Gas Safe Registered

This means that whenever a gas engineer carries out work on your property, by law they must be on the Gas Safe Register.
Gas safety in the home and workplace is not something you can compromise. If you don’t have your gas appliances checked by a
Gas Safe registered engineer you are risking your life. The Gas Safe Register exists to ensure gas safety for you, your family and your property.


Terms & Conditions for Gas Appliance servicing, inspection or repair    


Gas Appliance Inspection, Repair and Servicing Terms and Conditions


Dormouse Heating Services Ltd Terms and Conditions

  1. In these terms and conditions the following words and expressions have the meanings set out opposite:

    “Company” means Dormouse Heating Services Ltd (Company No:7539947 England) having its registered office at 28 Burton Street, Melton Mowbray, Leicestershire, LE13 1AF

    “Customer” is the person or persons whose details are set out in the quotation contract front sheet

    “Services” are the services agreed to be provided by the Company

    “Goods” means all goods, parts and materials provided by the Company to the Customer under this contract.
  2. The Contract comprises the quotation signed by the customer and these terms and conditions. No other terms, representations, information or advice given orally or in writing is of effect unless referred to in the order form.
  3. Hours of work and property.
    The work will be carried out during our normal working hours Monday to Friday unless otherwise stated. Those hours are 0900hrs – 1700hrs
    Every care will be taken during working, but the company’s services do not include: -
    Removing or renewing carpets, floor coverings, coverings, wall coverings, walls, other surfaces, doorways and surrounds, mantle pieces, hearths, fire surrounds, decorative items, ornaments, pictures, electrical goods, and any other fixtures, fittings, contents or other items whatsoever, within or without, the property to be worked in. This is the customers’ responsibility.
    Lifting of floor coverings & relaying tongued & grooved flooring, Dormouse Heating Services Ltd, cannot accept responsibility.
    We are not responsible for decoration where appliances have been removed or replaced or boxing in of pipes.
  4. Guarantee/Complaints
    4.1 The Company will carry out the services with all due care and skill.
    4.2 The Company shall at its option replace, repair or refund the price of any goods or services supplied where it is proved to the Company’s reasonable satisfaction that these are defective, provided that:

a) the defect is notified to the Company within 20 working days of the delivery or installation of goods or services;
b) the Customer allows the Company to inspect the alleged defect within 20 working days of the report of the alleged defect;
c) the Customer has paid the price in full;
d) no unauthorised repairs, alterations or additions have been made to the goods;
e) the defect arises solely from the Company’s design, work or materials.


4.3 The Company shall indemnify the Customer:


a) against liability for personal injury or death directly attributable to the negligence of the Company; and
b) subject to clause 4.4 against physical damage caused to the Customer’s property directly arising from the negligence of the Company in connection with the supply of Goods.


4.4 The Company shall not be liable to the Customer:


a) for loss of profits or other consequential loss resulting from any alleged breach;


4.5 The Customer acknowledges that the price of the goods and services reflects the limitations set out in clause 4.4.



4.6 No employee or director of the Company shall be liable personally to the Customer in any circumstances.


  1. Overtime - out of hours:
    All of our prices advertised apply to normal working hours from 09:00am to 17:00pm Monday to Friday and excluding Bank Holidays and Weekends. Work at other times will be undertaken, but will be subject to overtime charges at the prevailing rates set by the Company from time to time.
  2. Gas Safety Checks and Inspections
    We will carry out a Landlord/Homeowner Gas Safety Check and provide the customer with one copy of the written and signed Landlord/Homeowner Gas Safety Record. A Gas Safety Check is as defined in the Gas Safety (Installation and Use) Regulations 1998. Landlords, Letting Agents and Homeowners should be aware that a Gas Safety Check is not the same as having an appliance serviced.
  3. Gas Appliance Service
    We will service domestic gas appliances in residential property. We will follow, where possible, the manufacturer’s user, installation and servicing instructions and we require customers to provide us with copies of these instructions before undertaking any work. In the absence of manufacturer’s instructions the Company will attempt to retrieve a copy of the instructions from the manufacturer and/or call the manufacturer’s telephone helpline to obtain the data required.
  4. Call Outs & Repairs
    We will attend breakdowns and repairs of domestic gas appliances.
    The company will endeavour to repair the fault 1st time but where we are called backed to a repair, we reserve the right to charge for a re-visit, we will charge subsequent time at additional hourly rates plus further materials.
    If any parts/materials/consumables are required during the service/breakdown these will be charged for at the prevailing retail price in addition to the service.
  5. Obtaining Spare Parts and Consumables
    1. During the course of the work that we undertake for a customer, it may become apparent that spare parts are required to affect a repair. Where possible we will use spare parts from our service vehicle. However, if we are required to travel to a local supplier to obtain the parts we will charge the customer for the time taken to travel to and from the supplier at the prevailing hourly rate. This charge will only be used if the parts are not available on the vehicle and the customer/Landlord insists on completion of the job same day providing the parts are in stock.
    2. When ever possible, replacement parts or components will be the same or of the same level as the parts being replaced. Although no responsibility can be taken for any delays in the provision of components or parts by suppliers.
    3. Additional costs incurred in postage or delivery of parts will be passed on to the customer.
  6. Warranty:
    New spare parts used are guaranteed for one year from the date of fitting. New products covered by manufacturers’ individual warranties, Warranty for 12 months against faulty installation.
  7. Estimates & Quotation
    The customer will have 28 days from the date of any estimate/quotation within which to accept. The price quoted/estimated will be held for 28 days from day of acceptance to allow for completion of work. Should the customer need to extend this period then it may be necessary to re-quote for this work.
  8. Gas Leaks and Escapes
    We will call out to gas escapes on domestic properties; this work includes locating the escape and repairing the problem and is charged at the normal rate. Emergencies ring National Grid 0800 111 999
  9. Parking
    Due to the increased zone, disk parking & residential parking etc, customers must provide reasonable parking or have made provisions to park our vehicle, any parking charges incurred will be passed on to the customer.
  10. Power Flushing
    Where power flushing of a central heating is deemed necessary, the customer accepts responsibility for the possibility that a system (including radiators) that has already been damaged by corrosion may in some limited cases be further damaged by the power flushing process itself. We take every possible precaution to prevent such damage, however, if a radiator for example already has severe internal corrosion, power flushing may result in pin hole leakage from the radiator due to the increased pressure associated with the flushing process.
  11. Decoration / Accessibility
    If boiler, controls, pumps and associated controls etc, cannot be accessed safely, or is impossible or impractical to maintain because of its position, decoration, flooring & panelling etc. Then provisions and accessibility must be provided by the Owner / Landlord./Customer
  12. Quality & Customer Satisfaction
    Periodically work will be checked, customers will be surveyed and visited to ensure satisfaction and quality. We are always looking to improve our products and service.
  13. Value Added Tax:
    All of our prices are inclusive of VAT
  14. Payment Terms:
    The price shall be determined by the quotation supplied to the Customer by the Company providing that all Products, Materials and Services outlined in the quotation have been supplied. The Company will charge separately for any additional Products, Materials or Services supplied to the Customer, which are not detailed on the quotation.
  15. Payment:

‘Acceptable method of payment’ is by acceptable Credit or Debit card or cash or bank transfer direct to the bank account of the Company or by cheque made payable to Dormouse Heating Services Ltd. If paying by credit card there is an extra charge of up to 2.5% to cover the Company’s Credit Card payment terminal providers’ charges.

  1. Charges and Interest:
    Payment of the Price shall be due at the time of the work being completed unless authorised in writing by an employee of the Company wherein the Price will be due within 30 days of the date of the Company's invoice.
    The Company reserves the right to charge an administration fee on overdue invoices to cover administration and collection of the debt. The administration fee will be of £10.00 and 15% per annum interest of the original invoice date to date of payment. The Customer shall pay all accounts in full and not exercise any rights of set -off or counter claim against invoices submitted by the Company.
    For Private Customers including Landlords, payment of invoices is due on the date of our invoice and should be paid by immediate return using a cheque made payable to Dormouse Heating Services Ltd. This payment is required irrespective of whether a Landlord/Homeowner Gas Safety Record has been issued with all gas appliances or the gas installation safe to use. Landlord/Homeowner Gas Safety Records will not be signed and issued until full payment has been received. We may ask you to pay the price of the Gas Safety Inspection and Service or Appliance Service in advance and before we complete our work. We will then ask you to pay the balance of any additional Remedial Work before we issue a certificate. We reserve the right to revoke any certification should satisfactory payment not be received.
    For Letting Agents We reserve the right to revoke any certification should satisfactory payment not be received. Our Contract for payment is with the Letting Agent concerned and not with any client of the Letting Agent. Our payment terms exist irrespective of whether there is money available in the accounts of the clients of the Letting Agent. The Company provides the option to the Customer of paying with a mobile chip & pin terminal and can take payments by Credit or Debit card either in person or over the telephone. See clause 19 for Credit Card charges.
  2. Retention of Title
    Title to all Goods supplied by the Company is retained by the Company until payment in full for the price of all Goods and Services supplied by the Company to the Customer. The Customer holds the Goods as the Company’s fiduciary agent and bailee.
    The Company may at any time, if payment is overdue enter the Customer’s premises for the purpose of recovery of the Goods and all costs and expenses reasonably incurred by the Company in connection with that recovery shall be paid by the Customer.
    To the extent that Goods have been incorporated into other goods owned by the Customer or some third party, the product becomes or shall be deemed to be owned in common with that other person.
  3. Intellectual Property Rights
    All copyright, patents, trade secrets and other proprietary and intellectual property rights in the Goods remain at all times vested in the Company
  4. Termination
    The Company has the right to terminate the Contract with immediate effect if:
    1. the Customer defaults in payment on its due date of any sum due under this agreement or commits any continuing or serious breach of this Contract; or
    2. any of the following events occurs:
      • distress or execution is levied against any of the Customer’s assets and is not paid or discharged within seven days; or a judgment against the Customer remains unsatisfied for more than seven days; or a receiver is appointed with respect to any of the Customer’s assets; or
      • a petition is presented for the winding up to be made in relation to the Customer, or a resolution passed for the winding up of the Customer; or
      • the Customer is declared bankrupt; or
      • the Customer suspends or threatens to suspend payment of its debts or is deemed unable to pay its debts for the purposes of section 123 Insolvency Act 1986; or ceases or threatens to cease to carry on its business or any material part as a going concern;
    3. C. on termination of this Contract for any reason:
      • the Company shall be discharged from any further liability to perform under this Contract;
      • the Customer shall pay the Company on demand for all work performed by the Company for the Customer prior to termination; and
      • the Company is granted an irrevocable licence to enter the Customer’s premises to recover any Goods or other materials on the Customer’s property.
  5. Force majeure
    The Company shall not be liable in any way for any failure to perform its obligations or for loss damage or delay incurred by the Customer resulting from any circumstances beyond the Company’s reasonable control.
  6. Governing Law
    This Contract is in all respects governed by English law.


  1. Notice of the Right to Cancel
    You are entitled to cancel this agreement. If you are contemplating cancellation, please call 01664 772 247. If you wish to cancel, you MUST DO SO IN WRITING and deliver personally or send by RECORDED DELIVERY or REGISTERED POST To Dormouse Heating Services Ltd, 3 Suffolk Close, Melton Mowbray, Leicestershire, LE13 1DQ or by e-mail to at any time WITHIN 7 DAYS starting from the date the quotation is signed. Notice of cancellation is deemed to have been served as soon as it is posted or sent to us or, in the case of electronic communication, from the date it is sent to us. You may use the form attached to this agreement if you want to but you do not have to. If you wish to cancel this agreement after the cancellation period, we will retain any deposit you have paid to cover the costs we have incurred. Dormouse Heating Services Ltd may cancel the agreement with immediate effect at any time by providing you with written notice. If we cancel the agreement without good reason, we will pay you any reasonable costs or losses you incur as a direct result of the cancellation.


Dormouse Heating Services Ltd Employees’ are employed to undertake installation, servicing and repair work to ensure the safe and efficient operation of central heating and domestic appliances. They have a duty of care to give good advice which could involve the recommendation to purchase additional products or services from Dormouse Heating Services Ltd in the interest of safety, efficiency or economy. The employees are paid an annual salary & do not directly benefit from additional products/services purchased by customers.



Notice of Cancellation

Complete, detach and return this form ONLY IF YOU WISH TO CANCEL YOUR Service or Repair AGREEMENT. Return it by RECORDED DELIVERY or REGISTERED POST, within seven days of the date the quotation is accepted, to Dormouse Heating Services Ltd, 3 Suffolk Close, Melton Mowbray, Leicestershire, LE13 1DQ

I hereby give notice that I wish to cancel my central heating installation agreement in accordance with clause 26. Please help us by writing your reasons for cancellation below.
Customer's Full Name
Full Postal Address
Tel No (including STD code)
E-mail Address