Who you are booking with
Urban Property Compliance Ltd (company number 17033672, registered in England and Wales). Registered office: G27, Unit 4, Triangle Centre, 399 Uxbridge Road, Southall, England, UB1 3EJ.
Email info@upcuk.uk or call 0330 059 9992.
These terms apply to our website and customer services. Our main service area is London. We may accept larger projects outside London by arrangement. Separate agreed terms apply to professional subcontractors; applying to our network does not itself create a subcontractor agreement.
Scope and appointment arrangements
We arrange property certificates, inspections, surveys, energy assessments and agreed technical work. Your booking or written quotation identifies the service, property, price and any exclusions. A preferred date is a request; attendance and access arrangements must be confirmed. Please provide accurate property details and obtain any necessary permission for access.
An inspection records the findings within its agreed scope at the time of the visit. Booking an inspection does not guarantee a satisfactory result, a particular energy rating or approval by another organisation. Remedial work, additional testing and reinspection are separate unless expressly included. Any change in scope or charge must be agreed before extra work proceeds.
Prices, quotations and payment
The checkout or written quotation shows the amount payable and any applicable taxes or agreed extras before you commit. Published starting prices depend on the property and service selected. Quotes are valid for 30 days unless a different validity period is stated in the quotation.
Online bookings may require payment in advance through Stripe. Other payment schedules, deposits or bank-transfer arrangements apply only where agreed in writing. A payment receipt confirms payment; it does not by itself confirm an appointment time. We do not ask you to email full card details. Statutory late-payment interest may apply to qualifying business debts, not automatically to consumer bookings.
Cancellation and changes
If you are a consumer booking a service online or by phone, you normally have 14 days from the day after the contract is made to cancel without giving a reason. Tell us clearly by email, phone or post using the details below. You do not have to use a particular form.
If you want work to begin within that period, we need your express request before starting. If you then cancel after work has started, you may have to pay a proportionate amount for work properly supplied, where the legal conditions for that charge are met. The cancellation right ends after the service is fully performed only if you expressly requested the early start and acknowledged that consequence. Selecting a preferred appointment date alone does not waive these rights.
Please give at least 24 hours’ notice when changing an appointment where possible. Outside any statutory cancellation right, a cancellation or missed-access charge must have been explained and agreed in advance and must be reasonable in the circumstances. We do not apply an undisclosed automatic call-out fee. Any emergency or out-of-hours rate must be agreed before attendance.
If we cannot provide an agreed service, we will discuss a suitable alternative or refund the amount paid for the service we cannot supply. See our cancellation and refund policy for the process and cancellation template.
Service quality and your rights
We must provide services with reasonable care and skill. If something is wrong, contact us with the booking reference and details so we can investigate and arrange an appropriate remedy. Consumer rights to repeat performance or a price reduction, where applicable, are unaffected. A certificate showing a genuine fault is not in itself evidence of defective service.
New installations carry the existing 12-month workmanship guarantee; parts remain subject to the applicable manufacturer warranty. This additional guarantee does not replace your statutory rights. We are not responsible for a pre-existing defect simply because an inspection discovers it, but remain responsible for damage or loss for which we are legally liable.
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or anything that cannot lawfully be excluded. We do not exclude your mandatory consumer protections.
Information and website use
Our privacy notice explains how booking, payment, professional and portal information is used. You must not misuse accounts, upload unlawful files or attempt to access another person’s records. Keep account credentials private and contact us if you suspect unauthorised access.
Questions, complaints and applicable law
Please use our complaints process if you are unhappy with our service. These terms are governed by the law of England and Wales, without removing any mandatory rights or court protections available to a consumer in their home jurisdiction.
Urban Property Compliance Ltd (company number 17033672, registered in England and Wales). Registered office: G27, Unit 4, Triangle Centre, 399 Uxbridge Road, Southall, England, UB1 3EJ.
Email info@upcuk.uk or call 0330 059 9992.