Terms & Conditions

1. Who we are and these terms

Gaswork Solutions Ltd (company number 12334272) is referred to as “we”, “us” or “Gaswork Solutions”. Our registered address is 124 City Road, London EC1V 2NX. These terms apply to all goods, materials, installations, repairs, maintenance, inspections, testing and emergency callouts we supply.

They apply to homeowners, landlords, tenants, managing agents, businesses and anyone who asks us to carry out work. If you instruct us for someone else, you confirm that you have authority to do so and are responsible for the charges unless we agree otherwise in writing.

2. Quotes, estimates and acceptance

An enquiry, website booking request, estimate or site visit is not by itself a binding contract. A contract is formed when we accept your instruction, you accept a written quote, you approve work by email or message, pay an agreed deposit, or give us access to begin the agreed work.

Unless a different period is stated, written quotes are valid for 30 days. A quote covers only the scope, labour and materials described in it. It does not include additional work or conditions discovered after it was issued.

3. Changes to scope, price and timing

We may need to revise a quote or timescale where you change the specification, site access is restricted, information supplied is incomplete, supplier or material costs change before purchase, or further work is reasonably required for safety, compliance or completion. We will explain material changes and seek approval before carrying out additional chargeable work where reasonably possible.

4. Prices, hourly work and payment

Current rates and charges are shown on our Pricing page. Prices shown are starting prices unless we confirm a fixed price in writing. We do not currently add VAT. Materials, replacement parts, parking, congestion and other third-party costs are additional unless expressly included in the quote.

For hourly work, the first hour is charged in full as the diagnostic visit. After that, time is charged in 30-minute increments. Reasonable time spent diagnosing a fault, obtaining parts or making an emergency situation safe is chargeable, including where no fault is found or no repair is completed. Materials and replacement parts include our published 25% handling fee.

Payment is due in accordance with the quote or invoice. We may request cleared funds, a deposit or staged payments before ordering specialist materials, reserving an appointment or starting larger works. We may pause work until amounts due under an agreed quote or invoice are paid.

5. Emergency callouts and make-safe work

On an emergency callout, our first priority is to make the immediate issue safe. If a permanent repair cannot be completed immediately because parts are unavailable, it is unsafe to continue or another constraint applies, we may isolate a supply, cap a leak or take other reasonable steps to remove the immediate risk.

The applicable emergency rate and initial diagnostic labour remain payable for a make-safe outcome. Any permanent repair, replacement parts or further work will be discussed and quoted separately. If you smell gas, do not wait for us: follow the National Gas Emergency Service guidance and call 0800 111 999.

6. Appointments, cancellation and access

Please tell us as soon as possible if you need to change an appointment. If you cancel after we have ordered materials, arranged specialist equipment or allocated labour, you are responsible for reasonable costs already incurred. We will always explain any charge before requesting payment.

You must provide safe, clear and timely access to the property, relevant systems and utilities. You must arrange suitable parking and any necessary entry permissions. Parking and congestion charges are added to the invoice; where a parking ticket results directly from parking not being arranged, the published £80 charge applies. If access is unavailable, delayed or unsafe, we may reschedule and charge reasonable waiting time or abortive-visit costs.

7. Your responsibilities at the property

Please provide accurate information about the property, existing installations, known defects, hazards and restrictions. Obtain any landlord, managing-agent, building-control, planning, utility-provider or other approval needed before work starts. Keep pets away from the work area and supervise children and vulnerable people present at the property.

You are responsible for removing or protecting valuables, furniture, fixtures and finishes close to the work area. We take reasonable care of your property, but necessary access to concealed pipework or systems can cause unavoidable cosmetic disturbance. Redecoration, plastering, tiling, flooring and other reinstatement are excluded unless the quote says otherwise.

8. Existing conditions, customer-supplied items and hazards

We are not responsible for hidden defects, poor previous workmanship, outdated or non-compliant systems, structural weaknesses, or failures caused by existing conditions. We do not guarantee the quality, suitability or performance of materials, equipment or parts supplied by you.

If we reasonably suspect asbestos or another hazardous material, we will stop the affected work and tell you. You are responsible for arranging appropriate testing, removal or remediation before work can safely continue. Any resulting delay or additional work will be discussed with you.

9. Goods, delivery, title and waste

Delivery, start and completion dates are estimates unless we expressly agree a guaranteed date in writing. Supplier availability, weather, access and unforeseen site conditions can affect them. Please inspect delivered goods promptly and report visible damage or shortages as soon as possible.

Goods supplied by us remain our property until paid for in full, although you are responsible for their safe storage once delivered to your property. Old appliances, packaging and waste are removed only where this is included in the quote or separately agreed. Disposal may be chargeable.

10. Completion, sign-off and further work

We will tell you when we reasonably consider the agreed work complete. Please raise any concern promptly so that we can inspect it. A request to return, investigate or carry out remedial work does not authorise unrelated or additional work unless we agree that scope and price with you first.

11. Guarantees and manufacturer warranties

We carry out work with reasonable care and skill. Manufacturer warranties on boilers, appliances, equipment and parts are subject to the relevant manufacturer's terms, registration requirements and servicing requirements. The boiler installation offer currently advertises a 5-year manufacturer warranty where applicable; warranty length depends on the manufacturer, model and installation requirements.

Temporary, emergency or make-safe work is intended to manage the immediate risk and may not be a permanent repair. We will explain recommended permanent work where appropriate. Any guarantee does not cover customer-supplied materials, unauthorised alteration or repair, misuse, lack of maintenance, pre-existing defects or failure to follow reasonable advice.

12. Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. Subject to that, we are not responsible for indirect or consequential loss, loss caused by pre-existing conditions, customer-supplied items, inaccurate information, lack of access or events beyond our reasonable control.

13. Events beyond our control

We are not responsible for delay or failure to perform caused by circumstances beyond our reasonable control, including severe weather, fire, flood, industrial action, supply-chain disruption, utility failures, transport disruption or government restrictions. We will use reasonable efforts to tell you about the effect on your work and agree revised arrangements.

14. Consumer cancellation rights

If you are a consumer and make a distance or off-premises contract with us, you may have a 14-day cancellation right under the Consumer Contracts Regulations 2013. If you ask us to start services within that period, we will obtain your express request before starting. You may be required to pay a proportionate amount for services supplied before you cancel; you only lose the cancellation right for a fully performed service where the legal requirements are met.

15. Complaints and governing law

If you are unhappy with goods or services, please contact us first at info@gasworksolutions.com or 07825 555450, with your address, invoice or booking reference and details of the issue. We will investigate and respond as soon as reasonably possible.

These terms and any contract between you and us are governed by the law of England and Wales. Nothing in these terms affects rights that consumers have under applicable UK law.

16. Other important terms

We may use suitably qualified subcontractors where appropriate and remain responsible for the services we provide. We may take photographs or videos for job records, compliance and quality control; we will seek separate permission before using identifiable images for marketing. If any part of these terms is held invalid or unenforceable, the rest remains in effect. We may update these terms for future quotes and instructions by publishing an updated version here.

17. Contact

Gaswork Solutions Ltd, 124 City Road, London EC1V 2NX. Phone 07825 555450. Email info@gasworksolutions.com.