FireWise Services – Policies & Service Guidelines

At FireWise Services, we take pride in providing honest, dependable, and professional fireplace care. To ensure the best possible experience for every customer, we ask that you review our policies below. These guidelines help us keep appointments on schedule, maintain safety standards, and deliver top-quality service every time.

FireWise Appointment Window Policy 

When you schedule an appointment with us, please note that all service calls come with a 2-hour appointment window.

This window allows our technician to:

• Complete each job thoroughly and safely
   
• Handle any unexpected issues that may arise
   
• Ensure every home receives the attention and care it deserves
   

Please also keep in mind that we may arrive a little earlier or a little later than your scheduled time, depending on traffic and the length of prior jobs. We never rush through a service your fireplace and your home’s safety are always our priority.

You’ll still receive a message when we’re on the way, so you’re never left guessing.

Thank you for your understanding and for trusting FireWise Services with your home’s fireplace safety! 

• Appointments are scheduled Monday through Friday, typically in the afternoon hours (3:00–5:00 PM) unless otherwise arranged.
   
• You’ll receive a confirmation message prior to your appointment, along with a reminder text or call about an hour before arrival.
   
• Please ensure someone 18 or older is present at the home during service.
   

• Payment is due at the time of service.
   
• Accepted forms of payment include cash, card, check, Venmo, or Zelle.
   
• Invoices and receipts can be emailed upon request for your records.
   

• We understand that things come up! If you need to reschedule or cancel, please notify us at least 24 hours in advance whenever possible.
   
• Cancellations made within 24 hours may be subject to a $25 late cancellation fee to help offset lost appointment time.
   

We stand behind our work. If you experience an issue related to your recent service, please contact us within 7 days and we’ll make it right. Our goal is always your comfort, safety, and peace of mind.

We proudly serve Wendell, NC, and the surrounding communities with no additional travel charge for most local visits.

• No travel fee for locations within approximately 60 minutes of Wendell.
  (This includes most of Wake, Johnston, and eastern Raleigh areas.)
   
• For locations beyond 60 minutes one-way, a $50 travel fee may apply to help cover time and fuel.
   
• Travel fees are always discussed up front — no surprises.
   

“Our goal is to provide safe, reliable fireplace service that keeps your home warm and worry-free, wherever you are.”