Frequently Asked Questions
To find the answer to your query please select from the following categories of frequently asked questions:
Ordering
- How do I get a quote?
- Can I place an order to "fill up" the tank?
- How much oil should I order?
- Why can't I order less than 500 litres?
- How do I place an order?
- How do I order and pay for oil to be delivered to another address rather than my home (e.g. for a relative/friend/holiday cottage)?
- I have not received my order confirmation
- Can I have my order delivered in a smaller tanker?
- I would like to order for myself and my neighbours, can I do this?
Location and Access Issues
- I have access problems and need to be there, who should I contact?
- I have a difficult access, can you send more than one person?
- How far can the tank be from the tanker?
- My filling access is what they call an offset pipe, i.e. my tank is located away from the access or filling point. Do you deliver to these locations?
- Can I have my oil delivered in a "baby tanker"?
- Can you deliver to a houseboat?
- Can you deliver where the hose has to go through a dwelling/living accommodation?
- Can you deliver to an IBC or non standard tank?
Payment
- I cannot pay with my Maestro card.
- Why have I been charged a surcharge for using my Mastercard debit card?
- How do I pay for my oil?
- My SecureCode / Verified By Visa password isn't working or I have forgotten the password.
- I have received an invoice from the supplier, why is this?
- What is the credit card charge and are BoilerJuice allowed to make this charge?
- What if my debit/credit card payment is incorrect?
- When do you actually charge my credit/debit card?
- Do you have a monthly payment scheme?
Refunds and Cancellations
- The supplier did not deliver the full order
- I've ordered more than my tank will hold
- Will I pay more per litre if the tank will not take the full order?
- I would like to cancel my order. How do I go about this?
- I've cancelled my order so why is my payment still shown on my credit/debit card account?
- I have not received a refund for my under-delivery / group saving back to my card.
- Why has my refund not gone back to the card I placed the order on?
Delivery
- I have a difficult access, can you send more than one person?
- How do I know how much oil was delivered?
- When will my oil be delivered?
- Which supplier will deliver my oil?
- Who is responsible for delivery?
- Do I need to be at home when you deliver?
- Will you let me know when my oil will be delivered?
- Can I ask the driver to "top me up" when he arrives?
- How long will the supplier take to deliver my oil?
- I need a delivery earlier than the time stated on the order confirmation. What can I do?
- The order has not been delivered?
Group Buying
- How does group buying work?
- How can I join forces with other oil users to save money?
- Why can I not get a group discount when I order an Express Delivery option?
- Why didn't my order receive any Group Savings?
- I need a 4-wheel tanker, can I be included to obtain a group buying discount?
- What happens to the savings that I make?
Monthly Savings Scheme
- What's in this for me?
- Is my money safe?
- How is my money collected?
- Are my debit or credit card details secure?
- Is there a card fee?
- How much can I save every month?
- What day of the month are my payments collected?
- What if I want to stop or cancel?
- Can I get my money refunded?
- What if I order oil but don't have enough money in my "tank account"?
- When will my first payment be collected?
- How do I know how much money is in my "tank account"?
- Will I still benefit from Group Savings and Buying Weekend competitive prices?
