Terms of Service

Please select the relevant agreement below.

General Installation & Repairs

For one-off jobs, installs, and standard plumbing work.

1. Contract Formation and Acceptance

1.1. Acceptance of Quote: The Works to be carried out and the price to be paid are as set out in the Quote.

1.2. Confirmation: Acceptance of the Quote must be confirmed by you in writing or by email.

1.3. Agreement to Terms: By accepting the Quote and/or by paying the required deposit, you agree to be bound by these Terms and Conditions.

1.4. Deposits: A deposit is required before the commencement of the Works:

Quotes below £1,500: 20% deposit.
Quotes above £1,500: 50% deposit.

2. Execution of the Works and Timelines

2.1. Standard Working Hours: We will carry out the Works during our normal business hours, which are 8:00 am to 6:00 pm, Monday to Friday.

2.2. Requested Out-of-Hours Work: If you request overtime or unsociable hours, this will incur additional charges, which will be agreed upon with you prior to the commencement of the work.

2.3. Variations and Delays:

Customer-Requested Variations: Any changes or additions to the agreed Works requested by you will be subject to additional charges.
Company Delays: We are not responsible for delays caused by reasons beyond our control (e.g., supplier issues, weather). We will complete the work as soon as reasonably possible after such delays.
Customer Delays: If the work is delayed due to your actions (e.g., lack of access, site not ready, or if you are supplying materials that arrive late or are incorrect), we reserve the right to charge for lost time and any additional return visits required.

3. Supply of Materials

3.1. Company-Supplied Materials: Materials supplied by us remain our property until the balance is paid in full.

3.2. Customer-Supplied Materials: If you choose to supply your own materials (e.g., taps, radiators, tiles):

You are responsible for ensuring they are correct, complete, and on-site before work begins.
We accept no liability for the quality, suitability, or failure of customer-supplied items.
If delays occur because customer-supplied materials are missing, damaged, or incorrect, additional labour charges will apply for the waiting time or return visits.

4. Customer Obligations

4.1. Access and Preparation: You must ensure the work area is clear of furniture, personal items, and obstructions before we arrive.

4.2. Workspace Protection: While we take reasonable care, we cannot be held responsible for unavoidable damage to carpets, flooring, or decorations that were not removed or sufficiently protected by you prior to our arrival.

4.3. Utilities: You must provide free access to water, electricity, and gas required to carry out the Works.

5. Warranties and Liability

5.1. Workmanship Warranty: We guarantee our labour/workmanship for 12 months from the date of completion.

5.2. Limitations: This warranty applies only to work we have performed. It does not cover:

Faults arising from pre-existing plumbing/heating issues.
Failures of materials or parts (these are covered by the manufacturer's warranty).
Damage caused by misuse, negligence, or third-party interference.

5.3. Redecoration: Plumbing and heating work can sometimes result in minor damage to boxing, tiles, or floorboards. We will make good structurally, but we are not responsible for redecorating (e.g., painting, replacing tiles, or matching carpets).

6. Payments and Invoicing

6.1. Payment Due Date: The final balance is due immediately upon completion of the Works, or within 7 days of the invoice date if agreed in advance.

6.2. Late Payments: We reserve the right to charge interest on overdue amounts at 8% above the Bank of England base rate.

6.3. Debt Recovery: If payment is not made, you will be liable for all reasonable costs incurred by us in recovering the debt, including debt collection agency fees and legal costs.

6.4. Title of Goods: Goods remain the property of United Gas Services Ltd until paid for in full. We reserve the right to enter your property to reclaim materials if payment is withheld.

7. Cancellation

7.1. Cooling-Off Period: You have a 14-day statutory cooling-off period if the contract was made at a distance. If you request work to start within this period, you agree to pay for work done and materials ordered up to the point of cancellation.

7.2. Late Cancellation: Cancellations made within 24 hours of the scheduled start date may incur a cancellation fee.

8. Disputes

8.1. Resolution: In the unlikely event of a complaint, please contact us in writing. We will aim to respond within 5 working days to resolve the issue amicably.

9. General

9.1. Severability: If any provision of these Terms is found to be invalid, the remaining provisions will remain in full force.

9.2. Jurisdiction: These Terms are governed by the laws of England and Wales.

Care Plan Subscription Terms

Specific terms applicable to Bronze, Silver, and Gold monthly plans.

1. Contract Length and Payment

1.1 Term: All subscription plans are for a minimum period of 12 consecutive months from the commencement date.

1.2 Payment: Monthly payments are due in advance via direct debit or recurring card payment. Failure to maintain payments may result in the suspension or termination of the plan and forfeiture of any scheduled services.

1.3 Price Increases: We reserve the right to increase monthly fees upon renewal of the 12-month term. Customers will be notified in writing at least 30 days prior to any change.

2. Commencement and Cancellation

2.1 Initial Assessment: All new subscriptions may require an initial health check of the system before services commence to identify any pre-existing faults.

2.2 Cancellation: Cancellation requests before the completion of the initial 12-month term will require payment of the outstanding balance for the minimum term, minus any services already rendered.

2.3 Termination by Company: We reserve the right to terminate the contract immediately if the customer fails to adhere to these terms, provides misleading information, or if the system is deemed unsafe or beyond economic repair.

3. Access and Appointments

3.1 Access: The customer must ensure safe, clear, and easy access to the boiler, radiators, controls, and associated pipework during scheduled service times.

3.2 Missed Appointments: If an engineer attends a pre-booked appointment and is unable to gain access, a wasted journey charge may be applied.

4. Plan Specific Inclusions

Bronze Plan

Inclusions: Annual Boiler Service, System Pressure Check, Radiator Bleeding, Visual System Inspection.
Limitations: This plan does not include labour or parts costs for breakdowns or repairs. It is a maintenance-only plan.

Silver Plan

Included Service: All Bronze inclusions PLUS Hot Water Cylinder/Tank Check and Drainage Flow Check.
Discounts: 10% Discount on our standard labour rates for non-emergency plumbing and heating repairs. (Discount applies to labour only, not parts).
Priority: Priority booking for scheduled services and non-emergency repair work.

Gold Plan (Complete Care)

Breakdown Labour Cover: 100% of Labour Costs Covered for diagnosing and repairing unexpected central heating boiler and system breakdowns. EXCLUDES THE COST OF PARTS.
Part Discounts: 10% Discount on the cost of all replacement parts required during a breakdown.
Emergency Response: 48-Hour Guaranteed Emergency Response for complete loss of heating/hot water.
Waiting Period: Full breakdown cover commences only after the initial Annual Boiler Service is completed, followed by a 30-day waiting period. Faults occurring during the waiting period or any pre-existing faults are excluded.

5. General Exclusions (All Plans)

The following are not covered under any plan unless explicitly stated:

Sludge & Contamination: Issues arising from the build-up of sludge, scale, or debris (e.g., blocked heat exchangers). We recommend a PowerFlush to resolve this.
Pre-Existing Faults: Any damage or malfunction that existed prior to the contract start date.
Accidental Damage: Damage caused by third parties, fire, freezing, theft, or misuse.
Non-Heating Plumbing: Showers, toilets, taps, and drains unrelated to the central heating boiler.
Upgrades: The cost of replacing working components for newer models (e.g., upgrading a working thermostat).