Terms and Conditions
DESCRIPTION
In these Terms and Conditions, the following words shall have the following meanings:
We” “Us” and “Our” are references trading as Complete EPC.
“EPC Assessor”, “You” and “Your” means an accredited EPC Assessor registered on Complete EPC’s network of Assessors.
“Client”, means the individual, company, partnership or organisation issuing the instruction to use our services.
“Consumer” means consumer as defined in the Consumer Protection (Distance Selling) Regulations 2000.
“The Property” means the premises, being a building as defined under the national legislation as having a requirement for an Energy Performance Certificate (EPC).
“Inspection or Assessment” means the study of those aspects of the property which contribute to the creation of an EPC carried out by the EPC Assessor.
“Instruction” means the agreement to require a Complete EPC registered EPC Assessor to carry out an Inspection under these terms and conditions.
“EPC” means the official document produced by computer software and as determined from time to time by UK government decree.
“Fee” means the amount in pound sterling agreed to be paid by the Client to Complete EPC. This Fee is determined in advance of the initiation of an Inspection. If the price is exclusive of VAT, this shall be clearly indicated in our literature and you will be additionally liable for the same (and for any other applicable taxes). We reserve the right at any time without notice to increase our prices.
“Information” means any information supplied by you to us in connection with the provision of the services, including any information supplied by the Client on any order forms.
“Literature” means our brochures, price lists and advertisements including the content of the website.
“Services” means the supply of services by the EPC Assessor to the Client (excluding any third party services), including but not limited to reports and photographs and other services from time-to-time and includes our instructions to third party suppliers on the Clients behalf.
“Website” means our website located at www.completeepc.co.uk
REGISTRATION AND AUTHORISATION
Any services we provide will be on these conditions as may vary from time-to- time to the exclusion of all other Terms and Conditions.
By registering as a Complete EPC Assessor, you shall be deemed to have accepted these Terms and Conditions. Your continued use of the services shall amount to your acceptance of any variations to these Terms and Conditions.
The Agreement between us (which includes these Terms and Conditions) shall come into existence when we accept your registration in writing, by e-mail, via the website or other means, including the provision of the services.
PAYMENT
Payment is due from the Client on submission of their order for the services of our EPC Assessors, and if we do not receive payment upon order, we reserve the right to cancel the order and terminate the services immediately.
Once payment has been received, it will remain in our Merchant Account. After you have completed the EPC, assigned a valid RRN, and forwarded the certificate to Home Energy Model, we will disburse your payment 3 to 10 days thereafter.
Energy Performance Certificate (S) or any other product (S) or service (S) will only be released when full payment has cleared to our account. To avoid delays, please ensure that payment is made in full and that funds have cleared before the certificate, product, or service is released to you. We accept payments by bank transfer, credit card, or approved online payment portals, and all payments must include the correct reference to enable quick matching to your order. If payment is made closer to the agreed delivery date, release times may vary due to banking processing times, and we will not be able to fulfill or dispatch until funds have cleared. If an invoice is overdue, a late fee may be applied as outlined in our terms and conditions, and delivery of the certificate or service may be postponed until the account shows a cleared balance. If you have any questions about payment methods, expected clearance times, or need assistance with processing your payment, please contact our finance team, and we will be happy to help ensure a smooth and timely release. We appreciate your prompt attention to this matter and look forward to delivering your certificate or service as soon as the payment has been confirmed.
CANCELLATION
The client may reschedule an Inspection via the Customer Area on our Home Energy Model website at https://homeenergymodel.co.uk/ up to 24 hours before the existing appointment without any cancellation or rescheduling fee. Through the online Customer Area, the client can view available alternative dates and times, choose a new slot that fits their schedule, and receive an updated confirmation once the reschedule is processed. The client is responsible for ensuring that the rescheduled appointment satisfies any prerequisites or access arrangements required for the site visit, such as building access, required observations, or access to relevant documentation.
If an Inspection booking is canceled or rescheduled within 24 hours of the scheduled appointment time, a £75 handling fee will be charged. Of this amount, £50 will be payable to the Assessor 2 to 3 days thereafter. The remaining £25 may be retained by Home Energy Model to cover administrative costs associated with last-minute changes, and the client will be notified of the exact deduction and payment timeline. Cancellations or changes made within 24 hours may affect the Assessor’s availability for subsequent appointments.
If an appointment is booked by the Client under false pretenses, the Assessor has the right to retain the EPC until any additional fee incurred is paid to Home Energy Model. Home Energy Model will collect the stated fee from the client and disburse the payment to the Assessor 2 to 3 days thereafter. The Assessor will be notified when Home Energy Model has received the additional fee from the Client. In such cases, Home Energy Model may implement further verification steps to confirm the booking’s legitimacy and may require supplementary information or documentation from the client.
If the Client cancels an appointment with more than 24 hours’ notice, they will be entitled to a full refund of payment in accordance with standard refund policies. Refunds will be processed to the original payment method within a reasonable timeframe, typically 5–10 business days, depending on the payment provider. The client may also request a credit note for future use, issued in lieu of a cash refund if preferred and permitted by the payment platform. For any cancellation or refund inquiries, the client can contact our support team via the Customer Area or the designated support contact details on the website.
To ensure clarity and fairness, both the client and the Assessor will receive written confirmation of any changes to the appointment, including the new date and time or cancellation, and any applicable fees. The client remains responsible for the accuracy of booking details and for complying with all applicable terms and conditions of Home Energy Model. Any disputes regarding fees, rescheduling, or cancellations should be escalated to the support team in writing, referencing the booking number and the date of the original appointment.
CHANGES TO SERVICE
We reserve the right to modify, update, suspend, or discontinue any services described in our materials, website, or agreements at any time to comply with applicable laws, reflect regulatory changes, or improve quality, security, performance, or user experience. We may implement changes without prior notice where permitted by law, but when feasible we will provide reasonable notice via email, on our site, or within the service. Changes may include adjustments to features, functionality, supported platforms, data handling practices, performance levels, pricing, and terms of service. We will strive to ensure changes are practical and made in good faith, and we will communicate material changes with a clear explanation of the impact and any steps customers may need to take to continue using the service effectively. If a change affects service levels, availability, or contractual obligations, we will offer guidance on alternatives or transition options and any support available during the transition. While we aim to minimize disruption, continued use of the service after updates will constitute acceptance of the changes unless stated otherwise. If you have questions or concerns about a particular change, please contact our support team and we will address them promptly. We appreciate your understanding as we adapt to evolving legal requirements and best practices to serve you better.
DELIVERY AND PERFORMANCE
You will, at a date and time agreed with the Client, visit the Property, and carry out an Inspection.
You will be required to contact the Client by telephone at the earliest convenient time to confirm the appointment.
You have confirmed at the point of registering with Complete EPC that you have the necessary qualifications, and current licenses to perform such Inspections.
During the Inspection you will use your reasonable professional endeavours to complete the Inspection, and produce the EPC in a timely manner.
By accepting the Client Terms and Conditions, The Client confirms that you have the right within the Property to take measurements; make diagrams; take photos; and make such notes, as you in your sole discretion believe necessary for the Inspection. The Client agrees that such documents, photos, etc. are the sole property of you and Complete EPC, and the Client has no rights to them in any manner or form. Such documents are made by you as required by the UK legislation in force from time to time, and you are required by law to retain such documents. At the conclusion of a time period set by UK law, you and Complete EPC confirm that we will safely and securely dispose of and destroy all such documents, and will not communicate anything therein to any third party who does not have a legal right to them.
You will exercise all reasonable care regarding safety, practicality and the constraints of being a visitor to the property, which may be occupied.
At all times you will extend the professionalism of Complete EPC on to the Client. You will conduct the Inspection in a courteous and professional manner.
You will not undertake any tests of the drains, heating, electrical or gas installations, domestic appliances or any other services.
You will not arrange for any investigation to be carried out to determine whether or not any hazardous material has been used in the construction of the property.
You will not report or guarantee that the structure meets building regulations or if the ground has sufficient load bearing strength to support the structure.
You will not carry out a building survey, valuation survey, environmental, geographical or any other survey apart from the EPC.
You will issue the EPC within reasonable time from Inspection, no longer than 5 working days thereafter.
In the event that an EPC is not lodged within 5 days from the Inspection, Complete EPC retain the right to refuse payment and instruct an alternative Assessor.
ACCESS TO THE PROPERTY
The Client also confirms that only persons above the age of 16 years will be in charge of the Property throughout the Inspection.
In the event that only minors below the age of 16 years are present, the assessment/survey will be terminated from immediate effect.
It is the Client’s responsibility to ensure that access to the Property is available on the day and at the time agreed. For the avoidance of doubt, the time agreed is considered to extend for one hour later than the agreed time, to cover unavoidable delays. You will not do an external survey or a drive-past survey.
In the event of abusive, threatening, or violent behaviour, or if you are subjected to danger or risks posed by the property, animals or occupants, you will terminate the inspection immediately.
You will not attempt to enter parts of the property where access is not provided, such as sealed lofts and locked rooms.
You will not express an opinion about or advise upon the condition of uninspected parts or issues not related to the energy performance of the property.
If the property is of the type that you are unable to or not qualified to assess then the inspection shall be terminated.
LIABILITY
At the point of registration you have confirmed you are a member of an accredited scheme authorised by HM Government, have Professional Indemnity Insurance and Third Party Risk insurance and all relevant legal items in place to conduct EPC Inspections. It is your responsibility to ensure such legal requirements are in place prior to and during any Inspection. Complete EPC will not be held liable for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation.
No responsibility rests on any party covered by these Terms & Conditions where through the actions of Force Majeure any party is unable or prevented from carrying out or performing its obligations hereunder.
Complete EPC shall have no liability to you for any failure to deliver services you have agreed or any delay in doing so that is caused by any event or circumstance beyond our control including, breakdown of systems or network access, weather conditions, flood, fire, explosion or accident.
All warranties, Conditions and other Terms implied by statute or common law are, to the fullest extent permitted by law, excluded, including where permitted and implied warranties of fitness for a particular purpose.
We shall not be liable for:
Any consequential or indirect loss including, but not by way of limitation, loss of profit or loss of contract, loss of goodwill, reputation or otherwise, arising out of or in connection with the services or the Agreement;
Any damage or loss whatsoever caused by any virus, including damage to your computer equipment, software, data or other property resulting from your access to, use of or browsing of the website.
COPYRIGHT & NEIGHBOURING RIGHTS
The material featured on this site is subject to copyright protection from the owning parties, and as such Complete EPC is permitted full use of such material.
VIRUS PROTECTION
Complete EPC makes every effort to check and test material at all stages of production. It is always wise for users to run an anti-virus program on all material downloaded from the Internet.
Complete EPC cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may occur whilst using material off the Register website.
INDEMNITY
You agree to indemnify us and keep us indemnified from and hold us on demand and harmless from and against all costs, claims, demands, actions, proceedings, liabilities, expenses, damages or losses (including, without limitation, consequential losses and losses of profit, and all interest penalties and legal and other professional costs and expenses) arising out of or in connection with;
Any breach by you of your obligations or these Terms and Conditions;
Any claim by a third party that the services infringe any rights of a third party or any applicable UK or international legislation or regulations.
Without prejudice to clause 9.2, you agree to pay all costs, damages, awards, fees and judgements finally awarded against us rising from such claims and you will provide us with notice of all claims or allegations, full authority to defend compromise or settle such claims and reasonable assistance necessary to defend such claims at your sole expense.
INTELLECTUAL PROPERTY RIGHTS
You acknowledge and agree that any and all copyright connected with the design and development of the website and the contributory software written by us or our suppliers belong to us or are licensed to us;
All trademarks, trade names and domain names which appear in the literature belong to us, or to the relevant third party suppliers.
BREACH OF TERMS AND CONDITIONS
If we suspect that you are in breach of the Terms and Conditions or, if we become aware of any allegation or claim that you may be in breach of these Terms and Conditions, we may in our sole discretion, without notice to you or liability, penalty or obligation on our part, suspend, interrupt or terminate the performance of the services.
COMPLAINTS AND NOTICES
A Client complaint under or in connection with the service provided by a you, instructed via www.completeepc.co.uk will be requested to be sent to us via our Contact link in our website. We will aim to respond to any complaint within 5 working days.
If you have any complaint regarding an Instruction or booking or anything related to Complete EPC, you will be required to inform us of such complaint within 5 working days.
PRIVACY
When a Client places an order with Complete EPC we will record their name, postal address, email address, telephone number(s). We gather this information to allow us to process any orders they have made. The relevant information is then used by us and you to communicate with them on any matter relating to the progress of any order and the provision of the service in general. We may also use information and statistics for the purposes of monitoring usage of the service in order to help us develop the website and our services. These statistics will not include information that can be used to identify any individual.
You will not use any Client information referred to in 13.1 for any other reason but to carry out the Inspection and subsequent EPC.
REVISIONS
This agreement may be revised at any time, without notice, by displaying the revised agreement on the Website.
ACTING AS AN AGENT
Complete EPC act as an agent in placing the instruction for the completion of an EPC or other product.
GENERAL
You shall not be entitled to assign the Agreement or any part of it without our prior written consent.
We may assign the Agreement or any part of it to any person, firm or company.
Your order and these Terms and Conditions constitute the entire Agreement and understanding of the parties and supersede any previous Agreement between the parties. No oral explanation or oral information given by any party shall alter the interpretation of these Terms and Conditions.
The Agreement shall be governed by, and construed in accordance with, English Law and shall be subject to the non-exclusive jurisdiction of the English courts.
The EPC assessor will not be liable for any special, consequential or indirect damages, loss of profits (including direct loss of profits), loss of business, loss of revenue, loss of goodwill or loss of anticipated savings arising out of or in connection with the Terms. The Complete EPC is not liable for any disputes you have with the Energy Performance Certificate, rating or recommendations, any disputes you may have, will have to be taken up with assessor who assess the property, in this case any disputes you can find their details on the Energy Performance Certificate along with their Name, Accreditation Number and Accreditation Scheme.
9.6 The Client accepts that the Fees have been set in relation to the risks being assumed by the EPC assessor under the Terms, and that accordingly the limitations on the liability of the EPC assessor detailed in this Clause are reasonable.
DISCLAIMER
The information on this website is for general purposes only. It is provided by Complete EPC, and while we strive to keep it up to date and accurate, we make no representations or warranties, express or implied, regarding its completeness, accuracy, reliability, suitability, or availability for any purpose related to the website, the information, products, services, or graphics contained herein. Any reliance on such information is at your own risk. We will not be liable for any loss or damage, including indirect or consequential loss or damage, or any loss of data or profits arising from your use of this website.
From time to time we may add new features or information, and some content may become outdated as laws, technologies, and best practices change. Please verify important details and consult a professional when necessary. This site may include links to third-party websites or resources not under our control. We have no control over the nature, content, or availability of those sites, and the inclusion of links does not imply endorsement of or agreement with their views. We do not guarantee the accuracy or safety of third-party content, products, or services and are not responsible for issues arising from your use of those external sites.
We strive to keep the site running smoothly, but interruptions, outages, or technical issues beyond our control may occur. We will make reasonable efforts to restore access promptly and provide notice if extended interruptions are anticipated. Your use of the site is at your own risk, and we do not guarantee uninterrupted access.
We collect and process information in accordance with applicable privacy laws. Any personal data you provide through forms or communications with us will be handled with care and used only for the purpose for which it was collected. We do not sell your information to third parties. If you have questions about privacy, data protection, or our security practices, please contact us. We may use cookies and similar technologies to improve your experience, remember preferences, and analyze site usage; you can adjust your browser settings to manage these features if you wish.
All information is correct at the time of going to press. However, we may update content without notice to reflect changes in products, services, or regulations. If you have any questions, concerns, or recommendations, please contact our team. We appreciate your trust and aim to provide helpful, honest, and practical information to support your energy decisions.