Terms and Conditions

1. Who We Are

Prime Gas Services Ltd ("we", "us", "our") is a plumbing and heating business providing service, repair and installation of plumbing and heating systems. Company registration: 13922363. Registered office: 207 Rockingham Road, Kettering, Northamptonshire, NN16 9JA. Contact: 07828 972 225 | office@primegasservices.com.

2. These Terms

These Terms and Conditions apply to all work we carry out for you (the "Customer" or "you"), including quotations, bookings, service visits, repairs and installations. They form part of the contract between us. By booking or allowing us to start work, you agree to these terms.

3. Appointments and Timing

• We will agree an appointment time or slot with you where possible. Due to the nature of emergency plumbing, heating breakdowns and unforeseen issues on previous jobs, we cannot always guarantee exact arrival times. We will keep you informed of any delays and aim to arrive within the agreed window. Time is not of the essence unless explicitly stated in writing.
• If you do not specifically request or agree an estimated time of arrival (ETA) at the time of booking, your appointment will be scheduled at any time within our normal working hours on the agreed day.
• Where possible, we aim to call, text or message you approximately 20 to 30 minutes before arrival to confirm we are on our way.

4. Quotations and Estimates

• Any quotation or estimate we provide is based on the information you give us and a visual inspection (if possible).
• If we are unable to carry out a full visual inspection (for example, due to access issues), the quote will be based on photos, videos or descriptions you provide. In such cases the price is indicative only and subject to change upon our visual inspection on site. We will explain any changes and obtain your agreement before proceeding with extra costs.
• Quotations are valid for 30 days unless stated otherwise.
• Fixed-price quotes apply only to the exact work described.

5. The Work

• We will carry out the agreed work with reasonable care and skill (as required by the Consumer Rights Act 2015), using suitable materials of satisfactory quality, and in compliance with relevant regulations (including Gas Safe standards for gas work).
• We may use subcontractors where necessary, but we remain responsible for the work.

6. Payment

• We accept payment by credit or debit card, bank transfer and cash.
• Unless we have agreed other payment terms in writing (for example, for larger projects), full payment is due at the time the work is completed or on the day of the visit.
• For invoiced works or where pre-agreed, payment terms are 7 days from the date of invoice.
• We reserve the right to charge interest on late payments at the statutory rate and recover reasonable debt recovery costs.

7. Ownership of Materials

Materials and goods supplied by us remain our property until you have paid for them in full.

8. Warranty

• We provide a warranty on our workmanship for 12 months (or as otherwise stated).
• Manufacturer warranties apply to parts and materials.
• Our warranty covers defects in our installation or repair work, provided the system has been used normally and maintained properly. It does not cover misuse, third-party damage, or wear and tear.
• All warranties and remedies are subject to the Consumer Rights Act 2015.

9. Liability

• We are liable for death or personal injury caused by our negligence, and for fraud.
• Subject to that, our total liability is limited to the price paid for the specific job.
• We are not liable for indirect losses (for example, loss of profit or inconvenience) except where required by law.
• Nothing in these terms excludes or limits your statutory rights under the Consumer Rights Act 2015 or other consumer protection laws.

10. Cancellation and Urgent Work

• For contracts made at a distance (for example, by phone, email or online) or off our premises, you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 during which you may cancel the contract without giving a reason. We will provide full details of your cancellation rights and a cancellation form with your confirmation or quote.
• Urgent or emergency work: if you instruct us to start work urgently (within the 14-day period) because of a breakdown, safety issue or other urgent need, you must expressly request this (for example, by signing a confirmation or replying to our email or text). By making this request you agree that we may start work immediately, and you remain liable to pay for any services, labour, parts or materials supplied up to the point at which you cancel (if you do cancel).
• Cancellations should be submitted in writing where possible. If you cancel with less than 24 hours' notice, or if we attend and cannot gain access, we reserve the right to charge a reasonable call-out or cancellation fee to cover our costs. For larger jobs where materials have been ordered, you may also be liable for those costs.
• If you cancel after we have started work, you must pay for work already carried out and reasonable costs incurred. We may terminate or suspend work if payment is not made or if continuing would be unsafe or unlawful.

11. Complaints

If you are unhappy with our work, please contact us as soon as possible. We aim to resolve issues fairly and quickly in line with the Consumer Rights Act 2015. If we cannot agree, you may be entitled to use alternative dispute resolution or contact Trading Standards or Citizens Advice.

12. Governing Law and Jurisdiction

These terms and any contract between us are governed by the law of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales (or the relevant UK jurisdiction applicable to your location).

13. General

• If any part of these terms is found invalid, the rest remains in force.
• We may update these terms from time to time. The version in force at the time of your booking applies.
• These terms represent the full agreement between us (unless varied in writing and signed by both parties).

14. Waste Disposal

• Unless otherwise expressly agreed in writing by us before the works begin, we do not remove, handle or dispose of waste materials, old parts, boilers, radiators, pipework or other debris generated during the works. Any items removed from your property remain your property and your responsibility to dispose of in line with local authority and environmental regulations.
• We reserve the right to charge for removal and licensed disposal if you ask us to handle waste and we agree in writing. Where we do remove waste, we will use licensed carriers and comply with our obligations.

By proceeding with our services, you confirm you have read, understood and agree to these Terms and Conditions.

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