Refund Policy

DIRECT EPC

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Refund Policy

Effective Date: 26 March 2026

directepc.co.uk

info@directepc.co.uk

1. Overview

This Refund Policy sets out the terms under which customers of Direct EPC may request a refund for Energy Performance Certificate (EPC) assessment services booked through our website at directepc.co.uk.

Direct EPC acts as a disclosed agent, connecting customers with qualified, accredited Energy Assessors. Our standard fee is £70 per EPC, payable online via Stripe at the time of booking.

This policy should be read alongside our Customer Terms and Conditions, which are available on our website. By placing a booking, you confirm that you have read and understood this Refund Policy.

2. Consumer Rights Act 2015

We acknowledge your statutory rights under the Consumer Rights Act 2015. Where our services are supplied to you as a consumer, you are entitled to expect that those services will be carried out with reasonable care and skill, within a reasonable time, and in accordance with any information we have provided about them.

Nothing in this Refund Policy is intended to limit or exclude your statutory rights. Where a conflict arises between this policy and your statutory rights, your statutory rights will prevail.

3. Cancellation and Refund Tiers

Your entitlement to a refund depends on the stage at which you cancel your booking:

3.1 Before an Assessor Has Been Assigned

If you cancel your booking before an Assessor has been assigned to your appointment, you will receive a full refund of £70. The refund will be processed within 5–7 working days.

3.2 After an Assessor Has Been Assigned but Before the Visit

If you cancel after an Assessor has been assigned but before the Assessor has attended the property, you will receive a refund of £55 (the £70 fee minus a £15 administration fee). This fee covers the costs we incur in coordinating the appointment with the Assessor.

3.3 After the Assessor Has Attended the Property

If the Assessor has attended the property and carried out the assessment (in whole or in part), no refund will be issued. At this point the service has been substantially performed.

4. 14-Day Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel a service contract within 14 days of entering into it (i.e. 14 days from the date of booking), without giving a reason.

However, when you place a booking through our website, you request that we begin providing the service immediately (by assigning an Assessor and scheduling the visit). By making this request, you acknowledge and agree that:

• If the service is fully performed within the 14-day cooling-off period, you will lose your right to cancel under the Regulations.

• If you cancel during the 14-day period after the service has partly been performed (for example, after an Assessor has been assigned or has attended), we may deduct reasonable costs for the service already provided, in line with the cancellation tiers set out in Section 3 above.

To exercise your right to cancel within the cooling-off period, please contact us by email at info@directepc.co.uk.

5. 30-Day Satisfaction Guarantee

As advertised on directepc.co.uk, we offer a 30-Day Satisfaction Guarantee on all EPC assessments. If you are not satisfied with the service you received, you may invoke this guarantee as follows:

5.1 Re-Assessment

Notify us by email at info@directepc.co.uk within 30 days of the original assessment. We will arrange a re-assessment of the property at no additional cost to you, carried out by the same or an alternative Assessor.

5.2 Full Refund

If, following the re-assessment, you remain unsatisfied with the service, we will issue a full refund of £70 within 5–7 working days.

5.3 Exclusion — EPC Rating

This guarantee does not apply where your dissatisfaction relates solely to the EPC rating itself. The EPC rating is determined by the property's physical characteristics (such as insulation, heating systems, glazing, and construction type) and is calculated in accordance with the Government's Standard Assessment Procedure (SAP). It is not a matter of Assessor discretion.

If you believe an error has been made in the assessment, please contact us so that we can investigate. Genuine errors will be corrected.

6. Abortive Visits and No-Access Scenarios

If the Assessor attends the property at the agreed time but is unable to gain access within 15 minutes (for example, because no one is present or access is otherwise refused), the visit will be treated as an abortive visit.

In this event:

• A call-out fee may apply, reflecting the Assessor's time and travel costs.

• Any remaining balance of the £70 fee (after deduction of the call-out fee) will be refunded to you.

We will contact you to discuss rescheduling the appointment. A new booking may be required.

7. Cancellation by Direct EPC

If we cancel your booking for any reason (including, without limitation, Assessor unavailability or scheduling conflicts), you will receive a full refund of £70 within 5–7 working days. No administration fee or other deduction will apply.

8. Refund Method and Processing Time

All refunds will be returned to the original payment method used at the time of booking, processed via Stripe.

Refunds are typically processed within 5–7 working days of approval. Please note that the time for the refund to appear in your account may vary depending on your bank or card provider.

9. How to Request a Refund

To request a refund or cancellation, please email us at:

info@directepc.co.uk

Please include the following information in your email:

• Your full name

• The property address associated with the booking

• Your booking reference number (if available)

• The reason for your refund request

We aim to acknowledge all refund requests within 2 working days and to resolve them within 5–7 working days.

10. Complaints

If you are unhappy with how a refund request has been handled, you may raise a formal complaint in accordance with our Complaints Procedure, which is set out in our Customer Terms and Conditions available on our website.

Our Customer Terms and Conditions can be found at directepc.co.uk.

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Direct EPC

Website: directepc.co.uk

Email: info@directepc.co.uk

Effective Date: 26 March 2026