Here you’ll find our general terms and conditions of business
Cylinders supplied by Gasago remain the sole property of the owner (Gasago Ltd) at all times and MUST NOT be sold, exchanged or removed from the delivery address. Any deposit or hire charge paid by the customer, does NOT entitle any rights of title over the cylinder(s).
The customer accepts full liability for the safe keeping and condition of the cylinders and they agree to allow Gasago unrestricted rights of access for the purpose of inspection and/or collection of their cylinder(s) at all reasonable times.
Gasago will keep an accurate record of the number of cylinders supplied and collected to the customer and reserves the right to make a lost cylinder charge for any deficit in the quantity of cylinders that are made available.
The customer agrees to pay a hire charge for the use of the cylinder equipment supplied by Gasago for a limited period. The customer has up until the end of the Hire period to purchase a refill “like for like” exchange of gas OR return the cylinder equipment back to Gasago.
If the customer fails to re-order the equivilant gas quantity OR return the cylinder equipment back to Gasago within the duration of the maximum Hire period from the date of delivery (Domestic Customers – 12 Months) and (Commercial Customers – 6 Months), Gasago reserves the right to make a further Hire charge for each cylinder that remains un-returned at the prevailing Hire rate (see below).
Failure to either return the cylinder equipment back to Gasago OR extend the Hire period, will result in a Lost Cylinder charge being applied to the customer for the replacement cost of the non-returned cylinder or cylinders (see Lost Cylinder Charge below for replacement costs).
All Butane Cylinders (any size) – £30.00
Ultralight BBQ/Patio Cylinders – £45.00
11Kg Patio Leisure Cylinder – £45.00
19Kg Propane Medium Cylinder – £50.00
47Kg Propane Large Cylinder – £50.00
In the event that the owner agrees to initially supply to the customer the use of the cylinder(s) without a hire charge, the customer has a maximum period of 4 months to either make a re-order of like for like gas, pay a cylinder Hire Chrage (at the prevailing rate) OR return the cylinder equipment back to Gasago.
If you have a valid “paid” cylinder deposit invoice, you may be entitled to a part refund once the cylinder(s) have been returned and/or collected. Any refunds due will only be processed once the items have been accepted back into stock in a satisfactory condition.
The age of your cylinder deposit invoice payment determines the proportion of the refund amount:
1 year old 70% refund
2 years old 60% refund
3 years old 50% refund
4 years old 40% refund
5 years old 20% refund
Above 5 years old 0% refund
As with the majority of LPG suppliers, the customer is charged a “Cylinder Deposit” for the use of the cylinder upfront for any cylinder supplied without a like for like exchange.
The In’s and Out’s scheme is very fair, and simply calculates only the difference between what has been delivered and what has been collected at the end of each calendar month.
In’s & Out’s Scheme (I&O Scheme)
Throughout the delivery month, if you order and return the same number of cylinders, the charge will be NIL. Some months you may find you have ordered slightly more than has been returned. We will apply a charge to your account (only for the additional cylinders delivered).
However, if your return quantity is more. We will apply a credit to your account (for the additional cylinders you have returned).
The benefit of this return incentivisation scheme has shown great success in the number of additional cylinders we are receiving and what’s more, it is 100% refundable to you (subject to no lost cylinders).
Failure to practice good cylinder management could result in additional lost cylinder charges at the end of your supply term. Should you wish to cancel your supply with us, we will review the total amount of non-returned cylinders on your account. This amount will be used to generate a Lost Cylinder charge
The customer agrees to enter the Ins & Outs Scheme for the use of the cylinder equipment throughout the term of supply.
During the term of supply, if the customer fails to make a re-order within an elapsed period of 6 months, Gasago reserves the right to charge a monthly Cylinder Hire Charge for each unreturned cylinder supplied under the Ins & Outs Scheme at the rate shown below;
All Propane Cylinders (any size) – £12.00
All Butane Cylinders (any size) – £7.50
The minimum Hire period is 1 month and subsequently, monthly thereafter.
To terminate the monthly Hire of the cylinders, the customer must either place an order for the equal number of cylinder(s) held under the Ins & Outs Scheme OR return the cylinders back to Gasago in a satisfactory condition.
We will only ever credit up to the amount of cylinders that have been purchased under this scheme. Failure to practice good cylinder management could result in additional lost cylinder charges at the end of your supply term. Should you wish to cancel your supply with us, we will review the total amount of non-returned cylinders on your account. This amount will be used to generate a Lost Cylinder charge.
Under NO circumstances is it permitted to remove or transfer any cylinders belonging to Gasago from the supply address for whatever reason, unless prior agreement is granted by Gasago in writing.
Gasago will keep an accurate record of the number of cylinders held at the supply address at each delivery or collection.
In the event that there becomes a deficit in the quantity of the total number of cylinders accountable on-site, Gasago reserves the right to make a “Lost Cylinder Charge” to the customer for any of the cylinder(s) that are missing, removed or unavailable at the supply address.
The prevailing replacement price of each cylinder is detailed in the categories below:-
Small cylinder group –
Ultralight cylinder replacement cost £96.00 (Sm & Lg)
11Kg Steel cylinder replacement cost £78.00
Large cylinder group –
18Kg FLT cylinder replacement cost £94.00
19Kg Propane cylinder replacement cost £89.00
47Kg Propane cylinder replacement cost £107.00
Prices are subject to VAT at the prevailing rate.
Any cancellation, failed delivery or reduced order quantity made by the customer or their representative at the point of delivery will incur a returned item and re-stocking fee (per cylinder) at the following rates.
Patio/Ultralight & Butane Cylinders:
1-4 Cancelled cylinders £18.50 + VAT (per cylinder)
5-8 Cancelled cylinders £16.50 + VAT (per cylinder)
9-12 Cancelled cylinders £15.50 + VAT (per cylinder)
13-16 Cancelled cylinders £14.50 + VAT (per cylinder)
17-20 Cancelled cylinders £14.00 + VAT (per cylinder)
21-24+ Cancelled cylinders £13.50 + VAT (per cylinder)
19Kg Propane Cylinders:
1+ Cancelled cylinders £24.50 + VAT (per cylinder)
47Kg Propane Cylinders:
1+ Cancelled cylinders £33.00 + VAT (per cylinder)
A £35.00 + VAT collection charge will apply for all “cylinder only collection requests” where no exchange cylinder refill order is placed.
Please note, any cylinder deposit refunds will be subject to a collection charge, where a “cylinder only collection request” is made (see also, our “Cylinder Deposit Refunds” section for proportional amounts).
This does not apply to “Patio and Patio Ultra-light” cylinders where NO deposit refund is provided against these type of cylinders.
All goods and recorded delivered or collected quantities are accepted as correct, and in good working and satisfactory condition unless otherwise notified to the owner within 3 days from the date of delivery. Acceptance of the goods implies acceptance of our terms and conditions of business.
Commercial Customers (i.e. a business or organisation)
We will accept returns of gas appliances supplied within a period of 14 days from the date of supply. The buyer is responsible for the cost of returning the item to us. Under our strict returns policy, all items MUST be returned in the original (undamaged) packaging provided, and in an undamaged and un-used condition. Unfortunately, NO refund can be offered on any appliance(s) that have been used (ignited and powered by a connection supply of LPG) or not returned in the condition as originally supplied. This will not affect faulty item(s).
Domestic Customers (i.e. house / homeowner)
Additional legislation requires orders placed and delivered to a Domestic customer will have 30 days to return any item(s) and your rights under the consumer rights act 2015 are not affected.
Credit / Debit Card Refund Charges
In the event the customer needs to cancel their order after their transaction and payment has been processed, Gasago will be happy to provide a full refund, less any merchant fees charged to Gasago, provided the order has not yet left our depot (see section 1.7 failed deliveries).
There are no fees to refund a charge, but the fees from the original charge made by the processing bank aren’t returned (typically 1.4% + 0.20p). Regrettably, Gasago must reserve the right to pass this fee on to the customer.
Once we have submited a refund request to the customer’s bank or card issuer, typically the customer will see the the refund as a credit approximately 5-10 business days later, depending upon the bank.
A credit or debit card refund example of say £80.00 would incur a refund fee of £1.12 + £0.20P = £1.32 total.