Terms & Conditions

Preparing for your survey

 

On the day of your survey, please have your latest energy bills available in either print or digital

format for all fuel sources that are in use in the property, such as electricity, gas, oil, LPG, or

seasoned wood.

 

If you do not have access to your bills, please contact your energy provider, or use a smart

meter, to enable our surveyor to record:

 

● Your electricity unit rate (p/kWh)

● Your solid fuel unit rate (p/kWh, or p/Kg)

● The MPAN number from your electricity bill

● The annual kWh consumption from your electricity bill

● The annual kWh consumption from your gas bill

 

Please ensure the entire property is accessible for our surveyor, as we will need to record all

room sizes and heights, radiator sizes and placements, glazed areas, doors, any ventilation that

is present within the property, insulation levels, floor types, fuse boards, plus many more points

of reference. We will also require access to the loft space for both heating systems and solar

surveys.

 

If your survey is for a heating system, such as air source heat pumps or first time heating

systems, please have ready any supporting documentation of retro-fitted or additional insulation

levels, such as cavity wall insulation, internal or external wall insulation or loft insulation, and

letters of completion/certification/building regulation notifications for additional sections of the

property such as a room in roof, dorma section of a roof, or any additional extensions to the

main dwelling.

 

If you don’t have this information to hand, don’t worry - just let our surveyor know, and we will

pass it to your installer.

 

 

In the unlikely event that your surveyor is running late to your appointment time, they will

contact you via the telephone number provided. Please be aware of any phone calls on the day

of your survey from an unknown or private number, as this may be our surveyor attempting to

contact you.

 

Cooling-Off Period

 

A six hour cooling off period begins from when you receive these Terms & Conditions via email

or SMS. Within these six hours, you are entitled to cancel your survey free of charge, providing

the above guidelines have been met. You will receive a full refund if you cancel within this

cooling off period.

 

If accepted, we will refund the full price paid for the services to the original method of payment.

We are unable to refund either a full or partial amount to a different form of payment, or to a

different account, or to any third party. Please allow up to fourteen calendar days for your refund

to be processed, and a further ten days once accepted by the payment vendor/bank.

 

Cancellation & Refund Policy

 

● To cancel your appointment, we MUST receive an email at office@apex-surveys.co.uk

stating your full name, address, and the reason for cancellation.

● To request a refund for your survey, we MUST receive an email at

office@apex-surveys.co.uk stating your full name, address, and the reason for a refund.

● You are entitled to a refund minus a £50 administration charge if you cancel your

appointment more than 24 hours before the earliest agreed appointment date and time.

On receipt of your refund request, we will approve or deny your request via email, SMS,

or telephone call.

● If you are approved, your refund will be processed, and a credit will be applied to your

original method of payment automatically within 14 calendar days.

● If you are declined, a satisfactory reason for denying the refund will be provided.

Refunds will not be granted if:

● A survey is cancelled by yourself within 24 hours of the earliest agreed appointment

time.

● A refund is requested following the re-arrangement of a survey for any reason.

● The appointment has been missed with no contact made to Apex by email, SMS or

telephone call to inform us of your absence.

● Your survey has been conducted and completed, and the services provided are deemed

to be of reasonable quality.

● A survey cannot be fully completed due to the property/building being in a dishevelled,

unsanitary, unsafe or incomplete condition.

Exceptions

● Where a survey is rearranged and not fully cancelled by yourself more than 24 hours

before the survey time that has been agreed, you are entitled to one replacement

appointment slot free of charge. This new appointment must be mutually convenient for

both yourself and Apex Renewable Energy Surveys.

● If a second appointment is either cancelled, missed, or re-arranged, a £50 surcharge will

be added to your booking to keep your appointment live. If this remains unpaid after

twenty four hours of a surcharge payment request, the full survey cost will not be

refunded.

● If you wish to keep your appointment slot live, Apex Renewable Energy Surveys

reserves the right to issue the above £50 surcharge multiple times for the same survey

booking, if the appointments are missed multiple times for any of the reasons outlined

above.

● Apex Renewable Energy Surveys reserves the right to deny an appointment or further

subsequent appointments if more than two appointments are missed in a row, without

issuing a full refund.

● If the paid amount includes a surcharge for a large property, and the floor plan(s) we

provide states that the property is less than 250 square metres, you may request the

surcharge to be refunded by emailing us at office@apex-surveys.co.uk. This may be

amended, refunded, or cancelled at our sole discretion. The same refund terms apply for

a standalone surcharge, as stated above.

Right To Cancel

 

If you are a customer in the United Kingdom, you have the right to request a full refund within 14

calendar days from the day after your appointment date, if you feel that the services you agreed

to pay for have not been met. To exercise your right to cancel the contract, please first carefully

read the below Cancellation & Refund Policy, and request a refund in writing within 14 calendar

days of receipt of the services.

 

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in

our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the

offending provision in our Returns Policy will be deemed inapplicable.

 

Late or Missing Refunds

 

If you have followed the above refund request procedure and have not yet received a refund,

please contact your bank at your earliest convenience, as there may be additional processing

time before a refund is returned to you.

 

If you have contacted your bank and have still not received your refund, please email your

query to office@apex-surveys.co.uk stating your full name, address, and detail your query with

as much information as possible.

 

Please note that Apex Renewable Energy Surveys are not responsible for any delays, errors, or

complications that may arise with your bank, and whilst we can offer guidance, advise and

support, we cannot contact your bank on your behalf, or discuss your account with anyone other

than yourself.

 

Survey Documentation

 

As your contact details are typically provided to us by a representative of your chosen

installation company, your survey documents will be passed directly to the installer from which

we received the booking and/or payment, or directly to an installer of your choice, if you have

paid for the survey yourself. Your installer may then add any additional information they feel

may be necessary, or that may be relevant to the specification and system design of your

installation.

 

We will not allow an installer to edit, amend, manipulate or replace any of our provided

documentation, or allow an installer to use our documentation in an effort to deliberately missell

or misinform you of the benefits or potential non-benefits of a product.

 

If you have any questions, queries or concerns, or have noted a discrepancy within any

provided documentation, please contact office@apex-surveys.co.uk at your earliest

convenience, stating your full name, address, and any supporting information and/or questions.

If you have paid for your survey and would like your survey documentation to keep, or if you

decide to change your installer prior to your installation and require your survey documentation

to pass on, you may request a digital copy of your documentation by emailing

office@apex-surveys.co.uk stating your full name, address, and detail your query with as much

information as possible.

 

If you have paid for your survey and would like a printed copy of your survey documentation, a

surcharge of £15 + P&P will be applied to the survey cost. Once posted, please allow up to

fourteen calendar days for your documentation to arrive.

 

Apex Surveys reserves the right to retain a digital copy of your survey documentation on file for

a minimum of ten years and a maximum of fifteen years, in line with data retention and ongoing

audit policies outlined by Elmhurst, Stroma, and Quidos. Please note that you may request this

information to be erased at any time, however any information gathered in order to complete an

Energy Performance Certificate must be retained on file for a maximum of fifteen years.

 

As part of your survey, Apex Surveys may provide you with a draft EPC to access various

government funding for renewable products. This EPC will remain in draft format for the

purposes of pre-installation system design, and will only be lodged upon receipt of a written

request to do so. A written request for lodgement may only be made by the company or

individual that commissioned the survey, or a pre-authorised third party representative.

 

Please note that Apex Surveys is a third party surveying contractor and is commissioned to

gather and supply relevant property information for renewable installation companies across the

UK. Apex Surveys supply the information required to complete a system design and plan of

works, however do not provide the plan of works itself, and is not responsible for:

 

● The final design of your system.

● The quality of system installation.

● The safety of your system installation.

● The overall efficiency of your system.

● The scheme requirements of your chosen installer.

● Any remedial and/or follow up works required after your installation.

● Any funding complications that arise from the administration process of your installer.

 

Apex Renewable Energy Surveys is the trading name of D&G Renewables, a limited company

registered in England & Wales. Company No. 12384048, VAT No. 372651980.

 

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