Terms of Service

What GasRelay is

When you book through GasRelay, your contract for the work is with us. We arrange and supply the gas safety inspection, and we carry it out through independent, Gas Safe registered network engineers we contract with for that job — the same way a main contractor uses subcontractors. We are not the network engineer, we do not employ the network engineer, and we do not carry out or supervise gas work ourselves.

What that means for you in practice: you deal with us, you pay one fixed price to us, and if something goes wrong with the service you come to us rather than having to take it up with the individual engineer yourself.

What we charge

All prices include VAT and are shown before you book. There are no booking fees, and no charge for storing certificates or receiving renewal reminders.

• CP12 gas safety certificate renewal: £90.00 for a daytime visit, or £105.00 if you choose an evening slot, which is outside a network engineer's normal working hours
• Fault call-out, if a certificate finds an At Risk or Immediately Dangerous fault: £65.00
• Repairs: quoted individually by the attending network engineer. You see the full price before you approve anything, and nothing is booked or charged until you do

Booking and payment

Requesting a booking authorises your payment card for the price shown — your card is not charged at that point. The charge is only taken once a Gas Safe registered network engineer accepts the job. If no network engineer accepts, the authorisation is released automatically and you are not charged.

You can cancel a booking yourself for free at any point before a network engineer has accepted it. Once accepted, cancellation is handled as a no-show or failed-access case (below), separately from the statutory cancellation right explained further down.

If the network engineer doesn't turn up, or can't get in

No-show(the network engineer doesn't attend): you receive a full refund. We record this against the network engineer's account.

Failed access(the network engineer attends but can't get into the property): you are charged £24.00 inc. VAT for the wasted visit and refunded the remainder. That amount goes to the network engineer for the trip they actually made; GasRelay keeps nothing from it. You confirm you understand this charge when you book, and good access notes are the best way to avoid it.

Your right to cancel

If you are booking as a consumer rather than for a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to cancel, starting the day the contract is made.

Because a gas safety inspection is usually wanted sooner than that, we ask you to confirm at booking that you want the network engineer to attend straight away. Doing so means that once the visit is finished and your certificate has been issued, the 14-day right no longer applies — the service has been fully performed. That is the trade-off for getting the job done quickly, and it is why we ask you to tick it rather than burying it here.

Cancel before the visit happens and you pay nothing where no engineer has accepted yet, or a proportionate amount for any work already carried out where one has. To cancel, just email info@gasrelay.com — no particular form of words is needed.

Letting agents and other business customers are not consumers for these purposes, so this statutory right does not apply to them; the free cancellation before acceptance described above still does.

Network engineer verification — what we check, and what we don't

Before a network engineer can accept paid jobs, we check the Gas Safe registration number and name they provide against the photo ID card they upload, using a combination of automated reading and manual review. There is no public, automated way to verify a registration number directly against the official Gas Safe Register, so this is a best-effort check, not a guarantee. You should still exercise your own judgement, and you remain free to verify a network engineer's registration yourself at gassaferegister.co.uk.

The network engineer is professionally responsible for the inspection they carry out and the accuracy of the certificate they file, and indemnifies us for it. That is between us and them, and it does not reduce what we owe you: because your contract is with GasRelay, you can raise a problem with the standard of the work directly with us.

Network engineer independence and insurance

Network engineers are independent contractors, not employees or workers of GasRelay. They are free to accept or decline any job offered to them, are not required to work exclusively for GasRelay, and are responsible for their own tax, National Insurance, and business insurance.

Before accepting paid jobs, a network engineer must hold and maintain valid public liability insurance (minimum £1,000,000 cover) for as long as they remain active on GasRelay, and must tell us if that cover lapses or is cancelled. We ask for proof of cover, and its expiry date, as part of verification. This cover must extend to protect GasRelay against claims arising from the network engineer's work (an "Indemnity to Principal" clause, or equivalent). Not every trade policy includes this as standard — some insurers add it only on request — so check your policy wording or ask your insurer. Working without it is a breach of these terms.

Each completed job is billed by the network engineer to GasRelay as a distinct commercial transaction (or self-billed on their behalf, see below) — this reflects that GasRelay is contracting with an independent business for that job, not directing an employee's work. A network engineer indemnifies GasRelay against any claim, loss, or liability arising from their negligent performance of gas work — including a landlord's complaint about the standard of workmanship on a repair — to the extent GasRelay is not itself found negligent.

Workmanship disputes

For a repair, the network engineer records a photo before and after the work — evidence both sides can point to if the standard of workmanship is ever questioned, rather than it coming down to word against word.

If you're not satisfied with a repair, tell us within 30 daysof the job being marked complete so we can look into it directly: we'll put it to the network engineer and give them the chance to respond or put it right, and where that doesn't resolve things, we can arrange for an independent Gas Safe registered engineer to inspect the work — at the original engineer's cost if they're found to be at fault.

This 30-day window is how long we'll actively investigate and try to resolve things directly — it is nota deadline on your underlying legal rights. Under the Consumer Rights Act 2015, a service has to be carried out with reasonable care and skill, and that right can't be excluded or cut short by these terms; a claim for breach of contract generally remains open for six years in England and Wales under the Limitation Act 1980. Reporting a concern to us promptly just gives everyone — including the network engineer, who has their own reputation and insurance at stake — the best chance of resolving it quickly and fairly with evidence still fresh, rather than it becoming complicated once payment has long since settled.

Network engineer payment and self-billing

Network engineers take home £60.00 per completed CP12, or £70.00 for an evening visit, regardless of their own VAT status — a VAT-registered engineer is transferred more so the take-home figure is the same either way. Call-outs and repairs are paid at the rate shown on the job. Payment is released once the job is completed and the certificate or report has been filed.

If a network engineer is VAT registered, they agree to a self-billing arrangement in their account settings: GasRelay raises the VAT invoice on their behalf after each job, so they do not need to invoice us separately.

Account suspension

We may suspend or close a network engineer's account at our discretion, including where a registration cannot be verified, where no-shows or failed-access reports become excessive, or where we have reasonable concern about safety or conduct.

Liability

Because we supply the service to you, we are responsible for it being carried out with reasonable care and skill, as the Consumer Rights Act 2015 requires. We do not try to exclude that, and if you are a consumer we could not do so even if we wanted to. Where a service falls short, your statutory remedies — having the work put right, or a price reduction where that is not realistic — apply as normal.

We do not exclude or limit liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Beyond those, and beyond your statutory remedies above, our liability to a business customer for any one booking is limited to the amount paid for it. We are not liable for losses that were not reasonably foreseeable when the booking was made.

Where a claim arises from a network engineer's own negligence, they indemnify us and their public liability insurance is required to respond (see "Network engineer independence and insurance" above). That is our route to recover, and it is not something you have to pursue yourself.

If something goes wrong

Email info@gasrelay.com and we will acknowledge your complaint within 2 working days and aim to resolve it within 14. Tell us what happened, which property it concerns, and what you would like us to do.

If we cannot resolve it between us, you keep every route you would otherwise have: you can take the matter to court, and if the work itself is the issue you can report a Gas Safe registered engineer directly to the Gas Safe Register, which investigates unsafe work independently of us. Nothing in these terms requires you to come to us first or stops you doing either.

Governing law

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

Contact

Questions about these terms: info@gasrelay.com.