Terms and Conditions

Home Energy Ratings Australia is operated by Paul Di Francesco, ABN 39 706 273 382.

These Terms apply when you request, book or purchase an existing-home energy assessment through Home Energy Ratings Australia. They explain how requests, quotes, bookings, payments, appointments, cancellations, certificates, corrections and complaints are handled.

Please read the Terms before accepting a quote or making a payment. If you need them in another format or need help understanding them, contact us at assessments@homeenergyratingsaustralia.com.au or 0424 961 257.

Home Energy Ratings Australia arranges and manages energy assessments and Home Energy Rating Certificates for existing homes.

We allocate an appropriately accredited existing-home assessor to perform the reserved technical work and issue the certificate. Your customer-facing contract and payment are with Home Energy Ratings Australia. We remain responsible for customer communication, payment, complaints and commercial remedies. You do not need to pursue the assigned assessor for a commercial remedy.

This service does not provide new-home energy assessments, major-renovation compliance assessments, BASIX or National Construction Code compliance services, commercial building assessments, financial advice, property valuations or building inspections.

Submitting the website form starts a genuine assessment request awaiting review. It does not confirm service availability, create a booking, allocate an assessor or require payment.

We review the information provided and may contact you for details reasonably needed to confirm the property scope, access, location, assessor availability, price and proposed timing.

We may decline or defer a request if it is outside the service we can safely and lawfully provide, if an appropriately accredited assessor is not available, or if the information needed to quote and arrange the service cannot be confirmed.

If the request can proceed, we provide a written quote. The quote identifies the property, service scope, total price, proposed appointment or timing, payment stages and any relevant assumptions, inclusions or exclusions.

The contract and booking are confirmed when:

• you accept a current written quote;
• you receive or have access to these Terms;
• we receive the initial 50% booking payment.

We then send written confirmation of the booking and retain it with the accepted quote, Terms version and payment record.

If the quote states an expiry date, it must be accepted before that date. A quote may be withdrawn before acceptance if assessor availability or another material assumption changes. We explain any change and provide an updated quote before taking payment.

Consumer prices are in Australian dollars and include GST.

If the website displays From $599 , that amount is the lowest total price for the eligible entry case described with the price. Property type, size, storeys, location, access and complexity may affect the price.

Your written quote states the complete price for the described service, including every mandatory charge that can reasonably be calculated at that time. The quote and tax invoice show the applicable GST treatment.

We do not add a charge after quote acceptance without explaining the reason and obtaining your agreement before additional work is performed.

A separate quote may apply to genuine additional work caused by a customer-requested scope change, a material inaccuracy in customer-supplied information or a property condition that could not reasonably have been identified when quoting. Additional charges do not apply to correcting an error caused by Home Energy Ratings Australia or the assessor.

The initial 50% payment confirms the booking and is credited towards the total quoted price.

Payments are made through a Stripe payment link sent by Home Energy Ratings Australia. The website assessment form does not collect card details.

We provide proof of payment for each transaction and a tax invoice showing the price and GST treatment. You may request an itemised bill as permitted by Australian Consumer Law.

When the onsite assessment, modelling and required checks are complete and the assessor confirms that the certificate is ready to be issued, we send the invoice for the remaining 50%.

Once the final payment is received, the assessor generates, supplies and explains the certificate without unreasonable delay. This payment condition does not remove any right to dispute the service, request correction or exercise a right under Australian Consumer Law.

We do not add a separate card-payment surcharge. Home Energy Ratings Australia absorbs the Stripe processing cost.

You confirm that you are at least 18 years old and authorised to arrange the assessment, enter this agreement and provide access to the property.

You must:

• provide information you reasonably believe is accurate and complete;
• tell us promptly if material information changes;
• arrange any owner, tenant, occupant or authorised-representative permission needed for access;
• complete the current prescribed Client Information and Consent Form before the assessment starts;
• provide the safe and agreed access reasonably needed for the assessment; and
• follow reasonable property-preparation and safety instructions.

The assessor may stop or postpone onsite work if they reasonably determine that access is insufficient or conditions are unsafe. Payment treatment depends on the cause and reasonable costs incurred and does not affect rights that cannot be excluded by law.

The website privacy acknowledgement is separate from the prescribed Client Information and Consent Form required for the assessment.

The prescribed form must be completed before the assessment starts. It explains the assessment-data handling and consent arrangements that apply to the official existing-home assessment process.

If required consent is not provided, or is withdrawn before the service is complete, we may be unable to continue the assessment or issue a certificate. Any payment or cancellation treatment will depend on the work already performed, reasonable unavoidable costs, the reason the service cannot continue and rights that cannot be excluded by law.

You or Home Energy Ratings Australia may request that an appointment be rescheduled. The initial payment remains credited to the booking and is not forfeited merely because the appointment is rescheduled.

A replacement time must be mutually agreed. Any future rule for repeated or late customer rescheduling must be disclosed before booking, supported by a reasonable cost basis and legally approved before it is used.

You may cancel by contacting us by email or phone.

If you cancel for change of mind or another reason not caused by a failure in our service, we may deduct from the initial payment the reasonable, documented costs and losses caused by the cancellation that we could not reasonably avoid. The deduction will not exceed the initial payment. We refund any remaining balance.

When calculating a deduction, we consider the notice provided, work already completed, assessor costs already reasonably committed, costs saved and whether the appointment could be reallocated.

No cancellation deduction applies to the extent that the cancellation results from a failure by Home Energy Ratings Australia or the assigned assessor, or where the law gives you a right to cancel without charge.

Failed access occurs when the assessor attends at the confirmed time but cannot obtain the safe access previously agreed, and the cause was reasonably within the customer's control.

We document the event and contact you. We may deduct reasonable, documented attendance and committed costs from the initial payment, up to the amount of that payment, and refund any balance.

This treatment does not apply where the problem was caused by Home Energy Ratings Australia or the assessor, where required access instructions were not communicated, or where non-excludable rights require a different result.

If Home Energy Ratings Australia or the assigned assessor cannot attend, we offer a replacement assessor or rescheduled appointment at no extra cost and seek your agreement to the revised arrangement.

If we cannot provide a suitable alternative within a reasonable agreed time, or the material change cannot reasonably be accepted, you may cancel and receive a refund of all payments made for the assessment.

A cancellation or failure caused by Home Energy Ratings Australia or the assessor does not result in forfeiture of your initial payment.

The assessor performs the onsite assessment, modelling and certificate work required by the current existing-home assessment process.

The assessor may ask reasonable technical or access questions and may need further evidence before completing the work. If a genuine scope issue could not reasonably have been identified at quote stage, we explain its effect before any additional paid work proceeds.

Once the final payment condition above is met, the assessor generates, supplies and explains the Home Energy Rating Certificate without unreasonable delay.

Home Energy Ratings Australia remains the contact for payment, complaints and commercial remedies. The assessor may communicate directly about access, technical matters, progress, certificate delivery and post-certificate technical questions.

Administrative, modelling or certificate errors caused by Home Energy Ratings Australia or the assessor are corrected without additional charge.

If a service failure is minor and can be remedied, we arrange an appropriate correction or re-performance at no cost within a reasonable time.

If the service has a major failure, cannot be remedied, or a minor failure is not remedied within a reasonable time, you may have rights including cancelling the service, obtaining a refund for the unconsumed portion or compensation for reduced value, and compensation for reasonably foreseeable loss.

In addition to those rights, if a failure within the control of Home Energy Ratings Australia or the assessor means that no valid certificate can be delivered, we refund all payments made for the assessment.

Nothing in this section limits a remedy available under Australian Consumer Law.

The service provides an assessment and Home Energy Rating Certificate for the existing home described in the accepted quote.

It does not guarantee:

• a particular rating;
• lender or finance eligibility;
• a lower interest rate or another financial outcome;
• a sale, rental or buyer-demand outcome;
• an increase in property value;
• a particular upgrade result, bill saving or comfort outcome; or
• a current or future legal requirement.

A lender, buyer, agent, government programme or other third party applies its own current criteria. Confirm those criteria directly before relying on the certificate for a particular decision.

The certificate uses standardised assumptions and estimates. It is not a prediction of a household's actual energy consumption, energy bills or emissions.

Contact Home Energy Ratings Australia at assessments@homeenergyratingsaustralia.com.au or 0424 961 257.

We record and manage the complaint and remain responsible for the commercial response. We acknowledge written complaints within one business day. While a complaint remains unresolved, we provide a written progress update at least every five business days. This is an acknowledgement and update standard, not a guaranteed resolution date.

If we cannot resolve the matter, you may contact the consumer protection agency in your state or territory or pursue another right available to you. NSW customers may contact NSW Fair Trading.

Our internal complaint process does not prevent you from contacting an accreditation body, regulator, tribunal or court where that option is available.

Our services come with guarantees that cannot be excluded under Australian Consumer Law. Services must be provided with due care and skill, be fit for a purpose made known to the supplier where the law applies, and be supplied within a reasonable time where no time is agreed.

Nothing in these Terms excludes, restricts or modifies a consumer guarantee, right, remedy or liability under Australian Consumer Law or another law where it would be unlawful to do so.

If a provision of these Terms is inconsistent with a right that cannot lawfully be excluded, the non-excludable right prevails and the provision applies only to the extent permitted by law.

Our Privacy Policy explains how Home Energy Ratings Australia collects, uses, shares, retains and protects personal information.

The website privacy acknowledgement, prescribed assessment consent and any future marketing or referral consent are separate.

The Terms accepted with your quote continue to apply to that booking unless a change is required by law or you agree to the change.

We may update the website Terms for future requests. The effective date and last-reviewed date show which public version is current.

These Terms are governed by the laws applying in New South Wales and Australia. This does not restrict any right you have under the law of another state or territory or any right that cannot lawfully be excluded.

Home Energy Ratings Australia Operated by Paul Di Francesco ABN 39 706 273 382 assessments@homeenergyratingsaustralia.com.au 0424 961 257 Monday to Friday, 9 am to 5 pm Sydney time (AEST/AEDT)

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