Terms and conditions
Before booking a pest control appointment please read the following terms and conditions:
1. Appointments
1.1. Appointments are available in morning and afternoon slots. Generally, one pest control officer will attend, but some appointments may require two officers.
1.2. Morning appointments: A pest control officer will attend between 9 AM and 1 PM.
1.3. Afternoon appointments: A pest control officer will attend between 12 noon and 4 PM.
1.4. An adult aged 18 or over must be present at the property to allow entry.
1.4.1 If the appointment booked is for moles and you have used our service at the same address within the last 12 months you do not need to be home for any of the visits.
1.5 Initial visit undertaken by qualified Pest Control Operative
1.6 For mice, rats, moles, and squirrels, up to three visits may be needed.
1.7 For bed bugs and cockroaches, an initial assessment visit followed by up to 4 further visits to treat.
1.8 At the initial visit customers will be provided with an information sheet informing of poisons used and locations placed.
1.9 Depending upon the type of pest, the operative will offer advice on how to reduce the risk of infestation and/or possible cause.
2. Cancellations and Amendments
2.1. To cancel or amend an appointment, call 01709 336003 at least one working day before the scheduled appointment.
2.2. If we arrive and cannot access the property or if you miss an appointment, the visit will count as one of your treatment visits. Future appointments will be cancelled, and you will need to contact the council by calling us on 01709 336003 or by completing our online web form, to reschedule.
3. Service Conditions
3.1. Treatments for mice, rats, moles, and squirrels consist of up to three visits. If you are not home for any one of these visits and do not contact us within 28 days, the treatment will end, and you will need to rebook and pay for a full treatment again.
3.2 Where the appointment is for fleas, you will be responsible for vacuuming and/or mopping the affected area, and for emptying your vacuum, after the visit has been completed.
3.3. Where the appointment is for wasps, you must try to identify the location of the wasp nest or its entry point (from a safe distance) before our visit. If the nest or entry point cannot be located by us, a call-out fee may be charged. View the pricing information.
3.4. If no evidence of pests is found or if the pest is not one we treat (e.g., bees instead of wasps), you will be refunded the treatment cost minus a call-out fee.View the pricing information.
3.5. If you pay for the wrong treatment (e.g., a different insect is identified), you may be charged an additional fee or receive a partial refund. Follow-up treatment dates may be adjusted as needed.
3.6. If the Pest Control service is unable to treat due to operational issues (e.g., bad weather, a full refund may be given if a suitable alternative date cannot be offered.
3.5.1 If the Pest Control Service is unable to gain access to the reported issue (e.g an inaccessible nest) a full refund may be given.
3.7. No refund will be given for multi-visit treatments where a visit has already taken place.
4. General Guidance
4.1. If you disagree with a refund decision, you may use the council’s complaints procedure to request a review.
4.2. During treatments for rats, mice, or squirrels, the Pest Control Officer will offer advice on proofing/prevention of further infestation. There is no guarantee that the advice we offer will prevent future infestations.
4.3 This contract is for a treatment only and the council does not give any guarantee, express, implied, or otherwise, that the treatment shall in all cases effect total resolution of the problem.
4.4 All pesticides and containers used in the course of the treatment remain solely the property of Rotherham MBC's Pest Control Service. Every effort will be made to collect the bait boxes placed at your premises.
4.4. If insects (excluding bed bugs or cockroaches) return within 14 days after treatment and you have followed our advice, we will offer a further appointment.
4.4.1 For fleas, if they return within 21 days, we will undertake a further treatment. Call 01709 336003 to schedule a follow-up appointment.
4.5. Follow all health and safety advice given during our visit to prevent secondary poisoning.
4.6. We offer a free insect identification service. Information about this service can be found on our website www.rotherham.gov.ukor alternatively you can contact us on 01709 336003 to arrange where to take the sample if you need this assistance.
4.7 Our fees include all materials needed to carry out the treatment required, there are no additional costs. We also offer you free advice as part of your treatment to prevent further pest infestations.
