General Boiler Works Terms & Conditions

(Installation, Repair, Servicing & Associated Works)

Last updated: January 2026

These General Boiler Works Terms & Conditions apply to all boiler, heating and associated works carried out by Blue Flame Gas Solutions Ltd (“we”, “us”, “our”).

They apply in addition to any product-specific terms (including Boiler Cover, Boiler Repair or Warranty terms). Where there is a conflict, the product-specific terms take priority.

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1. Scope of These Terms

These terms apply to all works carried out by Blue Flame, including but not limited to:

• Boiler installations and replacements

• Boiler repairs and breakdowns

• Boiler servicing and safety checks

• Warranty work

• Central heating system work

• Associated plumbing or heating-related tasks

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2. Access to Your Property

2.1 You must provide safe, clear and reasonable access to the appliance, system and working area.

2.2 A responsible adult aged 18 or over must be present at the property at all times while work is carried out, unless agreed otherwise in advance.

2.3 If we are unable to gain access at the agreed appointment time, the visit may be treated as a missed or aborted appointment, and a charge may apply.

2.4 Repeated failed access attempts may result in additional charges or suspension of services.

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3. Health & Safety

3.1 We reserve the right to pause, refuse or stop work if we reasonably believe that:

• The working environment is unsafe

• There is a risk to our engineers, occupants or the property

• There is aggressive, abusive or threatening behaviour

3.2 We will not work in environments involving:

• Known asbestos without appropriate certification

• Dangerous materials or infestations

• Unsafe electrical or structural conditions

3.3 Any delays or cancellations arising from health and safety concerns are outside of our control.

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4. Existing Systems & Hidden Defects

4.1 We cannot guarantee the condition, integrity or suitability of:

• Existing pipework

• Radiators and valves

• Flues

• Electrical supplies

• Structural elements

4.2 Where defects, non-compliance or hidden issues are discovered:

• We will make the system safe where required

• We will advise you of the issue and available options

• Additional work may be required at extra cost

4.3 We are not responsible for failures caused by pre-existing or hidden defects.

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5. Installation Timeframes & Return Visits

5.1 Any timeframe provided for installation, repair or servicing is an estimate only.

5.2 Works may require:

• Additional visits

• Return visits for testing or commissioning

• Delays due to access, weather, safety checks or parts availability

This does not constitute a breach of contract.

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6. Making Good

6.1 Where access is required to carry out works, we will make the area safe and tidy on completion.

6.2 Making good is limited to:

• Filling access holes

• Leaving surfaces level and safe

6.3 We do not carry out:

• Redecoration

• Painting

• Tiling

• Cosmetic restoration

Any redecoration required is the customer’s responsibility unless specifically agreed in writing.

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7. Flooring, Carpets & Floor Coverings

7.1 We do not lift, remove or refit:

• Laminate flooring

• Engineered or solid wood flooring

• Tiled flooring

• Specialist, bonded or floating floor systems

These remain the responsibility of the customer.

7.2 Where access beneath flooring is required, the customer is responsible for:

• Arranging removal prior to our visit or

• Arranging reinstatement by a suitably qualified tradesperson (e.g. carpenter or flooring specialist)

7.3 In limited circumstances, and only where reasonably practical, we may lift sections of flooring to gain access. Where this occurs:

• We do not guarantee the condition, finish or reusability of the flooring

• Re-fitting or replacement must be carried out by others

• We accept no responsibility for damage caused by lifting bonded, glued, nailed, clipped or aged flooring

7.4 Where flooring is obsolete, discontinued, damaged due to age, or already due for replacement, we accept no responsibility for matching, sourcing or reinstatement.

7.5 Carpets may be lifted where required. Where carpets are lifted:

• They will be re-laid to the best of our ability

• We do not guarantee a near-perfect or showroom finish

• For best results, we strongly recommend customers arrange a professional carpet fitter to refit carpets after works are completed

7.6 We are not responsible for:

• Stretching, trimming or re-seaming carpets

• Damage to underlay, gripper rods or carpet edges

• Carpets that are glued, nailed, brittle, worn or previously damaged

7.7 Any flooring replacement, specialist reinstatement or redecoration required following works is not included unless explicitly stated in writing.

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8. Rubbish & Waste Removal

8.1 We will remove:

• Replaced boiler components

• Standard waste and packaging generated by our work

8.2 We do not remove:

• General household waste

• Building rubble unrelated to our work

• Hazardous materials unless agreed in advance

8.3 Where waste cannot be removed on the same day, it will be collected within a reasonable timeframe.

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9. Ownership of Removed Parts

9.1 Any parts or components removed during works become our property unless you request otherwise at the time of removal.

9.2 Removed parts may be retained for inspection, warranty assessment or manufacturer requirements.

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10. Scaffolding & External Access Equipment

10.1 Where scaffolding or access equipment is required, this may be provided by approved third-party contractors.

10.2 Minor cosmetic damage (for example, roof tiles) may occur despite reasonable care and is not our responsibility unless caused by negligence.

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11. Noise, Disruption & Temporary Loss of Services

11.1 Boiler and heating works may involve:

• Temporary loss of heating or hot water

• Noise and vibration

• Short-term disruption

These are normal and unavoidable aspects of the work.

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12. Tools, Materials & Equipment on Site

12.1 Any tools, equipment or materials left on site remain our property.

12.2 You agree not to tamper with, use, remove or damage such items. Loss or damage may be chargeable.

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13. Force Majeure

We are not liable for delays or failure to perform works caused by events outside our reasonable control, including severe weather, supply chain disruption, manufacturer delays or emergency call-outs.

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14. Liability

14.1 We will carry out works using reasonable care and skill.

14.2 We are not liable for:

• Indirect or consequential losses

• Damage caused by pre-existing defects

• Issues outside the scope of our work

Nothing in these terms affects your statutory rights.

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15. Recording, CCTV & Use of Cameras

15.1 Customers may use CCTV, doorbell cameras or personal devices to record activity within their property.

15.2 Where recording is taking place, customers must inform our engineers before work commences.

15.3 Covert or undisclosed recording of our engineers is not permitted.

15.4 Recording must not:

• Interfere with the safe completion of works

• Be used to harass, intimidate or unfairly target our staff

• Be selectively edited or misrepresented

15.5 Where recording is used in connection with a complaint or dispute, footage must be provided in full and unedited form upon reasonable request.

15.6 We reserve the right to pause or refuse work where:

• Recording has not been disclosed

• Recording creates an unsafe or hostile working environment

15.7 Blue Flame operates its own internal camera and recording policy for training, quality assurance and dispute resolution purposes.

15.8 Nothing in this section affects your statutory rights.

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16. Governing Law

These terms are governed by the laws of England and Wales.

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End of General Boiler Works Terms & Conditions

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Related pages:

• Boiler Installation

• Boiler Repair

• Boiler Cover

• Blue Flame Warranty™