Refund Policy

Refund Policy – Energy Performance Cert

Last Updated: July 19, 2026

Introduction

At Energy Performance Cert, we are committed to providing a fair, transparent, and professional service to all customers. This Refund Policy explains how refunds, cancellations, and appointment changes are handled when booking our Energy Performance Certificate (EPC) and related energy assessment services.

By booking a service with us, you agree to the terms outlined in this Refund Policy.

1. Booking Payments

Payment may be required at the time of booking or before your scheduled appointment.

All payments are processed securely and are used to reserve appointment times, assessor availability, and administrative resources.

2. Customer Cancellation Policy

Cancellation More Than 48 Hours Before Your Appointment

If you cancel your appointment more than 48 hours before the scheduled assessment, you may be eligible for:

• A full refund; or

• Rescheduling your appointment at no additional cost,

subject to the circumstances of your booking.

Cancellation Within 48 Hours

If you cancel within 48 hours of your scheduled appointment, an administration fee may apply due to the allocation of assessor time and scheduling commitments.

Any refund request will be considered on a case-by-case basis.

Same-Day Cancellation

Appointments cancelled on the day of the assessment may not be eligible for a refund, as resources and appointment time will already have been allocated.

3. Missed Appointments

If our assessor is unable to complete the appointment because access is not provided or the customer is unavailable, the appointment may be treated as a missed appointment.

Examples include:

• No access to the property

• Customer unavailable at the agreed time

• Incorrect property details provided

• Tenant or occupant unavailable without prior notice

In these situations, refunds may not be available, and a rebooking fee may apply if a new appointment is required.

4. Property Access Requirements

Customers are responsible for ensuring that:

• The property is accessible at the agreed appointment time.

• Any required permissions have been obtained.

• All relevant areas needed for the EPC assessment are accessible.

• Occupants have been informed of the appointment where necessary.

Failure to provide suitable access may affect eligibility for a refund.

5. Rescheduling Appointments

We understand that circumstances can change.

If sufficient notice is provided, we will make reasonable efforts to reschedule your appointment to a mutually convenient date and time without additional charges where possible.

6. Service Delivery Issues

If you believe our service has not been delivered as expected, please contact us as soon as possible.

We will investigate the matter and determine whether a refund, credit, repeat visit, or another appropriate resolution is warranted.

7. Circumstances Beyond Our Control

Occasionally, appointments may need to be postponed due to events beyond our reasonable control, including:

• Severe weather conditions

• Public safety concerns

• Transport disruption

• Technical issues

• Unexpected operational circumstances

Where this occurs, we will work with you to arrange an alternative appointment or another suitable solution.

8. Refund Processing

Where a refund is approved, we aim to process it within a reasonable timeframe.

The time it takes for funds to appear in your account may vary depending on your payment provider, bank, or payment method.

9. Non-Refundable Situations

Refunds may not be available in circumstances including:

• Missed appointments

• Failure to provide access to the property

• Same-day cancellations

• Incorrect booking information supplied by the customer

• Services that have already been completed

Each request will be reviewed individually where appropriate.

10. How to Request a Refund

To request a refund, please contact us and provide:

• Your full name

• Booking details

• Property address

• Appointment date

• Reason for the refund request

Providing complete information will help us process your request more efficiently.

11. Complaints and Disputes

If you are dissatisfied with a refund decision, you may raise your concerns through our Complaints Policy.

We will review all complaints fairly, impartially, and in a timely manner.

Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us:

Energy Performance Cert

Website: https://energyperformancecert.co.uk/

Email: info@energyperformancecert.co.uk

Phone: 020 3386 1854