Refund & Cancellation Policy
_Last updated: 2026-05-03_
At The City Flue Services, we are committed to providing exceptional chimney sweep and inspection services to our clients in Fairfield, CT, and surrounding areas including Southport, Westport, Easton, and South Norwalk. We understand that sometimes unforeseen circumstances may require you to cancel or reschedule your appointment. Our refund and cancellation policy is designed to ensure transparency and fairness while maintaining the high standards of service our clients expect.
Cancellation Notice
Standard Appointments
For standard chimney sweep and inspection appointments, we require at least 48 hours' notice for cancellations or rescheduling. This allows us to allocate our resources efficiently and offer the time slot to another client in need of our services.
- Less than 48 hours' notice: Cancellations made with less than 48 hours' notice may incur a cancellation fee equivalent to 50% of the scheduled service cost.
- Same-day cancellations: Cancellations made on the day of the appointment will incur a cancellation fee of 100% of the scheduled service cost.
Peak Season Appointments
During our peak seasons, typically from September through February, we require at least 72 hours' notice for cancellations or rescheduling.
- Less than 72 hours' notice: These cancellations will incur a fee equivalent to 75% of the scheduled service cost.
Partial Refunds
Partial refunds may be applicable under certain conditions:
- Service dissatisfaction: If you are not satisfied with the service provided, please contact us within 7 days of the appointment. Our commitment to rectifying any issues includes a follow-up service, complimentary if our initial work was insufficient.
- Weather-related cancellations: We prioritize safety. Should adverse weather conditions prevent us from safely completing your service, we will reschedule at no additional charge. No cancellation fee applies, and should rescheduling be inconvenient, you may opt for a full refund.
Weather Delays
The safety of our team and clients is paramount. Chimney services are subject to weather conditions, particularly when roof access is required. In the event of severe weather, such as heavy rain, snow, or high winds, The City Flue Services may need to delay your appointment.
- Notification: We will notify you as soon as possible if your appointment is affected by weather conditions.
- Rescheduling: We will prioritize rescheduling at a time convenient for you, without the imposition of cancellation fees.
Unhappiness Guarantee
At The City Flue Services, we stand by the quality of our work. Our unhappiness guarantee ensures that if you are not content with the results, we will make it right.
- Follow-up visits: If the initial service does not meet your expectations, we pledge a complimentary follow-up visit to address any concerns.
- Escalation process: Should issues persist, escalate the concern to our management team for further resolution, including potential refunds or other compensations as deemed appropriate.
How to Cancel or Reschedule
To cancel or reschedule your appointment, please contact our customer service team at least 48 or 72 hours in advance as applicable. You can reach us via:
- Phone: Call our office during business hours at [Insert Phone Number].
- Email: Send an email to [Insert Email Address] with your name, appointment date, and a brief reason for cancellation or rescheduling.
Contact Information
For more information or assistance regarding our refund and cancellation policy, please reach out to us:
- Address: [Insert Physical Address], Fairfield, CT
- Phone: [Insert Phone Number]
- Email: [Insert Email Address]
Note:
This policy is subject to change. Any such changes will be communicated via our website or directly to our customers through the contact information provided at the time of booking.