Terms and conditions

These terms apply when you book a domestic energy assessment with Crescent Surveys, whether online, by phone or through an agent. “We” and “us” means the company whose details are shown at the top of this page. “You” means the person or business booking the assessment.

1. What we provide

We carry out a domestic energy assessment of the property you specify and, once the balance has been paid, lodge an Energy Performance Certificate for it on the national register and email you the certificate. The assessment is carried out by a domestic energy assessor accredited by Sterling Accreditation using the government-approved methodology for existing homes.

2. Booking

A booking request is made through our website, by phone or by email. It becomes a confirmed booking when we confirm the date and time slot in writing and the deposit has been paid, or, for account customers, when we confirm in writing. Slots are morning, afternoon or evening; the assessor will confirm a narrower arrival window the day before.

3. Prices, deposit and balance

The price depends on the number of bedrooms and is shown on the Prices page and on the booking form before you confirm. Prices do not include VAT because we are not VAT registered; if that changes, the price shown at the time of booking is the price you pay. A deposit of £30 is payable when you book and is deducted from the price. The balance is due after the visit and before the certificate is lodged. We accept card payments online and, where agreed in advance, cash on the day. Account customers are invoiced and pay within 14 days.

Properties with six or more bedrooms, or unusual layouts, are priced individually and confirmed in writing before the booking is accepted. A travel charge may apply outside our standard postcode areas; it is quoted before you book and never added afterwards.

4. Access and preparation

You must ensure the assessor can access every room, the loft hatch, the boiler, any hot water cylinder, the meters and any extension or conservatory at the booked time, and that a person aged 18 or over is present throughout. Where evidence of insulation, heating installation or building work is not available, the assessor records the property as found, which may produce a lower rating than the property could achieve.

5. Cancellation and no access

You may cancel or move a booking without charge by giving us at least 24 hours’ notice by phone or email, and your deposit will be refunded in full or carried to the new date. If you cancel with less than 24 hours’ notice, or the assessor cannot gain access at the booked time, the £30 deposit is retained to cover the wasted visit. We may need to move a booking because of illness or weather; if we do, you can choose a new date or a full refund of the deposit.

6. Your right to cancel as a consumer

If you are a consumer booking at a distance (online or by phone), you have the right to cancel within 14 days of booking without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By ticking the box on the booking form you ask us to carry out the assessment within that 14-day period. If you then cancel after the visit has taken place, you agree to pay for the work done, which is the full price of the assessment. If you cancel before the visit, clause 5 applies.

7. Photographs and data

The assessor takes photographs of the building and its heating system as required by our accreditation scheme for auditing. They do not deliberately include people or personal belongings and are not published. Personal information is handled as described in our privacy policy. The certificate, including the property address, is public on the national register.

8. The certificate

The certificate reflects the property as found on the day of the assessment and the evidence provided. The rating is produced by the government-approved methodology and we cannot alter it. If you believe the certificate contains a factual error, tell us within 14 days and we will review it and, where appropriate, correct and re-lodge it at no charge.

9. Liability

We hold professional indemnity insurance. We are not liable for losses that were not foreseeable when the booking was made, for business losses where you are a consumer, or for any loss arising from information you gave us that was inaccurate. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit.

10. Complaints

If something has gone wrong, email info@crescentsurveys.co.uk and we will respond within five working days. If you are not satisfied with our response, you may raise the matter with Sterling Accreditation, which operates a complaints procedure for the assessors it accredits.

11. General

These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction. If any part of these terms is found to be unenforceable the rest continue to apply. These terms were last reviewed on the date shown at the top of this page.