Refund Policy

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Effective Date: 1.1.2025

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1. Service-Based Payments

All payments made to Sootly are for chimney-related services, including inspections, cleanings, and repairs.

Because our services are labor-based and performed on-site, refunds are not issued once a service has been completed, unless the service was not performed as described or agreed upon.

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2. Deposits

Some services may require a non-refundable deposit to confirm your booking.
This deposit secures your appointment and covers advance logistical costs.
If the service is canceled by the client — regardless of notice — the deposit will not be refunded.

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3. Cancellations

You may cancel or reschedule a service at no cost up to 24 hours before the scheduled appointment.
Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of $50 to cover operational costs.

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4. Refund Eligibility

Refunds may be issued under the following conditions:

• The service was not performed due to a clear error on our part

• The service was paid for but canceled in advance (when eligible)

• The customer was charged more than the agreed-upon rate

All refund requests must be submitted in writing within 7 days of the scheduled service.

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5. How to Request a Refund

To request a refund, please contact us at:
📧 info@sootly.co
📞 (945) 358-8800
Include your full name, service address, date of service, and reason for the request.

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6. Exceptional Cases

In the rare case of billing errors or failure to deliver the agreed service, we’ll gladly investigate and make things right.

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7. Final Note

We’re committed to fair, honest service. If something didn’t go right, we’ll do our best to make it right — but we also stand behind our policy.