Terms & Conditions

Wood Burner & Multi Fuel Stove Installations // Flue Liner Installations.

We ask that you take a moment to read our terms and conditions.

It’s important that things between you and us are clear from the start. We really value conversation though so if there is something that doesn’t make sense, you’re not sure about or just need a little more information please get in touch.

Please note when you accept a quotation from us you are accepting our terms and conditions.

We are registered with HETAS as Tolley Holdings T/A Tolley Home Services. Our Company Directors are Stu & Wendy Tolley.

We are happy to provide a quotation free of charge within 15-20 miles of Hereford. If a request to quote is made outside of this area we may make a charge for fuel and this would be discussed and agreed in advance. Our quotes are free and with no obligation, we do appreciate it if you let us know if you don’t want to go ahead, it just helps with our planning.

Following a visit to your property we will provide you with a quotation for you to consider. Our quotes are normally valid for seven days as the cost of materials can change, it’s unlikely but it does happen so we want to be sure you are aware. During our visit we will discuss what you require and advise on what can be achieved. We are used to working at height but if we feel your roof is too high or accessing it is unsafe by ladder we might suggest a cherry picker or scaffolding and can assist with obtaining a quote and co-ordinating this with the work we are carrying our for you.

Our quotes are as transparent as possible so we do provide a breakdown of materials and labour. Some items will be estimated as we may not know the exact cost of some materials until we start work. For example, a hearth size is not measured until we have started the work and prepared the space so we have the exact size. We usually overestimate to avoid nasty surprises!

We ask that you confirm your decision to go ahead by email, we will then ask you for a non refundable deposit to reserve your fitting date and secure materials. We will also suggest a fitting or fitting dates (if more than one day is required to carry out the work).

When we have agreed a date and your deposit has been received, our quotation and these terms and conditions are confirmed as accepted.

Please note: Occasionally we may need to rearrange an installation date, we always try not to but adverse weather conditions or staff illness may result in an occasion where we unfortunately need to rearrange. These situations are rare and beyond our control but we will always offer you our first available date. We shall not be held responsible for any direct/indirect costs/losses, as a consequence of the date change.

Once your materials have been ordered we may request payment in full should you (the customer) change our agreed installation date. We will always endeavour to help if you need to change a date but please be aware that once we have committed to the purchase of your materials and put aside our labour time we may need to request you pay in full should the date cause a situation where we have to outlay the cost.

Cancellations by the customer will forfeit the deposit paid. You will also be liable for any materials bespoke to your property if ordered. For example, a hearth that has been ordered and cut to size for your installation. In addition if we have supplied you with any materials in preparation for your installation or paid for any services on your behalf, for example scaffolding, you will be invoiced for these.

Work carried out by third parties is not covered by Tolley Holdings T/A Tolley Home Services. Examples include but are not restricted to, a roofer, plasterer, builder, flooring contractor.

Work carried out by Tolley Holdings T/A Tolley Home Services is covered as per manufacturer warranties for materials. Our workmanship is covered for 6 months. Any initial concerns need to be raised whilst we are onsite or within 24 hours of completion of the work. We do not cover any damage caused by the customer moving their stove or standing on their hearth, this includes placing very heavy objects n the hearth.

Please be aware that a hearth is slate and a natural product so you may notice some blemishes or natural markings.

When carrying out our preparation work for your installation, unforeseen issues may arise that were not within the initial quote and could result in additional work or attention before we are able to complete the job. In this instance, we will advise you immediately. We may need to carry out additional work and will advise you of this and the cost involved and ask you to agree to this before we continue. We may also need to involve a third party professional, any additional costs payable to them will be you, the customers, responsibility.

Finally, should we encounter any issue that may put you or ourselves at risk during the installation work will be stopped immediately and you will be advised of the reason. Safety is of the paramount importance to us, if when attempting to access your roof we discover it is not as safe as we thought we may need to request scaffolding or a cherry picker and this cost would be payable by the customer and this will include labour to cover the delay.

A Note About Paying

We are a small business so appreciate prompt payment so we can pay our suppliers and staff on time. We appreciate that from time to time situations can arise for our customers so we ask that you communicate with us so we can work with you to resolve any payment delays.

A non refundable deposit, agreed at the time of the accepted quotation is required on all orders placed. This is due immediately.
Payment is to be received within seven days of our  invoice being raised.Cash, Bank Transfer or Cheques are acceptable. 

We can take card payments on the day your work is completed but they will incur a surcharge to cover the cost we are charged to process your payment. we will advise you of this.

All materials remain the property of Tolley Holdings T/A Tolley Home Services until your invoice is paid in full.

We reserve the right to charge 7.5% per day for any outstanding balances once the seven day payment period has lapsed.

Our Products

We supply and fit products that we believe are of the best quality for the price, they are also fully compliant. Our stoves are supplied to us by MI Flues who we choose to work with as our main supplier as we feel their stoves are good quality, offer value for for money and our efficient. If you prefer to purchase your own stove we suggest a conversation with us first so we can advise you accordingly but also make sure the stove will fit in your space and meet the performance/output required.

We do not have a showroom as we prefer to keep our costs down and offer you a better price. We do provide links to the stoves we recommend so you have the dimensions and we can check these with you. We can also offer images of previous work (if available) so you can see the stove fitted. The stoves we supply are contemporary and look great in the majority of rooms or settings.

If you purchase your own stove or flue liner you are responsible for checking that what you order is the correct size. We can offer guidance but ultimately if it arrives and is not the correct size or is damaged this is the customers responsibility, not ours. If we supply your stove and flue liner then we are responsible for it.

Please note: You may find cheaper flue liners than ours but they will not necessarily be of the same quality or have the same guarantee. Flue liners can break during installation, especially cheaper ones. If you have purchased your own and it breaks then the responsibility is yours to replace it and we will also charge for our additional labour to replace it. If we supply then the responsibility is ours. Liner warranties are usually 10 years, depending on the supplier or manufacturer.

All products supplied by us will be covered by their manufactures warranty, any discrepancies or warranty claims will be dealt with by the customer. Should issues arise after the installation, we will pass all relevant information to you to aid you in contacting the relevant company.

Please note: Stove warranties normally exclude naturally wearing ‘consumable’ parts such as: Glass & Seals, Firebricks, Grate Parts, Baffles, Log Retainers and the Surface Finish of the unit