Terms and Conditions

In these Terms, the following words have the meanings set out below:

• 1.1 "Crittorz", "we", "us", "our" means Crittorz Ltd, a company registered in England and Wales under company number 16588234.
• 1.2 "Customer", "you", "your" means an individual entering into this agreement for purposes that are wholly or mainly outside that individual's trade, business, craft, or profession, and where appropriate, includes your family, employees, or agents present at the property.
• 1.3 "Technician" means the pest control operative who carries out the Services, whether employed directly by Crittorz or engaged as a sub-contractor, as described in the service confirmation.
• 1.4 "Materials" means any goods, products, or items the Technician reasonably needs to purchase in order to carry out the Services, as set out in the confirmation correspondence.
• 1.5 "Services" means the pest control services to be carried out for you, as agreed in your booking and confirmed in writing.
• 1.6 "Relevant Pests" means only the specific pest(s) named in your booking confirmation or service report — the Services do not extend to any other pest species unless separately agreed.
• 1.7 "Terms" means these terms and conditions.
• 1.8 "VAT" means value added tax, chargeable under UK law.

2.1 These Terms govern how the Services are carried out for you. Please read them carefully before booking.

2.2 Your contract with us is formed as follows:

• 2.2.1 When you make an enquiry by phone, email, or online form, you'll be asked to confirm that you've read and accepted these Terms.
• 2.2.2 We'll provide a non-binding quote based on the details you've given us. Choosing to go ahead constitutes your offer to book the Services.
• 2.2.3 We'll then send written confirmation setting out the price, appointment details, and a copy of these Terms for your records.
• 2.2.4 We'll send a reminder by email or text the day before your appointment.

2.3 Telephone calls with our office may be recorded for training, quality, and dispute-resolution purposes, and a recorded booking call may be treated as evidence of the contract formed between us.

3.1 We'll carry out the Services as described in your booking confirmation, treating the active habitat of the Relevant Pests with the aim of eradicating or controlling them, depending on the pest type, location, and safety considerations.

3.2 We aim to keep to the agreed timescales, but delays can occasionally occur due to circumstances outside our control, such as adverse weather, traffic, or operative illness.

3.3 We'll bring the equipment and materials needed to carry out the treatment, as set out in the confirmation correspondence.

3.4 We maintain appropriate public liability insurance with a reputable insurer for the duration of the Services provided to you; a summary of cover is available on request.

3.5 Our Technician will identify themselves on arrival and will not begin work without your consent, or without confirming safe and lawful access to the property.

3.6 If our Technician has reasonable safety concerns about carrying out a treatment — for example, unsafe loft access, uncovered water tanks, aquatic life nearby, or exposed power lines — we may decline to proceed. Where this happens, we'll explain why, and you won't be charged for a visit that couldn't safely go ahead.

4.1 We'll give you clear guidance on what to do before and after your treatment. Please follow this guidance — if you don't, we may not be able to carry out the Service as planned, or the treatment's effectiveness may be reduced. This may include temporarily leaving the property during or after treatment, and we won't be responsible for issues arising from not following these instructions.

Please also note: an occasional pest sighting doesn't on its own justify a return visit, and unnecessary call-outs may incur a fee. Before booking a return visit, please make sure the recommended waiting period has passed and you've worked through the housekeeping checklist above.

4.2 You're responsible for providing access to a working water supply and standard electrical sockets at the property, and for allowing reasonable use of toilet and washing facilities during the visit.

4.3 You're responsible for preparing the property ahead of the visit — including making safe any equipment or appliances and clearing the treatment area — by the agreed appointment time.

4.4 Unless we've agreed otherwise in writing, you're responsible for disposing of any waste materials left at the property after the Service is complete.

4.5 Someone aged 18 or over must be available at the property for the agreed appointment slot, unless we've agreed in advance that access can be arranged without you present. If we're unable to gain access through no fault of ours, this may be treated as a cancellation under clause 8, and a missed-appointment fee may apply.

4.6 Once any poison, bait, or monitoring equipment has been put in place, please don't move, touch, or interfere with it — doing so can compromise the treatment and may affect your entitlement to a free return visit under clause 7.

5.1 All treatments are carried out in line with the Health and Safety at Work etc. Act 1974, the Control of Pesticides Regulations 1986 (as amended), and current guidance from the Health and Safety Executive (HSE) on the safe use of pesticides.

5.2 All products used are approved for use in the UK and are applied strictly in accordance with their approved product label. Rodenticide use follows the CRRU UK Code of Practice.

5.3 Safety data covering the products used and any precautions you should take will be left with you, or is available on request. Please keep this information accessible in case it's needed in an emergency.

5.4 Our technicians are trained and, where applicable, hold relevant industry qualifications (for example RSPH-accredited training). Crittorz Ltd is a member of [insert trade body, e.g. the British Pest Control Association (BPCA) or National Pest Technicians Association (NPTA) — delete if not applicable].

6.1 The price for the Services will be the amount confirmed in your booking correspondence.

6.2 A separate call-out charge may apply, and if so, this will be made clear at the time of quoting. If our Technician attends at the agreed time but can't gain access, or the visit is cancelled after arrival, we're entitled to retain the call-out charge to cover travel and related costs already incurred.

6.3 Payments made by post, phone, or online must be made to Crittorz Ltd by debit/credit card, bank transfer, or bank deposit. Card payments may be requested on completion of the Service. Payments made via our invoice link or app are processed through our third-party payment provider, and card details are held securely by that provider rather than by us directly.

6.4 Payments made in person on the day must be made directly to the Technician, by cash or card.

6.5 All prices include VAT, where applicable.

6.6 We may request an advance payment towards the cost of Services and, where relevant, Materials. If so, this will be agreed with you in advance and set out in the confirmation correspondence.

6.7 We'll invoice you for any remaining balance on or after completion of the Services. Invoices must be paid in full by the due date shown.

6.8 If payment isn't received by the due date, we may pause further Services until the outstanding balance is settled. We'll let you know if this happens.

6.9 Where parking is not available at or near the property, reasonable parking or toll costs incurred by our Technician may be added to your invoice.

7.1 Our service covers only the Relevant Pests listed in your booking confirmation or service report. We aim to eradicate or control the Relevant Pests, subject to access and safety factors, and we'll carry out the Services with reasonable care and skill, using products that meet current UK regulatory and industry standards.

7.2 Subject to clause 7.4, if we fail to carry out the Services with reasonable care and skill, our liability is limited to the price you paid for the affected Service. We won't be liable for indirect or consequential losses, such as loss of income, loss of use of the property, or damage caused by the pests themselves rather than by our negligence.

7.3 We don't accept liability for damage, loss, or injury to pets, livestock, or belongings unless this results from our negligence. Any such claim must be reported to us in writing within 7 days of the damage occurring.

7.4 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be excluded or limited. These Terms don't affect your other statutory rights as a consumer.

7.5 Where a free return visit is offered for a Relevant Pest, this is subject to all of the following:

• 7.5.1 Reinfestation occurs within the return period stated in your service documentation;
• 7.5.2 You report it to us as soon as you become aware of it, and within that same return period;
• 7.5.3 All treatment areas were accessible and clear at the time of the original visit;
• 7.5.4 You followed the Integrated Pest Management (IPM) recommendations given by your Technician; and
• 7.5.5 You waited the recommended period for the treatment to take effect (typically two weeks for most treatments).

7.6 Free return visits don't apply while any invoice remains unpaid, and an additional charge may apply if any of the conditions in 7.5 haven't been met.

8.1 If you're a consumer booking by phone, online, or another means where we're not physically present together at the time of booking, UK law (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) normally gives you a 14-day cooling-off period in which you can cancel free of charge.

8.2 If you'd like us to carry out the Services within that 14-day period, we'll ask you to confirm this expressly. By doing so, you agree that once the treatment has been carried out, your right to cancel under clause 8.1 no longer applies to that Service. Any part of the Services not yet provided can still be cancelled.

8.3 Outside of the statutory cooling-off period, you may cancel or reschedule free of charge up to 24 hours before your appointment by contacting us; we'll confirm this in writing.

8.4 If you cancel or reschedule with less than 24 hours' notice, or our Technician is unable to gain access at the agreed time through no fault of ours, a reasonable missed-appointment fee may apply to cover costs already incurred.

8.5 If you cancel after work has already started, you'll be responsible for the reasonable cost of the work carried out up to that point.

8.6 None of the above affects your other statutory rights as a consumer.

9.1 We may need to cancel or rearrange before your appointment due to circumstances outside our control, or the unavailability of key staff or materials. We'll contact you as soon as possible if this happens, and no charge will apply.

9.2 If we've already started preparatory work before cancelling under 9.1, you won't be charged for that work, and any advance payment will be refunded in full.

9.3 If, on arrival, we reasonably believe a treatment can't be carried out safely (see clause 3.6), we'll treat this as a cancellation under this clause, and any amount paid in advance for that visit will be refunded.

10.1 We only use your personal data as set out in our Privacy Policy, in accordance with UK GDPR and the Data Protection Act 2018.

10.2 We may need to record and use limited health-related information (for example, about pets, allergies, or vulnerable occupants) strictly where relevant to carrying out the treatment safely.

11.1 If something's gone wrong, please contact us using the details in clause 13 as soon as possible so we can put it right.

11.2 We aim to acknowledge complaints promptly and respond in full within 14 working days.

11.3 If you remain unhappy with our response, you're entitled to raise the matter with [insert relevant trade body, e.g. the British Pest Control Association] or your local Trading Standards service.

We may update these Terms from time to time, for example to reflect changes in the law or our services. Any changes will apply to new bookings made after the updated Terms are published; they won't affect a Service you've already booked, unless we're required to make a change by law.

If you have a question or a complaint, please get in touch:

These Terms, and any contract formed under them, are governed by the law of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.