Refund & Cancellation Policy
At Hearth & Home Chimney Services, we want every customer to be completely satisfied with our chimney sweeping, stove and flue services across Lymington, Brockenhurst, Ashurst, Waterside, Southampton and the surrounding New Forest area. This policy explains how cancellations, rescheduling and refunds work.
Cancelling or rescheduling your booking
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You can cancel or reschedule your appointment free of charge with at least 24 hours' notice — just call or message us and we'll sort it.
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Cancellations made within 24 hours of your booked appointment may incur a small cancellation fee to cover the reserved time slot.
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If we need to cancel or reschedule (for example due to weather, illness, or a vehicle issue), we'll always give you as much notice as possible and offer the next available slot at no extra cost.
Refunds on completed work
Because our services are carried out in person, refunds are considered on a case-by-case basis:
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If you're not satisfied with the standard of work carried out, please contact us within 7 days of the appointment so we can discuss it and, where appropriate, arrange a free follow-up visit to put things right.
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If a follow-up visit isn't practical or doesn't resolve the issue, we'll offer a partial or full refund depending on the circumstances.
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Refunds do not apply to issues unrelated to our workmanship — for example, pre-existing appliance faults, structural chimney defects, or damage identified during inspection that falls outside the scope of the booked service.
How refunds are processed
Approved refunds will be returned to your original payment method within 5–10 working days.
Get in touch
If you have any questions about a booking, cancellation, or refund, contact us on 07379 383307 or through the contact page — we're always happy to talk it through.