Terms of service

1. Who you are contracting with

Trading as

Riverstone Eco Solutions

Trading name

Riverstone Eco Solutions

Accreditation

ECMK · assessor 307913

Email

riverstoneeco@gmail.com

Accreditation

ECMK, assessor 307913

Full trader details, including the name and address for the service of documents, are on the legal information page.

“We” and “us” mean the above. “You” means the person booking the assessment.

2. What we provide

A domestic Energy Performance Certificate, produced by an accredited energy assessor using the Reduced Data Standard Assessment Procedure (RdSAP) and lodged on the Energy Performance of Buildings Register for England and Wales.

An EPC is not:

• a building survey, structural report or condition report
• a valuation
• a gas, electrical or fire safety inspection
• advice on whether a particular measure suits your building. Recommendations are generated by the RdSAP methodology, not tailored engineering advice

We assess what is visible and accessible on the day. Where an element cannot be inspected, RdSAP requires a default assumption, and the certificate records this.

3. Booking

Submitting the form is a request, not a confirmed appointment. A contract is formed when we confirm a date and time by email or telephone.

We may decline a booking, including where the property is outside our coverage area or the work is not something we can carry out competently.

4. Price and payment

Prices are published on our prices page and confirmed before we attend. The standard fee is £85 for a property of up to three bedrooms.

Payment is due on the day, or by invoice where agreed in advance. If the property is materially larger than described we will tell you the revised price before starting, and you may withdraw without charge.

5. Access

We need safe access to every room, the loft hatch, the heating system and the meters. Please ensure someone aged 18 or over is present, or that arrangements are in place with a tenant or agent.

If we cannot gain access at the agreed time, or the property is unsafe to survey, we may charge a wasted visit fee of up to 50% of the quoted price. We will not charge it where you tell us at least 24 hours beforehand.

6. Your right to cancel

Because you are booking away from our premises, you have a legal right to cancel within 14 days of the contract being formed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, tell us in a clear statement — email, letter or telephone. Quoting your booking reference helps. You may use the form below but do not have to.

If you ask us to attend within those 14 days. Most people want the assessment sooner than that. If you expressly ask us to start within the cancellation period you can still cancel, but:

• once the assessment is carried out and the certificate lodged, the service is fully performed and the right to cancel is lost
• if you cancel after we have started but before lodgement, you pay a proportionate amount for what has been done

The booking form asks you to confirm this before submitting. If you would rather keep the full 14 days, choose a date more than 14 days ahead.

Any refund due is made within 14 days of you telling us, by the method you paid.

7. If we cancel or reschedule

We will give as much notice as we can and offer the earliest alternative. If we cannot attend and you no longer want the assessment, any payment is refunded in full.

8. The certificate

We aim to lodge within 24 hours of the visit. Once lodged, an EPC is a public record on the national register and is valid for ten years.

A certificate reflects the property as assessed on the day. It cannot be amended to show a better rating. Where a genuine factual error has been made we will re-assess and re-lodge at no charge.

9. Complaints

Please tell us first — riverstoneeco@gmail.com or 07356030128. We will acknowledge within 5 working days and respond within 21.

If you remain dissatisfied you can escalate to our accreditation scheme, ECMK, which operates an independent complaints procedure covering assessor conduct and the accuracy of lodged certificates. Our assessor number is 307913.

10. Our responsibility

We will carry out the assessment with reasonable care and skill, as required by the Consumer Rights Act 2015. We hold professional indemnity and public liability insurance; details on request.

We are not liable for losses that were not foreseeable, for losses arising because you did not tell us something relevant about the property, or for a third party acting on a certificate for a purpose it was not designed for. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

11. Data

How we handle your information is set out in our privacy notice. Note that a lodged EPC, including the property address, becomes a public record on the national register. That is a statutory requirement, not something we control.

12. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part is found unenforceable, the rest continues to apply.