The price given is an accurate estimate of what we expect to charge you.

In the event of unforeseen circumstances where more work is required, an updated quote will be provided. You have a right to accept or decline the price, however, payment will be required for any work completed up to the point of cancellation.

This is particularly relevant for chimneys that have not been appropriately maintained or when having an old fireplace removed or widened. The nature of the work can mean it is sometimes impossible to tell what is going on behind the appliance until it has been removed.


We will try to complete all work within a reasonable and agreed time. We will only accept liability for unnecessary delays caused by our negligence.

In extreme weather, it may be necessary to postpone work. If work must be unavoidably postponed, a new completion date will be offered promptly.

Loss of earnings

If we are unable to carry out proposed work due to prior work not being completed as agreed. The cost of labour may be charged and a delay in completion of work. Please be aware this also applies to any parts supplied by the customer which are faulty/not fit for purpose, causing us to postpone work.


A deposit of 50% is required to secure booking dates and materials. In some circumstances this amount may need to be increased, this would be discussed with you before booking.

Full payment via BACS is required within seven days of satisfactory completion. In the event that you are dissatisfied with the work provided, please discuss this with us as soon as possible to enable us to rectify any issues.

NatWest Bank Sort Code: 52-41-29

Incendium Fireplaces Account no: 44644582

All payments later than the agreed seven days are subject to a 3% above base rate charge per week.


We adhere to the Supply of Goods and Services Act (1982). All work or services carried out by us must be done with reasonable care and skill, within a reasonable time and for a reasonable charge. Any goods provided will be of satisfactory quality, fit for purpose and as described.

In the unlikely event, a problem arises, we aim to resolve the issue as soon as possible within a reasonable time.


If you would like to change any aspect of the service, we would request that you confirm this in writing or other durable forms (e.g email), this will ensure both parties have records that can be referred back to.


If this contract is agreed, you can request information of your right to cancel within 14 days or up to 7 days prior to work commencing. This is in line with The Consumer Contracts (Information Cancellation & Additional Charges) Regulations 2013.

If you cancel the contract outside of these terms, we reserve the right to deduct/claim any costs incurred by us.

Unfortunately, we are unable to refund goods made to the consumer’s own specification (bespoke items) unless the goods are faulty or not as described.


We will not be liable for any damages except those directly caused by our negligence.

Clause: Any damage to roof tiles is not our responsibility and must be rectified by the customer. Great care is taken not to damage roof tiles or guttering; however, damage can sometimes occur whilst using ladders. This can be avoided by choosing to scaffold; however, scaffolding could cost in excess of £1,000. We are happy to work using ladders to reduce costs for our customers, but the customer must, therefore, agree that Incendium Fireplaces are not liable for any damage caused by the use of ladders.


The customer is solely responsible for seeking advice and final permissions from any local authorities should it be needed. It is not the responsibility of Incendium Fireplaces Ltd to seek these approvals, and we will not be held responsible for any work carried out without the relevant approval.

This is also relevant when undertaking work on a shared wall. It is the customer’s responsibility to gain permission from any neighbours that may be affected by work undertaken.

Data Protection

Your information will be held securely by Incendium Fireplaces according to GDPR. Your information will not be shared with any outside companies for marketing, only with organisations directly involved in your installation. You may receive annual sweep reminders or anything relevant to your work undertaken. Should you wish to be removed from our database at any point, please inform us in writing.

Room preparation

We will cover the area in dust sheets and make all reasonable efforts to keep the inevitable dirt and dust to a minimum. We ask customers to cover or remove any soft furnishings and any other delicate items from the room. Incendium Fireplaces will not be held responsible for any cleaning costs incurred where these stipulations have been ignored.


We offer a five-year guarantee on installation, excluding perishable parts – e.g. fire cement joints, these will require topping up, we recommend yearly with the sweep.

The stove guarantee is subject to the manufacturers make/model. Flue liner guarantee will be disclosed dependant on choice and is as subject to manufacturers terms and conditions. We do not guarantee any materials supplied by the customer.

Incendium Fireplaces is not responsible for any of the following;

Plastering, carpet, wooden flooring, coving, skirting board, window cleaning, painting & decorating. Work required in these areas will need to be undertaken by another party unless agreed otherwise.

Asbestos removal must be carried out by professionals, prior to commencement of your installation if asbestos is discovered during the installation we reserve the right to stop work until it has been removed.

Customers, please also be aware of the following;

We will require the use of your electricity and water while on site.

A data plate and CO alarm are compulsory for any installation; in some cases, you may also require an open-air vent in the room.

We make every effort to protect your garden from disruption, but they can become a little messy during cutting and mixing on site. We cannot always restore it as it was before work.

Rubbing down of easy fill, fire board or plastering does not fall within our remit unless previously agreed. A small fee is charged to cover the additional home visit if this service is required.

We regularly work with highly regarded professional electricians, gas engineers & plasterers. If you wish to use these services, please advise before final price and job is agreed.

We often take ‘before and after’ images of our work. Images of work undertaken are likely to be used for advertising purposes to demonstrate the quality of our work.

Prepared openings, where painted, are likely to require a touch up of paint after installation due to the mess created from installing the liner, tape used on walls, or potential catching of sides when installing the plate and bars.

Natural stone can vary in colour or pattern; each individual piece is unique and could contain blemishes/inconsistencies. These are parts of the characteristics of the material and can not be deemed as faults.


Customers who accept having an advertising board will be rewarded with logs/kindling or a small discount as agreed prior to work. Please note, boards are drilled into wall/fencing or posted into the ground on the start day and removed within 28 days of completion.