Service Plan Terms & Conditions

This contract is strictly a maintenance contract and IS NOT an insurance policy. Thames Boilers is therefore not regulated by the FCA.

These Terms & Conditions govern the contract between you (the Customer) and George Lane, trading as Thames Boilers and Thames Boiler Cover, Gas Safe registration number 515374, VAT registration number GB438112611. Address: 14 Cowley Avenue, Greenhithe, Kent DA9 9PJ. Version 2.0 – March 2026.

1. Definitions

Boiler: A gas-fired appliance located at your domestic property that heats hot water and/or central heating.

Contract: The agreement between you and us for the provision of services under the Service Plan you have chosen, formed when we confirm your subscription.

Cooling-Off Period: The 14-day period after the Contract is formed during which you have the right to cancel without giving a reason (see Clause 5).

Force Majeure: Any circumstances beyond our reasonable control, including (but not limited to) strikes, industrial action, lock-outs, labour shortages, material shortages, severe weather, pandemic, and traffic delays.

Heating System: The central heating system at your property, including heating pipework, pump, motorised valves, radiators, radiator valves, programmers/timers, cylinder thermostat, room thermostat, and pressure controls.

Repair Cost Cap: The maximum amount we will spend on parts and labour for repairs in any 12-month period of your Contract (see Clause 16).

Service Plan: The Bronze, Silver, or Gold plan you have chosen, as described in Clause 2.

Start Date: The date stated on your confirmation as the start of your Service Plan.

Waiting Period: The first 21 days from the Start Date during which breakdown repairs are not available (see Clause 2). This is separate from the Cooling-Off Period.

We/Us/Our: George Lane, trading as Thames Boilers (and Thames Boiler Cover). Gas Safe registration number: 515374. VAT registration number: GB438112611.

You/Your/Customer: The person who has entered into this Contract with us.

2. Service Plans and What's Included

Bronze Service Plan – £7.95/month

  • Annual boiler service
  • Full strip-down service every 3rd year (value £225)
  • Gas safety check
  • Online booking
  • 10% loyalty discount on other boiler and heating work

Silver Service Plan – £19.95/month

Everything included in the Bronze plan, plus:

  • Boiler breakdown cover (including parts, labour, and VAT), subject to the Repair Cost Cap and exclusions in Clause 16
  • Unlimited callouts (see Clause 2.4 below)
  • No hidden excess fees or callout charges

Gold Service Plan – £24.95/month

Everything included in the Silver plan, plus:

  • Full heating system breakdown cover (including parts, labour, and VAT), subject to the Repair Cost Cap and exclusions in Clause 16
  • Programmers and thermostats
  • Pump and motorised valves
  • Radiators and radiator valves
  • Heating system pipework
  • Bleed and balance radiators

2.4 Unlimited Callouts

Unlimited callouts apply to Silver and Gold plans only, and are subject to a genuine fault being present. If we attend your property and determine that the reported issue is not a fault, or is not covered under your plan, we reserve the right to charge at our standard rates. We will always tell you this before carrying out any chargeable work.

2.5 Waiting Period

Breakdown repairs under Silver and Gold plans are not available during the first 21 days from your Start Date. This prevents pre-existing faults being claimed against the plan and helps us keep prices low. Annual servicing can be booked during this period. The Waiting Period is separate from, and runs alongside, the Cooling-Off Period described in Clause 5.

3. How the Contract Is Formed

3.1 This Contract is a distance contract formed when you subscribe to a Service Plan through our website (thamesboilercover.com) and we confirm your subscription by email. By subscribing, you agree to these Terms and Conditions.

3.2 Before completing your subscription, you will be shown a summary of: the Service Plan you have chosen, the monthly price, the minimum term, your cancellation rights, and how to cancel. You must actively confirm that you understand you are entering into a recurring payment contract.

3.3 After you subscribe, we will send you a confirmation email containing all the information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including a copy of these Terms and Conditions and details of your right to cancel.

3.4 This is a maintenance service contract. We provide scheduled servicing and repairs as part of an ongoing maintenance relationship. This Contract does not provide indemnity against unforeseen loss and is not a contract of insurance. Thames Boilers is not regulated by the Financial Conduct Authority (FCA).

4. Minimum Term, Renewal, and Pricing

4.1 Your Contract has a minimum term of 12 months from your Start Date. You may not cancel during this minimum term except during the Cooling-Off Period (Clause 5) or where we are in material breach of our obligations.

4.2 After the minimum term, your Contract will automatically renew on a rolling monthly basis at the same monthly price, unless either you or we give notice to end it.

4.3 We will send you a renewal reminder by email at least 14 days before each annual anniversary of your Start Date. This reminder will include: the date of renewal, the amount you will continue to be charged, and how to cancel if you wish to do so.

4.4 If we need to increase your monthly price, we will give you at least 30 days' written notice before the change takes effect. You may cancel without penalty if you do not wish to accept the new price.

4.5 We reserve the right not to renew your Contract at the end of any 12-month period. We will give you at least 30 days' notice if we decide not to renew.

5. Your Right to Cancel (Cooling-Off Period)

5.1 Because this Contract is entered into online (a "distance contract"), you have the right to cancel within 14 days of the date the Contract is formed, without giving any reason. This is your statutory cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5.2 To cancel during the Cooling-Off Period, you may:

5.3 If you cancel during the Cooling-Off Period: we will refund all payments you have made within 14 days of receiving your cancellation notice. However, if you have expressly requested that we begin providing the service during the Cooling-Off Period (for example, by booking a repair or service), you will be required to pay for any work actually carried out before your cancellation took effect, calculated at a proportionate rate of the monthly plan price.

5.4 The Cooling-Off Period runs alongside the 21-day Waiting Period. If you cancel during the Cooling-Off Period, the Waiting Period has no bearing on your refund.

6. Cancellation After the Cooling-Off Period

6.1 After the Cooling-Off Period, you may cancel your Contract at any time after the minimum 12-month term by:

6.2 Cancellation will take effect at the end of the current monthly billing period. You will not be charged for any further months after cancellation.

6.3 If you cancel during the minimum 12-month term (and outside the Cooling-Off Period), you will remain liable for the monthly payments for the remainder of the minimum term.

6.4 If you have received repairs or services during the current contract year that exceed the total amount you have paid in monthly plan fees, we may invoice you for the difference, capped at the value of one year's plan fees. We will not charge more than the total annual cost of your plan.

7. Our Right to Cancel or Suspend

7.1 We may cancel your Contract with immediate effect if:

  • (a) you have provided false or misleading information when subscribing;
  • (b) payment has not been received within 14 days of the due date, despite us having contacted you to request payment;
  • (c) on our first visit, we discover a pre-existing fault with the boiler or heating system that was not disclosed at the time of subscription (in this case we will refund all payments made);
  • (d) we have advised that a permanent repair is needed to ensure your appliance or system is working properly and safely, and you have not taken reasonable steps to resolve it within a reasonable time;
  • (e) work has been carried out on your boiler or heating system by a person who is not Gas Safe registered, without our prior knowledge, and that work has caused or contributed to a fault; or
  • (f) there are health and safety risks at your property that prevent our engineers from working safely.

7.2 If we cancel your Contract under this clause, we will give you written notice explaining the reason. Where the reason is non-payment, we will give you at least 7 days to bring your payments up to date before cancellation takes effect.

8. Payment

8.1 Payment is by monthly Direct Debit. By subscribing, you authorise us to collect the monthly plan fee from your bank account on or around the same date each month.

8.2 We will give you at least 2 business days' advance notice before the first Direct Debit collection.

8.3 If we need to change the amount or date of your Direct Debit, we will give you reasonable advance notice.

8.4 Your Direct Debit is protected by the Direct Debit Guarantee. This means you are entitled to a full and immediate refund from your bank if there is an error in any payment. You can cancel your Direct Debit at any time by contacting your bank directly.

8.5 Cancelling your Direct Debit at your bank does not automatically cancel this Contract. If you wish to cancel the Contract, please follow the process in Clause 6.

9. Our Service Commitment

9.1 We will carry out all work under this Contract with reasonable care and skill, in accordance with the Consumer Rights Act 2015 and current Gas Safe standards.

9.2 For breakdown repairs (Silver and Gold plans), we will aim to attend your property within 48 hours of you reporting the fault, subject to parts availability and engineer availability. We will keep you informed of any delays.

9.3 For annual boiler services, we will contact you to arrange a convenient appointment. You are responsible for booking your annual service within your contract year.

9.4 If we do not perform the service to the standard described above, you are entitled to ask us to redo the work at no additional cost within a reasonable time. If we are unable to do so, you may be entitled to a proportionate reduction in the plan fee.

10. Acceptance and First Visit

10.1 Acceptance onto a Service Plan does not imply that your boiler, heating system, or plumbing system is installed to the relevant standards. We do not accept liability arising from the original design or installation of your system and make no warranty as to its fitness for purpose.

10.2 If, on our first visit, we identify a pre-existing fault or safety concern that was not disclosed at the time of subscription, we may cancel your Contract and provide a full refund of any payments made (see Clause 7.1(c)).

11. Parts and Repairs

11.1 New parts will only be fitted where existing parts are beyond reasonable repair. We will decide, acting reasonably, whether a part should be repaired or replaced.

11.2 Replacement parts may be adequate alternatives and are not guaranteed to be identical to the defective part.

11.3 Where a radiator requires replacing, we will supply a standard white radiator of equivalent output. Designer radiators and towel rails will be repaired where possible but are not covered for replacement.

11.4 We will not be liable for delays in the supply of parts from our suppliers, but we will keep you informed of any expected delay.

12. Boiler Noise

As boilers age, they may become noisy for various reasons. Where noise is attributable to the age of the appliance rather than a specific fault, we will not classify this as a covered fault under any Service Plan. If a specific faulty component is causing the noise, that component will be covered as a normal repair.

13. Boiler Replacement

If your boiler is deemed beyond economical repair, we will offer you a 10% loyalty discount on the cost of installing a new boiler. The cost of a new boiler installation is not included in any Service Plan.

14. Access

14.1 We are not liable for any repairs to which we cannot gain reasonable access.

14.2 If obstructions prevent us from accessing parts of your system, we may, at our discretion, remove the obstruction and charge you at our standard rates, or we may ask you to arrange removal before we return. We will discuss this with you before incurring any charges.

14.3 We will not be liable for making good (such as plastering, tiling, or decorating) unless the damage was caused by our negligence.

15. Annual Boiler Service and Landlord's Certificate

If an annual boiler service and/or landlord's gas safety certificate is included in your plan, we will contact you to arrange a suitable appointment. However, you remain responsible for ensuring these services are booked and completed within your contract year.

16. Exclusions and Repair Cost Caps

16.1 Repair Cost Caps

  • The maximum we will spend on repairs in any 12-month period is £500.
  • During the first 3 months of your Contract, repairs are capped at £250.
  • If a repair would exceed the cap, we will notify you before proceeding and give you the option to pay the difference or decline the repair.

16.2 General Exclusions

Our Service Plans do not cover:

  • Repairs during the first 21 days of the Contract (Waiting Period)
  • Repairs required due to design faults or pre-existing faults prior to the Start Date
  • Damage caused by you, a third party, or anyone not Gas Safe registered
  • Consequential loss or damage to property caused by the boiler or heating system breaking down (for example, damage to a ceiling caused by a leak)
  • Faults caused by sludge, scale, or blockages, including the cost of removing sludge or scale, repairing damage caused by sludge or scale, or adding corrosion inhibitor
  • Boiler heat exchangers damaged by debris, sludge, or scale (neither parts nor labour)
  • Damage caused by fire, flood, lightning, storm, freezing, or any other natural event
  • Accidental damage, theft, or malicious damage
  • Removal of hazardous materials (for example, asbestos)
  • Decorative parts, including casing, paintwork, and batteries
  • Any part of a flue concealed within the fabric of the building
  • The gas supply from the meter to the boiler and/or other appliances
  • Adjustments to time controls unless our engineer is already on site
  • Routine maintenance tasks such as cleaning, descaling, relighting the system, clearing airlocks, bleeding radiators, or topping up system pressure
  • Pipes under the floor or within the fabric of the building where access would require significant building work
  • Replacement of showers, taps, baths, shower cubicles, basins, or toilets
  • Below-ground drainage or mains supply pipe
  • The cost of a new boiler if parts become unavailable (at our reasonable discretion)

16.3 Boiler Age and Brand Exclusions

Boilers over 15 years old at the Start Date of your Contract are not eligible for a Service Plan. If your boiler reaches 15 years old during the contract period, your plan will continue until the next renewal date, at which point we may choose not to renew.

The following boiler brands are excluded: Powermax, Keston, Ferroli, Lamborghini, Ravenheat, Johnson & Starley, Vokera, Electric Heating Company, and Gledhill.

17. System Flushing

If we recommend that your heating system requires a flush, we will provide you with a separate quotation. Flushing is not included in any Service Plan. Once the system has been cleaned, your plan will continue as normal.

18. Limitation of Liability

18.1 Where we are in breach of this Contract or unable to honour our obligations, our maximum liability to you will be limited to the total amount you have paid under this Contract in the current 12-month period.

18.2 We are not liable for any indirect or consequential loss, including loss of earnings, profit, goods, or business.

18.3 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

18.4 Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or any other legislation.

18.5 We will not be liable for any failure or delay in performing our obligations where such failure or delay is caused by Force Majeure. We will notify you as soon as reasonably practicable if a Force Majeure event occurs.

19. Complaints

19.1 If you are unhappy with any aspect of our service, please contact us:

19.2 We will acknowledge your complaint within 3 business days and aim to provide a full response within 14 days. If we are unable to resolve the matter to your satisfaction, we will provide information on further steps you can take.

20. Your Personal Data

20.1 We will collect and process your personal data (including your name, address, email, phone number, payment details, and appliance information) in order to provide the services under this Contract. Our lawful basis for this processing is that it is necessary to perform our contract with you.

20.2 Full details of how we collect, use, store, and share your personal data, your rights under the UK General Data Protection Regulation (UK GDPR), and how to exercise those rights are set out in our Privacy Policy at www.thamesboilers.co.uk/privacy-policy/.

20.3 By entering into this Contract, you acknowledge that you have read and understood our Privacy Policy.

21. General

21.1 These Terms and Conditions, together with our Privacy Policy, form the entire agreement between you and us in relation to your Service Plan.

21.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

21.3 Our failure to exercise or enforce any right under these Terms does not constitute a waiver of that right.

21.4 This Contract is between you and us. No other person has any rights to enforce any of its terms.

21.5 This Contract is governed by the laws of England and Wales. Any dispute arising from or in connection with this Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

This contract is strictly a maintenance contract and IS NOT an insurance policy. Thames Boilers is therefore not regulated by the FCA.

Schedule 1 – Model Cancellation Form

(Complete and return this form only if you wish to cancel the Contract during the 14-day Cooling-Off Period)

To: George Lane trading as Thames Boilers, 14 Cowley Avenue, Greenhithe, Kent DA9 9PJ
Email: hello@thamesboilers.co.uk

I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:

  • Service Plan: _____________________________ (Bronze / Silver / Gold)
  • Ordered on: _____________________________
  • Name of consumer(s): _____________________________
  • Address of consumer(s): _____________________________
  • Signature of consumer(s) (only if this form is notified on paper): _____________________________
  • Date: _____________________________
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