Terms of Service

These terms govern the supply of EPC certificates, floor plans, and related services by L&D Energy, a trading name of Luminous & Deliver (“we”, “us”, “our”). By booking a service with us you accept these terms.

1. The service

We provide Domestic Energy Performance Certificates (EPCs) and professional property floor plans for residential properties in our service area. EPCs are produced by an Elmhurst and Quidos accredited Domestic Energy Assessor (DEA) and lodged on the UK Government EPC Register.

We also provide two optional services. The EPC Improvement Plan adds Abdul's personalised written interpretation and prioritisation, supported by the full Elmhurst Energy Report, for £35. It explains what is holding the rating back and which improvements to consider first. The EPC Pre-Assessment is a full survey that is deliberately not lodged, so no certificate is produced or published; it includes the Energy Report and the written plan. Section 5 sets out the terms specific to it.

A standard EPC includes its software-generated recommendation report at no additional charge, unless there is no reasonable potential for energy performance improvements. Any legitimate omission must follow the applicable assessment rules, regardless of whether you buy the Improvement Plan. The optional plan does not unlock standard recommendations and does not guarantee a rating or savings.

Your energy rating is calculated by government-approved RdSAP software from the data recorded at the assessment. We collect and submit that data accurately; we cannot select, influence or adjust the rating the software produces, and we do not guarantee any particular rating or band. Ratings produced under RdSAP 10, the methodology in use since June 2025, are not directly comparable with certificates issued before that date.

Floor plans are for property marketing and illustration. Dimensions and areas are approximate; the plans are not architectural drawings or documents for legal boundaries or construction. Floor-plan area may differ from EPC floor area because EPC measurement conventions differ. Check dimensions independently before relying on them for a purchase, fit-out or building work.

2. Booking and pricing

Prices shown on our pricing page are guide estimates based mainly on internal floor area (m²), not fixed quotes. We confirm your exact price before the booking is accepted, and that confirmed price is the price you pay, provided the property matches the details given to us at booking. There are no travel or call-out charges. Same-day lodgement is available for £15 extra per EPC, and a next-day visit and lodgement for £35 extra per EPC.

If the property turns out to be materially different from those details — for example a significantly larger floor area, a different property type, or an extension or loft conversion not mentioned at booking — we will tell you before starting the assessment and either agree a revised price with you or reschedule. We will not change an agreed price without speaking to you first, and you are free to decline and cancel at no charge at that point.

Bookings are confirmed once we reply with a confirmed appointment time. We may decline bookings for properties outside our service area or where we cannot deliver the agreed turnaround.

Portfolio rates

Homes visited on the same day within 23 minutes' travel of each other, including flats in the same building: the first is full price, then £5 off each one after it. This applies to an EPC or a floor plan booked on its own; an EPC and floor plan booked together already have the bundle saving. Never less than £65 for an EPC or a floor plan. Faster options stay full price.

The rate is set by the number of homes we actually assess. If we can’t get into a home on the agreed day, the return visit is £25. If fewer homes are assessed than were ordered, the rate for that smaller number applies.

3. Your obligations

To allow us to deliver the service, you (or your representative) must:

• Provide accurate property details at booking
• Be present at the property (or arrange representative access) at the agreed time
• Provide normal access to all rooms, lofts (where safely accessible), the boiler, hot water cylinder, heating controls, energy meters and windows
• Share any supporting evidence you hold, such as installation certificates, insulation specifications, window or boiler installation dates, or MCS documentation for solar panels and heat pumps
• Provide accurate information about the property where requested

Where evidence is not available, the assessment must use the default assumptions the RdSAP methodology requires. Those defaults are deliberately cautious, so a property with undocumented improvements may score lower than one with the same improvements evidenced. Providing what you have is the single most effective thing you can do to make your rating reflect the property accurately.

Re-visits made necessary by access issues outside our control are charged at £25 per visit.

4. Delivery

Standard EPC delivery is within 72 hours of the assessment. With same-day lodgement or a next-day visit (where booked), the EPC is lodged on the day of the assessment. We lodge your certificate on the official government EPC Register on your behalf and send you the link to your certificate once it is live.

Improvement Plan documents are prepared after the visit and sent within 72 hours of the assessment. A Pre-Assessment is not lodged and produces no certificate, so no lodgement timescale and no same-day or next-day option apply to it; its Energy Report and written plan are sent within 72 hours of the visit.

5. EPC Pre-Assessment

A Pre-Assessment is a full survey carried out to the same standard as an EPC assessment, which we deliberately do not lodge. It is not an Energy Performance Certificate and must not be relied on where an EPC is legally required, including marketing a property for sale or rent and demonstrating compliance with the Minimum Energy Efficiency Standard (MEES) as a landlord. It confers none of the legal effect of a lodged certificate.

Because it is the same visit, the same measuring and the same evidence gathering, a Pre-Assessment is priced on the same floor-area bands as an EPC. The Energy Report and the written Improvement Plan are included in that price.

If you subsequently decide you want a lodged certificate, we can in most cases lodge the same survey for £35 without a further visit. That price is conditional on both of the following: nothing about the property has changed since the survey, and the survey data remains valid for lodgement under the applicable scheme and methodology rules. Where work has been carried out since the assessment — including an extension, a loft conversion, replacement glazing, a new or altered heating system, or added insulation — the recorded data no longer reflects the property, and a fresh visit with new photographs and measurements is required, priced as a new EPC. We will tell you which applies before taking payment.

We cannot influence, select or withhold the rating a Pre-Assessment produces. It is generated by the same government-approved software as an EPC, from the same data, and a Pre-Assessment is not a means of obtaining a more favourable rating.

6. Payment

Payment is due on completion of the assessment unless otherwise agreed in writing. We accept cash, bank transfer and card payments.

7. Cancellation

You may cancel or reschedule an appointment free of charge with at least 24 hours’ notice. Cancellations or reschedules with less than 24 hours’ notice may incur a £25 fee to cover travel and time.

Our promise

These promises are in addition to your legal rights and do not affect them. Each applies once per booking.

• Lodged within 72 hours, or £20 off. If your EPC is not lodged on the GOV.UK register within 72 hours of the end of the visit, we take £20 off the fee, or refund £20 if you have already paid. The 72 hours pause while we are waiting on you: for access to anything we could not reach on the day, for paperwork you told us you would send, or for your reply to the draft EPC. They also pause while the GOV.UK register or our accreditation scheme’s lodgement system is unavailable.
• Moved by us at short notice, £25 off. If we cancel or move your visit with less than 24 hours’ notice, we take £25 off the fee for the visit when it takes place, or refund £25 if you then cancel. A trusted, experienced colleague attending at the booked time, which we tell you about in advance, is not a change to your visit.

8. Liability

Professional Indemnity and Public Liability cover, each £5,000,000, is arranged through Elmhurst Energy’s accredited-member insurance scheme and underwritten by Hiscox Insurance Company Limited. Our liability for any loss arising from the service is limited to the price paid for that service, except where liability cannot be limited by law (for example fraud or personal injury caused by negligence).

9. Validity of the EPC

An EPC is valid for 10 years from the date of issue. The certificate is issued on the basis of the data observed and recorded at the assessment. If the property changes materially after the assessment (for example major refurbishment), a new EPC may be required.

10. Complaints

If something isn't right, tell us first. Email [email protected] or call 07492 575 396. We keep a record of every complaint and will do all we can to put it right.

Making a complaint is free at every stage, with us and with the accreditation scheme.

If you're not happy with our answer, a complaint about the EPC can go to the accreditation scheme it was lodged under. The scheme is named on the certificate.

• Elmhurst Energy: follow their Complaints Resolution Process. A member of their staff who hasn't been involved investigates, usually within six weeks, and the EPC may be audited. Send all your evidence at the start, as nothing can be added once the investigation begins.
• Quidos: email [email protected]. Their Complaints, Disciplinary & Appeals Procedure sets out the steps. They reply within 3 working days and aim to resolve it within 10.

None of this affects your statutory rights, or stops you taking the matter to court.

11. Governing law

These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the English courts.

12. Contact

L&D Energy is a trading name of Luminous & Deliver, operated by Abdul Motaleb Taher. Contact: 07492 575 396 · [email protected].