Terms and Conditions
Parking & Toll Charges:
If your property resides in a ‘Residential Permit Holders Only’ area, parking must be provided by the customer. All parking costs and toll charges incurred by EcoCare Pest Management representatives will be added to the customer’s bill.
Pricing:
Quotations provided over the phone or via email are based on average property sizes according to the number of bedrooms. EcoCare Pest Management reserves the right to amend the quotation upon inspection or survey, or if the customer’s requirements change.
In cases of severe infestations where standard services may not be suitable, EcoCare Pest Management will recommend the most appropriate treatment and its associated costs. Customers have the right to decline upgraded services; however, cancellation of an agreed service arrangement will incur charges as outlined in the “Cancellation & Deposit Policy” section.
For further details, please refer to our services page on our website or contact our office.
Phone Calls:
All phone calls with EcoCare Pest Management are recorded for quality assurance and to resolve any disputes. A booking made over the phone constitutes a binding contract, and the recording serves as proof of this agreement. By making a booking, customers accept these terms and conditions.
Access:
The customer must provide EcoCare Pest Management representatives with access to the property at the agreed date and time. The property must also be prepared as instructed at the time of booking.
If keys are provided, they must operate all locks without requiring special skills or tools. Failure to provide access will result in a cancellation/reschedule fee of £95 (ex VAT).
EcoCare Pest Management is not liable for triggering any alarm systems. Customers must provide adequate instructions for disabling and resetting alarms and locks.
Access is essential for EcoCare Pest Management to carry out the work. If access is hindered or there is an issue preventing the work from being completed, a call-out charge of £110+VAT or 50% of the treatment cost (whichever is higher) will apply.
Payment:
EcoCare Pest Management accepts the following payment methods:
1. Invoice via bank transfer or cheque (only if previously agreed with the office).
Cash payments are not accepted unless in extreme circumstances and must be pre-approved by the office.
Once treatment has been applied, the 14-day cooling-off period is automatically waived. Any outstanding balances must be cleared before or upon completion of the first visit. Failure to settle balances may result in the cancellation of subsequent visits.
The remaining balance must be settled within 7 days of the completion of the first treatment. This period may be extended to 14 days subject to management approval. This payment covers the outstanding operational costs for the scheduled works.
If payment is not received by the due date specified in your invoice or as otherwise agreed, we reserve the right to take the following actions:
Reminder Notifications: We will issue reminder emails to the customer regarding the outstanding balance.
Debt Recovery Action: If payment remains outstanding, we may issue a Letter Before Action as a preliminary step prior to formal debt recovery proceedings.
Payment Collection: Where applicable, we reserve the right to charge the outstanding amount to the original payment method used to pay the initial deposit or booking fee.
Card on File and Payment Authority
Where a customer saves, provides, or authorises the use of a debit or credit card through our Jobber platform or payment provider, the customer authorises EcoCare Pest Management to charge that card for services which have been accepted, booked, instructed, attended, supplied, or otherwise become due under our quotation, invoice, service agreement, booking confirmation, or these Terms and Conditions.
Payment may include, but is not limited to, deposits, attendance fees, treatment charges, follow up visits, contract payments, cancellation charges, missed appointment fees, and any other charges that have been clearly agreed or are properly due under these Terms and Conditions.
Payment is due on the date stated in the quotation, invoice, booking confirmation, or service agreement. Unless an alternative payment method has been agreed and paid before the due date, EcoCare Pest Management may charge the saved card on or after the payment due date.
EcoCare Pest Management will only charge amounts that are properly due. Where a charge is variable, the amount or basis of calculation will be set out in the quotation, invoice, service agreement, booking confirmation, or these Terms and Conditions.
Card details are processed securely by our payment provider and/or Jobber. EcoCare Pest Management does not manually store full card details.
The customer may withdraw their saved card payment authority by notifying EcoCare Pest Management in writing. Withdrawal of card payment authority does not remove the customer’s obligation to pay any sums already due for services booked, attended, supplied, cancelled late, or otherwise chargeable under these Terms and Conditions.
All prices are subject to VAT where applicable.
By agreeing to our Terms and Services, you authorise us to use the original payment method to recover unpaid balances, unless otherwise notified in writing.
Cancellation & Deposit Policy:
● Deposits are non-refundable.
● Cancellations will incur a charge of 50% of the treatment price.
● Cancellations must be made via phone or email with at least 24 hours' notice. Failure to do so will result in a charge equivalent to the full job amount.
● Emergency jobs must be prepaid in full or as agreed; all such payments are non-refundable.
● A minimum call-out charge of £110+VAT applies. If the issue is not a pest-related problem or has been misidentified, this charge or 50% of the treatment cost (whichever is higher) will be payable.
Cancellation fees apply in the following situations:
● No-show by the customer at the scheduled visit.
● Non-compliance with the preparation list provided.
● Last-minute cancellations.
EcoCare Pest Management may waive cancellation charges if the appointment is rescheduled within 7 days. This exception does not apply to free-of-charge follow-up visits, where cancellation fees will still apply if notice is given less than 24 hours in advance.
Unpaid cancellation fees will be referred to a third-party debt recovery agency, whose costs will be added to the debt.
Claims
Refunds are not available once a treatment has been carried out. Treatments are performed at the customer’s request and cannot be undone without incurring significant costs, which are often higher than the treatment itself. Any claims must be reported within 24-48 hours. Where the Customer grants permission for EcoCare to move furniture, appliances, or other items to access treatment areas, such movement shall be at the Customer’s own risk. EcoCare shall not be held liable for any damage, loss, or malfunction arising from the movement, handling, or repositioning of such items, however caused.
EcoCare Pest Management shall not be responsible for pre-existing damage, deterioration, defective fixtures, loose fittings, damaged plasterwork, rotten or weakened timber, poorly secured items or other existing defects. Where damage is alleged following a visit, the customer must notify EcoCare immediately and provide reasonable evidence demonstrating the condition of the affected area and circumstances of the alleged damage. EcoCare must be given a reasonable opportunity to inspect the alleged damage before repairs are undertaken. No admission of liability shall arise solely because damage is discovered following an EcoCare visit.
If you have concerns regarding the service provided, please email info@ecocare-management.com. Complaints will be acknowledged within 3-5 working days, and any necessary investigations will be conducted to determine an appropriate resolution.
EcoCare Pest Management will only cover damage caused by its representatives if repairs or replacements are arranged or approved by EcoCare Pest Management before rectification work is carried out. Any damages caused must be reported to EcoCare Pest Management immediately without delay. Additional claims may be processed through our insurance.
Treatment
Detailed terms and conditions specific to treatments are provided with the job report, typically emailed to the customer. If you have not received this information, you may request a copy by contacting the office at 0208 146 1490 or emailing info@ecocare-management.com.
By booking with EcoCare Pest Management, customers confirm their acceptance of these terms and conditions.
Removal
Any request to remove bait boxes, monitors, or selected traps left as part of the treatment must be made within 45 days of the final treatment visit. After this period, any return visit will be subject to a chargeable call-out.
Guarantees
A service guarantee of forty-five (45) days is provided at the sole discretion of the Company. Full mouse proofing services are covered by a three (3) month guarantee, which is likewise issued at the Company’s discretion. Any extensive proofing carried out by our in-house builders is covered by a 1-year warranty. Our warranty covers re-treatments only if the terms and conditions of service have been met, including compliance with our post-treatment recommendations. This guarantee reflects our commitment to delivering top-quality pest control. Proofing is a separate, additional service and is not included unless specifically quoted for.
Any warranty or callback guarantee offered by us applies only to the specific pest, treatment area and treatment type identified in our quotation, report or service record. Our warranty covers retreatment only, unless we expressly agree otherwise in writing.
Because pest activity depends on factors outside our control, we do not guarantee complete eradication in every case. In particular, no guarantee of complete control or eradication is given for bed bugs, carpenter ants, woodworm, fumigation work, general spray treatments, or any infestation that is advanced, widespread, concealed, recurrent or dependent on structural, environmental or hygiene-related conditions.
Our warranty does not apply, and any guarantee shall be void, where pest activity is caused or contributed to by:
(a) pre-existing or ongoing structural defects, including but not limited to rotten timber, voids, cracks, gaps, defective proofing, disturbed insulation, damaged trunking, or inaccessible harbourage;
(b) pre-existing infestations, long-term infestations, repeated reintroduction, or migration from neighbouring or adjoining premises;
(c) poor housekeeping, sanitation, waste storage, clutter, food debris, moisture, standing water, or other hygiene-related conditions;
(d) failure by the customer or occupier to follow our recommendations, treatment preparation requirements or aftercare instructions;
(e) repairs, proofing, cleaning, laundering, decluttering or other remedial works not being completed within the timescale advised by us;
(f) treatment areas being inaccessible, altered, deep-cleaned, redecorated, ventilated, washed down or otherwise disturbed before the treatment has had reasonable time to take effect;
(g) work carried out by third parties, including other contractors, maintenance providers or pest control companies, without our prior written approval.
Where a warranty applies, it is limited to retreatment of the affected area during the stated warranty period. The warranty does not include the cost of replacement goods, damaged materials, business interruption, loss of earnings, accommodation, consequential loss, or compensation for distress or inconvenience, except where liability cannot lawfully be excluded.
Nothing in these Terms limits or excludes any right the customer may have under applicable law, including the requirement that our services be provided with reasonable care and skill.
Due to the unpredictable nature of external environments, pest control treatments carried out in outdoor areas are subject to environmental factors beyond our control (such as weather conditions) and therefore cannot be guaranteed.
Rodent Treatments – Scope, Proofing, External Areas & Reinfestation
Rodent treatments are intended to control the rodent activity identified or reasonably detectable at the property at the time of our inspection and treatment. Due to the behaviour of rodents and the possibility of continued access from neighbouring properties, communal areas, gardens, drainage systems, wall cavities, roof spaces and other inaccessible or uncontrolled areas, no treatment can guarantee that rodents will never enter or return to a property.
Proofing and Structural Works
Rodent proofing, exclusion and building repairs are separate services and are not included within the price of a rodent treatment unless specifically stated in writing within our quotation or service agreement.
Where entry points, structural defects or other potential access routes are identified, EcoCare Pest Management may recommend separate proofing or remedial works and provide an additional quotation.
Rodent treatment does not include, unless specifically quoted for, the removal or alteration of walls, ceilings, floors, kitchen units, fitted furniture, insulation, drainage systems, roofing, air bricks, vents or other parts of the building in order to obtain access.
Where areas cannot be safely or reasonably accessed, EcoCare will treat and inspect accessible areas only.
Failure or refusal to complete recommended proofing, drainage repairs, building works, hygiene improvements or other preventative measures may result in continued or renewed rodent activity and may affect any applicable treatment warranty.
Reinfestation and New Rodent Activity
Rodent activity occurring following treatment does not automatically indicate that the original treatment has failed. Rodents may re-enter a property through unresolved entry points or migrate from neighbouring premises, gardens, drains, communal areas or surrounding land.
Where EcoCare reasonably determines that subsequent activity is the result of reinfestation, a new infestation, an unresolved structural defect or circumstances outside EcoCare's control, further treatment may be chargeable.
External Rats, Gardens and Outdoor Areas
Rat and rodent treatments carried out in gardens, external areas, bin stores, yards, communal spaces and other outdoor environments are control treatments and do not carry a long-term eradication or reinfestation warranty unless expressly agreed in writing.
External rodent populations are affected by neighbouring properties, sewers and drainage systems, waste, food sources, vegetation, weather, construction activity and movement of rodents from surrounding areas, all of which are outside EcoCare's control.
For properties experiencing ongoing or recurring external rat activity, EcoCare recommends a regular inspection and pest-management programme rather than relying upon a one-off treatment.
Any baiting or rodenticide programme will be carried out in accordance with applicable product labels, professional pest-management requirements and environmental risk assessments. Bait will not be left permanently solely for the purpose of maintaining a treatment warranty where doing so would be inappropriate or contrary to professional guidance.
Customer Responsibilities
Customers must take reasonable steps to reduce conditions which support rodent activity, including following EcoCare's recommendations concerning food storage, waste management, pet food, bird feeding, vegetation, sanitation, proofing, building defects and drainage issues.
Bait stations, traps and monitoring equipment must not be moved, interfered with or removed during an active treatment programme unless instructed by EcoCare.
Failure to provide access for scheduled follow-up visits, failure to follow recommendations, interference with treatment equipment or failure to complete reasonably recommended remedial measures may affect the effectiveness of the treatment and any applicable warranty.
Dead Rodents and Inaccessible Areas
Rodents may occasionally die within wall cavities, beneath floors, inside ceilings, drainage systems or other inaccessible areas following treatment.
Where a carcass can be safely and reasonably accessed, EcoCare may remove it as part of the treatment or by separate agreement. EcoCare is not required to remove floors, walls, ceilings, fitted units or other building structures to locate or retrieve inaccessible rodent carcasses unless such work has been separately quoted and agreed.
Temporary odour or insect activity associated with an inaccessible carcass does not, by itself, constitute failure of the rodent treatment.
Nothing in these terms affects the customer's statutory rights or EcoCare Pest Management's obligation to provide its services with reasonable care and skill.
Privacy
Privacy Policy:
Use of this website is also subject to our Privacy & Cookies Policy. By using our website, you consent to the collection and use of information as described in the policy.
Limitation of Liability
Disclaimer of Liability:
EcoCare Management shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from the use or inability to use the website or services provided.