Esmad Ltd Terms & Conditions

In high levels of infestation where our standard service may not be the most appropriate treatment, we will advise and recommend the best service and the cost of doing this. As a customer you are within your right to decline an upgraded service, but you will be charged should you choose to cancel the agreed service arrangement. For further details please refer to the services page on our web site or call the office on 0800 107 8741

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Phone calls

Phone calls may be recorded for best practice. We reserve the right to use information in these calls to resolve any problems. At the time a booking is made this is a contract between Esmad Ltd and the customer. Recordings act as proof of this contract and our terms and conditions are in place at this time.

 

Access

The customer must give Esmad Ltd and their representatives access at the time and date agreed and prepare the property as described when booking the service. If keys are provided, they must open and close all locks without any special efforts or skills. Failure to give us access will result in a cancellation / reschedule fee of £95 for a 1-man team or £190 for a 2-man team (excluding VAT).

Esmad Ltd cannot be held responsible for triggering any alarm systems. The customer must provide adequate information on disabling and resetting alarms and locks on the premises.

Customers are required to aid the technician in finding parking if necessary. Permits must be provided to the visiting representative if applicable.

Where multiple treatments / visits are required then the client will pay for 'up to' this amount of recommended visits. The client must make access available to Esmad Ltd in a reasonable timescale for any follow-up visits. Follow-up visits are to be carried out within 14 days of the initial / previous visit for this to be inclusive of the initial price quoted. Esmad Ltd will not be held liable for any missed follow-up appointments as a result of unable to gain access in to a property. 

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Payment

Esmad Ltd accept the following types of payment-

1. Credit / debit card
2. Payment SMS / email links – links sent via our office team to customer which allow customers to make and payment online.
3. Invoice - bank transfer (ONLY if agreed prior to works with the office)

4. Cash - a receipt / treatment report will be issued for your records.

On successful creation of account with Esmad Ltd we can offer payment terms of 30 days to commercial customers.

Once the treatment has been physically applied to your property, your 14-day cooling off period is automatically waived.

If bookings are not prepaid, then any outstanding balances will need to be paid upon completion of the first visit. Failing this, any monies owed can be liable to accrue interest and may be passed on to a third party debt management agency for collection.

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Cancellation Policy

All cancellations incur a charge of 50% of the treatment price, with a minimum cancellation charge of £45.00+VAT.

Making an appointment over the phone or by email is a binding contract between the customer and Esmad Ltd. In order to cancel a scheduled appointment, you must do so by either email or over the phone with more than 24 hours’ notice. Phone calls on the day of the appointment, or emails will not be accepted and cancellation fee of the full amount of the job will apply. Cancealltions by SMS will not be accepted.

By booking our services over the phone or email you are entering a contract with Esmad Ltd and you waive your rights to a 14-day cooling off period if the work is due to be carried out within the next 14 days.

Please note our current minimum call out charge is £45+VAT. If we arrive and you do not require our services, this includes if the problem has been wrongly identified, a call out charge of £45+VAT or 50% of the treatment (whichever is higher) is payable.

We understand that at last minute things can change and you may not be able to make the appointment, so we are happy to waive the cancellation charge providing the job is re-booked within 7 days (please note - this does not apply for free of charge follow-up visits. You will be charged cancellation for follow-up visits if we are notified of cancellation later than 24 hours before the booking).

**Heat treatments and other deposit jobs with any remaining fees will be taken after treatment automatically unless agreed otherwise**

These terms and conditions are binding, and Esmad Ltd will invoice cancellation fees if necessary. Failure to pay cancellation fees within 7 days will mean the debt will be passed to our debt recovery specialists, in this case, the third-party recovery agents exercise the right to also recover their costs which will increase the charge significantly.

Cancellation fees apply to the following:

• No show by customer at visit date / time of technicians visit.

• Non-compliance with preparation list as supplied by company.

• Customer cancellation.

Making an appointment over the phone or by email is a binding contract between the customer and Esmad Ltd. In order to cancel you must do so by either email or over the phone with more than 24 hours’ notice. Last minute phone calls or emails will not be accepted and cancellation fee of the full amount of the job will apply.

(Note: Unless for unforeseen circumstances we are a fault for not attending in the allocated day).

 

Claims

Once a treatment has been carried out there are no grounds for a refund. Esmad Ltd carry out treatments as per customer request. Treatments cannot be ‘un-done’ without significant cost.
If a customer has a problem with any work undertaken by Esmad Ltd, they are politely asked to voice all concerns in an email to info@esmad.co.uk. Our policy is to respond within 7 working days.

If necessary, we will investigate all claims and complaints in order to present the best possible rectification. Any damage caused by us will be paid for ONLY if contractors / materials are ordered through or accepted by Esmad Ltd PRIOR to rectification works. Anything beyond the above will be done through our public liability insurance.

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Guarantee 

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With the exception of bed bug and cockroach treatments (where heat is not used), all residential pest control treatments come with a 6 month guarantee. This guarantee is effective from the date of the initial treatment and Is on the proviso that any recommendations have been followed and adhered to. Any recommended hygiene issues or proofing works should be followed. This guarantee way me void if our treatment is interfered with in any way.

 

Treatment

Treatment terms and conditions are provided with the job report (usually emailed). If this is not the case you can request a copy from the office by either calling 0800 107 8741 or email.