Terms and Conditions
Plumbing & Heating Services
Last updated: December 2025
These Terms and Conditions apply to all domestic plumbing and heating services provided by Instagasworks Plumbing and Heating (“we”, “us”, “our”). By booking our services, you (“the Customer”) agree to the following terms.
1. Booking, Deposits & Payments
1.1 A deposit is required to confirm any booking. No booking is confirmed until the deposit has been received.
1.2 The remaining balance is due immediately upon completion of the works unless otherwise agreed in writing.
1.3 Failure to pay the final balance on completion may result in additional charges, recovery costs, or legal action.
1.4 Deposits are non-refundable if the Customer cancels without reasonable notice or if works cannot proceed due to circumstances within the Customer's control (including access or parking issues).
2. Repairs & Workmanship Guarantee
2.1 We provide a 14-day repair guarantee on workmanship, starting from the date of completion.
2.2 This guarantee applies only to faults directly related to the work we carried out.
2.3 Any issues arising after the 14-day period will be chargeable.
2.4 The guarantee does not cover:
- Pre-existing faults
- General wear and tear
- Manufacturer defects
- System-related issues not caused by our work
- Sludge, debris, or contamination in the system
3. Sludge & System Condition
3.1 Any sludge-related issues identified before, during, or after repairs are chargeable.
3.2 We are not responsible for faults caused by poor system condition, corrosion, sludge, or lack of maintenance.
3.3 Our approach aligns with industry standards similar to major providers (e.g. British Gas), where system contamination is excluded from standard repair guarantees.
4. Call-Outs, Labour & Parts
4.1 A call-out charge applies to all visits.
4.2 Labour is charged at £90 per hour (standard rate) after the first hour.
4.3 Time is charged in 30-minute increments after the first hour.
Example: 1 hour 20 minutes = 1 hour 30 minutes (£45 for the extra 30 minutes).
4.4 Parts are charged separately.
4.5 A 20% handling and sourcing charge will be added to all parts supplied by us.
4.6 If the Customer supplies their own parts:
- No 20% markup will be added
- We accept no responsibility for the quality, suitability, or failure of customer-supplied parts
- Labour charges still apply
5. Fixed Price Jobs & Diagnostics
5.1 For fixed-price jobs, a set price will be agreed in advance.
5.2 A diagnostic fee of £120 applies where fault-finding is required.
5.3 If the Customer accepts the quoted repair price, the £120 diagnostic fee will be deducted from the final cost.
5.4 If the quote is declined, the diagnostic fee remains payable.
6. Parking, Permits & Penalty Charges
6.1 The Customer must provide suitable parking at or near the property.
6.2 Where the property is located on:
- Permit-only roads, or
- Controlled parking zones
The Customer must arrange and pay for a valid permit or parking.
6.3 If suitable parking is not provided, we reserve the right to cancel the visit and retain the deposit.
6.4 Any Penalty Charge Notices (PCNs) issued due to the Customer's failure to provide valid parking will be the Customer's responsibility.
6.5 If we pay a PCN within the 14-day discounted period on behalf of the Customer:
- The Customer must reimburse the full discounted amount, plus
- An administration fee of £20
6.6 If payment is delayed and the PCN increases, the Customer is responsible for the full balance.
7. Access & Delays
7.1 The Customer must ensure safe and reasonable access to the property at the agreed time.
7.2 If access is not available, the visit may be cancelled and the deposit retained.
7.3 Delays caused by lack of access, restricted working conditions, or Customer requests may result in additional charges.
8. Health, Safety & Compliance
8.1 All works are carried out in accordance with UK safety regulations and industry standards.
8.2 We reserve the right to stop work immediately if conditions are unsafe or non-compliant.
8.3 Any additional work required to make the system safe or compliant will be chargeable.
9. Liability Limitations
9.1 We are not liable for:
- Pre-existing faults
- Hidden defects
- Manufacturer failures
- Consequential or indirect losses
9.2 Our liability is limited to the value of the work carried out.
10. Cancellations & Rescheduling
10.1 Cancellations must be made with reasonable notice.
10.2 Late cancellations or missed appointments may result in loss of deposit or call-out charges.
11. Gas Safety & Compliance
11.1 All gas-related works are carried out in accordance with Gas Safety (Installation and Use) Regulations.
11.2 We are Gas Safe registered where applicable, and certification will be provided when legally required.
11.3 We reserve the right to classify appliances as At Risk (AR) or Immediately Dangerous (ID) and to disconnect appliances where required by law.
12. Late Payment & Non-Payment
12.1 Payment is due immediately upon completion of works unless agreed otherwise in writing.
12.2 Late payments may be subject to:
- Interest at 8% above the Bank of England base rate
- Reasonable recovery and administration costs
12.3 Ownership of supplied parts remains with us until full payment is received.
13. Complaints & Disputes
13.1 Any concerns must be raised within 48 hours of completion where reasonably possible.
13.2 We will make reasonable efforts to resolve disputes amicably.
14. Domestic Services Only
14.1 These Terms and Conditions apply to domestic properties only.
14.2 Any commercial, landlord, or managing agent works are excluded unless agreed in writing.
15. Governing Law
15.1 These Terms and Conditions are governed by English law.
15.2 Any disputes shall be subject to the jurisdiction of the courts of England and Wales.
Boiler Service & Repair Agreement
Between: Instagasworks Plumbing and Heating (“The Provider”) And: The Customer (“The Member”)
1. Contract Duration & Payments
12-Month Commitment: This is a 12-month rolling agreement. By signing, you agree to a minimum of 12 monthly payments.
No-Claim Period: To prevent fraudulent claims, repair coverage (Parts & Labour) does not begin until 14 days after your first successful payment.
Missed Payments: If a Direct Debit is cancelled or fails, your cover is immediately suspended. If a repair was carried out during the contract year, the remaining balance of the 12-month term becomes due immediately.
2. The Initial Health Check
All new plans are subject to an initial Boiler Health Check (usually during your first service).
Pre-existing Faults: We do not cover faults that existed before the plan started. Any faults found during the Health Check must be repaired at our standard retail rates before your plan coverage becomes active.
3. Nuisance Call-Out Charges (£60.00)
While our “Shield” plans feature a £0 Excess for genuine mechanical breakdowns, a Fixed Fee of £60.00 will be charged in the following “User Error” scenarios:
- No fault is found by the engineer upon attendance.
- The “fault” is caused by incorrect settings (e.g., thermostat turned down).
- The “fault” is due to dead batteries in a wireless thermostat.
- The boiler is switched off at the fused spur or the gas/electric credit has run out.
- The call is for routine maintenance (e.g., bleeding radiators or topping up water pressure).
4. Sludge, Limescale & Water Quality
Exclusion: This plan does not cover repairs for damage caused by sludge, magnetite, debris, or limescale.
If an engineer identifies that a system requires a Power Flush or a Magnetic Filter to function correctly, this work is not covered by the plan.
Coverage for pumps, valves, and heat exchangers is suspended until the system water is cleaned to a professional standard (at the customer's expense). Corrosion: Any leaks or failures caused by internal or external corrosion of radiators, cylinders, or pipework.
5. Beyond Economic Repair (BER) & Parts Cap
Repair Cap: Any single repair is capped at a total value of £500 (Parts & Labour).
Age Limit: If a boiler is over 10 years old and a repair exceeds £500, we will deem it “Beyond Economic Repair.”
The Benefit: In a BER scenario, we will not perform the repair. Instead, we will provide a £400 Loyalty Discount toward a brand-new A-rated boiler installation provided by Instagasworks Plumbing and Heating.
6. Fair Use Policy
Plans include a maximum of three (3) repair call-outs per rolling 12-month period.
Additional call-outs within the same year will be charged at a discounted member rate of £45.00 plus parts.
7. Cancellations
You may cancel with 30 days' notice after the initial 12-month term.
If you cancel within the first 12 months after receiving a repair, we reserve the right to invoice you for the full retail value of the parts and labour provided, minus any monthly fees already paid.
8. Waste & Disposal
Extra Costs: Our monthly fees do not include waste removal. If you require the engineer to dispose of old parts, appliances, or debris at a commercial tip, an additional disposal fee will be quoted and charged separately.
Bulky Waste: We do not dispose of toilets, sinks, baths, or cylinders under any circumstances.
Home Care: Integrated Boiler, Plumbing & Drainage Agreement
Provider: Instagasworks Plumbing and Heating
Contract Duration: 12 Months (Fixed Term)
1. Service Tiers
Tier 0: Service Only (£9.00/mo)
Annual Boiler Service: A certified Gas Safe engineer will perform a yearly safety and efficiency check. This includes a visual inspection, flue gas analysis, leak check, and internal component cleaning.
Note: This tier covers maintenance only. No repairs, parts, or emergency call-outs are included.
Tier 1: Essential (£14.50/mo)
Plumbing Only: Coverage for sudden, internal fresh-water leaks, burst pipes, and leaking internal pipework. Includes repair or replacement of faulty tap washers and valves.
Boiler Only: Repairs to the central heating boiler unit itself (the “white box”).
Note: This tier excludes the Annual Boiler Service, external controls, radiators, and drainage. All repairs are subject to the £100 Repair Cap.
Tier 2: Heating & Plumbing (£28.50/mo)
Annual Boiler Service: Included (as defined in Tier 0).
Heating, Controls & Central Heating: Full coverage for the boiler, radiators, radiator valves (TRVs), and external controls (thermostats/programmers).
Plumbing & Drainage: Includes Tier 1 plumbing plus repair of leaking toilet syphons, cisterns, and internal waste/drainage pipes (pipes that carry wastewater away from sinks and toilets).
Note: All repairs are subject to the £250 Repair Cap.
Tier 3: Total Shield (£39.50/mo)
Comprehensive Coverage: Includes all benefits of Tier 2.
Plus Pumps & Macerators: Specialized coverage for mechanical units including shower pumps, waste-lifting pumps, and macerator systems (e.g., Saniflo).
Priority Response: Customers on this tier receive “front of queue” status for emergency call-outs, with a target response within 24 hours.
Note: All repairs are subject to the £500 Repair Cap.
General Terms (Apply to All Tiers)
1. Call-Out Fee: Tiers 1, 2, and 3 feature a £0.00 Call-Out Fee for all covered repairs. Tier 0 is subject to our standard hourly labor rates for any work beyond the annual service.
2. Repair Cap: This is the maximum amount Essential Heating & Plumbing will pay for parts and labor per claim. If a repair exceeds this limit, the customer must pay the remaining balance.
3. Excluded Items: External drainage (outside the property boundary), shared pipes, sludge/limescale removal (Powerflushing), and pre-existing faults are not covered under any plan.
4. Parts Availability: If your boiler is deemed “Beyond Economic Repair” (BER) or parts are no longer manufactured, we will provide a contribution toward a new unit rather than a repair.
2. Drainage & Shared Pipes
2.1 Internal Only: We only cover blockages inside the property up to the external wall.
2.2 Shared Drainage: We do not cover pipes shared with neighbors or public sewers. If we attend and the fault is in a shared/public pipe, a £60.00 Nuisance Fee applies.
2.3 Misuse: Blockages caused by wipes, grease, or foreign objects are not covered. A £60.00 fee applies for clearance (or £120.00 for macerators).
3. Waste & Disposal
3.1 Extra Costs: Our monthly fees do not include waste removal. If you require the engineer to dispose of old parts, appliances, or debris at a commercial tip, an additional disposal fee will be quoted and charged separately.
3.2 Bulky Waste: We do not dispose of toilets, sinks, baths, or cylinders under any circumstances.
4. The “Safety” Period
4.1 Health Check: Pre-existing faults found during the initial inspection are not covered.
4.2 14-Day Wait: No claims can be made within the first 14 days of the plan.
4.3 12-Month Lock-in: If you cancel your plan after a repair is completed but before the 12th payment, the full remaining balance for the year becomes due immediately.
5. Nuisance Fee (£60.00)
A £60.00 fee will be charged if:
- No fault is found or it is “User Error.”
- The issue is in a shared drain or external sewer.
- The issue is caused by Limescale (strictly excluded).
- The engineer cannot gain access at the agreed time.
6. Main Exclusions
- Shower Cartridges: Internal thermostatic valves are excluded.
- Sanitaryware & Silicone: No cover for the body of sinks/baths or for silicone/grout.
- Limescale: No cover for damage caused by hard water buildup.
- Parts Cap: Parts are capped at £250 per repair. Anything over this is paid by the customer.
7. Water Tanks & Cylinders
Components Covered: We cover the repair or replacement of internal components only. This includes ball-valves, float valves, immersion heater elements (Total Shield only), and thermostats.
Vessel Exclusion: We do not cover the replacement of the actual body of a Hot Water Cylinder, Unvented Cylinder, or Cold-Water Storage Tank. If the tank or cylinder itself splits, leaks from the body, or fails, we will provide a member-discounted quote for a full replacement.
Draining & Refilling
| Service Type | Member Price | Non-member Price | What's Included |
|---|---|---|---|
| Partial Drain | £60 | £90.00 | Draining 1-2 radiators or isolating a specific zone for minor repairs. |
| Full System Drain & Refill | £60 | £150.00 | Full system drain-down, refill, bleeding all radiators, and testing. |
| System Chemical Protection | Included | + £25.00 | Addition of high-quality inhibitor (Sentinel/Adey) to prevent sludge. |
1. Scope of Work
1.1 A “Drain Down” service involves removing the water from the heating or domestic circuit to allow for repairs or maintenance.
1.2 A “Refill” involves recharging the system with water, bleeding air from radiators/cylinders, and ensuring the boiler fires correctly.
2. Existing System Integrity (The “Old Valve” Clause)
2.1 To drain a system, existing isolation valves, radiator valves, and drain-off cocks must be operated.
2.2 Instagasworks Plumbing and Heating is not liable for the failure, seizure, or subsequent leaking of any aged or corroded valves that occur during the draining process.
2.3 If a valve fails to shut off or a drain-off cock snaps due to age, any additional work required to isolate the system will be quoted as an extra charge.
3. Airlocks & System Balancing
3.1 While we make every effort to remove air from the system during a refill, complex London pipework (e.g., multi-story homes or “dropped” pipework) can occasionally develop stubborn airlocks.
3.2 Our fee covers up to 1 hour of bleeding and air removal. If a system requires specialist “power-flushing” or mechanical air removal due to pre-existing pipework design, this will be quoted separately.
3.3 We are not responsible for “re-balancing” the heat output of radiators unless specifically requested and quoted.
4. Chemical Treatment
4.1 To protect your boiler and maintain your warranty, a chemical inhibitor must be added whenever a system is drained.
4.2 For Non-Members, the cost of chemicals is additional to the labour. For Members, the chemical cost is included in the discounted System Handling Fee.
5. Attic Tanks & Feed/Expansion
5.1 For open-vented systems, we are not liable for the failure of the ball-valve in the cold-water storage tank or the feed and expansion tank if it fails to shut off or refill correctly after the system has been disturbed.