Terms & conditions

1. About these terms

“We”, “us” and “EPCExpress” mean EPCExpress Ltd. “You” means the person or organisation booking the service. “Assessment” means the survey and production of an Energy Performance Certificate (EPC), recommendation report or improvement report — or, where ordered, an Electrical Installation Condition Report (EICR) or SAP calculation — as described in your confirmation. A contract is formed when we send your booking confirmation.

2. Booking and confirmation

• Online orders and bookings are requests until we confirm the appointment slot and assessor by email, normally within one working hour during opening hours.
• The price stated in your confirmation is fixed for the property as described. If the property differs materially from the description (for example, more bedrooms or a larger floor area), we will tell you the correct price before starting and you may cancel without charge.
• Services shown as a “quote” or “from” price are confirmed with a fixed price by email before any visit or work starts.

3. Access and cooperation

• You must ensure the assessor can safely access every room, the loft hatch, the heating appliance, hot-water cylinder and meters. Where access is not possible, the assessment will proceed using the evidence available and the rating may be affected.
• If nobody is available to provide access at the agreed time and we have not been told in advance, a no-access fee of £25 may apply to cover the assessor's time. We waive this where the reason was genuinely outside your control.
• Keys collected from an agent are signed for, kept securely and returned the same day.

4. Cancellation and rescheduling

• You may cancel or reschedule free of charge up to 24 hours before the appointment by phone or email.
• Cancellations with less than 24 hours' notice may incur the £25 fee described above.
• If we need to reschedule — for example, due to assessor illness — we will offer the next available slot, including evenings or Saturdays, at no extra charge.
• Consumers booking at a distance have a 14-day right to cancel under the Consumer Contracts Regulations 2013. By booking a visit within that period you ask us to start the service straight away; if you cancel after the assessment has been carried out, the full price is payable.

5. Prices and payment

• All prices include EPC lodgement fees.
• Consumers pay on completion of the assessment by card, bank transfer or secure payment link. Certificates are lodged once payment has been received or, for account customers, in line with the account terms.
• Account customers (agents, portfolios) are invoiced monthly on 14-day terms. We may suspend services on overdue accounts.

6. Certificates and ratings

• Assessments are carried out by accredited energy assessors using the Government-approved methodology current at the time (RdSAP for existing homes, SBEM for non-domestic buildings). The rating is the output of that methodology and cannot be altered on request.
• The assessor can only credit features that can be seen or evidenced by documentation. Where you provide evidence after lodgement that could change the rating, we will review it and, where justified, amend and re-lodge the certificate free of charge within 30 days of the original lodgement.
• Certificates are lodged on the Government's EPC register, where they are publicly visible for ten years. Domestic certificates are normally lodged within 48 hours of the visit and commercial certificates within three working days; these are targets, not guarantees.
• Improvement reports are advisory. Estimated costs, savings and rating uplifts are indicative and depend on the specification and installation of the work.
• EICRs are carried out by a qualified electrician and record the condition of the fixed electrical installation at the time of the inspection; any remedial work is quoted separately. SAP calculations are based on the drawings, specifications and evidence you supply.

7. Our responsibility to you

• We carry professional indemnity and public liability insurance. If we cannot lodge a certificate for reasons within our control, no charge is made.
• We are not liable for losses arising from decisions made by third parties (such as lenders, agents or local authorities) on the basis of a correctly produced certificate, nor for indirect or consequential loss.
• Nothing in these terms limits liability for death, personal injury, fraud or anything else that cannot be limited by law. Your statutory rights as a consumer are not affected.

8. Complaints

If something goes wrong, email info@epcexpress.uk or call 07777 414411. We acknowledge complaints within two working days and aim to resolve them within ten. If you remain dissatisfied, every certificate carries a formal complaints route through the assessor's accreditation scheme, whose details appear on the certificate.

9. General

These terms are governed by the law of England and Wales and any dispute is subject to the jurisdiction of its courts. If any part of these terms is found unenforceable, the rest continues to apply. We may update these terms from time to time; the version in force is the one published on this page at the time of your booking.