Coastal Woodburners Limited

24 Grants Walk

St Austell

Cornwall

PL25 5AA

01726 337 570

info@coastalwoodburners.co.uk

www.coastalwoodburners.co.uk

Company Registration Number - 14733614

VAT Number - GB393839738

 

Terms and Conditions

These terms and conditions are to be read carefully BEFORE accepting any quote for work to be carried out by Coastal Woodburners Ltd.

When accepting a quote received from Coastal Woodburners Ltd, the customer is accepting the terms and conditions. A deposit payment will confirm your acceptance of the terms and conditions and enter the customer into a contract of work with them.

These terms and conditions have been put together in accordance with HETAS rules and regulations, The Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Coastal Woodburners Ltd will not enter into a contract of work with a customer where an initial site survey has not been carried out (chimney sweeps and repairs excluded). A complimentary site survey is conducted by a qualified HETAS engineer prior to any quotes being given. The purpose of this is to ensure that the site has been thoroughly inspected and necessary works can be accurately priced. Although we conduct a thorough survey, it is not always possible to identify or foresee any issues or complications that may present themselves once the job has been started. We will always do our best to rectify these issues as they arise; however, on some occasions these may result in extra costs to the customer. During the survey, the HETAS engineer from Coastal Woodburners Ltd will discuss the job details with the customer and a quote will be assembled which will detail the proposed works. Please read your quote carefully on receipt before accepting it; if there are any details listed on the quote that appear to be incorrect, please make Coastal Woodburners Ltd aware as soon as possible in order for them to be amended. The works detailed on the quote will be carried out on the day of installation unless otherwise stated by the customer beforehand.

Where the customer wishes to amend any aspect of their job detail, confirmation of this will need to be given in writing or by email to Coastal Woodburners Ltd. Coastal Woodburners Ltd reserves the right to refuse these amendments should they feel that they do not comply with HETAS installation regulations. In circumstances where additional costs may occur once the works have been started; Coastal Woodburners Ltd will notify the customer prior to amending the invoice and will ask for written acceptance of the additional costs.

Coastal Woodburners Ltd hold no responsibility for obtaining landlord or planning permissions for jobs that they carry out; these must be obtained by the customer prior to the works being started. Coastal Woodburners Ltd holds no responsibility for removing or uninstalling any chimney systems or appliances where prior permission has not been granted to the customer by the local authority or landlord. Should the customer wish for Coastal Woodburners Ltd to remove any of their structures where prior permission has not been obtained, this will be done at a cost to the customer.

All customers of Coastal Woodburners Ltd will be advised by our experienced HETAS engineers on the correct way to operate their appliance; this will be in accordance with HETAS regulations and the manufacturers guidance. This advice must be adhered to and Coastal Woodburners Ltd will hold no responsibility for any issues that may arise due to these instructions not being followed.

Deposits and payments

Coastal Woodburners Ltd require a 50% deposit of the total invoice amount on acceptance of the quote; this will contribute towards ordering the appliance and parts and materials for the job. These parts are ordered within one business day of the funds being paid to assist in preventing long wait times. Although we try our upmost to order and receive appliances and parts within a fair time frame prior to the job being carried out; we cannot always guarantee that they will arrive in the time that has been set due to issues out of the control of Coastal Woodburners Ltd. In this instance, the customer will be advised of the issue by Coastal Woodburners Ltd and will be offered a new date for installation. We will aim to accommodate a customers preferred installation date where possible; although this can be difficult during busy periods.

Once the deposit of 50% has been paid, the Customer has agreed to and accepted the terms and conditions. Should the customer change their mind within the first 14 days of the deposit being paid and parts being ordered, a refund will be issued to the customer less a £25 administration fee. Should the customer change their mind after 14 days of the deposit being paid and parts being ordered; the customer will receive a refund from Coastal Woodburners Ltd of the deposit amount minus a 20% restocking fee for the parts and appliances. The refund amount to be given will also be less the cost of any “made to order” products.  The reason for this is that after the 14 day period, the goods will have been paid for, ordered and received. Any products labelled “made to order” on a quote or invoice are non refundable due to them being specially made and to avoid any damages during transit.  

Coastal Woodburners Ltd require the remaining 50% of the invoice total to be paid via bacs or card payment, no more than 7 days after the works have been completed. Details of how to make payment can be found on the initial invoice. All goods supplied, remain the property of Coastal Woodburners Ltd until the final payment has been made. Failure to pay after 7 days of job completion may result in late payment fees being issued to the customer.

Coastal Woodburners Ltd cannot sign off on any jobs that have been undertaken by individuals other than qualified personnel from Coastal Woodburners. To comply with HETAS regulations, it is essential that all work be completed by a certified member of our team. As such, we are unable to provide certification for any works not carried out by a compliant member of Coastal Woodburners. This policy ensures that all installations meet the required safety and quality standards.

Damages

Coastal Woodburners Ltd will take all necessary precautions to contain any soot and dust within the customer’s home or work space; however, it is not always possible to isolate all dust, soot or debris. Therefore we ask that as an extra precaution, the customer removes any valuable possessions, or covers any of their possessions from the room where the works will be carried out prior to the works being started.

It is not always avoidable that damages may occur during transit; where this occurs, the customer will be notified by Coastal Woodburners Ltd and a replacement product will be ordered to arrive as soon as possible at no extra cost to the customer. Although this can be inconvenient to both the customer and Coastal Woodburners Ltd, it is important to accept that, although uncommon, this can occur.

Natural materials

When choosing slate hearths and wood beams for your home, it's important to understand that these materials are natural products, meaning that each piece is unique. Slate and wood naturally exhibit a range of variations in colour, texture, grain, and shape.

Made to order products

Made to order products include Oak beams and custom painted stoves. Please note that custom-painted items typically take 5-6 weeks to arrive as each piece is individually crafted to meet your specific requirements. Once the deposit has been paid, it is non-refundable, as the customisation or production process will have already begun. This ensures that your unique item is created to the highest standards, tailored exactly to your preferences.

It is the responsibility of the customer to ensure that the correct, recommended fuel is being used when operating their appliance in line with Woodsure Ready to Burn guidelines. For more information on these guidelines please visit www.readytoburn.org

Coastal Woodburners Ltd hold no responsibility for damages or inefficient performance that may occur due to incorrect fuel being used.

On completion of installation, the customer must be present to ensure that the appliance can be commissioned and safety advice can be given. Registration and certification with HETAS can only be completed after this “hand-over” service has been completed. If the customer is not able to be present for the completion of the works then a convenient time must be arranged with Coastal Woodburners Ltd to re-visit and commission the appliance.

During the commissioning process, the HETAS engineer will need to obtain information from the customer in order to complete the HETAS registration. The appliance will then be registered with HETAS. This may take around 3-4 weeks for the certificate to arrive with the customer; if receipt exceeds this time then the customer must contact Coastal Woodburners Ltd so that it can be chased up.

 

GDPR Compliance Statement

Coastal Woodburners Ltd GDPR Compliance Statement

Effective Date: 06.04.2023

At Coastal Woodburners Ltd, we are committed to protecting the privacy and security of your personal data. This GDPR compliance statement outlines how we collect, use, and protect the personal information that you provide to us through our booking and invoice systems, in accordance with the General Data Protection Regulation (GDPR).

1. Data Controller

Coastal Woodburners Ltd is the Data Controller responsible for your personal data. If you have any questions or concerns regarding your data, you can contact us at:

  • Company Name: Coastal Woodburners Ltd
  • Address:24 Grants Walk, St Austell, PL25 5AA
  • Email:info@coastalwoodburners.co.uk
  • Phone:01726 337570

2. Personal Data Collected

We collect and process the following types of personal data:

  • Contact Information: Name, email address, phone number, and mailing address.
  • Booking Details: Service or product booked, date and time of booking, and special requests.
  • Payment Information: Billing address, payment method, and transaction details.
  • Communication Data: Email correspondence, customer service interactions, and any other information you provide during communication with us.

3. Purpose of Data Processing

We process your personal data for the following purposes:

  • To fulfil booking requests and manage your reservations.
  • To issue invoices and manage billing and payment processes.
  • To communicate with you regarding your bookings, invoices, and any queries or issues you may have.
  • To comply with legal obligations related to accounting, tax, and other regulatory requirements.
  • To improve our services through analysis of booking trends, customer feedback, and system performance.

4. Legal Basis for Processing

Our legal basis for processing your personal data includes:

  • Contractual Necessity: Processing necessary for the performance of a contract with you (e.g., processing bookings and issuing invoices).
  • Legal Obligation: Processing necessary to comply with legal obligations (e.g., financial record-keeping).
  • Legitimate Interests: Processing based on our legitimate interests, such as improving our services and ensuring the security of our systems.

5. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal or accounting requirements. Specifically:

  • Booking and Invoice Data: Retained for 2 years to comply with tax and legal obligations.
  • Communication Data: Retained for 2 years following the last interaction.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. This includes secure servers, encryption, access controls, and regular security assessments.

7. Data Sharing

We do not sell, trade, or otherwise transfer your personal data to outside parties except as necessary to provide our services, comply with legal obligations, or protect our rights. We may share your data with:

  • Service Providers: Third-party vendors who assist us in operating our booking and invoicing systems. This may include our manufacturers where the customer has requested direct delivery.
  • Legal Authorities: When required by law or to enforce our legal rights.
  • Compliance certificates and Hetas registration: Please note that in order to allow us to register your installation, HETAS require us to pass on your name, email address, contact phone number, property address and details of your installation.

 8. Your Rights

Under the GDPR, you have the following rights concerning your personal data:

  • Right of Access: You can request access to the personal data we hold about you.
  • Right to Rectification: You can request corrections to any inaccurate or incomplete data.
  • Right to Erasure: You can request the deletion of your personal data, subject to certain legal conditions.
  • Right to Restrict Processing: You can request the restriction of processing your data under certain circumstances.
  • Right to Data Portability: You can request a copy of your personal data in a structured, commonly used, and machine-readable format.
  • Right to Object: You can object to the processing of your data based on legitimate interests.

To exercise any of these rights, please contact us at: info@coastalwoodburners.co.uk

9. Changes to This Statement

We may update this GDPR compliance statement from time to time. Any changes will be posted on our website, and where appropriate, notified to you by email.

10. Contact Us

If you have any questions or concerns about this GDPR compliance statement or how we handle your personal data, please contact us at:

  • Email:info@coastalwoodburners.co.uk
  • Address:24 Grants Walk, St Austell, PL25 5AA
  • Phone:01726 337570

Coastal Woodburners Ltd is committed to safeguarding your personal data and ensuring that our practices are transparent and compliant with GDPR requirements.

  1. Photos and videos

As part of our installation service, Coastal Woodburners Ltd may take photographs or videos of the progress of the works and the finished products. Photos and videos are taken as insurance of compliance and may be used for legal matters should any issues arise with the works carried out.

Any photos or videos taken may also be used on our social media platforms or our website and will be stored in a secure portfolio of previous jobs that have been carried out.  Photos or videos must not include any of the customer’s personal belongings such as printed photographs or any item that may contain personal information.

Photos and videos will not be shared with any third party organisation, unless for legal reasons. The customer will be notified of this prior to sharing.

If you do not wish for us to share images or videos of your installation on any of our social media platforms or website then please contact us at: info@coastalwoodburners.co.uk

You may also request for your image to be removed from any of our platforms at any time.

 

Complaints Procedure:

  1. Initial Complaint: If you have a complaint, please contact us via email at: info@coastalwoodburners.co.uk with the details of your concern.
  2. Acknowledgment: Coastal Woodburners Ltd aim to acknowledge any complaint within 2 business days and provide a timeline for any
  3. Investigation: The team will thoroughly investigate the issue and may request additional information or clarification from you.
  4. Resolution: Coastal Woodburners Ltd aim to resolve all complaints within 10 business days. We will inform you of the outcome and any actions we plan to take to address the issue.
  5. Escalation: If you are not satisfied with the response, or have any concerns that Coastal Woodburners Ltd cannot resolve, you may escalate your complaint to

We value your feedback and are committed to resolving any issues promptly and fairly.

 

Recurring Payments and Care Plans

1. Care Plan Overview

Coastal Woodburners Limited offers three care plans for our customers:

  • Bronze: £6 per month
  • Silver: £10 per month
  • Gold: £13 per month

Each plan includes an annual service, which will be scheduled during the 12th payment month of your subscription, once the 12th payment has been made

2. Payment Processing

Recurring payments for the selected care plan will be processed through FuturePay by WorldPay. By enrolling in a care plan, you authorise Coastal Woodburners Limited to automatically charge the agreed monthly fee to your selected payment method on the same date each month.

3. Payment Schedule

  • Payments will be automatically deducted from your account each month on the same calendar date as the initial payment.
  • The first payment will be charged on the date you enrol in the care plan, with subsequent payments being charged on the same day each month. Bronze care plan customers will pay every two months. 

4. Cancellation of Care Plans

  • You may cancel your care plan subscription at any time by submitting a written cancellation request via email to info@coastalwoodburners.co.uk
  • To avoid being charged for the next 12-month cycle, cancellation requests should be submitted before the first payment of the new cycle is processed.
  • If you cancel after the first payment of a new 12-month cycle, the care plan will remain active until the end of that cycle, and no refunds will be issued for any remaining months.

5. Annual Service Scheduling

  • The annual service included in your care plan will be scheduled for the 12th payment month once the 12 payment has been made.
  • Coastal Woodburners Limited will contact you to arrange the service at a mutually convenient time.
  • If the service cannot be completed during the 12th month due to unforeseen circumstances, it will be rescheduled at no additional cost.

6. Payment Failures

  • If a payment fails, you will be notified via email. A reattempt will be made within 7 days.
  • If the payment fails a second time, your care plan may be suspended or cancelled, and any services provided under the plan may be billed at the standard rate.

7. Changes to Payment Details

  • It is your responsibility to ensure that your payment details are up-to-date. Any changes to your payment method should be communicated to Coastal Woodburners Limited at least 14 days before your next scheduled payment.
  • Failure to update your payment details may result in payment failure and suspension of your care plan.

8. Amendments to Care Plans

  • Coastal Woodburners Limited reserves the right to amend the terms of the care plans, including pricing, with a 30-day notice to current subscribers.
  • Any changes will be communicated via email, and you will have the option to cancel your subscription if you do not agree with the new terms.

If you have any questions or require further assistance regarding your care plan or the recurring payments, please contact us at 01726337570