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Terms & Conditions

General Terms and Conditions

Last updated: December 2025

1. Definitions & Interpretation

1.1. In this Agreement, the following terms shall have the following meanings:

"Agreement" means these Terms and Conditions.

"Company," "we," "us," "our" means Refined Survey Remedy Ltd (company number 15958417), registered in England and Wales.

"Client," "you," "your" means the individual or entity purchasing or using the Service.

"Service" means the review, extraction, coordination, and reporting services provided by us as further described herein.

"Arrangement Services" means the administrative, coordination, booking, and payment handling services provided by the Company in connection with third-party professional services.

"Report" means any digital or written output generated by us, including summaries, interpretations, or indicative cost assessments.

"Website" means www.surveyremedy.co.uk.

"Fee" means the fee payable for the Service as stated on the Website or in writing.

"Input Material" means all documents, data, or materials provided by you to us, including but not limited to property surveys, EPCs, photos, quotations, floor plans, inspection notes, or other property-related documents.

"Service Provider" means any independent third-party professional or specialist (including but not limited to structural engineers, surveyors, inspectors, or contractors) whose services are arranged by the Company.

2. The Service

2.1. Data Extraction and Analysis

Our platform enables you to upload one or more types of Input Material for automated or manual review. The Service includes:

a) extraction of relevant property and defect information from your documents;
b) generation of commentary, recommendations, or indicative cost estimates;
c) creation of a Report summarising findings for your reference.

2.2. Automated and AI-Assisted Processes

The Service may use automated or AI-assisted processes to identify key terms, defects, or costs. While we use commercially reasonable methods to ensure reliability, no automated output can be guaranteed to be accurate or comprehensive.

2.3. Disclaimers

To the fullest extent permitted by law, you acknowledge and agree that:

a) The Report is not a property survey, valuation, or structural assessment.
b) All commentary is based solely on the Input Material you provide and publicly available reference data.
c) We do not verify or warrant the accuracy, completeness, or suitability of any Input Material.
d) Cost estimates, recommendations, or outputs are indicative only and are provided for general guidance, not as fixed quotations or professional advice.
e) You remain responsible for obtaining independent professional inspections or quotations before relying on any result.

2.4. Third-Party Terms

Where the Company arranges third-party professional services, those services are governed by the Service Provider’s own terms and conditions, which apply in addition to this Agreement. In the event of any conflict, the Service Provider’s terms shall prevail in respect of the professional services.

3. Coordination of Specialists

3.1. Where you request an on-site investigation, inspection, report, quotation, or remedial work through our platform or via written instruction, the Company acts solely as an arranging and coordination agent.

3.2. All professional services are provided by independent Service Providers who contract directly with you under their own terms and conditions.

3.3. The Service Provider retains full responsibility and professional liability for their services, including any inspection, report, opinion, or recommendation issued.

3.4. The Company does not supervise, control, review, approve, verify, or amend the content of any third-party inspection, report, or professional output. Copies of such reports may be retained by the Company in accordance with clause 8A.

3.5. Where a Service Provider issues a report, assessment, or opinion, such document shall be addressed to you as the client and is issued by the Service Provider, not by the Company.

4. Client Obligations

4.1. You warrant that you are at least 18 years of age and have the legal capacity to enter into this Agreement.

4.2. You warrant that you have all necessary rights, permissions, and consents to provide the Input Material to us.

4.3. You are responsible for ensuring that the Input Material is accurate, lawful, and free from viruses or malicious code.

4.4. You acknowledge that we may be unable to complete the Service where the Input Material is incomplete, illegible, or corrupted.

5. Fees and Payment

5.1. The Fee for the Service shall be as displayed on the Website or otherwise agreed in writing at the time of order.

5.2. Payment of the Fee shall be made in full and in advance through our approved payment provider.

5.3. Where payment for third-party services is collected by the Company, such payment is collected on behalf of the Service Provider.

5.4. The Company may retain a commission or margin for arranging and coordinating the services. The amount of such commission does not affect the professional responsibility or liability of the Service Provider.

5.5. Fees may be varied where the scope of work materially changes and such change is agreed in advance.

6. Delivery

6.1. We will use reasonable efforts to deliver the Report or coordination confirmation within the estimated timeframe displayed on the Website.

6.2. Any stated delivery times are estimates only and time shall not be of the essence.

7. Intellectual Property

7.1. All intellectual property rights in the Report, extraction models, data schemas, or related systems remain the property of the Company.

7.2. We grant you a revocable, non-exclusive, non-transferable licence to use the Report for your personal, non-commercial use related to the property in question.

8. Data Use and Privacy

8A. Retention and Use of Third-Party Reports

8A.1. Where the Company arranges third-party professional services, you acknowledge and agree that copies of any inspection reports, assessments, quotations, or related documents issued by a Service Provider may be sent to, stored by, and retained by the Company as part of the Arrangement Services.

8A.2. Such documents are retained for the purposes of:
a) administering and evidencing the arranged services;
b) maintaining internal records and audit trails;
c) responding to client queries or follow-up requests;
d) service quality monitoring and operational analysis; and
e) anonymised or aggregated analytics, benchmarking, and improvement of the Company’s services and systems.

8A.3. All intellectual property rights in third-party reports remain with the relevant Service Provider. Nothing in this Agreement transfers ownership of such reports to the Company.

8A.4. The Company shall not publish, disclose, or permit third-party reliance on any third-party report without your consent, except where required by law or in anonymised and aggregated form.

8.1. By uploading Input Material, you grant us a perpetual, irrevocable, royalty-free licence to:

a) use, process, and store the data (including metadata and extracted fields) in anonymised or aggregated form; and
b) use such anonymised data for internal analytics, benchmarking, training, and improvement of our pricing or recommendation models.

8.2. We will not share identifiable client data with third parties except as necessary to provide the Service or as required by law.

8.3. Personal data is processed in accordance with our privacy notice available at:
www.surveyremedy.co.uk/privacy-notice

9. Limitation of Liability

9.1. Subject to clause 9.3, the Company’s total aggregate liability under or in connection with this Agreement (including negligence or breach of statutory duty) shall be limited to the total Fee paid for the relevant Service.

9.2. The Company shall not be liable for:

a) any inaccuracy, omission, or error in the Input Material;
b) any reliance placed on the Report or indicative cost data;
c) any acts or omissions of independent Service Providers;
d) any indirect or consequential loss, including loss of profit, opportunity, or goodwill;
e) any inspection, report, advice, opinion, or recommendation provided by a Service Provider, whether arranged by the Company or otherwise.

9.3. Nothing in this Agreement limits liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

10. General Provisions

10.1. Entire Agreement: This Agreement constitutes the entire agreement between the parties.

10.2. No Waiver: No delay or failure to enforce rights under this Agreement shall constitute a waiver.

10.3. Severability: If any clause is found invalid or unenforceable, it shall be severed and the remaining provisions shall continue in effect.

10.4. Governing Law & Jurisdiction: This Agreement shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over all disputes.

Terms & Conditions – Electrical, Gas & Compliance Certificates

Last updated: January 2026

These Terms & Conditions apply to all bookings for Electrical Installation Condition Reports (EICR), Gas Safety Certificates (CP12), Energy Performance Certificates (EPC), and other compliance inspections or certificates arranged or provided by the Company (“we”, “us”, “our”).

By accepting a quotation, confirming a booking, or instructing us to proceed, you agree to these Terms.

Nothing in these Terms affects your statutory rights.

1. Definitions

“Client” means the person or entity placing the booking, including landlords, homeowners, managing agents, or estate agents.

“Services” means inspections, testing, certification, reporting, and/or coordination of third-party engineers.

“Engineer” means a qualified and insured contractor instructed by us to carry out the inspection or testing.

“Report” or “Certificate” means any document issued following inspection, including but not limited to EICR, Gas Safety Record (CP12), EPC, PAT report, or similar.

“Property” means the premises to which the Services relate.

2. Nature of Our Service

2.1 We may:

  • Provide Services directly (where appropriately qualified); or

  • Act as principal contractor coordinating qualified third-party Engineers.

2.2 All electrical and gas inspections are carried out by Engineers who hold the appropriate qualifications and registrations (e.g., NICEIC/NAPIT for electrical, Gas Safe Register for gas, Accredited Domestic Energy Assessor for EPC).

2.3 Certificates are issued under the registration and accreditation of the attending Engineer.

2.4 We are responsible for arranging and administering the booking. Technical findings reflect the professional opinion of the Engineer at the time of inspection.

3. Formation of Contract

3.1 A booking becomes binding when:

  • You accept our written quotation; or

  • You confirm a booking by email, message, or payment.

3.2 If you are an agent instructing on behalf of a landlord or owner, you confirm you have authority to do so and remain jointly responsible for payment unless otherwise agreed in writing.

4. Pricing & Payment

4.1 All prices are inclusive of VAT unless stated otherwise.

4.2 Payment terms:

  • Payment is due prior to inspection unless otherwise agreed in writing.

  • Where payment is not received before attendance, the booking may be treated as provisional.

4.3 Reports and certificates may be withheld until full payment is received.

4.4 Additional works identified during inspection (e.g., remedial electrical works, gas repairs) are not included unless explicitly quoted.

5. Access & Client Responsibilities

5.1 You must ensure:

  • Safe and clear access to the Property.

  • Access to all relevant areas, meters, consumer units, fuse boards, boilers and appliances.

  • Utilities are live and operational unless otherwise agreed.

  • Parking arrangements are available (any parking charges may be added to the invoice).

5.2 If access is not possible or inspection cannot proceed due to site conditions, a call-out charge may apply.

5.3 The Client is responsible for ensuring that tenants or occupiers cooperate with access arrangements.

6. Time Slots & Appointments

6.1 Appointments are typically allocated in time windows (e.g., morning or afternoon).

6.2 Engineers may arrive at any time within the agreed time window.

6.3 We reserve the right to reschedule appointments due to circumstances beyond our control. We will notify you as soon as reasonably possible.

7. Cancellations & Missed Appointments

7.1 Cancellations made more than 24 hours before the appointment are free of charge.

7.2 Cancellations made within 24 hours of the appointment may incur an administrative or call-out charge.

7.3 A call-out charge may apply where the Engineer attends but:

  • Cannot gain access

  • Utilities are disconnected

  • The Property details provided are incorrect

  • The inspection cannot proceed for reasons not attributable to us

8. Scope of Inspection

8.1 Inspections are non-destructive and visual unless otherwise stated.

8.2 EICRs:

  • Are condition reports based on sampling and accessible areas only.

  • Do not guarantee future performance of the installation.

8.3 Gas Safety inspections:

  • Confirm safety of appliances at the time of inspection only.

  • Do not constitute a full service unless separately instructed.

8.4 EPCs:

  • Are produced in accordance with current government methodology and reflect the Property at the time of assessment.

8.5 Any limitations or inaccessible areas will be noted in the Report.

9. Remedial Works

9.1 Where defects are identified, a separate quotation may be provided.

9.2 There is no obligation to instruct us for remedial works.

9.3 Responsibility for ensuring compliance following a failed inspection remains with the Client.

10. Liability

10.1 We shall exercise reasonable skill and care in arranging and/or providing the Services.

10.2 Our liability is limited to the value of the fee paid for the relevant Service, except in cases of death or personal injury caused by negligence or where liability cannot be legally excluded.

10.3 We are not liable for:

  • Pre-existing defects

  • Latent or hidden faults

  • Subsequent alterations to the installation

  • Loss of rent, business interruption, or indirect losses

10.4 Technical liability for inspection findings rests with the certifying Engineer, subject to their professional indemnity insurance.

11. Third-Party Engineers

11.1 Engineers instructed by us are independent qualified contractors.

11.2 Certificates are issued under the Engineer’s accreditation body.

11.3 Any technical disputes relating to inspection findings shall first be referred to the certifying Engineer.

12. Data Protection

12.1 We process personal data in accordance with UK GDPR and applicable data protection legislation.

12.2 Information may be shared with Engineers for the purpose of delivering the Service.

12.3 We do not store card details.

12.4 Certificates may be shared with managing agents or landlords where instructed.

13. Force Majeure

We are not liable for delays or failure to perform Services due to events beyond our reasonable control, including severe weather, utility failures, government restrictions, or contractor illness.

14. Complaints

Any complaint must be made in writing within 14 days of issue of the Report. We will investigate and respond within a reasonable timeframe.

15. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

EPC Assessment – Terms & Conditions

Last updated: December 2025

1. Service description
Survey Remedy provides Domestic Energy Performance Certificate (EPC) assessments carried out by an accredited Domestic Energy Assessor (DEA), in accordance with current UK regulations.

2. Scope of assessment
The EPC is a non-intrusive assessment based on a site inspection and standard assumptions under the government-approved methodology (SAP/RdSAP).
No opening up, testing of services, or verification of concealed elements is included.

3. Client responsibilities
The client confirms that:

  • The assessor is granted reasonable access to all relevant areas of the property

  • Information provided about construction, heating systems, insulation, and improvements is accurate to the best of their knowledge

  • The property is safe to access at the time of inspection

4. Limitations
The EPC:

  • Is not a condition survey or valuation

  • Does not identify defects, compliance issues, or guarantee energy performance

  • Is based on observed and declared information only

5. Delivery
The EPC certificate and report will typically be lodged and issued within 2–5 working days of the site visit, subject to access and information availability.

6. Fees & payment
Payment is due in full prior to the EPC being lodged.
Once payment is made and the assessment completed, the fee is non-refundable.

7. Cancellation

  • Cancellations with at least 24 hours’ notice: no charge

  • Late cancellations or aborted visits due to lack of access: fee may be charged in full

8. Liability
Survey Remedy’s liability is limited to the cost of the EPC assessment fee paid.
Nothing in these terms excludes liability for fraud or matters that cannot be excluded by law.

9. Data & registration
EPCs are lodged on the national EPC Register. Personal data is handled in accordance with UK GDPR.

10. Governing law
These terms are governed by the laws of England and Wales.