Pest control terms and conditions

The following terms and conditions apply to our domestic and commercial pest control service.

Domestic visits and access to your property

We cannot attend properties where the problem has been treated in the last month by another pest control provider.
The property must be in the Liverpool local authority area.
Domestic treatment is for individual homes only - not shared accommodation.
For houses of multiple occupancy (HMOs), shared student houses or communal spaces in flats, you must contact your landlord to arrange a commercial pest control visit.
If you are a Riverside Housing Association tenant, you must contact the Riverside pest control service before contacting us.
Someone can book a visit on behalf of the occupier with their consent, such as a family member or social worker. This does not include landlords or letting agents.
You or an appointed person over 18 must be present at the time of the visit.
Visits take place between 9am and 3.30pm.
Follow-up treatments should take place within one calendar month of the original booking. The pest control officer will advise when to book the next treatment.
We advise you to read our pre-treatment advice before we visit the property.

We will not issue a refund if you or the appointed person is not home at the time of the visit.
If we are unable to treat due to access, health and safety or misidentified pest (bees not wasps), we will refund the fee, minus a £25 call out charge. This only applies to visits booked and paid for during the seasonal period, which is from 1st July to 31st October.
Refunds do not apply where a booking has been made and paid for outside the seasonal timeframe - for example, a booking made on 30th June for a visit taking place on 1st July will not be eligible for a refund.
If the pest control service is unable to attend and cancels your visit, you can rebook your appointment or request a full refund - this must be done within 5 working days of receiving the 'unable to attend' notification. If you don't rebook within 5 working days, we will issue a full refund and close the case.

We provide up to 2 visits to carry out treatment, or up to 3 visits if rats are inside your property.
We use a range of rodenticides and pesticides to treat pest issues. Treatments are licensed to be used only by qualified pest control professionals.
We will tell you what treatment we have used, and advise you to read to the product's material safety data sheet for more information.

We treat active wasps' nests from the exterior of the property. If they are located in the loft space we will still treat it from an external access point.
We use poles, not ladders, to access nests. This is normally sufficient to treat a nest at height in a standard 2-storey property. Properties with 3 or more storeys may require additional equipment (see 3 below).
If we attend your property and the nest is too high to treat, we will ask you to arrange equipment for us to work at height, for example, scaffolding. This should be in place for the second visit - we will reopen your case if this is arranged within one month of the initial visit.
Any working at height equipment that you provide must have a valid safety certificate - a scaffolding company would normally supply this.
If the equipment you provide is not suitable or deemed unsafe, we will not carry out treatment.
If you are unable to provide safe working at height equipment, you can request a partial refund if booked within the seasonal period (see refund policy above).
If we attend a wasp problem and there are multiple nests, we can only treat what you have paid for. You will need to book a new appointment for nests not paid for.
We will not remove treated wasp nests.

We will only remove dead rodents where it is practicable for us to do so and only when attending as part of a scheduled treatment programme.
Officers will employ safe baiting methods, including the use of tamper-proof boxes.
We do not accept any liability for loss, damage or injury to any domestic animals, birds, goods or equipment.

We cannot attend properties where the problem has been treated in the last month or is being treated by another pest control provider, or where the premises is subject to investigation or enforcement action.
The landlord or owner must make sure that an adult over 18 is present at the time of any visit. You can delegate this to a tenant or other appropriate adult.
We may schedule up to 3 visits for commercial treatment.
If a visit has been agreed and we are unable to access the site, this is classed as a missed visit. A missed visit will count as one of your 3 scheduled visits/revisits.
After the first treatment has taken place we advise not to cancel or reschedule further visits as this may impact on any treatment provided or bait laid.
If you cancel a revisit 3 times, this will count as your full treatment completed and we will expect full payment.

We are not able to put down poison or traps in areas that pose a risk to pets and wildlife, or where people can move them.
We cannot always treat in a public space, for example, spraying insecticides in areas of heavy footfall or bus stops is a health and safety concern.
We cannot investigate or treat pests reported on private land. If a neighbouring property is a contributing factor of a pest problem, refer to the Private Sector Housing Team. If the cause is vacant property or land, refer to the Vacant Property Team.

Where bait is laid on the first visit, we will collect any bait boxes during the scheduled revisit (second visit).
If we lay further bait during the second visit, the pest control officer will ask you to arrange a further appointment for the bait boxes to be collected if that is your final visit.
You must not dispose of hazardous bait boxes or their contents into your waste or recycling bin.