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Terms & Conditions

These terms and conditions (“Agreement”) outline the rights and responsibilities of both parties when you book a property assessment with Norfolk Energy & Property Assessments. By booking an assessment, you agree to these terms.

1. Our Service

We are Norfolk Energy & Property Assessments, a company providing Energy Performance Certificates (EPCs) and other property-related services. Our assessors are accredited by Elmhurst Energy and are fully insured and qualified to produce official, government-approved certificates.

  • An EPC is a legal document that rates a property’s energy efficiency and suggests potential improvements.

  • The EPC is valid for 10 years and is lodged on the national register.

  • The assessment is non-invasive. Our assessor will not move furniture, lift carpets, or remove secured panels. We will inspect all safely accessible areas. If parts of the property are inaccessible, this will be noted in the report.

  • Our assessor will need safe access to the property and all services (gas, electricity, water) must be connected and working.

2. Your Right to Cancel

You may cancel your booking at any time.

  • If you cancel your assessment with at least 48 hours’ notice, no cancellation fee will be charged.

  • If you provide less than 48 hours’ notice, a fee of 50% of the total charge will apply.

3. Our Right to Withdraw

We reserve the right to withdraw from an agreed contract under the following circumstances:

  • The property poses a health and safety risk to our assessor beyond normal expectations.

  • Access to the property is so restricted that a complete or accurate assessment cannot be made.

  • Services (gas, electricity, water) are not connected or working during the inspection.

  • A conflict of interest is identified.

In cases where our withdrawal is due to circumstances that could have been prevented by you or your agents (e.g., lack of safe access), we reserve the right to charge an abortive fee, which is 50% of the total charge.

4. Data Protection

We handle your personal information in accordance with the Data Protection Act 2018 (or the current UK data protection legislation). We will only use your data for the purpose of producing and lodging your certificate and will not share it with third parties.

5. Payments and Fees

All payments for our services are due prior to the commencement of work.

  • The fee for your assessment will be confirmed at the time of booking.

  • The EPC will be lodged on the national register and sent to you via email once payment has been received and cleared.

  • If you require a hard copy of the EPC, an additional fee of £15 (including postage) will apply.

  • If an assessment has to be aborted on the day due to reasons beyond our control (e.g., lack of access), an abortive assessment fee of 50% of the total charge will apply.

6. Complaints Procedure

We are committed to providing the best possible service. If you have a complaint, please contact us as soon as possible. We will always try to resolve the issue promptly and to your satisfaction.

  • Step 1: Contact us by email or telephone using the contact page here.

  • Step 2: We will acknowledge your complaint within 5 working days and aim to resolve it as quickly as possible.

  • Step 3: If you are not satisfied with our response, you can escalate your complaint by contacting our accreditation scheme, Elmhurst Energy, for a third-party review.