Terms & Conditions
MasterGas Heating Services Ltd Terms and Conditions
Definition of Estimate
This estimate is an estimate only and is not a guaranteed fixed price. Please rest assured that any increase in price further down the line will be due to an unforeseen circumstance, and it is quite rare for this to happen. We endeavour to be as thorough as possible when surveying and pricing, but due to the nature of our work, it can be impossible to plan for every eventuality.
Should an unforeseen circumstance arise that will affect the total price, you will always be kept informed and a discussion will take place before the additional work is added to the total bill.
If there is anything you think is missing from the estimate, please raise this with a member of the team by calling or emailing us immediately to ensure we complete the work you require.
Charges
We prefer to complete work for a fixed price but, due to the nature of our work, this is not always possible. When we are unable to complete work on a fixed-price basis, we charge according to the total amount of time spent at the appointment or job.
We call this our standard rate.
We believe this is the fairest and most transparent way to charge for both you and us. As the charge is based on time, we appreciate that the quicker we complete the work, the cheaper it is for you.
We promise to be as efficient as possible, but we also want to ensure the work is completed correctly and to a high standard. We will take the time needed to protect your property and provide a professional service, so please be aware that we will not rush the job or lower our standards in an effort to reduce your costs.
How Much Is the Standard Rate?
First hour’s labour and appointments lasting up to 60 minutes, or fault diagnosis including the first hour’s labour, excluding parts: £99 plus VAT.
Additional labour: £85 plus VAT per hour.
Additional labour: £55 plus VAT per 30 minutes.
Appointments lasting over 120 minutes: £55 plus VAT for each additional 30 minutes thereafter.
Appointments lasting up to four hours: £330 plus VAT.
Appointments lasting over five hours: £450 plus VAT.
Travelling time to the job is included within the standard rate for jobs within a 30-minute drive of B43 7JX.
Anything outside this drive time will carry a surcharge of £45 including VAT for each additional 30 minutes added to our journey to the job.
Additional time taken to complete other tasks associated with the job will be added to the total time. This includes, but is not limited to:
Collecting keys from estate agents.
Collecting parts from suppliers.
Disposing of waste on your behalf.
Making changes to the originally agreed work.
Revisiting the site to carry out a further survey.
How and When to Make Payment
Invoices are due immediately upon receipt.
Failure to make payment within seven days will incur a £30 fee to cover further administration charges.
Any invoice left unpaid for 30 days may be passed to our debt collection partners, who will add further charges to the invoice total.
Our debt collection partner’s fee is 20% of the amount recovered, plus VAT. Our partner also has a minimum fee of £50 plus VAT. The fee will therefore be either £50 plus VAT or 20% plus VAT of the debt recovered, whichever is greater.
This fee will be added to the total amount of the debt being recovered.
For example, a debt of £500 would become £620, comprising the initial £500 plus 20% and VAT. A debt of £150 would become £210, comprising the initial £150 plus £50 and VAT.
We do not offer credit to customers because we are unable to complete the necessary credit reference checks.
Deposit invoices may be raised before work begins to cover materials and other business costs for jobs over £500, during a project as part of a stage payment towards the final bill, or when a job has been completed.
Invoices Before Work Begins
This invoice must be paid before we can book the job into our schedule and continue with ordering parts.
If time is of the essence, you can tell us that payment has been made by calling 0121 664 0001 during our normal working hours or emailing lee@mastergasheating.co.uk, as we may not see the payment until we update our accounts.
Stage Payment Invoices
We reserve the right to issue a stage payment invoice at any point during a project. The invoice will equate to the total cost of the work completed up to that point.
Job Completion Invoices
Once a job is complete, the engineer will issue the final invoice.
Our preferred method of payment is bank transfer, but we also accept debit and credit cards.
Credit cards cost us more to process, so an administration charge of 2.5% will be added to the total invoice if you choose to pay by credit card. If you do not wish to pay this additional charge, we are unable to accept your credit card as payment.
If you wish to pay by bank transfer, please set us up on your online banking before the appointment so that you are ready to make payment.
Bank Details
Account name: MasterGas Heating Services Ltd
Sort code: 82-19-80
Account number: 20528538
Please be aware that we do not have the facility to complete credit reference checks. This means we are unable to offer credit terms to customers, and payment must be made upon completion of an appointment.
Failure to make payment upon completion will incur an additional £10 including VAT administration charge.
A further £5 including VAT will be added for each day the bill remains outstanding and will be added to the total invoice.
After numerous failed attempts to receive payment, the invoice may be transferred to our debt management department, where further charges may be incurred.
Under no circumstances should payment be withheld to ensure that the work completed is satisfactory. Payment is still required upon completion.
Any issue that arises after the service has been delivered must be claimed under our warranty.
How and When to Contact Us
Our standard office opening hours are 8.00 am to 6.00 pm, Monday to Friday.
Our phone lines are open between these times. If you need to speak to us, please call 0121 664 0001.
If you would like to contact us outside these hours, please email lee@mastergasheating.co.uk. Your email will be picked up and dealt with on the next working day.
Emergencies
In an emergency, please send a text message to 07545 327125.
We appreciate that emergency situations sometimes occur and that you may need to speak to someone urgently.
Please be aware that we are not a 24-hour company and your call may not be answered straight away.
If your call is not answered, please send a text message explaining the situation and the person responsible for the phone will contact you as soon as possible.
Cancellations, Missed Appointments and Appointments Cut Short
If you need to cancel an appointment, please let us know as soon as possible.
The best way to do this is by calling 0121 664 0001 during our standard opening hours or emailing lee@mastergasheating.co.uk outside our standard opening hours. Your email will be picked up on the next working day.
Cancellation Charges
Cancelling an appointment within 24 hours of its start time will incur a cancellation charge of £50 including VAT.
Booking a job for the same day or within a 24-hour period automatically removes the cancellation grace period. You will be liable to pay £50 including VAT if you cancel.
Missed Appointments and Late Arrival
If you miss an appointment, you will be charged an additional £40 including VAT.
If you are running late for an appointment, our standard rate will begin from our time of arrival.
Please allow us enough time to complete the work.
For smaller jobs, we usually book a two- to three-hour window. We may arrive towards the end of that time slot and still need two to three hours to complete the work.
If you need to cut the appointment short, you will be charged according to our standard rate and a second appointment will be arranged.
Waste Disposal
Large Jobs
For larger jobs, including boiler installations, full heating systems and bathroom installations, we will remove the waste and dispose of it responsibly as part of the job, as waste removal is factored into the job cost.
We like to do our bit for the environment and would prefer to place small recyclable items in your recycling bin. This will be at your discretion, and the engineer will ask for your permission first.
Smaller Jobs
For smaller jobs, including radiator and thermostat installations, leftover packaging from items purchased and installed in your property will become your property.
Disposal of this waste is your responsibility.
Positive Feedback and How to Share It
We value feedback. Both positive and constructive feedback are welcome, as they help keep the team motivated and help us improve where we can.
If you have been happy with what we have done, we encourage you to share your experience online. It helps people like you find a trustworthy and honest company.
Please share your positive experience on the platform where you originally found us, including:
Google Reviews
ReviewForest
Trustpilot
Facebook
Expert Trades
We appreciate you taking the time to share your positive experience.
As a thank you, we will provide a 10% discount voucher for use the next time you use us. The discount applies to labour only and is limited to a maximum value of £20.
How to Make a Complaint or Share a Negative Experience
We always do our best to provide excellent customer service, but we know that things do not always go to plan.
If you are not satisfied and wish to make a complaint or share a negative experience, please follow these steps so we can support you in putting things right.
Raise your concerns with the engineer on site. Please do not be afraid to discuss anything you are unhappy with. We regularly share constructive feedback within the company.
If you do not feel comfortable raising your concern with the engineer on site, or you have tried the first step and the issue was not resolved, contact our office by calling 0121 664 0001 or emailing lee@mastergasheating.co.uk.
If you still feel the issue has not been resolved, email lee@mastergasheating.co.uk and use “Unhappy customer” as the subject line.
We treat concerns very seriously. We review anything that has negatively affected a customer and try to change what we do so that it has a positive impact in future.
We want to hear about any issue, but we ask that you keep it private while we work to resolve it.
If you still feel that we have let you down after following the steps above, you may share your experience online.
Failure to follow the steps above before sharing negative feedback on social media or another online platform, or making a complaint that is unjust or irrelevant, may result in court action being taken in relation to damage caused to a local business’s reputation.
Job-Specific Terms and Conditions
Boiler Installations, General Heating and General Plumbing Work
We cannot be held responsible for damage that occurs while completing work outside the normal scope of a plumbing, heating and gas engineer.
This includes, but is not limited to:
Lifting and refitting carpets.
Lifting and refitting laminate flooring.
Lifting and refitting floorboards.
Removing and refitting roof tiles.
Removing brickwork.
Sometimes it is essential for us to carry out such work to deliver our service.
If you want someone to be liable for such damage, we advise you to instruct a professional who is qualified in that area to complete the relevant work.
Due to the nature of our work, damage may be caused to brickwork, plasterwork, floorboards and skirting boards while completing tasks such as drilling, cutting holes, sawing and general construction work.
Although we endeavour to minimise this risk and take steps to prevent damage, we cannot be held responsible for damage arising from carrying out the work.
We cannot be held responsible for leaks or faults that occur to an existing plumbing, heating or boiler system as a result of the work we carry out.
This includes, but is not limited to, leaks from existing:
Pipework
Valves
Fittings
Connections
Seals
We cannot be held responsible for property damage caused by such leaks or failures.
Damage caused by an accidental event, such as water being spilt on a carpet, or by leakage from a newly installed component such as a boiler, pipework, valve, fitting, connection or seal, will be repaired or made good by us.
You must contact us immediately and give us the opportunity to investigate the cause and make good the issue.
We reserve the right to choose whether to:
Make an insurance claim.
Employ our own contractors to complete the work at our cost.
Replace the affected item.
Settle with a goodwill gesture up to the value of the item.
This decision will be made by us.
Boiler or Appliance Fault Diagnosis and Repair
We cannot guarantee a first-time fix on boilers and central heating systems.
These systems can have several issues and, in some cases, faults can only be rectified through a process of elimination.
This can result in higher repair bills, but no discount or reduction will be applied if further visits are required.
If you suspect that a complete misdiagnosis has occurred, you can raise this through our complaints procedure and an investigation will take place.
If it is found that our procedure was completed correctly, you may be liable for further charges.
Fittings or components in existing boilers may be close to failing or leaking and may be disturbed by the work we carry out.
We cannot be held responsible for leaks or component failures that arise while repair work is being carried out on an existing boiler or appliance.
Boiler or Appliance Servicing
When we have been instructed to service a boiler or appliance, we are attending to complete a service only.
If there is a fault, please tell us because you require a boiler or appliance fault diagnosis and repair.
If we find a fault while on site and it affects our ability to complete the service, you will still be charged for the service and will receive a separate quotation for a fault diagnosis.
This will most likely take place on a different day in our next available appointment slot.
We are unable to book a boiler or appliance fault diagnosis and a boiler service during the same visit because we do not know in advance exactly what will be required to repair the boiler.
We cannot provide a guarantee following a boiler service.
In some cases, faults can occur after a boiler has been serviced, usually because old components are close to breaking or debris within the boiler moves and becomes lodged in a moving part or narrow waterway.
If an issue arises after a service, a further visit will be chargeable at our standard rate.
If the call-out is due to engineer error, we will waive this fee.
Boiler Installation Deposit Terms and Conditions
1. Deposit Payment
A 50% deposit of the total quoted installation price is required to confirm and secure a boiler installation with MasterGas Heating Services Ltd.
The remaining 50% balance is payable upon completion of the installation, unless an alternative payment arrangement has been agreed in writing.
Payment of the deposit confirms the customer’s acceptance of the quotation, agreed specification and these Boiler Installation Deposit Terms and Conditions, subject to any statutory cancellation rights that may apply.
2. Deposit Receipt and Booking Confirmation
Upon receipt of the 50% deposit, MasterGas Heating Services Ltd will issue the customer with a receipt confirming payment of the deposit.
The installation booking will be confirmed upon receipt of the deposit.
The agreed installation date will be secured in the MasterGas Heating Services Ltd schedule, subject to the availability of the required boiler, equipment and materials.
The deposit receipt will confirm the amount paid and the remaining balance due upon completion.
3. Final Payment and Receipt
The remaining 50% balance is payable upon completion of the installation.
Once the installation has been completed and the final balance has been received, MasterGas Heating Services Ltd will provide the customer with a final receipt confirming payment in full.
The final receipt will confirm that the quoted installation balance has been paid in full, subject to any additional work or variations that have been separately agreed.
4. What the 50% Deposit Covers
The deposit allows MasterGas Heating Services Ltd to commit to the agreed installation and may be used towards:
The boiler and associated equipment.
Materials and components required for the installation.
Labour and preparation involved in planning the installation.
Ordering and arranging delivery of equipment and materials.
Allocating and securing an installation date.
Other reasonable costs incurred in preparation for the agreed work.
5. Ordering of Equipment
Following receipt of the deposit, MasterGas Heating Services Ltd may order the boiler, materials and equipment specified in the quotation.
Where equipment or materials have been ordered specifically for the customer and cannot reasonably be cancelled, returned or resold, reasonable costs or losses incurred as a result of cancellation may be deducted from any refund, subject to the customer’s statutory rights.
6. Customer Cancellation
If the customer cancels the installation after paying the deposit, MasterGas Heating Services Ltd will assess the costs and losses incurred as a direct result of the cancellation.
Where applicable, MasterGas Heating Services Ltd may retain an appropriate proportion of the deposit to cover genuine costs and losses, including:
Equipment or materials already ordered.
Non-refundable supplier charges.
Delivery or collection costs.
Reasonable preparation and administration costs.
Reasonable losses arising from the installation date being reserved.
Any amount retained will be proportionate to the actual loss incurred.
Where MasterGas Heating Services Ltd has incurred no relevant loss, the appropriate amount of the deposit will be refunded.
7. Statutory Cancellation Rights
Nothing in these terms removes or restricts any statutory rights available to the customer.
Where the contract is entered into online, by telephone or away from MasterGas Heating Services Ltd’s business premises, the customer may have a statutory cancellation period.
If the customer requests that installation work begins before the expiry of any applicable cancellation period, the relevant statutory requirements will apply.
8. Installation Date
The installation date will be confirmed following receipt of the required deposit and confirmation that the necessary equipment and materials are available.
MasterGas Heating Services Ltd will make every reasonable effort to complete the installation on the agreed date.
However, installation dates may occasionally need to change due to circumstances outside our reasonable control, including:
Supplier delays.
Equipment availability.
Unforeseen property issues.
Severe weather.
Emergencies.
Other circumstances affecting the safe completion of the work.
Where this occurs, MasterGas Heating Services Ltd will contact the customer as soon as reasonably practicable to arrange an alternative date.
9. Changes to the Quotation
The quoted price is based on the information available and the agreed specification at the time of quotation.
If additional work, materials or equipment become necessary due to unforeseen circumstances, or if the customer requests changes to the agreed specification, any additional costs will be discussed with the customer and agreed before the additional work is undertaken wherever reasonably possible.
10. Customer Responsibilities
The customer is responsible for ensuring that:
Suitable access to the property is available on the agreed installation date.
The information provided to MasterGas Heating Services Ltd is accurate.
Any required permissions or approvals that are the customer’s responsibility have been obtained.
Gas, electricity and water supplies required for the installation are available.
The agreed payment arrangements are complied with.
11. Manufacturer Warranty
Where applicable, the boiler manufacturer’s warranty will be subject to the manufacturer’s own terms and conditions.
MasterGas Heating Services Ltd will carry out the installation and commissioning in accordance with the manufacturer’s requirements and applicable regulations.
The customer remains responsible for complying with any ongoing manufacturer requirements, including annual servicing where required to maintain the manufacturer’s warranty.
12. Cancellation by MasterGas Heating Services Ltd
If MasterGas Heating Services Ltd is unable to complete the agreed installation and the customer is not responsible for the cancellation, any deposit will be refunded to the extent required by law, subject to any alternative arrangement agreed with the customer.
13. Consumer Rights
Nothing in these terms affects or limits any statutory rights or remedies available to the customer under applicable consumer protection legislation.
MasterGas Heating Services Ltd will provide services with reasonable care and skill and comply with applicable legal and regulatory requirements.
14. Acceptance
Payment of the 50% deposit confirms acceptance of the quotation, agreed installation specification and these Boiler Installation Deposit Terms and Conditions, subject always to any statutory rights available to the customer.
Last updated: September 2026