D.E.S. Gas Safe Solutions Comfort Plus Membership
Terms and Conditions
We understand that terms and conditions can often be difficult to understand because of how they are written. We have tried to keep our Comfort Plus Membership terms and conditions as clear as possible, so you know exactly what is and is not included.
1. Scope of Contract
1.1 D.E.S. Gas Safe Solutions will provide the level of membership benefits described within the ‘Plan Summary’ below, subject to an initial chargeable service and inspection.
1.2 When referring to ‘we’, ‘us’ or ‘our’, this refers to D.E.S. Gas Safe Solutions.
1.3 This contract is strictly a maintenance membership and is not an insurance policy. D.E.S. Gas Safe Solutions is therefore not regulated by the Financial Conduct Authority.
1.4 The Comfort Plus Membership is intended for domestic boilers and heating systems only. Work will only be carried out at residential properties unless otherwise agreed by D.E.S. Gas Safe Solutions.
1.5 Any faults or defects identified during the initial service and inspection will not be covered by the membership. Any recommended repairs or remedial work will be quoted for separately.
1.6 Membership benefits will not begin until the initial service and inspection has been completed and the boiler and heating system have been accepted onto the membership by D.E.S. Gas Safe Solutions.
2. Our Memberships
2.1 Essential Membership – £7.99 per month
The Essential Membership includes:
Annual boiler service
Boiler safety checks
Annual service reminders
2.2 Complete Membership – £12.99 per month
The Complete Membership includes:
Annual boiler service
Boiler safety checks
Annual service reminders
Priority booking
10% discount on qualifying boiler and heating repairs
Reduced call-out charge
Annual heating system health check
2.3 Premium Membership – £17.99 per month
The Premium Membership includes:
Annual boiler service
Boiler safety checks
Annual service reminders
Priority booking
15% discount on qualifying boiler and heating repairs
Reduced call-out charge
Annual heating system health check
Annual plumbing check
2.4 Additional Appliances
Additional appliances, including gas fires, may be added to the Comfort Plus Membership for an additional monthly charge.
The cost will depend on the type and number of additional appliances included. D.E.S. Gas Safe Solutions will confirm the applicable monthly charge before the appliance is added to the membership.
Additional appliances will be subject to an initial inspection before being accepted onto the membership.
3. Annual Boiler Service
3.1 One of our Gas Safe registered engineers will perform the annual boiler service and safety check in line with the boiler manufacturer’s instructions.
3.2 As part of the annual boiler service and safety check, we will perform the following as a minimum where applicable:
Check the boiler’s emissions using a calibrated flue gas analyser
Check the inlet and working gas pressure
Clean the condensate trap
Clean the magnetic filter, where fitted
Inspect and clean inside the boiler casing where required
Complete a gas rate check where required
Test the boiler’s safety devices
Complete all relevant safety checks in line with Gas Safe requirements
3.3 A gas tightness test may be carried out where considered necessary to check that the property is free from gas leaks.
3.4 The annual service will be arranged at a mutually convenient date and time.
3.5 The annual service will normally be carried out Monday to Friday during D.E.S. Gas Safe Solutions’ standard working hours unless otherwise agreed.
3.6 It is the membership holder’s responsibility to arrange and provide access for the annual service. We will provide a reminder, but we will not be responsible if the service cannot be completed because the customer has not arranged an appointment or provided access.
3.7 Failure to arrange or attend the annual service does not entitle the customer to a refund or reduction in membership payments.
4. Boiler Safety Checks
4.1 Boiler safety checks will be completed as part of the annual boiler service.
4.2 These checks will be carried out in accordance with the boiler manufacturer’s instructions and current Gas Safe requirements.
4.3 If the boiler is found to be unsafe, we reserve the right to disconnect or make the appliance safe in accordance with Gas Safe procedures.
4.4 Any repairs required following the safety check are not automatically included within the membership and may be chargeable.
5. Service Reminders
5.1 We will endeavour to contact the membership holder when the annual boiler service becomes due.
5.2 It remains the membership holder’s responsibility to ensure that their contact details are accurate and kept up to date.
5.3 We will not be responsible for missed reminders caused by incorrect contact details, email filtering, communication failures or circumstances outside our control.
6. Priority Booking
6.1 Complete and Premium members will receive priority booking during busy periods.
6.2 Priority booking means that we will endeavour to offer an earlier available appointment than would normally be offered to a non-member.
6.3 Priority booking does not guarantee a same-day appointment, a specific arrival time or attendance within a fixed timeframe.
6.4 All appointments remain subject to engineer availability, workload, parts availability, adverse weather and circumstances outside our reasonable control.
7. Repair Discounts
7.1 Complete members will receive a 10% discount on qualifying boiler and heating repair charges.
7.2 Premium members will receive a 15% discount on qualifying boiler and heating repair charges.
7.3 Repair discounts will only apply to qualifying repair work completed by D.E.S. Gas Safe Solutions.
7.4 The discount does not apply to:
The initial service and inspection
Membership payments
Call-out charges
Work carried out by third parties
Manufacturer charges
Subcontractor charges where stated
Replacement boilers or full heating systems
Major installation work
Previously quoted or completed work
Work covered by a manufacturer’s warranty
Parts or materials unless specifically confirmed by D.E.S. Gas Safe Solutions
7.5 Discounts cannot be used in conjunction with any other offer, promotion or discount unless agreed by D.E.S. Gas Safe Solutions.
7.6 Any repair must be authorised by the customer before work begins.
8. Reduced Call-Out Charge
8.1 Complete and Premium members will be entitled to a reduced call-out charge.
8.2 The applicable reduced call-out charge will be confirmed by D.E.S. Gas Safe Solutions before the appointment is booked.
8.3 A call-out charge may still be payable where:
No fault is found
The fault is not covered by the membership
The fault has been caused by misuse, neglect or third-party interference
The engineer is unable to access the property or appliance
The appointment is missed or cancelled without sufficient notice
The fault relates to an external utility supply or another matter outside our control
8.4 Parts, materials and repair labour are not included within the reduced call-out charge unless specifically confirmed.
9. Heating System Health Check
9.1 Complete and Premium memberships include one heating system health check per membership year.
9.2 The health check may include a visual inspection of accessible heating system components, including radiators, controls, visible pipework and the general operation of the system.
9.3 The health check is not a full system survey and does not include dismantling, destructive investigation or inspection of concealed components.
9.4 Any defects identified during the health check will be reported to the customer.
9.5 Repairs, replacement parts, system cleaning, flushing, water treatment or remedial work identified during the health check will be quoted for separately.
10. Annual Plumbing Check
10.1 Premium memberships include one annual plumbing check per membership year.
10.2 The annual plumbing check will consist of a visual inspection of accessible plumbing components within the property.
10.3 The check may include accessible taps, toilets, visible pipework, isolation valves and other visible plumbing fittings where appropriate.
10.4 The annual plumbing check does not include:
Repairs or replacement parts
Drainage work
Investigation of concealed pipework
Removal of floors, walls, ceilings or fitted furniture
Work to external mains supplies
Specialist leak detection
Major plumbing or installation work
10.5 Any repair or remedial work identified during the plumbing check will be quoted for separately.
11. Exceptions
11.1 Any breakdown caused by sludge, scale, corrosion or system deposits will not be covered by the membership.
An independent water quality test may be required. Where the system fails the test, the cost of the test may be charged to the customer.
11.2 Any fault or breakdown resulting from a problem with the water mains, electrical supply, gas supply, gas meter or other utility service is not included.
This includes faults caused by there being no credit on a prepayment meter.
11.3 Pre-existing faults and defects in the design, installation or condition of the boiler, heating system, plumbing system or appliance are not included.
11.4 Any fault or breakdown caused by blocked drains, waste pipes or external drainage backing up into the boiler or heating system is not included.
11.5 Replacement of cosmetic parts, including boiler casings, covers, decorative panels and trim, is not included.
11.6 Faults caused by the fabric or structure of the building are not included. This includes pipes or components damaged as a result of subsidence, movement, damp, water ingress or structural defects.
11.7 Defects caused by malicious damage, misuse, neglect, accidental damage or interference by the customer or a third party are not included.
11.8 Defects caused by fire, flood, lightning, explosion, storm, frost, terrorism, extreme weather or any other external cause are not included.
11.9 We will not be responsible for delays caused by manufacturers, suppliers, delivery companies or the availability of replacement parts.
11.10 Appliances or systems that are obsolete, have been incorrectly installed or for which parts are no longer reasonably available may be refused or removed from the membership.
11.11 Work required to bring an appliance or system up to current regulations or manufacturer standards is not included.
11.12 The membership does not include the replacement of a boiler, appliance, radiator, cylinder, heating system or plumbing system.
11.13 The membership does not cover faults that are covered under a manufacturer’s warranty or another warranty agreement.
11.14 The membership does not include damage to decorations, flooring, walls, ceilings, cupboards or other fixtures where access is required to complete an inspection or repair.
11.15 D.E.S. Gas Safe Solutions is not responsible for making good decorations or finishes following access or repair work unless agreed in writing.
12. Missed or Cancelled Appointments
12.1 Customers who arrange a breakdown appointment, annual service, heating system health check or annual plumbing check will be given an appointment window.
12.2 If an engineer attends and is unable to gain access, an administration fee may be charged before the appointment is rearranged.
12.3 Customers must provide at least 24 hours’ notice to cancel or rearrange an appointment.
12.4 Where less than 24 hours’ notice is provided, an administration fee may be charged.
12.5 Repeated missed appointments may result in the suspension or cancellation of the membership.
13. Use of Subcontractors
13.1 We reserve the right to use suitably qualified subcontractors to carry out annual services, inspections, breakdown appointments or other work.
13.2 Any subcontractor carrying out gas work will be appropriately Gas Safe registered.
13.3 Subcontractors will be selected and checked by D.E.S. Gas Safe Solutions for suitability.
14. Period, Renewal and Payment Contract
14.1 The initial membership contract is valid for a period of 12 months from the date the first payment is collected.
14.2 Membership payments will be collected monthly using the agreed payment method.
14.3 Following the initial 12-month term, the membership will continue on a monthly rolling basis unless cancelled by either party.
14.4 The customer must give notice no later than 14 days before the renewal date if they do not wish the membership to continue beyond the initial 12-month term.
14.5 We reserve the right to refuse or cancel the renewal of any membership.
14.6 If a payment is missed or rejected, membership benefits will be suspended until the account has been brought up to date.
14.7 No services, inspections, discounts or reduced call-out charges will be provided while membership payments remain outstanding.
14.8 An administration fee may be added to the account following missed or failed payments.
14.9 Where the customer cancels the payment instruction during the initial 12-month contract, the remaining membership balance may become payable.
14.10 The membership may be cancelled if the customer misses three consecutive payments without contacting D.E.S. Gas Safe Solutions.
14.11 We reserve the right to cancel the membership if the customer is found to have broken any of these terms and conditions.
14.12 We reserve the right to amend membership prices and benefits. Customers will be notified of any changes before they take effect.
14.13 Membership benefits cannot be transferred to another person or property unless agreed in writing by D.E.S. Gas Safe Solutions.
14.14 If the customer moves home, the new boiler and heating system will be subject to a new initial service and inspection before it can be accepted onto the membership.
15. Certificates and Records
15.1 Certificates, service records and inspection records may be held electronically by D.E.S. Gas Safe Solutions.
15.2 Customers may request an electronic copy of an available certificate or record by email without charge.
15.3 Customers may request a printed copy, which may be subject to a printing, postage and administration fee.
16. Customer Responsibilities
16.1 The customer must provide accurate information regarding the boiler, appliance, heating system, plumbing system and property.
16.2 The customer must inform D.E.S. Gas Safe Solutions of any known faults, previous repairs or ongoing issues.
16.3 The customer must provide safe and reasonable access to the property, boiler, appliances and relevant system components.
16.4 The customer must ensure that an adult aged 18 or over is present during appointments unless otherwise agreed.
16.5 The customer must operate and maintain the boiler, appliances and heating system in accordance with the manufacturer’s instructions.
16.6 The customer must not allow an unqualified person to work on or interfere with a gas appliance.
16.7 The customer must notify D.E.S. Gas Safe Solutions if any other engineer carries out work on an appliance or system included within the membership.
16.8 Failure to comply with these responsibilities may result in a repair being excluded or the membership being cancelled.
17. Cooling-Off Period
17.1 Customers are entitled to cancel the membership and receive a refund within 14 days of entering into the contract.
17.2 Where the customer has requested that a service, inspection, repair or other work begins within the 14-day cooling-off period, the cost of any work completed may be deducted from the refund.
17.3 Any breakdown, call-out, service or inspection completed during the cooling-off period will be charged at the standard rate if the customer subsequently cancels the membership.
17.4 The initial chargeable service and inspection is separate from the monthly membership and is not refundable once it has been completed.
18. Complaints
18.1 Any complaint should initially be made directly to D.E.S. Gas Safe Solutions.
18.2 We will aim to investigate and respond to complaints within a reasonable timeframe.
18.3 Making a complaint does not remove the customer’s responsibility to continue making any payments that remain due under the membership agreement.