Last updated: 27/03/25

At RenewablesAdvice.com (operated by ATGE Plus Ltd), we aim to provide a professional and reliable service for homeowners and landlords booking Domestic Energy Assessments (DEAs). This policy sets out your rights and our responsibilities regarding refunds, cancellations, and rescheduling of assessment appointments.

1. Booking Confirmation and Payment

1.1 Appointments can be requested via our online booking system and must be scheduled at least 4 days in advance. The booking system will automatically only allow this timescale.

1.2 Upon booking, clients will receive an email confirmation and an invoice with payment details.

1.3 Bookings are considered pending until full payment is received. Payment must be made by bank transfer within 2 days of the booking request.

1.4 If payment is not received by 9:00 PM on the third day, we reserve the right to cancel the booking. We will make one attempt to contact you before cancellation.

2. Cancellations by the Client

2.1 You may cancel your booking by emailing us or using our contact form.

2.2 Cancellations made at least 24 hours before the scheduled appointment will be eligible for a full refund.

2.3 Cancellations made with less than 24 hours’ notice may be subject to a partial deduction of up to £40 to cover travel time, administration, or preparation costs. This deduction reflects actual administrative and operational costs incurred by the assessor. By proceeding with your booking, you acknowledge and accept this deduction policy.

2.4 If you fail to attend the appointment or refuse access to the property at the agreed time, no refund will be provided.

3. Rescheduling Appointments

3.1 You may request to reschedule an appointment up to 24 hours before the scheduled time, subject to availability.

3.2 Requests to reschedule within 24 hours may be accepted at our discretion, but we reserve the right to charge an administration fee of up to £25.

4. Refunds After Services Have Been Delivered

4.1 Once the Domestic Energy Assessment has been carried out and the Energy Performance Certificate (EPC) has been lodged, no refunds will be issued.

4.2 If there is a genuine dispute or error in the EPC, please contact us in writing within 7 days of receiving your certificate. We will investigate and, if appropriate, take corrective action.

4.3 We are not responsible for changes in government policy, funding criteria, or energy prices that may affect the value or usefulness of your EPC after it has been issued.

5. Cancellations by Unforeseen Circumstances

5.1 In the rare event that we need to cancel or reschedule your appointment due to unforeseen circumstances (e.g. illness, weather, or technical issues), we will contact you as soon as possible.

5.2 You will be offered the choice of:

  • A full refund, or

  • Rescheduling at the next available appointment slot.

6. How to Request a Refund or Raise a Complaint

Please submit any refund requests, complaints, or concerns through our contact form:
https://renewablesadvice.com/contact-us

We aim to respond to all enquiries within 2 working days.

7. Escalation Procedure

If we are unable to resolve your complaint to your satisfaction, and it relates to a Domestic Energy Assessment, you may escalate the matter to our accreditation body:

Elmhurst Energy Systems Ltd
www.elmhurstenergy.co.uk

We are fully committed to cooperating with their resolution process.

8. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or any other applicable UK legislation.

Questions?

If you are unsure about anything in this policy, feel free to reach out before making a booking. We’re happy to help clarify!