Terms & Booking Conditions

1.About these terms

These terms apply when you use this website and when you ask Urgent Pest Control Ltd (“we”, “us”) to inspect or treat a property for pests, whether you book online, by phone, by email, by WhatsApp or in person. Please read them before you book. If anything isn’t clear, ask and we’ll explain.

• Company: Urgent Pest Control Ltd, registered in England and Wales, company number 13089211
• Registered office: 1364 London Road, Norbury, London SW16 4DE (for formal legal correspondence only — it isn't where our technicians are based)
• Trading base: Southwell, Nottinghamshire NG25. We are a mobile, service-area business — our technicians come to you.
• Phone: 07999 935 929 · Email: [email protected]

“You” means the person or organisation booking the work. If you are a consumer (booking for your own home rather than for a business), you have legal rights and nothing in these terms reduces them. If a term applies only to consumers, or only to business customers, we say so.

2.Quotes and prices

• Some treatments have published starting prices — rats and mice from £200, squirrels from £240, foxes from £250, and fleas, bed bugs, cockroaches, moles and rats in drains from £150. Every other job is priced individually, because the price depends on the pest, the size of the infestation, the property, access and how many visits are needed. See our pest control prices.
• Prices depend on the job. The price depends on the pest, the size of the problem, the property and when the visit happens — evenings, weekends and emergencies can cost more.
• We explain the likely cost before we start. Before any chargeable work begins, our technician explains the likely cost and what it includes — for example, how many follow-up visits.
• Proofing is quoted separately. Sealing gaps and entry points (for example with wire wool, mesh or cement) isn’t included in a treatment price unless your quote says so.
• Written quotes are valid for 30 days unless the quote says otherwise. They’re based on what we could see, or were told, when we wrote them.
• Surveys for bird proofing and woodworm are free unless we tell you otherwise before the visit.

3.Booking and confirmation

Booking online or asking for a quote is a request for us to do the work. The contract starts when we confirm your booking (by email, text, WhatsApp or phone) or when you accept our quote. Please give us accurate details: the address, which pest you think you have and where, and anything we need to know to get there and work safely.

We may turn down a booking if the property is outside our area, if it’s work we don’t do, or if it isn’t safe or lawful to go ahead. If we can’t help, we’ll tell you as soon as possible and, where we can, point you to someone who can.

4.When we arrive

You book a day, not a time slot. Treatments vary in length and emergencies come in, so we plan the round and call you about an hour before the technician arrives. If we can’t make the day, we’ll let you know and offer another at no extra cost.

We’re open 7 days a week, 6am–8pm, with emergency call-outs 365 days a year. How fast we can reach you depends on which technicians are free and where they are. We’ll always be honest about when we can get to you. We use unmarked vehicles.

5.Treatments and follow-up visits

Many pests can’t be dealt with in one visit. When we explain the cost, we tell you how many visits the treatment usually needs and what each one involves.

• Rats and mice: follow-up visits are included. Most domestic rat jobs take two to three weeks and most mouse jobs one to three weeks, but it depends on the size of the infestation and whether entry points are sealed.
• Bed bugs, cockroaches, fleas and other insects: residual treatments often need more than one visit, because eggs can hatch after the first treatment. Your quote says how many visits are included.
• Wasp nests: usually a single visit of 15 to 30 minutes. Please keep away from the nest entrance for 24 hours afterwards, while the treatment takes effect.
• Squirrels: live-capture traps checked over several days, then proofing. Grey squirrels can’t lawfully be released, so they are humanely dispatched.

Please keep to the follow-up appointments we arrange. If we can’t get in for a follow-up visit, the treatment may not work and the guarantee may not apply.

6.Preparing for treatment

For some pests, what you do before and after the visit matters as much as the treatment itself. We’ll send or give you preparation and aftercare instructions, and the treatment depends on you following them.

• Bed bugs: you may need to strip beds, bag and wash bedding and clothing, clear the floor and areas around the bed, and avoid moving belongings to other rooms, which can spread the infestation. Don’t throw out furniture before we’ve inspected it.
• Fleas: vacuum thoroughly before the visit, clear floors so every room can be treated, and have your pets treated by your vet. We treat the home, not your animals. Eggs can keep hatching for up to two weeks after treatment, so seeing some fleas in that time doesn’t mean the treatment has failed — follow our advice on when to vacuum.
• Cockroaches and ants: keep food sealed and surfaces clean, and don’t spray your own insecticide over the baits we lay, as it can stop them working.

7.Access, safety and your responsibilities

So we can do the job safely and properly, please:

• make sure an adult (18 or over) is there to let us in, or agree access arrangements with us in advance;
• give us safe access to every area we need to treat or inspect — including lofts, under floors, outbuildings and gardens — and tell us about parking restrictions;
• tell us about anything that could affect safety, such as anyone in the property who is pregnant, has a respiratory condition or allergies, pets (including fish tanks, reptiles and caged birds), food preparation areas, fragile ceilings or asbestos;
• keep children and pets away from treated areas for as long as our technician tells you, and until any treated surfaces are dry;
• get any permission needed from a landlord, freeholder, neighbour or managing agent when the work affects their property.

Our technicians may stop or refuse work if it’s unsafe or unlawful. That could be a nest that can’t be reached safely, a protected species, or abusive or threatening behaviour. If we can’t get in at the agreed time, we’ll try to contact you and rebook.

8.Bait stations and products left on site

For rats and mice we use tamper-resistant bait stations and, where appropriate, traps. We place them where children, pets and other animals can’t reach the bait, and we record where each one is.

• Leave bait stations and traps where we put them. Don’t open, move or remove them, and don’t put out your own poison alongside them.
• Tell us straight away if a station is damaged, moved or missing, or if you think a pet or child has touched the bait.
• We collect our bait stations and any remaining bait at the final visit, unless we have agreed ongoing monitoring with you.
• If you find a dead rodent, don’t handle it with bare hands — call us and we’ll deal with it. Rodenticides are harmful to people and animals, so seek medical or veterinary advice straight away if you think anyone has swallowed bait.

We use pest control products in line with their labels and our rodenticide stewardship and health and safety policies. Safety data sheets for the products we use are available on request.

9.Results, proofing and hygiene

We carry out every treatment with reasonable care and skill, but whether pests come back also depends on things outside our control. Rats and mice return if entry points stay open, and many insects return if food, harbourage or a source of infestation remains — including from neighbouring properties.

• We’ll tell you about entry points, proofing and hygiene measures we recommend. If you choose not to have the recommended proofing done, or not to follow our hygiene advice, pests may return and the guarantee may not cover it.
• Where rats are getting in from the drains, we may recommend a CCTV drain survey by our sister company, Urgent Drainage Solutions. That would be a separate contract with them.
• We never kill protected species. Bats, badgers and many wild birds are protected by law, and we don’t treat them. Honey bee and bumblebee nests are relocated with local beekeepers or left where possible; we only destroy bees as an absolute last resort. See our humane wildlife policy.

10.Cancelling or rescheduling a booking

You can cancel or move a booking free of charge up to 24 hours before your visit. Do it through your customer account, by calling 07999 935 929 or 0330 822 7460, or by emailing [email protected].

If you cancel later than that, we may ask you to pay costs we’ve already had to pay for your job, such as specially ordered proofing materials or hired access equipment, and we’ll show you what they are. This doesn’t affect your right to cancel below.

Now and then we may have to cancel or move a booking ourselves, for example because of illness, a vehicle breakdown, severe weather or an emergency elsewhere. We’ll tell you as soon as we can and offer the next available time, at no cost to you.

11.Your 14-day right to cancel (consumers)

If you’re a consumer and the contract is made away from our premises (online, by phone, by email or at your home), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days, starting the day after the contract is made, without giving a reason.

• If you want us to start within the 14 days (say, to treat a wasp nest or rats today), we’ll ask you to request that expressly. If you then cancel before we finish, you pay a fair amount for the work done up to when you tell us (regulation 36).
• Once the service has been fully completed at your express request, and you acknowledged that you would lose the right to cancel, the right to cancel ends.
• Where a treatment includes follow-up visits, the service isn’t fully completed until the last visit, so if you cancel part-way through you pay only for the visits and work already done.

To cancel, tell us clearly by email, phone or post. You can use these words if you like:

To Urgent Pest Control Ltd ([email protected]): I hereby give notice that I cancel my contract for the supply of the following service: [describe the work], booked on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].

We refund any money due within 14 days of you telling us, using the same payment method unless we agree otherwise.

12.What we find on inspection

Pests hide, so sometimes we only see the full picture once we start. The infestation might be larger than described, it might be a different species, or the pests might be coming from somewhere we couldn’t see when we priced the job — a loft void, a neighbouring property or the drains. If that happens we’ll stop, explain what we have found (with photos where we can) and give you a new price before doing anything more.

We never do extra chargeable work without your agreement. The one exception is when we have to act straight away to prevent danger — for example making an aggressive wasp nest safe — and then we keep it to the minimum and tell you at once.

13.Payment

• Payment is due when the first visit is finished, unless we agree otherwise in writing. For larger proofing or commercial contracts we may ask for a deposit or agree staged payments with you before booking.
• We accept bank transfer and debit or credit card. We don’t accept cash payments to technicians unless agreed in advance.
• We email you a written bill and receipt. You can also find them in your customer account.
• Business customers with an agreed account pay within the terms on their bill. If a business pays late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• If a bill is still unpaid after reminders, we may take steps to recover it, including through the small claims court.

14.Our guarantee

If pests return within the guarantee period due to a failure in our treatment, we come back free of charge. Ask us before we start how long the guarantee runs for your treatment; it runs from the date of the final treatment visit.

The guarantee doesn’t cover:

• new infestations from a different source, or pests that return because recommended proofing, repairs or hygiene measures weren’t carried out;
• treatments where the preparation or aftercare instructions weren’t followed, follow-up visits were missed, or bait stations were moved or removed;
• pests coming in from neighbouring properties, shared roof spaces or drains we weren’t asked to deal with;
• areas of the property we didn’t treat or couldn’t get access to.

To claim, get in touch with your job reference. We’ll inspect and, if it’s covered, treat again at no cost. The guarantee is on top of your legal rights. See our guarantee explained.

15.Your legal rights (consumers)

Under the Consumer Rights Act 2015, we must:

• carry out our services with reasonable care and skill;
• stick to anything we tell you about the service that you rely on;
• charge a reasonable price and finish within a reasonable time if these weren’t agreed in advance;
• supply any goods we fit (such as proofing mesh, bird netting or spikes) that are of satisfactory quality, fit for purpose and as described.

If we don’t, you can ask us to put it right. If that isn’t possible, you can ask us to reduce the price. For more, visit Citizens Advice. Nothing in these terms affects your legal rights.

16.Our responsibility for loss or damage

If we break these terms or are negligent, we’re responsible for loss or damage you suffer that is a foreseeable result. We don’t exclude or limit our liability where it would be unlawful to do so. That includes death or personal injury caused by our negligence, fraud, and breaching your legal rights as a consumer.

We aren’t responsible for damage already caused by pests before we arrived (for example gnawed cables, contaminated insulation or damaged fabrics), or for damage caused because you didn’t follow our safety, preparation or aftercare instructions. Some treatments mean lifting boards, moving furniture or working in lofts; we’ll take care, and tell you about any risk we can reasonably see before we start.

Business customers: we aren’t liable for loss of profit, revenue, business or goodwill, or for indirect or consequential loss, and our total liability for any job is limited to the price of that job, except where the law does not allow this.

Details of our public liability insurance, including the insurer and level of cover, are available on request.

17.Photos, records and reports

We take photos and notes as a record of the job — what we found, the products we used and where we placed bait stations. They back up your guarantee and help with any landlord, agent or insurer query. Commercial customers receive service reports for their records. We’ll ask before using any photo of your property in our marketing, and we never publish your address. Our Privacy Policy explains how we look after this information.

18.If something goes wrong

Tell us straight away so we can put it right. Our complaints procedure sets out the steps and timescales.

19.Using this website

• Our guides, FAQs and pest identifier are general information to help you understand pest problems. They’re no substitute for someone inspecting your property, and prices and rules change, so always check the latest position with us or the relevant authority.
• The website content, design, text and our logo belong to us or our licensors. You may view and print pages for your own use but may not copy them for commercial use. Photographs used under a Creative Commons licence are credited on our photo credits page.
• You must not use the site unlawfully or fraudulently, send spam, upload harmful code, try to gain unauthorised access, or interfere with the site or other users. We may suspend access if you do.
• Links to other websites are for convenience only. We aren’t responsible for their content, and a link isn’t an endorsement.
• We try to keep the site up, secure and accurate, but we can’t guarantee it will always be uninterrupted or error-free. Please use up-to-date security software on your own devices.
• Reviews shown on the site come from Google and are the views of their authors. To report content, contact us using the details above.

20.Changes and governing law

We may update these terms now and then. Your job is covered by the version in force when you booked. The date at the top of this page shows the latest version.

These terms are governed by the law of England and Wales. If you’re a consumer, you can bring proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there. If you’re a business, the courts of England and Wales have exclusive jurisdiction.