Terms & Conditions

1. Who we are

CertPack is a trading name of Sonic Blue Technologies Ltd, registered in England & Wales (Company No. 12789740), registered office The Old Dairy, Redhill, Surrey, RH1 5LN. Email: admin@certpack.co.uk.


2. Our services

We provide property compliance certificates, including Energy Performance Certificates (EPCs), Gas Safety Certificates, and Electrical Installation Condition Reports (EICRs). CertPack takes bookings from landlords and letting agents and assigns the work to fully accredited, insured trade professionals (“Suppliers”). Certificates are delivered digitally by email once complete.


3. Prices & payment

  • Prices are shown on our website and are inclusive of VAT where applicable.

  • Payment must be made in full at the time of booking via our online checkout.

  • Bookings are not confirmed until payment has been received.


4. Cancellations & refunds

  • You may cancel a booking up to 48 hours before the scheduled inspection for a full refund.

  • Cancellations made within 48 hours of the scheduled inspection are non-refundable.

  • If the assigned Supplier is unable to attend, we will reassign the job to another Supplier or issue a full refund.


5. Your responsibilities

  • You must provide accurate property details at the time of booking.

  • You must ensure safe and reasonable access to the property, and that someone authorised is present at the agreed appointment time.

  • If our Supplier attends and is unable to gain access or complete the inspection through no fault of CertPack, the visit will be treated as completed for payment purposes, a new booking will be required, and you may be charged for the new booking.


6. Certificate queries & disputes

  • If you believe the work carried out, or the certificate issued, is inaccurate or incomplete, contact us at admin@certpack.co.uk within 2 working days of the certificate being issued so we can investigate before releasing payment to the Supplier.

  • We aim to resolve most queries within 48 hours; cases requiring a follow-up inspection or further assessment may take longer.

  • Where an investigation finds in your favour, we may arrange a corrected certificate, a partial refund, or a full refund, as appropriate.

  • This review period is an internal process for managing payment to our Suppliers. It does not limit or replace your statutory rights, including your right to raise concerns about services not carried out with reasonable care and skill at any time permitted by law.


7. Liability

  • CertPack only works with Suppliers who hold the accreditation, insurance, and qualifications required for the certificate type they provide.

  • Except as set out in Clause 6 or where required by law, we are not liable for delays or damages caused by a Supplier acting outside our reasonable control.

  • Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded or limited under English law.

  • Subject to the above, our maximum liability to you in connection with a booking is limited to the amount you paid for that booking.


8. Data protection

We handle your personal data in accordance with our Privacy Policy and UK GDPR.


9. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.