Terms & Conditions

Last updated: 16 April 2026

DIRECT EPC

directepc.co.uk

Terms and Conditions for Customers

Effective Date: 26 March 2026

Contact: info@directepc.co.uk

IMPORTANT: Please read these Terms and Conditions carefully before placing a booking through our Platform. By placing a booking, you confirm that you accept these Terms and Conditions and agree to comply with them. If you do not agree, you must not use our Platform or Services.

1. Definitions and Interpretation

In these Terms and Conditions, the following words have the meanings set out below unless the context requires otherwise:

"Assessor" means the energy assessor who is a self-employed, accredited professional assigned by the Company to carry out the EPC assessment. The Assessor is also referred to as the "Service Provider".

"Booking" means a request placed by the Customer through the Platform for an EPC assessment.

"Call-Out Fee" means a fee that may be charged where the Assessor attends the Property but is unable to gain access or complete the assessment due to the Customer's default.

"Company" "we", "us", or "our" means Direct EPC, the operator of the Platform at directepc.co.uk, acting as a Disclosed Agent.

"Customer" "you" or "your" means the individual or entity placing a Booking through the Platform.

"Disclosed Agent" means that the Company acts as an intermediary on a disclosed basis, facilitating the contractual relationship between the Customer and the Assessor. The Company is not itself the provider of the EPC assessment service.

"EPC" means an Energy Performance Certificate as required under the Energy Performance of Buildings (England and Wales) Regulations 2012 (as amended).

"EPC Modeller" means the energy improvement modelling tool made available through the Platform.

"Platform" means the website at directepc.co.uk and any associated applications or systems through which the Company provides its services.

"Property" means the domestic or commercial property at which the EPC assessment is to be carried out.

"Service" means the facilitation by the Company of an EPC assessment, including the assignment of an Assessor and processing of payment.

"Service Fee" means the fee payable by the Customer for the Service, currently fixed at £70 per EPC assessment (subject to change).

2. Company Role as Disclosed Agent

2.1 The Company operates as a Disclosed Agent. This means we act as an intermediary, facilitating the arrangement between you (the Customer) and the Assessor who will carry out the EPC assessment. This agency model is compliant with HMRC's VAT agency requirements.

2.2 The Company does not itself carry out EPC assessments. Our role is limited to:

(a) providing the Platform for you to place Bookings;

(b) assigning a suitably qualified Assessor to carry out the assessment;

(d) providing customer support in relation to the Booking.

2.3 By placing a Booking, you acknowledge and accept that the Company is acting as agent and not as principal in respect of the EPC assessment service.

3. Relationship Between Customer and Assessor

3.1 The contract for the provision of the EPC assessment is between you and the Assessor. The Company facilitates that contract but is not a party to it in respect of the assessment itself.

3.2 The Assessor is a self-employed independent contractor and is not an employee, worker, or agent of the Company for the purposes of carrying out the EPC assessment.

3.3 The Assessor is responsible for the quality and accuracy of the EPC assessment and the resulting certificate.

4. Services Description

4.1 Through the Platform, the Company facilitates the provision of domestic and commercial Energy Performance Certificate assessments.

4.2 The Company may also offer access to the EPC Modeller, an energy improvement modelling tool. The EPC Modeller is currently provided free of charge but the Company reserves the right to introduce charges for this tool with reasonable prior notice.

4.3 The scope of the EPC assessment is determined by applicable legislation and industry standards. The Company does not guarantee any particular EPC rating or outcome.

5. How to Place a Booking

5.1 Bookings are placed online through the Platform at directepc.co.uk.

5.2 To place a Booking, you must:

(a) provide accurate details about the Property, including its address, type, and any relevant access information;

(b) select your preferred appointment date and time (subject to availability); and

5.3 A Booking is confirmed once payment has been successfully processed and you receive a confirmation from the Platform.

5.4 By placing a Booking, you make an offer to enter into a contract for the Service on these Terms. The contract is formed when the Company confirms your Booking.

6. Pricing and Payment

6.1 The Service Fee for a standard EPC assessment is currently £70. The Company reserves the right to vary the Service Fee based on property type, location, or other factors, provided that the price displayed at the time of Booking is the price you will pay.

6.2 All prices are stated in pounds sterling (GBP).

6.3 Payment is due in full at the time of Booking and is processed securely via Stripe. The Company does not store your payment card details.

6.4 You must not make any payment directly to the Assessor. All payments must be made through the Platform.

7. VAT

7.1 As a Disclosed Agent, the Company collects the Service Fee on behalf of the Assessor. VAT treatment of the assessment service depends on the VAT registration status of the individual Assessor assigned to your Booking.

7.2 Where applicable, VAT will be shown on any invoice or receipt provided to you.

8. Selection and Assignment of Assessor

8.1 The Company shall assign an Assessor to your Booking at its sole discretion, based on factors including the Assessor's location, availability, and accreditation.

8.2 One Assessor will be assigned per Booking. The Platform does not operate a competitive quoting system.

8.3 The Company does not guarantee the assignment of any particular Assessor and reserves the right to reassign a Booking to a different Assessor at any time before the assessment takes place.

9. Customer Obligations

9.1 You agree to:

(a) ensure that a responsible adult (aged 18 or over) is present at the Property at the agreed appointment time to provide access to the Assessor;

(b) provide accurate and complete information about the Property at the time of Booking;

(c) allow the Assessor reasonable access to all areas of the Property required for the assessment, including loft spaces, boiler rooms, and all habitable rooms;

(d) ensure the Property is in a safe and accessible condition for the Assessor to carry out the assessment;

(e) comply with all applicable laws and regulations; and

(f) not make any false or misleading representations to the Company or the Assessor.

9.2 If the Assessor arrives at the Property and is unable to gain access within 15 minutes of the agreed appointment time due to your default, a Call-Out Fee may be charged, and the Booking may need to be rescheduled.

9.3 If you identify any error in the EPC certificate, you must report it to the Company within one (1) month of receipt of the certificate so that the matter can be investigated and, where appropriate, corrected.

10. Cancellation and Refunds

10.1 Your right to cancel depends on the stage of your Booking:

(a) Cancellation before an Assessor has been assigned: you are entitled to a full refund of the Service Fee.

(b) Cancellation after an Assessor has been assigned but before the assessment visit: a partial refund may be given at the Company's reasonable discretion, taking into account any costs already incurred.

(c) Cancellation after the assessment has been carried out: no refund is payable, except where the 30-day satisfaction guarantee applies (see section 24).

10.2 If the Company cancels your Booking for any reason (other than your breach of these Terms), you are entitled to a full refund of the Service Fee.

10.3 If the Assessor attends the Property and is unable to gain access due to your default, a Call-Out Fee may apply and any refund of the balance of the Service Fee will be at the Company's discretion.

10.4 Refunds will be processed to the original payment method. Please allow up to 10 working days for the refund to appear in your account.

11. Limitation of Liability

11.1 The Company's role is limited to that of a Disclosed Agent. The Company does not carry out the EPC assessment and is not liable for the acts, omissions, negligence, or defaults of the Assessor.

11.2 To the maximum extent permitted by law, the Company's total aggregate liability to you in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the Service Fee paid by you for the Booking giving rise to the claim.

11.3 The Company shall not be liable for:

(a) any indirect, consequential, or special loss;

(b) loss of profit, revenue, anticipated savings, or business opportunity;

(d) any loss arising from circumstances beyond the Company's reasonable control.

11.4 Nothing in these Terms excludes or limits the Company's liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law.

12. No Guarantee of EPC Rating

12.1 The Company does not guarantee any specific EPC rating or result. The rating assigned to your Property is determined by the Assessor based on the property's characteristics and in accordance with the approved methodology.

12.2 You acknowledge that different assessors may, acting reasonably and in accordance with the methodology, arrive at different ratings for the same property. This does not, in itself, constitute a defect in the service.

13. Disclaimer of Liability for Assessor Acts

13.1 The Company is not responsible for any damage to the Property, personal injury, or loss arising from the Assessor's attendance at or assessment of the Property.

13.2 Any complaint regarding the conduct or work of the Assessor should be raised with the Company through the complaints procedure set out in section 19, and the Company will use reasonable endeavours to facilitate a resolution.

14. Indemnification

14.1 You agree to indemnify and hold harmless the Company, its directors, officers, and employees from and against all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

(a) your breach of these Terms;

(b) your use of the Platform or Service;

(d) your violation of any applicable law or the rights of any third party.

15. Non-Circumvention

15.1 You must not, directly or indirectly, attempt to engage, hire, or contract with any Assessor introduced to you through the Platform outside of the Platform for the provision of EPC assessment services.

15.2 All orders for EPC assessments and all payments must be made through the Platform. You must not make any payment directly to the Assessor or arrange for an assessment outside of the Platform with an Assessor introduced through it.

15.3 This clause survives termination of these Terms and applies for a period of six (6) months following your last Booking.

16. Intellectual Property

16.1 All intellectual property rights in the Platform, including its design, text, graphics, logos, software, and underlying technology, are owned by or licensed to the Company.

16.2 You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for the purpose of placing Bookings and receiving Services.

16.3 You must not reproduce, modify, distribute, or create derivative works based on any content from the Platform without the Company's prior written consent.

16.4 The EPC certificate itself is produced by the Assessor and lodged on the government register. The Company does not claim ownership of EPC certificates.

17. Data Protection

17.1 The Company processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

17.2 By placing a Booking, you consent to the Company sharing your name, contact details, and Property address with the assigned Assessor for the purpose of carrying out the assessment.

17.3 Full details of how the Company collects, uses, and protects your personal data are set out in the Company's Privacy Policy, available on the Platform.

17.4 The Company will not sell your personal data to third parties.

18. Prohibited Activities

18.1 You must not use the Platform to:

(a) submit false, misleading, or fraudulent Bookings or information;

(b) impersonate any person or misrepresent your identity or affiliation;

(d) attempt to gain unauthorised access to any part of the Platform or its systems;

(e) use automated systems (bots, scrapers, or similar) to access the Platform without the Company's written consent;

(f) harass, abuse, or threaten any Assessor, Company employee, or other user; or

(g) use the Platform for any unlawful purpose.

18.2 The Company reserves the right to suspend or terminate your access to the Platform immediately if you engage in any prohibited activity.

19. Complaints Procedure

19.1 If you are dissatisfied with any aspect of the Service, please contact the Company at info@directepc.co.uk.

19.2 The Company will:

(a) acknowledge your complaint within five (5) working days of receipt;

(b) investigate the complaint and aim to provide a resolution within four (4) weeks; and

19.3 If you are not satisfied with the Company's response, you may have the right to refer the matter to an appropriate alternative dispute resolution body or to the courts.

20. Termination

20.1 These Terms remain in effect for each Booking from the date of confirmation until the Service has been completed and any outstanding obligations have been fulfilled.

20.2 The Company may suspend or terminate your access to the Platform at any time if:

(a) you breach any provision of these Terms;

(b) the Company reasonably suspects fraudulent or unlawful activity; or

20.3 Termination does not affect any rights or obligations that have accrued before the date of termination, including any right to receive a refund where applicable.

20.4 Clauses that by their nature should survive termination (including sections 11, 14, 15, 16, 17, and 23) shall continue in full force and effect.

21. Changes to Terms

21.1 The Company reserves the right to amend these Terms at any time. The updated Terms will be posted on the Platform with a revised effective date.

21.2 It is your responsibility to review these Terms periodically. Continued use of the Platform after changes have been posted constitutes your acceptance of the revised Terms.

21.3 If a material change is made that adversely affects your rights, the Company will use reasonable endeavours to notify you by email or through the Platform before the change takes effect.

22. Entire Agreement

22.1 These Terms, together with the Company's Privacy Policy and any Booking confirmation, constitute the entire agreement between you and the Company in relation to the Service.

22.2 These Terms supersede all prior discussions, representations, and arrangements (whether written or oral) relating to the Service.

22.3 Nothing in this clause limits liability for fraud or fraudulent misrepresentation.

23. Governing Law and Jurisdiction

23.1 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

23.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms. However, if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your country of residence.

24. 30-Day Satisfaction Guarantee

24.1 The Company offers a 30-day satisfaction guarantee from the date of delivery of the EPC certificate. If you are not satisfied with the service received, you may contact the Company at info@directepc.co.uk within 30 days.

24.2 Upon receiving your complaint, the Company will investigate and, at its discretion, may:

(a) arrange for a re-assessment of the Property by the same or a different Assessor at no additional cost; or

(b) issue a full or partial refund of the Service Fee.

24.3 This guarantee does not apply where:

(a) you are dissatisfied solely because the EPC rating is lower than expected (see section 12);

(b) changes have been made to the Property after the assessment; or

24.4 The satisfaction guarantee is in addition to, and does not affect, your statutory rights as a consumer.

— End of Terms and Conditions —

Direct EPC | directepc.co.uk | info@directepc.co.uk