Terms of Service | Secure Energy

Agreement to Terms

By booking an appointment with Secure Energy ("we", "us", "our"), you agree to be bound by these Terms of Service. These terms apply to all gas safety inspections, boiler services, repairs and any other work we carry out at your property. If you do not agree with any part of these terms, please do not proceed with a booking.

What Our Checks Involve

Gas safety checks (CP12 inspections) and boiler services are non-intrusive visual and operational checks designed to verify that gas appliances and installations are safe to use. The inspection process typically includes:

Visual inspection of gas appliances, pipework and flues
Checking appliance burner pressure and gas rate against manufacturer data
Testing safety devices and controls
Accessing the gas meter to carry out a tightness test on the internal gas installation
Checking ventilation and flue performance
Recording findings and issuing a Gas Safety Certificate where appropriate

Important: We do not dismantle sealed components, remove boilers from walls, or carry out invasive investigations unless specifically agreed as a separate repair service.

Limitation of Liability

While we carry out all work with due care and professionalism in accordance with Gas Safe Register standards, you acknowledge and agree that:

Gas safety checks are inspections of existing conditions, not guarantees that appliances will continue to function fault-free in the future
We are not liable for pre-existing faults, defects or deterioration discovered during the inspection that were present before our arrival
We are not liable for leaks, part failures or damage resulting from lack of prior maintenance — for example, where seals, gaskets or filters that have not been serviced for an extended period fail or leak after being disturbed during routine inspection
We are not liable for appliance breakdowns that occur after a successful inspection, as these may result from underlying wear, manufacturing defects or subsequent use
Where an appliance is found to be Immediately Dangerous (ID) or At Risk (AR), we are legally required to disconnect it or advise against use. We accept no liability for the costs of replacement appliances or consequential losses
We are not liable for cosmetic damage to decorations, flooring or fittings that may occur when accessing appliances in tight or poorly maintained spaces, provided reasonable care has been taken

Example: During a boiler service, we may remove and clean a filter or condensate trap that has not been previously disturbed. If this component was already degraded due to age or lack of maintenance, it may leak upon reassembly despite correct fitting. In such cases, replacement of the component would be chargeable as a repair and is not covered under the inspection fee.

Access & Prerequisites

For us to carry out any work safely and efficiently, the following conditions must be met:

Someone aged 18 or over must be present at the property for the duration of the visit, or prior written consent must be provided for unattended access
All gas appliances requiring inspection must be accessible — not blocked by furniture, built-in cabinetry, storage items or locked enclosures. If we cannot access an appliance, it cannot be certified
The gas meter must be accessible for tightness testing. Meters located in locked communal areas, behind heavy obstructions or in unsafe locations may prevent completion of the certificate
Adequate lighting and ventilation must be available in the areas where work is to be carried out
Safe working space: We require a clear area of at least 1 metre around boilers, cookers and fires. Work in cluttered, hazardous or unsanitary conditions may be refused
Parking: You must provide details of available parking. If no parking is available and we incur parking fines or congestion charges, these will be added to your invoice
Tenant access: If you are a landlord or agent booking on behalf of tenants, it is your responsibility to arrange access and ensure tenants are informed of the appointment

If we arrive and cannot gain access or the prerequisites are not met, the full callout charge will still apply.

Fees, Charges & Payment

Our pricing is transparent and agreed before attendance. However, please note:

Callout charge: £55 applies for our time and travel even if no repair is carried out or no certificate can be issued due to access issues, unsafe conditions, or your decision not to proceed with recommended work
Minimum charge: A minimum callout fee applies to all attendances. This covers the engineer's time, travel and vehicle costs
Additional charges may apply for: extra appliances, congestion zone entry, parking fees, materials, parts, extended labour beyond the standard service scope, return visits, and CO alarm replacements (£50 per unit where required by regulation)
Payment terms: Payment is due on completion of work unless otherwise agreed in writing. We accept bank transfer, card payment or cash
Late payment: Invoices unpaid after 14 days may incur a late payment fee of £25 plus interest at 8% above the Bank of England base rate
Cancellation by us: If we must cancel due to an emergency, vehicle breakdown or unsafe weather conditions, we will offer a reschedule at the earliest opportunity at no extra charge

Cancellations & No-Shows — Customer

Our time is reserved exclusively for your appointment. When you book, we turn away other work for that slot. Our cancellation policy is strict and enforced:

More than 24 hours' notice: Free cancellation or reschedule
Less than 24 hours' notice: 50% of the quoted fee is chargeable
Same-day cancellation or no-show: The full callout charge (£55) is payable
Repeated cancellations: We reserve the right to require full upfront payment for all future bookings

If we arrive at the property and nobody is present to grant access within 15 minutes of the agreed time, the appointment will be treated as a no-show and the full callout charge (£55) will apply. This also applies if the prerequisites (access to appliances, gas meter, safe working space) are not met.

Why we enforce this: Gas engineering is a time-critical trade. A missed slot cannot be filled at short notice, and our engineer has already travelled to your property, paid fuel, congestion charges and lost other work. This is standard practice across the industry.

Cancellations & Delays — Our Side

Gas engineering work is unpredictable by nature. A routine service can uncover a dangerous leak that must be dealt with immediately, or an emergency callout (carbon monoxide alarm, gas escape, vulnerable customer without heating) may take priority over a scheduled appointment.

We reserve the right to reschedule your appointment if:

A prior job has overrun due to hidden faults or safety issues
An emergency callout requires immediate attendance
The engineer is unfit to work due to illness or injury
Vehicle breakdown or traffic conditions beyond our control prevent attendance

In all such cases:

We will contact you by phone and text as soon as we are aware of a delay
You will be offered the next available appointment at the earliest opportunity
No extra charge will apply to the rescheduled appointment
We are not liable for any costs you incur as a result of rescheduling (e.g., time off work, tenant arrangements, travel costs)

We will always use reasonable endeavours to attend at the agreed time, but by booking you accept that delays can and do occur in this trade.

Right to Refuse or Stop Work

Our engineer reserves the right to refuse or stop work immediately if:

The property or working conditions are deemed unsafe (e.g., asbestos exposure risk, severe damp, vermin infestation, aggressive behaviour)
Gas appliances have been illegally installed, modified or tampered with
Required access is not provided or the customer refuses to allow necessary tests
The customer is abusive, threatening or under the influence of alcohol or drugs
We discover evidence of gas theft, meter tampering or other criminal activity (which we are legally obliged to report)

In any of these cases, the callout charge remains payable in full.

Gas Safety Certificates (CP12)

A CP12 certificate is issued only when all inspected appliances pass the required safety checks and payment has been received in full. No certificate will be released until cleared funds are received.
If an appliance fails inspection, it will be recorded as "Not Safe to Use" and a certificate cannot be issued for that appliance until remedial work is completed and retested
The certificate covers only the appliances and installations inspected on the date of the visit. It does not cover appliances added, removed or modified after the inspection date
Landlords are responsible for ensuring annual renewals are booked before expiry
We are not responsible for reminding you of renewal dates unless you have explicitly opted into our reminder service

Carbon Monoxide (CO) Alarms — Mandatory Requirement

Under current gas safety regulations, a working carbon monoxide alarm must be fitted in every room containing a gas appliance. This is a legal requirement and is checked as part of every CP12 inspection.

All properties must have a working CO alarm in each room with a gas appliance at the time of inspection
If your existing CO alarm is expired, faulty, or will expire before your next annual check, we will offer a replacement during the visit
Replacement cost: £50 per alarm — a high-quality 10-year sealed battery model (no battery changes needed for the full decade)
Installation: the alarm will be wall-mounted (drilled and screwed) at the correct height and position as per regulations. Where drilling is not possible or permitted, it will be securely adhered using industrial-grade tape
You have the right to decline the CO alarm replacement. However, please understand the consequences:

If you decline the CO alarm replacement:

• No CP12 certificate will be issued — the property cannot be certified as gas-safe without a compliant alarm

• The £55 callout charge remains payable in full — this covers our engineer's time, travel and vehicle costs for attending your property

• You will receive a written record of the inspection and the reason for non-certification, which you may share with your tenant or agent

We strongly recommend accepting the replacement to ensure compliance and avoid the cost of a second visit. If you choose to decline, you can book a return appointment later, but a new callout charge will apply.

Repairs & Parts

Any repair work quoted is valid for 30 days unless otherwise stated
Parts supplied carry the manufacturer's warranty only. We do not provide extended warranties on parts we do not supply
Where a part fails under manufacturer warranty, the warranty covers the cost of the replacement part only. It does not cover consumables (e.g., seals, gaskets, filters, lubricants), labour charges for removal and refitting, or any associated callout fees
If we recommend a repair and you decline it, we accept no liability for subsequent failure of the appliance or related damage
Where OEM (original manufacturer) parts are unavailable or not readily available, we will use refurbished or compatible parts of equivalent quality to complete the repair. This is standard practice in the industry and ensures your appliance is returned to working order without unnecessary delay

Diagnosis & Fault Finding

Not all boiler faults are immediately obvious. Modern boilers contain multiple electronic and mechanical components, and symptoms (e.g., no heating, intermittent hot water, error codes) can have several possible causes.

Diagnosis is often a process of elimination. Our engineer will start with the most common and cost-effective checks, but some faults require sequential replacement of components to isolate the root cause
This may involve multiple visits. Each visit is chargeable at our standard rates. We will always discuss the next step with you before proceeding, but we cannot guarantee a fix on the first attendance where the fault is complex or intermittent
We typically begin with the cheapest and most common causes first (e.g., sensors, pumps, valves) before moving to more expensive components (e.g., PCBs, heat exchangers)
Where a fault is caused by lack of regular servicing — for example, sludge and debris build-up in the heating system — this can damage or block the boiler's heat exchanger, pump, and valves. In such cases, a powerflush or system clean may be required before any repair will be effective or warranted. We will advise you if this is the case
We are not liable for diagnostic costs where the fault is found to be caused by pre-existing sludge, system imbalance, or lack of prior maintenance

Example: A boiler showing an "F1" low-pressure error may simply need repressurising — or it may indicate a leak in the system, a faulty pressure sensor, or a cracked heat exchanger. We start with the simplest fix and escalate only if the fault recurs. Each step is chargeable.

Insurance

Secure Energy holds appropriate public liability insurance for gas engineering work. Our insurance covers negligence on our part. It does not cover:

Pre-existing defects or wear and tear
Damage caused by your failure to follow our advice or warnings
Consequential losses (e.g., loss of rental income, hotel costs, damage to belongings from heating failure)
Third-party appliances or workmanship not carried out by us

Governing Law & Complaints

These terms are governed by the laws of England and Wales. In the event of a dispute:

Please contact us first at fixboiler4u@gmail.com or 07742 441 639 to give us the opportunity to resolve the matter
We aim to respond to all complaints within 5 working days
If we cannot resolve the dispute, you may refer the matter to the Citizens Advice or the Gas Safe Register
We are not members of an alternative dispute resolution scheme, but we will cooperate in good faith with any reasonable mediation process

Changes to These Terms

We may update these Terms of Service from time to time. The latest version will always be available on our website. Continued use of our services after changes constitutes acceptance of the updated terms.

Acceptance of Terms

By submitting a booking request through our website, you confirm that you have read, understood and agree to these Terms of Service. A link to these terms is provided on the booking form and in your booking confirmation. If you do not agree with any part of these terms, please do not submit a booking request.

Last updated: August 2026