SwiftCerts

Terms & cancellation

Last updated [date]

1. Who we are

SwiftCerts is a trading name of Ready EPC Ltd, registered in England and Wales (company no. 17565152). Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. You can reach us using the details on our contact page.

2. What you're buying, and our role

A domestic Energy Performance Certificate (EPC) for one existing home, produced using the government's RdSAP method and lodged on the official EPC register.

Your EPC is provided by an independent Domestic Energy Assessor, accredited with a government-approved scheme. We act as the assessor's booking agent: we take your booking, find a local assessor and collect the payment on their behalf. When an assessor accepts your booking, your contract for the EPC is with them, and we tell you who they are (their name and accreditation number). The assessor carries out the survey and is responsible for the certificate they lodge. We're responsible for the booking service: arranging it, passing on your details, taking and refunding payments, and keeping you updated.

The price is the assessor's price for your property, which we set and collect on their behalf. It depends on the size of the property and its location, from £65, and is shown before you pay. We take the size from the floor area on the property's most recent EPC; where there isn't one, from the number of bedrooms you give us. Our commission is paid by the assessor out of that price, so there are no other charges unless section 5 applies.

3. Your booking

  • When you book, we place a hold for the price on your card. We only take the payment, on the assessor's behalf, when a local assessor accepts the job; they then phone you (or the contact you gave us) to agree a time.
  • We aim to have an assessor confirmed within one working day. The preferred date you give us is a guide, not a guaranteed appointment.
  • If the register shows the property is bigger than the size you gave us, or it's much larger than a typical home, we may contact you before it's assigned. If we can't carry it out at the price you paid, we'll refund you in full.
  • If no assessor has accepted your booking within 3 days, we cancel it and release the hold automatically, so you're not charged. You don't need to ask. Your bank may take a few days to remove the hold.

4. What we need from you

  • Accurate details about the property and who will give access.
  • Safe access to every room, the loft hatch (if there is one), the boiler and heating controls, and the meters, for about 45–60 minutes.
  • Any paperwork you have that shows improvements the assessor can't see, such as wall or loft insulation guarantees, window certificates or boiler details. Without it, the assessor must use standard assumptions.

5. Missed appointments

If the assessor arrives at the agreed time and can't get in, or can't safely complete the survey, we cancel the booking and refund the price less a £25 fee to cover their wasted visit (see section 7). To move the visit, contact the assessor by 5pm the day before: rearranging is free.

If the assessor doesn't turn up at the agreed time and hasn't told you they're delayed, tell us (reply to your confirmation email or see our contact page). We'll be in touch within 1 working day and you choose: a full refund, or we find another assessor at no extra cost. We record every missed visit against the assessor.

6. Your certificate

  • The rating reflects the assessor's professional survey of the property on the day. We can't change it.
  • EPCs are public: the address, rating and property details are published on the government register. Your name is not.
  • An EPC is valid for 10 years unless a newer one is lodged for the same property.
  • If you think something on the certificate is wrong, tell us and we'll raise it with the assessor. You can also complain to their accreditation scheme, named on the certificate.

7. Your right to cancel

You can cancel within 14 days of booking without giving a reason. By booking, you ask us to start arranging your assessment straight away, within that 14-day period. We handle cancellations and refunds on the assessor's behalf.

  • Before an assessor has accepted your booking: we release the hold on your card and you pay nothing.
  • After an assessor has accepted, up to 5pm the day before the visit: a full refund.
  • From 5pm the day before the visit (the day you agreed with the assessor, or the date you chose when booking if no visit has been agreed yet): we refund the price less a £25late-cancellation fee. Most of it pays the assessor, who has kept that slot for you and can't fill it at short notice.
  • If the assessor can't get in at the time you agreed with them (nobody there, or no access to the property): we cancel the booking and refund the price less the same £25 fee, which mostly pays the assessor for the trip. If you think that's wrong, tell us and we'll look into it.
  • Once the survey has been carried out: the service has been fully provided, so you lose the right to cancel and we can't offer a refund.

To cancel, use the “Manage or cancel your booking” link in your confirmation email: it shows what you'll get back before you confirm. You can also contact us with your booking reference (see our contact page). Refunds go back to your original payment method, usually within 5 to 10 working days.

8. Our responsibility to you

We're responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for business losses, or for loss we couldn't have foreseen. Nothing here limits our liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow us to limit. [Liability cap, if any]

The assessor is responsible to you for the survey and the certificate, and must hold professional indemnity insurance to be accredited. If something goes wrong with either, tell us and we'll take it up with them; you can also complain to their accreditation scheme.

9. Complaints and the law

Please tell us first using our contact page so we can put things right. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.

Trade accounts

Letting and estate agents ordering on a trade account are also bound by the account terms accepted at sign-up. [Link to trade account terms]