General Policy
Fireside Escapes LLC is committed to providing quality products and professional services. Due to the nature of our services, labor, diagnostics, inspections, travel expenses, custom materials, and special-order products, all sales are subject to the following refund policy.
Service Calls, Inspections, and Diagnostics
Service call fees, trip charges, diagnostic fees, consultation fees, inspection fees, and evaluation fees are non-refundable once the appointment has been performed, regardless of whether repairs are approved or completed.
Customers are paying for professional time, expertise, travel, and diagnosis, which are fully earned upon completion of the service visit.
Labor
All labor charges are non-refundable once work has commenced or has been completed.
Refunds will not be issued due to changes in customer preference, dissatisfaction with manufacturer products, pre-existing conditions, hidden defects, code deficiencies, appliance age, appliance condition, or issues outside the approved scope of work.
Special-Order Materials
Special-order products, custom products, gas logs, fireplace components, fireplace doors, remote systems, custom glass, venting materials, chimney components, and non-stock materials are non-refundable once ordered.
Deposits paid toward special-order materials are non-refundable.
Installed Products
Products that have been installed, connected, modified, used, operated, assembled, customized, or altered in any manner are not eligible for return, exchange, credit, or refund.
Customer-Supplied Products
Fireside Escapes LLC assumes no responsibility for customer-supplied materials, equipment, appliances, parts, or products. Labor associated with customer-supplied products is non-refundable.
Declined Repairs
If a customer declines recommended repairs, safety corrections, replacement components, code corrections, or other recommendations, no refund shall be provided for future performance issues related to those declined recommendations.
Manufacturer Defects
Products covered by manufacturer warranties remain subject solely to the manufacturer's warranty terms and conditions. Fireside Escapes LLC does not provide refunds for manufacturer defects unless otherwise required by law.
Cancellations
Deposits may be forfeited if materials have been ordered, labor has been scheduled, permits have been obtained, or project preparation has begun.
Cancellation fees, trip charges, and scheduling costs are non-refundable.
Chargebacks
Customers agree to contact Fireside Escapes LLC and provide a reasonable opportunity to resolve any concerns prior to initiating a credit card dispute or chargeback.
Improper or fraudulent chargebacks may result in collection efforts, attorney fees, court costs, administrative costs, and other recovery expenses to the fullest extent permitted by law.
Limitation of Refunds
Under no circumstances shall any refund exceed the amount actually paid by the customer to Fireside Escapes LLC for the specific product or service giving rise to the request.
Acceptance
By scheduling services, approving estimates, paying deposits, purchasing products, or allowing work to proceed, the customer acknowledges and agrees to this Refund Policy.