Gas-Tech GOLD Terms & Conditions
DOMESTIC USE
Gas-Tech Gold agreements are only available for Gas appliances used inside your home for domestic purposes. If you own a domestic property which you let out, we can offer you an agreement plus a Landlords Gas Safety record or a Gas-Tech Gold for Landlords agreement.
OUR RESONSIBILITIES
We will meet our responsibilities under our agreement(s) within a reasonable time unless it is impossible because of circumstances outside of our control.
FIRST SERVICE
If you agreement includes a first service, we will inspect your boiler and/or controls and/or your gas central heating system or gas appliance (whichever is included under the agreement) to make sure they are safe and in good working order. Your Gas-Tech service engineer will fill in a service/breakdown checklist to show you what he or she has checked. We will normally carry out this service within 42 days of the beginning of your agreement where possible. However, as we give priority to breakdowns, it can be later if there is a lot of demand for our services especially in colder periods. If the service reveals a problem, we will;
· tell you that work is needed and what it will cost you for that work to be done
· cancel the agreement and refund your money
We will not carry out a first service if we have already carried out a first or annual service at the property (irrespective of change of ownership) within the last 12 months.
ANNUAL SERVICE
This section applies if your agreement includes an annual service. We will let you know when it is time to carry out an annual service.
We will normally carry out only one first service or annual service at a property (irrespective of change of ownership), in any 12 month period. We will then carry out an annual service around the same time each year where possible. This will depend on our workload and you preference for an appointment. As long as we are given access to your home, we will always make sure we check that your system or appliance is safe. You can also call us at any time to arrange or rearrange you annual service if it is due.
GAINING ACCESS TO YOUR PROPERTY & ARRANGING APPOINTMENTS
It is your responsibility to allow us access to your property. If we cannot gain access to your property, we will be unable to carry out the necessary work. If this happens, we will tell you so that you can arrange another appointment. If you do not arrange an appointment or we cannot gain access, your agreement will continue even though we have been unable to carry out the service. If, after several attempts, you have not made an appointment or we are still unable to gain access, we may cancel your agreement. We will tell you in writing if this is the case.
POWER FLUSH
We use our power flush to clean the system to remove sludge and other waste from central heating systems. If we recommend that your system needs cleaning through with the power flush we will charge you to undertake this work. Once it is finished, there will be no charge for any future power flush work that may be needed, as long as you keep a continuous Gas-Tech Gold agreement at that property. Our engineer will also advise you what other work is needed in order to avoid future problems. We may suggest you correct any design faults that might cause the problem to return. When a repair is needed due to sludge (for example, damage to pump, valves or radiators) and we have not already told you that you need to flush and clean your system with the power flush or a similar procedure, we will attempt to carry out a repair (excluding the use of the power flush) and will do so at no extra cost.
MAGNETIC FILTERS AND SCALE REDUCERS
We will repair any magnetic filters and scale reducers (if we have installed them) on gas appliances and heating systems included under your agreement. We will also clean the filter on your magnetic filter if necessary, as part of any annual service, whether or not we have installed it. Once installed, there will be no charge for any future magnetic filter work that may be needed, as long as you keep a continuous Gas-Tech Gold agreement at that property.
In case of a repair, if you have either no heat or hot water we will be with you on the same day if you call us before 10am.
· For your annual service we will arrive Monday to Friday within two appointment windows – am or pm.
LANDLORDS SAFETY RECORDS/INSPECTION
If you have Gas-Tech Gold for landlords that includes a gas safety record, we will only check and issue a gas safety record for the appliances that are included in your agreement. We can inspect for safety or service any other gas appliances not included in your agreement for an extra cost. After the inspections on the gas appliances, we will then send you a gas safety record showing that we have done a safety inspection, which will include details of any faults we have found and repairs required. If you or we cancel your agreement after we have provided a gas safety record we will not refund our fee for providing these.
YOUR CANCELLATION RIGHTS
You must contact us in order to cancel your agreement. You can do this by either writing to us at Gas-Tech Heating Services. Cancelling your standing order with your bank will not cancel your agreement with us. Your right to cancel your agreement is subject to the following;
· If you cancel by posting a letter or telephoning within 14 days starting from the day after you receive written confirmation of your agreement with us (cooling off period) you will receive a full refund of any money paid (unless we have carried out a repair, in which case minimum charges will apply. Please read the section below on ‘charges’).
· If you cancel the agreement after the cooling off period, we will give you a refund based on how long is left of any 12 month advance or standing order payments, this is subject to any deduction we may make under ‘charges’.
· CHARGES – If your agreement is cancelled after the cooling off period, we may charge you an amount to bring any payments you have made in the last 12 months up to the amount set in the table overleaf. This will depend on the date of cancellation. The ‘charge’ covers the costs we have had to pay but which we have not yet reclaimed at the point of cancellation. It includes things such as our costs of carrying out services, dealing with repairs, our organisational costs or the costs of dealing with your agreement with us (or all of the above).
· FOR ALL GAS-TECH GOLD CUSTOMERS – If you are in the first year of your agreement, up to £175.00.
OUR CANCELLATION RIGHTS
We may cancel your agreement under the following circumstances;
· If we give you reasonable notice
· If you have given false information
· If you do not make an agreed payment
· For agreements concerning gas boiler, gas appliances or heating systems if;
*we find something wrong at the first service or;
*we have advised you that permanent repairs or improvements are needed to make sure your appliance or system works properly, and you do not follow our advice within a reasonable period. This advice may include replacing your boiler or system. (What constitutes a reasonable period will vary depending on the nature of the issue and the period could be short in the case of, for example, a safety issue).
· If your appliance or system is not on our approved list or we are not reasonably able to find parts to keep your system or appliance working safely.
· If circumstances arise (including health and safety issues) which make it inappropriate for the contract to continue.
· If we cancel your agreement we will;
*for agreements concerning gas boilers, gas appliances or heating systems give you a full refund if we find anything wrong at a first service;
*for agreements concerning gas boilers, gas appliances or heating systems that do not include a first service, if we cancel because we find parts are no longer available to undertake the repair, give you a refund of the amount paid in the current period of cover only or;
*in all other circumstances in which we cancel your agreement, give you a refund based on how long is left of any 12 month cash, cheque or credit card or debit card payment you have already made, after any applicable minimum payments have been met. Please see ‘Charges’ section.
· If we cancel your agreement because we have told you that permanent repairs or improvements are needed, if, after several attempts, you have not made an appointment or we still cannot gain access, we may cancel your agreement. We will tell you in writing if this is the case.
SAFETY ADVICE
We may advise you that permanent repairs or improvements are needed to make sure your appliance or system works safely (for example, to comply with gas safety regulations, such as upgrading your ventilation to meet current standards). If you do not follow our advice, it may mean that we are unable to fulfil all of our obligations under your agreement. In this case, your agreement will continue to run unless you tell us you would like to cancel or if we cancel the agreement (see ‘Your Cancellation Rights’ and ‘Our Cancellation Rights’).
SPARE PARTS
If our engineer does not carry the spare parts your repair work needs on the day, we use a central stock of 30,000 parts. This means we can get hold of most items the following working day. Otherwise, we will do all we reasonably can to find and install parts from our approved suppliers. We may use other approved parts that have been reconditioned by the original manufacturer.
LABOUR
One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work.
Exemption
Each individual repair is covered up to £500 INC VAT, inclusive of parts and labour.
APPROVED EQUIPMENT
We only undertake work on appliances, energy-management systems and plastic pipes which are on our approved list.
THIRD-PARTY RIGHTS
Nobody other than you will be able to benefit from this agreement; it cannot be passed to someone else without our written consent.
GUARANTEES
Gas-Tech guarantees all parts and labour for 12 months from date of repair. Any guarantees do not affect your legal rights under the Sale of Goods Act 1979 and Supply of Goods and Services Act 1982. You can get advice about your rights from a Citizens Advice Bureau or Trading Standards Department.
APPOINTMENT TIMES FOR YOUR ANNUAL SERVICE
Gas-Tech lets you choose the time that suits you – from AM (8am – 1pm) or PM (12 noon – 6pm).
PAYMENTS
Following your first payment (usually by standing order), payments for your agreement will be due monthly. If you choose to pay by cash, cheque or credit card we may charge you a small administration fee for processing your payment. All of our charges are inclusive of relevant taxes at the prevailing rate.
MOVING HOME
If you are moving home, please notify us as soon as possible about any changes of address. Once we receive new details from you for your new home we will automatically transfer your agreement to this new address unless you inform us otherwise. We will arrange a first service for your new home (please refer to first service and annual service sections above)
GOVERNING LAW
The terms and conditions for all products and services are written in English and all correspondence entered into shall be in English. Your agreement is governed by the laws of England and Wales.
DESIGN OR EXISTING FAULTS
We will not include the cost of repairs needed because of design faults (unless Gas-Tech are responsible), or faults which existed before you entered into your agreement or which we could not identify on our first service or inspection of that particular system or appliance using reasonable care and skill. For example, pipes buried under concrete floors that have been installed incorrectly or without wrapping or movement protection.
ACCIDENTAL DAMAGE/THIRD-PARTY DAMAGE/DAMAGE FROM INTENTIONAL RISK TAKING
Except where accidental damage caused by you is specifically stated as being included under an agreement, the cost of repairs relating to damage caused by you is excluded from all agreements. Where work is undertaken on your system by a third party, whether or not following our advice, which results in damage to that or another part of your system, the repair of any such damage will be excluded from your agreement.
ALL OTHER LOSS AND DAMAGE
Unless we are responsible for it, we will not include loss or damage to property (including any cleaning needed) or any other type of loss accidentally damaged by you or leaking (for example, damage to furniture caused by water leaks). If access has to be made to your appliance, boiler or system we will fill in any holes and leave the surface level but we will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility, unless we have been negligent.
RISKS NORMALLY INSURED UNDER HOUSEHOLD OR OTHER INSURANCES
Except and only to the extent specifically stated as being included under a Gas-Tech Gold agreement, we will not include the repairing of faults or damage or replacement of appliances/systems caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. You should check your household insurance to make sure you have enough cover for these risks.
OTHER EXCLUSIONS
We will not include the following:
· Replacing appliances, bathroom fixtures, showers and sanitary ware (apart from boilers as described earlier).
· Improvements including work that is needed to bring your appliance/system up to current standards/legislative requirements. Examples of these improvements include replacing parts such as flues or vents that do not meet current standards (these are examples only, not a complete list). You may need to have improvements carried out before we are able to complete other repairs to your appliance/system.
· Upgrades which you may want to have carried out to improve your appliance/system. Examples of upgrades include replacing working radiators with improved models (these are examples only, not a complete list).
· Replacing or repairing parts that do not affect how the appliance/system works or decorative or specialist parts.
· Resetting controls (for example, thermostats and programmers following changes due to winter or summer).
· Repairing faults or clearing physical blockages (blockages such as rubble, sludge and scale but not air locks) or repairing damage caused by scale, sludge or other debris if we have told you permanent repairs, improvements or a power flush (or a similar cleaning procedure) are needed to make sure your appliance/system works properly. We will only tell you this if, in our expert opinion, it is necessary.
· Removing asbestos associated with repairing the appliance/system. When you have had any asbestos removed, you must give us a clean-air certificate before we will do any further work at your property. By law, the person who removes the asbestos must give you a clean-air certificate.
· Cash alternatives for service, maintenance or repair.
· The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity or water services.
· Commencing and/or continuing services where we reasonably consider that there is a Health & Safety risk including: the presence of; hazardous materials; infestations; or harassment of our personnel including verbal or physical abuse. We will not recommence work until the Health & Safety risk has been rectified to our satisfaction.
USING PERSONAL INFORMATION
We or our agents may use information about you to:
· Identify you when you contact us so that we know exactly who we are speaking to
· Create statistics, test computer systems and analyse customer information
· Help to prevent and detect fraud or loss; and
· Contact you in anyway (including by post, email, phone, text, multimedia message or visiting you) about products and services we can offer.
We may allow other people and organisations to use information we hold about you:
· To help to prevent and detect debt, fraud, or loss (for example by giving this information to a credit-reference agency). If you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt;
· If we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes;
· As part of current or future legal action;
· As part of government data-sharing initiatives.
From time to time these other people and organisations maybe outside the European Economic Area (EEA) in countries that do not have the same standards of protection for personal information as the UK.
We may use your information to help train our staff. We may also monitor and record any communications we have with you (including phone conversations and emails) to make sure that we are providing a good service and to make sure we are meeting our legal and regulatory duties.
We may pass your address, property and postcode, and details of your gas appliances, flue, hot-water cylinder, system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities including Capita Gas Registration and Ancillary Services Limited (previously Corgi) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and other relevant items/equipment meet building regulations.
If you give us information on behalf of someone else, you confirm you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described in this section. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document.