Terms & conditions

These terms cover use of the Solid Fuel Installations Ltd website and how we provide surveys, quotes and installation work. By using this website you agree to these terms. Individual quotations may set out additional job-specific conditions; if there is a conflict for a particular job, the written quotation (and any acceptance) for that job takes priority for the works described in it.

1. About us

Solid Fuel Installations Ltd (company number 8435787, VAT 976 1892 66), established 2006. Head office: 32 Lion Drive, Milborne Port, Dorset, DT9 5FQ.

We are HETAS & OFTEC registered members of a Competent Person Scheme and can self-certify relevant solid-fuel work. Public liability insurance: £5 million (policy details available on request). Waste carriers licence: CBDU412542. Director: Mr J Rodriguez. Admin manager: Mrs H Clarke.

Contact options are also on our Contact page.

2. About this website

The site is for information about our services and so you can contact us for a survey or quote. Content is general guidance only and does not replace a site survey, written quote or advice specific to your property.

We aim to keep information accurate but do not guarantee that all content is complete, current or error-free. We may change or remove site content without notice.

3. Enquiries, surveys and quotations

• Submitting the contact form or calling us is a request for information — it does not create a binding contract for installation work until you accept a quotation and we agree to commence works.
• A quotation is an estimate of the costs to carry out the works discussed. There is no obligation to accept it until you wish the works to commence with Solid Fuel Installations Ltd.
• Quotes are valid for the period stated on the quotation (typically 60 or 90 days from the quote date). After that we may revise prices.
• Quotes assume the conditions discussed and surveyed. Further costs often arise if the chimney is blocked, a liner cannot follow its path through the chimney breast (for example because of bends), loose bricks or pots need repair, or similar issues are found. Extra time is typically charged from about £60 to £250 depending on what is needed. Clearing birds’ nests from previous years typically starts from about £100. You may wish to have the chimney checked (for example swept and smoke-tested) before we start.
• We may decline work that we believe is unsafe, unsuitable or outside our registration scope.

4. Cooling-off and cancellation

• After you accept our quote, you may cancel by written notice to our head-office address no later than 7 calendar days after the date you accepted (the cooling-off period).
• If you cancel after that period, and we are not in breach of contract, charges may apply depending on the circumstances — for example home visits already made and goods already ordered.
• Once work has been accepted and a stove is supplied by us, if you cancel we require payment of 50% of the value of the stove. No exceptions.

5. Installation and related work

• We agree to carry out the work with reasonable skill and care in planning (including risk assessment), installation and commissioning of the system or stove described in the quotation. Goods we supply must be of satisfactory quality, fit for purpose and as described.
• You must provide safe access, accurate information about the property, and any permissions that are your responsibility (for example landlord consent or planning where required).
• Building work creates dust. Please prepare the room before we start: remove valuables and cover soft furnishings. We take care of the flooring.
• Most solid-fuel installations are subject to Building Regulations (including Approved Document J) and must be notified. DIY installation without proper sign-off can lead to serious consequences, including local-authority penalties. We can self-certify eligible work under a Competent Person Scheme and provide documentation showing the work was done legally. Keep those documents safe — replacements can be expensive, and solicitors often ask for them when a property is sold.

6. Payment

• Payment is required within 7 days of completion, unless your quote or invoice says otherwise.
• We accept payment including cash; the balance due remains the same as the agreed final total.
• If payment is not received on time, we reserve the right to charge interest at 8% per year(applied on a daily basis) on overdue amounts. Interest charges are non-refundable.

7. Guarantees and what is not covered

• Workmanship is guaranteed for 6 years, subject to contract. Where we supply a liner, the liner is typically guaranteed for 25 years (as stated on your quotation).
• Consumable or wear items are not covered by our installation guarantee or (where applicable) manufacturer cover in the usual way — including fire bricks cracking or breaking, door rope seals wearing or fraying, door glass cracking or breaking, and fire cement chipping. These are normally manufacturer/consumable matters; we can repair them for a charge.
• Issues such as an unstable chimney stack or water ingress appearing later are not covered where they fall outside the scope of the installed works and guarantees stated in your quote.

8. Complaints and further visits

Any complaint should be raised with Solid Fuel Installations Ltd as soon as possible. We will investigate and consider every complaint. Each chimney and property is different (height, exposure, surrounding buildings and open areas can all affect performance). If further visits are needed and the problem is not our fault, a charge may be applied on a follow-up invoice. If a problem cannot be put right under normal circumstances, no refund will be given except by discussion and at our discretion, subject to your statutory rights.

Your statutory rights under the Consumer Rights Act 2015 are not affected. In particular, short-term rejection rights for faulty goods may apply; we will not treat ordinary aftercare outside those rights as a refund entitlement once the applicable period has passed, unless the appliance is faulty or we are otherwise responsible.

9. Website use

You agree not to misuse the site, attempt to disrupt it, scrape content, or submit false or abusive enquiries.

We use Google reCAPTCHA and related security measures. See our Privacy Policy for how that affects personal data.

10. Intellectual property

Branding, text, photographs and design on this website belong to Solid Fuel Installations Ltd or our licensors. You may view pages for personal, non-commercial use. You may not copy or reuse site content for commercial purposes without our written permission.

11. Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under English law.

To the fullest extent permitted by law, we are not liable for indirect or consequential loss arising from use of this website alone, or from reliance on website content without a survey and agreed scope of work.

For contracted installation work, any liability is limited as set out in the quotation, invoice or written agreement for that job, and otherwise to the amount paid for the relevant work, except where the law does not allow that limit.

12. Privacy

How we handle personal data is described in our Privacy Policy.

13. Changes

We may update these terms from time to time. The “Last updated” date at the top will change when we do. Continued use of the website after changes means you accept the updated terms for website use. Accepted quotations remain governed by the terms stated on (or attached to) that quotation unless we agree otherwise in writing.

14. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, without affecting any mandatory consumer protections that apply if you are a consumer.

15. Contact

Solid Fuel Installations Ltd, 32 Lion Drive, Milborne Port, Dorset, DT9 5FQ. Email and phone are available via the protected reveal above, or on our Contact page.