Terms & Conditions

Last updated: 17 August 2026

These Terms & Conditions apply to services provided by APN Green Homes and to the use of the APN Green Homes website.

Please read them before instructing us.

About APN Green Homes

APN Green Homes is operated by:

APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

Telephone: 0370 042 2021
Email: team@apngreenhomes.co.uk
Website: www.apngreenhomes.co.uk

In these Terms, “APN Green Homes”, “APN”, “we”, “us” and “our” mean APN Home Limited.

“You” and “your” mean the customer instructing us to provide the service.

These standard Terms are primarily intended for homeowners and other consumers acting wholly or mainly outside their trade, business, craft or profession.

Where a service is instructed for business purposes, additional or alternative written terms may apply.

Our Services

APN Green Homes provides independent, property-focused advice to homeowners considering energy-efficiency, low-carbon and green home improvements.

Our services may include:

Desktop Green Home Assessments
Comprehensive Green Home Surveys
telephone consultations
property reviews
Green Home reports and action plans
guidance on potential improvement priorities
general planning and regulatory guidance
assistance identifying suitable installers or specialists
related advisory services agreed with you

The precise scope of your service will be confirmed before instruction.

Our Whole-Home Approach

Our assessments consider the home as a whole rather than starting with a particular product.

Depending on your property and the service instructed, we may consider matters including:

solar PV
battery storage
air source heat pumps
ground source heat pumps
existing heating systems
insulation
heat loss
windows and glazing
ventilation
MVHR and heat recovery
air conditioning and cooling
EV charging
smart heating and controls
solar thermal and hot water
planning considerations
Building Regulations considerations
future refurbishment opportunities

Our objective is to help you understand which improvements may be appropriate, what should take priority and how different technologies could work together.

Independent Advice

APN Green Homes does not begin an assessment on the assumption that you need a particular technology.

Our recommendations may include:

carrying out an improvement
investigating an improvement further
completing another improvement first
delaying an improvement
retaining an existing system
obtaining specialist advice
deciding that a particular technology is not presently appropriate

Our role is to provide a property-focused strategy to help you make better-informed decisions.

Desktop Green Home Assessment

A Desktop Green Home Assessment is carried out remotely.

We may consider information including:

photographs
floor plans
elevations
EPC information
property particulars
information about heating and hot water systems
energy-consumption information
information about insulation
details of windows and glazing
information supplied by you
publicly available information about the property
your objectives
your anticipated budget
your future plans for the property

The quality and detail of the assessment depend partly upon the accuracy and completeness of the information available.

A Desktop Green Home Assessment does not include a physical inspection of the property.

Where an issue cannot reasonably be determined remotely, we may recommend further investigation or an on-site assessment.

Comprehensive Green Home Survey

A Comprehensive Green Home Survey includes an agreed visit to the property together with the associated assessment and reporting service.

The inspection is primarily visual and non-destructive.

Unless expressly included within our written scope, we will not:

open up concealed construction
lift fixed floor coverings
remove finishes
expose structural elements
dismantle equipment
undertake destructive testing
test electrical installations
test gas installations
carry out pressure testing
undertake an asbestos survey
provide an EPC
undertake a formal structural survey
undertake invasive damp investigation
certify heating or electrical systems

Where specialist investigation appears necessary, we may recommend that an appropriately qualified professional is appointed.

Quotations and Instruction

Before undertaking a paid assessment or survey, we will confirm the service and the applicable fee.

Following your instruction, we will issue an invoice.

Our invoice and associated correspondence will identify the service being ordered and the total amount payable.

A contract between you and APN Green Homes will normally be formed when:

you have instructed us;
we have accepted that instruction; and
the required payment has been received and we have confirmed the service.

Specific written terms contained within an agreed quotation or service description will take precedence over these general Terms where they expressly differ.

Invoicing and Prepayment

All APN Green Homes Green Home Assessments and Comprehensive Green Home Surveys are prepaid services.

We will issue an invoice for the agreed service before work begins.

Payment can be made by:

bank transfer, or
card payment

using the payment arrangements shown on the invoice.

Full cleared payment is required before we begin work unless we expressly agree otherwise in writing.

Payment of an invoice constitutes payment for the service described on that invoice and remains subject to these Terms and your statutory consumer rights.

VAT and Total Price

Where VAT applies, it will be shown on our invoice together with the total amount payable.

Before entering into the contract, you will be informed of the total price payable including applicable VAT.

No compulsory charge will be added to the agreed service price without being disclosed to you beforehand.

Desktop Assessment – When Work Begins

A Desktop Green Home Assessment will not normally commence until:

we have accepted your instruction;
full cleared payment has been received; and
we have received sufficient information to begin the assessment.

Once work has commenced, professional time may be spent reviewing documents, photographs, plans, property information and other material before preparation of the final assessment.

On-Site Survey – Appointment Confirmation

A proposed survey date may be offered before payment.

However, an on-site survey appointment is not treated as fully confirmed until:

we have accepted your instruction;
the invoice has been paid in full; and
we have confirmed the appointment.

Once confirmed, the appointment represents professional surveyor time specifically reserved for your property.

Your 14-Day Consumer Cancellation Right

If you are a consumer and the contract is entered into remotely — for example by email, telephone or online — you will normally have a statutory right to cancel the contract during the applicable 14-day cancellation period.

The cancellation period normally begins when the contract is entered into.

You do not need to provide a reason for exercising a statutory cancellation right.

Nothing within these Terms is intended to reduce or remove any statutory cancellation right available to you.

Starting Work During the 14-Day Cancellation Period

You may wish us to begin work or undertake a survey before the end of your statutory cancellation period.

Where required by law, we will ask you to expressly request that we begin providing the service during that period.

If you make that request and subsequently exercise your statutory right to cancel after work has begun, you may be required to pay a proportionate amount for the service already supplied up to the time we receive your cancellation.

This could include professional work already undertaken in connection with:

reviewing your property
examining plans or photographs
reviewing EPC or energy information
researching the property
considering planning constraints
preparing advice
preparing for an agreed survey
other substantive work forming part of the instructed service

Any amount retained will be limited to what may lawfully and fairly be charged for services already supplied.

Completion During the Cancellation Period

Where:

you have expressly requested that we begin the service during the statutory cancellation period;
the service has been fully performed; and
you have provided any acknowledgement required by law concerning the effect of full performance on your cancellation right,

your statutory cancellation right in relation to that completed service may end once the service has been fully provided.

For a Comprehensive Green Home Survey, attendance at the property alone will not necessarily mean that the entire contracted service has been completed where a written assessment or report remains outstanding.

How to Cancel

If you wish to exercise a statutory cancellation right, you must clearly tell us that you wish to cancel.

You can do so by contacting:

Email: team@apngreenhomes.co.uk

Telephone: 0370 042 2021

or by writing to:

APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

Refunds Following Statutory Cancellation

Where you validly cancel during a statutory cancellation period before we have begun providing the service, the amount paid for that service will normally be refunded in full.

Where you expressly requested that work begin during the cancellation period and work has already been provided, we may deduct the proportionate amount lawfully payable for that work and refund the remaining balance.

Where a refund is due, it will be processed in accordance with applicable consumer law.

Cancellation After the Statutory Cancellation Period

We recognise that circumstances can change.

Where you cancel a service after any statutory cancellation period has expired, we will determine what work has already been carried out and what direct costs or losses have reasonably arisen as a result of the cancellation.

Where the service has been prepaid, we will not automatically retain the whole payment merely because you cancel.

Any amount retained will reflect work already provided and reasonable direct losses resulting from the cancellation.

Any remaining balance will be refunded where appropriate.

On-Site Survey Appointments

A Comprehensive Green Home Survey requires us to reserve professional surveyor time for your property.

Once an appointment is confirmed, that period is removed from our diary and may prevent us from accepting another survey appointment.

If you need to cancel or rearrange an appointment, please give us as much notice as reasonably possible.

More Than 24 Hours' Notice

Where you cancel or rearrange an on-site survey more than 24 hours before the scheduled appointment time, no late cancellation charge will normally apply.

This remains subject to:

any statutory cancellation provisions;
any professional work already completed; and
any other specific arrangements agreed with you.

Less Than 24 Hours' Notice

Where you cancel or request to rearrange a confirmed on-site survey less than 24 hours before the scheduled appointment time, a Late Cancellation Charge of £250 plus VAT will normally apply.

At the current standard VAT rate this is £300 including VAT.

The charge represents a proportionate contribution towards the direct loss associated with the reserved professional appointment, including allocated surveyor time, scheduling, administration and associated preparation.

Twenty-four hours means 24 actual hours before the scheduled start time of the appointment.

If You Cancel the Survey Completely Within 24 Hours

Where you cancel the Comprehensive Green Home Survey completely with less than 24 hours' notice, the applicable Late Cancellation Charge will normally be deducted from the prepaid survey fee.

Subject to any other work already properly undertaken, the remaining balance will then be refunded.

We will not automatically retain the entire prepaid survey fee simply because the appointment has been cancelled.

If You Rearrange the Survey Within 24 Hours

Where you request to rearrange a confirmed on-site survey with less than 24 hours' notice, the Late Cancellation Charge will normally become payable because the original reserved survey appointment has been lost.

Your original survey fee will remain allocated to the Comprehensive Green Home Survey that will subsequently be undertaken.

The Late Cancellation Charge must normally be paid before a replacement survey appointment is confirmed.

No Access to the Property

Where we attend a confirmed appointment but are unable to carry out the survey because reasonable access to the property has not been provided, this will normally be treated in the same way as a cancellation with less than 24 hours' notice.

The £250 plus VAT Late Cancellation Charge will therefore normally apply.

Examples include:

nobody being available to provide access
keys not being available as arranged
an occupant refusing access
access arrangements supplied to us being incorrect
the property being inaccessible for a reason that should reasonably have been notified to us beforehand

If you still wish the survey to proceed, a new appointment can be arranged once any applicable Late Cancellation Charge has been paid.

Fairness of the Late Cancellation Charge

The Late Cancellation Charge is intended to compensate APN Green Homes for reasonable direct loss caused by a late cancellation, rearrangement or failed appointment.

It is not intended to operate as a penalty.

Where we are able to reallocate the appointment or otherwise materially reduce the loss resulting from the cancellation, we will take that into account and may reduce or waive the charge as appropriate.

We may also exercise reasonable discretion in exceptional circumstances.

Statutory Cancellation Rights Take Priority

The on-site Late Cancellation Charge does not override statutory consumer cancellation rights.

Where a cancellation occurs within an applicable statutory cancellation period, the statutory rules relating to cancellation and payment for services supplied during that period will take priority.

Access and Safety

You are responsible for ensuring that we have reasonable and safe access to those parts of the property required for the agreed survey.

You should tell us before attendance about known matters including:

restricted access
unsafe areas
aggressive animals
asbestos concerns
fragile surfaces
unsafe roofs
hazardous materials
significant structural instability
occupier restrictions
other circumstances that could affect safe inspection

We are not required to enter an area that we reasonably consider unsafe.

Surveyor Travel and Delays

We will make reasonable efforts to arrive at the agreed appointment time.

However, travel throughout Greater London and the Home Counties can be affected by circumstances outside our reasonable control.

These can include:

traffic
accidents
public transport disruption
severe weather
road closures
emergencies

Where a material delay occurs, we will make reasonable efforts to contact you.

A reasonable delay caused by circumstances outside our control will not automatically amount to cancellation of the appointment.

If We Need to Rearrange

Occasionally APN Green Homes may need to rearrange an appointment because of:

illness
emergency
unsafe weather or site conditions
travel disruption
circumstances outside our reasonable control

We will contact you as soon as reasonably practical and offer an alternative appointment.

No late cancellation charge will apply to you where we cancel or rearrange the appointment.

If we are unable to provide the agreed service within a reasonable period and no mutually acceptable alternative can be agreed, we will refund the appropriate amount relating to the service not provided.

Information You Provide

Our advice may depend on information supplied by you.

You should provide information that is accurate to the best of your knowledge.

This may include information relating to:

property construction
extensions or alterations
heating equipment
insulation
windows
energy consumption
ownership
planning history
existing defects
proposed works
future plans

You should tell us if you later become aware that important information supplied to us was materially inaccurate or incomplete.

We will not be responsible for conclusions materially affected by inaccurate or incomplete information that we could not reasonably have identified.

What Our Assessment Is Not

Unless expressly included within the agreed scope, an APN Green Homes assessment is not:

a structural survey
a full building survey
an electrical condition report
a gas safety inspection
an EPC
an asbestos survey
an MCS system design
a certified heat-loss calculation
a formal retrofit assessment under another certification scheme
a planning application
confirmation from a local planning authority
Building Regulations approval
a property valuation
investment advice
financial advice
a guarantee of future energy savings

Where specialist design, testing, certification or approval is required, it should be obtained from an appropriately qualified professional or installer before work proceeds.

Planning Guidance

We may provide guidance relating to matters such as:

planning permission
permitted development
Lawful Development Certificates
listed buildings
Conservation Areas
Article 4 Directions
external equipment
solar installations
heat pumps
air conditioning
EV charging

Any such guidance is based on the information reasonably available at the time.

Planning requirements depend upon the individual property and proposal.

No statement contained within our assessment should be treated as a formal decision by a local planning authority.

Where certainty is required, a formal planning application, Listed Building Consent application, Lawful Development Certificate or other appropriate procedure may be necessary.

Building Regulations

Planning permission and Building Regulations are separate systems.

Our assessment may identify Building Regulations considerations that appear relevant, but it does not itself constitute Building Regulations approval unless a separate expressly agreed service provides otherwise.

Detailed works should be designed and installed in accordance with applicable requirements.

Specialist Installation and Design

A recommendation from APN Green Homes to consider a particular technology does not replace the detailed design work required from the relevant specialist.

For example:

Solar PV

Roof condition, structure, fixing systems, electrical design, panel layout and system performance may require verification by the relevant competent specialists.

Heat Pumps

Detailed heat-loss calculations, system sizing, radiator or emitter design, hot-water requirements and commissioning should be undertaken by the appropriate specialist.

Electrical Systems

Electrical capacity, protective equipment, cabling and installation should be assessed by a competent electrician.

Insulation

Building construction, condensation, moisture and ventilation implications may require specialist assessment.

Windows and Glazing

Detailed specification, means of escape, ventilation, structural openings and heritage requirements may require further consideration.

Our Green Home assessment is intended to help establish the strategy and priorities for the property.

Indicative Costs

Where we provide indicative costs, budget ranges or allowances, they are provided for general planning purposes.

Actual costs may vary according to:

location
access
property condition
specification
system size
labour costs
material prices
installer availability
market conditions
additional work discovered
taxation

You should obtain current quotations before entering into an installation or building contract.

Energy Savings and Payback

Any discussion of:

energy savings
electricity generation
running costs
future bills
return on investment
payback periods

is indicative unless expressly stated otherwise.

Actual results can be influenced by factors including:

weather
household behaviour
occupancy
future energy prices
tariffs
equipment performance
controls
maintenance
shading
changes to the property

We do not guarantee a specific level of future saving unless such a guarantee is expressly provided in writing.

Grants and Funding

We may identify grants, incentives or funding schemes that appear potentially relevant to your property.

Schemes can:

change
close
be replaced
run out of funding
alter their eligibility requirements

Eligibility is determined by the organisation administering the relevant scheme.

You should not commit to expenditure solely on the assumption that funding will be available until your eligibility has been confirmed where confirmation is required.

Reports and Recommendations

Our assessment or report is prepared for:

the person who instructed us;
the property identified in our instruction; and
the circumstances reasonably known at the time.

The report reflects information available at the time it is prepared.

Technology, prices, grants, regulations, energy tariffs and the property itself can change.

Where significant time passes before a recommendation is implemented, relevant matters should be checked again.

Third-Party Reliance

Our report is prepared primarily for the customer who instructed us.

You may provide it to installers, contractors and professional advisers involved in your property.

Unless expressly agreed in writing, another person should not treat the report as though APN Green Homes had been separately appointed by them or owes them the same contractual duties as the person who instructed the report.

Copyright

Unless expressly agreed otherwise, copyright in original reports, written assessments, diagrams, illustrations and other material produced by APN Green Homes remains with APN Home Limited.

Once the agreed fee has been paid, you may use the material for your own purposes in connection with the property concerned.

You may provide relevant material to:

contractors
installers
professional advisers
prospective purchasers
lenders
others reasonably involved with the property

Our material must not be commercially reproduced, sold, republished or represented as the work of another person without permission.

APN Network and Installer Introductions

APN Green Homes forms part of the wider Architectural Partner Network.

Where appropriate, we may help introduce you to:

installers
contractors
consultants
suppliers
professional advisers
other specialists

Unless expressly stated otherwise, these businesses operate independently from APN Home Limited.

An introduction does not make APN Green Homes the contractor or installer responsible for the third party's work.

Your Contract With an Installer

Where you appoint an independent installer or contractor introduced through the APN Network, the contract for that work will normally be between you and that business.

The relevant provider will be responsible for matters including:

its quotation
technical system design
contractual obligations
installation
workmanship
certification
warranties
timescales
aftercare

You should review the provider's quotation, terms, credentials, warranty and specification before appointing them.

APN Green Homes remains responsible for the services that we ourselves have contracted to provide.

APN Partner Status

Where APN refers to a business as a:

partner
Verified Partner
Referral Partner
Growth Partner
Priority Partner

or similar, this indicates participation within the relevant APN Network arrangement.

It does not amount to a guarantee that every future installation or service provided by that independent business will be free from defect or suitable for every property.

Website Information

Our website contains general homeowner information about green home technologies, planning, energy efficiency and related subjects.

We make reasonable efforts to provide useful and accurate information.

However, website articles cannot take account of every individual property or circumstance.

Website content should not be treated as a substitute for property-specific professional advice where such advice is required.

External Websites

Our website may contain links to third-party websites.

These are provided for convenience and further information.

APN Green Homes is not responsible for the content, availability, security, privacy practices or contractual terms of independent third-party websites.

Our Standard of Service

We will provide contracted services with reasonable care and skill.

Nothing within these Terms is intended to remove or restrict statutory rights that cannot legally be excluded or limited.

If There Is a Problem With Our Service

If you believe that we have not provided the agreed service with reasonable care and skill, please tell us promptly.

We will review the matter and, where appropriate, seek to remedy a problem in accordance with your statutory rights and the circumstances of the service.

Our Responsibility

We are responsible for loss or damage that is a reasonably foreseeable consequence of:

our breach of contract; or
our failure to exercise reasonable care and skill,

subject to applicable law.

We are not responsible for loss arising solely from:

inaccurate information supplied to us which we could not reasonably identify
work undertaken contrary to our advice
the acts or omissions of independent contractors
subsequent changes to the property
subsequent changes to legislation, grants, tariffs or market conditions
circumstances outside our reasonable control

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Business Losses

Our consumer Green Home services are intended primarily for personal residential property purposes.

Where you are acting as a consumer, APN Green Homes is not responsible for losses relating wholly to a separate trade or business that were not reasonably contemplated as part of the consumer contract.

Where the service is being purchased principally for commercial purposes, separate business terms may apply.

Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances that we could not reasonably control.

These may include:

severe weather
serious illness
transport disruption
fire
flood
utility failure
widespread communications failure
government restrictions
other comparable events

We will take reasonable steps to minimise disruption and communicate with you where the service is materially affected.

Privacy

We handle personal information in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

Complaints

If you are unhappy with our service, please contact us so that we can investigate.

Please provide:

your name
property address
project or invoice reference where available
details of your concern
the outcome you are seeking

Please email:

team@apngreenhomes.co.uk

We will consider the complaint and respond within a reasonable period.

Alternative Dispute Resolution

Where a consumer complaint cannot be resolved directly between us, information about an appropriate accredited Alternative Dispute Resolution provider may be provided where required by applicable consumer law.

Participation in a particular ADR procedure will depend upon the applicable requirements and the circumstances of the dispute.

Nothing in these Terms prevents you from exercising any right you have to bring proceedings before an appropriate court.

Changes to These Terms

We may update these Terms from time to time to reflect changes in:

our services
our business
legislation
regulation
website functionality

Changes published on our website will apply to future contracts.

We will not retrospectively alter the material terms of an existing agreed service merely by changing the version displayed on our website.

Governing Law and Courts

These Terms and our contract with you are subject to applicable UK law.

If you are a consumer, nothing within these Terms deprives you of mandatory legal protections available to you because of where you live.

You may bring proceedings in the courts available to you under applicable consumer law.

Contact APN Green Homes

If you have questions about these Terms & Conditions, please contact:

APN Green Homes
APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

Telephone: 0370 042 2021
Email: team@apngreenhomes.co.uk
Website: www.apngreenhomes.co.uk