Our Terms and Conditions

Company Information

In these Terms & Conditions, DuoGas (registered in England with company number 15931643) will be referred to as ‘the Company.’ The person ordering the product or service will be referred to as ‘the Customer'.

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These terms outline the full agreement between the Company and the Customer. No changes to these terms will be binding unless agreed upon in writing by both parties.

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The Company makes every effort to keep the information on its website accurate and up to date. However, all information is provided as a guide and may be subject to changes or updates.

Intellectual Property

All images, text, videos, and other content on the Company’s website and marketing materials are subject to copyright and must not be reproduced without written consent from DuoGas. The Company’s trademarks and other intellectual property are protected by law and must not be copied or used without permission.

Delivery of Goods and Services

DuoGas will make every effort to deliver goods and services on time and will maintain clear communication with the Customer regarding delivery times. The Customer must ensure that any local restrictions, such as parking limitations, are communicated to the Company in advance. Once equipment is delivered, the Customer is responsible for securing it and ensuring it remains undamaged.

Inspection of the Site

Before carrying out any installation, DuoGas may request photos of the site to ensure that the right materials are provided and any potential issues are addressed. If the equipment is found to be unsuitable for the installation upon inspection, DuoGas will discuss alternative options. If no suitable alternative can be found, DuoGas will refund any money paid and cancel the order.

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If additional work or equipment is required, such as scaffolding or asbestos testing, the Customer will be informed of the increased costs. If the Customer does not approve, they are entitled to a full refund.

Carrying Out Installation Work

The Customer must provide free and clear access to the property for the delivery and installation of equipment. This includes access to water, gas, and electricity as necessary. Any parking fees or permits required for the installation will be the Customer’s responsibility.

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During the installation, DuoGas engineers will act courteously, and we expect the same from the Customer. Any abusive or unsafe behavior will result in the termination of the contract, and DuoGas reserves the right to leave the premises if necessary.

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If additional trades or equipment (e.g., electricians for wiring) are required, DuoGas will schedule these services as necessary. The Customer agrees to allow reasonable time for DuoGas to correct any issues.

Servicing

For all servicing appointments, the Customer is responsible for ensuring that the area around the appliance being serviced is clear and accessible to the engineer. This includes moving any items or obstructions that could prevent easy access to the appliance. The Customer should also have any relevant paperwork, such as appliance manuals, readily available to assist the engineer during the service.

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Failure to provide clear access or necessary documentation may result in delays or additional charges if the service cannot be completed as scheduled.

Liability and Site Conditions

DuoGas is not responsible for any damage to existing structures (e.g., plaster, decorations, flooring) as a result of installing new equipment. While care will be taken, it is the Customer’s responsibility to ensure the site is prepared for installation. DuoGas will not be held liable for pre-existing issues such as structural weaknesses or defective installations.

Pricing and Payments

All pricing includes VAT unless otherwise stated. The final price for the service will be confirmed at the time of purchase. For online bookings, full payment is required upfront. For bookings made by phone or other methods, payment is due upon completion of the service.

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If the Customer chooses to pay via a finance plan, DuoGas may introduce the Customer to third-party finance providers. The Customer will be responsible for entering into a separate agreement with the finance provider.

Customer Data and Privacy

We are committed to protecting your personal data. Any personal information collected during the course of our business will only be used for the purpose of providing the service and fulfilling legal obligations. We do not share your data with third parties unless required by law. Please refer to our Privacy Policy for further details.

Cancellations

The Customer may cancel the contract within 14 days of placing the order, provided that no installation work has begun. If the Customer requests an installation to begin within the 14-day period, they waive their right to cancel once the service is completed.

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To cancel an order, the Customer must contact [Your Contact Information]. If any equipment has already been delivered, DuoGas will arrange for collection, provided the items are kept secure and undamaged by the Customer.

Warranty and Maintenance

DuoGas offers a 12-month warranty on all workmanship and parts installed. This warranty covers any defects in the installation but does not cover damage due to misuse or neglect. The Customer is responsible for ensuring that any equipment installed by DuoGas is maintained in accordance with the manufacturer’s guidelines.

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DuoGas is not liable for the compatibility of existing appliances (such as showers) with newly installed equipment. The Customer must ensure compatibility prior to installation.

Disposal of Old Equipment

If the Customer wishes to keep any old equipment removed during the installation, they must inform the engineer on the day of installation. Otherwise, DuoGas will dispose of all materials, except for hazardous waste, which is the Customer’s responsibility to arrange for safe removal.

Compliance with UK Gas Laws

DuoGas is fully committed to carrying out all gas-related work in strict accordance with UK gas safety laws and regulations, including the Gas Safety (Installation and Use) Regulations 1998, as overseen by the Health and Safety Executive (HSE). All of our gas engineers are registered with the Gas Safe Register, ensuring that every job meets the highest safety standards.

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As part of our compliance, we ensure that all installations, servicing, and repairs are conducted safely and professionally. Our Gas Safe registered engineers will provide you with the necessary certification, including Gas Safety Certificates where required, to confirm that your appliances and systems comply with UK gas safety regulations.

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Customers are reminded that maintaining gas appliances in accordance with the manufacturer’s guidelines and legal requirements is essential for ensuring the continued safety of their systems. For landlords, it is a legal obligation to carry out annual gas safety checks on all gas appliances within rental properties, and DuoGas is available to assist with these inspections.

Use of Website

By using our website, you agree not to misuse it in any way that could disrupt the operation or availability of our services. You also agree not to use the website for any unlawful or fraudulent activities.​

Contact Information

If you have any questions or concerns regarding these Terms and Conditions, please contact us at:

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• Phone: 0191 359 2392

• Email: contact@duogas.co.uk