About these Terms

1.1 These Terms and Conditions apply to all pest control, proofing, survey, inspection, disinfection, bird control and related services supplied by Bugwise Environmental Services Limited trading as Bugwise Pest Control, referred to in these Terms as “Bugwise”, “we”, “us” or “our”.

1.2 These Terms form part of the agreement between Bugwise and the customer, referred to as “Customer”, “you” or “your”.

1.3 By accepting our quotation or estimate, confirming a booking, requesting that we commence the Services, or allowing us to begin work, you agree to these Terms and Conditions.

Definitions

1.4 For the purposes of these Terms and Conditions:

“Customer”, “you” and “your” means the person or organisation purchasing our Services.

“Services” means the pest control, proofing, bird control, inspection, survey, disinfection or any other services supplied by Bugwise.

“Property” means the premises at which the Services are to be carried out.

Quotations and Bookings

2.1 All quotations and estimates are based on the information available at the time and may be revised if the scope of work changes, access issues are discovered, the infestation is more extensive than originally described, or additional services are required.

2.2 A booking is only confirmed once we have agreed a date with you.

2.3 We reserve the right to refuse or cancel a booking where access is unsafe, conditions on site are unsuitable, payment arrangements have not been agreed, or the requested service falls outside our scope of work.

2.4 Any quoted price is valid for 30 days unless stated otherwise in writing.

What We Will Provide

3.1 We will carry out the agreed service with reasonable care and skill in line with normal industry practice and applicable consumer law.

3.2 Treatments are provided based on the pest activity identified at the time of inspection. If a different pest issue is discovered, or if more extensive activity is present than first reported, we may revise the treatment plan and cost.

3.3 Unless stated otherwise in writing, pest control treatments do not include building repairs, large scale proofing, carpentry, loft clearance, waste removal, deep cleaning, electrical work, scaffolding, access equipment hire, or specialist contractor attendance.

Customer Responsibilities

4.1 You must provide safe and timely access to the property at the agreed appointment time.

4.2 You must ensure that the areas requiring treatment are reasonably accessible and prepared in accordance with any preparation instructions we provide.

4.3 You must tell us before the visit about any relevant circumstances including children, pregnancy, respiratory conditions, pets, allergies, vulnerable occupants, previous treatments, or restricted access areas.

4.4 You must follow all aftercare, safety and preparation advice given by Bugwise. Failure to do so may reduce the effectiveness of treatment and may invalidate any guarantee.

4.5 You are responsible for securing valuables, cash and fragile items before our visit.

4.6 You must notify us as soon as reasonably practicable if pest activity continues during any applicable guarantee period so that we can assess the original infestation and, where appropriate, arrange any further treatment.

Pest Treatments and Expected Results

5.1 Pest control treatments reduce and aim to eliminate pest activity, but complete eradication cannot always be guaranteed after a single visit unless expressly stated in writing.

5.2 Some pest activity may continue for a period after treatment, especially where eggs hatch after the initial visit, hidden harbourages are present, or sanitation, proofing or housekeeping issues remain.

5.3 We are not responsible for re-infestation caused by new pest entry, neighbouring properties, poor hygiene, lack of proofing, structural defects, or failure to follow our instructions.

5.4 Where follow-up visits are included, those visits must be taken within the time frame advised by us.

Guarantees

6.1 Any guarantee offered by Bugwise applies only where it is confirmed in writing.

6.2 Guarantees apply only to the original treated pest issue and only for the period stated on your quotation, invoice, report or booking confirmation.

6.3 Guarantees are subject to full payment having been made and to you complying with all preparation, aftercare and access instructions.

6.4 Guarantees do not apply where:

• a different pest issue is found;
• the infestation is reintroduced from another source;
• recommended proofing or hygiene measures are refused or not completed;
• the property has been altered, disturbed, stripped out, refurbished or deep cleaned in a way that affects the treatment;
• access for recommended follow-up visits is refused or delayed;
• the infestation is linked to adjoining premises, drains, voids, neighbouring properties, or structural defects outside our control.

6.5 A guarantee entitles you to further assessment and, where appropriate, additional treatment of the original infestation during the stated guarantee period. It does not entitle you to a refund unless required by applicable law.

Proofing and Exclusion Work

7.1 Proofing recommendations are based on visible findings at the time of our inspection.

7.2 Proofing work is intended to reduce the likelihood of pest entry through identified access points, but we cannot guarantee against entry through hidden defects, future damage, or areas outside the agreed scope.

7.3 Where we provide a workmanship guarantee for proofing, this applies only to the specific proofing work carried out by Bugwise and not to unrelated defects, general building movement, third party damage, vandalism, weather events, or deterioration of the building fabric.

Access Equipment, Parking and Site Conditions

8.1 Any charges for parking, congestion, permits, tolls, scaffolding, cherry pickers, tower scaffolds, MEWPs, specialist access equipment or third party access services will be charged in addition unless expressly included in writing.

8.2 If our operative cannot carry out the work due to access restrictions, unsafe conditions, lack of authority to proceed, or site conditions not previously disclosed, we reserve the right to charge an aborted visit fee.

Payment Terms

9.1 Payment is due on completion of the visit unless otherwise agreed in writing.

9.2 For larger jobs, specialist works, bird proofing, proofing projects or equipment hire, we may require a deposit or staged payments.

9.3 If payment is not made on time, we may suspend further visits, withhold reports or guarantees, and recover reasonable costs incurred in chasing overdue sums.

9.4 Title to any materials supplied by us remains with Bugwise until paid for in full.

Cancellations and Missed Appointments

10.1 If you wish to cancel or rearrange an appointment, you should give us as much notice as possible.

10.2 We reserve the right to charge for missed appointments, late cancellations, failed access, or wasted attendance where notice is not given.

10.3 If you cancel after materials have been ordered, equipment booked, third party costs incurred, or labour allocated, we may charge a reasonable amount reflecting actual losses and costs already incurred.

Consumer Cancellation Rights

11.1 Where you are a consumer and the contract is made at a distance, off premises, or in your home, you may have a legal right to cancel within 14 days.

11.2 If you ask us to start work within that 14 day cancellation period, you expressly request early performance of the service.

11.3 If you cancel after we have started work at your request during the cancellation period, you may have to pay for the work already carried out and for any materials or third party costs reasonably incurred.

11.4 Once the service has been fully completed, your right to cancel may no longer apply if you asked us to begin during the cancellation period and acknowledged this.

Delays and Events Outside Our Control

12.1 We are not liable for delay or failure to perform caused by events outside our reasonable control, including traffic delays, severe weather, accidents, illness, supplier failure, equipment breakdown, access issues, or force majeure events.

12.2 If this happens, we will aim to rearrange the appointment as soon as reasonably possible.

12.3 We reserve the right to use suitably qualified employees or subcontractors to carry out all or part of the Services where necessary. Where subcontractors are used, Bugwise remains responsible for the Services provided.

Liability

13.1 Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or rights you have under consumer law.

13.2 Subject to clause 13.1, Bugwise shall not be liable for:

• indirect or consequential loss;
• loss caused by failure to follow our advice;
• damage arising from hidden defects, poor maintenance, unsafe electrics, plumbing faults, or building defects;
• pest related staining, odour, contamination, damage or health concerns that existed before our attendance;
• loss arising from delay caused by matters outside our control.

13.3 Our total liability in connection with any service shall not exceed the amount paid by you for that specific service, except where the law says otherwise.

Reports, Advice and Recommendations

14.1 Any report, recommendation or verbal advice is based on what was visible and reasonably apparent at the time of inspection.

14.2 We do not provide structural engineering, legal, medical, veterinary, environmental health, or building surveying advice unless expressly stated.

14.3 Where we recommend further cleaning, repairs, proofing, drain investigation, sanitation, waste removal or specialist attendance, responsibility for arranging those works remains with you unless separately agreed.

Complaints

15.1 If you are unhappy with any part of our service, please contact us as soon as possible so we can investigate and try to resolve the issue promptly.

15.2 Complaints should be sent to info@bugwise.co.uk or by post to our registered business address.

15.3 We will aim to review complaints fairly and within a reasonable time.

Data Protection

16.1 We will handle your personal data in line with our Privacy Policy and applicable data protection law.

16.2 We may keep records of quotations, visits, reports, photographs, communications and invoices for operational, legal, insurance and training purposes.

Photography and Records

17.1 We may take photographs during inspections and visits for reporting, record keeping, training, insurance, warranty and evidential purposes.

17.2 Where possible, we will avoid capturing unnecessary personal information.

Changes to These Terms

18.1 We may update these Terms and Conditions from time to time. The version in force at the date your booking is confirmed will apply to your contract unless otherwise agreed in writing.

Governing Law

19.1 These Terms and Conditions are governed by the law of England and Wales.

19.2 Any dispute shall be subject to the jurisdiction of the courts of England and Wales.

19.3 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

By accepting our quotation or estimate, confirming a booking, requesting that we commence the Services, or allowing us to begin work, you confirm that you have read and accepted these Terms and Conditions.