📌 Pre-Appointment Information We’re excited to see you soon! To help your appointment go smoothly, please take a moment to review these important details.

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⏳ Estimated Time of Arrival (ETA) Due to factors like traffic, site access, and unexpected work on previous jobs, we’re unable to provide an exact ETA. However, you’ll receive a text in the morning with your job number, and your engineer will notify you when they’re en route. Appointments take place between 8 AM and 6 PM, so please keep this in mind. We kindly ask that you don’t contact the engineer or customer service for an ETA—they’ll update you directly when they’re on the way!

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🚗 Parking To keep things running on schedule, please ensure there’s official parking within 5 minutes of your boat (or 2–3 minutes if we’re delivering a stove). If parking is unavailable or too far, the engineer may not be able to attend. If they cannot find suitable parking within 10 minutes of arrival, the job will need to be rescheduled.

 

🔑 Access Most clients leave a key for us, but if that’s not an option, please make sure you’re available at your boat.

 

🔥 Stove Temperature For safety reasons, your stove must be completely cold when we arrive. If you used it the day before, please let the fire go out by 10–11 PM and remove any remaining coals or ash. Unfortunately, we cannot service a warm stove.

 

📋 Preparation Please double-check that your service request form is accurate and complete. Missing or incorrect details could delay or prevent the service from going ahead. If you’re unsure about anything, feel free to reach out—we’re happy to help!

 

👀 Initial Check Before beginning any work, the engineer will carry out an initial assessment. If any issues are found or the stove is found unfit for purpose, we’ll need to stop the service.

 

🛑 Dust Management Some parts of the job—especially flue removals—can be a bit dusty. If needed, please use dust sheets or covers to protect your belongings before we arrive.

 

⚠️ Engineer Safety & Access For stove deliveries or removals, your boat should be moored towpath-side with access available nearest to the installation area. If your boat is on a pontoon, you may need to reposition it. If access is unsafe, the job will be rescheduled.

 

🔩 Roof Collar Work If work on your roof collar is required, the side with the collar should be positioned adjacent to the towpath or pontoon. This work is weather-dependent. If we discover corrosion when removing the collar, welding may be required—please note that we do not provide welding services.

 

🔥 Flue Fabrication & Ceiling Plates ● Flue fabrication requires two visits, typically 10–14 days apart. ● All flues have a seam due to the manufacturing process. While painting helps disguise it, a slight seam may still be visible. ● Existing ceiling plates may not fit new flues due to variations in angles and diameters. We do not supply or install ceiling plates. ● Regular maintenance, such as spraying or polishing, is essential to prevent rust, particularly in damp environments. ● If, at times, we anticipate a straight flue pipe, this cannot be guaranteed until new roof collar is fitted, fabrication may still be required.

 

📍 Stove Relocation Since flues are handmade, minor adjustments may be needed to ensure the best fit. If the stove needs to be relocated, a £45 relocation fee will apply.

 

🏗️ Material Responsibility ● It is the client’s responsibility to ensure that suitable materials are used for the hearth and heat protection panels. We cannot be held responsible for heat transfer, damage, or safety issues caused by incorrect materials. Due to tile coverage, we may not always be able to determine if heat protection panels are in place. We strongly recommend using calcium silicate boards with a 10mm air gap for safety.

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🔥 Stove Installation Your hearth must be fully completed and tiled before our first visit.

 

🚧 Tile Damage We take great care while working, but we cannot be responsible for cracks, chips, or damage to tiles during installation. Clients accept full responsibility for any such occurrences. 📌 Post-Service Information

 

🛠️ Fire Cement Curing Fire cement hardens through air drying and heat exposure. To ensure proper curing, start with low heat for 3–4 hours, then gradually increase to full operating temperature.

 

🛑 High-Temperature Silicone Sealant If new sealant or a flue has been installed, please keep the chimney off for 24 hours to allow the silicone to fully cure. 💨 Stove Polish Warning When first lighting your stove after a polish application, you may notice some smoke. Simply light a strong fire, open windows and doors, and the smoke should subside within an hour.

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🚨 Carbon Monoxide (CO) Alarm For your safety, do not use your stove without an in-date, tested CO alarm. Carbon monoxide is dangerous, and an operational alarm is essential.

💰 Call-Out Fees

A call-out fee will be applied in the following cases:

❌ The engineer cannot find suitable parking within 10 minutes of arrival. ❌ The service is halted after the initial check due to unforeseen issues. ❌ A door pick-up is arranged, but the rest of the stove is found unfit for use.

❌ The stove is still warm at the time of our visit. We appreciate your cooperation and can’t wait to assist you! If you have any questions before your appointment, feel free to reach out. Looking forward to seeing you soon! 😊