FlueCare Service Plan – Terms & Conditions
These Terms & Conditions (“Terms”) apply to all customers who subscribe to the FlueCare Service Plan (“Plan”) provided by Flue & Flame Ltd (“we”, “us”, “our”). By joining any FlueCare plan, you agree to the following terms.
1. About the plan
The FlueCare Service Plan is a subscription-based maintenance package for log burners, multi-fuel stoves, and associated flue systems. It provides routine servicing, chimney sweeps, and member benefits depending on the plan level chosen (Peace of Mind, Home Comfort, or Ultimate Warmth).
2. Contract length and payments
- Each FlueCare plan runs for a minimum period of 12 months (“contract term”).
- Payments are made monthly in advance via Direct Debit, standing order, or another recurring payment method (e.g. GoCardless or Stripe).
- Alternatively, customers may pay annually in full at a discounted rate if offered.
- Your subscription automatically renews for another 12-month term unless cancelled in accordance with Section 10.
3. Service eligibility
To prevent misuse and ensure fairness to all members:
- Services such as chimney sweeps, inspections, and stove servicing are available after the first three (3) consecutive monthly payments have been received in full.
- Alternatively, services can be booked immediately if the customer pays the full 12-month balance upfront.
- If you cancel early, any service already received will be charged at our standard one-off rate and any remaining balance may become payable (see Section 10).
4. What’s included
Each plan includes the services listed on our website at the time of purchase.
We reserve the right to update or improve plan inclusions periodically, ensuring value remains equal or greater than before.
Services may include:
- Chimney sweeps
- Stove servicing and maintenance checks
- Smoke/CO alarm checks
- Discounts on repairs, parts, or accessories
- Priority booking and emergency call-outs (depending on plan level)
5. What’s not included
Unless specifically listed in your plan, the following are excluded:
- Replacement of major parts, components, or liners
- Major repairs or rebuilds to flues, chimneys, or stoves
- Installations, upgrades, or alterations not part of routine servicing
- Damage caused by misuse, neglect, or third-party work
- Work required to correct installation faults not carried out by Flue & Flame
Additional work will be quoted separately and charged at our standard rates.
6. Booking and access
- We will contact you when it’s time to book your sweep or service.
- You may also contact us directly to arrange an appointment.
- Missed or cancelled appointments with less than 48 hours’ notice may incur a call-out charge or result in forfeiture of that visit for the year.
- Access must be provided to the property and appliance at the agreed time.
7. Use of subcontractors
Flue & Flame Ltd reserves the right to use qualified subcontractors or partner engineers to carry out part or all of the services included in this plan.
All subcontractors operate under our strict standards of workmanship, safety, and confidentiality.
This does not affect your warranty or our responsibility for the quality and safety of the work performed.
Any subcontractor engaged by us is bound by contractual obligations that prevent them from soliciting or contacting our customers directly for future work.
8. Safety and compliance
- All work is carried out by qualified and insured technicians.
- You must ensure safe and reasonable access to the appliance and flue.
- If your appliance or installation is unsafe to work on, we reserve the right to refuse service until remedial work is completed.
9. Pricing and plan changes
- Monthly and annual plan prices are reviewed annually and may be adjusted to reflect inflation, material costs, or service improvements.
- Any price changes will be communicated at least 30 days in advance.
- Existing customers will retain their original price for the remainder of their current 12-month term.
10. Cancellations and refunds
Cooling-off period
- You have a 14-day cooling-off period from the date you join.
- If you cancel within 14 days and no service has been provided, you will receive a full refund.
- If you cancel within 14 days after receiving a service, you must pay for that service at the standard non-member rate.
Early cancellation
- After the cooling-off period, early cancellation is permitted, but:
- You must pay any outstanding balance of your 12-month term, OR
- Pay for any services already received at our standard non-member rate, whichever is greater.
- Cancellations must be made in writing (email or letter).
Non-payment
If a payment fails or is cancelled without prior notice:
- Services will be suspended until the account is brought up to date.
- Repeated failed payments may result in termination of the plan and recovery of any unpaid amounts.
11. Renewal and continuation
- At the end of your 12-month term, your plan will automatically renew unless cancelled in writing at least 30 days before renewal.
- We’ll remind you before renewal with details of any price or service changes.
12. Transfer and multi-stove use
- Plans are for a specific appliance at a specific address.
- If you move home, the plan may be transferred to your new address (subject to service area coverage).
- For multiple stoves, a discounted rate may be available; please contact us for details.
13. Fair use
FlueCare plans are designed for domestic household use only.
We reserve the right to decline or modify coverage for commercial, rental, or high-usage properties.
14. Our right to cancel
We may cancel your plan by giving at least 30 days’ notice if:
- The appliance is unsafe or non-compliant for continued servicing;
- You have failed to make payments;
- Continued service is not viable due to relocation or service area limits; or
- Subcontractor or safety issues prevent us from reasonably carrying out work.
If we cancel your plan, we’ll refund any unused portion of your payments (unless you are in breach of these terms).
15. Liability
We will not be liable for:
- Any loss or damage resulting from failure to maintain the appliance outside of scheduled visits;
- Indirect or consequential losses, including loss of income or heating supply;
- Any issue caused by third-party work or non-Flue & Flame installations.
Our total liability under these Terms is limited to the total amount paid under your current 12-month contract term.
16. Data and privacy
We handle all personal data in accordance with the UK Data Protection Act 2018 and GDPR.
Your information will only be used for the administration of your plan, reminders, and relevant communications.
Full details can be found in our Privacy Policy.
17. Governing law
These Terms are governed by and construed in accordance with the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
18. Contact us
Keystone Facility Management Limited t/a Flue & Flame
24 Ivy Road, Bolton, BL16DJ
01204 263 161
info@loigburnerinstallersuk.co.uk
https://logburnerinstallersuk.co.uk
