FAQS

At Fuelfighter we understand you may have questions about heating oil or your order so we have listed our most frequently asked questions, if you are unable to find the answer you are looking for then please contact us where one of our experienced advisers will do their best to answer your question.

Does Fuelfighter charge any order surcharges?

No. Fuelfighter do not add any hidden service charges on to any orders.

Who will deliver my heating oil?

The suppliers contact details will be confirmed to you at point of order and emailed to you as part of the confirmation process. Any further delivery information or queries should be sent directly to the supplier listed on your order confirmation.

When will my order be delivered?

The delivery date shown is the latest that your order will arrive to you and can be any day up to and including this date. All orders placed before 3.00pm on a normal working day Monday to Friday will be actioned that day and all orders placed after this time will be actioned the next working day.

In times of very high demand we may need to adjust the delivery dates shown on the website. Delivery dates may also be affected by circumstances beyond our reasonable control such as extreme weather, fuel supply shortages or for other reasons listed in our Terms and Conditions.

I’ve run out – can you provide an emergency heating oil delivery?

In most areas we can offer a next day service if ordered before 3.00pm. Please note, during busy winter periods or bad weather this option may not be available, get a quote to check availability in your area.

Do I need to be there during delivery ?

No, you only need to be at the delivery if there are any access issues – such as gates or tanks to unlock. Most deliveries are made on an unattended basis. Our fuel tankers have a trading standards checked meter so that you can be assured that the quantity ordered is the quantity delivered provided there is sufficient space in your tank.

My order hasn’t arrived?

First check the delivery dates quoted on the confirmation email. If there is a problem contact the supplier direct using the details on your confirmation email. Occasionally we face problems outside our control – such as severe weather or shortages of fuel available from the main terminals. In these cases we will will endeavour to contact you directly to keep you up to date but accept no liability for any failure to deliver or late delivery caused by circumstances beyond our reasonable control.

What size delivery vehicles are available?

We will normally use a standard 6 wheel tanker. If you need a smaller vehicle you must request this when obtaining the initial quote. Not all areas can offer smaller tanker options.

What happens if there is a problem during delivery?

If the Driver believes that the delivery is unsafe – for example because of a poorly maintained or sited tank or an offset fill – or because the delivery hose has to be run through the house – we will not be able to make the delivery and at our option will either arrange to refund you the order price minus an administrative fee of £25 or contact you to arrange for re-delivery.

How far can you deliver from the tank?

Most of our suppliers tankers have a 100ft (30m) hose. If a longer hose is required please advise when entering the order.

My tank did not have sufficient space to accept the full amount of heating oil I ordered, what happens next?

The aim of Fuelfighter is to provide you the best possible price. If you increase the size of your order the price per litre is usually a little cheaper. In the event that your tank or container has insufficient capacity to receive all the fuel you have ordered, we will dispense the maximum amount that can be supplied and provide a refund for the excess fuel which is based on the difference between the amount originally charged for the fuel minus the price payable for the quantity of fuel actually supplied (which may be calculated using a a higher pence per litre rate given the smaller quantity). If the amount delivered is considerably lower than the ordered volume we reserve the right to deduct an administrative fee of £25 to cover the additional transport and office costs.

Can I cancel or change my order?

If you need to cancel or change your order you should contact the supplier directly by phone as soon as possible using the details on your confirmation email. You may cancel up until the close of business (normally 5.00pm) on the last working day before delivery. If you cancel by Noon on the last working day before delivery we will refund you less an administration fee of £10.00. If the cancellation is made between Noon and 5.00pm we will refund you less an administration fee of £25.00.

How much can I order?

The minimum order for all fuel types is for 500 litres.

How much does my tank hold?

Modern plastic tanks usually have a makers specification plate on the tank, this should tell you the volume in Litres. If you’re not sure, the safest way is to ask your boiler engineer the next time he services the boiler.

What happens if I am due a refund?

If we are arranging a payment refund please allow up to 15 working days for the payment to be processed to your card statement. We are unable process any refunds until the supplier has confirmed the delivered quantity. During busy times please allow a little longer than normal.

How do I pay?

You must pay by debit or credit card at the time of order using the secure payment system operated by Sage. Your card details are securely passed via Sage direct to the bank and neither Fuelfighter or WCF Ltd are given access to these details.

Does the price include VAT ?

The pence per litre price quoted on the screen excludes VAT – as is standard practice in the fuels distribution industry. VAT is included in the total price calculation – and will initially be calculated based on the lower rate for domestic fuel (currently 5%) if you are ordering heating oil. This total price will be recalculated if you advise that the fuel is not for domestic use. If the quote is for diesel the standard rate of VAT will be applied. The rules regarding VAT are quite complicated and the total price calculation may change depending on the product and quantity you order and the use to which you are putting the fuel.

What is the VAT Rate on my fuel?

The standard rate of VAT for white diesel and non domestic heating oil is 20.0%. Heating oil for domestic use and red diesel quantities upto 2300 litres is charged at the lower rate of 5%.

Fuel Storage & the Environment

An oil spillage or leak can be very expensive to clean up. Oil storage in the UK is carefully regulated and various agencies provide guidance on the rules and best practice. Please contact the Environment Agency (for England and Wales) or SEPA in Scotland for more advice. Alternatively contact your local tank engineer.

Do you supply Premium Heating Oil?

We currently offer Premium Kerosene for Boilers and Aga Cookers in selected areas only. To find out if we offer Premium Heating Oil Products in your area, please select the option on the quote section, selecting one of the premium options.

What is RDCO & why do I have to say what the Fuel is being used for?

All Fuel Suppliers have to provide HMRC with the customer details of anyone who purchases red diesel or kerosene. HMRC hold this information on a national computer database and use it to fine individuals who may be using the cheaper types of heating fuel illegally in road vehicles.

How do I join the Loyalty Membership Scheme?

The loyalty membership is offered by participating suppliers only, not all areas are covered under the scheme. If the scheme is available a sign up box can be found on the checkout page. Simply tick the box and create an account. The fee will be added to your order and the discount applied. Please note: you must be logged in at the point of ordering for your membership fee to be detected and implemented on future orders. More info can be found here.

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