The following terms and conditions apply to all boiler and home care cover plans
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The information below sets out the key terms and conditions
By subscribing to a Care Plan from Master Gas London (“the Company”), the subscribing party (“the Customer”) enters into a binding agreement governed by the terms set out below. The property listed at the time of subscription (“the Property”) must be a privately owned or rented domestic dwelling used for residential purposes only. These Terms and Conditions define what is covered under your plan, what is excluded, your responsibilities as the Customer, and the Company’s rights and obligations.
All plans are 12-month rolling agreements billed monthly.
Your plan will automatically renew at the end of each 12-month period unless cancelled in accordance with these terms.
To avoid automatic renewal, cancellation notice must be given at least 7 days before the renewal date.
If cancellation is requested within 7 days of renewal, one additional monthly payment may still be taken before cancellation takes effect.
If no service or repair has been provided under the plan, cancellation is permitted at any time with no penalty.
All customers are entitled to a 14-day cooling-off period, beginning on the day they subscribe to the plan.
During this period, you may cancel the plan at no cost, as long as no services have been scheduled and no repairs have been authorised.
No call-outs, repairs, or services are permitted during the first 14 days of any new plan.
If you request cancellation after the cooling-off period, or if any service or repair has been arranged or completed after that period, you may be liable for the remaining balance of the 12-month contract.
No claims, call-outs, or repairs are permitted during the first 14 days of any new plan.
No cover is provided for faults, issues, or system failures that existed before the plan was taken out.
We may require a system inspection before approving your plan.
Boiler Service Plan
Annual boiler service
Annual gas safety certificate (CP12)
Priority booking
Phone support
No repairs included
Boiler Repair Plan
All features of the Boiler Service Plan
Unlimited boiler repairs (parts and labour)
Repairs to standard thermostats and programmers
Unlimited call-outs (see Section 11 for misuse limits)
No excess fees
Total Heating Cover
All features of the Boiler Repair Plan
Cylinder service (if present)
Repairs to cylinders and cylinder components (excluding immersion on indirect cylinders)
Repairs to standard radiators, radiator valves, heating pipework, pumps, zone valves
Designer radiators and valves are excluded
Ultimate Home Cover
All features of the Total Heating Cover
Internal plumbing and internal drainage within the domestic dwelling
Repairs to gas outlet pipework from the gas meter (within the dwelling only)
Repairs to water supply pipework after the water meter (within the dwelling only)
Internal electrical faults (lights, sockets, internal wiring, fuse boards – no outbuildings)
Repairs or replacements of standard taps and thermostatic mixer showers
Designer taps and showers are excluded
We do not provide cover for boilers or cylinders that are over 10 years old at the time of plan start or renewal.
Cover may be denied or withdrawn for appliances where parts are no longer available or have been deemed obsolete.
Customers must provide commissioning paperwork as proof of age if requested.
The following are not covered under any plan:
Any damage or faults caused by sludge, scale, or system debris are not covered.
If sludge or scale is diagnosed, the Customer may be offered a discounted power flush.
Failure to proceed with recommended remedial works may result in plan termination.
If your boiler or cylinder:
Is less than 5 years old, and
Has been covered under a Master Gas care plan for at least 12 consecutive months, and
Is declared beyond economical repair by one of our engineers, and
You can provide proof of age via commissioning paperwork
You will be offered a £400 discount toward a replacement boiler or cylinder installation by Master Gas London only. By accepting this discount, you agree to remain subscribed to a Master Gas care plan for a further 24 months from the date of installation. Early cancellation will result in the remaining balance being due.
All covered appliances must be safely accessible at the time of appointment.
Unsafe access (e.g. boxed-in units, blocked cupboards, unsafe lofts) may result in rescheduling or cancellation.
Pets – especially dogs – must not be left alone with engineers at any time.
Unsafe or unsanitary conditions may result in termination of your plan without refund.
If you request a call-out and your system is fully operational (i.e. heating and hot water working), this will be classed as a non-fault call-out.
This includes complaints about noises or minor issues where no fault is found or repair required.
The first two non-fault call-outs per 12-month period are included at no charge.
From the third non-fault call-out onwards, a £60 fee will apply per visit.
Leaks are always treated as valid call-outs and are exempt from this policy.
Covered only on direct cylinders.
Immersion elements on indirect cylinders are excluded and will be chargeable if required, as they serve as a backup supply.
Missed appointments without prior notice may result in rescheduling delays.
Unsafe environments (pests, hoarding, structural risk) may result in plan cancellation.
Aggression, verbal abuse, threats, or harassment of our engineers or staff will result in immediate cancellation of your plan without refund.
The Customer agrees to:
Keep personal contact and billing information up to date
Ensure an adult (18+) is present during all visits
Maintain safe and clear access to all covered systems
Notify the Company of any changes to their heating or plumbing systems
Cancel their plan in writing, giving the required notice as outlined
Prices may be reviewed annually in April and adjusted in line with inflation.
Prices will not increase based on usage or claims history.
Any pricing updates will be communicated in advance.
These Terms and Conditions are governed by and shall be construed in accordance with the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
A care plan usually covers repairs to your boiler, annual servicing, and in some cases wider home systems such as heating, plumbing, or electrics. Exact details depend on the level of cover chosen.
Yes, most plans have an initial no-claims period (for example, 14–30 days) before you can book a repair. This prevents pre-existing faults from being claimed immediately after sign-up.
Common exclusions include damage caused by poor installation, pre-existing faults, or lack of maintenance. Some plans also have limits on call-outs or parts costs. Always check your chosen plan for full details.
Yes, and in fact many care plans include an annual boiler service as part of your monthly fee, helping to keep your warranty valid and your system running safely.
Most modern gas boilers can be covered, but older or very high-output models may be excluded, and there may be an age limit (e.g. 10–15 years). Your boiler will be assessed when you join the plan.
