Bookings taken over the phone* or via email are a contract between the customer and the company (JG Environmental Ltd).

*PLEASE NOTE: OUR CALLS ARE RECORDED.

Our standard Terms and Conditions of sale:

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For our Privacy Notice: Click here.

Parking & toll charges

PLEASE NOTE: If parking is not provided by the customer, parking costs will be added to the bill. Any toll/ congestion charges will also be added to the bill.

Please note as agreed, any parking costs that JG Pest Control incur as part of the treatment are the customer's responsibility. No credit/debit card details are kept on file, however, please note that all card payments we take are tokenised. These tokens are used to pay for parking costs throughout the course of a treatment.

Pricing

When we quote over the phone or by email we price on average house sizes based on the number of bedrooms, because we have not yet seen the property. If the property turns out to be a different size on inspection or survey, or your requirements change, the original quote may no longer be right. If that happens we will tell you the revised price before any work starts, and you can accept it or cancel at no charge. We will not change a price after work has begun without agreeing it with you first.
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. You are free to decline an upgraded service and to go ahead with the service you originally booked. If instead you decide to cancel the booking altogether, our Cancellation and Deposit Policy below applies, and any charge is worked out under that section. For further details please refer to the services page at our web site or call the office landline.

Phone calls

Most of our phone calls are 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 JG Pest Control and the customer. The recording acts as proof of this contract and our terms and conditions are in place at this time.

Access

The customer must give JG Pest Control 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. If we cannot get access at the agreed time, the visit is wasted and we may charge for it. That charge is £95 (ex VAT) for a one-technician visit and £190 (ex VAT) for a two-technician visit, depending on the treatment type. We will not charge more than the cost we have actually lost on the visit, and we will not charge at all where you tell us in time for the visit to be refilled.

JG Pest Control 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, all parking costs/ toll charges will be added to the bill and borne by the customer.

Payment

JG Pest Control accept the following types of payment-

1. Credit/ debit card
2. Pay by links - links sent via our office team to customer which allow customers to make and payment online.
3. Invoice- bank transfer/ cheque in the post (ONLY IF PREVIOUSLY AGREED & CONFIRMED WITH OFFICE.)

On successful creation of account with JG Pest Control we offer payment terms of 7 days to commercial customers.

In an effort to protect our staff, JG Pest Control do not accept cash payments unless in extreme circumstances.

Bookings are payable in full in advance. Unless we have agreed otherwise with you in writing, the full price of a booking is due before we attend. Where a booking is not prepaid, any outstanding balance must be paid before our arrival or on completion of the first visit. If it is not, the balance may be taken automatically from your stored card as set out in "How payments work" below.

How payments work: card tokenisation and stored cards

We take card payments through Lloyds Bank Cardnet, and through Paymentsense where it is used as our backup provider. When you pay by card or through a payment link, your card is securely tokenised by our payment provider. This means we never see or store your full card number - Cardnet holds the card details and gives us a secure reference (a "token") that lets us take agreed payments without us keeping the card number ourselves.

Storing your card (your consent). By providing your card details for a booking or payment, you agree that your card may be securely stored (tokenised) with our payment provider for use on that booking and on your account with us.

Collecting a balance (card on file). Where an amount remains payable on a completed job or on your account - for example a balance due after works are completed, or an unpaid invoice - you authorise us to charge your stored card for the amount owed, or part of it, without you needing to re-enter your details. Where we are unable to take the full amount, we may collect a partial amount to reduce the balance owed, and the remainder stays due. This includes deposit jobs such as heat treatments, where any remaining fee is taken automatically after treatment unless agreed otherwise.

If a payment fails. If a card charge is unsuccessful, we will let you know and send you a payment link so you can pay by another method. The balance remains due under our standard payment terms.

Security. Card details are processed and stored by Lloyds Cardnet (Fiserv), and by Paymentsense where it is used as our backup provider. Both are PCI-DSS compliant payment providers. JG Pest Control (JG Environmental Ltd), and The Pest Control Co, do not store full card numbers on their own systems. You can ask us to remove a stored card at any time by contacting customer services on 0330 053 9001 or at [email protected].

Cancellation & Deposit Policy

Changing your mind: your 14-day right

If you are a consumer and you booked by phone, email, online or at your home, you have 14 days from the date we confirm your booking to change your mind and cancel, without giving a reason.

If you want us to start work within those 14 days, you need to ask us to. When you do, we will confirm in writing that you asked us to start early, and that once the work is finished you will no longer be able to cancel under this right.

  • If you cancel before we have started, you pay nothing and we refund any payment in full.
  • If you cancel after we have started but before the work is finished, you can still cancel. You pay a proportionate amount for the work already carried out, and we refund the rest.
  • Once the work is complete, this 14-day right no longer applies. Your guarantee and re-attendance cover are not affected.

This 14-day right applies to consumers. It does not apply to business customers.

Moving or cancelling an appointment

Making an appointment over the phone or by email is a binding contract between the customer and JG Pest Control. If you need to move or cancel a visit, tell us by email or over the phone with more than 24 hours' notice. Where you cancel at short notice we may charge for the costs we have actually incurred, such as a technician's time and travel where the visit could not be refilled, and any charge will reflect our actual loss.

Where a deposit has been paid, we will refund it less any costs we have actually incurred.

Our minimum call-out charge is £150 + VAT. If we attend and no treatment is required, for example because the problem is not a pest or has been wrongly identified, that call-out charge is payable for the visit we have made.

We understand that things change at short notice, so where the job is re-booked within 7 days we will not charge a cancellation fee.

Free follow-up visits are treated the same way as any other visit for access purposes: if you cancel a follow-up visit with less than 24 hours' notice, or we cannot get access, we may charge for the wasted visit on the same basis as set out under Access above. We will tell you the amount before we charge it.

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 JG Pest Control will invoice cancellation fees if necessary. If a cancellation fee is not paid within 7 days we may pass the debt to a recovery agent. If that happens we will write to you first, and we will tell you in that letter what the agent's charges will be.

Cancellation fees apply to the following:

  • No show by customer at visit date/time of technician.
  • 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 JG Pest Control, and to cancel you must tell us by email or over the phone with more than 24 hours' notice. Where you cancel at short notice we may charge for the costs we have actually incurred, and any charge will reflect our actual loss.

Emergency jobs must be pre-paid in full, or part paid if agreed. If the job is cancelled we will refund the payment less the costs we have actually incurred, and in full where we are at fault for not attending on the agreed day.

Claims

JG Pest Control carry out treatments at the customer request. Treatments cannot be 'un-done' without significant cost (often more than the treatment itself). For that reason we do not refund a completed treatment simply because you have changed your mind about having had it. If the work was not carried out with reasonable care and skill, or not as described, tell us and we will put it right.
If a customer has a problem with any of the work JG Pest Control undertake, they are politely asked to voice all concerns in an email to - [email protected].

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. If we damage something while carrying out work, please tell us before you arrange any repair. We will inspect the damage and agree with you how it is put right, either through our own contractor or through one you appoint.

Anything beyond the above will be done through our insurance, a copy of which can be seen at the bottom of the page.

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 0330 053 9001 or email.