Terms of service

Who these terms are with

These terms apply to pest control work carried out by D&R Solutions Ltd, registered at Companies House as D & R Solutions Limited (company number 08182910) and trading as The Pest Control Co, at The Training & Conference Centre, Chapel Street, Melbourne, Derbyshire DE73 8EH. They cover pest-co.co.uk, pestco.uk and pestco.co.uk.

They sit alongside the quote we send you. Where your written quote or booking confirmation says something more specific than these terms, the quote is the one that governs the job.

Quotes and what is included

Quotes are free and carry no obligation. The scope of the work, the treatment proposed and the number of visits are agreed with you in writing before anything begins.

A quote is based on what we were told and what we could see. If the situation turns out to be materially different once we attend, for example the infestation is more extensive or the property cannot be prepared as described, we will tell you before carrying out additional work and agree the change with you first.

Access to the property

You need to give us access at the agreed date and time, and to prepare the property as described when the booking was made. Where keys are provided they must open and close every lock without special effort or knowledge.

Please tell us in advance about alarms, locks or anything else that affects entry. We cannot be responsible for triggering an alarm system we were not told about. Where parking is difficult, we ask you to help the technician find it, and any parking charges, permits or tolls incurred in attending are added to the bill.

If we cannot get in at the agreed time, we may charge a re-attendance fee to cover the cost of the wasted visit. Any such charge is a reasonable reflection of the time and cost actually lost, it depends on the treatment and the size of the team, and the amount is set out in your quote rather than here.

Payment, and how card payments work

We accept credit and debit cards, payment links sent by our office team, and bank transfer where that has been agreed with the office in advance.

Card payments are taken through the Lloyds Bank Cardnet facility operated by JG Environmental Ltd, the company within our group that holds it, with Paymentsense used as a backup provider. When you pay by card or through a payment link, your card is securely tokenised by the payment provider. That means your full card number never reaches us and we do not store it. What we hold is a secure reference that allows the payments you have agreed to be taken.

Where you agree at the time of booking that your card can be kept on file, it is stored only in that tokenised form, and only for the booking and account it was given for. That agreement is what allows a balance still owing on a completed job to be taken from the stored card without you re-entering the details. You can withdraw it at any time by telling us, and we will always tell you what has been taken and why.

When payment is due is set out in your quote and booking confirmation. Depending on the work, that may be before we attend, on completion, or on invoice for account customers.

Commercial accounts

Business customers with an account may be offered payment terms, which are confirmed in writing when the account is opened. Contract work, monitoring schedules and audit documentation are set out in the contract itself rather than in these terms.

Cancelling, rescheduling and your cancellation rights

Tell us as early as you can if you need to move or cancel a visit, and we will do our best to accommodate it. Where a cancellation comes late enough that we cannot fill the slot, or where we attend and cannot get in, we may charge for the cost we have actually incurred. Any such charge is a reasonable reflection of that loss and the amount is set out in your quote.

If you are a consumer and you book away from our premises, you normally have fourteen days in which to cancel. If you want us to attend inside that period you can ask us to start early, and we will ask you to confirm that in writing. Your right to cancel then ends once the service has been fully performed, not when we first attend. If you cancel after we have started but before the work is finished, you can do so, and you pay a proportionate amount for what has already been done rather than the whole price.

Treatment, guarantees and results

Treatments are carried out by qualified technicians, and every treatment is backed by our guarantee. The terms of the guarantee that applies to your job, including how long it runs and what it requires of you, are confirmed in writing as part of your quote.

A guarantee usually depends on the proofing and housekeeping advice we give being followed. Pests are living things responding to a whole building and its surroundings, so where a treatment needs a follow-up visit within the guarantee period, that visit is part of the job rather than a new one.

We will always tell you honestly what a treatment can and cannot achieve before you commit to it.

Your property, and what we are responsible for

We take care in your property and we carry public liability insurance, verified on the BPCA register. If we damage something through our negligence, we will put it right.

Some treatments require access to lofts, voids and cavities, and opening those spaces can disturb existing defects that were already there. We will point out anything of that kind rather than work around it quietly. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or in any other way the law does not allow.

If something goes wrong

Tell us. Call 01332 862 737 or email info@pest-co.co.uk and we will look into it properly. Most problems are a follow-up visit rather than a dispute, and we would far rather hear about it than not.

As a BPCA member company we work to the association's codes of best practice, and its complaints route is available to you if we cannot resolve something between us. These terms are governed by the law of England and Wales.