Terms of service

EcoShield Roxburghe – Terms of Service

These Terms of Service explain how EcoShield Roxburghe Ltd (“we”, “us”, “our”) provides pest control, wildlife management, and related services. By booking a visit, purchasing a product, or signing a service agreement, you accept these terms.

1. Scope of Services

We provide pest control treatments, inspections, proofing works, and ongoing service plans.
All services are delivered with reasonable care and skill, in accordance with UK law and industry best practice.

A written report or digital record may be issued after each visit, outlining findings, treatments, recommendations, and any follow-up actions.

2. Customer Responsibilities

To enable safe and effective treatment, customers agree to:

  • Provide clear access to the affected areas

  • Advise us of pets, children, vulnerable persons, or special requirements

  • Follow any preparation or aftercare instructions provided

  • Notify us promptly if pests persist or conditions change

Failure to follow guidance may reduce treatment effectiveness and may limit guarantees.

3. Pricing & Payment

Prices are stated in advance wherever possible.
For emergency or urgent work, a call-out fee may apply.

Payment terms:

  • Domestic customers: Payment on completion unless otherwise agreed.

  • Commercial clients: Payment within agreed credit terms (typically 14 or 30 days).

Deposits may be required for certain bookings and are deductible from the final invoice.

VAT is charged at the prevailing rate.

4. Cancellations & Refunds

Our refund and cancellation rules are set out fully in our Refund & Cancellation Policy.
Key points:

  • Domestic customers may cancel 24+ hours before the visit for a full deposit refund.

  • Visits cancelled within 24 hours may incur charges.

  • Once a service has started, fees for completed work are non-refundable.

Urgent bookings requested within the 14-day cooling-off period waive cancellation rights once work begins.

5. Service Effectiveness & Limitations

Pest activity is influenced by many environmental factors outside our control.
While we use professional methods and equipment, no treatment can guarantee complete eradication, particularly where:

  • The source of infestation remains accessible

  • Hygiene, proofing, or housekeeping recommendations are not followed

  • Pests originate from neighbouring properties or surrounding land

Ongoing monitoring or multiple visits may be required for certain pests.

6. Access & Safety

We reserve the right to refuse service if:

  • A property is unsafe

  • Access is obstructed

  • Conditions pose a health risk beyond reasonable expectations

If unsafe conditions prevent work, the call-out fee may remain payable.

7. Property Damage & Liability

We take care to avoid damage.
However, minor cosmetic marks can occur during pest control work (e.g., dusting, drilling small proofing holes, lifting insulation). These are considered normal and may not be covered.

We are not liable for:

  • Pre-existing structural issues

  • Damage caused by pests themselves

  • Losses arising from failure to follow our advice

Nothing in these terms excludes liability where not permitted by UK law.

8. Ongoing Service Plans & Contracts

For clients with service agreements:

  • Contracts will specify the minimum term, visit schedule, and termination notice

  • Ending a contract early may require payment for services already delivered

  • Prepaid services not delivered will be refunded pro-rata

Contract amendments or cancellations must be made in writing.

9. Products & Equipment

If we supply or install products (e.g., bait boxes, traps, proofing materials), ownership transfers upon payment unless rented as part of a service plan.
Rented equipment remains our property and must be returned or made accessible for collection if the agreement ends.

10. Privacy & Data Protection

We handle customer data in line with UK GDPR.
Information is used only for:

  • Booking and delivering services

  • Safety requirements

  • Account administration

  • Legal obligations

We never sell or share data for marketing outside EcoShield Roxburghe.

11. Complaints

If you are unhappy with any aspect of our service, please contact us.
We will investigate and aim to resolve all complaints quickly and fairly, offering corrective visits where appropriate.

12. Governing Law

These Terms are governed by the laws of Scotland.
Any disputes will be handled under Scottish jurisdiction.