The following terms and conditions apply to all boiler and home care cover plans
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1. Agreement Overview
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.
2. Plan Duration and Renewal
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.
3. Cooling-Off Period and Early Cancellation
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, provided that 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.
4. Claim Restrictions and Waiting Period
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.
5. What Each Plan Includes
Boiler Repair Plan (£24.95/month)
Annual boiler service
Annual gas safety certificate (CP12)
Phone support
Boiler repairs (parts and labour)
Thermostat and programmer repairs
Unlimited call-outs
No excess fees
Total Heating Cover (£29.95/month)
All features of the Boiler Repair Plan
Repairs to hot water cylinders and components
Radiator and radiator valve repairs (standard types only)
Central heating pipework repairs including internal water mains & gas pipes
6. Appliance Age Limits and Parts Availability
We do not provide cover for boilers or cylinders that are over 15 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.
7. What’s Not Covered (Exclusions)
8. Sludge, Scale and System Contamination
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.
9. Inaccessible Pipework and Making Good
Repairs to any pipework that is inaccessible (e.g. buried in concrete floors, walls, behind tiled surfaces, under laminate or hardwood flooring, or beneath fixed carpets) are covered only up to a maximum contribution of £800 including VAT. This includes locating, accessing, and repairing the fault. Any additional costs beyond £800 will be quoted in advance and must be paid by the Customer prior to the work proceeding.
Making good after access (e.g. reinstating tiles, flooring, plaster, or decoration) is not included in any plan. Where required, Master Gas London may provide a quote for making good as a separate chargeable service, but the Customer is also free to use their own contractor for any reinstatement works.
10. Multiple Appliances and Additional Cover Charges
Our standard Care Plans are designed to cover a single boiler and, where applicable, one hot water cylinder. If your property contains more than one of the following:
Boiler
Unvented or vented hot water cylinder
Heating thermostat or programmer
You will be required to take out a separate Care Plan for each additional appliance.
We do offer discounted rates for additional appliances at the same property, which will be assessed on a case-by-case basis. These discounted rates are lower than the standard monthly plan price, but ensure fair coverage and service for larger or more complex systems.
For example:
A property with two boilers will require two Care Plans (one full rate, one discounted)
A property with one boiler and two cylinders will require one full Care Plan and an additional discounted plan for the second cylinder
Our team will confirm the total cost and applicable discount before the agreement is finalised. We reserve the right to reject applications where appliance volumes fall outside reasonable domestic usage or require commercial-scale servicing.
11. Thermostats and Programmers
Each plan includes coverage for up to two thermostats or programmers per property. This is suitable for most standard domestic systems, including zoned heating.
If your property contains more than two thermostats or programmers, we will still attend and assist, but any thermostat beyond the second will not be covered for replacement under your plan.
You will only be required to pay for the cost of the replacement thermostat or programmer. Labour and call-out charges will remain included under your plan, and there will be no additional labour fee for installation.
12. Large Heating Systems and Radiator Limits
Our care plans are designed for standard domestic heating systems and properties. To ensure fair usage and engineer safety, the following conditions apply:
We will cover systems with up to 14 radiators as standard.
For systems with 15 to 18 radiators, an additional £150 + VAT (£180 total) will be charged for any works requiring a full system drain-down.
For systems with 19 to 24 radiators, a £250 + VAT (£300 total) drain-down charge will apply when necessary.
Properties with more than 24 radiators may not be eligible for our care plans. These will be assessed on a case-by-case basis, and we reserve the right to decline cover based on system complexity or size.
These charges only apply when full drain-down of the heating system is required as part of a repair or component replacement. They do not apply to minor repairs or inspections that do not require draining the system.
13. Immersion Heater Cover
Immersion elements are 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.
14. Boiler and Cylinder Replacement Support
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 (includes VAT) 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.
15. Appliance Accessibility and Pets
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.
16. Non-Fault Call-Outs and Misuse
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.
17. Safety, Missed Appointments and Customer Conduct
Missed appointments without prior notice may result in rescheduling delays. Unsafe environments (e.g. pests, hoarding, structural risks) may result in cancellation of the plan. Aggression, verbal abuse, threats, or harassment towards our engineers or staff will result in immediate cancellation of your plan without refund.
18. Customer Responsibilities
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
19. Pricing and Inflation
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.
20. Governing Law
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.
