Payment Plan Terms & Conditions

Last updated: June 2026

1. About the Firewood Payment Plan

The Firewood Payment Plan allows customers to make regular monthly payments to Calido. Each successful monthly payment is added to the customer’s Calido account as store credit shortly after the payment is taken.

This is a pre-payment/store credit scheme. It is not a loan, finance agreement, regulated credit agreement, savings account or bank account.

Payments are credited on a £1 for £1 basis. No interest, bonus, discount or other financial return is earned on payments made into the plan.

Store credit is not protected by the Financial Services Compensation Scheme and is not held in a separate client account, trust account or ring-fenced account.

2. Who can join

The Firewood Payment Plan is available to UK customers aged 18 or over.

The scheme is for consumers only and is not available to business, commercial or trade customers.

Customers must have a Calido customer account in order to use the plan. Guest checkout cannot be used with the Firewood Payment Plan.

Only one active Firewood Payment Plan is permitted per customer.

Firewood Payment Plans must be set up by the customer online. 

3. Monthly payment amounts

Customers can choose one of the monthly payment amounts available at the time of sign-up. The current monthly payment options are:

• £25 per month

• £50 per month

• £75 per month

• £100 per month

Calido may change the available payment plan options for new customers in future. This will not automatically change an existing customer’s monthly payment amount unless the customer asks us to change it.

4. Monthly card payments

Payments are collected monthly by recurring card payment, processed securely through our subscription provider, Seal Subscriptions, using the payment card the customer provides when they sign up.

The first payment is taken when the customer signs up and completes checkout. Each further payment is then taken automatically once a month on the monthly anniversary of sign-up.

Customers cannot currently choose a specific monthly payment date; payments recur on the monthly anniversary of sign-up.

Payments continue monthly until the customer cancels the plan or the plan is otherwise cancelled in accordance with these terms.

Customers will need to keep a valid payment card on file. Our payment and subscription providers may send customers payment confirmations, renewal reminders and other payment-related communications.

Because payments are taken by card rather than by Direct Debit, the Direct Debit Guarantee does not apply to the Firewood Payment Plan. Customers retain the normal protections offered by their card provider and by applicable consumer law, and can stop future payments at any time by cancelling their plan (see section 10).

5. When store credit is added and how to check your balance

Store credit is added to the customer’s Calido account shortly after each successful monthly card payment. This is usually within a short time of the payment being taken, but may occasionally take a little longer.

A payment that is still processing, pending or awaiting confirmation does not mean the store credit is immediately available.

Customers can view their current store credit balance by logging into their account on the Calido website and going to their account dashboard.

If the customer stops making monthly payments, they will still be able to view any remaining store credit balance by logging into their Calido account.

6. Using store credit

Store credit may be used against purchases from the Calido website, including firewood, delivery charges, accessories, kindling, briquettes, stoves, sale items, subscriptions and gift cards.

Store credit may also be used for orders placed by phone or email.

If an order value is higher than the available store credit balance, the customer must pay the remaining balance using another accepted payment method.

If an order value is lower than the available store credit balance, the unused balance will remain on the customer’s account.

Store credit can be used alongside discount codes, loyalty points, gift cards and other promotions, unless stated otherwise in the terms of a specific promotion.

Loyalty points are earned on the monthly payments made into the plan. Points are not earned again on the part of a later purchase that is paid for using store credit.

7. Prices, stock and delivery

Joining a Firewood Payment Plan does not reserve any firewood, fuel, product, delivery slot or other stock.

Joining a Firewood Payment Plan does not lock in product prices. Customers pay the prices shown at the time they place their actual order.

Calido may change product prices, delivery charges, product availability and delivery areas from time to time.

All standard delivery restrictions, postcode exclusions and delivery terms continue to apply.

8. Changing a payment plan

Customers may ask to change their monthly payment amount to another available Firewood Payment Plan amount, or can make changes themselves through the customer portal.

The easiest way to make changes is through your own customer portal. Should you need assistance changing them requests should be sent to sales@calidologs.com.

A requested change may not take effect until after the next scheduled payment if the request is received too close to the next payment date.

Depending on the options enabled, customers can pause or cancel their plan through their customer account. Customers who wish to stop paying can also cancel their plan (see section 10).

9. Failed payments

If a monthly card payment fails (for example, because the card has expired or there are insufficient funds), our subscription provider may automatically attempt to take the payment again.

A failed payment may be retried a number of times over a short period.

If the payment still fails after retries, Calido may cancel the customer’s Firewood Payment Plan.

Calido does not charge an administration fee for failed payments, cancellations, refunds or plan changes.

Calido may suspend use of store credit while a failed payment, payment reversal, chargeback or payment dispute is being investigated.

10. Cancelling a payment plan

Customers may cancel their Firewood Payment Plan at any time.

Customers can cancel through their Calido customer account, where this option is available, or by contacting Calido.

To help prevent another payment from being collected, customers should give Calido at least 7 days’ notice before their next scheduled payment date.

Cancellation requests to Calido should be sent to sales@calidologs.com.

If a payment has already been taken, or is too close to the next payment date to be stopped, that payment may still be processed. If this happens, the amount will be added to the customer’s store credit balance, or may be refunded in accordance with these terms.

Cancelling the Firewood Payment Plan does not remove any unused store credit from the customer’s account.

11. Refunds of unused store credit

Customers may request a refund of unused store credit.

Refunds will normally be made to the original payer and/or original payment source. If the customer has died, Calido may refund the balance to the customer’s spouse, personal representative or estate, subject to appropriate checks.

Calido may ask for reasonable information to verify the customer’s identity, payment source, account ownership or authority to request a refund.

Calido may deduct any unpaid amounts owed to Calido or bonus credits or loyalty points not paid for from the customer’s store credit balance before making a refund.

Store credit is intended to be used for Calido purchases and cannot generally be exchanged for cash, except where it is unused credit paid through the Firewood Payment Plan, where Calido agrees to make a refund, or where required by law.

Calido may refuse or delay a refund request where it reasonably suspects fraud, misuse, account abuse, a payment dispute, a payment reversal or a breach of these terms.

Refunds are available only for unused store credit. Store credit that has already been spent cannot be refunded as store credit, although the customer’s normal consumer rights and Calido’s usual returns policy continue to apply to purchases made using store credit.

12. Chargebacks and reversed payments

Customers’ rights under their card provider and applicable consumer protection law are not affected by these terms.

If a card payment is later refunded, reversed, charged back or otherwise reclaimed after store credit has already been added to the customer’s account, Calido may reverse the corresponding store credit.

If the customer has already spent that store credit, the customer’s Calido account may show a negative balance or the customer may owe Calido the equivalent amount.

In that situation, Calido may:

• suspend further use of the customer’s account or store credit;

• cancel the Firewood Payment Plan;

• set off the amount owed against any remaining or future store credit;

• require payment of the outstanding amount before accepting further orders; and/or

• take reasonable steps to recover the amount owed.

This does not affect a customer’s legitimate right to dispute a payment, but it means that store credit funded by a reversed, refunded or charged-back payment will no longer be treated as paid credit.

13. Non-transferable credit

Store credit is personal to the customer and cannot be transferred, sold or assigned to another person.

Calido may make exceptions at its discretion in cases such as death, serious illness or other exceptional circumstances.

14. Account misuse, fraud or payment abuse

Calido may suspend or cancel a Firewood Payment Plan if it reasonably suspects fraud, misuse, abuse of the scheme, payment reversal abuse, chargeback abuse, account misuse or breach of these terms.

If Calido closes a customer account for fraud, abuse, chargebacks, misuse or breach of these terms, Calido may cancel the customer’s recurring card payment and Firewood Payment Plan.

Where appropriate, any unused funds may be returned to the original payment source after deduction of any unpaid amounts owed to Calido.

15. Discontinuing the scheme

Calido may change, suspend or discontinue the Firewood Payment Plan scheme at any time.

If Calido discontinues the scheme, existing store credit will remain on the customer’s account until used or refunded in accordance with these terms.

16. Communications

Calido may contact customers about their Firewood Payment Plan by email, SMS, phone or post.

Customers should keep their contact details up to date.

Questions about cancellations, refunds, balance queries or plan changes should be sent to sales@calidologs.com.

17. Relationship with other terms

These Firewood Payment Plan terms apply in addition to Calido’s general website terms and conditions, delivery terms, returns policy, privacy policy and any other terms that apply to purchases from Calido.

If there is any conflict between these Firewood Payment Plan terms and Calido’s general website terms, these Firewood Payment Plan terms will apply only in relation to the Firewood Payment Plan.