CANCELLATION, NO-SHOW, AND TRIP CHARGE POLICY

When an appointment is scheduled with Fireside Escapes LLC, technician time, travel time, scheduling resources, and service availability are reserved exclusively for the customer. Last-minute cancellations prevent other customers from receiving service and result in lost business opportunities.

Customers must provide a minimum of twenty-four (24) hours notice to cancel or reschedule an appointment.

Appointments cancelled with less than twenty-four (24) hours notice may be charged the full service call fee, trip charge, diagnostic fee, or any other costs incurred by Fireside Escapes LLC in connection with the scheduled appointment.

A customer will be considered a "No-Show" if:

• The customer is not present at the scheduled appointment time.
• The technician is unable to access the property.
• Entry is refused.
• Utilities required for service are unavailable.
• Pets, occupants, or site conditions prevent service.
• The customer fails to answer calls, texts, or other reasonable attempts to establish contact.

No-Show appointments may be charged the full service call fee, trip charge, diagnostic fee, and any additional costs incurred.

Deposits paid for special-order materials, gas logs, fireplace components, custom glass doors, remote systems, custom parts, or non-stock items are non-refundable once materials have been ordered.

Special-order materials cannot be returned, canceled, exchanged, or refunded after purchase.

Projects requiring material procurement, scheduling of labor, equipment reservations, subcontractors, or multiple service visits may be subject to additional cancellation charges.

Customers cancelling after materials have been ordered or labor has been scheduled may forfeit all or a portion of any deposits previously paid.

Fireside Escapes LLC reserves the right to refuse, postpone, or discontinue service due to:

• Unsafe conditions
• Hazardous environments
• Aggressive occupants or animals
• Unpaid balances
• Inaccessible work areas
• Conditions beyond our control

Any trip charges, service fees, diagnostic fees, or costs incurred prior to discontinuation shall remain due and payable.

The following charges are non-refundable:

• Service call fees
• Diagnostic fees
• Trip charges
• Completed labor charges
• Consultation fees
• Inspection fees
• Special-order deposits
• Custom-order materials
• Permit fees
• Shipping charges

Customer agrees to pay all costs associated with collection of unpaid balances, including attorney fees, court costs, interest, collection agency fees, and other lawful recovery expenses.

By scheduling an appointment, requesting service, approving an estimate, paying a deposit, or allowing work to proceed, the customer acknowledges and agrees to this Cancellation, No-Show, and Trip Charge Policy.