Terms & Conditions

What you can expect from us

Our website operates a live diary system which allows appointments to be booked straight into our assessors diaries. When you book an appointment with us, it will be immediately allocated to an assessor. After successfully booking your appointment you will be sent a confirmation email confirming the date and time of the appointment. The confirmation email also provides you with a link should you need to cancel or reschedule your appointment. Appointments take on average 30 mins to complete, but for very small flats this can be as little as 20 mins and for larger or more complex properties this can take up to an hour.

You will receive a reminder email 48 hours before the appointment (if booked this far in advance) and also a text message 1 hour before the appointment (if this option was selected at the time of booking). The assessor may also send you a message advising that they are on their way and provide an ETA. The assessor will attend the property at the agreed time and conduct a survey of the house in order to obtain the required information to produce the Energy Performance Certificate (EPC).

It is important that the assessor have safe access to all rooms in the house. The assessor is likely to need to see such things as Electric Meters, Gas Meters, Boilers and Water Cylinders. The assessor will also need access to the loft space (if there is one), they will bring their own ladders to do so, however if you have loft ladders available the assessor may use these if they deem them to be safe. Our ladders sometimes leave scuff marks on walls, these can usually be cleaned off with a cloth, if you are concerned about this please talk to the assessor at the begining of the appointment so they can work with you to find a safe way to access the loft.

Your EPC will likely be affected by improvements you have made to the property such as cavity wall insulation, floor insulation or loft insulation. It is important to note that our assessors are only allowed to enter these improvements if they are able to gain photographic evidence of the improvement whilst at the property or if they are provided with acceptable documentational evidence of its installation. Cavity wall insulation can be evidenced with the holes usually left behind in the brickwork and loft insulation can be measured in the loft space, however if the property has been repointed or the loft access restricted it can be very difficult to get the required evidence without documentary evidence being provided. It is therefore suggested that you have all documents relating to any improvements available at the appointment.

All our assessors attempt to have EPCs lodged and the link emailed to you by midnight on the day of the appointment. Occassionally, some properties may have unique features that require additional research, the assessor may need additional technical help (that can only be obtained during normal working hours) or the assessor may have IT issues that affect the ability of us being able to lodge the report in the usual timeframe. Our assessors would always (subject to the IT issues mentioned) send an email explaining why they are not able to lodge the EPC and provide a revised timescale.

All EPC’s are lodged to the governments EPC Register and a link will be emailed or text to the email address provided at the time of booking. Please note we do not send any EPC’s by post, they can be easily downloaded and printed if required from the EPC register using the link emailed to you or by doing a simple property search here.

We only undergo checks of the EPC register for the existence of an existing EPC after conducting the appointment. It is therefore your responsibility to check that you actually need an EPC before booking our services, by booking an appointment you confirm that you have checked the register for an existing EPC on your property and where one exists you are confirming your wish to replace that EPC with a new one.at

Payment Terms

During the booking process, you will be asked how you wish to make the payment. Payment for the EPC service will be collected at the time of the appointment. You can choose to pay in cash, via bank transfer, or request an invoice for the service provided. Please note, if you choose to receive an invoice, the EPC will not be lodged on the government register, and the link to access it will not be sent to you until the payment has been received in full.

Rescheduling & Cancellation Policy

You are free to cancel or reschedule any appointment with us up to 24 hours before the appointment start time. If you need to cancel or reschedule you can do this easily using the link provided in your confirmation email. If you are strugging to find this then you can also contact us by email at info@speedyepc.co.uk or you can WhatsApp, text message or call us on 07984 350449 and we’ll be happy to assist.

We want to operate as fair a cancellation policy as possibe for our customers, we know that things happen last minute that can affect your ability to make it to an appointment, but we are usually also not able to resell the appointment slot and so will likely lose money from any late cancellation. We have therefore developed the following schedule of charges for rescheduling and cancellation of appointments with less than 24 hours notice aimed to strike the right balance:

Cancellation within 24 hours of appointment = 100% Charge

Rescheduling of Appointment within 24 hours of appointment but more than 2 hours before = 50% Charge

Rescheduling of Appointment within 2 hours of appointment = 75% Charge

If assessors attends the property (without receiving notice of cancellation or rescheduling) and no one is available to let them in to conduct the survey this will be classed as a “No Show”. If able assessors will always attempt to contact you by phone to ascertain where you are. In the event you are uncontactable, assessors will wait a minimum of 10 mins before they will need to leave and the full fee for the appointment will be charged. Our assessors diaries are usually quite full and even waiting 10 mins can affect their ability to get to the next customer on time. With this in mind, if you are contactable on the day and are just running late, the assessor will always try and wait so long as this does not impact on ther ability to get to their next customer within a reasonable time and we only guarantee to wait 15 mins should you advise us that you are running late.

What if we are late or not able to make the appointment?

We hate letting our customers down, but unfortunately it’s the nature of our job that a number of things can impact on our ability to get to you at the agreed time. Sometimes we will encouter properties that are quite complicated to assess and these can take much longer than expected, we also get affected by traffic and other customers not being able to make their appointments on time. We therefore always ask that you allow at least 30 mins from the scheduled appointment time for us to arrive. We will usually try and send you a message if we are running late as well as a message when we are enroute to you with an ETA.

If we are not able to make it to the appointment within 30 mins of the appointment time we will always offer to reschedule for free or continue to try and make it to you if you prefer. If you’d prefer for whatever reason not to reschedule then we would also be happy to provide cancellation of the appointment for free (so long as this is indicated at the point you are advised of the potential lateness, we will not accept cancellation on the doorstep).

In the extremely rare situation that we are not able to make the appointment due to unforseen circumstances we will always make you aware as soon as possible. If you are made aware more than 24 hours before the appointment we will try and reschedule your appointment for another day or you can cancel the appointment as usual. If we cancel with less than 24 hours notice then we will provide free cancellation or you can choose to reschedule your appointment and we’ll provide a 50% discount to cover any inconvenience.

Online Booking Guarantee

Punctuality Commitment: Speedy EPC Ltd is committed to being on time for every EPC appointment booked through our online platform.
Compensation for Lateness:
- a. Should one of our representatives arrive more than 30 minutes late for an appointment, the customer will be entitled to an immediate £10 discount off the cost of the service.
- b. If the customer decides to cancel the service due to our lateness, Speedy EPC Ltd commits to providing a compensation payment of £10 to the customer. This payment will be made via bank transfer within seven (7) days of receiving the required bank details from the customer.
Appointment Cancellation by Speedy EPC Ltd:
- a. In the rare event that Speedy EPC Ltd is forced to cancel an appointment entirely, the customer will have the option to:
  - i. Rebook the appointment with the £10 discount applied to the service cost.
  - ii. Cancel the service and receive a compensation payment of £10, made via bank transfer within seven (7) days of providing the required bank details.
Proof of Lateness:
- a. The determination of lateness will primarily be based on our internal tracking software. However, if there’s a dispute regarding the timing, the customer can provide alternative reliable proof of lateness, such as video evidence showing the agreed-upon appointment time and the actual arrival time.
- b. In situations where the provided evidence is deemed inconclusive or unreliable by Speedy EPC Ltd, our software’s determination will be considered final.
Payment Details: Should the customer decide to cancel and seek the £10 compensation, they must provide Speedy EPC Ltd with the necessary bank details within a reasonable timeframe to facilitate the bank transfer.
Only valid for online bookings made after 6th September 2023