Telephone: 01827 893200

Terms & Conditions
This document together with the Schedule sets out the services that are provided in your Gas Services Care Plan and accordingly the terms and conditions in this document should be read in conjunction with the Schedule.


Our Promise of Service

Our aim is to provide you with the peace of mind of knowing that if your Boiler or Heating System breaks down that help is on hand to provide an efficient and reliable repair.


Service 1 (Definitions)

Wherever the following words and phrases appear in these Terms and Conditions, they will have the meanings specified:

  • Boiler means your domestic gas central heating boiler;
  • Charges means the charges that we make for providing the services under this Plan as notified to you from time to time;
  • Heating System means the appliances and conduits forming part of your central heating system (from the gas supply isolating cock located at your Boiler) including: water pump; motorised valves; thermostat; time temperature and pressure controls; radiator valves, pipework, feed; and expansion tank and primary fluing; but not including your Boiler;
  • Plan means your Gas Services Care Plan consisting of these terms and conditions in conjunction with the Schedule;
  • Property means your domestic dwelling used as your principal place of residence at the address noted in the Schedule;
  • Schedule means the Schedule issued to you by us at the Commencement of your Plan;
  • You / your means you the person taking out the benefit of our Gas Services Care Plan as noted in the Schedule;
  • We / us / our means GST
  • Engineer means a Gas Safe accredited engineer;
Section 2 (Services)

You are provided with two options for your Plan. Please check the Schedule to see which option applies. Depending on the option that you have chosen the services included in your Plan are as follows:

Option 1: Boiler Only Services:
  • An Annual Service: We will provide an annual service of your Boiler (see Section 4);
  • Parts and Labour: If your Boiler breaks down or needs repair we will arrange for an Engineer to repair your Boiler. As long as parts are available from our suppliers, there is no age limit on your Boiler;
  • Replacement Boiler: If your Boiler is less than five years old we will provide and fit a replacement Boiler if your Boiler is beyond repair. If your Boiler is more than five years old and you choose to replace it or if the Boiler breaks down or is in need of repair and in our reasonable opinion the Boiler is beyond economic repair (having regard to the cost or repair, the age of the boiler and the availability of parts) then you are entitled to a discount of 20% off our standard price for supplying and fitting a new boiler.
Option 1: Boiler Only Services:
  • An Annual Service: We will provide an annual service of your Boiler (see Section 4);
  • Parts and Labour: If your Boiler breaks down or needs repair we will arrange for an Engineer to repair your Boiler. As long as parts are available from our suppliers, there is no age limit on your Boiler;
  • Replacement Boiler: If your Boiler is less than five years old we will provide and fit a replacement Boiler if your Boiler is beyond repair. If your Boiler is more than five years old and you choose to replace it or if the Boiler breaks down or is in need of repair and in our reasonable opinion the Boiler is beyond economic repair (having regard to the cost or repair, the age of the boiler and the availability of parts) then you are entitled to a discount of 20% off our standard price for supplying and fitting a new boiler.
Option 2: Boiler and Heating System Services:
  • As with Option 1 (Boiler Only); plus
  • Parts and Labour: If your Heating System breaks down or needs repair we will arrange for an Engineer to repair your Heating System.
Section 3 (Exclusions)

There are certain situations that will not be covered by your Plan. These are listed in this section with an explanation of when the exclusion may arise. You are recommended to read this section carefully and if you have any questions please call us on the helpline and we will do our best to explain the exclusions to you and provide examples of when these might arise.

Heating System which existed prior to you taking out a Gas Services Care Plan and which we could not identify on our first inspection of your Boiler or Heating System.

3.2 - Accidental or Third Party Damage We will not repair your Boiler or Heating System where the repair is needed as a result of something done by you or someone else.

3.3 - Insured Risks We will not undertake repairs where damage has been caused to your Boiler or Heating System by events and/or risks which may be insured by a policy of household insurance, including: freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood, or storm.

3.4 - Sludge Scale and Blockages Occasionally a repair will be needed as a result of a blockage caused by the build up of sludge or scale. This Plan does not require us to unblock your Boiler or your Heating System nor to replace your Boiler or any part of your Heating System due to the build up of sludge or scale. In these circumstances we offer to perform a Power Flush for an additional charge. If the Power Flush does not resolve the problem then you are responsible for cost of replacing your Boiler or any part of your Heating System which requires replacing to rectify any problem caused by sludge or scale.

3.5 - Programming Controls We will not re-program your Heating System controls (for instance programming the timer for the Boiler to come on or go off, or changing the thermostat to a different setting).

3.6 - Works Hazardous to Health We will not be obliged to undertake any repairs to your Boiler or your Heating System where there is a risk of an Engineer coming into contact with hazardous materials (eg. asbestos) or where there is a health and safety risk. We will only commence a repair when we are satisfied that you have taken action to remove the risk to our Engineer.

3.7 - Making Good Damage This Plan is designed to provide a service to maintain and repair your Boiler and/or your Heating System. In providing these services it may be necessary to cause damage to your Property which may occur for a number of reasons. We may need to gain access to a piece of apparatus which our Engineer is unable to do without opening up a wall, floor or ceiling. This may cause damage including damage to the decorative finishes that you may have applied. Repairing this type of damage is not included within the Plan and you are solely responsible for making good any damage to the Property that we may cause in performing the services provided in your Plan unless that damage was caused by our negligence.

3.8 - Consequential Loss We are not responsible for any damage to your Property which is caused by any fault or damage to your Boiler or Heating System prior to us undertaking a repair.

3.9 - System Improvements We are not responsible for undertaking repairs to your Boiler or Heating System where the repair is required only to bring the system up to modern standards.

Section 4 (Annual Service)

4.1 We will undertake an annual service of your Boiler every twelve months.

4.2 We will arrange the first service with you when you take out your Plan. The date of the first service will be dependant upon the date when the boiler was last serviced. If serviced within the last 12 months your first service will be approximately twelve months following the date of the last service. If your Boiler has not been serviced within the last twelve months then we will service your boiler within 3 months of the date that you commence cover under this Plan.

4.3 After the first service we will undertake a service around the same time each year. The date of the service will be subject to our workload.

4.4 It is your responsibility to ensure that you are reasonably flexible about appointment times so that we can gain access to your Property to undertake the service.

Section 5 (General Terms)

5.1 - Period of Plan & Cancellation Your Plan commenced at the date shown in the Schedule and will continue until the Plan is cancelled. You may cancel the Plan at any time by notifying us in writing. We may cancel the Plan in the following circumstances: . if you have given false information;

  • if you do not make an agreed payment;
  • if your Boiler does not pass our initial inspection;
  • if we have advised that a Power Flush is needed and you have not arranged for the Power Flush to be undertaken;
  • if we have advised you to undertake repairs or improvements to your Boiler or Heating System which are not covered by this Plan and you have not arranged for those repairs or improvements to be undertaken;
  • spare parts for your Boiler or Heating System are no longer available from our suppliers;
  • if circumstances arise which make it inappropriate for the Plan to continue; or
  • if we give reasonable notice of cancellation.

5.2 - Payment You are responsible for paying to us our Charges. The Charges which apply at the commencement of the Plan are shown in the Schedule. We shall be entitled to increase our Charges each year and we will write to you at least 14 days prior to any increase in our charges taking effect.

Payment of our Charges is due monthly (unless otherwise agreed by us) and by any of the following payment methods: direct debit, standing order, cash or cheque,.

5.3 - Minimum Charges / Refunds If this Plan is cancelled within the first year and we have carried out a repair to your Boiler or Heating System following a claim on your Plan we shall be entitled to claim from you our Charges for the twelve month period from the Plan commencement date.

If this Plan is cancelled within the first year and there has been no claim on your Plan we shall be entitled to claim from you a minimum charge of £100. If you have paid to us more than the minimum Charges provided above then we shall refund the difference to you.

5.4 - Moving Property You are responsible for telling us if you move property. This Plan is specific to the Property noted in the Schedule. If you move Property you must tell us so that we can undertake an inspection of your Boiler and Heating System at the new Property in order for this Plan to be transferred to your new home.

5.5 - Making a Claim To make a claim on your Plan simply call our hotline number 0845 0178850.

5.6 - Complaints In the unlikely event that you have a complaint about anything to do with your Plan or any repairs or works undertaken by our Engineer then please write to us with details of your complaint to GST, Unit 5B Pooley Hall Farm Buildings, Pooley Lane, Polesworth, B78 1JA. We will do our best to resolve your complaint as quickly as possible.

5.7 - Your Personal Data We will not pass your personal data on to any third parties unless necessary in order for us to comply with our obligations to you under this Plan. We will under no circumstances pass your personal information on to third parties for marketing purposes. We may use your personal information for marketing to you our own products or offers that we believe may be of interest to you. If you do not wish to receive marketing from us then please write to us at GST, Unit 5B Pooley Hall Farm Buildings, Pooley Lane, Polesworth, B78 1JA.

5.8 - Nature of Agreement This Plan is an agreement for us to provide services to you. As such you are not entitled to claim a cash alternative to any of the services offered by us under this Plan.