Refund & Cancellations Policy

Legal Obligations and Certification by a Commercial Gas Engineer London

Last updated: March 09, 2026

This Refund & Cancellations Policy explains how cancellations, rescheduling, refunds, and non-attendance charges work for bookings made with London Safety Certificate.

1) Definitions

  • Company / We / Us: London Safety Certificate (trading name of Home Safe Assessors Ltd).

  • Customer / You: The person or business that books a service.

  • Services: Safety certification and inspection services (e.g., EICR, Gas Safety/CP12, EPC, Fire Risk Assessment, PAT Testing, Asbestos Survey) and any associated reporting/certification.

  • Booking: A confirmed appointment scheduled for inspection/assessment.

  • Working Day: Monday to Friday (excluding UK public/bank holidays).

2) Bookings & Payment

  • Your booking is considered confirmed once your payment has been received (unless we have agreed otherwise in writing).

  • If payment is not received, the booking may remain provisional and can be cancelled or rescheduled.

3) Cancellations by You

  • You may cancel your booking by contacting us by phone or email (details in Section 9).

  • To avoid charges, cancellations must be made at least 24 hours before the scheduled appointment time.

  • If you cancel less than 24 hours before the appointment, an administration charge may apply.

4) Rescheduling by You

  • You may request to reschedule by contacting us.

  • If rescheduling is requested less than 24 hours before the appointment, an administration charge may apply.

  • Rescheduling is subject to availability.

5) Missed Appointments / No Access / Non-Attendance

If our engineer/assessor attends but the service cannot be completed due to circumstances beyond our control, an attendance/administration fee may apply, for example where:

  • we cannot gain access to the property

  • the wrong address was provided

  • there is no gas/electric supply or no access to the meter (where required)

  • access is not provided by the tenant/agent as arranged

  • the responsible adult is not present (where required)

  • the inspection cannot be carried out for reasons not caused by our engineer/assessor

6) Refunds (General)

Where a refund is due, we will refund to the original payment method where possible. Refund timing may vary depending on your bank/payment provider.

Refunds may be offered where:

  • you cancel in line with Section 3

  • we cancel and cannot offer a suitable alternative appointment (see Section 7)

  • a duplicate payment is made in error

Refunds are not normally offered where:

  • the service could not be completed due to non-attendance/no access (Section 5)

  • charges relate to attendance, administration, parking, congestion charge, or similar costs already incurred

7) Cancellations or Changes by Us

We may need to reschedule an appointment due to circumstances outside our control (e.g., engineer availability, emergency jobs, severe weather, or access issues). If this happens:

  • we will contact you to arrange a new appointment as soon as possible

  • if we cannot agree an alternative date/time, you may request a refund for the amount paid for the booking (excluding any non-refundable costs already incurred, if applicable)

8) Remedial Works / Additional Costs

If issues are found that require remedial works, those works are not included unless specifically agreed and paid for. Any quotes provided are separate from the inspection/certification booking unless confirmed in writing.

9) How to Cancel or Request a Refund

To cancel, reschedule, or request a refund, contact us using one of the following:

10) Legal Entity

London Safety Certificate is a trading name of Home Safe Assessors Ltd (Company No. 15620601).
Registered Office (registered office only – no customer visits): 252–262 Romford Road, London, England, E7 9HZ, United Kingdom.
Email: info@londonsafetycertificate.co.uk | Phone: 0208 145 5369