Terms and conditions

Who you are contracting with

A.C.E. Pest Control is a trading name of JG Environmental Limited, registered in England and Wales, company number 07568726, registered office Andrews House, 61 Wallingford Road, Uxbridge UB8 2RW.

Work is carried out from our base at 1 Grange Lane, Cople, Bedfordshire MK44 3TT. The registered office is where the company is registered and is not a place we trade from, so please do not send correspondence about a job there.

Quotations and pricing

A price given over the telephone or by email is based on what you have described to us. If the job turns out to be materially different when we arrive, for example a larger property, a different pest, or more nests than described, we will tell you the revised price before we start any work.

We will not carry out chargeable work you have not agreed to. If you do not accept a revised price, you are free to decline and you will not be charged for the visit.

Prices we quote are plus VAT. If you would like the total including VAT, ask us and we will tell you.

Paying for your booking

You can pay in one of three ways, and we agree which one with you when you book: in full in advance, using the secure payment link we send you; by paying a deposit of half the price through the same link, with the rest due on the day; or by card or cash to the technician on the day.

Once your booking is confirmed, we will attend on the agreed day. If you need to change it, please see Moving or cancelling an appointment below.

Your right to cancel

If you are a consumer and you booked by telephone, by email, through this website 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 cancel before we have started, you pay nothing and we refund any payment in full.

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. Pest problems are often urgent, so this is common, and we would rather set it out plainly than have it come as a surprise.

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.

To cancel, telephone us or email us. Once the work is finished this right no longer applies, but your statutory rights about the quality of the work are not affected.

Moving or cancelling an appointment

If you need to move or cancel a visit, please tell us by telephone or email with more than 24 hours' notice.

If you cancel with less 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 given to another customer. Any charge will reflect our actual loss, we will tell you the amount before we charge it, and we will not charge at all if you rebook the visit within 7 days.

Where you have paid in advance or paid a deposit and the booking is cancelled, we refund the payment less any costs we have actually incurred, and in full where we did not attend on the agreed day through our own fault. If you cancel within your 14-day right to cancel, that section applies instead.

Access to the property

You need to give us access at the agreed date and time, and to prepare the property as we described when the booking was made. Preparation matters more than people expect: some treatments will not work if a room has not been cleared or emptied as instructed.

If you provide keys, they must open and close all locks without special effort or skill. Please tell us in advance about alarms, and how to disable and reset them. We cannot be responsible for triggering an alarm we were not told about.

If we cannot get access at the agreed time and you did not let us know beforehand, the visit is wasted and we may charge for it. We will not charge more than the visit actually cost us, and we will tell you the amount before we charge it.

Treatment, safety and your responsibilities

Our technicians work to the label conditions of the products they use, and those conditions are a legal requirement rather than a preference. You must follow any instruction we give you about staying out of a treated area, keeping children and pets away, or ventilating a room.

Tell us before treatment about anyone in the property who is pregnant, has a respiratory condition or a relevant allergy, and about any fish tanks, beehives or other sensitive animals, so we can choose an appropriate treatment or decline to use one.

We may refuse to carry out a treatment if we judge it unsafe to proceed. If that happens we will explain why and you will not be charged for a treatment we did not carry out.

If something goes wrong

We carry out every treatment with reasonable care and skill. If we have not, tell us and we will put it right at no extra cost, or where that is not possible, reduce the price. Where a treatment includes follow-up visits or a guarantee period, we will tell you what is included when we confirm your booking.

If you are unhappy with any work we have done, please tell us by email so we have a clear record of it, and we will respond within 7 working days.

Where we have caused damage, we will put it right. We ask that you give us the opportunity to inspect the damage and arrange the repair before any remedial work is ordered elsewhere, because a repair we have not seen or agreed to is one we cannot verify.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer are not affected by anything written here.

Wildlife and the law

Some of the species we are asked about are protected. Bats and their roosts are protected by law and we do not treat them. Most wild birds, their nests in use and their eggs are protected, which limits when and how bird work can be carried out.

Where the law does not allow the work you have asked for, we will say so and explain what can lawfully be done instead. We would rather lose the job than carry out work that is not lawful.

Telephone calls

Telephone calls to us may be recorded. We use recordings to confirm what was agreed when you booked and to help resolve any problem or complaint.