Terms & Conditions | EPC Improvements
Terms and Conditions
EPC IMPROVEMENTS LTD
TERMS AND CONDITIONS
Last updated: 27 October 2026
CONTENTS
1 - Introduction
2 - Scope of Services
3 - General Exclusions
4 - Quotations, Estimates and Variations
5 - Retainer, Consultancy and Initial Design Fees
6 - Payment Terms
7 - EPC-Underwritten Product Warranties
8 - Workmanship and Manufacturer Warranties
9 - Cancellation Rights, Charges and Refunds
10 - Abortive Visits and Site Access
11 - Servicing, Maintenance and Remedial Works
12 - Liability
13 - Complaints and Dispute Resolution
14 - Company and Regulatory Information
15 - Governing Law
16 - Amendments
Website Terms of Use
1 - INTRODUCTION
These Terms and Conditions govern the consultancy, design, supply, installation, servicing, maintenance, diagnostic investigations and remedial works provided by EPC Improvements Ltd, trading as EPC Improvements ("EPC", "the Company", "we", "us" or "our").
The services, equipment and associated responsibilities forming part of each contract are established by the accepted quotation, agreed specifications, project documentation, service descriptions and any subsequently agreed written variations.
These Terms and Conditions are available at:
https://epc-improvements.co.uk/terms-and-conditions
Where a quotation, proposal or service booking refers to these terms and makes them available before acceptance, acceptance confirms the customer's agreement to the applicable version.
Customers should review these terms before entering into an agreement, particularly the provisions relating to payment, warranties, cancellations, servicing and remedial works.
Where a specific contractual commitment has been expressly agreed in writing, that commitment takes precedence over any inconsistent general provision within these terms.
Any subsequent changes to the website terms will apply to future agreements only, unless otherwise lawfully agreed.
Nothing in these terms excludes or restricts the customer's statutory rights.
2 - SCOPE OF SERVICES
EPC provides consultancy, design, supply, installation, servicing, maintenance and remedial services relating to renewable energy and building services technologies, including:
- Air source and other heat pump systems.
- Solar photovoltaic systems.
- Battery energy storage systems.
- Air conditioning systems.
- Mechanical ventilation with heat recovery (MVHR).
- Underfloor heating systems.
- Associated heating and domestic hot water systems.
- Floor build-up, thermal insulation and associated preparation where specified.
- Screed installation.
- Associated electrical, mechanical and plumbing works where expressly included.
The precise scope of services and equipment is defined within the accepted quotation or service agreement.
The availability of a service on our website or within our marketing materials does not mean that the service is automatically included within any particular quotation.
Services not expressly included within the agreed scope are excluded unless subsequently agreed in writing.
3 - GENERAL EXCLUSIONS
Unless expressly included within the accepted quotation, the following are excluded from installation contracts:
- Primary pipework supplies.
- Electrical first-fix supplies.
- Plumbing beyond the specified equipment and connections.
- Alterations, repairs or modifications to existing or third-party heating systems, distribution pipework, emitters and controls.
- Radiator upgrades or replacement.
- Electrical supply upgrades, consumer unit replacements or network reinforcement works.
- Removal of existing header tanks, oil tanks or redundant equipment.
- Redecoration, plastering and decorative making good.
- Thermal floor insulation, edging strips and screed.
- Heat pump bases, foundations and associated groundwork.
- Power flushing of existing heating systems.
- Scaffolding, cranes, lifting equipment and specialist access equipment.
- Waste disposal and removal of unrelated site materials.
- Installation of finished floor coverings, including tiles, timber, laminate and carpets.
- Thermostat and control wiring.
- Building alterations, penetrations, structural works and associated builders' works.
Where any of the above items are expressly included within the accepted quotation, the specific inclusion will take precedence.
EPC will undertake the testing, commissioning and certification required for the equipment and works included within its contract, in accordance with applicable regulations and scheme requirements.
Responsibility for existing systems, third-party equipment, connections and site preparation will be identified within the quotation or accompanying project documentation where relevant.
4 - QUOTATIONS, ESTIMATES AND VARIATIONS
Quotations and estimates are prepared using the information available at the time of issue.
Unless expressly stated otherwise, they may be subject to:
- A site survey or engineer's inspection.
- Confirmation of building construction and insulation specifications.
- Detailed heat loss or system design calculations.
- Confirmation of final equipment selections.
- Confirmation of equipment positions and available installation space.
- Confirmation of pipework, electrical and ductwork routes.
- Confirmation of access arrangements and site readiness.
- Verification of existing infrastructure and available services.
An estimate provides an indication of anticipated costs and is not necessarily a fixed-price commitment.
A formal quotation will identify the agreed equipment, scope, price and applicable VAT treatment before the customer enters into the contract.
Any requested change to the agreed specification, scope, installation method or programme may affect the contract price and completion schedule.
Variations will be explained and agreed in writing before the additional work proceeds, except where immediate action is reasonably necessary to protect people or prevent damage.
The existence of an installation contract does not mean that subsequent additional works will be provided without charge.
Where applicable, EPC will comply with the Renewable Energy Consumer Code (RECC) and relevant consumer protection legislation.
5 - RETAINER, CONSULTANCY AND INITIAL DESIGN FEES
5.1 - Fees and scope
EPC normally provides initial estimates without charge unless otherwise agreed.
Where a customer wishes to progress beyond the initial estimate and requires further project-specific consultancy, technical assessment or initial design work, a retainer may be required.
The standard retainer fees are:
- Heat pumps: £500 plus VAT.
- Solar PV and battery storage: £150 plus VAT.
- MVHR: £800 plus VAT.
- Underfloor heating: £300 plus VAT.
The applicable technologies, consultancy scope and total amount payable will be confirmed before chargeable work begins.
Unless otherwise agreed, the combined retainer provision includes:
- Up to two hours of sales consultancy across the project.
- Preparation of an initial design for each technology covered by a paid retainer.
- One revision of each initial design within the original agreed brief.
Additional consultations, specialist calculations, further design revisions, detailed installation drawings, site surveys or significant changes to the original requirements may be chargeable.
Any additional costs will be discussed and agreed before work proceeds.
5.2 - Credit against installation
Where the customer proceeds with EPC for a technology covered by a paid retainer, the corresponding retainer fee, excluding VAT, will be credited against the installation price for that technology before the applicable VAT treatment is calculated.
Each technology is treated independently.
A retainer paid for one technology cannot be transferred to another unless expressly agreed by EPC.
Where the customer elects not to proceed with a particular technology, fees earned for consultancy and design work associated with that technology remain payable.
Payment of a retainer does not automatically reserve an installation date or guarantee the original estimated installation price.
5.3 - Cancellation and refunds
Where EPC has commenced the agreed consultancy or initial design services, the proportion of the fee corresponding to services already provided is earned.
Evidence of work undertaken may include consultation records, technical assessments, calculations, drawings, design preparation and project-specific correspondence.
If the customer cancels before completion of these services, EPC may retain an amount proportionate to the work undertaken together with any further reasonable cancellation costs lawfully recoverable.
Once the agreed consultancy and initial design services have been completed, the full corresponding fee has been earned and is non-refundable, subject to applicable statutory rights.
EPC will not charge twice for the same work.
Where a statutory cancellation period applies, the appropriate cancellation information will be provided and the required customer consent obtained before beginning services within that period.
6 - PAYMENT TERMS
6.1 - Installation payment schedule
Unless expressly agreed otherwise, EPC's standard installation payment schedule is:
- 25% upon order confirmation.
- 35% upon ordering of goods.
- 40% upon operational installation, subject to any agreed allocation for a separate handover visit.
The quotation or agreed payment schedule will identify the applicable payment milestones and due dates.
Where RECC requirements apply, deposits and advance payments will be requested, held and protected in accordance with the relevant requirements.
Any applicable retainer credit will be clearly identified and deducted from the relevant installation costs.
6.2 - Operational installation and final payment
For the purposes of determining the operational installation payment milestone, the equipment must have been installed, appropriately tested and confirmed as operational in accordance with the agreed scope.
For heat pumps, this means the system has been demonstrated to produce heating and domestic hot water at source where both functions are included in the specification.
Where only one function forms part of the agreed installation, that function must be demonstrated.
For solar photovoltaic systems, this means the equipment has been safely connected, tested and demonstrated to generate electricity under suitable daylight conditions.
Achievement of this milestone will be recorded and communicated by EPC.
A separate customer demonstration or handover appointment does not automatically delay payment of the installation-stage balance.
Similarly, customer-provided internet connections, Wi-Fi access, third-party applications or other facilities outside EPC's control do not automatically prevent achievement of the installation milestone, provided the agreed essential functions can operate safely.
These provisions do not require customers to pay for materially incomplete or defective work or remove any statutory rights.
6.3 - Separate handover appointments
Where a separate handover appointment remains outstanding, its agreed value will be identified separately within the payment schedule and invoice.
Where no separate value has been agreed, £450 of the existing contract price will be allocated to the outstanding handover appointment and deducted from the installation-stage invoice.
This amount will become payable following completion of the handover appointment.
This allocation does not represent an additional charge.
A deferred handover appointment does not postpone the balance otherwise properly due for completed installation works.
EPC remains responsible for providing the necessary commissioning information, operating and safety instructions, certification and contractual handover documentation.
6.4 - Payment disputes
Customers are required to pay amounts properly due in accordance with the agreed payment schedule.
Where a customer disputes an invoice or particular charge, the concern should be raised promptly with EPC, identifying the amount and reasons for the dispute.
Undisputed amounts remain payable in accordance with the contract.
EPC will not withhold legally required commissioning, compliance or handover documentation solely because a payment is disputed.
Details of any applicable deposit protection, advance-payment protection or insurance-backed workmanship warranty will be supplied where relevant.
6.5 - Servicing and maintenance payments
Unless otherwise agreed in writing, one-off and ad hoc servicing appointments require payment in full in advance.
Payment must be received and cleared before the scheduled appointment.
Where payment has not been received, EPC may postpone the appointment until payment has been made, subject to availability.
Any additional labour, materials, diagnostic work or remedial works will be charged in accordance with the agreed quotation or separately approved charges.
Servicing memberships are subject to the payment arrangements detailed within the applicable membership agreement.
7 - EPC-UNDERWRITTEN PRODUCT WARRANTIES
7.1 - Availability
An EPC-underwritten product warranty is an additional warranty provided directly by EPC Improvements Ltd.
It is not automatically included with all equipment supplied or installed by EPC.
Such cover applies only where expressly identified within the accepted quotation, accompanying warranty schedule or a subsequent written agreement.
The written agreement will specify the equipment covered, warranty duration and applicable conditions.
An EPC-underwritten product warranty is separate from the manufacturer's warranty and EPC's workmanship warranty.
Unless expressly stated, it is not an independent insurance policy or insurance-backed product guarantee.
7.2 - Parts-only cover and associated labour
Unless otherwise expressly agreed, an EPC-underwritten product warranty provides cover for replacement parts or products required to rectify a covered equipment defect.
The warranty does not ordinarily include:
- Call-out charges.
- Diagnostic attendance.
- Fault investigation labour.
- Equipment access and removal.
- Installation of replacement components.
- Testing and recommissioning following component replacement.
Where a fault arises from defective installation workmanship for which EPC is responsible, the applicable workmanship warranty will apply.
Where a component fails independently of EPC's installation workmanship, the existence of an active workmanship warranty does not automatically mean replacement labour is included within the additional product warranty.
Where attendance and labour are chargeable, EPC will explain the charges and obtain customer approval before proceeding.
Where investigations establish that a fault is covered by EPC's workmanship warranty or statutory obligations, necessary investigation and corrective work will be completed without charge, including reimbursement of any corresponding diagnostic fee already paid.
7.3 - Manufacturer labour contributions
Where a manufacturer approves a warranty claim and provides a contribution towards labour, EPC will credit the contribution received against its corresponding labour charges.
The manufacturer's contribution may not cover the complete cost of attendance, investigation, replacement and recommissioning.
Any remaining chargeable balance will be explained to the customer before the work proceeds.
EPC is not required to absorb a shortfall in manufacturer labour contributions unless required under its workmanship warranty, another expressly agreed commitment or applicable law.
7.4 - Warranty commencement
For EPC-underwritten heat pump product warranties, the installation date is the date on which EPC first confirms that the installed unit is operational and producing heating, domestic hot water or both, as applicable.
This date will be recorded and communicated to the customer.
Unless otherwise expressly agreed, the product warranty period commences on that date.
Subsequent paperwork, customer handover, minor adjustments or additional works do not restart or extend the warranty period.
7.5 - Annual servicing requirements
For an EPC-underwritten heat pump product warranty, the equipment must receive its first professional service within 12 months of the installation date and subsequent services at intervals not exceeding 12 months.
Servicing must be undertaken in accordance with the manufacturer's instructions by a suitably qualified and experienced engineer holding any legally required certifications.
Each annual service must be documented in a written report identifying:
- The property and equipment serviced.
- The service date.
- The attending engineer.
- The checks completed.
- Any defects or recommendations identified.
Customers must retain and provide, when reasonably requested in connection with a claim:
- Annual service reports.
- Corresponding service invoices.
- Evidence of payment, with unrelated financial information redacted.
Where servicing is provided without a separate charge or included within another agreement, written confirmation from the service provider may be accepted in place of a separate invoice and payment record.
Where EPC has expressly agreed to provide or arrange servicing, a delay attributable to EPC will not be treated as the customer's failure to maintain the equipment.
7.6 - Product warranty exclusions
Unless otherwise expressly agreed, EPC-underwritten product warranties do not cover routine maintenance, servicing, consumables or normal wear and tear.
EPC may decline a claim to the extent that the relevant defect or damage was caused or worsened by:
- Inadequate servicing or maintenance.
- Misuse or operation contrary to relevant instructions.
- Accidental or deliberate damage.
- External events or environmental causes.
- Unauthorised alterations or repairs by third parties.
- Other circumstances expressly excluded by the applicable warranty agreement, where lawful.
A warranty claim will be assessed in light of the circumstances and the applicable terms.
7.7 - Claims and access
Customers should report suspected warranty faults promptly to:
servicing@epc-improvements.co.uk
Reports should include the property address, equipment information, fault symptoms and available service documentation.
Customers must provide safe and reasonable access for investigation and corrective work.
Where urgent action is required to protect people or prevent further damage, appropriate safety precautions should be taken and supporting records retained.
7.8 - Outstanding payments
Full payment of undisputed sums properly due under the relevant installation contract is a condition of access to the additional benefits of an EPC-underwritten product warranty.
Where an undisputed balance is overdue, EPC may suspend the additional warranty benefits after issuing written notice identifying the outstanding amount and allowing at least 14 days for payment.
Suspension will end once the overdue undisputed balance is settled.
The original warranty expiry date will not be extended by a period of suspension.
This provision does not apply to amounts reasonably withheld in connection with genuine disputes about incomplete or defective work.
It does not restrict remedies available under statutory rights or EPC's workmanship obligations.
7.9 - Existing commitments
These terms do not retrospectively reduce previously agreed warranty commitments.
Any more extensive cover expressly agreed in writing will take precedence over these general provisions.
Nothing within this section restricts the customer's statutory rights.
8 - WORKMANSHIP AND MANUFACTURER WARRANTIES
Unless a longer period is expressly agreed, EPC provides a two-year workmanship warranty from completion of the installation works.
This covers defects caused by EPC's installation workmanship, including work undertaken by subcontractors engaged by EPC.
Where a defect is covered by the workmanship warranty, the necessary corrective works will be completed without charge.
Manufacturer product warranties are separate and subject to the applicable manufacturer's conditions.
Manufacturer warranty cover may include replacement parts without covering all labour, attendance or diagnostic costs.
Where the manufacturer provides a labour allowance, this will be accounted for in accordance with section 7.3.
Routine servicing and maintenance are not included within the installation workmanship warranty unless expressly agreed.
Any applicable insurance-backed workmanship protection will be identified separately, with the relevant policy details provided where required.
Nothing in this section excludes or limits statutory rights in relation to defective goods or services.
9 - CANCELLATION RIGHTS, CHARGES AND REFUNDS
9.1 - Statutory cancellation rights
Customers retain all applicable statutory cancellation rights and any additional rights arising under the relevant Consumer Code.
Where required, EPC will provide the appropriate cancellation information and cancellation form before the contract is entered into.
Where a customer expressly requests that services commence during an applicable statutory cancellation period, EPC will obtain the necessary request and acknowledgements before proceeding.
Any charges following cancellation within that period will be restricted to amounts legally recoverable.
No cancellation charge applies where the customer is legally entitled to terminate because of EPC's breach of contract.
9.2 - Cancellation of accepted contracts
Where a customer cancels an accepted contract outside an applicable right to cancel without charge, EPC may recover reasonable and evidenced losses directly resulting from the cancellation, to the extent permitted by law.
These may include:
- Project-specific design, surveys, technical assessments and preparation already completed under the agreed contract.
- Non-recoverable supplier and subcontractor commitments.
- Equipment ordering, delivery, return or restocking charges reasonably incurred.
- Unavoidable costs associated with reserved installation resources.
- Legally recoverable loss of net profit where the loss cannot reasonably be avoided.
The absence of a retainer does not automatically mean that work undertaken in performing an accepted contract is free of charge.
However, services expressly offered without charge, such as initial estimates, will not retrospectively become chargeable solely because a customer cancels.
9.3 - Calculation of cancellation charges
Cancellation charges will be based on EPC's actual, legally recoverable losses and will not operate as an automatic penalty.
EPC will take reasonable steps to reduce any losses, including cancelling outstanding commitments, obtaining supplier refunds or reallocating resources where practicable.
Relevant savings, recovered costs and payments already received will be taken into account.
EPC will not recover the same cost or loss more than once.
Where a retainer has been paid, the value of consultancy and design services already provided will be assessed under section 5 and accounted for within the overall cancellation calculation.
9.4 - Refunds
Where cancellation charges apply, EPC will provide an itemised explanation of the calculation.
Payments already received may be allocated against amounts lawfully recoverable.
Any refundable balance will be returned within the applicable statutory timescales.
Nothing in these provisions affects the customer's statutory rights.
10 - ABORTIVE VISITS AND SITE ACCESS
Customers are responsible for ensuring the access, preparations and site conditions expressly agreed for EPC's attendance are available.
Where an appointment is cancelled or rearranged with less than 48 hours' notice, or the visit cannot proceed because agreed access or preparation is unavailable, EPC may recover reasonable and evidenced costs directly resulting from the lost appointment.
Any charge will be limited to the amount disclosed and agreed within the quotation or appointment confirmation.
EPC's standard proposed maximum is £360 per affected person, per appointment, per day, subject to the applicable VAT treatment and prior agreement.
Charges will reflect actual recoverable losses rather than an automatic penalty.
EPC will take reasonable steps to minimise costs, including reallocating engineers where possible.
No abortive attendance charge will apply where EPC is responsible for the failed appointment or where charging would conflict with statutory consumer rights.
EPC will explain any applicable charge before invoicing.
11 - SERVICING, MAINTENANCE AND REMEDIAL WORKS
11.1 - General
These provisions apply to all servicing, routine maintenance, diagnostic investigations, breakdown attendance, call-outs and remedial works undertaken by EPC.
Services may be provided for systems installed by EPC or by third-party contractors.
All work is subject to the agreed quotation, service description, manufacturer requirements, safe equipment access and operating conditions at the time of attendance.
11.2 - Annual heat pump servicing
Annual servicing is intended to help maintain the condition, performance, efficiency, safety and reliability of heat pump systems and associated heating and domestic hot water equipment.
Depending on the equipment installed, a standard annual service may include:
- Inspection and cleaning of the outdoor unit, evaporator coil, fan and condensate drainage.
- Review of operating temperatures, system pressures, flow rates and general performance.
- Review of compressor operating hours, start cycles, operating data and recorded faults.
- Inspection of heating controls, thermostats, weather compensation and hot water settings.
- Inspection and cleaning of accessible strainers, magnetic filters and filtration equipment.
- Assessment of system water quality, pH, inhibitor levels and antifreeze protection where applicable.
- Inspection of accessible pipework, system pressure and expansion vessels.
- Inspection of the hot water cylinder, immersion heater and accessible safety equipment.
- Testing of central heating and domestic hot water operation.
- Inspection of accessible external pipework insulation.
- Preparation of a service report containing relevant readings, photographs, findings and recommendations.
The precise checks completed depend on the equipment, system configuration, manufacturer's requirements and prevailing conditions.
Servicing of other technologies, including air conditioning and MVHR, will be undertaken in accordance with the relevant agreed service description.
11.3 - Service labour allowance
Unless expressly stated otherwise in the accepted quotation, a standard annual heat pump service includes up to 90 minutes of labour on site.
Where additional time is required, labour will be charged at £50 plus VAT per hour, calculated in 30-minute increments.
The engineer will explain the reason for additional chargeable labour and obtain approval before proceeding.
The quoted service price excludes additional labour, replacement components, specialist materials and further visits unless expressly included.
Where more than one system is installed, the applicable labour allowance and service charge will be confirmed in the quotation.
11.4 - Existing faults and fault investigations
Where an existing fault or performance concern is identified or reported, the engineer will endeavour to investigate and, where reasonably practicable, rectify the issue within the available service appointment.
The annual service charge does not include unlimited diagnostic work or a guarantee that all existing faults will be resolved.
Certain faults may require specialist diagnostic equipment, more extensive investigation, replacement parts or additional visits.
Where a fault cannot be conclusively identified or corrected during the service, EPC will advise on the likely cause and recommend appropriate next steps.
Additional diagnostic investigations and remedial works may be chargeable, subject to prior agreement.
Diagnostic attendance and labour are chargeable for services properly undertaken even where the fault is not conclusively identified or resolved, except where EPC is legally or contractually responsible for providing the remedy without charge.
Customers should notify EPC of known faults, error codes and performance concerns before the appointment wherever possible.
11.5 - Remedial works and replacement components
Replacement parts, materials and consumables are excluded from the standard service charge unless expressly included.
Where additional works are recommended, EPC will explain the required work and provide pricing or an estimate for approval.
No additional chargeable repair or component replacement will be undertaken without customer authorisation.
Where a component may be covered by an applicable manufacturer's warranty, EPC will advise on the relevant warranty arrangements where reasonably practicable.
Manufacturer warranty cover does not automatically include all associated attendance, diagnostic or labour costs.
Where a fault arises from defective workmanship for which EPC remains responsible, applicable workmanship warranty and statutory rights will take precedence.
11.6 - Third-party installations and pre-existing defects
EPC may undertake servicing and remedial work on systems originally installed by third parties.
Our appointment does not constitute certification, approval or acceptance of responsibility for the original installation, design, equipment selection or previous workmanship.
Any pre-existing defects or deficiencies identified during the visit will be recorded and communicated where appropriate.
EPC is not responsible for pre-existing faults or failures caused by the original installation or work undertaken by others, except to the extent that EPC's own work causes or contributes to the problem.
Any corrective works outside the agreed service scope will be quoted or agreed separately.
11.7 - Servicing limitations
Routine servicing is intended to inspect, maintain and assess equipment within the agreed scope.
It does not guarantee the identification of every existing, intermittent or developing fault.
Certain faults may not be apparent during a service, particularly where equipment is inaccessible or the necessary operating conditions cannot be achieved.
Completion of a service does not guarantee uninterrupted operation or prevent future component failure.
EPC remains responsible for exercising reasonable care and skill when undertaking its contracted services.
11.8 - Equipment access and customer responsibilities
Customers must provide safe and reasonable access to equipment requiring servicing or maintenance.
This includes, where relevant:
- Outdoor heat pump units.
- Hot water cylinders and plant rooms.
- Heating controls and associated equipment.
- Filters, strainers and accessible pipework.
- Electrical isolation points and relevant services.
Customers must ensure that suitable electrical and water supplies are available and inform EPC of known hazards or access restrictions before attendance.
Where equipment cannot safely or reasonably be accessed, the engineer may limit the service to accessible components or recommend a further appointment.
Additional attendance or labour arising from unsuitable access or incomplete site preparation may be chargeable where agreed.
11.9 - Safety concerns
Where an engineer identifies an immediate or significant safety concern, EPC may recommend that the affected system or component is isolated until the necessary corrective work has been undertaken.
Where proportionate and reasonably necessary to address an immediate danger, EPC may take appropriate steps within its competence and authority to make equipment safe.
The reasons for any such action will be explained to the customer and recorded where appropriate.
Further remedial works will be quoted separately unless already included within EPC's contractual or statutory obligations.
11.10 - Service reports
Following a completed service, EPC will provide a service report detailing the relevant checks, operating readings, findings and recommendations.
Where defects or maintenance requirements are identified, these will be communicated to the customer.
The service report records the condition and operation of the equipment as assessed during the visit.
It does not constitute a guarantee against future faults or component failures.
11.11 - Manufacturer warranties and servicing requirements
Annual servicing may be a condition of the applicable manufacturer or EPC-underwritten product warranty.
Customers are responsible for ensuring servicing is undertaken at the required intervals and retaining supporting documentation.
The specific requirements of an EPC-underwritten heat pump product warranty are detailed in section 7.
Completion of an annual service does not automatically create, renew or extend an existing warranty.
Where EPC has expressly agreed to provide servicing under a separate contract or membership, EPC will fulfil the agreed services in accordance with that agreement.
11.12 - EPC Care Plus Membership
Where a customer subscribes to an EPC Care Plus Membership or another servicing plan offered by EPC, the applicable membership agreement will identify:
- The selected membership tier and subscription cost.
- Included annual servicing.
- Applicable discounts and additional benefits.
- Priority appointment provisions where included.
- Any exclusions or limitations.
- Payment arrangements and renewal provisions.
- Cancellation rights and conditions.
Membership benefits apply only in accordance with the terms of the selected plan.
Unless expressly included, fault investigations, replacement components, additional labour and remedial works remain separately chargeable.
Where a specific membership agreement conflicts with these general servicing provisions, the expressly agreed membership terms will take precedence, subject to applicable law.
11.13 - Appointment cancellations and rescheduling
Customers should provide as much notice as reasonably possible when cancelling or rescheduling a service appointment.
The abortive visit provisions in section 10 apply where relevant.
Where EPC cancels an appointment or is unable to attend, an alternative appointment will be offered or a refund provided where required by law.
Cancellation charges will reflect reasonable, evidenced and legally recoverable costs and will not operate as an automatic penalty.
11.14 - Statutory cancellation rights for servicing
Where a servicing or remedial works contract is entered into remotely or away from EPC's business premises, the applicable statutory cancellation rights will be observed.
Where a 14-day statutory cancellation period applies, EPC will provide the required cancellation information.
If the customer expressly requests that services commence during this period, EPC may proceed in accordance with applicable consumer protection legislation.
Where the customer subsequently exercises a valid cancellation right, any charge for services already supplied will be limited to the amount lawfully recoverable.
Where services have been fully performed during the cancellation period, the right to cancel may cease where the required express request and acknowledgements have been properly obtained.
Nothing in this section restricts statutory consumer rights.
12 - LIABILITY
EPC is responsible for foreseeable loss or damage caused by its breach of contract or failure to exercise reasonable care and skill.
EPC is not responsible for loss or damage that was not reasonably foreseeable when the contract was entered into or for problems not caused or contributed to by EPC.
EPC is not responsible for failures arising solely from pre-existing defects, misuse, inadequate maintenance or work undertaken by unrelated third parties, except to the extent that EPC's own acts or omissions caused or contributed to the loss.
For domestic consumer contracts, EPC does not accept responsibility for business losses arising from business use, except where such liability cannot lawfully be excluded.
Nothing in these terms excludes or limits liability for:
- Death or personal injury caused by negligence.
- Fraud or fraudulent misrepresentation.
- Any liability or remedy that cannot lawfully be excluded or restricted.
Nothing in these terms affects the customer's statutory rights.
13 - COMPLAINTS AND DISPUTE RESOLUTION
Complaints should be submitted to:
Customers should provide the installation or service address, a description of the concern and any relevant supporting documentation.
EPC will investigate and respond in accordance with its complaints procedure and any applicable scheme requirements.
Customers must allow EPC a reasonable opportunity to investigate and, where appropriate, rectify concerns, including reasonable access to equipment or the property.
Where a complaint remains unresolved, EPC will provide information regarding any relevant independent complaints or dispute resolution process applicable to the contract.
EPC will observe applicable Consumer Code requirements and statutory obligations.
Nothing in these provisions restricts the customer's statutory rights.
14 - COMPANY AND REGULATORY INFORMATION
EPC Improvements is a trading style of EPC Improvements Ltd.
Registered in England and Wales.
Company registration number: 10497519
Registered office:
15-17 Russell Way
Chelmsford
Essex
CM1 3AA
United Kingdom
VAT registration number: 262444707
Email: info@epc-improvements.co.uk
Website: https://epc-improvements.co.uk
Where finance is offered, EPC acts as a credit broker and not a lender.
EPC Improvements Ltd is authorised and regulated by the Financial Conduct Authority under firm reference number 781156 for its regulated credit broking activities.
Finance is subject to the relevant lender's eligibility criteria, terms and approval.
The applicable lender details and financial information will be provided separately before a finance agreement is entered into.
15 - GOVERNING LAW
These Terms and Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable in the customer's home jurisdiction.
Consumers may bring proceedings in their home courts where permitted by law.
16 - AMENDMENTS
EPC may revise these Terms and Conditions from time to time.
Revised terms will be published on the website and apply to future contracts entered into after their effective date.
Changes to existing contracts require a lawful and expressly agreed variation.
Publication of revised terms does not retrospectively amend existing contractual or warranty commitments.
WEBSITE TERMS OF USE
These terms apply to www.epc-improvements.co.uk ("the Website").
The Website is owned and operated by EPC Improvements Ltd, a company registered in England and Wales under company number 10497519.
Registered office: 15-17 Russell Way, Chelmsford, Essex, CM1 3AA.
1 - TERMS OF WEBSITE USE
These Website Terms of Use, together with our Privacy Policy, explain how visitors may access and use the Website.
Using the Website does not automatically establish a contract for installation, servicing, consultancy, maintenance or supply.
Such contracts arise through the applicable quotation, booking and acceptance processes.
2 - ACCOUNTS AND REGISTRATION
Where users register for an account, they must provide accurate information and keep their details up to date.
Users are responsible for maintaining the confidentiality of login credentials and notifying EPC promptly of suspected unauthorised access.
EPC may restrict or suspend an account where reasonably necessary to address misuse, security concerns or breaches of these terms.
Personal information will be handled in accordance with our Privacy Policy.
3 - SEVERABILITY
If any provision is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply where they can operate independently.
4 - CHANGES TO WEBSITE TERMS
EPC may update these Website Terms of Use from time to time.
The current version will be published on this page.
5 - WEBSITE INFORMATION
EPC may update, amend or remove Website content where appropriate.
General information published on the Website is provided for guidance and does not replace project-specific technical advice, an accepted quotation or agreed system specification.
Customers should contact EPC to confirm information relevant to their proposed installation or service.
Nothing in this section excludes responsibility for statements that form part of a contract or for information EPC is legally required to provide accurately.
6 - ACCESS AND SECURITY
EPC aims to maintain Website availability but cannot guarantee uninterrupted access.
Access may occasionally be restricted for maintenance, updates, security or other reasonable operational requirements.
Users must not:
- Attempt unauthorised access to Website systems.
- Introduce malware, viruses or malicious software.
- Interfere with Website operation or security.
- Use the Website for unlawful purposes.
The Website is intended primarily for users in the United Kingdom.
7 - INTELLECTUAL PROPERTY
EPC and its licensors retain intellectual property rights in the Website and its content, including text, images, graphics, designs and logos.
Users may download or print extracts for personal, non-commercial purposes, provided ownership and copyright notices are retained.
Reproduction, redistribution or commercial use requires prior permission unless otherwise permitted by law.
8 - THIRD-PARTY LINKS
The Website may contain links to third-party websites.
Such links are provided for convenience and do not necessarily constitute an endorsement.
EPC does not control external websites or their content.
Users should review the relevant terms and privacy policies of third-party websites before using them.
9 - WEBSITE LIABILITY
EPC is responsible for foreseeable loss or damage resulting from its breach of these terms or failure to exercise reasonable care and skill.
Nothing in these Website Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded.
Statutory consumer rights remain unaffected.
10 - LINKING TO THE WEBSITE
Users may link to the EPC homepage fairly and lawfully, provided the link does not falsely imply endorsement, approval or association.
EPC may request the removal of links where reasonably necessary to prevent misleading use or protect its rights.
Permission to reproduce Website content may be requested by contacting:
11 - APPLICABLE LAW
These Website Terms of Use are governed by the laws of England and Wales.
Consumers may bring proceedings in their home courts where permitted by applicable law.
Failure by EPC to enforce a particular right on one occasion does not constitute a permanent waiver of that right.
12 - REFERRAL SCHEME
Where EPC offers a customer referral incentive, the reward value, eligibility criteria and any expiry date will be confirmed within the relevant offer.
Unless otherwise specified:
- Referrals must be identified before the referred customer enters into a contract.
- Rewards become payable only after the referred project has been completed and the final balance has been paid in full.
- Rewards are non-transferable and cannot be exchanged for cash.
- Vouchers are subject to the relevant voucher provider's terms.
- Fraudulent referrals, self-referrals or other misuse may result in disqualification.
EPC may amend or withdraw referral schemes for future referrals.
Changes will not remove rewards already earned under an existing offer.
Rewards will normally be issued by email unless an alternative delivery method is agreed.
EPC Improvements Ltd
Registered in England and Wales - Company No. 10497519
15-17 Russell Way, Chelmsford, Essex, CM1 3AA
www.epc-improvements.co.uk