Terms & Conditions

Publication details

Legal entity: Peak Mastery Ltd, trading as EPC Hub.

Company number: 16801554.

Registered office: 124 City Road, London, England, EC1V 2NX.

Legal notices and complaints email: info@epchub.org.

Effective date: 16 September 2026.

EPC Hub is VAT registered. VAT is charged where required by law, and the total amount payable will be shown before purchase.

Green Rewards are cash rewards for qualifying Solar PV and Heat Pump installer referrals and are earned when the qualifying installation has been completed and verified.

Google Ads Guaranteed Work Boosts use the confirmed 90-day cure period in clause 26.8.

Current Assessor & Coordinator membership prices and benefits are set out in Schedule 2.

Final legal review by a UK commercial/consumer solicitor is recommended before publication and after any material future change.

Why these terms are structured this way

The core legal rules apply to everyone.

Homeowners and Property Owners have a separate consumer-facing section.

Assessors have their own business terms and Growth Work Guarantee.

Installers have separate success-fee, trial, tier and Google Ads rules.

Commercial figures that may change are placed in schedules so the legal framework does not become obsolete every time a plan changes.

At a glance - plain English summary

EPC Hub provides the technology, marketplace, Property Passport, professional profiles, messaging, quoting, booking, payment, CRM, attribution, rewards and growth tools.

The Professional normally contracts directly with the Customer for the EPC, survey, installation or other underlying service.

Assessors and Installers remain independent businesses and are responsible for their own professional work, compliance, tax and insurance.

Homeowners keep their statutory consumer rights. Nothing in these Terms removes a right which the law says cannot be removed.

Assessors and Coordinators may use Free (£0), Pro (£295/year) or Growth (£495/year) plans. Marketplace fees are currently 20%, 10% and 0% respectively. Only Growth includes the Assessor Work Guarantee where the offer expressly says so.

The Assessor Growth Work Guarantee is either 50 qualifying Domestic EPCs or 5 qualifying Commercial EPCs during the applicable 12-month Guarantee Period.

Eligible paid Assessor memberships may also be sold with a separate 30-Day Membership Performance Guarantee: where the Assessor satisfies the stated participation requirements but qualifying net EPC income during the 30-day Guarantee Period is below the eligible membership fee, EPC Hub refunds the monetary shortfall, subject to section 19A.

Eligible new Installers receive 0% success fee for the first 14 days or the first £100,000 of qualifying EPC Hub work, whichever happens first.

Installers do not pay merely because somebody views their profile, sends an enquiry or receives a quote. The standard Installer success fee is triggered by qualifying paid work.

Installer Success Tiers run from Bronze at 10% to Pinnacle at 1%, based on lifetime cumulative qualifying EPC Hub work value, and do not reset annually.

Google Ads Guaranteed Work Boosts are optional paid acquisition products with guaranteed contracted work-value targets, subject to the rules in these Terms.

Green Reward amounts apply separately to Solar PV and Heat Pumps: Free £100 + £100, Pro £200 + £200, Growth £300 + £300.

EPC Hub charges for the qualifying EPC Hub-generated opportunity, not permanent ownership of the Customer. A normal future customer relationship is not automatically fee-bearing forever.

Part A — Core Terms

About these Terms
Definitions
EPC Hub's role
Eligibility, accounts and verification
Acceptable use and conduct
Membership Plans and commercial schedules
EPC Hub-generated work, Own Work and attribution
Pre-existing customer relationships
Non-circumvention

Part B — Homeowners and Property Owners

Property Owner services
Pre-contract information
Property Passport and privacy
12A. Open Homes
Quotes, bookings and underlying contracts
13A. Projects and milestones
Deposits, payments and early performance
Consumer cancellation and cooling-off rights
Late cancellation, failed access and Professional cancellation

Part C — Assessor Terms

Assessor professional obligations
Assessor pricing, bookings and Own Work
Assessor Growth Work Guarantee
19A. 30-Day Assessor Membership Performance Guarantee

Part D — Installer Terms

Installer professional obligations
Installer Qualifying Work
14-day / £100,000 0% success-fee introduction
Installer Success Tiers
Changes to contract value and fee reconciliation
Success-fee statements and disputes
Google Ads Guaranteed Work Boosts
Green Rewards

Part E — Platform Transactions and Trust

Payments and processing costs
Payouts, chargebacks and fraud
Reviews and ratings
Communications and messaging
Data protection and privacy
Intellectual property and content
AI, automation and ranking
34A. Third-party integrations and imported information
Security, audit and records

Part F — Enforcement and Legal Terms

Complaints
Suspension and termination
Liability
Indemnities and recovery of loss
Changes to services, plans and Terms
Force majeure
General legal provisions
Governing law and jurisdiction

Schedules

Schedule 1 — Key Commercial Terms Order Form
Schedule 2 — Assessor & Coordinator Memberships and Assessor Growth Work Guarantee
Schedule 3 — Installer Success Tiers
Schedule 4 — Google Ads Guaranteed Work Boosts
Schedule 5 — Green Rewards

PART A - CORE TERMS

1. About these Terms

1.1 These Terms govern the use of EPC Hub by Property Owners, Homeowners, Assessors, Installers and other users of the Platform.

1.2 They form a legally binding agreement between the user and Peak Mastery Ltd (company number 16801554), trading as EPC Hub, whose registered office is 124 City Road, London, England, EC1V 2NX.

1.3 Peak Mastery Ltd is VAT registered. VAT will be charged where required by law, and the total amount payable will be shown before the user commits to a paid purchase.

1.4 These Terms should be read with the applicable Plan Schedule, checkout summary, accepted proposal, Privacy Policy, Cookie Policy, Complaints Policy and any product-specific order form.

1.5 Where mandatory law gives a consumer a stronger right than these Terms, the law takes priority.

1.6 These Terms are written in plain English. Where wording can reasonably have more than one meaning, it should be interpreted consistently with applicable law and the commercial purpose of the relevant clause.

2. Definitions

Assessor: a Domestic Energy Assessor, Non-Domestic Energy Assessor, Retrofit Assessor, Retrofit Coordinator or other energy-assessment professional using EPC Hub in the course of business.

Installer: a solar, battery, heat-pump, EV, insulation, ventilation, biomass, retrofit or other installation business using EPC Hub in the course of business.

Professional: an Assessor or Installer.

Property Owner: a homeowner, landlord, occupier, authorised agent or other person using EPC Hub to manage, improve or obtain services for a property.

Customer: a Property Owner or other customer seeking a Professional's services.

Platform: EPC Hub's websites, applications, professional profiles, Property Passport, Explore, Shortlist, messages, quote, booking, payment, CRM, rewards, analytics and related services.

EPC Hub Work: work or an opportunity generated or materially introduced through an EPC Hub acquisition channel.

Own Work: work independently generated by a Professional without EPC Hub having generated or materially introduced the opportunity.

Qualifying Work: work that satisfies the relevant Assessor or Installer qualifying conditions in these Terms.

Membership Plan: a Free, Pro, Growth or other EPC Hub membership selected by the user.

Installer Success Tier: Bronze, Silver, Gold, Platinum, Sapphire, Diamond, Enterprise, Strategic, National or Pinnacle.

Plan Schedule: the current plan card, checkout summary, written proposal or order form presented to the user before purchase.

Success Fee: the percentage payable by an Installer to EPC Hub when Installer Qualifying Work occurs.

Platform Fee: a fee payable on a transaction under the applicable Assessor or other Professional plan.

Guaranteed Contracted Work Value: the VAT-exclusive accepted contract value of Installer Qualifying Work, adjusted for qualifying variations, cancellations and refunds under these Terms.

Green Reward: a cash reward payable to an eligible referring Professional for a qualifying Solar PV or Heat Pump installer referral under the Green Rewards programme.

3. EPC Hub's role

3.1 EPC Hub is a technology, marketplace, growth, workflow and payment platform.

3.2 EPC Hub may provide profiles, search, Property Passport, messaging, quote requests, booking, deposits, payments, CRM, attribution, marketing tools, Agent Connect, Installer Connect, advertising, Green Rewards and related services.

3.3 Unless EPC Hub expressly agrees otherwise in writing, EPC Hub does not itself carry out the underlying EPC assessment, survey, design, installation or other Professional service.

3.4 The underlying service contract is normally between the Customer and the Professional who accepts the booking, quote or contract.

3.5 EPC Hub may verify identity, accreditation, insurance, membership or other information, but verification is a trust and marketplace measure rather than a guarantee of future performance.

3.6 EPC Hub does not guarantee that the cheapest, nearest, first-shown or highest-ranked Professional is the best choice for a particular Customer.

3.7 EPC Hub may highlight, recommend, match or rank Professionals, services, projects or improvements to help Customers navigate the marketplace. Such presentation is a discovery and comparison tool and is not a warranty, professional recommendation or guarantee that a particular Professional, service or improvement is suitable for every Customer.

3.8 Customers remain responsible for deciding which Professional and service to choose, taking account of their own circumstances and any independent professional advice they consider appropriate.

4. Eligibility, accounts and verification

4.1 Users must provide accurate, current and complete account information.

4.2 Professionals must be legally entitled to provide the services they advertise.

4.3 Where accreditation, certification, registration or insurance is legally or professionally required, the Professional must maintain it throughout the period in which the relevant service is offered.

4.4 EPC Hub may request evidence of identity, company status, accreditation, insurance, bank details, tax information, MCS status, consumer-protection membership or other information reasonably required for safety, payments or marketplace integrity.

4.5 Users are responsible for protecting login links, passwords, access codes and devices.

4.6 A user must promptly notify EPC Hub if they believe their account has been accessed without authority.

4.7 EPC Hub may restrict or refuse access where verification cannot reasonably be completed.

5. Acceptable use and conduct

5.1 Users must use EPC Hub lawfully, honestly and in good faith.

5.2 Users must not:

(a) impersonate another person or business;

(b) submit false qualifications, certificates, reviews, jobs or payment information;

(d) upload unlawful, defamatory, discriminatory, threatening, obscene or infringing content;

(e) introduce malware or attempt to interfere with Platform security;

(f) manipulate rankings, reviews, rewards, attribution, Success Tiers or guarantee calculations;

(g) create duplicate or sham accounts to obtain repeated introductory benefits;

(h) harass, threaten or abuse Customers, Professionals or EPC Hub staff;

(i) use EPC Hub to facilitate fraud, money laundering or another unlawful activity; or

(j) deliberately circumvent fees on Qualifying Work.

5.3 EPC Hub may remove content or restrict functionality where reasonably necessary to enforce these rules.

6. Membership Plans and commercial schedules

6.1 EPC Hub may offer Free, Pro, Growth or other Membership Plans.

6.2 Current pricing, benefits, Platform Fees, Success Fees, guarantees and promotional entitlements are shown in the applicable Plan Schedule before purchase.

6.3 A Professional Membership is purchased for business purposes in connection with the Professional's trade, business, craft or profession.

6.4 Unless expressly stated otherwise, paid membership fees are separate from transaction Platform Fees, Success Fees, payment-processing charges, advertising purchases and other optional services.

6.5 EPC Hub may offer monthly, annual or other billing periods.

6.6 Annual plans do not automatically renew unless automatic renewal was clearly disclosed and authorised at purchase.

6.7 Where automatic renewal applies, EPC Hub will provide the information and cancellation functionality required by applicable law.

6.8 A change of plan normally applies prospectively. EPC Hub will explain any immediate payment, credit or fee effect before the change is confirmed.

6.9 Where an eligible paid Assessor Membership is expressly advertised and sold with the 30-Day Membership Performance Guarantee, the additional rules in section 19A apply.

7. EPC Hub-generated work, Own Work and attribution

7.1 EPC Hub distinguishes EPC Hub Work from Own Work so Professionals are not charged for opportunities EPC Hub did not generate or materially introduce, except where a separate product expressly provides otherwise.

7.2 EPC Hub Work may include opportunities originating from:

(a) EPC Hub search, Explore or profile discovery;

(b) EPC Hub paid advertising;

(d) EPC Hub email or SMS campaigns;

(e) EPC Hub Customer referrals;

(f) Agent Connect, Installer Connect or other EPC Hub partner channels;

(g) EPC Hub QR codes, tracked links or campaign assets;

(h) an EPC Hub professional profile where EPC Hub materially generated the Customer visit; or

(i) another source which EPC Hub can reasonably evidence as having generated or materially introduced the opportunity.

7.3 Own Work may include work independently sourced from the Professional's existing customer base, their own unconnected advertising, direct referrals, repeat customers or other sources where EPC Hub did not generate or materially introduce the opportunity.

7.4 Use of EPC Hub CRM, messaging, quoting, booking or payment tools for Own Work does not by itself convert that work into EPC Hub Work unless the applicable plan expressly states otherwise.

7.5 Attribution may be determined using source parameters, campaign identifiers, profile-view records, booking records, message history, referral data, payment data and other reasonable evidence.

7.6 Where attribution is genuinely unclear, EPC Hub will consider available evidence reasonably and in good faith.

8. Pre-existing customer relationships

8.1 A Professional is not required to pay an EPC Hub Platform Fee or Success Fee merely because an existing customer later appears on EPC Hub.

8.2 Where a Professional claims that an EPC Hub opportunity was actually a pre-existing relationship, EPC Hub may ask for reasonable evidence that the relevant customer relationship and opportunity existed independently before EPC Hub's introduction.

8.3 Reasonable evidence may include prior invoices, messages, CRM records, appointments, contracts or other dated records.

8.4 EPC Hub will not require disclosure of more customer information than is reasonably necessary to resolve the attribution question.

9. Non-circumvention

9.1 Professionals must not deliberately use EPC Hub to obtain an EPC Hub-generated opportunity and then move the same transaction off-platform primarily to avoid a Platform Fee or Success Fee.

9.2 Circumvention may include requesting cash, bank transfer, direct card payment or another off-platform payment method for the same Qualifying Work where the primary purpose is fee avoidance.

9.3 This clause does not give EPC Hub permanent ownership of the Customer.

9.4 A normal future customer relationship is not automatically fee-bearing forever.

9.5 Whether later work is Qualifying Work depends on the applicable attribution and repeat-work rules, not merely on the fact that the parties first met through EPC Hub.

PART B - HOMEOWNERS AND PROPERTY OWNERS

10. Property Owner services

10.1 Property Owners may use EPC Hub to create and manage a Property Passport, explore Professionals, save Professionals, request quotes, communicate, book services, make payments, manage projects and access other available features.

10.2 Unless a paid homeowner product is expressly offered, creation and ordinary use of the Property Passport is free.

10.3 EPC Hub may add, remove or change optional Property Owner features over time.

10.4 Property data displayed by EPC Hub may come from the Property Owner, government datasets, Professionals or other third-party sources.

10.5 EPC Hub will take reasonable care in presenting property information but cannot guarantee that third-party or historic data is complete or current.

11. Pre-contract information

11.1 Before a Customer commits to a paid service through EPC Hub, EPC Hub and/or the Professional will provide the material information reasonably required for the Customer to understand the service and price.

11.2 This may include:

(a) the Professional's identity;

(b) the service being purchased;

(d) applicable taxes and fees;

(e) deposit amount;

(f) cancellation rights;

(g) proposed appointment date or performance timing;

(h) relevant guarantee or warranty information; and

(i) how to contact the Professional or EPC Hub where appropriate.

11.3 Where the exact final price depends on a site survey, property condition, customer choices or later scope changes, this will be made clear before commitment.

12. Property Passport and privacy

12.1 The Property Passport is private by default unless the Property Owner chooses to share information or make a feature public.

12.2 Property Owners may upload EPCs, certificates, photographs, project information, access information and other property records.

12.3 A Property Owner is responsible for ensuring that information they upload is lawful and that they have the right to share it.

12.4 EPC Hub may allow a Property Owner to share selected property information with selected Professionals.

12.5 A Professional must use shared property information only for the relevant service, quote, project or other lawful purpose.

12.6 EPC Hub may withhold a precise property address or other sensitive information from a Professional until it is reasonably required for the relevant quote, booking or project.

12.7 A Professional must not use access to one property or project to obtain or use information about another property belonging to the same Customer unless authorised.

12A. Open Homes

12A.1 EPC Hub may offer an Open Homes feature through which a Property Owner can voluntarily allow prospective customers to learn from, communicate about or, where expressly arranged, visit a property where a qualifying improvement has been completed.

12A.2 Participation in Open Homes is entirely optional. A Property Owner may withdraw from future Open Homes participation at any time, subject to any visit already expressly agreed.

12A.3 EPC Hub will not publicly display a participating property's precise address merely because it is an Open Home. Location information may initially be shown approximately, and the precise address may be disclosed only where reasonably necessary for an agreed visit or other expressly authorised interaction.

12A.4 EPC Hub may allow Property Owners to specify:

(a) which improvement or installation is available to discuss or view;

(b) whether participation is remote, messaging-only or permits in-person visits;

(d) any accessibility, household, safety or privacy requirements; and

(e) any other participation preferences offered by the Platform.

12A.5 A visitor must behave respectfully, follow reasonable household and safety instructions, attend only at the agreed time, avoid photographing or recording people or private areas without permission, and leave when reasonably requested.

12A.6 An Open Home is not a technical inspection, professional recommendation, warranty or guarantee that another Customer will achieve the same result.

12A.7 Property Owners and Professionals must not knowingly make materially false or misleading claims through Open Homes about installation cost, savings, performance, grants, warranties or other material matters.

12A.8 EPC Hub may offer cash, account credit, Green Rewards or another incentive for qualifying Open Homes participation. The applicable amount, earning trigger and payment conditions will be shown before the Property Owner agrees to the incentivised activity.

12A.9 Where a Property Owner receives an incentive connected with an Open Home, review, testimonial or referral, EPC Hub may disclose that fact where reasonably necessary for transparency.

12A.10 Unless EPC Hub expressly organises and accepts responsibility for a particular event, an in-person Open Home visit is an arrangement between the participating Property Owner and visitor. EPC Hub provides the enabling technology and may introduce the parties but does not control the property or supervise the visit.

12A.11 Nothing in this section excludes liability that cannot lawfully be excluded.

13. Quotes, bookings and underlying contracts

13.1 A quote or estimate may be indicative or binding depending on how it is described.

13.2 The Customer should review the scope, exclusions, price and Professional details before accepting.

13.3 Acceptance of a Professional's quote or booking ordinarily creates the underlying service contract between the Customer and that Professional.

13.4 EPC Hub may record the quote, acceptance, booking, payment and project milestones on the Platform.

13.5 EPC Hub is not a party to the underlying service contract merely because it processes the booking or payment, unless EPC Hub expressly states otherwise.

13.6 Changes to the agreed scope or price should be recorded through EPC Hub where reasonably possible.

13A. Projects and milestones

13A.1 EPC Hub may organise Customer activity into Projects and display milestones such as Possible Project, Quoted, Accepted, Deposit Paid, In Progress and Completed, together with service-specific intermediate stages.

13A.2 Project stages are workflow and record-keeping tools. A stage shown as completed does not by itself mean EPC Hub has technically inspected, certified or independently approved the underlying work.

13A.3 EPC Hub may derive a stage from Professional actions, Customer actions, payments, uploaded documents, booking information or other Platform records.

13A.4 Users should notify EPC Hub where a material project status is demonstrably incorrect.

13A.5 EPC Hub may recommend Professionals, services or next steps within a Project. Such recommendations are discovery tools subject to clauses 3.7 and 3.8.

14. Deposits, payments and early performance

14.1 EPC Hub may allow the Customer to pay a deposit, full price or staged payment through the Platform.

14.2 The checkout page will state the amount being charged.

14.3 Payments may be processed by Stripe or another regulated payment provider.

14.4 Payment may be held, allocated, transferred or released according to the relevant transaction structure and applicable law.

14.5 Where a Customer asks a Professional to begin services during a statutory cancellation period, EPC Hub may obtain an express request or acknowledgement where required by law.

14.6 If a Customer validly cancels after expressly requesting early performance, the Professional may be entitled to a proportionate amount for services properly supplied before cancellation where the law permits.

14.7 A deposit is not automatically non-refundable merely because it is called a deposit. Refund entitlement depends on the contract, work performed, cancellation circumstances and applicable law.

15. Consumer cancellation and cooling-off rights

15.1 Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other mandatory consumer law applies, an eligible consumer may have a statutory cancellation period.

15.2 For many distance service contracts, this is 14 days from the day after the contract is entered into, but the exact legal position depends on the transaction.

15.3 EPC Hub and Professionals must not describe a statutory cancellation right in a way that materially understates the Customer's legal rights.

15.4 Where a consumer expressly requests performance during the cancellation period, the consumer may have to pay a proportionate amount for services supplied before valid cancellation.

15.5 Where a service has been fully performed within the cancellation period after the consumer's prior express request and acknowledgement required by law, the statutory cancellation right may be lost.

15.6 Nothing in these Terms removes rights under the Consumer Rights Act 2015 or other mandatory consumer protection law.

16. Late cancellation, failed access and Professional cancellation

16.1 A Professional may have a reasonable cancellation or failed-access policy where it is clearly disclosed before booking and complies with consumer law.

16.2 Any cancellation charge must be a reasonable reflection of the circumstances and must not operate as an unlawful penalty or unfair consumer term.

16.3 If a Professional cancels and cannot reasonably rearrange the service, amounts paid for the unperformed service should ordinarily be refunded.

16.4 Where access cannot be obtained because the Customer provided incorrect information or was unavailable at an agreed appointment, the Professional may charge a reasonable amount where this was disclosed and lawful.

16.5 EPC Hub may assist with rescheduling, evidence and refunds but is not required to decide every underlying contractual dispute between Customer and Professional.

PART C - ASSESSOR TERMS

17. Assessor professional obligations

17.1 An Assessor must maintain all accreditation, certification, competence and insurance required for the services they advertise.

17.2 An Assessor must ensure that pricing, service area, availability and service descriptions are materially accurate.

17.3 The Assessor remains responsible for the professional assessment, methodology, certificate, report, advice and regulatory compliance.

17.4 EPC Hub does not direct the Assessor's professional judgment.

17.5 An Assessor must not allow commercial incentives, rankings, guarantees or referral rewards to compromise professional independence or legal duties.

18. Assessor pricing, bookings and Own Work

18.1 Assessors may set pricing through EPC Hub, including permitted dynamic pricing, property adjustments and service add-ons.

18.2 The Customer must be shown the total payable price before completing an instant booking.

18.3 Current Assessor Marketplace Fees are shown in Schedule 2.

18.4 Unless the applicable plan states otherwise, Own Work may be processed through EPC Hub without an EPC Hub Marketplace Fee, although normal third-party payment-processing costs may still apply.

18.5 EPC Hub Work is subject to the Marketplace Fee applicable to the Assessor's plan when the relevant transaction occurs, subject to any fixed terms saved at purchase.

18.6 Assessors must not deliberately misclassify EPC Hub Work as Own Work.

19. Assessor Growth Work Guarantee

19.1 The Assessor Growth Work Guarantee applies only where:

(a) the Assessor has purchased an eligible Growth Membership;

(b) the applicable Plan Schedule expressly states that the guarantee is included; and

19.2 The applicable guarantee is either:

(a) 50 qualifying Domestic EPC jobs; or

(b) 5 qualifying Commercial EPC jobs

during the applicable 12-month Guarantee Period.

19.3 The applicable route must be recorded in the Plan Schedule or Key Commercial Terms Order Form. The two routes are alternatives and are not cumulative unless EPC Hub expressly agrees otherwise.

19.4 The Guarantee Period begins on the applicable Guarantee Start Date recorded by EPC Hub.

19.5 EPC Hub may require the Assessor to complete reasonable onboarding requirements before the Guarantee Start Date, including:

(a) completing the professional profile;

(b) setting applicable pricing;

(d) maintaining required accreditation and insurance;

(e) providing reasonable availability; and

(f) enabling the relevant booking or quote functionality.

19.6 A qualifying Domestic EPC or Commercial EPC counts when:

(a) it is EPC Hub Work;

(b) it is within the Assessor's stated service area and accreditation;

(d) the work is not fraudulent, duplicated or artificially created;

(e) the Assessor is reasonably capable of carrying out the work; and

(f) any additional qualifying conditions disclosed in the applicable Plan Schedule are satisfied.

19.7 A reasonable professional refusal does not invalidate the guarantee. This includes a refusal because:

(a) the job is outside the Assessor's competence or accreditation;

(b) the property or appointment presents a genuine safety concern;

(d) the Customer behaves abusively or fraudulently; or

(e) another objectively reasonable professional reason applies.

19.8 An Assessor must nevertheless make reasonable efforts to accept suitable qualifying opportunities and must not deliberately reject work merely to manufacture a guarantee shortfall.

19.9 EPC Hub may conduct a performance review after approximately 30 days to identify incomplete profile information, unrealistic pricing, insufficient availability, poor response rates or other factors reasonably affecting performance.

19.10 Where the Assessor is materially unavailable for an extended period, EPC Hub may pause and extend the Guarantee Period by a corresponding reasonable period.

19.11 If EPC Hub delivers fewer qualifying jobs than the applicable guarantee by the end of the Guarantee Period, the Assessor is entitled to a pro-rata refund of the Growth membership fee actually paid for that Guarantee Period.

19.12 The refund is calculated by reference to the percentage of the guaranteed qualifying work not delivered.

19.13 Example: if the guarantee is 50 Domestic EPCs and 40 qualifying EPCs are delivered, 80% of the guarantee has been delivered and the refund is 20% of the eligible Growth membership fee.

19.14 The maximum refund is the Growth membership fee actually paid for the relevant Guarantee Period.

19.15 The guarantee does not promise a particular revenue, profit, customer lifetime value or margin.

19.16 Fraudulent, duplicate, self-generated or manipulated jobs do not count toward either party's performance calculation.

19A. 30-Day Assessor Membership Performance Guarantee

19A.1 This section applies only where an eligible paid Assessor Membership is expressly advertised and sold with the 30-Day Membership Performance Guarantee.

19A.2 The guarantee is a performance guarantee rather than an unconditional right to cancel a Membership for a full refund. It guarantees the financial shortfall described in this section where the eligibility and participation requirements are satisfied.

19A.3 The guarantee may apply to Pro, Growth or another eligible paid Assessor Membership where EPC Hub expressly identifies that Membership as eligible before purchase.

19A.4 The Guarantee Start Date is the first date on which all of the following are satisfied:

(a) the eligible paid Membership is active and the applicable Membership Fee has been paid;

(b) the Assessor's EPC Hub professional profile is complete and publicly live;

(c) all applicable EPC pricing required for the services offered under the guarantee has been completed and made live; and

(d) at least four eligible Connected Acquisition Channels are connected to the Assessor's EPC Hub profile.

19A.5 The Guarantee Period is 30 consecutive calendar days beginning on the Guarantee Start Date.

19A.6 Eligible Connected Acquisition Channels may include, where supported by EPC Hub:

(a) Google Business Profile;

(b) the Assessor's own website;

(d) email or an email-signature link;

(e) EPC Hub QR codes;

(f) SMS;

(g) WhatsApp;

(h) Agent Connect;

(i) another tracked referral, professional or acquisition channel expressly approved by EPC Hub.

19A.7 EPC Hub may reasonably determine whether a channel is genuinely connected and capable of directing prospective Customers to the Assessor's EPC Hub profile or EPC Hub customer journey. Multiple links or placements within substantially the same channel do not necessarily count as separate Connected Acquisition Channels.

19A.8 Throughout the Guarantee Period, the Assessor must:

(a) keep at least four eligible Connected Acquisition Channels active;

(b) remain appropriately accredited, qualified and insured for the relevant EPC services;

(d) remain reasonably available to undertake suitable work;

(e) respond reasonably promptly to genuine enquiries, quote requests and bookings;

(f) use EPC Hub's booking, quoting, messaging, payment or attribution journey where reasonably required for the relevant Customer journey;

(g) not deliberately disable, frustrate or divert qualifying acquisition activity; and

(h) otherwise give EPC Hub a fair and reasonable opportunity to deliver value from the Membership.

19A.9 The requirements in clause 19A.8 are objective participation requirements. An Assessor is not required to accept unsafe, unlawful, fraudulent, professionally unsuitable, out-of-area or otherwise objectively unreasonable work merely to preserve eligibility.

19A.10 A minor or technical breach which has no material effect on EPC Hub's ability to generate, attribute or measure qualifying income will not by itself invalidate an otherwise valid guarantee claim.

19A.11 For this guarantee, Qualifying Net EPC Income means the amount attributable through EPC Hub to genuine completed and paid Domestic or Commercial EPC services during the Guarantee Period, calculated:

(a) after Customer refunds and discounts;

(b) after applicable EPC Hub Platform Fees;

(d) excluding VAT collected on behalf of HMRC where VAT does not form part of the Assessor's economic income; and

(e) before the Assessor's own income tax, corporation tax and general business expenses.

19A.12 Qualifying Net EPC Income may include:

(a) qualifying EPC Hub marketplace work; and

(b) qualifying Own Work or externally generated work where the Customer journey is genuinely generated through, directed through or attributable to an eligible Connected Acquisition Channel and EPC Hub can reasonably verify that attribution.

19A.13 A job does not become Qualifying Net EPC Income merely because the Assessor manually enters it into EPC Hub. Historic work, unrelated existing work or other manually created CRM records without a qualifying attributable EPC Hub journey do not count.

19A.14 EPC Hub may use reasonable attribution evidence including tracked links, QR codes, campaign identifiers, profile views, referral records, source parameters, messages, bookings, quotes and payment records.

19A.15 Where the attribution of a genuine transaction is unclear, EPC Hub will assess the available evidence reasonably and in good faith.

19A.16 If verified Qualifying Net EPC Income at the end of the Guarantee Period is less than the eligible Membership Fee actually paid, EPC Hub will refund the monetary shortfall.

19A.17 The shortfall is calculated as:

Eligible Membership Fee actually paid − Qualifying Net EPC Income = Performance Guarantee refund.

19A.18 Example: where an Assessor pays an eligible Membership Fee of £495 and generates £450 of Qualifying Net EPC Income during the Guarantee Period, the shortfall is £45 and the eligible Performance Guarantee refund is £45.

19A.19 If Qualifying Net EPC Income equals or exceeds the eligible Membership Fee actually paid, no refund is due under this Performance Guarantee.

19A.20 The maximum refund under this guarantee is the eligible Membership Fee actually paid.

19A.21 The guarantee does not compensate for:

(a) expected profits;

(b) lost opportunities;

(d) time spent using EPC Hub;

(e) advertising or other products purchased separately;

(f) tax liabilities; or

(g) consequential or indirect loss.

19A.22 A transaction which is subsequently refunded, charged back, cancelled, found to be fraudulent or otherwise reversed may be removed from Qualifying Net EPC Income.

19A.23 Where a qualifying job is completed during the Guarantee Period but payment is still legitimately processing at the end of the period, EPC Hub may wait a reasonable period for the payment outcome before finalising the calculation.

19A.24 The guarantee does not apply, or EPC Hub may reduce or reject a claim to the extent reasonably caused by the Assessor:

(a) materially failing to satisfy clause 19A.8;

(b) deliberately disabling required acquisition channels;

(d) deliberately diverting Customers or payments off-platform to prevent attribution;

(e) creating false, duplicate, self-generated or manipulated transactions;

(f) materially preventing EPC Hub from providing or measuring the service; or

(g) otherwise acting fraudulently or abusively in relation to the guarantee.

19A.25 EPC Hub will not rely on clause 19A.24 to reject a claim merely because an Assessor reasonably refused work for a genuine safety, legal, accreditation, geographic, capacity or professional reason.

19A.26 Unless EPC Hub automatically processes the refund, an Assessor must request a Performance Guarantee review within 30 days after the end of the Guarantee Period using the method stated in the account or by contacting EPC Hub.

19A.27 EPC Hub may request reasonable information necessary to verify the claim but will not require irrelevant or disproportionate evidence.

19A.28 Once an eligible shortfall has been verified, EPC Hub will process the applicable refund within 14 days, subject to ordinary banking or payment-provider processing times.

19A.29 Following a Performance Guarantee refund, the Assessor's Membership does not automatically terminate unless the applicable Plan Schedule expressly states otherwise. Any downgrade, cancellation or continuation will follow the Membership terms applicable to that plan.

19A.30 The Performance Guarantee is separate from the Assessor Growth Work Guarantee in section 19.

19A.31 Where a Growth Membership qualifies for both guarantees, each guarantee is assessed according to its own eligibility conditions, measurement period and remedy.

19A.32 The same monetary loss will not be refunded twice. Where payments under the two guarantees overlap in respect of the same membership fee or same shortfall, EPC Hub may offset the earlier refund when calculating the later remedy, while preserving any additional amount genuinely due under the applicable guarantee.

19A.33 The Performance Guarantee is additional to any statutory or contractual rights which cannot lawfully be excluded.

PART D - INSTALLER TERMS

20. Installer professional obligations

20.1 Installers must maintain all licences, certifications, registrations, competence, insurance and consumer-protection arrangements required for the services they advertise.

20.2 Where an Installer claims MCS certification, RECC membership or another accreditation, the claim must be accurate and current.

20.3 The Installer is responsible for surveys, designs, quotations, contracts, installations, warranties, commissioning, certification, planning, DNO matters and regulatory compliance applicable to its work.

20.4 EPC Hub does not direct the Installer's technical judgment.

20.5 Installers must provide Customers with legally required pre-contract information and cancellation information.

21. Installer Qualifying Work

21.1 Installer Qualifying Work is work which:

(a) is EPC Hub Work;

(b) results in a genuine Customer contract with the Installer;

(d) satisfies the applicable Success Fee rules.

21.2 Unless the applicable order form expressly states otherwise, a profile view, enquiry, message, estimate or quote alone does not trigger the standard Installer Success Fee.

21.3 The standard Installer Success Fee is triggered when qualifying paid work occurs under the transaction rules applicable to the relevant service.

21.4 EPC Hub may calculate the fee on the VAT-exclusive contract value unless the applicable Plan Schedule states otherwise.

21.5 Genuine Own Work is not subject to an Installer Success Fee merely because EPC Hub tools are used to manage it, unless a separate paid product expressly provides otherwise.

22. 14-day / £100,000 0% success-fee introduction

22.1 Eligible new Installers may receive an introductory 0% Success Fee period.

22.2 Unless the applicable offer states otherwise, the introductory period ends on the earlier of:

(a) 14 calendar days from the applicable activation date; or

(b) the point at which £100,000 of cumulative qualifying EPC Hub work value has been reached.

22.3 Work which validly qualifies during the introductory period remains at the applicable 0% Success Fee even if later project stages occur after the introductory period, unless the original offer clearly stated otherwise.

22.4 Work accepted after the introductory period is charged at the Installer's then-applicable Success Tier.

22.5 The introductory offer is intended for genuine new Installer participation and may be refused or withdrawn in cases of duplicate accounts, re-registration, common control or abuse.

23. Installer Success Tiers

23.1 Installer Success Tiers are based on lifetime cumulative qualifying EPC Hub work value.

23.2 The current thresholds and Success Fee percentages are set out in Schedule 3.

23.3 Success Tiers do not reset annually.

23.4 Once an Installer reaches a Tier, it retains that Tier while the account remains in good standing, subject to correction for fraud, duplicate transactions, cancellations, refunds or material data errors.

23.5 Unless the applicable offer states otherwise, the Success Fee applicable to a qualifying transaction is determined by the Installer's Tier when the relevant fee-triggering event occurs.

23.6 EPC Hub may display progress toward the next Tier in the Installer dashboard.

24. Changes to contract value and fee reconciliation

24.1 Where a qualifying Installer contract increases or decreases after acceptance, EPC Hub may adjust the applicable Success Fee to reflect the genuine final qualifying contract value.

24.2 Genuine customer-approved variations may increase the qualifying work value.

24.3 Cancelled, refunded or removed scope may reduce the qualifying work value where reasonably evidenced.

24.4 EPC Hub may issue additional charges, credits or refunds to reconcile material differences.

24.5 An Installer must not artificially split, understate or restructure a contract to reduce the Success Fee.

25. Success-fee statements and disputes

25.1 EPC Hub may provide statements showing qualifying work, attributed contract value, applicable Tier, Success Fee and adjustments.

25.2 An Installer should raise a genuine attribution or calculation dispute promptly after receiving the relevant statement.

25.3 EPC Hub will review reasonable supporting evidence.

25.4 Undisputed amounts remain payable while a separate disputed item is investigated.

25.5 EPC Hub may correct obvious calculation, duplication or attribution errors.

26. Google Ads Guaranteed Work Boosts

26.1 EPC Hub may offer optional Google Ads Guaranteed Work Boosts to eligible Installers.

26.2 The applicable package, investment, target Guaranteed Contracted Work Value and target delivery period are shown in Schedule 4 and/or the Installer's Order Form.

26.3 Guaranteed Contracted Work Value means the VAT-exclusive value of genuine Installer Qualifying Work which reaches the contractual stage specified for the applicable Work Boost.

26.4 Unless the applicable Order Form states otherwise, the guarantee relates to contracted work value and not to profit, gross margin, cash collected, completed installations or lifetime customer value.

26.5 The Installer must:

(a) maintain reasonable capacity to accept suitable work;

(b) keep its profile, services, pricing or quote information reasonably current;

(d) cooperate with reasonable campaign optimisation;

(e) maintain required accreditation and insurance; and

(f) not deliberately reject suitable work merely to manufacture a guarantee shortfall.

26.6 Reasonable professional, commercial or safety refusals do not automatically invalidate the guarantee.

26.7 EPC Hub may pause or adjust the delivery period where the Installer is materially unavailable, suspends relevant services, materially restricts geography or otherwise prevents reasonable campaign delivery.

26.8 If EPC Hub has not delivered the applicable Guaranteed Contracted Work Value by the end of the target delivery period, EPC Hub has a further 30-day cure period to deliver the remaining qualifying work value.

26.9 If a shortfall remains at the end of the cure period, the Installer is entitled to a pro-rata refund of the original Work Boost investment corresponding to the percentage of the guaranteed work value not delivered.

26.10 Example: if a package guarantees £100,000 of contracted work value and £80,000 is delivered by the end of the cure period, 80% has been delivered and the refund is 20% of the eligible Work Boost investment.

26.11 The maximum refund is the Work Boost investment actually paid.

26.12 The guarantee does not promise a particular profit, conversion rate, installation margin or cash-flow outcome.

26.13 Normal Installer Success Fees continue to apply to qualifying work generated by a Work Boost unless the applicable Order Form expressly states otherwise.

26.14 EPC Hub may exclude fraudulent, duplicate, self-generated, cancelled or artificially manipulated contracts from the calculation.

27. Green Rewards

27.1 EPC Hub may pay Green Rewards to eligible Professionals who refer Customers who complete qualifying Solar PV or Heat Pump installations through EPC Hub.

27.2 Current reward amounts are shown in Schedule 5.

27.3 Green Rewards are cash rewards unless EPC Hub expressly states otherwise before the referral.

27.4 A Green Reward is earned when the qualifying installation has been completed and reasonably verified by EPC Hub.

27.5 EPC Hub may require reasonable evidence of completion, Customer identity, attribution and payment status.

27.6 The reward is normally paid within 30 days after reasonable verification and receipt of any payment information EPC Hub reasonably requires.

27.7 A validly earned reward does not expire before payment.

27.8 A claim should ordinarily be made within 12 months of the qualifying installation completing.

27.9 Solar PV and Heat Pump are separate reward categories. One qualifying reward may be earned for each qualifying technology on the same referral where the conditions are independently satisfied.

27.10 Fraudulent, self-referrals, duplicate referrals or manipulated transactions do not qualify.

27.11 EPC Hub may change reward amounts prospectively but will not retrospectively reduce a reward already validly earned.

PART E - PLATFORM TRANSACTIONS AND TRUST

28. Payments and processing costs

28.1 EPC Hub may use Stripe or another regulated payment provider.

28.2 The Customer will be shown the total amount payable before payment.

28.3 Pro-rata allocation of payment-processing fees

Where a Customer makes a payment through EPC Hub, any applicable third-party payment-processing fees, including Stripe transaction fees, will be allocated proportionately between EPC Hub and the Professional according to the amount of that payment each party is entitled to receive.

Each party is responsible only for the proportion of the payment-processing fees attributable to its own share of the payment.

Where an Assessor or Installer is entitled to receive 100% of a payment, they are responsible for 100% of the applicable payment-processing fees. Where a payment is shared between EPC Hub and the Professional, each party is responsible for the corresponding proportion of those fees.

This principle applies to all payments processed through EPC Hub, including EPC bookings, installation deposits, staged payments and final balance payments.

The applicable processing fees may be deducted from each party's share of the payment or otherwise allocated through the payment and payout reconciliation process.

These charges are separate from any EPC Hub Membership Fee, Platform Fee or Installer Success Fee.

28.4 EPC Hub may deduct agreed Platform Fees, Success Fees, refunds, chargebacks or other authorised amounts before paying the Professional.

28.5 EPC Hub will not impose an undisclosed mandatory charge after the Customer or Professional has committed to a transaction.

28.6 VAT invoices or receipts will be provided where required by law.

29. Payouts, chargebacks and fraud

29.1 Payout timing may depend on payment-provider settlement, fraud checks, Customer disputes, document upload, project milestones or other disclosed release conditions.

29.2 EPC Hub may reasonably delay a payout while investigating suspected fraud, duplicate payment, chargeback, regulatory concern or material transaction dispute.

29.3 Where a payment is reversed or charged back after a Professional has been paid, EPC Hub may recover the corresponding amount from future payouts or request repayment, subject to applicable law and the underlying facts.

29.4 EPC Hub will not withhold undisputed funds for longer than reasonably necessary.

30. Reviews and ratings

30.1 EPC Hub may allow Customers to submit ratings, written reviews, photographs, videos, case studies or other feedback.

30.2 Reviews must reflect a genuine experience and must not be fabricated, purchased, manipulated or submitted by a person pretending to be an independent Customer.

30.3 Professionals must not offer an incentive conditional on the Customer leaving a positive review or particular rating.

30.4 EPC Hub may operate verification labels. A verification label describes the specific matter EPC Hub has reasonably verified and does not mean EPC Hub independently guarantees every statement in the review.

30.5 EPC Hub may use labels including:

(a) Verified EPC Hub Customer - where EPC Hub can reasonably verify a genuine EPC Hub customer relationship or transaction;

(b) Verified Installation - where EPC Hub can reasonably verify that the relevant installation reached the completion evidence threshold used by EPC Hub;

(c) MCS Verified Professional - where the Professional's relevant MCS certification status has been checked against the applicable source at the relevant time; and

(d) Imported Review - where a review originated from an identified third-party review or business-profile service.

30.6 Where EPC Hub imports or displays third-party reviews, EPC Hub may identify the source and may not have independently verified every aspect of the underlying customer experience.

30.7 EPC Hub may use proportionate processes to detect and prevent fake or misleading reviews, including transaction matching, account checks, unusual-pattern detection, evidence requests and moderation.

30.8 EPC Hub may refuse, remove, suppress or investigate a review where there is a reasonable basis to believe that it:

(a) is fake or materially misleading;

(b) relates to no genuine experience;

(d) contains personal information which should not be published;

(e) was submitted in return for an undisclosed prohibited incentive;

(f) is spam or irrelevant; or

(g) otherwise breaches the published review rules.

30.9 EPC Hub will not remove a genuine negative review merely because a Professional disagrees with it or because it is commercially inconvenient.

30.10 Professionals may be given a reasonable opportunity to respond to reviews.

30.11 Where EPC Hub knows that a testimonial, review, case study or Open Home participation was incentivised, EPC Hub may disclose the incentive where reasonably necessary for transparency.

30.12 EPC Hub may publish a separate Reviews & Verification Policy explaining in more detail how reviews are collected, checked, labelled, moderated and removed. That policy forms part of these Terms where stated.

31. Communications and messaging

31.1 EPC Hub may provide in-platform messaging, email, SMS, telephone, WhatsApp or other communication tools.

31.2 Users must not use EPC Hub communications to harass, threaten, spam or unlawfully market to another user.

31.3 EPC Hub may retain communications where reasonably necessary for service delivery, dispute resolution, safety, fraud prevention, legal compliance and audit.

31.4 EPC Hub may use automated systems to identify suspected fraud, abuse, prohibited contact circumvention or safety concerns, subject to applicable data-protection law.

31.5 EPC Hub may restrict disclosure of Customer contact information or precise property details until reasonably required for the relevant transaction.

32. Data protection and privacy

32.1 EPC Hub will process personal data in accordance with applicable UK data-protection law and the EPC Hub Privacy Policy.

32.2 EPC Hub and a Professional may each act as an independent controller for personal data they process for their own purposes.

32.3 Professionals must process Customer personal data lawfully, fairly, securely and only for appropriate purposes.

32.4 A Professional must not add a Customer to unrelated marketing lists merely because the Customer contacted them through EPC Hub unless the Professional has a lawful basis to do so.

32.5 EPC Hub may process transaction, attribution, profile, messaging, payment, review and project data for legitimate Platform purposes described in the Privacy Policy.

32.6 Users may exercise applicable data-protection rights using the contact method stated in the Privacy Policy.

33. Intellectual property and content

33.1 EPC Hub owns or licenses the Platform software, branding, layouts, databases, text, graphics and other EPC Hub materials, except for user content and third-party materials.

33.2 Users retain ownership of content they upload, subject to the licence in this section.

33.3 By uploading content to EPC Hub, the user grants EPC Hub a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, resize, crop, transcode, display and distribute that content to the extent reasonably necessary to operate, improve, promote and provide the Platform and the user's profile, projects or services.

33.4 The licence ends when the content is deleted and no longer reasonably required for legal, backup, dispute or record-keeping purposes, except for content already lawfully incorporated into completed records or materials.

33.5 Users must have the rights and permissions necessary to upload content.

Professional profile, gallery and media rules

33.6 Professionals may upload genuine photographs and media relating to their business and work, including:

(a) completed installation photographs;

(b) before-and-after photographs;

(d) branded uniforms;

(e) branded vehicles appearing naturally in genuine project photographs;

(f) equipment and technology;

(g) completed projects;

(h) company introduction videos;

(i) customer video testimonials; and

(j) genuine case studies.

33.7 EPC Hub may designate particular profile, cover, gallery, portfolio, testimonial or other media fields as contact-free media areas.

33.8 In a contact-free media area, a Professional must not deliberately use an image, video, graphic or overlay primarily as a means of directing Customers away from EPC Hub.

33.9 Unless EPC Hub expressly permits otherwise, prohibited prominent content in a contact-free media area includes:

(a) telephone numbers;

(b) email addresses;

(d) QR codes;

(e) social-media handles intended as direct contact instructions;

(f) business cards or advertising graphics dominated by contact details; and

(g) wording such as "contact us direct" or equivalent instructions intended to bypass the EPC Hub journey.

33.10 Ordinary company branding is permitted. A company logo, branded uniform, branded vehicle or naturally occurring signage in a genuine project image is not prohibited merely because it identifies the company, provided the media is not deliberately designed or selected primarily to display prohibited contact information.

33.11 EPC Hub may crop, hide, reject, remove or request replacement of media which does not comply with these rules.

33.12 EPC Hub may use automated image or text detection to assist moderation, but material enforcement decisions may be reviewed where reasonably appropriate.

Videos, testimonials and case studies

33.13 A Professional may upload a company introduction video explaining its business, experience, approach or services, provided the content is accurate and not materially misleading.

33.14 A Customer testimonial or case study must be based on a genuine customer or project experience.

33.15 The Professional must have all permissions reasonably necessary to publish identifiable Customers, properties, employees, logos, footage, photographs, music and other protected content.

33.16 A Professional must not materially misrepresent:

(a) the price paid;

(b) energy savings;

(d) EPC improvement;

(e) installation performance;

(f) grants or funding;

(g) completion status;

(h) Customer satisfaction; or

(i) another material project outcome.

33.17 Where a result is modelled, forecast, estimated or illustrative rather than measured, that distinction should be made clear where it would otherwise be misleading.

33.18 EPC Hub may remove or request evidence for a testimonial, case study or media claim where there is a reasonable basis to question its authenticity or accuracy.

34. AI, automation and ranking

34.1 EPC Hub may use algorithms, automated systems and artificial intelligence to assist with matching, recommendations, fraud prevention, customer support, content moderation, profile optimisation, pricing tools and other Platform functions.

34.2 Automated outputs may be imperfect and should not be treated as professional energy, legal, financial, structural or technical advice unless expressly stated otherwise.

34.3 EPC Hub may rank Professionals using factors including:

(a) location or service area;

(b) relevant services;

(d) profile completeness;

(e) response behaviour;

(f) reviews;

(g) verified credentials;

(h) customer relevance;

(i) Membership Plan or paid promotional priority where applicable;

(j) campaign or marketplace objectives; and

(k) other legitimate marketplace-quality factors.

34.4 Membership or paid promotion may influence visibility or priority where the applicable plan or placement says so.

34.5 EPC Hub will not knowingly present a paid placement as an entirely independent quality ranking where that would be materially misleading.

34.6 Ranking and recommendation systems may change over time as EPC Hub improves the Platform.

34.7 No ranking position is permanently guaranteed unless EPC Hub expressly agrees otherwise in writing.

34A. Third-party integrations and imported information

34A.1 EPC Hub may allow users to connect or import information from third-party services such as Google Business Profile, review platforms, accreditation registers, MCS or other supported services.

34A.2 The user must have authority to connect the relevant account or information.

34A.3 Third-party information may be unavailable, delayed, incomplete or changed by the third-party provider.

34A.4 EPC Hub does not control a third-party service and is not responsible for its independent availability, policies or data accuracy.

34A.5 EPC Hub may stop displaying imported information where the connection expires, the source becomes unavailable, the user disconnects it or EPC Hub reasonably believes the information is inaccurate or misleading.

34A.6 A verification or integration status may reflect information available at a particular time and may be updated when EPC Hub receives newer information.

35. Security, audit and records

35.1 EPC Hub may keep records reasonably necessary to establish:

(a) which Terms version a user accepted;

(b) which Plan and commercial terms applied;

(d) attribution;

(e) guarantee performance;

(f) Success Tier progress;

(g) reward entitlement;

(h) verification status; and

(i) disputes and complaints.

35.2 Users must not tamper with or deliberately falsify Platform records.

35.3 EPC Hub may retain relevant records for the period reasonably required by law, tax, accounting, fraud-prevention, dispute or legitimate business requirements.

PART F - ENFORCEMENT AND LEGAL TERMS

36. Complaints

36.1 Users should first raise a complaint through EPC Hub's published support or complaints channel.

36.2 EPC Hub will aim to acknowledge and investigate complaints within a reasonable period.

36.3 Where the complaint concerns the Professional's underlying service, EPC Hub may ask the Professional to respond directly while remaining available to assist with Platform records or payment information.

36.4 Nothing in the complaints process prevents a consumer from using any statutory dispute-resolution or court rights available to them.

36.5 Legal notices and formal complaints may be sent to info@epchub.org unless EPC Hub publishes a replacement address.

37. Suspension and termination

37.1 A user may stop using EPC Hub subject to any outstanding payment, booking, project, guarantee or contractual obligations.

37.2 EPC Hub may suspend or terminate an account where reasonably necessary because of:

(a) fraud or suspected fraud;

(b) serious or repeated breach of these Terms;

(d) serious safety concerns;

(e) unlawful conduct;

(f) non-payment;

(g) abuse of Customers, Professionals or staff;

(h) manipulation of reviews, guarantees, rewards or attribution; or

(i) material risk to users or the Platform.

37.3 Where appropriate, EPC Hub may give the user an opportunity to remedy a breach before suspension or termination.

37.4 Immediate action may be taken where reasonably necessary for safety, fraud prevention, legal compliance or serious Platform integrity concerns.

37.5 Termination does not remove payment obligations or rights which arose before termination.

37.6 EPC Hub will not use termination merely to avoid paying a valid guarantee or reward.

38. Liability

38.1 Nothing in these Terms excludes or limits liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation;

(d) any other matter for which exclusion or limitation is prohibited by law.

38.2 Nothing in these Terms limits a consumer's mandatory statutory rights.

38.3 EPC Hub is responsible for losses which are a foreseeable result of EPC Hub breaching its obligations to a consumer, subject to applicable law.

38.4 EPC Hub is not responsible for the Professional's independent technical or professional work merely because the Professional was discovered, booked, messaged or paid through EPC Hub.

38.5 A Professional remains responsible for its own:

(a) workmanship;

(b) professional advice;

(d) designs;

(e) installations;

(f) certification;

(g) warranties;

(h) employees and subcontractors;

(i) regulatory compliance; and

(j) contractual promises to Customers.

38.6 For business users, subject to clause 38.1, EPC Hub will not be liable for indirect or consequential loss, loss of anticipated profit, loss of business opportunity or loss of goodwill which was not a reasonably foreseeable direct consequence of EPC Hub's breach.

38.7 For business users, subject to clause 38.1 and any express guarantee remedy, EPC Hub's aggregate liability arising from the relevant paid service will ordinarily be limited to the greater of:

(a) the amount paid by the business user to EPC Hub for the relevant paid service during the 12 months preceding the event giving rise to the claim; or

(b) £1,000,

unless the applicable Order Form expressly provides a higher limit.

38.8 Clause 38.7 does not reduce an express refund entitlement under the Assessor Growth Work Guarantee, 30-Day Membership Performance Guarantee, Google Ads Guaranteed Work Boost or another express written guarantee.

38.9 EPC Hub is not liable for a failure caused by inaccurate information supplied by the user, unlawful user conduct, or circumstances outside EPC Hub's reasonable control, subject to applicable law.

39. Indemnities and recovery of loss

39.1 A business Professional is responsible for reasonable direct losses, liabilities, claims and costs incurred by EPC Hub as a result of the Professional's:

(a) unlawful professional services;

(b) fraudulent conduct;

(d) deliberate misuse of Customer personal data;

(e) deliberate fee circumvention; or

(f) material breach of these Terms,

to the extent the loss was caused by that conduct.

39.2 This clause does not require a Professional to indemnify EPC Hub for loss caused by EPC Hub's own negligence, breach or unlawful conduct.

39.3 EPC Hub will take reasonable steps to mitigate recoverable loss.

40. Changes to services, plans and Terms

40.1 EPC Hub may improve, modify or discontinue Platform features.

40.2 EPC Hub may change future plan pricing, fees, reward amounts, Success Tier thresholds or benefits.

40.3 Material changes to an existing paid commitment will not be applied retrospectively where doing so would remove a benefit, guarantee or commercial term already earned or contractually fixed for the current term.

40.4 Where a material change adversely affects an ongoing paid service, EPC Hub will provide reasonable notice where required by law or contract.

40.5 The Terms version and key commercial terms accepted at purchase should be stored by EPC Hub.

41. Force majeure

41.1 Neither party is responsible for delay or failure caused by circumstances outside its reasonable control, including widespread telecommunications failure, payment-network failure, natural disaster, war, terrorism, civil disorder, government action or major infrastructure outage.

41.2 This clause does not excuse payment obligations which had already become due before the event.

41.3 Where a force-majeure event materially affects a guaranteed delivery period, the affected period may be extended by a reasonable corresponding period where fair in the circumstances.

42. General legal provisions

42.1 Severability. If a provision is invalid or unenforceable, the remaining provisions continue in force.

42.2 No waiver. A failure to enforce a right immediately does not waive that right.

42.3 Entire agreement. For business users, these Terms together with the applicable Order Form, Plan Schedule and expressly incorporated policies form the agreement concerning the relevant EPC Hub service, except in cases of fraud or where the law provides otherwise.

42.4 Assignment. EPC Hub may transfer these Terms as part of a genuine sale, merger, restructuring or transfer of the Platform. A Professional may not transfer a verified professional account without EPC Hub's agreement.

42.5 Third-party rights. Unless expressly stated, no third party has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

42.6 Survival. Payment, confidentiality, data-protection, intellectual-property, dispute and other provisions which by their nature need to continue after termination survive for as long as reasonably necessary.

42.7 Notices. Important notices may be sent by email, in-platform message or another stated method and are treated as received when they would ordinarily be expected to have been received.

42.8 Language. The English version governs where a translation conflicts with it.

42.9 No oral variation. A material commercial change to an accepted Plan or order form must be recorded in writing or electronically.

43. Governing law and jurisdiction

43.1 These Terms are governed by the laws of England and Wales.

43.2 Subject to mandatory consumer rights and any valid agreed ADR process, the courts of England and Wales have jurisdiction.

43.3 EPC Hub and a business user may agree confidential mediation or arbitration in writing for a particular dispute, but these Terms do not remove court rights where the law does not permit that.

Contact details

General support: support@epchub.org

Privacy: privacy@epchub.org

Legal notices: info@epchub.org

Legal entity: Peak Mastery Ltd, trading as EPC Hub

Company number: 16801554

Registered office: 124 City Road, London, England, EC1V 2NX