Terms and Conditions
Kassgas Ltd – Terms and Conditions of Business
1. General Conditions
- Boiler installations by Kassgas Ltd carry a 12-month workmanship guarantee. General plumbing, radiator installations, and emergency callouts carry a 6-month workmanship guarantee. Manufacturer warranties apply in addition where relevant.
- A request for a quote is based on a non-intrusive survey of the property and, as such, it is assumed that any existing systems that we connect to are in good condition and in working order. Should we find, during the course of the works, any faults with the existing systems, we reserve the right to make a charge for correcting the same. Should the client fail to mention any relevant facts relating to the existing installation, we reserve the right to make a charge for correcting the same.
- Quotations are valid for 30 days. If work is authorised after this period, a revised quotation will be provided, which may differ in price.
- Whilst all reasonable care will be taken during the execution of the works, no responsibility can be accepted for any faults or failures that may occur to existing pipework, fittings, equipment, etc., due to disturbance caused by the proposed works. This includes radiator leaks, system balancing issues, tap flow irregularities, and faults with existing stop taps or valves.
- Kassgas Ltd staff will take reasonable precautions to protect customer property. While all care is taken, Kassgas Ltd accepts no liability for unavoidable damage unless caused by negligence.
- Registration of boilers, warranties, and materials supplied by Kassgas Ltd will be completed once full payment has been received.
- Kassgas Ltd reserves the right to decline, postpone, or cease work if our staff feel threatened, unsafe, or subject to harassment.
2. Cancellations and Rescheduling
- General Works: Cancellations or rescheduling within 24 hours of appointment may incur a fee.
- Boiler Installations or Major Works: Cancellations within 48 hours may incur charges for pre-purchased materials or labour.
3. Missed Appointments / No Access
- The customer must ensure clear, unobstructed access to relevant areas. Failure to provide access may result in rescheduling charges.
- If access is not possible at the agreed time, a call-out charge will apply.
4. System Balancing and Existing Systems
- Standard system balancing is included with boiler installations; it is capped at two hours free of charge on small/medium-sized homes. On larger or complex systems, additional balancing time is chargeable at an hourly rate. (advised at time of quote)
- Kassgas Ltd accepts no liability for blockages or restrictions within pre-existing central heating pipework.
5. Third-Party Materials or Customer-Supplied Products
- Kassgas Ltd accepts no responsibility for faults or failures from parts or materials not supplied by Kassgas Ltd.
6. Waste Removal
- Standard waste removal is included from Kassgas Limited and is limited to waste produced from the job we are attending.
7. Property Conditions
- Kassgas Ltd aims to work cleanly, but minor cosmetic disturbance may occur and will always be communicated with the customer if there is any risk. Responsibility for redecorating or cosmetic repairs remains with the customer unless agreed in writing.
- If, during the execution of the proposed works, it is necessary to gain access into floors below fitted carpets, these will be lifted by us and laid back on completion. No re-stretching or fixing has been allowed for unless specified. For floors covered with thermoplastic tiles, vinyl sheet covering, cork tiles or laminate flooring, no allowance has been made for reinstatement unless specified.
8. Payment Terms
- General Customers: Payment for works under £500 due upon completion of job; over £500 within 48 hours.
- Landlords: 50% deposit required for boiler installations; remaining balance due within 48 hours of completion.
- Letting Agents: Payment required on the next scheduled payment cycle, confirmed in writing prior to works.
9. Boiler Servicing
- Annual servicing is required to maintain manufacturer warranties. Customers are responsible for booking services. Kassgas Ltd will send annual reminders via text/email.
- Servicing is completed per manufacturer requirements unless a basic safety check is requested, which does not qualify for warranty validation in some circumstances.
10. Boiler Repairs/Faults
- Fault diagnosis is carried out to the best of Kassgas Ltd’s ability. If additional faults are identified, further repairs will be quoted separately after the initial problem has been solved.
11. Boiler Installations – Flue and Brickwork
- Kassgas Ltd does not guarantee brick colour matching or aesthetic restoration of external brickwork. We are not bricklayers; we will try the best that our skill will allow us to. If you are not happy with the finish, the cost for a bricklayer will rely solely on the customer.
- Flue holes will be finished with a flat cement render as standard. Bespoke brickwork must be agreed upon in writing, acknowledging aesthetic limitations.
12. Gas Safety Compliance
- All gas works are conducted in line with Gas Safe regulations. Kassgas Ltd reserves the right to cease works if installations are unsafe or non-compliant.
13. Force Majeure
- Kassgas Ltd is not liable for delays or inability to fulfil obligations due to circumstances beyond our control, including extreme weather, supply chain issues, illness, or legal restrictions.
14. Insurance and Liability
- Kassgas Ltd holds valid public liability and employer’s liability insurance. Copies are available upon request.
- Kassgas Ltd is not liable for consequential losses, damage to existing property, or faults arising from third-party systems or materials.
15. Retention of Title
- All materials, appliances, and goods supplied remain the property of Kassgas Ltd until paid for in full.
16. Intellectual Property
- System designs, plans, or drawings produced by Kassgas Ltd remain our property until full payment is received.
17. Photographs and Case Studies
- With customer consent, Kassgas Ltd may use photographs of installations for promotional purposes, ensuring customer confidentiality is respected.
18. Complaints Procedure
- Complaints must be submitted in writing. Kassgas Ltd will acknowledge receipt within two working days and aim to resolve concerns within ten working days. Please see our website www.kasgass.co.uk for our full complaint procedure.
19. Acceptance of Terms
- Instructing Kassgas Ltd to carry out works constitutes acceptance of these Terms and Conditions.
Kassgas Ltd – Domestic and Commercial Plumbing and Heating Specialists
These Terms and Conditions are subject to periodic updates. The latest version is available upon request or via our website.
Customer Complaints Procedure
At Kassgas Ltd, we pride ourselves on delivering a high standard of service across all areas of our business. We value feedback from our customers as it plays a vital role in helping us to continuously improve. We understand that occasionally things may go wrong, and when that happens, we want to resolve the issue promptly, fairly, and transparently.
If you are unhappy with any aspect of the service you have received, we encourage you to let us know as soon as possible. Whether your concern relates to the installation, servicing, communication, or general customer care, your complaint will be treated seriously and with respect.
To raise a complaint, you can contact us by telephone, email, or in writing. Our team is available by phone on 0330 058 9419, and you can email your concerns to office@kassgas.co.uk.
When contacting us, please include your full name, contact details, and a detailed explanation of your complaint. It helps us to resolve the issue quickly if you can also include relevant dates, names of staff you interacted with (if applicable), job reference numbers, and any supporting evidence such as photographs or previous correspondence.
Once we receive your complaint, we will acknowledge it within two working days to confirm that it is being reviewed and to let you know who will be handling it. A member of our team will then investigate your concerns in detail. This may involve reviewing internal records, contacting the staff involved, and if necessary, arranging a site visit to better understand the issue. Our goal is to fully understand what has happened and to identify the most appropriate resolution.
We aim to provide a full response to your complaint within ten working days. If, for any reason, we require more time to investigate, we will inform you of the delay, explain the reasons, and give you a revised timescale for a full response. We are committed to keeping you updated throughout the process.
If you are not satisfied with our response, you have the right to request an internal review. This will be carried out by a senior member of our team who was not directly involved in the original investigation. We will acknowledge the escalation within two working days and aim to issue a response within five working days of receiving your request.
In the rare instance that you remain dissatisfied after our internal review, you may choose to escalate the matter to a third party. Depending on the nature of your complaint, this may include the Gas Safe Register (particularly for safety or compliance concerns), Trading Standards, or an ombudsman service, where applicable. We will always advise you of the appropriate body to contact and provide the necessary details should this step be required.
At Kassgas Ltd, all complaints are handled confidentially and with care. Our goal is not only to resolve individual complaints but also to identify any patterns or issues that could help us improve our overall service. We view every complaint as an opportunity to learn and enhance the experience we provide to our customers.
If you have any questions about this process or require further assistance, please do not hesitate to get in touch with us. We are here to help and will do our utmost to ensure your concerns are addressed.
