Last updated: 15 September 2025
This Refunds & Cancellations Policy (“Policy”) explains how cancellations, refunds, and disputes are handled. It forms part of EPC Hub’s Terms and Conditions.
1. Principles
EPC Hub is a booking/payment intermediary; contracts are directly between Customers and Assessors.
EPC Hub facilitates payments but is not an insurer of services.
Refunds follow UK law, this Policy, and EPC Hub’s binding discretion.
2. Customer Cancellations
Cooling-off (14 days): Allowed if service hasn’t started.
<48 hrs before booking: Up to 50% may be retained.
No-shows: No refund.
Deposits: Non-refundable if required by Assessor.
3. Assessor Cancellations
Full refund to Customer.
Repeat cancellations may lead to suspension.
4. Lateness & Failures
Assessor >30 minutes late without notice: partial refund or free reschedule.
Customer >15 minutes late: may be classed as a no-show.
Poor or fraudulent service: Customer may be entitled to refund or correction.
5. Exceptional Circumstances
Illness, bereavement, severe weather, or other force majeure considered case-by-case.
6. Refund Requests
Must be made within 14 days of service.
EPC Hub will not process claims after 6 months.
Refunds limited to the amount paid; no consequential losses covered.
Refunds processed in GBP only.
Customers/Assessors must respond to disputes within 7 days or EPC Hub decides by default.
EPC Hub may prioritise assessor logs, system data, or independent verification as evidence.
7. Processing
Refunds within 14 working days of approval.
May be issued as credits/vouchers, unless law requires cash.
Admin fees may be deducted.
8. Chargebacks
Customers waive rights to chargebacks if a refund/credit is already provided by EPC Hub.
Chargeback fees caused by users may be passed back to them.
9. Abuse of Policy
Fraudulent or repeated bad-faith claims may result in account suspension.
10. Final Settlement
Refund issuance constitutes full and final settlement.
11. Legal Provisions
EPC Hub as Final Arbiter – decisions are binding.
Limitation of Liability – capped at booking value.
Injunctive Relief & Costs Recovery – EPC Hub may recover costs of enforcement.
Other clauses – Waiver, Severability, Entire Agreement, Force Majeure, Assignment, Third-Party exclusion, Survival, Class Action Waiver, Export Control as in the AUP.
12. Governing Law
As set out in the AUP.
