Terms & Conditions
Clear working terms for appointments, cancellations, emergency call outs, payments, parking, access, safety and complaints.
1. Bookings & Appointments
When an appointment is booked, time is reserved specifically for the customer. NC Gas Services will always try to attend at the agreed time, but delays can sometimes occur because of traffic, emergency work, parts availability or previous jobs taking longer than expected.
If there is a delay, we will do our best to keep you informed.
2. Cancellation Policy
We understand cancellations can happen. Once a booking is made, we offer a 48-hour grace period for free cancellation.
- Cancellations after the free grace period may be subject to an administration charge limited to half of our hourly rate.
- Cancellations within 24 hours of the appointment may be charged for the time reserved for your booking.
- Where we can fill the appointment slot with another job, we may waive or reduce the cancellation charge at our discretion.
3. Emergency Call Outs
Emergency call out charges differ from standard appointment rates. Charges may vary depending on the day, time, urgency, travel, weekends and public holidays.
Where possible, emergency call out charges will be explained before attendance.
For a suspected gas escape, call the National Gas Emergency Service on 0800 111 999 first.
4. Payments
Payment is due on completion of the job unless agreed otherwise in writing before work starts.
For larger works, surveys, diagnostics, materials or installation projects, deposits or staged payments may be required.
Special-order materials may be non-refundable once supplied or fitted, unless faulty or otherwise required by law.
5. Parking & Access
Customers should allow us to park as close as reasonably possible to the property because regular access to the van is required for tools, materials, testing equipment and parts.
- Where a parking permit is required, this should be arranged by the customer before attendance.
- Where parking restrictions apply and no parking arrangement has been made by the customer, we may have to charge for the appointment unless the slot can be filled by another job.
- Parking charges, congestion charges or other access-related costs may be added to the invoice where applicable.
6. Safe Working Environment
Customers must provide a safe working environment with reasonable access to the work area, appliances, meters, stopcocks, electrical isolation points and relevant controls.
Work may be delayed, refused or stopped if the environment is unsafe, access is blocked, hazardous materials are present, or the work area is not reasonably accessible.
Children, pets and vulnerable persons should be kept safely away from the working area.
7. Diagnostics, Surveys & Fault Finding
Diagnostic and survey visits are chargeable because they require professional time, testing and experience. A diagnosis may identify further work, parts or specialist investigation required.
For boiler replacement or system upgrade surveys, the survey charge may be deducted from the installation total if the customer proceeds with the installation.
8. Complaints Handling
We take great pride in our work and take any complaint seriously.
If the fault is ours, we will do our utmost to make it right. Where the issue is not caused by our work, we may need to charge for our time, further diagnostics, materials or attendance.
Customers should raise any complaint as soon as reasonably possible so the matter can be reviewed properly.
9. Customer Supplied Parts
Where customers supply their own parts, NC Gas Services cannot guarantee the quality, suitability or warranty of those parts. Additional labour may be chargeable if supplied parts are incorrect, faulty or unsuitable.
10. Statutory Rights
These terms are intended to clearly explain our working arrangements. They do not affect your statutory rights.