Refund Policy

Last updated: 17 March 2026

1. Overview

At Direct EPC, we want you to be completely satisfied with our service. This Refund Policy explains when and how you can request a cancellation or refund for your EPC assessment booking.

2. Cancellation Before Assessment

You may cancel your booking and receive a full refund if:

  • You cancel at least 24 hours before the scheduled assessment appointment
  • No assessor has yet visited the property

To cancel, please contact us at info@directepc.co.uk or call 0800 123 4567 with your booking reference number.

3. Late Cancellation

If you cancel less than 24 hours before the scheduled assessment, or if the assessor arrives and is unable to gain access to the property, a cancellation fee of 50% of the booking price may apply. The remaining amount will be refunded to your original payment method.

4. Cancellation After Assessment

Once the energy assessor has completed the property assessment, the booking is non-refundable, as the work has been carried out. The EPC certificate will be lodged on the official register as standard.

5. Assessor No-Show

If the assessor fails to attend the scheduled appointment without prior notice, you are entitled to a full refund or a free rebooking at a time convenient to you. Please contact us immediately if this occurs.

6. Service Issues

If you are unsatisfied with any aspect of the service, please contact us within 7 days of the assessment. We will investigate the matter and, where appropriate, may offer:

  • A reassessment at no additional cost
  • A partial or full refund
  • Other remedies as deemed appropriate

7. How Refunds Are Processed

Approved refunds will be processed to your original payment method (the card used at the time of booking). Please allow:

  • Processing time: 3–5 business days for us to initiate the refund
  • Bank processing: An additional 5–10 business days for the refund to appear on your statement, depending on your bank

8. Rebooking

If you need to change your appointment date or time, please contact us at least 24 hours in advance. We will do our best to accommodate your preferred schedule at no additional charge. Rebooking is subject to assessor availability in your area.

9. Exceptional Circumstances

We understand that unexpected events can occur. In exceptional circumstances (e.g., bereavement, medical emergency), we will consider refund requests on a case-by-case basis, regardless of the standard cancellation windows above.

10. Contact Us

For all cancellation and refund requests, please contact us at:

Please have your booking reference number ready when you contact us.