Refund policy and booking conditions for pest control fees and charges
The following conditions will apply if the customer wishes to cancel or reschedule an appointment for a treatment.
Refund policy for cancellations
Where the customer cancels a treatment, and a refund is payable, that refund will be paid less a booking fee of £20.
Where a customer cancels, and gives less than one complete working day's notice between cancellation and the appointment date, we will only refund 50% of the treatment cost and charge the administration fee of £20.
However, no refund will be given on multi visit treatments where a treatment has already taken place.
Refund policy where we are unable to carry out a treatment
Where an active infestation cannot be found, or a treatment cannot legally be undertaken, e.g. where any necessary pest proofing or housekeeping work is not carried out, a refund will be made minus the booking fee of £20.
In the case of a wasp treatment where the pest control officer finds bees, a refund will be made minus the booking fee of £20 as the council does not treat for bees.
Rescheduling for missed appointments or where we are unable to carry out the treatment
If we are unable to carry out the treatment through the customers failure to keep the appointment, or if the customer has not carried out any necessary preparation work for insect treatments, the customer will only be able to reschedule on one occasion. If we are prevented from treating on a second appointment then the treatment will be cancelled and no refund will be given.
Where the customer wants to reschedule an appointment they must give at least one working days notice (no additional charge will be applied). The customer will be offered the next available appointment.
General: The council will consider all applications for refunds on their own merit. Any costs incurred by the Council shall be recovered in full. All applications for a refund will be determined within fourteen days of receipt.
Appeal: Any person who disagrees with the decision of the council with regard to a refund may use the councils complaints procedure and ask that this decision is reviewed. In the first instance, any appeal should be made to the head of regulatory services who will review the original decision.
Review: These refund principles shall be reviewed as the need requires, and in any event within three years of adoption.