Terms & Conditions

1. About Us:

Electrical & Gas Care (EGC) stands as a premier independent domestic appliance repair service in the South Wales region. Committed to delivering optimal service, we are proud to be a registered company in England & Wales.

• Company Registration: Registered under Company No: 10464815.

• VAT Registration: VAT reg no: 176 2049 06.

• Registered Office Address: 1 New Premier Buildings, Old Newport Road, Pantglas, Caerphilly, United Kingdom, CF83 8YE.

For any inquiries regarding this document or your orders, feel free to contact us through:

• Email: [email protected]

• Online Contact Form: Click Here

• Phone: 02920 885355 (Monday to Thursday: 9:00-17:00, Friday: 9.00-4.30).

Our Terms and conditions are currently being updated, If you have any questions please email us directly at [email protected] with your job reference.

2. What is included in my Fixed Fee Service Charge for Appliance Repairs?

Our Service Charge that you pay will include callout and all the labour time needed to carry out a diagnostic test or repair. Any parts that might be required to complete a repair are not included in this fee and is non refundable.

Service Charges are payable over the phone to our office prior to the Engineer’s visit to your property. In the case of rental properties/business properties where the bill payer will not be present, payment may be required at the point of booking. If an Engineer attends and diagnoses a fault which then leads to a repair quotation, the Service Charge is payable whether you decide to proceed or not. Electrical & Gas Care does not offer free callouts.

Guarantee Periods (Repair Guarantee)

All Appliance repairs completed by Electrical & Gas Care come with a 3 Month (90 Day) Repair Guarantee. This is to ensure that the repair has been completed correctly. Should you need to have the engineer return after a repair, if the fault relates to what the engineer did on the previous visit, the Engineer will rectify any issue and there will be no further charge. If the Engineer attends and finds that the re-visit relates to a new fault or a separate fault that was not reported on the original repair booking, you may be required to pay another Service Charge.

There are some repairs that are excluded from the Repair Guarantee. The following repairs do not carry a repair guarantee:

A repair carried out where a blockage / foreign body has been removed from the appliance
The following components are excluded from the Repair Guarantee:

Door parts, including handles, glass, and fixtures
Cosmetic parts including facias, trims and decor surrounds
Drum lifters / Paddles
Internal furniture including shelves, door shelves, and baskets

Complaints Policy

Electrical & Gas Care always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve. Please contact us straight away with any concerns either by phone, email or write to us. If writing, obtain proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days. The business will arrange a convenient date to come and view and/or remedy the situation within 28 days if at fault. In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

Electrical & Gas Care has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.

If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution