Last updated: 3 August 2026
We understand that plans sometimes change. This policy explains how Bethy Boilers accepts bookings, how you can rearrange or cancel, what happens if an appointment cannot go ahead, and the statutory cancellation rights that may apply.
This policy applies to bookings with Michael Husband trading as Bethy Boilers for boiler servicing, gas-safety work, repairs and related domestic gas-engineering services.
It should be read with our Website and Service Terms & Conditions. Nothing in this policy excludes or restricts your statutory rights.
You may request an appointment through our website, by email or by telephone. An online form or message is a booking request and does not by itself guarantee an appointment.
A booking is accepted when we confirm the date or attendance window and the main service requested. We may also confirm the price, pricing basis, access requirements and any information we need before attending.
Please check the confirmation and tell us promptly if anything is incorrect. Appointment availability, website prices and promotional offers may change until a booking is accepted.
To help us allocate enough time and arrive prepared, please provide accurate information about:
If important information is missing or inaccurate, the appointment may take longer, require another visit or need to be rearranged. We will seek your agreement before carrying out additional chargeable work.
Appointment times or arrival windows are given in good faith. Domestic gas work can involve emergencies or unexpected technical issues, so an earlier appointment, traffic, weather or another event may affect arrival time. We will let you know as soon as reasonably possible about a material delay.
An adult who can authorise decisions should be present unless another arrangement has been agreed. You must provide safe and reasonable access to the property, appliance, gas meter, controls, flue and other relevant areas, and access to gas, electricity and water where required.
The applicable price will be the price confirmed for the booking or quotation, together with any additional work that you authorise. We will state whether VAT applies.
Unless we agree otherwise, payment is due on completion or when we issue the invoice. We may request a reasonable deposit or advance payment for substantial work, specially ordered parts or other costs we must commit to before attending. We will explain the amount and relevant conditions before you agree.
A deposit is not automatically non-refundable. If a booking is cancelled, any amount retained or charged will be assessed fairly in accordance with this policy and applicable consumer law.
You can ask to rearrange or cancel by calling 07711 126 185 or emailing info@bethyboilers.co.uk. Please give us as much notice as possible. We normally ask for at least 24 hours’ notice.
Where reasonable, we will offer another available appointment. Rearranging is subject to availability and may affect a promotional price where the offer clearly applies only to particular dates, although we will not use this to undermine a statutory right.
Giving less than 24 hours’ notice does not automatically mean that a charge will apply. The circumstances and any actual loss will be considered fairly.
If you cancel at short notice, are not present, or we cannot gain the agreed access, we may charge only for the reasonable direct loss caused. We will take account of:
A charge will not be used as a penalty and will not compensate us twice for the same loss. We will explain how any amount has been calculated. A genuine emergency or circumstance outside your reasonable control will be considered.
If you are a consumer and the service contract is agreed online, by telephone, by email or at your home, you will normally have a legal right to cancel without giving a reason during a 14-day cancellation period. For a service contract, the period normally begins on the day after the contract is made.
You may cancel by making any clear statement of your decision. You can call, email or use the model wording in section 13. You do not have to use a particular form.
If required cancellation information is not provided correctly, the statutory cancellation period may be extended as the law provides. This policy does not reduce that protection.
If you want us to start a non-urgent service before the 14-day cancellation period ends, we may ask you to make an express request for early performance.
If you then cancel after work has started, you may need to pay a proportionate amount for the service supplied up to the time you cancel, provided the relevant legal requirements have been met. Once the service has been fully performed following your express request and acknowledgement, the statutory cancellation right may end.
Early-start request: “I expressly request that Bethy Boilers begins the service during my 14-day cancellation period. I understand that if I cancel after work begins, I may have to pay for the service supplied up to cancellation, and that I may lose the right to cancel once the service is fully performed.”
The statutory cancellation right may not apply where you specifically request a visit to your home for urgent repairs or maintenance, to the extent of the urgent work and replacement parts needed for it.
The exception does not necessarily cover additional services or goods supplied during the visit that are not needed for the urgent repair. We will explain and seek agreement for additional chargeable work where reasonably possible.
If you smell gas or suspect carbon monoxide, do not wait for a routine booking. Leave the affected area, avoid flames and electrical switches, and call the National Gas Emergency Service on 0800 111 999. LPG customers should contact their LPG emergency supplier.
We may need to change or cancel an appointment because of illness, an emergency job, severe weather, transport disruption, unsafe working conditions, parts or supplier problems, inaccurate booking information or another event that prevents us from reasonably performing the service.
We will contact you as soon as reasonably possible and normally offer another appointment. If we cancel and cannot provide the agreed service, we will refund any amount paid for that unprovided service. We will not require you to accept a credit or rebooking where you have a legal right to a refund.
Where a refund is due after exercising a statutory cancellation right, we will make it within the period required by law, normally no later than 14 days after we are informed of the cancellation of a service contract.
We will normally use the original payment method unless another method is expressly agreed. A lawful deduction may be made for service supplied following a valid early-start request or for another amount the law permits.
You may copy and send the wording below, although any clear cancellation statement is sufficient:
To: Bethy Boilers, Treetop House, Beechwood Road, Halifax, West Yorkshire HX2 9BU
Email: info@bethyboilers.co.uk
I give notice that I cancel my contract for the following service:
Service: ______________________________
Booked/agreed on: ______________________________
Appointment date: ______________________________
Customer name: ______________________________
Service address: ______________________________
Date: ______________________________
If you disagree with a cancellation charge, retained deposit or refund calculation, ask us for an explanation. We will review the direct loss, costs saved and steps taken to reduce the loss.
You can raise a formal concern using our Complaints Procedure and may obtain independent advice from the Citizens Advice consumer service.
We may update this policy when our booking arrangements or legal obligations change. The latest version will appear on this page with a revised “last updated” date. A later change will not remove a right that already applies to an existing booking.
Please contact us as soon as possible:
Email: info@bethyboilers.co.uk
Telephone: 07711 126 185
Post: Bethy Boilers, Treetop House, Beechwood Road, Halifax, West Yorkshire HX2 9BU
