Blue Flame Boiler Repair – Terms & Conditions

These Terms & Conditions apply to all boiler repair services carried out by Blue Flame Gas Solutions (“Blue Flame”, “we”, “us”, “our”) and form part of the agreement between Blue Flame and the customer (“you”, “your”).

These Terms apply in addition to your statutory consumer rights.

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1. Scope of Boiler Repairs

Blue Flame provides one-off boiler repair services to diagnose and repair faults on domestic heating systems.

A boiler repair covers:

• Fault diagnosis

• Replacement or repair of failed components (where agreed)

• Labour required to complete the repair

A boiler repair does not constitute a full boiler service unless explicitly stated and charged separately.

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2. Diagnosis & Repair Outcome

Boiler repairs are carried out based on the fault symptoms present at the time of attendance.

While our engineers will use reasonable skill and care to diagnose faults accurately:

• Some boiler faults may have multiple underlying causes

• Additional faults may only become apparent after initial repairs are completed

• Older systems may develop further issues due to age, wear, or system condition

If further faults are identified, these will be explained and quoted separately before work continues.

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2.1 Time on Site & Diagnostic Fees

Time on site is not a measure of value or service provided.

Boiler repairs and diagnostic visits are charged based on professional expertise, fault identification, and technical assessment — not the duration of the visit.

Some faults can be accurately diagnosed and resolved quickly due to the engineer’s training, experience, and specialist tools. Other faults may require longer investigation.

A call-out or diagnostic fee covers:

• Travel time

• Professional fault diagnosis

• Technical assessment

• Safety checks

• Advice provided

There is no minimum time requirement for boiler repair or diagnostic visits.

Blue Flame does not accept complaints or refund requests based solely on the length of time an engineer is on site.

Where a fault is identified quickly, this reflects efficiency and experience, not a lack of service.

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3. Repair Guarantee (Parts & Labour)

All parts supplied and fitted by Blue Flame during a boiler repair are covered by a 12-month repair guarantee, including labour, subject to the conditions below.

This guarantee applies only to:

• The specific part(s) replaced

• The specific repair work carried out

It does not extend to:

• Other components within the boiler

• Pre-existing faults

• Unrelated future breakdowns

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4. Manufacturer Parts & Warranty

Where manufacturer-supplied parts are used:

• Any applicable manufacturer warranty applies to the part itself

• Blue Flame will assist with manufacturer warranty claims where appropriate

Manufacturer warranties typically cover parts only and do not include labour unless stated by the manufacturer.

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5. Exclusions from Repair Guarantee

The repair guarantee does not apply where faults arise due to:

• Normal wear and tear

• Age-related component failure

• System contamination (sludge, debris, corrosion)

• Limescale or water quality issues

• Incorrect system pressure or repeated pressure loss

• Frozen condensate pipes or external pipework

• Electrical supply issues external to the boiler

• Inadequate system maintenance or lack of servicing

• Previous poor installation or non-standard modifications

• Damage caused by third parties after the repair

• Further unrelated component failures

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6. System Condition & Contamination

If a boiler or heating system is found to be contaminated (e.g. sludge, magnetite, debris):

• Blue Flame may advise that repairs are limited or temporary

• Further work (such as power flushing or system treatment) may be recommended

• Repairs carried out on contaminated systems cannot be guaranteed against future related failures

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7. Parts Availability & Return Visits

Our engineers carry a wide range of commonly used spare parts; however, not all components are available on every visit.

Where parts are not immediately available:

• A return visit may be required once parts are sourced

• This does not constitute a failure to repair

• Any additional costs will be explained and agreed in advance

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8. Access, Parking & Safety

You must provide:

• Safe and reasonable access to the boiler and heating system

• A clear working area

• Adequate lighting and ventilation

Our engineers operate fully equipped service vehicles and require reasonable access and parking close to the property. Where parking restrictions, permits, or access issues prevent safe attendance or significantly delay the visit, Blue Flame reserves the right to reschedule or charge for time lost.

Blue Flame reserves the right to refuse or suspend work if conditions are unsafe.

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9. Beyond Repair & Inspection Fees

If a boiler is deemed beyond economical or safe repair, Blue Flame’s responsibility is limited to fault diagnosis and professional advice.

Time spent diagnosing the fault remains chargeable. Any quoted repair costs not carried out will not be charged.

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10. Payment Terms

Payment is due:

• Upon completion of the repair

• Or as otherwise agreed in writing

Unpaid invoices may result in:

• Withdrawal of repair guarantees

• Additional charges for debt recovery

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11. Emergency & Out-of-Hours Repairs

Emergency or out-of-hours repairs are carried out on a best-endeavours basis.

Due to the nature of emergency work:

• Temporary repairs may be required

• Permanent repairs may need follow-up visits or parts ordering

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12. Limitation of Liability

Blue Flame is not liable for:

• Indirect or consequential losses

• Loss of heat or hot water beyond the repair visit

• Damage caused by pre-existing system faults

• Failures unrelated to the repair carried out

Nothing in these Terms limits your statutory rights.

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13. Relationship to Boiler Cover & Warranty

A one-off boiler repair does not include ongoing cover.

Separate products include:

• Blue Flame Boiler Cover Plans

• Blue Flame Warranty™ (applicable to new installations only)

These are governed by their own Terms & Conditions.

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14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

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End of Boiler Repair Terms & Conditions

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