You have paid and your Incredaboil fixed-price boiler repair is booked. What happens next?
The short answer is that your repair clock is already running, your customer record has been created and Incredaboil will work to arrange attendance. You do not need to complete another form to make the booking valid.
1. Stripe confirms the payment
Your booking is created only after Stripe securely confirms successful payment. Reaching a “success” screen on its own is not treated as payment confirmation.The exact payment-confirmed time starts the 24-hour repair period. This matters because it gives you a clear, auditable start time rather than a vague promise based on when somebody later reads an enquiry.
2. Your confirmation email arrives
The confirmation email is headed “Your Incredaboil repair is booked” and includes the information you are most likely to need:
- your booking reference;
- the date and time the 24-hour repair period started;
- the latest repair deadline;
- the payment received, including VAT; and
- a link to the Fixed-Price Repair terms and conditions you accepted before payment.
The email explains that the booking is confirmed and that Incredaboil is working to get your heating running as quickly as possible. Keep it somewhere handy: the reference makes it easier to match any call, message or update to your customer file.
3. You can optionally send useful details or photographs
The confirmation gives you a secure way to add a short description or photographs. A clear picture of a fault code, the boiler and its controls can help the engineer prepare.
This step is optional. Leaving it blank does not cancel the booking, change the start time or move your repair deadline. Do not remove the boiler casing or attempt an internal repair to obtain a photograph.
4. The engineer contacts you
Incredaboil uses the phone and email details entered during booking. Keep your phone nearby and check that unfamiliar calls are not being blocked.
Reasonable access normally needs to be available between 8am and 9pm during the confirmed repair period. If Incredaboil cannot contact you after three reasonable attempts, or nobody can provide access, the 24-hour promise is suspended until contact or access is restored.
If there has not yet been successful contact after the initial booking period, the system can also send a reassurance update showing the latest repair deadline and confirming that the repair remains active.
5. A Gas Safe registered engineer attends
The engineer will arrive with the job details already held against your booking. You can ask to see the engineer’s Gas Safe ID card before work begins. HSE guidance encourages householders to check the card and confirms that the back shows which types of gas work the engineer is qualified to carry out.
Please make the boiler and its controls reasonably accessible. Tell the engineer what you have noticed, when the fault began and whether anybody else has recently worked on the appliance or heating system.
6. The boiler is diagnosed safely
The engineer will confirm the fault and whether it falls within the fixed-price service. Diagnosis may show that the display code is only the symptom, so the engineer must assess the appliance rather than replace a part solely because of a code.
The service covers one eligible repair, including labour and covered parts. It is not a routine service, a heating-system alteration or an agreement to repair several unrelated faults.
7. If a covered repair can be completed, it is carried out
Where the repair is eligible and the required covered parts are available, the engineer carries out the work and checks the outcome. If a replacement PCB is needed, a covered PCB remains included, but the 24-hour completion promise does not apply because the correct board may need to be sourced.
The engineer will not bypass a safety device or carry out work that conflicts with the boiler manufacturer’s instructions simply to complete the visit.
What if the main heat exchanger is split?
Main heat exchangers are specifically excluded from the fixed-price repair. If the engineer finds that the heat exchanger has split, they will explain the evidence and why that repair is outside the offer.
The same transparent process applies if the boiler is beyond economical repair or cannot reasonably be repaired within the service scope. Incredaboil will explain the available options, which may include a refund or, with your agreement, using the payment towards a replacement boiler.
If you want a replacement quotation, the engineer can record the boiler, location, pipework, flue, gas meter, controls and relevant photographs during the visit. That avoids arranging a separate paid survey, and the quotation can be followed up promptly. Installation timing remains subject to availability and agreement of the quotation.
8. Completion is recorded
When the engineer marks the job complete, the system records the completion time against the original payment time. This creates a clear timestamp for the finished repair.
The completion email says that the repair is complete and shows the total time from booking to completion—for example, “7 hours 24 minutes”. It also thanks you for choosing Incredaboil and invites you to leave a Google review if you would like to share your experience.
9. Your repair guarantee begins
The completed repair and parts supplied by Incredaboil are guaranteed for 12 months, subject to the service terms. If the same repaired fault returns, contact Incredaboil promptly and provide reasonable access for inspection.
The guarantee is for the repaired fault. A new or unrelated fault, accidental damage, freezing, another person’s interference, an external utility failure or a problem materially caused by poor system-water condition is not treated as a repeat of the original repair.
And if the 24-hour promise is missed?
If an eligible covered repair is not completed within the confirmed 24-hour period, the fixed-price payment is refunded and the repair may still be arranged. The access rules and the PCB exception still apply.
That combination of a timestamped booking, a clear deadline, job updates and a recorded completion time is intended to remove uncertainty from an already stressful boiler breakdown.
Need to book a repair?
Check your postcode, boiler manufacturer and age online before continuing to secure payment.