Refund policy

EcoShield Roxburghe – Refund & Cancellation Policy

At EcoShield Roxburghe, we aim to deliver every service with professionalism, clarity, and fairness. The policy below explains how cancellations, deposits, refunds, and guarantees work for both domestic and commercial clients.

Cancellations Before Our Visit

Domestic customers:
You may cancel your appointment up to 24 hours before your scheduled visit for a full refund of any deposit paid.
If cancelled within 24 hours, the deposit may be retained to cover allocated time and travel preparation.

Commercial clients:
Cancellations within 24 hours of a planned visit may be charged at the agreed call-out rate unless your service agreement states otherwise.

If EcoShield must cancel or reschedule, you may choose a new appointment or receive a full deposit refund.

After the Visit – Refunds & Service Quality

Once an initial survey or treatment has taken place, fees for work already completed are non-refundable.

If you believe a service has not been carried out with reasonable care and skill, we will offer a free corrective revisit or, where appropriate, a partial refund based on the portion of the service not properly delivered.

Deposits

Deposits secure your booking and are deducted from the final invoice.
They are refundable only if the appointment is cancelled more than 24 hours in advance, unless EcoShield cancels the visit.

Service Plans & Contracts

For ongoing or contracted services, the agreement will outline the minimum term, service frequency, and notice period.
If a contract is ended early, charges for services already delivered remain payable.
Any pre-paid fees for future, undelivered services will be refunded pro-rata.

Limits to Refunds

Refunds cannot be offered where:

  • Pests re-enter from new or external sources beyond our control

  • Recommended proofing or housekeeping measures are not followed

  • A multi-visit treatment programme is stopped early by the customer

Online & Telephone Bookings – Cooling-Off Rights

If you book online or by phone and the service has not yet begun, you may cancel within 14 days under Consumer Contracts Regulations.

For urgent or immediate attendance, you agree that the service begins within this 14-day period and that the cancellation right ends once work has started.