Residential Propane Service Agreement :: New England Propane
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NOTE: If you are having a heat emergency, please call the office immediately. Do not use e-mail to alert us to an emergency. Thank you!

Residential Propane Service Agreement

Thank you for trusting all of us at New England Propane with your comfort, and more importantly, with your safety. You have our commitment to always provide you with outstanding propane service. No one likes a surprise when doing business, which is why we are providing this information. We want to make you aware of our policies and procedures in order to assure you that your account is handled professionally. There are also items you need to be aware of which are outlined below.

Pricing and Billings

  • Our deliveries of propane will be measured and billed in gallons using certified meters which are temperature corrected to 60 degrees Fahrenheit.
  • Our pricing will always be competitive and based on several factors. Primarily they are prevailing market conditions and the volume of gas that you purchase and use annually. Propane is a fuel which is refined and marketed worldwide - its price can and does change often - so you should expect to see fluctuating pricing from us as a result.
  • As our customer you agree to pay the charges that we invoice you for. If you feel that there has been an error in our billing you should let us know as soon as possible so that we may address it promptly.
  • A delivery invoice will be left at your residence at the time of delivery. All other statements and billings will be made via email using an email address you provide to us, unless you advise us otherwise.

Deliveries and Safety

  • We recommend the installation of only listed appliances (UL, CSA, etc.) by a qualified contractor, as well as CO detectors, as a safety precaution in all residences.
  • Your account will be on automatic delivery unless specifically requested in writing to change this, via notice delivered to us by certified mail, email , or fax (203-730-8623), at least one day prior to the proposed termination of automatic delivery.
  • Should you elect not to be on automatic delivery you will be responsible for regularly monitoring your tank level and notifying us when your tank is between 40% and 50% full, and to provide a minimum of five business days’ notice before a delivery is needed.
  • You agree to notify us promptly should there be a significant change in your typical usage caused by a change in circumstance, such as an additional appliance or a larger heated area, as this will impact your usage as well as our delivery schedule.
  • An emergency delivery charge may be assessed if you require an emergency delivery.
  • Do not run out of propane! Running out of propane has numerous consequences, none of them good, and it creates additional safety risks. An out-of-gas situation also requires our qualified technician to perform a leak test to meet federal code requirements. The best way to avoid an out-of-gas situation is to be on automatic delivery and let New England Propane monitor your usage when it is relatively consistent and predictable, using our computers to project your next delivery date. If you have an unpredictable use, such as a pool, spa or generator, be sure to call us when you are between 40% and 50% as we cannot predict when your appliance is being used or for how long. We strongly recommend the use of an auto-reporting remote monitor for these types of applications.
  • We both lease and loan cylinders, and the amount charged can vary by the size and quantity of the tanks provided, as well as by your actual usage. We reserve the right to change out or to remove our cylinders and other equipment for safety and other legitimate reasons.
  • Loaned cylinders are required to use a minimum of one full tank of gas annually, otherwise you will be charged the difference between a full tank(s) of gas and what was actually used.

Expectations and Agreements

  • You agree that if you sell or move out of your residence, to notify us at least 30 days in advance, and to notify the home buyer that the leased/loaned equipment is owned by us.
  • If you currently are being serviced by another propane provider, you authorize us to contact them on your behalf to discontinue deliveries and remove their tanks and equipment.
  • All charges are due upon receipt of services. If an invoice is still unpaid after 30 days you will be charged a late charge of 1.5%, per month, on past due balances.
  • Returned checks or electronic payments are subject to a $25 fee for each occurrence.
  • You agree to be liable and to reimburse us for any third-party costs of collection and legal action that are incurred in an effort to collect a past due balance.
  • Title to leased or loaned tanks and equipment shall remain with us, and you agree to not allow anyone to make adjustments, connections or disconnections without our written permission to do so.
  • You agree that we have, without prior notice, an irrevocable right of entry and exit onto your property to deliver propane, install or modify service or remove our property if we deem it necessary.
  • You agree to provide safe, free, and unlimited access to all outside propane equipment, including access free of snow, ice, landscaping, and other hazards, as well as provide a driveway that is sufficiently sturdy to withstand the weight of a filled propane truck.
  • You agree to be responsible for all fees for licenses, permits, inspections, and taxes.
  • A cartage fee may be assessed in order to process a credit if we pick up tanks that are not empty.
  • You may reject this agreement within thirty days of signing if you provide written notice. Thereafter, this agreement may be cancelled at any time with sixty days written notice by either party.
  • We shall not be liable for damages as a result of failure to supply as a result of either a credit issue or because of any conditions beyond our direct control.
  • If you are not the homeowner, then you represent that you have obtained the agreement of the homeowner for installation of equipment, and that homeowner will notify us at least 30 days before the sale of the property.
  • We reserve the right to change the terms of this agreement by either posting updated terms on, or by electronic delivery or any other correspondence. By accepting a delivery of propane after the terms of this document have changed you will be deemed to have accepted the changes.
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