Terms & Conditions, The Bummff, T’s & C’s
Whatever you call them…
Green Gas & Energy – General Terms and Conditions of Business
Version: April 2023
1. Definitions (a) "The Company" refers to Green Gas Energy Ltd, trading as Green Gas & Energy. (b) "The Customer" refers to the person or organisation for which the Company agrees to carry out works and/or supply materials. (c) "The Operative" refers to the representative appointed by the Company.
2. Application of Terms These terms apply to all works carried out or services provided by the Company, except where works are carried out under a Cosy Home Cover™ Plan, in which case the Plan-specific terms will also apply and take precedence in the event of any conflict.
3. Estimates and Quotations (a) Estimates are valid for 30 days unless otherwise stated. The Company reserves the right to revise estimates under specific circumstances, including but not limited to changes requested by the Customer, unexpected site conditions, or price increases in materials. (b) Verbal estimates are non-binding. Only written estimates signed by an authorised representative of the Company are binding.
4. Payment Terms (a) Invoices are due immediately upon delivery unless agreed otherwise. (b) Late payments will incur interest at 10% above the base rate of the Company’s bankers and may be subject to additional administration fees. (c) For business customers, statutory interest and debt recovery costs may also apply under the Late Payment of Commercial Debts Regulations.
5. Ownership and Title of Goods (a) Risk in goods passes to the Customer upon delivery. Title remains with the Company until full payment is received. (b) Commissioning documentation will only be provided once payment is made in full. Only at this point will title officially pass to the Customer.
6. Cancellation and Missed Appointments (a) Appointments cancelled with less than 24 hours' notice are subject to a £35 cancellation charge. (b) Broken or missed appointments (by Customer or tenants) will incur a charge of £35 + VAT.
7. Warranty and Guarantees (a) Labour is guaranteed for 12 months against faulty workmanship. (b) Manufacturer warranties are subject to the Customer arranging annual servicing as per manufacturer instructions. Failure to do so will void applicable warranties. (c) No warranty is offered on materials supplied by the Customer.
8. Customer Satisfaction (a) If unsatisfied, the Customer must notify the Company in writing within 12 months of completion. (b) The Customer must afford the Company a chance to inspect and carry out remedial works if required.
9. Access, Disruption and Utilities (a) The Customer must ensure safe and reasonable access to the property. (b) Works may result in temporary disruptions including noise, dust, isolation of water, electricity, or gas supplies. (c) The Company will endeavour to minimise disruption but cannot be held liable for inconvenience resulting from necessary work procedures.
10. Disposal of Waste and Removed Equipment (a) Any removed boilers, cylinders or pipework become the property of the Company. (b) These items are used to offset the cost of licensed waste removal, providing a no-cost disposal service for the Customer. (c) If the Customer wishes to retain removed equipment or materials, they assume full responsibility for lawful disposal.
11. Powerflushing and System Cleaning (a) While advanced technology and chemicals are used, the Company cannot guarantee results from powerflushing. (b) Outcomes depend on system condition, layout, and the extent of existing sludge or corrosion. (c) Powerflushing can expose or exacerbate existing weaknesses. The Company cannot be held liable for leaks or damages arising during or following the process.
12. Conversion from Open-Vented to Pressurised Systems (a) Pressurising a previously open-vented system introduces new strain to pipework and joints. (b) The Company cannot accept liability for leaks or associated damage arising as a result of this conversion.
13. Use of Photographic Evidence (a) The Company reserves the right to take photographs before, during, and after works. (b) These may be used for training, monitoring, compliance or marketing purposes. (c) No personal data or identifying customer details will appear in any marketing images. Images will be stored with the customer’s job record in accordance with data protection laws.
14. Data Retention and Compliance (a) In compliance with the Gas Safety (Installation and Use) Regulations, the Company retains records of all relevant gas work for at least 5 years.
15. Force Majeure The Company is not liable for delays or failure to carry out work due to circumstances beyond its control, including but not limited to extreme weather, material shortages, or supplier delays.
16. Limitation of Liability (a) The Company’s liability for any claim arising out of its work is limited to the total amount of the fees paid. (b) This clause does not limit liability for death or personal injury caused by the Company’s negligence.
17. Right to Amend Terms The Company reserves the right to amend or update these Terms and Conditions. Customers will be notified in writing of material changes. Continued engagement with the Company following such notification constitutes acceptance.
18. Governing Law These Terms and Conditions are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the English courts.
If you require a copy in another format or need assistance understanding any part of these Terms and Conditions, please contact hello@greengasenergy.co.uk or call 0191 243 6912.
Cosy Home Cover Terms & Conditions
Cosy Home Cover™ Terms and Conditions
Please note: These Plan-specific terms are in addition to Green Gas & Energy’s General Terms and Conditions of Business. All standard policies regarding data protection, liability, access, warranties, and service guarantees apply unless otherwise specified herein. In the event of any conflict between these two documents, the Cosy Home Cover™ Terms shall take precedence for matters directly related to the Plan.
Section 1 – Definitions
a. ‘Add-on Item’ means a Gas Fire Service Plan and/or Gas Cooker Service Plan and/or Unvented Cylinder Service Plan and/or the provision of a Landlord’s Gas Safety Certificate in conjunction with a Plan. b. ‘Call-Out Fees’ means the per-incident fees payable in respect of any maintenance callouts under your Plan(s) which are not expressly included in your Plan description. These fees are payable in addition to the monthly fee for the Plan(s) shown in the documentation. c. ‘Fees’ means the fees payable to us by you for the provision of the Works as set out in the Service Plans (including Call-Out Fees), or for the provision of the Works as set out in a Quote. d. ‘Plan(s)’ means the service or maintenance Service Plan(s), described in the documents which you have made a successful application to join, we have confirmed to you in writing or by email has commenced, and which has not been terminated. e. ‘Quote’ means any quote which we issue to you and you accept, for products and services outside of those included in a Plan, as well as any changes to that Quote which we and you agree or confirm in writing or by email. f. ‘Our data partner’ means our UK based database provider who are our software provider and data processor of data connected with our management of your Plan(s), and are a data controller in respect of monitoring data accessed in connection with any Plan which includes monitoring of your boiler. g. ‘Us’, ‘we’ and ‘our’ refers to Green Gas & Energy Ltd. h. ‘Works’ means any installation, repair or servicing works carried out by us further to a Quote or as included under the terms of a Plan. i. ‘You’ and ‘your’ refers to you, the person whose application to join one or more of the Plan(s) has been accepted by us.
Eligibility Requirements These Plans are available to owner-occupiers or landlords of residential properties located within our service area. Systems must be in a safe and working condition. We reserve the right to refuse Plan applications based on system age, access, or condition.
Section 2 – What’s Included and Excluded in Each Plan
1) Warranty Protection & Servicing Plan Our Warranty Protection & Servicing Plan is designed specifically for boiler servicing, warranty protection, and gas safety.
Included:
Annual boiler service (1 visit per 12-month period)
Boiler serviced in accordance with manufacturer’s instructions
No additional charge for seals and gaskets required during service
Maintains boiler manufacturer’s warranty (subject to compliance)
Ensures your home remains Gas Safe
Digital or paper service certificate provided
One month FREE if we installed your boiler
2) Boiler & Gas Fire Annual Servicing Plan Our Boiler & Gas Fire Annual Servicing Plan is designed specifically for boiler and fire servicing and all-important gas safety. A flue inspection will also be carried out in accordance with GSIUR 26.9 and BS 5440.
Included:
Annual boiler service (1 visit per 12-month period)
Gas fire service
Flue inspection in accordance with GSIUR 26.9 and BS 5440
Boiler & gas fire serviced in accordance with manufacturer’s instructions
Maintains boiler manufacturer’s warranty if applicable
No additional charge for required seals and gaskets during servicing
Digital or paper service certificate
Priority service with no call-out charges
One month FREE if we installed your boiler
Ensures your home is Gas Safe
3) Essential Protection & Servicing Plan Our Protection & Servicing Plan provides you with peace of mind if your boiler is no longer covered by a manufacturer’s warranty. We will repair your boiler should it develop a fault and carry out your annual boiler service.
Included:
Everything included in the Warranty Protection & Servicing Plan
Repairing boiler, boiler parts or heating controls where repairable
Supplying and fitting any available boiler parts required
One annual boiler service in accordance with manufacturer’s instructions
Up to £300 off a new boiler if over 7 years old and deemed to be beyond economical repair
Priority service with no call-out charges
One month FREE if we installed your boiler
Ensures your home is Gas Safe
4) Add-On Items (Optional)
Gas Fire Service
One safety check per year
Flue inspection carried out in accordance with GSIUR 26.9 and BS 5440 (not limited to visual checks)
Pilot light and combustion test
Gas Cooker Service
Burner and ignition checks
Pressure testing
Full gas tightness test carried out in accordance with GSIUR (not limited to visual assessment)
Unvented Cylinder Service
Annual safety inspection and pressure check
PRV test, expansion vessel check
Clean and test of safety valves
Landlord’s Gas Safety Record
CP12 form issue for up to 3 gas appliances
Visual condition check
Basic functional test
General Excluded Items (Apply to All Plans Unless Specifically Stated Otherwise)
Repairs or replacement parts (unless included in plan tier)
Controls, radiators, pipework, header tanks
Central heating pipework and radiator valves
Thermal stores, cylinders, or underfloor heating (unless specified)
Powerflushing or system cleaning
Damage caused by sludge, limescale, or hard water
Upgrades to smart or advanced controls
Work beyond standard maintenance
Out-of-hours callouts
Blocked, damaged or failed heat exchangers or burners
Blocked, buried, or inaccessible pipes
Damage from historic poor installation or non-compliant systems
Work resulting from scale or sludge unless flushed by us under a quoted service
Reprogramming or user settings
Adjustments of time and temperature controls
Bleeding radiators or topping up pressure
Frozen pipes or damage from frost or extreme weather
Any item or appliance not expressly listed in the relevant Plan’s “Included” section
Section 5 – Cancellation Terms
You may cancel your Plan at any time. If you cancel within 14 days of the start date and no work has been carried out under the Plan, you will receive a full refund of any payments made.
To cancel your Plan, please contact us by email at hello@greengasenergy.co.uk. We will process your cancellation request within 7 days of receipt.
Please note:
If you cancel after 14 days and we have provided services, we reserve the right to recover any costs incurred that exceed payments made under the Plan.
There is no cancellation fee, but refunds are only provided in accordance with the above terms.
Section 6 – Annual Price Adjustments
We reserve the right to increase Plan prices annually. Price changes will typically be implemented between May and June each year. We will notify you of any changes at least 30 days in advance.
Section 7 – Complaints
If you are dissatisfied with the service you’ve received under your Plan, please contact us at hello@greengasenergy.co.uk or in writing to our registered office. We will aim to resolve your complaint within 10 working days. If unresolved, you may refer the matter to the relevant trade or certification body (e.g. Gas Safe Register).
Section 8 – Version History
Version: April 2025 – v1.3