Frequently Asked Questions

Get answers to common questions about our gas services and solutions

Installation & Setup

A typical residential installation takes 2-5 days depending on the complexity of your property. Commercial and industrial installations may take 1-3 weeks. We provide a detailed timeline during the consultation phase and keep you informed throughout the process.

GASOL handles all permit applications on your behalf. We obtain approvals from KCCA/local authorities, NEMA (if required), and ensure compliance with all safety regulations. You don't need to worry about the paperwork - we manage everything.

Yes, we can install gas systems in most residential, commercial, and industrial buildings. Our engineers assess each property during consultation to determine the best installation approach. We work with apartments, houses, restaurants, hotels, hospitals, schools, and manufacturing facilities.

Yes, we recommend that you or a designated representative be present during key phases of installation, especially during initial setup, testing, and handover. This ensures you understand the system operation and can ask any questions directly to our technicians.

Safety & Maintenance

Piped gas systems are significantly safer than cylinders. They eliminate risks from cylinder handling, transportation, and storage. Our systems include automatic leak detection, emergency shut-off valves, pressure regulation, and 24/7 monitoring. All installations meet international safety standards.

Our systems have multiple safety layers: automatic leak detection sensors, emergency shut-off valves, and 24/7 monitoring. If a leak is detected, the system automatically shuts off gas supply and alerts our emergency response team. We provide immediate response within 2 hours of any emergency call.

We recommend professional maintenance every 6 months for residential systems and every 3 months for commercial/industrial systems. However, we offer preventive maintenance contracts that include regular inspections, safety checks, and system optimization to prevent issues before they occur.

We provide comprehensive safety training during handover covering proper usage, emergency procedures, leak detection, shut-off valve locations, and maintenance requirements. We also offer ongoing safety refresher courses for commercial and institutional clients.

Costs & Payments

Installation costs vary based on property size, complexity, and system requirements. Residential installations typically range from 3-8 million UGX. We offer free consultations with detailed cost estimates, flexible payment plans, and financing options to make installation affordable.

Yes, we offer flexible payment plans including installment options, financing through partner banks, and graduated payment schedules. We work with you to find a payment solution that fits your budget while ensuring quality installation.

Most families save 20-40% on cooking costs and up to 30% on water heating compared to traditional fuel sources. The exact savings depend on your current energy usage, but typically, the system pays for itself within 18-24 months through reduced energy costs.

You only pay for the gas you use, just like electricity or water. There are no monthly connection fees for residential customers. Commercial and industrial clients may have service contracts that include maintenance and support, which vary based on system size and requirements.

Gas Tokens & Usage

Gas tokens work like mobile phone airtime or electricity tokens. You purchase tokens using mobile money (MTN or Airtel), receive a unique code via SMS, and enter it into your gas meter. The purchased amount is then credited to your account for immediate use.

The minimum token purchase is 10,000 UGX, which provides approximately 2-3 days of cooking gas for an average family. You can purchase tokens 24/7 using mobile money, and the credit is available immediately after successful payment.

Yes, you can check your gas balance directly on the meter display, through our mobile app, or by SMS. Smart meters also send low balance alerts to your phone, so you never run out unexpectedly. The system tracks usage patterns to predict when you'll need to top up.

If your balance reaches zero, gas supply stops automatically. However, most meters have an emergency credit feature that provides a small amount of gas (usually 1-2 days worth) to allow you to purchase more tokens. You can buy tokens immediately using mobile money.

Technical Support

Yes, we provide 24/7 emergency support for all gas system issues. For non-emergency support, our customer service team is available Monday-Friday 8AM-6PM, Saturday 9AM-4PM. Emergency response team can reach you within 2 hours anywhere in Kampala metropolitan area.

Our emergency response team provides rapid response within 2 hours for urgent issues anywhere in Greater Kampala area. We have technicians stationed strategically across the city to ensure quick response times. Emergency calls are prioritized over routine maintenance.

We provide a comprehensive 2-year warranty on all installation work and equipment. This covers manufacturing defects, installation issues, and system malfunctions. Extended warranty options are available, and we offer maintenance contracts for ongoing system care.

General Information

We currently serve Greater Kampala area including Kampala, Wakiso, Mukono, and surrounding districts. We're expanding service areas regularly. For locations outside our current service area, please contact us to discuss possibilities and timelines for expansion.

Most modern gas appliances are compatible with our piped gas system. During consultation, our technicians assess your existing appliances and recommend any necessary adjustments or replacements. We also provide high-quality gas appliances if upgrades are needed.

Piped gas provides continuous supply without cylinder changes, consistent pressure, better safety features, cost savings, and convenience. You never run out unexpectedly, there's no storage of heavy cylinders, and no transportation costs. The gas quality and heating value are identical.

Yes, comprehensive training is included with every installation. We cover system operation, safety procedures, emergency protocols, maintenance basics, token purchasing, and troubleshooting. Training materials and contact information are provided for future reference.

General FAQs

To purchase gas tokens, simply visit our homepage, enter your meter number, select your payment method (MTN or Airtel Money), enter the amount you want to pay, and complete the transaction. You will receive your token via SMS within minutes.

We accept MTN Mobile Money and Airtel Money for all gas token purchases. These payment methods are secure, convenient, and available 24/7.

Gas tokens are delivered instantly via SMS to your registered phone number as soon as your payment is confirmed. This typically takes less than 2 minutes.

If you don't receive your token within 5 minutes, you can use our token recovery feature by entering your transaction ID on our website. Alternatively, contact our 24/7 customer support for immediate assistance.

Yes, absolutely! We use bank-grade encryption for all transactions. Your payment information is processed securely through trusted mobile money providers, and we never store sensitive payment details.

Yes, you can purchase tokens for any valid meter number. Simply enter the meter number of the recipient, and they will receive the token via SMS once the payment is completed.

Our online token purchase system is available 24/7. For customer support, our team is available round the clock to assist you with any issues or questions you may have.

Yes, we provide professional gas installation services for homes, businesses, and industries. Our certified technicians ensure safe and compliant installations. Contact us for a free consultation and quote.

Token Purchase FAQs

Tokens are usually delivered within 1-2 minutes after successful payment. If you don't receive your token within 5 minutes, please contact our support team or use the token recovery feature.

The minimum purchase amount is UGX 1,000. You can purchase any amount above this in increments of UGX 500.

Yes, absolutely! All payments are processed through secure mobile money platforms (MTN Mobile Money and Airtel Money) with bank-grade encryption and security. We never store your payment details.

Please double-check your meter number before making payment. If you've already paid with a wrong number, contact our support team immediately with your transaction ID for assistance.

Yes, you can purchase tokens for any valid meter number. Simply enter the recipient's meter number and they will receive the token via SMS once payment is completed.

We accept MTN Mobile Money and Airtel Money. These are secure, convenient payment methods available 24/7 throughout Uganda.

You can use our token recovery feature by entering your transaction ID on the website. Alternatively, contact our 24/7 customer support with your transaction details.

There are no additional charges from our end. You only pay the mobile money transaction fees as charged by your network provider (MTN or Airtel).

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Frequently Asked Questions

Installation & Setup

How long does gas installation take?

What permits are required for gas installation?

Can gas be installed in any type of building?

Do I need to be present during installation?

Safety & Maintenance

How safe is piped gas compared to gas cylinders?

What happens if there's a gas leak?

How often should the gas system be maintained?

What safety training do you provide?

Costs & Payments

How much does gas installation cost?

Do you offer payment plans for installation?

How much can I save with piped gas?

Are there ongoing monthly fees?

Gas Tokens & Usage

How do gas tokens work?

What's the minimum token purchase amount?

Can I check my gas balance?

What happens if I run out of gas credit?

Technical Support

Do you provide 24/7 support?

How quickly can you respond to emergencies?

What warranty do you provide?

General Information

Which areas do you serve in Uganda?

Can I use my existing gas appliances?

How is piped gas different from bottled gas?

Is training provided for system operation?

General FAQs

How do I purchase gas tokens online?

What payment methods do you accept?

How quickly will I receive my gas token?

What if I don't receive my token after payment?

Is it safe to buy gas tokens online?

Can I buy tokens for someone else?

What are your customer service hours?

Do you offer installation services?

Token Purchase FAQs

How long does it take to receive my token?

What is the minimum amount I can purchase?

Is my payment secure?

What if I entered the wrong meter number?

Can I buy tokens for someone else's meter?

What payment methods do you accept?

How do I recover a token if I didn't receive the SMS?

What are the transaction charges?

Still Have Questions?