Booking terms and conditions

Franklyn Robinson, Property Compliance & Maintenance

Version: v1 · 15 October 2026

---

Key points

• Arrival window: certificate and service visits have a 90-minute arrival window. Repairs are charged by the hour. Please make sure someone aged 18 or over, or the agreed key safe or keyholder, gives access to the property and every appliance.
• Paying: pay now by card through Stripe and get 10% off the service price, or pay later by invoice, payable on receipt. Extras and any extra work are invoiced after the visit.
• Extra work: we only do extra or remedial work with your approval. On certificate and service visits, that is either up to £150 at our standard prices, if you chose that on the form, or after a written quote. On repairs, parts and labour beyond the first hour are quoted first if you paid upfront. Anything unsafe, or over your limit, is always discussed with you first.
• Changes and missed visits: please give at least 24 hours' notice to cancel or rearrange. If we can't get in, we wait 15 minutes and do all we reasonably can to reach you. Repeated no-access visits may be charged.
• Safety: if an appliance is dangerous we may turn it off or disconnect it and issue a warning notice, as industry rules require. Private customers who book online have a 14-day right to cancel.

---

1. Who we are

Franklyn Robinson, trading as Franklyn Robinson, Property Compliance & Maintenance, is a sole trader ("we", "us"). We are based at Egloshayle, Kingsand, Torpoint, Cornwall, PL10 1NB.

• Gas Safe registered business: 586014
• OFTEC registered technician: 711329 (company registration 0711329)
• Email: info@franklynrobinson.com
• Phone: 07956 405237

"You" means the person or business who makes the booking and pays: a landlord, letting agent, holiday-let owner or booking agent, property manager or private homeowner. Tenants and guests are not our customers under these terms. Their role is explained in section 8.

2. Our services

We offer these services through our online booking forms:

• Gas certificate and service (CP12): a landlord gas safety check and certificate, plus a service of one primary appliance.
• Oil certificate and service (CD11): a full oil boiler service and an OFTEC CD11 service record.
• Repair visit: charged by the hour: a call-out including the first hour on site, then hourly labour plus parts.

You can also add extras on the form, such as additional gas appliances, cooker or hob safety checks, and oil nozzle, oil line and filter kit replacements. Each extra is described and priced on the form.

We carry out the work with reasonable care and skill, following the relevant regulations and industry standards.

3. Booking and acceptance

1. Fill in the form. Choose the service and any extras, give the property and contact details, choose how to pay, choose what we should do about remedial items (certificate and service visits only), and tick to agree to these terms.
2. Choose the appointment. Appointments are booked through our online calendar (Cal.com):
   • Private customers choose their appointment straight after submitting the form.
   • Letting agents and landlords: we email your tenant(s) a link so they can choose a time that suits them. You can also book on their behalf, or send the link to someone else.
   • Holiday lets: you get a link to choose a visit date that suits the property.
   • If you choose pay now, you pay first and then book.
3. When the booking is confirmed: our contract with you starts when the appointment is confirmed by email. If you pay now, the appointment also needs your payment to be completed. If we can't do the job (for example, the property is outside our area or the work isn't something we do), we will tell you and refund anything you have paid.
4. Booking window: the calendar shows dates up to 60 days ahead, and new dates open each day. If your certificate is due later than that, please come back nearer the time.
5. Check your details. Please make sure the information you give is correct, including the address, the number of appliances and the date of the last service. If the details turn out to be wrong (for example, there are more appliances than booked), we will charge the correct price for the work we do, using our price list.

4. Prices and VAT

• Prices are shown on the booking form and on our price list at the time you book. The price you are shown when you book is the price you pay for that work.
• Current main prices:
  • Gas certificate and service (CP12): £125, including the first appliance. Each additional gas appliance is £60. A landlord-owned cooker or hob safety check is £20 each. A tenant-owned cooker or hob gets a free visual inspection only.
  • Oil certificate and service (CD11): £175.
  • Repair visit: £100 call-out including the first hour. Further labour is £60 per hour, charged in 15-minute units, plus parts.
  • Return visit (if we need to come back to do work): £100 call-out including the first hour, then £60 per hour, plus parts.
• All parts prices are supplied and fitted. The price includes the part and the labour to fit it during a visit.
• VAT: we are not currently VAT registered, so no VAT is charged. If we become VAT registered, our published prices will include VAT.

5. Payment

You choose how to pay on the booking form.

Pay now (10% off)

• You pay online by card on a secure Stripe payment page, before you choose the appointment. We never see or store your full card details.
• The 10% discount applies to the service price: £112.50 for a CP12, £157.50 for an oil service and CD11, and £90 for a repair visit.
• Any extras you choose (for example additional appliances or oil parts), and any approved extra or remedial work, are invoiced after the visit at the full price.
• Repairs: if you pay upfront, any parts or labour beyond the first hour are quoted first, and invoiced when the job is finished.

Pay later (invoice)

• We invoice you by email after the job, at the full price shown on the form. We use Xero for our accounts and invoices.
• Payment is due on receipt of the invoice, using the payment details shown on it.

Late payment

• If an invoice isn't paid, we will send you a friendly reminder first.
• Business customers only: we may claim statutory interest and compensation on overdue invoices under the Late Payment of Commercial Debts (Interest) Act 1998.
• We may ask for payment upfront for future bookings if earlier invoices are overdue.

6. Arrival window and access

• Certificate and service visits (CP12 and CD11) are booked as a 90-minute arrival window, shown on your booking confirmation. We may arrive at any time within it. If we are running late, we will try to let you or the contact on site know.
• Repair visits are not booked as a 90-minute window. They are charged by the hour (see section 4), and your confirmation shows the appointment time.
• Someone aged 18 or over must let us in and give us safe, clear access to every appliance, flue, meter, tank and control we need to check. If there is no one on site, an access arrangement agreed on the form will do instead (see below).
• Key safes and keyholders: if you give us a key safe code or keyholder details, you confirm that you are allowed to give us that access. We keep codes private: they are shared only with the engineer and are not included in booking links. We lock up and put keys back as we found them.
• Empty or occupied property: for holiday lets, please tell us whether guests will be staying. If they will, please make sure they know about the visit.
• Please make sure the gas and electricity supplies are on and there is enough oil in the tank. Please keep pets secure and make the work area reasonably clear.

7. Failed visits ("no access")

A visit fails if we arrive at the booked time but can't do the work because:

• no one is there to let us in, or the key safe or keyholder arrangement doesn't work; or
• we can't safely reach the appliances, or the supplies are off.

In that case:

• We will wait 15 minutes and make every reasonable attempt to contact you and the contact on site.
• If we still can't get in, we will help you rebook. We understand things happen. If visits keep failing because there's no access, we may charge for the repeated wasted visits.
• For landlords and agents, we will tell you about the failed visit so you have a record of the attempt. This can help show the reasonable steps landlords must take to get access for gas safety checks.

8. Landlord and agent responsibilities, and the tenant's role

If you are a landlord, letting agent or holiday-let owner or agent, you agree to:

• tell your tenants or guests about the visit and make sure they know we are coming;
• give us correct, up-to-date contact details for tenants or guests, and only share their details with us where you are allowed to;
• make sure there is access at the booked time;
• pay for the work. The person who books is responsible for payment, not the tenant or guest;
• keep and share certificates as the law requires. Under the Gas Safety (Installation and Use) Regulations 1998, for example, landlords must give tenants a copy of the gas safety record. Legal duties stay with the landlord.

Tenants and guests:

• may receive a link from us to choose or change an appointment;
• are asked to provide access, or to let us know as soon as possible if they can't;
• don't pay us anything for a booking made by a landlord or agent, unless they have agreed to separately.

9. Rescheduling and cancellation

• To rearrange or cancel, use the link in your booking confirmation email, or contact us by email or phone. Please include your booking reference.
• Please give at least 24 hours' notice.
• If you cancel or rearrange with less notice than that, we may charge a late-cancellation fee. Any fee will be fair, and no more than our reasonable costs.
• If you paid upfront and cancel in good time, we will refund you in full to your card. If you rearrange, your payment carries over to the new date.
• If we need to cancel or move your appointment (for example because of illness, bad weather or an emergency), we will tell you as soon as we can and offer the next available date. If you'd prefer not to rebook, we will refund anything you have paid for work not done.

Private customers also have the cancellation rights in section 15.

10. Safety and unsafe appliances

Your safety comes first.

• Gas (including LPG): if we find an appliance or installation that is unsafe, we must follow the Gas Industry Unsafe Situations Procedure. This may mean we:

  • turn off, disconnect or cap the appliance or supply, with your permission (or the permission of the person on site); and
  • give you a warning notice explaining the problem and what needs doing.

  If permission to make a dangerous appliance safe is refused, we must report it to the Gas Emergency Service (0800 111 999).

• Oil: we follow OFTEC procedures for unsafe situations. This may include making the appliance safe and issuing an OFTEC warning or advice notice.

• An appliance that has been made safe must not be used until it has been repaired. A certificate or service record will show that it failed, or that it was not tested.
• Making an appliance safe may leave the property without heating or hot water. We will explain the options and can quote for the repair.
• Dangerous situations take priority. This can mean making something safe without waiting for your approval of costs. We will always tell you what we have done, and why.
• If an appliance can't be safely reached or tested, we will record that it was not checked.

11. Certificates and records

• Certificates and service records (CP12, CD11) and any warning notices are emailed to the person who booked after the job is completed.
• A gas safety record or service record is valid for the appliances checked on that day. It doesn't guarantee that they will stay safe until the next check.
• We keep copies of certificates and records as explained in our privacy notice.

12. Extra and remedial work

We only do extra or remedial work with your approval. When you book a certificate or service visit, you choose one of two options on the booking form:

• Fix while on site: we may replace out-of-date or minor items, such as smoke and CO alarms, worn LPG hoses and similar, at our standard supplied-and-fitted prices up to the £150 limit, without asking you first. This choice is your approval for that work.
• Quote first: we send you a written quote, and do the work only once you accept it. If we have to come back to do it, the return-visit charge applies (see section 4).

Either way:

• anything over your limit, or anything unsafe, is always discussed with you first;
• on a repair visit (where these two options don’t apply), any parts or labour beyond the first hour are quoted first if you paid upfront;
• extra and remedial work is invoiced after the visit.

13. Parts and guarantees

• We supply and fit all parts. Parts are new and suitable for the job, unless we agree otherwise with you.
• Parts carry the maker's guarantee. We will help you make a claim under it.
• Our workmanship is guaranteed for 12 months from the date of the work. If something we fitted fails because of how we fitted it, we will put it right at no charge.
• The guarantee doesn't cover wear and tear, misuse, faults in other parts of the system, damage from others working on it, or problems that existed before our visit.
• Parts remain ours until they have been paid for.
• Nothing in this section affects your legal rights.

14. Our liability

• We are responsible for loss or damage that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
• We are not responsible for:
  • faults or damage that already existed, or that are caused by the age or condition of an appliance or system, where we did not cause them;
  • appliances, pipework or parts of the property we were not asked to check, or could not reach;
  • loss that happens because an unsafe appliance had to be turned off or disconnected, such as loss of heating or hot water or alternative accommodation costs, where we followed the safety procedures;
  • delays or failures caused by things outside our reasonable control.
• Private customers: nothing in these terms limits your rights under the Consumer Rights Act 2015. If our work isn't done with reasonable care and skill, you can ask us to put it right. If we can't, you may be entitled to some or all of your money back.
• Business customers (landlords, agents and owners booking in the course of a business): we are not liable for loss of profit, rent or business, or for indirect loss. Our total liability is limited to our public liability insurance cover of £5 million.
• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.

15. Your right to cancel (private customers booking online)

If you are a private customer (a consumer) and book online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel.

• You can cancel within 14 days of the booking being confirmed, without giving a reason.
• To cancel, tell us clearly by email to info@franklynrobinson.com or by phone on 07956 405237. You can use the form below, but you don't have to.
• We will refund any payment within 14 days of you telling us, to your original payment method.
• If you want the visit within the 14 days: we will only start work in the cancellation period if you ask us to. If you choose an appointment within the 14 days, we will treat that as your request to start sooner. If you then cancel:
  • you pay a fair amount for the work done up to the time you tell us; and
  • you lose the right to cancel once the work has been fully carried out.
• These rights don't apply to urgent repairs you ask us to carry out straight away.

Cancellation form (optional)

To: Franklyn Robinson, Egloshayle, Kingsand, Torpoint, Cornwall, PL10 1NB · info@franklynrobinson.com I hereby give notice that I cancel my contract for the following service: … Booked on: … · Booking reference: … Name: … · Address: … Signature (if sent on paper): … · Date: …

16. Complaints

We want you to be happy with our work. If something isn't right:

1. Tell us as soon as possible by email to info@franklynrobinson.com or by phone on 07956 405237. Please include your booking reference.
2. We will reply within 5 working days and try to put things right.
3. If you are still unhappy, you can contact:
   • Gas Safe Register about the safety of gas work (gassaferegister.co.uk);
   • OFTEC about oil work by an OFTEC-registered technician (oftec.org);
   • Citizens Advice for free consumer advice (citizensadvice.org.uk).

17. Your information

We use your details, and any tenant, guest or access details you give us, to arrange and carry out the job, send certificates and invoices, take payment and meet our legal duties. We use trusted providers for this, such as Cal.com for bookings, Stripe for card payments and Xero for invoices and accounts. We never sell your information.

Our privacy notice explains how we use your information; ask us for a copy.

18. General

• These terms, the booking form and your booking confirmation make up our agreement. If anything conflicts, the details on your booking confirmation apply.
• We may update these terms from time to time. The version you agreed to when you booked applies to that booking.
• If any part of these terms can't be enforced, the rest still applies.
• These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. Private customers who live elsewhere in the UK can also bring a claim in their local courts.