Terms and Conditions
Terms of Service
DEFINITION
Terms and Conditions, the following words shall have the following meanings:
Acceptance of terms and commencement
Acceptance of these terms and conditions occurs when the Client accepts an Instruction or engages Home Energy Model to perform an Inspection. The terms and conditions shall apply from the date of acceptance and shall continue to apply until the termination or expiry of the Instruction, unless otherwise agreed in writing.
Authorized use and access
Access to the Services and the Website is limited to access by the Client or its authorised personnel strictly for the purposes of obtaining the EPC and related Services. The Client shall ensure that any login credentials or access details are kept confidential and are not disclosed to unauthorized persons.
Confidential Information
All information disclosed by either party in connection with the provision of Services which is marked as confidential or which would reasonably be regarded as confidential given the nature of the information and the circumstances of disclosure, shall be treated as confidential and shall not be disclosed to any third party without the prior written consent of the other party, except as required by law or as necessary to perform the Services.
Personal Data and data protection
Each party shall comply with applicable data protection laws in relation to any Personal Data processed in connection with the Services. Personal Data may be processed only for purposes of providing and improving the Services and fulfilling the Instruction. The parties shall implement appropriate technical and organisational measures to protect Personal Data from unauthorized access, disclosure, alteration or destruction.
Intellectual Property
All Intellectual Property rights in the Materials, Reports, EPCs, photographs, models, software, methodologies, and any other works created or used by Home Energy Model in the provision of the Services shall remain with Home Energy Model or its licensors as applicable. The Client is granted a non-exclusive, non-transferable right to use the EPC and related Materials solely for its own internal purposes in relation to the Property, subject to these terms and conditions.
Third party services
The Services may include or require services provided by third parties. Home Energy Model will use reasonable care in selecting third party suppliers, but does not guarantee the performance or conduct of such third parties. The Client acknowledges that any terms imposed by third party suppliers may affect the delivery and cost of the Services.
Fees and VAT
Fees are payable in pounds sterling and are due in accordance with the payment terms specified in the Client’s Instruction or invoice. If the Fee is exclusive of VAT, VAT shall be added at the applicable rate. Home Energy Model reserves the right to review and adjust Fees in accordance with the Agreement and applicable law. Late payments may accrue interest at the statutory rate and may result in suspension of Services.
Information and instructions
The Client shall provide accurate, complete, and timely Information to Home Energy Model as reasonably required to perform the Services. The Client remains responsible for the accuracy and completeness of such Information. Any inaccurate or incomplete Information may affect the quality of the EPC or other Services.
Warranty and limitation of liability
Home Energy Model warrants that it will perform the Services with reasonable care and skill. Except for breaches of essential obligations under applicable law, neither party shall be liable for indirect, special, or consequential loss, loss of profit, or damages arising out of or in connection with the Services. The total aggregate liability of Home Energy Model under or in connection with these terms and conditions shall not exceed the Fees paid or payable under the relevant Instruction in the twelve months preceding the claim, except in the case of willful misconduct or gross negligence.
Force majeure
Neither party shall be liable for failure or delay in performance due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, war, or government action. If a force majeure event continues for a substantial period, either party may terminate the affected Instruction on written notice.
Cancellation and changes
The Client may cancel or amend an Instruction in accordance with the cancellation terms set out in the relevant agreement. Home Energy Model reserves the right to cancel or amend the provision of Services in the event of unforeseen circumstances, provided it has given reasonable notice and, where possible, offered an equivalent alternative.
Assignment and subcontracting
The Client may not assign its rights or obligations under these terms and conditions without the prior written consent of Home Energy Model. Home Energy Model may assign its rights and delegate its obligations to any affiliate or third party as necessary to perform the Services, provided that such assignment does not adversely affect the Client’s rights.
Governing law and jurisdiction
These terms and conditions, and any disputes arising out of or in connection with them, shall be governed by and construed in accordance with the laws of the United Kingdom. The parties submit to the exclusive jurisdiction of the courts of the United Kingdom for the resolution of any disputes.
Notices
Any notice or communication required or permitted under these terms and conditions shall be in writing and delivered by email, post, or such other means as agreed in writing between the parties. Notices shall be considered served on delivery, receipt acknowledged, or, if sent by post, on the date of deemed receipt under applicable law.
Entire agreement
These terms and conditions, together with any Instructions, schedules, and documents expressly referenced herein, constitute the entire agreement between the Client and Home Energy Model relating to the subject matter herein and supersede all prior agreements, understandings, and representations, whether written or oral.
Severability
If any provision of these terms and conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid or unenforceable provision shall be replaced with a valid and enforceable provision that most closely reflects the parties’ original intention.
Waiver
No failure or delay by either party in exercising any right or remedy under these terms and conditions shall operate as a waiver of that right or remedy, nor shall any partial exercise preclude further exercise of that right or remedy.
REGISTRATION AND AGREEMENT
Any services we provide will be on these conditions as may vary from time to time to the exclusion of all other Terms and Conditions.
By registering as a Home Energy Model Assessor, you shall be deemed to have accepted these Terms and Conditions. Your continued use of the services shall amount to your acceptance of any variations to these Terms and Conditions. We may update or modify the Terms from time to time to reflect changes in our services, regulatory requirements, or industry best practices. When changes are made that affect your rights or obligations, we will make a reasonable effort to notify you in writing, by email, or by posting the updated Terms on our website, and you should review those updates carefully. If you do not agree with the revised Terms, you may choose to discontinue use of the services, subject to any termination rights described below.
The Agreement between us (which includes these Terms and Conditions) shall come into existence when we accept your registration in writing, by e-mail, via the website, or through the provision of the services. Upon formation, the Agreement will govern the relationship between you and us and will continue for the duration of your engagement, unless terminated earlier in accordance with these terms. You acknowledge that the Terms, as well as any applicable policies, guidelines, and service level descriptions that we publish, form the entire understanding between us and supersede any prior arrangements.
We may suspend or terminate access to the services in whole or in part at any time if we reasonably believe there has been a breach of these Terms, if there is a security concern, or for maintenance, safety, or compliance reasons. We will endeavour to provide reasonable notice where feasible and to minimize disruption to you. You may terminate your participation in the services by providing notice in accordance with the termination provisions set out in the agreement, subject to any accrued obligations or fees. Upon termination, you must cease using the services and return or destroy any confidential information in your possession, in accordance with our instructions.
You agree to use the services in a manner that is lawful and respectful of others, to keep any access credentials confidential, and to promptly report any suspected misuse or security incident. We may collect and process information about you in order to provide the services, communicate with you, and improve our offerings, in accordance with our privacy and data protection policies. We will implement reasonable technical and organizational measures to protect personal data, and you agree to comply with applicable data protection laws in relation to any data you provide through the services.
These Terms are governed by applicable law in the jurisdiction stated in the agreement, and any disputes will be resolved in accordance with the dispute resolution provisions included therein. If you have any questions about these Terms, or if you would like to discuss a specific circumstance or accommodation, please reach out to us and we will be glad to help. We value your partnership and are committed to providing clear, fair, and supportive terms as we work together to deliver reliable home energy modeling services.
PAYMENT
Payment is due from the Client on submission of their order for the service of our EPC Assessors and if we do not receive payment from them on order, we reserve the right to cancel their order and terminate the services forthwith.
Once payment has been received by the client, it will remain in out Merchant Account. Once you have completed the EPC and assigned a valid RRN and forwarded the certificate to Home Energy Model, we will disburse your payment 3 to 10 days thereafter.
Energy Performance Certificate (S) or any other product (S) or service (S) will only be released when full payment has been paid in full and has cleared to our account. To avoid delays, please ensure that payment is made in full and that funds are fully cleared before the certificate, product, or service is released to you. We accept payments by bank transfer, credit card, or approved online payment portals, and all payments must include the correct reference so they can be matched quickly to your order. In the event of payment being made closer to the agreed delivery date, please note that release times may vary depending on banking processing times, and we will not be able to fulfill or dispatch until funds have cleared. If an invoice is overdue, a late fee may be applied as outlined in our terms and conditions, and delivery of the certificate or service may be postponed until the account shows a cleared balance. If you have any questions about payment methods, expected clearance times, or need assistance with processing your payment, please contact our finance team, and we will be happy to help ensure a smooth and timely release. We appreciate your prompt attention to this matter and look forward to delivering your certificate or service as soon as the payment has been confirmed.
CANCELLATION
The client may reschedule the Inspection through the Customer Area on our Home Energy Model website at https://homeenergymodel.co.uk/ up to 24 hours prior to the existing Inspection appointment without incurring any cancellation or rescheduling fee. By using the online Customer Area, the client can view available alternative dates and times, select a new slot that suits their schedule, and receive an updated confirmation once the reschedule is processed. It is the client’s responsibility to ensure that the rescheduled appointment aligns with any prerequisites or access arrangements required for the site visit, such as building access, required observations, or access to relevant documentation.
If an Inspection booking is cancelled or rescheduled within 24 hours of the scheduled appointment time, a £75 handling fee will be charged. Of this amount, £50 will be payable to the Assessor 2 to 3 days thereafter. The remaining £25 may be retained by Home Energy Model to cover administrative costs associated with last-minute changes, and the client will be notified of the exact deduction and the timeline for payment. The client should be aware that cancellations or changes made within 24 hours may affect the availability of the Assessor for subsequent appointments.
If an appointment is booked by the Client under false pretence, the Assessor has the right to retain the EPC until any additional fee which may be incurred is paid to Home Energy Model. Home Energy Model will be responsible for collecting the said fee from the client. Following receipt of the additional fee, Home Energy Model will disburse the payment to the Assessor 2 to 3 days thereafter. The Assessor will be notified when Home Energy Model has received the additional fee levied by the Assessor from the Client. In such cases, Home Energy Model may implement further verification steps to confirm the legitimacy of the booking and may require supplementary information or documentation from the client.
If the Client cancels an appointment with more than 24 hours’ notice, they will be entitled to a full refund of payment in accordance with standard refund policies. Refunds will be processed through the original payment method within a reasonable timeframe, typically 5–10 business days, depending on the payment provider. The client may also request a credit note for future use, which will be issued in lieu of a cash refund if preferred and permitted by the payment platform. For any cancellation or refund inquiries, the client can contact our support team via the Customer Area or by using the designated support contact details provided on the website.
To ensure clarity and fairness, both the client and the Assessor will receive written confirmation of any changes to the appointment, including the new date and time or cancellation, and any applicable fees. The client remains responsible for ensuring the accuracy of booking details and for complying with all applicable terms and conditions of Home Energy Model. Any disputes regarding fees, rescheduling, or cancellations should be escalated to the support team in writing, with reference to the booking number and the date of the original appointment.
CHANGES TO SERVICE
We reserve the right to modify, update, suspend, or discontinue any services described in our materials, literature, website, or agreements at any time in order to comply with applicable statutory requirements, to reflect changes in regulations, or to improve quality, security, performance, or user experience. We may implement such changes without prior notice where permitted by law, but when feasible we will provide reasonable notice through email, on our site, or within the service itself. Changes may include adjustments to features, functionality, supported platforms, data handling practices, performance levels, pricing, and terms of service. We will strive to ensure that changes are practical and made in good faith, and we will communicate material changes with a clear explanation of the impact, including any steps customers may need to take to continue using the service effectively. If a change affects service levels, availability, or contractual obligations, we will offer guidance on alternatives or transition options and what support we can provide during the transition. While we aim to minimize disruption, your continued use of the service after such updates will constitute acceptance of the changes unless stated otherwise. If you have questions or concerns about a particular change, please contact our support team and we will work with you to address them in a timely and helpful manner. We appreciate your understanding as we adapt to evolving legal requirements and best practices to serve you better.
DELIVERY AND PERFORMANCE
You will, at a date and time agreed with the Client, visit the Property, and carry out an Inspection.
You will be required to contact the Client by telephone at the earliest convenient time to confirm the appointment.
You have confirmed at the point of registering with Home Energy Model that you have the necessary qualifications, and current licenses to perform such Inspections.
During the Inspection you will use your reasonable professional endeavours to complete the Inspection, and produce the EPC in a timely manner.
By accepting the Client Terms and Conditions, The Client confirms that you have the right within the Property to take measurements; make diagrams; take photos; and make such notes, as you in your sole discretion believe necessary for the Inspection. The Client agrees that such documents, photos, etc. are the sole property of you and Home Energy Model, and the Client has no rights to them in any manner or form. Such documents are made by you as required by the UK legislation in force from time to time, and you are required by law to retain such documents. At the conclusion of a time period set by UK law, you and Home Energy Model confirm that we will safely and securely dispose of and destroy all such documents, and will not communicate anything therein to any third party who does not have a legal right to them.
You will exercise all reasonable care regarding safety, practicality and the constraints of being a visitor to the property, which may be occupied.
At all times you will extend the professionalism of Home Energy Model on to the Client. You will conduct the Inspection in a courteous and professional manner.
You will not undertake any tests of the drains, heating, electrical or gas installations, domestic appliances or any other services.
You will not arrange for any investigation to be carried out to determine whether or not any hazardous material has been used in the construction of the property.
You will not report or guarantee that the structure meets building regulations or if the ground has sufficient load bearing strength to support the structure.
You will not carry out a building survey, valuation survey, environmental, geographical or any other survey apart from the EPC.
You will issue the EPC within reasonable time from Inspection, no longer than 5 working days thereafter.
In the event that an EPC is not lodged within 5 days from the Inspection, Home Energy Model retain the right to refuse payment and instruct an alternative Assessor.
ACCESS TO THE PROPERTY
The Client also confirms that only persons above the age of 16 years will be in charge of the Property throughout the Inspection.
In the event that only minors below the age of 16 years are present, the assessment/survey will be terminated from immediate effect.
It is the Client’s responsibility to ensure that access to the Property is available on the day and at the time agreed. For the avoidance of doubt, the time agreed is considered to extend for one hour later than the agreed time, to cover unavoidable delays. You will not do an external survey or a drive-past survey.
In the event of abusive, threatening, or violent behaviour, or if you are subjected to danger or risks posed by the property, animals or occupants, you will terminate the inspection immediately.
You will not attempt to enter parts of the property where access is not provided, such as sealed lofts and locked rooms.
You will not express an opinion about or advise upon the condition of uninspected parts or issues not related to the energy performance of the property.
If the property is of the type that you are unable to or not qualified to assess then the inspection shall be terminated.
LIABILITY
Thank you for choosing Home Energy Model. To help you understand the safeguards and responsibilities involved, we would like to expand on these terms so you have a clearer view of how they apply in practice.
At registration you have confirmed that you are a member of an accredited scheme authorised by HM Government, that you hold Professional Indemnity Insurance and Third Party Liability insurance, and that all other relevant legal items required to conduct EPC Inspections are in place. It is your responsibility to ensure that such legal requirements remain current and in effect before and during any Inspection. You should keep your certificates, policy documents and evidence of cover readily available for review upon request. We may ask you to provide proof of cover and to notify us promptly of any changes or lapses in your insurance or accreditation.
Home Energy Model will not be held liable for any indirect or consequential loss, damage or expenses (including loss of profits, business, or goodwill) howsoever arising out of any problem you notify to us under this condition, and we shall have no liability to pay any money to you by way of compensation. This limitation applies even if we have been advised of the possibility of such losses or damages in advance. We strongly recommend you maintain appropriate risk management measures in your own operations, including regular backups of data, robust security practices, and contingency planning, to mitigate potential disruptions to your EPC services.
No responsibility rests on any party covered by these Terms & Conditions where through the actions of Force Majeure any party is unable or prevented from carrying out or performing its obligations hereunder. For the purposes of these terms, Force Majeure includes events beyond reasonable control such as natural disasters, acts of government, terrorism, war, strikes, pandemics, or other emergencies that prevent performance or cause significant disruption. In such cases, obligations will be suspended for the duration of the Force Majeure event, and we will work with you to agree a practical plan to resume services when feasible.
Home Energy Model shall have no liability to you for any failure to deliver services you have agreed or any delay in doing so that is caused by any event or circumstance beyond our control including, but not limited to, breakdown of systems or network access, weather conditions, flood, fire, explosion or accident. Where practically possible, we will inform you of anticipated delays and will provide a revised timeline. We may offer alternative arrangements or reschedule inspections to minimize disruption, subject to availability and safety considerations.
All warranties, Conditions and other Terms implied by statute or common law are, to the fullest extent permitted by law, excluded, including where permitted and implied warranties of fitness for a particular purpose. This does not limit your statutory rights in relation to services that are performed negligently or not in accordance with applicable law, where such rights cannot be contractually disapplied. Nothing in these Terms shall be interpreted to restrict any claims you may have for personal injury or property damage caused by negligence, to the extent required by applicable law.
We shall not be liable for:
Any consequential or indirect loss including, but not by limitation, loss of profit or loss of contract, loss of goodwill, reputation or otherwise, arising out of or in connection with the services or the Agreement. This limitation also applies to losses arising from delays, partial performance, or failure to meet service levels, unless such losses are caused by our gross negligence or willful misconduct to the extent prohibited by law.
Any damage or loss whatsoever caused by any virus, including damage to your computer equipment, software, data or other property resulting from your access to, use of or browsing of the website. You are responsible for implementing appropriate antivirus and security measures on your own systems and for ensuring that any downloadable content is sourced and used in a safe manner.
Data protection and confidentiality: We will process your personal data in accordance with applicable data protection laws and our privacy notice. We may use any information you provide to deliver and improve our services, communicate with you about inspections, and comply with legal requirements. We will take reasonable steps to protect your information from unauthorized access or disclosure. You should likewise ensure that any confidential information you share with us is handled securely and in compliance with your own obligations to third parties.
Indemnity: You agree to indemnify and hold harmless Home Energy Model, its officers, employees and agents from and against any claims, damages, losses, liabilities, costs and expenses (including reasonable legal fees) arising out of your actions or omissions in connection with the EPC inspections, including failures to maintain required insurance, breaches of applicable law, or misrepresentation about your qualifications or accreditation.
Governing law and dispute resolution: These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which Home Energy Model operates. Any disputes arising out of or in connection with these Terms shall be resolved first through good faith negotiations, and if unresolved, through mediation or arbitration in accordance with applicable rules. You retain any rights to pursue court action only if required by law or if the dispute cannot be resolved through the agreed process.
Insurance specifics and cooperation: You agree to maintain the specified levels of insurance and to provide evidence of cover as requested. In the event of a claim or incident that could affect your ability to perform inspections, you must notify us promptly and cooperate with any investigation or remediation efforts. Where required by law or as a condition of service, you may be asked to provide additional documents or certificates, which we will treat as confidential.
Notification of problems: If you become aware of any problem, defect, or potential risk related to an inspection or our services, please notify us promptly in writing. We will assess the issue and determine appropriate steps, which may include corrective actions, temporary suspension of services, or escalation to our technical or compliance teams for review.
By continuing to use our services, you acknowledge that you have read, understood, and agree to these expanded terms, including the limitations of liability, insurance requirements, data protection, indemnity, and dispute resolution processes. We value your partnership and are committed to supporting safe, compliant, and high-quality EPC inspections. If you have any questions or need clarification on any point, please reach out and we will be glad to discuss it with you.
COPYRIGHT & NEIGHBOURING RIGHTS
The material featured on this site is protected by copyright held by the respective owners, and Home Energy Model has obtained the necessary permissions to present and use certain portions of that material in accordance with applicable licenses. Users should understand that copyright restrictions still apply to any content they access here, and this site does not waive those rights. Home Energy Model is permitted to use, reproduce, and display the material for informing and educating visitors, researching energy topics, and supporting related projects in a manner consistent with the licenses under which the content was provided. Reproduction, redistribution, or reuse of copyrighted material beyond the scope of these permissions may require additional authorization from the rights holders. If you wish to reuse or quote material from this site for commercial purposes, scholarly work, media, or any other distribution, please obtain the necessary rights directly from the original copyright owners and adhere to any attribution guidelines they specify. Linking to the site or to specific pages is generally allowed, but please do so in a way that does not imply endorsement or misrepresent the source. If you have questions about what you can legally use or if you need permission for a particular use, you can contact us with details about your intended use, and we will guide you through the appropriate steps. While we strive to provide accurate and up-to-date information, the content may be subject to change, and we cannot guarantee its completeness or faultlessness. Users are encouraged to verify critical information and to respect the rights of copyright holders in all circumstances.
VIRUS PROTECTION
Home Energy Model makes every effort to check and test material at all stages of production to ensure quality and reliability. However, it is always wise for users to run an up-to-date antivirus program on all material downloaded from the Internet and to keep their security software current to help protect against newer threats. In addition, users should verify the source of downloads, check for any accompanying notices or license terms, and ensure that the material is compatible with their system before installation or use. We recommend creating regular backups of important data and to follow best practices for safe browsing and download hygiene.
Home Energy Model cannot accept any responsibility for any loss, disruption, or damage to your data or your computer system which may occur whilst using material off the Register website. By accessing and using our material, you acknowledge that you use it at your own risk and agree to comply with all applicable laws and licensing terms. We do not warrant that the material will be free from errors, secure, or uninterrupted, and we cannot guarantee compatibility with every device or software configuration. If you have any questions about the material, licensing, or usage rights, please contact us for clarification. For those who rely on the material for critical tasks, we strongly advise performing tests in a controlled environment and not on systems where data integrity is mission-critical.
INDEMNITY
You agree to indemnify us and keep us indemnified from and hold us harmless on demand against all costs, claims, demands, actions, proceedings, liabilities, expenses, damages or losses (including, without limitation, consequential losses and losses of profit, and all interest, penalties and legal and other professional costs and expenses) that arise out of or in connection with any situation described below. This includes any breach by you of your obligations under these Terms and Conditions, as well as any claim by a third party that the services infringe any third party rights or any applicable UK or international laws or regulations. To make this clear, you will bear the responsibility for paying all costs, damages, awards, fees, and judgments that are finally awarded against us as a result of such claims. You will promptly provide us with notice of all claims or allegations, grant us full authority to defend, compromise, or settle such claims, and render reasonable assistance as needed to defend those claims, all at your sole expense.
We may, at our option, assume exclusive control of the defense and settlement of any claim at any time, including selecting counsel and approving settlements, provided that such control will not be exercised in a manner that would compromise applicable law or public policy. You acknowledge that we may, if appropriate, enter into settlements or concessions that limit or resolve the claim, and you agree not to oppose such actions so long as they protect our interests and are reasonable under the circumstances. You also agree to cooperate fully by providing information, documents, or access to personnel as needed, and to promptly respond to inquiries or requests from us or our chosen representatives. In the event of any claim arising from your use of the services, you agree to take such steps as are reasonably necessary to prevent or mitigate damages and to cooperate with us in pursuing available remedies against any responsible third party.
This indemnity covers claims related to breaches of representations, warranties, or covenants in these Terms and Conditions, as well as any allegations that the services infringe third-party rights or violate laws, regulations, or industry standards. It also includes indirect or consequential damages and any penalties or interest awarded in connection with such claims. If you have any questions about the scope or application of this indemnity, you should seek independent legal advice to ensure you understand your obligations and the impact on your business.
INTELLECTUAL PROPERTY RIGHTS
We acknowledge and agree that all copyright in the design and development of the website and the contributory software created by us or our suppliers remains vested in us or is licensed to us, and that such rights include any underlying source code, structure, layout, images, graphics, and documentation. We also confirm that any and all rights to modify, reproduce, distribute, display, perform, or create derivative works are reserved for us or for the licensees who hold valid permissions, subject to any terms of use that may apply. In addition, we recognize that any trademarks, trade names, and domain names that appear in our materials or on the site are owned by us or by the relevant third party suppliers, and that such marks are protected by applicable intellectual property laws. We commit to honoring those rights and to using them only in accordance with the permissions granted, licenses, or agreements in place. Where third party components or open source software are incorporated, we will ensure that the respective licenses are complied with and that any required notices, attribution, and disclaimers are provided in a clear and accessible manner. We also reserve the right to update or modify the design, software, and branding as needed, while continuing to respect the ownership and licensing terms that apply to each element. If you need any clarification or a copy of the specific licenses governing particular assets, please contact us so we can provide the appropriate documentation and guidance. Our aim is to maintain transparent, lawful, and responsible use of all intellectual property, and to protect the interests of all parties involved.
BREACH OF TERMS AND CONDITIONS
If we suspect that you are in breach of the Terms and Conditions or, if we become aware of any allegation or claim that you may be in breach of these Terms and Conditions, we may in our sole discretion, without notice to you or liability, penalty or obligation on our part, suspend, interrupt or terminate the performance of the services. We want to explain what that could mean in practical terms and why this matters for everyone using the service.
First, a suspension or interruption might involve temporarily pausing access to certain features, limiting the use of your account, or delaying specific functions while we investigate the situation. A termination would permanently end your access to the services. In either case, our priority is to protect the safety, security, and integrity of the service for all users, as well as to comply with applicable laws and contractual obligations. This action could be taken if there is suspected misuse, violations of our policies, payment issues, security risks, or any behavior that could harm other users or the platform.
In many cases, we may determine that a notice is appropriate, and we will try to communicate with you to explain what happened, what needs to be addressed, and how you can restore normal service, if possible. However, there may be situations where notifying you beforehand is not feasible or could compromise security, safety, or the investigation. Regardless of the notification, you remain responsible for reviewing the Terms and Conditions and for addressing any issues that led to the action.
If your access is suspended or you are otherwise restricted, you may experience interruptions to data, features, or services. It is important to understand that we may preserve data for legal, security, or operational reasons, and we may retain records as required by law. During a suspension or termination, you should not attempt to access or exploit the service in ways that could extend or bypass the action being taken.
To help resolve issues quickly, we may provide guidance on steps to remediate the problem, such as correcting policy violations, settling outstanding payments, or updating account information. You may contact our support team to discuss the situation, request clarification, or seek a potential path to restore access, though any restoration is at our sole discretion and subject to the terms we enforce.
We do not waive any rights by taking action under these terms, and taking such action does not limit our right to pursue any other remedies that the law allows. If you have questions about why a particular action was taken or how to prevent similar issues in the future, we are here to help and can offer general information to help you stay compliant and keep your use of the service smooth and secure.
COMPLAINTS AND NOTICES
We understand that you may have concerns about the service you have received from Home Energy Model. If you wish to raise a complaint, please submit it through the Contact Us on our website at homeenergymodel.co.uk. Once we receive your message, we will acknowledge your complaint and begin our review.
We aim to respond to all complaints within five working days from the date we receive them. In our initial response, you can expect confirmation that your complaint has been logged, a brief summary of the issue, and an outline of the next steps we will take to investigate and resolve it. If we need any additional information to assist with the investigation, we will ask you to provide it, and we will set a reasonable deadline for when it is needed.
Our goal is to handle every complaint fairly and promptly. During the investigation, we may review relevant records, correspondence, bookings, communications, and instructions related to your case. If appropriate, we may also contact you for clarification or to discuss potential solutions. You will be kept informed of progress at regular intervals, and we will provide a final resolution plan or outcome once the investigation is complete.
If your complaint concerns an instruction, a booking, or any other aspect of the service provided by Home Energy Model, please ensure you include as much detail as possible in your initial submission. This should include your full name, contact information, a clear description of the issue, dates and times of any relevant events, and any supporting documents or evidence you can share. This will help us address your complaint more quickly and accurately.
If you are not satisfied with the initial response, you have the right to request a further review. We will outline the steps for escalation and provide an updated timeline for the additional review. Our aim is to resolve all complaints in a manner that is fair, transparent, and satisfactory to you.
Thank you for bringing your concerns to our attention. We appreciate your cooperation and will strive to learn from every complaint to improve our services for all clients.
PRIVACY
When a Client places an order with Home Energy Model, we record essential information such as their name, postal address, email address, and telephone number(s). We collect these details to ensure we can accurately process orders, verify identification if needed, and keep clear records of communications related to each order. This helps us confirm what was agreed, track progress, and provide timely updates about the status of the service.
The information we collect is used to communicate with the Client regarding any matter connected to the order, including scheduling inspections, arranging appointments, and coordinating any required steps for the provision of the service in general. It also supports us in delivering a smooth and transparent experience, so Clients can receive relevant notices about changes, delays, or additional requirements related to their order.
In addition, we may use information and statistics in aggregate form to monitor how the service is used. This helps us improve our website, features, and overall service delivery. Any statistics we collect will be anonymized so that individual Clients cannot be identified from the data.
We want to be clear that Client information is collected and used strictly for purposes related to the Inspection and the subsequent Energy Performance Certificate (EPC). We do not use or disclose personal data for unrelated purposes. Your information will be kept secure and access will be limited to authorized personnel who need it to perform their duties. We will not share Client data with third parties outside of what is necessary to carry out the Inspection and EPC, unless we have your explicit consent or unless the law requires it.
Clients have the right to request access to their personal information, request corrections if something is inaccurate, and ask us to delete data when it is no longer needed for the purposes stated. We will respond to such requests in a timely and respectful manner. We also aim to minimize the data we collect and retain only what is necessary to complete the order and deliver the EPC, after which we will review retention periods and securely delete outdated information.
If you have any questions about how we handle your information, or if you wish to exercise your rights, please contact us. We are committed to protecting your privacy and ensuring a reliable, transparent, and user-friendly experience throughout your interaction with Home Energy Model.
REVISIONS
We may revise this agreement at any time and, in general, we will display the revised terms on the Website for you to review. To help you stay informed, we will make reasonable efforts to notify you when substantial or material changes affect important rights or obligations you have with respect to the Website or the services we provide. Material changes will be clearly identified, and the updated terms will show an updated effective date so you can easily see when the changes take effect.
We encourage you to review the terms periodically and before continuing to use the Website or related services after any changes. Your continued use after the revised terms are posted will be treated as your acceptance of the updated terms. If you do not agree with the updated terms, you should stop using the Website and related services and, if applicable, cancel your account to avoid continuing obligations under the new terms.
For your convenience, past versions of the agreement may be archived and accessible for reference. You can review previous versions to understand how the terms have evolved over time and to see how historical rules may have applied in past situations. If you have questions about any changes, or if something in the updated terms is unclear, you can contact our support team for assistance. We are happy to explain the revisions, provide examples, or walk you through how the changes might affect your usage, data handling, or responsibilities.
ACTING AS AN AGENT
The Home Energy Model serves as an intermediary that coordinates and communicates the instructions needed to complete an Energy Performance Certificate (EPC) or other related products. As an agent, it gathers relevant data from homeowners, building professionals, and energy assessors, and then translates that information into clear, actionable guidance that vendors and evaluators can follow. It helps ensure that all required steps are addressed, from collecting building specifications and occupancy details to outlining the specific assessment methods, measurements, and documentation needed for a compliant EPC or alternative output.
By acting in this way, the model streamlines the workflow, reduces back-and-forth requests, and supports consistency across different projects. It can set timelines, confirm eligibility criteria, specify the formats and submission channels for reports, and flag any gaps or inconsistencies early in the process. The agent role also includes quality checks to verify that the instructions align with current energy code requirements, local regulations, and client goals, whether the aim is accuracy, speed, or cost efficiency.
Ultimately, the Home Energy Model is there to make the process smoother for homeowners and professionals alike, delivering clear instructions, facilitating collaboration, and helping to produce reliable EPCs or other energy-related products that accurately reflect a building’s performance and potential improvements.
GENERAL
Thank you for reviewing these terms. To help provide a clearer picture, here is an expanded and more detailed version that covers additional context around the key provisions, while keeping the spirit of the original clauses intact and in plain language.
You shall not be entitled to assign the Agreement or any part of it without our prior written consent. This means that you cannot transfer your rights or delegate your duties under this Agreement to another person or organization unless we specifically agree in writing. If you are considering a change in who will be responsible for performance or payment, please contact us promptly so we can discuss a possible assignment and any conditions that may apply. We may, at our sole discretion, grant or withhold consent and may impose reasonable terms, conditions or restrictions on any approved assignment to protect our interests and ensure continuity of service.
We may assign the Agreement or any part of it to any person, firm or company. This allows us to transfer our rights or obligations to a successor, affiliate, or third party who takes over the services or scope described in this Agreement. In such a case, we will make reasonable efforts to notify you of the assignment and ensure that the assignee is capable of fulfilling the obligations under the Agreement. The assignment does not relieve you of your duties under the Agreement, and you may still exercise your rights against us or the assignee as applicable, subject to the terms of the assignee’s involvement.
Your order and these Terms and Conditions constitute the entire Agreement and understanding of the parties and supersede any previous Agreement between the parties. No oral explanation or oral information given by any party shall alter the interpretation of these Terms and Conditions. If any provision is found to be invalid or unenforceable by a competent court or authority, the remaining provisions shall continue in full force and effect, and the invalid provision shall be replaced with a valid provision that most closely reflects the original intent.
The Agreement shall be governed by, and construed in accordance with, English Law and shall be subject to the non-exclusive jurisdiction of the English courts. This means that any disputes arising out of or in connection with the Agreement will be interpreted under English law, and you and we agree to bring any such disputes in the appropriate English courts unless an alternative remedy is available under applicable law or agreed to in writing.
The EPC assessor will not be liable for any special, consequential or indirect damages, loss of profits (including direct loss of profits), loss of business, loss of revenue, loss of goodwill or loss of anticipated savings arising out of or in connection with the Terms. This limitation reflects a recognition that certain types of damages can be uncertain or speculative and that the assessor’s responsibility is focused on delivering the services in a competent and professional manner. Nothing in these Terms is intended to exclude liability for death or personal injury resulting from negligence, or for fraud, to the extent such liability cannot be excluded under applicable law. If any damages arise from a failure that is caused by the assessor’s gross negligence or willful misconduct, we will address those damages within the applicable legal limits and remedies.
The Home Energy Model is not liable for any disputes you have with the Energy Performance Certificate, rating or recommendations; any disputes you may have will have to be taken up with the assessor who assessed the property. In this case, you can find their details on the Energy Performance Certificate along with their Name, Accreditation Number and Accreditation Scheme. We encourage you to engage in open communication with the assessor to resolve questions about the rating or recommendations. If you feel additional review is needed, you may also seek clarification through the accredited scheme or relevant regulatory body as appropriate.
The Client accepts that the Fees have been set in relation to the risks being assumed by the EPC assessor under the Terms, and that accordingly the limitations on the liability of the EPC assessor detailed in this Clause are reasonable. We strive to price our services fairly by considering potential risks, and we aim to provide transparent information about what is included in the Fees. If you believe there is a concern about the scope of work or the basis for certain charges, please reach out to discuss the calculation and any possible adjustments. Our goal is to maintain a fair and collaborative relationship, addressing any reasonable concerns promptly.
Optional additions you may consider for greater clarity and protection:
– Clarify what constitutes a breach and the remedies available, including potential cure periods and any notice requirements.
– Define what constitutes force majeure and its effect on performance timelines and responsibilities.
– Outline any confidentiality obligations and the handling of sensitive information.
– Include a brief dispute resolution pathway, such as informal negotiation followed by mediation or arbitration as alternatives to court proceedings.
– Provide procedural details for notices, including how notices should be delivered and deemed received.
– Specify any requirements around records, invoicing, and payment terms to avoid disputes about amounts or timing.
If you would like, I can tailor these additions to fit the specific services you are receiving and the parties involved, ensuring the language matches the tone and level of formality you prefer. I’m here to help make the terms clearer and more user-friendly while preserving their legal integrity.
DISCLAMER
The information contained in this website is for general information purposes only. The information is provided by Home Energy Model and while we strive to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
From time to time, we may add new features or information, and some content may become out of date as laws, technologies and best practices change. We encourage you to verify important details and consult a professional when necessary. This website may contain links to third-party websites or resources that are not under the control of Home Energy Model. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. We do not guarantee the accuracy or safety of third-party content, products or services and are not responsible for any issues arising from your use of those external sites.
We strive to keep the website running smoothly, but interruptions, outages or technical issues beyond our control may occur from time to time. We will make reasonable efforts to restore access as quickly as possible and to provide notice if extended interruptions are anticipated. Your use of the site is at your own risk and we do not guarantee uninterrupted access.
We collect and process information in accordance with applicable privacy laws. Any personal data you provide through forms or communications with us will be handled with care and only used for the purpose for which it was collected. We do not sell your information to third parties. If you have questions about privacy, data protection, or our security practices, please contact us. We may use cookies and similar technologies to improve your experience, remember preferences and analyze site usage, and you can adjust your browser settings to manage these features if you wish.
All information is correct at the time of going to press. However, we may update content without notice to reflect changes in products, services or regulations. If you have any questions, concerns, or recommendations, please feel free to reach out to our team. We appreciate your trust and aim to provide helpful, honest, and practical information to support your energy decisions.
