Refund Policy

Your certificate copy is a digital product delivered immediately after payment. By completing checkout you ask us to supply it straight away and acknowledge that you lose the 14-day right to cancel under the Consumer Contracts Regulations once the download has been made available. This does not affect your rights if the product is faulty or not as described.

• The PDF could not be produced or delivered to you.
• You were charged more than once for the same certificate.
• The document supplied is for a different property than the one you selected.
• The file is corrupt or unreadable and we cannot supply a working replacement.

• You changed your mind after successfully downloading or receiving the certificate copy.
• The certificate data itself is out of date or contains an assessor error — the register record is not something we author or can amend.
• You ordered the wrong property but the correct document was supplied as selected.

Even so, if something has clearly gone wrong for you, tell us — we look at every request on its merits.

Email info@epccertificatesonline.co.uk within 30 days of purchase with your order reference (shown on your confirmation page and in your email) and a short description of the problem.

We aim to respond within two working days. Approved refunds are returned to the original payment card via Stripe and typically appear within 5–10 working days, depending on your bank.