YORK EPC SERVICE LEVEL AGREEMENT Version 1.0 | Effective from: April 2026 Strensall Park, York, YO32 5SF 07849 512 268 | oisin@eborpropertyco.co.uk www.yorkepc.co.uk
1. Introduction
This Service Level Agreement (“SLA”) sets out the terms under which York EPC (“we”, “us”, “our”) provides Energy Performance Certificate services to clients (“you”, “the client”). By submitting a booking request and ticking the agreement checkbox on our booking form, you confirm that you have read and agree to the terms set out in this document.
York EPC is a trading name of Ebor Property Co, based at Strensall Park, York, YO32 5SF. Tel: 07849 512 268. Email: oisin@eborpropertyco.co.uk
2. Scope of Services
This SLA applies to Energy Performance Certificate (EPC) assessments carried out by York EPC under the Reduced Data Standard Assessment Procedure (RdSAP) methodology, conducted by an accredited Domestic Energy Assessor (DEA).
Our service includes the physical assessment of the property, calculation of the energy efficiency rating using government-approved RdSAP software, lodgement of the certificate to the national EPC register, and delivery of the completed certificate to the client.
Our assessment is limited strictly to the areas of the property that are accessible and communicated to us at the time of booking. Access to loft spaces, outbuildings, garages, or other ancillary areas is only included within scope where this has been specifically requested and confirmed in advance. Where no instruction has been provided, such areas will be excluded without further notice.
3. Booking & Confirmation
3.1 All bookings are made via the online booking form at www.yorkepc.co.uk/bookings.
3.2 Submission of a booking request does not constitute a confirmed appointment. A booking is confirmed only upon receipt of an email confirmation from York EPC.
3.3 Email confirmation will be sent within 24 hours of a booking request being submitted.
3.4 It is the client’s responsibility to ensure the contact details provided are accurate and that confirmation emails are received. Please check your spam/junk folder if you have not received confirmation within 24 hours.
4. Service Delivery & Turnaround Times
We aim to deliver all completed EPCs within 48 hours of the appointment. Turnaround times are targets and may be affected by factors outside our reasonable control, including system outages at the national register, extreme weather, or third-party delays. In such cases, we will notify you as soon as reasonably practicable.
5. Cancellations & Rescheduling
5.1 Cancellations by the Client
You may cancel or reschedule a confirmed booking free of charge provided you give at least 24 hours’ notice before the scheduled appointment time. Cancellations made with less than 24 hours’ notice will be subject to a failed appointment fee of 50% of the agreed booking value (see Section 6).
5.2 Cancellations by York EPC
In the unlikely event that we need to cancel or reschedule your appointment, we will notify you as soon as possible and offer to reschedule at a time convenient to you at no extra cost. No cancellation fee will be charged to the client in such circumstances.
6. Failed Appointments & Access Fees
A failed appointment occurs where we attend the property at the agreed time and date but are unable to carry out the assessment due to reasons within the client’s control. The following circumstances constitute a failed appointment:
- No access to the property is available upon arrival
- Incorrect or missing keys are provided
- Mains utilities (gas, electricity, or water) are not active or accessible at the property
- The property is not in a suitable state to carry out the assessment (e.g. rooms are inaccessible or utility meters cannot be reached)
- The client cancels with less than 24 hours’ notice
In all such circumstances, a failed appointment fee of 50% of the agreed booking value will be charged. This covers travel, time, and resource costs incurred. The failed appointment fee will be invoiced and is payable within 14 days of the invoice date. Where a rescheduled appointment is agreed, the full service fee will apply to the rescheduled visit.
7. Pricing & Payment
7.1 All pricing is as listed on our website at www.yorkepc.co.uk at the time of booking, unless a bespoke quote has been agreed in writing prior to the appointment.
7.2 By submitting a booking request and confirming acceptance of our pricing, you agree to pay the listed fee for the service requested.
7.3 Invoices are issued upon completion of the service and are payable within 14 days of the invoice date, unless otherwise agreed in writing.
7.4 We reserve the right to withhold delivery of the EPC until payment has been received in cases of outstanding or overdue invoices.
7.5 Same-Day Booking Surcharge
Where an appointment is requested within 24 hours of the intended service date, a same-day surcharge of 50% of the standard booking value will automatically apply. This is in addition to the standard service fee and reflects the prioritisation of resource and scheduling at short notice. The surcharge will be clearly stated on your invoice. By submitting a same-day booking request, you confirm acceptance of this surcharge.
7.6 Late Payment Charges
Where an invoice remains unpaid beyond the 14-day payment term set out in clause 7.3, a flat late payment fee of £50.00 will be applied immediately upon the due date being missed. Where the invoice remains unpaid for 30 days or more beyond the due date, a further £50.00 will be added to the outstanding balance, and an additional £50.00 will continue to accrue every 30 days thereafter until the invoice is paid in full.
Late payment charges are in addition to the original invoice amount and will be clearly itemised on any revised or final invoice issued. York EPC reserves the right to suspend further services to any client with an outstanding overdue balance until payment in full has been received.
8. Liability
8.1 York EPC holds Professional Indemnity and Public Liability Insurance. Copies of our insurance certificates are available on request.
8.2 Our total liability to you arising out of or in connection with the provision of any individual service shall not exceed the value of the booking in question, regardless of the nature of the claim.
8.3 We are not liable for any indirect, consequential, or economic losses arising from our services, including but not limited to losses arising from property transactions, legal compliance decisions, or reliance on certificate content by third parties.
8.4 EPC ratings are calculated in accordance with the RdSAP methodology as prescribed by government. York EPC accepts no liability for outcomes arising from the rating produced where the assessment has been carried out accurately and in accordance with the applicable methodology.
8.5 Nothing in this SLA limits or excludes liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.
9. Quality & Complaints
9.1 We are committed to delivering accurate, professional EPC assessments. If you are dissatisfied with any aspect of our service, please contact us in the first instance at oisin@eborpropertyco.co.uk or on 07849 512 268.
9.2 We will acknowledge all complaints within 2 business days and aim to resolve them within 10 business days.
9.3 If you believe a certificate contains a material error, please notify us within 5 business days of receipt. We will review and, where appropriate, issue a correction and re-lodge the certificate at no additional charge.
10. Client Obligations
To enable York EPC to carry out the assessment effectively and on time, the client agrees to:
- Ensure that all rooms and areas included within the agreed scope are accessible at the time of the appointment
- Ensure that mains utilities (gas, electricity, and water) are active and that meters are accessible
- Provide accurate and complete information regarding the property at the time of booking, including property type, number of bedrooms, and any known access restrictions
- Notify York EPC of any changes to access arrangements or contact details no later than 24 hours before the scheduled appointment
- Ensure that any occupants or tenants are aware of the appointment and have provided any necessary consent for access
Failure to meet these obligations may result in a failed appointment fee being charged in accordance with Section 6.
11. Intellectual Property
11.1 The EPC and any supporting materials produced by York EPC remain our intellectual property until payment has been received in full.
11.2 Upon receipt of full payment, York EPC grants the client a non-exclusive licence to use the EPC for the purpose for which it was commissioned (e.g. marketing a property for sale or let, or fulfilling a legal compliance obligation).
11.3 The client may share the EPC with relevant parties in the ordinary course of property marketing or management (e.g. listing on property portals, sharing with solicitors or letting agents) without restriction.
12. Data Protection & GDPR
12.1 York EPC is committed to handling all personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
12.2 Personal data collected in connection with bookings (including names, contact details, and property addresses) will be used solely for the purposes of delivering the assessment, lodging the certificate, processing payment, and communicating with the client in connection with those services.
12.3 Personal data is shared with the national EPC register (Elmhurst Energy / Ministry of Housing, Communities and Local Government) as required by law as part of the lodgement process.
12.4 York EPC will not sell, rent, or share personal data with third parties for marketing purposes.
12.5 Personal data will be retained only for as long as is necessary for the purpose for which it was collected, or as required by law.
12.6 Clients have the right to access, correct, or request deletion of their personal data at any time by contacting oisin@eborpropertyco.co.uk.
13. Force Majeure
13.1 York EPC shall not be liable for any failure or delay in performing its obligations under this SLA where such failure or delay results from circumstances beyond its reasonable control.
13.2 Force Majeure Events include but are not limited to: acts of God, extreme weather, fire, flood, pandemic or epidemic, failure of third-party systems (including the national EPC register), government restrictions, or any other event that could not reasonably have been anticipated or prevented.
13.3 In the event of a Force Majeure Event, York EPC will notify the client as soon as reasonably practicable and will use reasonable endeavours to reschedule or resume the service at the earliest opportunity.
13.4 No cancellation or failed appointment fee will be charged where an appointment cannot be fulfilled solely as a result of a Force Majeure Event.
14. Dispute Resolution
14.1 In the event of any dispute arising out of or in connection with this SLA or the services provided, both parties agree to first attempt to resolve the matter informally and in good faith.
14.2 The client should raise any dispute in writing to oisin@eborpropertyco.co.uk. York EPC will acknowledge the dispute within 2 business days and endeavour to propose a resolution within 10 business days.
14.3 If the dispute cannot be resolved informally within 20 business days of it being raised, either party may refer the matter to a mutually agreed independent mediator before pursuing any legal remedy.
14.4 Nothing in this clause prevents either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction where necessary.
15. Governing Law
This SLA is governed by and construed in accordance with the laws of England and Wales. Subject to the dispute resolution process set out in Section 14, any disputes arising under or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.