The terms that sit behind a booking and payment request.

Before public launch, GtoSky must state the legal name of the trader responsible for the booking, the repair provider where different, the registered or trading address, and working customer-service contact details. That information is currently awaiting verified owner details.

A customer should not be asked to pay until those details and the applicable service area are visible in the booking journey and on the business information page.

GtoSky supports appointment requests for the appliance categories shown on the website. A booked visit is for assessment and the scope described in the customer’s booking information unless the confirmation says otherwise.

An engineer may need to diagnose the appliance before any repair can be priced. Any additional labour, parts, visit, parking, disposal, or other charge must be explained clearly and approved by the customer before that additional work is carried out, unless the customer separately agrees otherwise in a lawful emergency situation.

The customer is responsible for providing accurate contact details, service address, appliance information, and a concise description of the issue. A person booking for somebody else must have authority to share the resident’s details and arrange the visit.

Appointment windows are not a promise that a repair will be completed during that window. They are the scheduled attendance window stated in the confirmation. The customer should ensure safe and reasonable access to the appliance and tell GtoSky in advance about any access restriction that could materially affect the visit.

Before the customer becomes bound to pay, GtoSky must show the exact GBP amount, whether it is a deposit or other payment, what it is applied to, VAT treatment where applicable, and any unavoidable charges. The booking review and secure checkout must use clear payment wording.

GtoSky must not add pre-selected extras or card-payment surcharges. Card details are entered only with the secure payment provider. A booking is confirmed only after the relevant payment is verified and the confirmation is issued.

See payment and pricing information for the customer-facing payment explanation.

Customers may ask to change or cancel an appointment through the verified contact route published by GtoSky. Any cancellation charge or retained deposit must be fair, clear before payment, and limited to the business’s genuine net loss after reasonable mitigation.

For online or telephone service contracts, consumers will usually have cancellation rights. The details, early-start request, and model cancellation form are set out in the cancellation and refunds policy.

Services must be performed with reasonable care and skill. These terms do not exclude statutory consumer remedies, including repeat performance or an appropriate price reduction where the law provides them.

Any commercial guarantee must be stated separately, with its duration, scope, exclusions, and how to claim. GtoSky must not advertise a guarantee until those verified details are published.

Customers should be able to make a complaint using a published postal, email, and telephone contact route. GtoSky must state its complaint-handling process and any alternative dispute resolution arrangement that it is required or committed to use.

Read the complaints policy, privacy policy, and accessibility information alongside these terms.