Terms & conditions

1. Who we are

Cucumber Eco Solutions Ltd is an EPC and residential energy consultancy, registered in England and Wales under company number 11438494. Our contact address is Kimada House, 442 Flixton Road, Urmston, Manchester, M41 6QT.

You can reach us at info@cucumbereco.co.uk or on 0333 038 8113. We help landlords, homeowners and property professionals understand their EPC and choose suitable energy improvements.

2. Your assessment and agreement

Your initial EPC assessment is free and without obligation. Sending an enquiry or receiving a recommendation does not commit you to paid testing or installation work.

Before you book a paid service, we provide a written quotation or booking agreement identifying the property, agreed work, responsible provider, total price including any applicable VAT, deposit, payment stages and expected timescales. A booking is confirmed when you accept that agreement and we confirm it in writing.

These terms form part of that agreement. The booking details specify your individual service; they do not remove the No C No Fee promise where your property has been accepted onto that route. Extra work or changes to an agreed price require your express agreement before they proceed.

3. Specialist testing: No C No Fee

Our specialist testing covers U-value testing, which measures heat transfer through a building element such as a wall, and airtightness testing, which measures air leakage. Your assessment determines whether one or both tests are appropriate.

The promise applies when we have assessed your property and accepted it in writing onto an agreed No C No Fee specialist testing route. That route includes the testing and EPC assessment and lodgement specified in your booking.

• The outcome: a new Energy Performance Certificate rated C or better, lodged on the official EPC register for the agreed property. A prediction, test report or draft certificate alone does not count as success.
• If we achieve C or better: your deposit is credited against the agreed fee. Any remaining balance becomes payable only once the qualifying EPC has been lodged, in line with your written payment terms.
• If we cannot achieve C: we refund your deposit in full and waive the remaining fee for the agreed specialist route. We do not deduct testing, assessment, lodgement or administration costs from that refund.
• How the refund works: we explain the outcome in writing and arrange your refund automatically, within 14 calendar days of determining that the agreed route cannot achieve C. We use your original payment method unless you agree another method, with no refund fee.

If the evidence shows that further improvements would be needed, we explain your options. You do not have to buy extra work to receive the refund due under this promise. Choosing not to proceed with an additional installation does not turn an unsuccessful specialist testing route into a chargeable service.

The promise covers the agreed specialist testing route. Separately contracted retrofit works, installations, grant applications and other services have their own written terms and are not covered by this testing refund promise.

Testing records the property's actual performance. It does not guarantee that every measured value improves an EPC. A qualified assessor must use acceptable evidence and the applicable methodology to lodge the certificate. The promised outcome concerns the EPC lodged for this booking; it is not a guarantee of future ratings following changes to the property or assessment rules.

4. Property information and access

Please provide accurate information to the best of your knowledge, share relevant EPCs and property evidence, and tell us about known hazards or access restrictions. You must own the property or have the owner's authority to instruct the service.

We explain the required access, preparation and likely duration before a visit. Where tenants or managing agents are involved, access and necessary permissions must be arranged with them. Some tests require suitable weather, temperature conditions or repeat visits; we will explain any change and agree the next steps with you.

If a visit cannot safely proceed, we will contact you to arrange a practical solution. A delay or rearranged visit does not, by itself, remove your No C No Fee protection. We will not add unagreed charges.

5. Cancellations and rescheduling

Contact us as soon as possible if you need to cancel or rearrange. Include your name, property address and booking reference, if available. We will confirm the cancellation or revised arrangements in writing.

If you book as a consumer online, by telephone or away from our business premises, you normally have 14 days from the day after the contract is made to cancel a service without giving a reason. Consumer cancellation rights depend on the circumstances of the booking; someone acting mainly for business purposes may not qualify as a consumer.

If you want the service to start during that period, we will obtain your express request. Your statutory cancellation right is lost after full performance only if you also acknowledged this before work began. Any lawful payment for work supplied before a cancellation must have been explained in advance and be proportionate. This does not allow us to charge for an unsuccessful No C No Fee route or deduct costs from its full deposit refund.

Where you exercise a statutory cancellation right, any refund due will be made within 14 days of your cancellation notice. Outside that right, any cancellation terms must have been clearly agreed when you booked and must comply with applicable law. Your deposit is not automatically forfeited.

6. Retrofit works and trusted installers

For retrofit improvements, including solar PV, infrared heating, heat pumps, batteries and insulation, we work with carefully vetted and trusted installers. Our installer network holds MCS certification, TrustMark registration and Competent Person Scheme (CPS) membership appropriate to the work being delivered.

These credentials cover different activities. We match the installer and its relevant qualifications to your project and confirm the delivery company before you commit. A particular accreditation does not cover every technology or every type of work.

Your installation contract is directly with the named installer. It sets out responsibility for surveys, design, permissions, installation, commissioning, certificates, warranties, payment and aftercare. Cucumber Eco provides advice, introductions and coordination; the installer supplies and contracts for the works.

You are free to review the quotation, ask for accreditation details and decide whether to proceed. We remain available to help you communicate with the installer during the process.

7. What you pay, and how we are paid

You do not pay Cucumber Eco directly for retrofit installation works. Any customer contribution or installation payment is agreed with and paid to the installer under your installation contract.

Our remuneration for introducing or coordinating these works is covered by a separate commercial agreement between Cucumber Eco and the installer. This may take the form of a referral or coordination fee paid by the installer.

That arrangement does not add an extra fee or surcharge to your price. You do not owe Cucumber Eco a separate referral, introduction or coordination payment for those works. The installer must clearly explain the total price, any grant contribution and the amount you are required to pay before you accept.

This installation arrangement is separate from any specialist testing service you book directly with Cucumber Eco, which is charged only on its agreed terms, including No C No Fee where applicable.

8. Quotations, funding and expected performance

Installation quotations should identify the equipment and work included, exclusions, applicable taxes, payment stages and any conditions affecting the price. Any change must be explained and agreed before the additional work begins.

Funding is subject to the relevant scheme's rules and approval process. Cucumber Eco does not decide grant awards. The scheme owner, local authority or authorised delivery body confirms eligibility and approval; an initial assessment is not an award of funding.

Estimates of energy savings, generation, running costs or an installation's EPC impact depend on the property, design, usage and stated assumptions. Any specific performance guarantee must be recorded in the relevant written agreement. This does not affect our No C No Fee commitment for an accepted specialist testing route.

9. Service standards and your rights

We will carry out the services we agree to provide with reasonable care and skill, keep you informed and take reasonable steps to resolve problems. Where a delay is outside our control, we will explain its effect and discuss the available options.

We remain responsible for our own services and for any subcontractor delivering a service we have contracted to supply. A separate installer is responsible for its own installation contract. This distinction does not exclude any responsibility Cucumber Eco has under applicable law.

Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or limited. Your statutory rights and remedies remain unaffected.

10. Questions and complaints

If something is not right, please contact us with your property address, relevant booking details and the outcome you are seeking. Our complaints procedure explains how we investigate and escalate concerns.

For an installation concern, we will help you identify the installer's complaints and warranty route. You may also have access to the relevant certification body, scheme or dispute resolution service. Raising a complaint does not remove your refund rights or prevent you from using other available remedies.

11. Your information

We use the information needed to review your enquiry, arrange the agreed service and support delivery. Where needed, relevant information is shared with your assessor or proposed installer. Our privacy policy explains how we handle personal data and your rights. See our cookie policy for website privacy choices.

12. These terms and future changes

Keep a copy of these terms and your written booking agreement. The version supplied when you book applies to that booking. Later website updates do not retrospectively change an agreed service, price or refund promise.

If a term is found unenforceable, the remaining terms continue to apply where possible. A delay in exercising a right does not mean that right has been waived.

These terms are governed by the law of England and Wales. If you are a consumer elsewhere in the UK, this does not remove mandatory protections or your right to bring proceedings in the courts available to you where you live.