Terms & Conditions

Service Agreement

• By booking a service with GasTech Inc Ltd ("GasTech", "we", "us", "our"), you agree to these Terms & Conditions. These Terms apply to all service visits, repairs, maintenance, diagnostics, and related works provided by GasTech.
• By requesting or booking any service, you confirm you have authority to instruct GasTech to attend site and carry out works.
• All services are subject to engineer availability, parts availability, and acceptance of your booking request.
• Attendance times provided are estimates and may change due to factors outside our control (e.g. traffic, emergency jobs, previous jobs overrunning). We will make reasonable efforts to keep you informed.

Service Level Expectations

• GasTech will acknowledge job requests received.
• We will offer the soonest available attendance time.
• Attendance is only confirmed once the customer confirms acceptance of the appointment time and applicable rates.
• Engineers will follow reasonable site procedures, including signing in/out and completing necessary documentation where applicable.
• Our 90% first-time fix rate reflects our typical performance; however, it is not a guarantee and some faults may require additional visits due to diagnostic findings, parts availability, or site-related factors.

Service Rates & Charges

• Our standard call-out fee includes the first hour of labour (unless otherwise stated).
• Additional labour is chargeable in 30-minute increments.
• Premium rates may apply for out-of-hours attendance, weekend attendance, and emergency call-outs.
• Applicable rates will be confirmed at the time of booking.

Invoicing & Payment Terms

• Payment is due upfront, unless otherwise agreed in writing by GasTech.
• Payment may be made via bank transfer, credit/debit card, or company purchase order (where agreed).
• By submitting a booking request, you agree to pay GasTech in full for services provided in line with our pricing structure.
• Should you have any questions regarding your invoice, please contact us within 7 days of receipt.

Cancellations

• Cancellations must be made at least 24 hours before the scheduled appointment.
• Cancellations made with less than 24 hours' notice may be charged a cancellation fee equal to the applicable call-out charge.

Site Access & Aborted Calls

• The customer must provide safe, clear, and timely access to the equipment and site.
• Delays caused by restricted access, unsafe conditions, or missing information may result in additional charges.
• If access cannot be obtained, GasTech will wait a reasonable time (up to 15 minutes). If access is not possible, the call may be aborted and full rates will apply.

Spare Parts

• Spare parts are charged separately from labour and call-out.
• Parts may be supplied and fitted up to the pre-authorised parts limit agreed at booking.
• Spare parts may require payment before fitting.
• Any parts above the agreed limit will only be fitted once customer approval has been received.

Parts Ownership & Third-Party Parts

• All parts supplied and fitted by GasTech remain the property of GasTech until the corresponding invoice has been paid in full.
• GasTech will not fit any parts supplied by the customer, partner, or any third party under any circumstances.
• Some parts supplied and fitted by GasTech may be covered by a 12-month parts warranty; however, not all parts are covered and any warranty is subject to Rational's terms and conditions.

Warranty Work (Including Rational Warranty Jobs)

• If your equipment may be under warranty, you must notify GasTech at the time of booking and provide any requested information (e.g. serial number, service history, fault details).
• Warranty does not necessarily cover all faults, components, or parts. Warranty coverage is subject to the manufacturer's terms, assessment, and approval.
• GasTech may require payment upfront for attendance, labour, and/or parts as applicable.
• If the warranty claim is accepted by Rational, GasTech will refund the relevant charges in line with the accepted claim (subject to the manufacturer's warranty approval and scope of coverage).
• If the claim is rejected, or only partially approved, standard charges will apply and any outstanding balance must be paid in accordance with our terms.
• For more information, please refer to the Rational warranty terms.

Recalls & Revisits

• Recalls must be raised within 14 days of the original attendance. The final decision on whether a visit qualifies as a recall will be made by GasTech; where appropriate, GasTech may seek advice from Rational UK and share any relevant comments with the customer.
• HACCP and service data may be reviewed and analysed by GasTech and shared with Rational UK (where required) to assist in assessing the recall request and to confirm the correct testing procedures were followed during the original visit (e.g. function tests and iCare module tests).
• If confirmed as a recall, half call-out will apply and labour will be chargeable at the applicable rate. If not deemed a recall, standard rates apply.
• A revisit rate applies only where a required van-stock part was unavailable during the initial visit. Revisits are charged at half call-out plus labour at the applicable rate.
• Where a revisit is required due to site/customer factors (e.g. no access, unsafe conditions, incorrect information), the full call-out rate will apply.

Installations

• Installation pricing is available on request.
• A site survey may be required prior to confirming an installation date.

Additional Charges

• Congestion Charge / ULEZ may be charged where applicable.
• Parking charges may be billable where paid parking is required. Customers must make reasonable efforts to ensure parking access is available.
• Carriage charges may apply for non-van stock items and will only be charged where agreed in advance and/or included in a quotation.

Compliance

GasTech maintains appropriate compliance requirements relevant to our services, including (where applicable) Gas Safe compliance, Electrical compliance, appropriate insurance coverage, and manufacturer/partner compliance requirements.

Liability

• GasTech will carry out all work with reasonable care and skill.
• GasTech's liability is limited to the value of the services provided, unless otherwise required by law.
• GasTech is not responsible for delays or failures caused by events outside our reasonable control.

Data Protection

GasTech processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. Personal data will only be used for the purpose of delivering services and managing customer bookings/accounts, and will not be shared without lawful basis or consent.

Updates to These Terms

GasTech reserves the right to amend these Terms & Conditions at any time. Updates will be published on our website and will apply to bookings made after the revision date.