Privacy Policy

Service Terms

1. White Rock Fireplace Service Policy

At White Rock Fireplace Service, we are committed to providing the best customer experience. Please review our policies below to ensure smooth service and a clear understanding of our Policy of Service.

Service and Fragile Components

During service, certain parts such as logs, brick panels, pilot assemblies, and gasket materials may break due to age, wear, and exposure to heat. Customers should be aware that these components are fragile, and while we take care in handling them, White Rock Fireplace Service is not responsible for any damages that may occur to these parts during the service process.

Booking & Rescheduling

Customers may reschedule their service appointment up to 24 hours prior to the scheduled service time. Rescheduling requests made within 24 hours of the appointment may not be accommodated.

Cancellations & Fees

Cancellations made less than 24 hours before the scheduled service will incur a 50% cancellation fee. This fee helps cover costs related to scheduling, preparation, and the time allocated for your service.

2. Troubleshooting Advice & Liability

Our help desk offers troubleshooting advice via email to assist you in resolving fireplace-related issues. Please note the following:

The advice provided is intended for informational purposes only. We do not guarantee that following our advice will resolve your issue, nor are we liable for any damages, injuries, or losses that may result from acting on this advice.
You acknowledge that any action taken based on the troubleshooting advice is at your own risk.
All troubleshooting advice is subject to a consultation fee, which will be determined based on the scope and complexity of the issue. Fees will be communicated prior to any advice being provided.

3. Parts Purchases & Product Returns

All parts purchased from White Rock Fireplace Service are generally final sale due to the nature of these items. However, we do accept exchanges and returns within 15 days of purchase, provided the product box has not been opened and the product has not been used. Returned or exchanged products are subject to a restocking fee.
To request an exchange or return, please email us at whiterockfireplaceservice@gmail.com with your original email address used for the purchase and a copy of your invoice. If your request is approved, White Rock Fireplace Service will issue a Return Merchandise Authorization (RMA) to complete the process.
Returned or exchanged products are subject to a restocking fee, and parts ordered and shipped directly to customers are subject to applicable shipping fees, which will be calculated at checkout.

4. Limitation of Liability

White Rock Fireplace Service is not liable for any direct, indirect, incidental, or consequential damages arising from the use or inability to use our services or parts, including but not limited to damages resulting from advice provided, improper installation, or misuse of fireplace products. It is the responsibility of the customer to ensure proper installation and use of all products and services.

5. Governing Law

This disclaimer, along with any transactions made through our website, is governed by the laws of the province of British Columbia, Canada. Any disputes arising from these terms shall be resolved within the applicable courts of British Columbia.

6. Agreement to Terms

By using our services or purchasing parts through our website, you acknowledge that you have read, understood, and agree to this disclaimer.

PRIVACY POLICY

White Rock Fireplace Service ("we," "us," or "our") is committed to protecting the privacy and security of your personal information. This Privacy Policy outlines how we collect, use, store, and protect your data when you visit our website or engage with our services. By using our website or providing your personal information to us, you agree to the practices outlined in this policy.

1. Information We Collect

We collect personal information that you provide directly to us when you use our services or interact with our website. This includes:

Personal Identification Information: Name, email address, phone number, billing and shipping addresses, payment information.
Transactional Information: Details about the services you request, including fireplace maintenance, repairs, troubleshooting requests, and parts orders.
Website Usage Data: IP addresses, browser types, device information, pages visited, and interaction with our website (collected through cookies and analytics tools).

2. How We Use Your Information

We use your information for the following purposes:

To Provide Services: To process service requests, including fireplace maintenance, repairs, and troubleshooting support. This includes contacting you regarding service appointments, advice, and consultations.
To Process Orders: To process payments, fulfill parts orders, and arrange shipping.
To Improve Our Services: To personalize your experience on our website, improve customer service, and track usage patterns for optimization.
To Communicate with You: To send you updates, promotions, service reminders, and other information that may be relevant to our business relationship. You may opt out of marketing communications at any time.
To Comply with Legal Obligations: To meet any legal or regulatory requirements, resolve disputes, or enforce our agreements.

3. Sharing Your Information

We do not sell, rent, or trade your personal information to third parties. However, we may share your information in the following cases:

Service Providers: We may share your information with trusted third-party service providers who assist us in operating our website, conducting business, or fulfilling orders (e.g., payment processors, shipping carriers, or email services).
Legal Compliance: We may disclose your information to comply with applicable laws, regulations, legal processes, or government requests.
Business Transfers: In the event of a merger, acquisition, or sale of assets, your personal information may be transferred to the new owner as part of the transaction.

4. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience. These technologies may track user activity, preferences, and site performance, and help us deliver personalized content and advertisements. By using our website, you consent to the use of cookies. You can manage your cookie preferences through your browser settings.

5. Data Security

We implement a variety of security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. However, please note that no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

6. Retention of Data

We will retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, including for legal or accounting purposes. Once your information is no longer needed, we will securely delete or anonymize it.

7. Your Rights and Choices

Depending on your jurisdiction, you may have certain rights regarding your personal information, including:

Access: You may request access to the personal information we hold about you.
Correction: You may request corrections to inaccurate or incomplete information.
Deletion: You may request the deletion of your personal data, subject to certain exceptions.
Opt-out: You may opt out of marketing communications by clicking the "unsubscribe" link in emails or by contacting us directly.

To exercise any of these rights, please contact us using the contact information below.

8. Third-Party Links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party websites you visit.

9. Children's Privacy

Our services are not intended for individuals under the age of 16, and we do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 16, we will take steps to delete that information.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make changes, we will update the "Last Updated" date at the top of this page. We encourage you to review this policy periodically for any updates.