Terms & Conditions

1. About CHP Home

These Terms and Conditions govern the relationship between CHP Home ("we", "us", "our") and customers ("you") who book services through our website at www.chphome.co.uk.

CHP Home is a trading name of Chungs Heating And Plumbing Limited, a company registered in England and Wales (company number 15554943, VAT registration number 465816168), whose registered office is at 3 Randalls Drive, Crewe, England, CW1 4GL.

CHP Home is a Gas Safe registered business providing boiler services and gas safety checks. By completing a booking through our website, you agree to these Terms and Conditions in full.

2. Our services

We currently offer the following services:

• Boiler Service — includes gas tightness test, internal part check & clean-up, flue terminal inspection, boiler operations & controls check-up, and radiator heat check. See section 4 (Pricing and payment) for what you receive on completion, which depends on the outcome of the check.
• Unvented Cylinder Service — standalone or as an add-on to the Boiler Service.
• Central Heating Inhibitor Refill — standalone or as an add-on to the Boiler Service.

All services are carried out by Gas Safe registered engineers.

3. Booking process

Bookings are made through the online booking page on our website. A booking is confirmed only after successful payment via Stripe. As soon as payment is successful, our system automatically assigns an engineer and confirms your booking — there is no manual approval step. This assignment matches your chosen date and time slot to an engineer who has that slot available in their roster; every engineer is Gas Safe registered and holds the appropriate qualifications for the service, so which engineer is assigned does not change the service specification or the standard of work you are entitled to receive.

You will receive an immediate booking confirmation email with your reference number, service details, and chosen date and time slot. For our engineers' safety and privacy, we do not share the assigned engineer's name or contact details with you by email; you will instead be notified shortly before your engineer arrives. Rescheduling and cancellation are handled by CHP Home as set out in sections 5 and 6 — including self-service rescheduling using the link in your confirmation email before the cut-off described there — never by the engineer directly.

We reserve the right to decline a booking if the service address falls outside our covered postcode areas, or if we are unable to fulfil the requested date. In such cases, a full refund will be issued promptly.

4. Pricing and payment

All prices are displayed inclusive of VAT and shown to you on the booking page before you pay. The price confirmed to you at checkout — not any figure quoted elsewhere, including on other pages of this website — is the price that applies to your booking.

Prices are fixed once your booking is confirmed. Payment is taken in full at the point of booking via Stripe. We accept all major credit and debit cards. No call-out fees or hidden charges apply.

The engineers who attend are Gas Safe registered, self-employed contractors engaged by CHP Home rather than our employees. Your contract for the service you book is with CHP Home, and our obligations for that service are set out in section 8. We remain responsible to you for that service whichever engineer attends. The separate arrangements described below are not part of that contract.

The price you pay covers the service you booked, together with any add-ons selected at checkout. If our engineer identifies a fault or any other work falling outside that service — for example ordering a replacement part, or carrying out additional repair work — any such work would form a new, separate contract, and only if you accept the engineer's quote, directly between you and the engineer, entirely outside your booking with CHP Home.

If the engineer offers you a quote for such work and you accept it, the engineer — not CHP Home — will give you their own contact details for that separate work, the terms of that contract (the work involved, any parts needed, and the price), and a receipt once you have paid.

This work is not quoted, processed, or covered by CHP Home in any way. CHP Home is not a party to this separate contract and is not responsible for it — including its price, quality, or completion — and any issue with it should be raised directly with the engineer under that contract. As a condition of joining our engineer roster, engineers agree with CHP Home that any work they arrange directly with a customer is outside their engagement with us and is their own responsibility — which is why it is a separate contract between you and the engineer, not part of your contract with CHP Home. You are free to decline any further work; declining does not affect the service you have already booked and paid for through us.

Declining additional repair work does not change our safety obligations. If our engineer finds that your appliance or installation is unsafe, they will explain the situation and, under the industry-wide Gas Industry Unsafe Situations Procedure, ask your permission to turn the appliance off and attach a warning label. We will then issue a gas safety warning notice recording what was found. Where a situation is immediately dangerous and permission is refused, the engineer is required to report it to the relevant gas emergency service or supplier. Making an appliance safe in this way is a safety requirement rather than chargeable work, but it may mean the appliance cannot be used until the fault is repaired.

What happens after your service

• If your boiler passes — you will receive a signed boiler service record on completion, confirming the checks carried out.
• If your boiler does not pass — we will issue a gas safety warning notice, in line with the industry-wide Gas Industry Unsafe Situations Procedure. This is the official confirmation of the issue found.
• If your boiler needs repairing — our engineer will explain what they have found and may offer you a separate quote for the repair. As set out above, any such work is a separate contract directly between you and the engineer, entirely voluntary, and does not affect the service you have already booked and paid for through CHP Home.
• If your boiler cannot be safely tested or powered on at all — our engineer will report this back to us, and we will contact you as soon as possible to arrange a refund.

Promotional pricing is valid only within the stated promotional period. Standard pricing applies outside this period.

A VAT invoice or receipt is available on request. If one is required, please contact us at hello@chphome.co.uk following completion of your service, and it will be provided to you by email.

5. Cancellation policy

Your right to cancel (14-day cooling-off period)

Because you book with us online, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your booking within 14 days of making it and receive a full refund — even if your service date is further away than 14 days.

If you ask us to carry out the service within that 14-day period and the service is completed before the period ends, your right to cancel ends once the service has been performed.

Cancelling at any other time

Beyond the 14-day period, we do not apply a cancellation deadline. If you need to cancel your booking at any point before your service takes place, email hello@chphome.co.uk with your booking reference and we will cancel the booking and refund you in full to the card used for payment.

There is currently no self-service cancellation option on the website; all cancellations are handled by our team by email.

If we cannot access the property

If our engineer attends at the agreed time and cannot gain access, we will contact you to arrange a new date. Please let us know as early as possible if your plans change so we can offer the slot to another customer.

Cancellations by CHP Home

In the rare event that we need to cancel your booking (e.g. engineer unavailability, adverse weather), we will contact you as soon as possible and offer a rescheduled date or a full refund.

6. Rescheduling

You may reschedule your booking free of charge using the link in your confirmation email, up until 23:59 two full days before your service date. For example, if your service is on Friday, you can reschedule yourself until 23:59 on Wednesday. After that point, please email hello@chphome.co.uk and our team will arrange a new date for you.

The link in your confirmation email stays active for 60 days after your service date. Rescheduling is subject to engineer availability in your area.

We will reschedule at no additional cost provided reasonable notice is given.

7. Service areas

We only accept bookings for postcode areas we currently cover. Coverage is checked automatically by postcode at the start of the booking process — if your postcode is not covered, you will be told before any payment is taken. Our coverage changes from time to time as we add new areas, so the postcode check on the booking page always reflects our current service areas rather than any list published elsewhere.

8. Our obligations

• All engineers are Gas Safe registered and hold the appropriate qualifications for the services they carry out.
• We will carry out services with reasonable care and skill in accordance with applicable regulations.
• We will contact you promptly if we need to reschedule or if any issue arises before or during the service.
• We will provide a signed boiler service record or a gas safety warning notice depending on the outcome of your service, as set out in section 4 (Pricing and payment).
• Our team is contactable by email at hello@chphome.co.uk.

9. Your obligations

• Ensure the engineer can get into the property at the agreed time, and have keys or entry details ready if someone else will be letting them in.
• Ensure that, once inside, there is safe and unobstructed access to the boiler and any relevant heating system components.
• Provide accurate address and contact information at the time of booking.
• Ensure an adult (aged 18 or over) is present at the property for the duration of the visit.
• Inform us of any known hazards or relevant conditions at the property prior to the engineer's visit.
• Ensure parking is available as indicated when you booked. If this changes, tell us by email at hello@chphome.co.uk before your appointment.
• Keep pets in another room for the duration of the visit.

10. Liability

This section covers our liability in connection with the service you booked through chphome.co.uk. It does not extend to any additional work you arrange directly with an engineer as described in section 4 (Pricing and payment) — that work is between you and the engineer, and is not covered by these Terms.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Subject to the above, our total liability to you in connection with any booking shall not exceed the amount paid for that booking, except as set out below for damage to your property.

We do not limit or exclude our liability for physical loss of, or damage to, your property caused by our negligence during the visit in which our engineer carries out your service. This is backed by our property/public liability insurance. This cover applies even if the loss or damage only becomes apparent after the engineer has left. It does not extend to matters that are not caused by such negligence — for example, pre-existing faults, wear and tear, defects recorded in the boiler service record or gas safety warning notice, or problems with a separate, later cause — which remain subject to the cap above.

We are not liable for losses that were not reasonably foreseeable at the time your booking was made, or for losses relating to any business use of your property (including loss of profit or business interruption). This does not affect our liability for foreseeable loss or damage caused by our failure to use reasonable care and skill.

These Terms do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable legislation.

11. Complaints

If you are unhappy with any aspect of our service, please contact us:

• Email: hello@chphome.co.uk
• Phone: 07880 191478

We take all complaints seriously and will respond as promptly as we can. If you remain dissatisfied, you may raise the matter with the Gas Safe Register (gassaferegister.co.uk) where it concerns gas safety, or seek independent advice from Citizens Advice. We are not currently a member of an alternative dispute resolution (ADR) scheme.

12. Governing law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.