Terms and cancellations

Last updated: 1 January 2027

Who we are

These terms are between you and [YOUR FULL NAME] trading as Survey13 ("we", "us"), [BUSINESS ADDRESS], West Midlands, [POSTCODE]. Email hello@example.co.uk, phone 0121 000 0000.

What you are buying

A domestic Energy Performance Certificate (EPC) for the property you give us, produced by a Quidos-accredited domestic energy assessor (RdSAP) using the RdSAP method and lodged on the national register. The price shown at checkout is the full price and includes lodging. We aim to send your certificate within 1 working day of the visit, but this is not guaranteed.

Your booking

• Your booking is confirmed when payment is received and you get our confirmation email.
• You must give accurate property details. If the property turns out to be a different size or type than booked (for example a 3-bedroom home booked as a 1-Bed EPC), we may ask for the price difference before lodging the certificate.
• Someone aged 18 or over must be present and give access to the loft, boiler, meters and hot water cylinder. If we can't get access to something we need, we will record what we can see and can only credit improvements you can evidence, which can affect your rating.

Changing or cancelling

• 24 hours' notice or more: you can rearrange for free or cancel for a full refund.
• Less than 24 hours' notice: you can rearrange once for free if we can fit you in. Otherwise we may keep up to half of the price to cover the lost appointment.
• No access on arrival: if we arrive in the booked window and can't carry out the assessment because no one is there or we can't get in, we may keep the full price, and a new visit needs a new booking.
• If we need to cancel or move your appointment, we'll offer a new time or a full refund.
• Refunds go back to the original card, usually within 5 to 10 working days.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you normally have 14 days from booking to cancel a service bought online. By ticking the box when you book, you ask us to carry out the assessment on the date you have chosen. If you cancel inside the 14 days after the visit has been done, you must pay for the service already provided, which is the full price once the visit has happened. If you cancel before the visit and within 14 days, you'll get a full refund.

If something goes wrong

Please tell us as soon as possible and we'll put it right. If the certificate contains an error that we caused, we will correct it and re-lodge it at no cost. We are not responsible for decisions you or others make based on the rating, such as the sale price, or for delays caused by factors outside our control. Nothing in these terms limits your legal rights as a consumer or our liability for anything that can't be limited by law.

Your information

See our privacy policy for how we use your details.

Law

These terms are governed by the law of England and Wales.