Last updated: October 2026
By accessing or using the FirewooDirect platform ("Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Platform. Your continued use of the Platform constitutes acceptance of these Terms and any future modifications.
FirewooDirect is an online marketplace that connects firewood buyers ("Buyers") with firewood vendors ("Vendors"). The Platform facilitates the creation of firewood delivery requests, the submission of offers by Vendors, and the management of orders, payments, and fulfillment. FirewooDirect acts as an intermediary and does not itself sell or deliver firewood.
To use the Platform, you must create an account and provide accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account. FirewooDirect reserves the right to suspend or terminate accounts that violate these Terms or contain inaccurate information.
As a Buyer, you may:
By accepting an offer, you authorize FirewooDirect to place a hold on your payment method for the total order amount (including service fees) via our payment processor. Funds are held in escrow until delivery is confirmed and verified, at which point they are released to the Vendor.
As a Vendor, you agree to:
Failure to fulfill accepted orders may result in strikes against your account, trust tier demotion, or account suspension.
FirewooDirect charges the following fees:
All payments are processed through Stripe. Funds are held in escrow using Stripe's manual capture mechanism. The Buyer's payment method is authorized at the time of offer acceptance, and funds are captured (released to the Vendor) only after the Vendor submits delivery photos, as described in Section 7. If delivery is not completed within 7 days of authorization, the authorization expires, the order is closed, and the Buyer is not charged.
Vendors are required to document deliveries with before and after photos. Photos are subject to automated validation including:
For orders totaling less than $250, funds are released to the Vendor as soon as both a before and an after photo are submitted. For orders of $250 or more, funds are released immediately if the photos pass validation; otherwise a 24-hour dispute window is applied after delivery is marked complete. During this window, Buyers may confirm the delivery and release funds, or report an issue. If no action is taken within 24 hours, funds are automatically released to the Vendor.
Rescheduling. A Vendor or their driver may move a delivery to a later day. The order and the Buyer's held payment are unaffected, and the Buyer is notified of the new date. If a delivery is not completed within the timeframe described in Section 6, the automatic refund still applies regardless of how many times it has been rescheduled.
Cancellation before departure. If the order is cancelled by either party before the Vendor or driver sets out, the Buyer's payment authorization is released in full and no fee is charged.
No Buyer cancellation after departure. Once a Vendor or driver has set out with the delivery, the Buyer can no longer cancel the order. If the delivery has not arrived by the end of the scheduled delivery day plus four hours, the Buyer may report that it never came, and the payment authorization is released in full.
Failed delivery attributable to the Buyer. Where a Vendor or driver cancels after setting out for a reason attributable to the Buyer — nobody being present to receive the delivery, or the delivery location being inaccessible to the vehicle — the Buyer's service fee is non-refundable.
Wasted-trip fee. If the Vendor or driver has already arrived at the delivery location and the cancellation is attributable to the Buyer, a wasted-trip fee of up to $35, capped at 25% of the base price, may also be charged and is paid to the Vendor. This fee is only charged where the Vendor has provided location and photographic evidence of the attempted delivery.
No charge where the Vendor cancels. Where a cancellation is attributable to the Vendor or driver — including vehicle failure, accident, weather, or an incorrect load — the Buyer's payment authorization is released in full and no fee of any kind is charged.
Contested cancellations. Where a Vendor cancels citing a reason attributable to the Buyer, the Buyer is notified and may confirm or contest it. If the Buyer contests, no funds are captured and the matter is handled under Section 9. If the Buyer does not respond within 12 hours, the order is closed and the service fee is retained; no wasted-trip fee is charged in that case.
Buyers have the right to report issues with their orders during the dispute window. FirewooDirect will review reported issues and may mediate between Buyers and Vendors to reach a resolution. Resolutions may include full or partial refunds, redelivery, or other remedies as determined by FirewooDirect at its sole discretion. FirewooDirect reserves the right to implement automated dispute resolution systems in the future.
FirewooDirect provides the Platform on an "as is" and "as available" basis. FirewooDirect is not a party to the transaction between Buyers and Vendors and does not guarantee the quality, safety, legality, or availability of any firewood listed on the Platform. To the maximum extent permitted by law, FirewooDirect shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform, including but not limited to loss of profits, data, or goodwill.
FirewooDirect may suspend or terminate your account at any time, with or without cause and with or without notice. Reasons for termination may include, but are not limited to, violation of these Terms, fraudulent activity, repeated order cancellations, or accumulation of vendor strikes. Upon termination, any pending escrow funds will be handled in accordance with our refund policies.
FirewooDirect reserves the right to modify these Terms at any time. We will notify users of material changes by updating the "Last updated" date at the top of this page. Your continued use of the Platform after changes are posted constitutes your acceptance of the modified Terms. We encourage you to review these Terms periodically.
If you have questions about these Terms of Service, please contact us at support@firewoodirect.com.