Refund and Cancellation Policy

1. Scope

This policy applies to prepaid bookings made through GetGasCert, including commercial gas certification, CP42, CP44, related gas services, emergency support and paid WhatsApp video diagnosis calls.

2. Prepaid booking model

Bookings are made in advance through the online booking flow, expected to use Calendly for appointment scheduling and Stripe for payment processing. General contact is handled by WhatsApp messaging.

3. Paid WhatsApp video diagnosis calls

A paid WhatsApp video diagnosis call is a standalone remote guidance service. The fee is not deductible from future inspection, certification, emergency attendance, remedial work or any other service.

The call is not a gas safety inspection, not a certificate, not a repair and not confirmation that equipment, premises or an installation is safe to use.

Once the call has started, the fee is non-refundable unless we fail to provide the service. If you miss the scheduled call, fail to provide enough information, or are not available on WhatsApp at the agreed time, the fee may still be payable.

4. Changing an appointment

If you need to change your appointment, message us as soon as possible. We will try to rearrange the visit subject to engineer availability.

Appointment changes requested with reasonable notice will usually be moved without charge. Short-notice changes may be treated as a cancellation if an engineer has already been allocated or travel has started.

5. Customer cancellations

If you cancel before an engineer has been allocated or dispatched, we may refund the service price less any payment processing fee that cannot be recovered.

If you cancel at short notice, fail to provide access, provide incorrect site details, or the engineer cannot complete the visit because the site is not ready, a call-out or administration charge may apply.

Suggested launch rule to confirm: [insert exact cancellation window, for example 24 or 48 hours before appointment].

6. No access or unsuitable site conditions

If the engineer attends but cannot access the premises, equipment, responsible person or required areas, the booking may be treated as attended. A repeat visit may require a new booking or additional charge.

You should make sure appliances, pipework, LPG equipment, ventilation, flues and relevant documentation are accessible before the appointment.

7. When a certificate cannot be issued

Payment for an inspection does not guarantee that a certificate will be issued. A certificate can only be issued where the required checks are completed and the installation or equipment meets the applicable safety requirements.

If the equipment does not pass, you may receive a report, advice or remedial recommendations. The inspection fee may still be payable because the engineer has attended and carried out the assessment.

8. Refunds

Where a refund is approved, it will usually be returned to the original payment method. Refund times depend on the payment provider and bank processing times.

Any non-recoverable card, payment processing, third-party or administration costs may be deducted where lawful and appropriate.

9. Emergency call-outs

Emergency attendance is often time-sensitive. Once an emergency engineer has been allocated or dispatched, cancellation may not be refundable in full.

Emergency work may involve diagnosis, making safe, isolation and advice. Repairs, parts or follow-up work may require a separate quote or booking.

10. Our cancellations

We may need to rearrange or cancel a booking because of engineer availability, illness, weather, travel disruption, safety concerns, incorrect booking information or events outside our control.

If we cancel and cannot provide a suitable alternative appointment, you may be offered a refund for the service not provided.

11. How to request a refund or change

Use the contact page and message us. Include your name, business name, booking reference if available, service address, appointment date and reason for the request.