Master Gas London Terms and Conditions

Explore Master Gas London’s comprehensive Terms and Conditions to ensure clarity and transparency in our services. Our terms cover all aspects of our offerings, from installations to aftercare, providing you with peace of mind and assurance.

terms and conditions for master gas london

Terms and Conditions Overview

In these conditions Master Gas London is referred to as “the Company” and the person signing the Contract is referred to as “the Customer”.

Contractual Terms and Specifications

All the terms of the contract between the Customer and the Company are contained in the document and written specifications (if any) provided to the Customer. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.

Delivery and Installation Timescales

Delivery/installation timescales are approximate and shall be deemed to commence with effect from settlement of all details of the order and receipt of payment of any deposit where applicable and are made subject to fires, strikes or lockouts and any other cause beyond the control of the Company interfering with it’s execution or completion of the Contract. Time shall not be deemed to be the essence of the Contract.

Working Hours and Access Requirements

We will carry out the work during normal working hours Monday to Friday, but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted although we will endeavour to minimise any disruption or inconvenience. Should any overtime or unsocial working hours be specifically requested by you, other than any special arrangement charged for and agreed on, it may be necessary for us to add extra costs and these will be explained at that time and prior to the overtime or unsocial working hours commencing. We will need access to the relative property at all reasonable times whilst the work is being executed and would expect free use of water, electricity and gas to enable us to complete the work in accordance with this Contract.

Product and Procedure Modifications

Due to the Company’s policy of continuous improvement, the Customer shall have the benefit of any modification the Company may make to it’s products and procedures albeit these changes may be made without prior notice to the Customer. All illustrations within the Company’s literature and that of it’s suppliers are subsequently intended as a guide only.

Payment Terms and Interest Charges

Payment of the Contract balance is due immediately upon completion of the work. When payments have been made to the Company, the Customer must retain a copy of the Invoice with the payment indicated. The Company reserves the right to charge interest at 2% over Bank base rate on any overdue balances on a daily basis until payment is made. Romalpa Clause – The guarantee shall be null and void if payments are not made on the due dates and the above conditions not adhered to.

Suspension or Cancellation Charges

In the event of suspension or cancellation of the work at the request of the Customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred losses suffered shall be chargeable to the Customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the Customer.

Customer Responsibility for Licences and Permits

It is the Customer’s responsibility to ensure that any licence, permit or other authority necessary for the execution of the work is obtained and that existing property boundaries are correctly defined.

Liability for Damage and Repairs

Whilst every care will be taken by the Company it accepts no liability for any damage to plaster work, decorations, flooring, etc. which may be consequent upon the carrying out of the work detailed, unless specifically provided for in the agreed quote. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floor boards will be re- instated or replaced where necessary but special and/or laminated floors cannot be permanently re- fixed. Any carpets which have to be lifted will be re-laid to the best of our engineer’s ability, however we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of re-decoration may be required and this will be the Customer’s responsibility and is not included in the price. Similarly the Company accepts no responsibility for damage which is attributable to structural defect or weakness unless such damage results from negligence on the part of the Company, it’s servants, workmen or assigns.

Installation Warranty and Limitations

All new central heating systems/upgrades carry a comprehensive 12 month parts and labour installation warranty from the date of installation. No guarantee can be given however on the integrity or suitability of any existing components being connected to and the Company cannot be held responsible for the failure of any such components or defects existing within any part of the original system i.e. radiators, pipe-work, showers, taps etc. Where products are connected to existing hot & cold water pipes, tanks, or cisterns, the installation is based on the assumption that the existing plumbing system is in satisfactory condition. Unless otherwise stated in the Contract, the guarantee does not cover drains or defects due to fair wear and tear, the replacement of lamps/ bulbs and fuses or any causes beyond the Company’s control. If any repairs, alterations or additions to the equipment, installation and/or apparatus are carried out by a person who has not been authorised by Master Gas Ltd , the guarantee may be rendered null & void.

Accessibility of Pipes

As it is necessary that all pipes are accessible we will not normally bury them in solid floors or walls and pipes will be exposed in these situations. Boxing in of pipe-work is not included unless specifically detailed.

Hot Water Flow Rates for Combination Boilers

Where combination boilers are supplied, hot water flow rates will be reduced if more than one tap or outlet is used simultaneously. This is not a fault and is a characteristic of most combination boilers.

Gas Supply and Meter Responsibility

It is the responsibility of the Customer to ensure a suitable gas supply and meter is available to the relative property. Where this is not the case the Customer will need to organise a supply via Transco or any other suitable pipeline provider. A gas meter will also be required, which will need to be arranged separately with a gas supplier. Any costs incurred for the same are to be borne by the Customer and are in no way part of this Contract unless specifically included within the contract.

Removal of Dangerous Waste Materials

The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a ‘site clearance for reoccupation’ certificate, which you can get from the asbestos removal company, before we can continue to work at your property.

Removal of Non-Dangerous Materials

The price we quote includes removing all non- dangerous materials, including your old boiler and central heating parts we replace.

VAT Clause

The Contract price quoted is subject to any changes in Value Added Tax.

Language and Governing Laws

The terms and conditions for all Agreements are written in English and all correspondence will be in English. Your Agreement is governed by the laws of England and Wales if your Home is based in England or Wales and by the laws of Scotland if your Home is in Scotland.

Radiators and Towel rails/warmers

New radiators or towel rails/warmers where supplied and installed by Master Gas Ltd as part of a new central heating system or system upgrade are covered by the Company’s comprehensive 1 year parts and labour warranty from the date of installation. Where a customer’s existing radiators are being utilised and connected to, they will not be covered under the standard warranty and the Terms and Conditions of Clause 9 will apply. Thermostatic Radiator Valves will be fitted where applicable in accordance with current Building Regulations and/or ‘CHeSS’ recommendations for Best Practice in Housing Energy Efficiency. (‘CHeSS’ = Central Heating System Specifications)

Mixer Showers and Electric Showers

Certain showers are compatible with both mains pressure and gravity fed water systems and will operate with either Conventional or Combination Boilers. However there are literally hundreds of brands and models of varying ages installed which are not always easily identifiable. Some of these are specifically designed to suit the existing system and are not interchangeable. Although our representatives will endeavour to advise accordingly, we cannot be held responsible should an existing shower be incompatible on connections due to age or type.


As part of our responsibility as Gas Safe Registered engineers, we are required to connect any new gas appliance to a gas supply that is safe and sound. Consequently we will need to carry out a gas soundness test on the first day of installation of any new boiler or heating system. Should there be any leak or defect within the existing gas pipework we would have no alternative but to condemn the supply, or take steps to make the supply safe as necessary or re-pipe the supply prior to the installation work being carried out. Although a fairly rare occurrence, any such work is totally unforeseen and may have to be charged as an extra amount to that stated on the agreed quote. Where brickwork, stonework or other masonry has to be made good. e.g. Original flue position from old boiler, we are unable to provide a match for the existing materials due to restrictions on availability and effects of weathering over the years. Wherever possible we will endeavour to provide a solid finish

All Hot Water Cylinders and Tanks

Where the company are instructed to install heavy water cylinders & tanks, a structural survey must be carried out by an independent surveyor to ensure safe installation. The independent surveyor must be instructed and paid for by the customer prior to works tanking place, and the company will require proof any and all findings before works can commence.

Power-flushing Existing Systems

We will perform the services with all reasonable care and skill, but the customer accepts that the services (Including removing or dismantling existing fixtures and fittings) may cause minor damage which could require some redecorating, this is the customer’s responsibility. The company will not be responsible for any leaks in the central heating system following the services, as the customer accepts that the existing central heating system is deemed suitable and of sound integrity to handle the services performed. If any leaks are found (during or after services are performed), the company will be happy to repair or rectify the problem, but this will be separately chargeable.

Boiler Warranty

All Gas Boilers supplied and installed by Master Gas Ltd carry a Manufacturer Backed, Parts and Labour Warranty, (length of warranty dependant on boiler make and model). All warranties are subject to annual service history. Please note, the price of the service is not included in the cost of the new boiler. The annual service must be implemented by a Gas Safe Registered engineer and documentation must be made available to Master Gas Ltd engineers. Proof of annual service will validate the boiler warranty throughout the warranty Period. It is the customer’s responsibility to arrange the annual service.

Timers and Controls

All timers and controls come with a 12 month manufacturer’s warranty, to be covered by the manufacturer only.


The customer has the right to cancel scheduled works anytime, but not within 48 hours prior to start date. Any cancellations within 48 hours before commencement of works will incur a fee of £250. Any cancellations prior to 48 hours before commencing of works, the deposit will be refunded in full.

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Our payment terms usually entail a deposit upon booking, with the remaining balance due upon completion. We offer finance plans for eligible projects, allowing you to spread the cost over manageable monthly payments. Payment methods accepted include credit/debit cards, bank transfers, cash, and finance agreements.

We provide 12 month warranties on our workmanship and installations. Additionally, all our products come with manufacturer warranties. 

We understand that circumstances may change, and we strive to accommodate our customers’ needs to the best of our ability. If you need to cancel or reschedule your appointment, please notify us as soon as possible. Depending on the timing and reason for the cancellation or rescheduling, there may be applicable fees or terms outlined in our terms and conditions.

Transparency is a core value of our business. We aim to provide upfront pricing with no hidden costs or surprises. However, certain unforeseen circumstances or additional services requested during the course of the work may incur additional charges. We will always communicate any such charges to you and seek your approval before proceeding.

We welcome feedback from our customers as it helps us improve our services. If you have any concerns or feedback regarding our work, please don’t hesitate to contact us. You can reach out to our customer service team via phone or email, and we will promptly address your query or complaint in accordance with our complaint handling procedures.