Terms and Conditions
Last Updated: October 2026
These Terms & Conditions explain the basis on which Powell Pest Control provides pest control, pest inspection, treatment, proofing and related services. Please read them carefully before accepting a quotation or booking an appointment.
By accepting a quotation or confirming a booking, you agree to these Terms & Conditions. We will explain the agreed work, price and any relevant treatment-specific conditions before work begins.
Nothing in these Terms & Conditions affects any statutory rights you have as a consumer.
Business Details
Business operator: Jordan Powell, trading as Powell Pest Control
Business email: hello@powellpestcontrol.co.uk
Telephone: 07845850992
Business address: 19 Ilex Green, Hailsham, BN27 1TR
1. Quotations
1.1. Unless otherwise stated, quotations are valid for 30 days from the date of issue.
1.2. Quotations are based on the information supplied by the customer and, where applicable, the findings of a property inspection or survey.
1.3. If the extent of the infestation, property conditions or required work differs materially from the information originally provided, we may need to revise the quotation. We will explain any proposed changes and obtain your agreement before carrying out additional chargeable work.
1.4. Unless expressly included in the quotation, prices do not include structural repairs, extensive proofing, removal of contaminated materials, specialist cleaning, disposal of significant waste, access equipment or work by other contractors.
1.5. Any survey or inspection fee will be explained before the appointment is booked. Our standard survey fee is £50 unless otherwise agreed in writing. This fee covers the agreed survey or inspection service and is separate from any subsequent treatment quotation. It is not deducted from the cost of treatment unless we expressly agree otherwise in writing.
1.6. A quotation does not guarantee that an infestation will be resolved in a particular timeframe. Outcomes can depend on the pest species, infestation severity, property conditions, access, customer preparation and compliance with aftercare advice.
2. Acceptance of work
2.1. A quotation may be accepted in writing, by email, by telephone, through an agreed booking process or by another method clearly confirming acceptance.
2.2. Once a quotation has been accepted and the booking confirmed, a contract is formed for the agreed services, subject to any applicable statutory cancellation rights.
2.3. The contract comprises the accepted quotation, these Terms & Conditions, any relevant treatment agreement or customer declaration, and any additional written terms expressly agreed between us.
2.4. If documents contain conflicting terms, we will clarify the position with you before proceeding where reasonably practicable. Any specific written agreement for the work will take precedence over these general terms to the extent of the agreed difference.
2.5. We will explain the proposed scope of work, price, expected number of visits and any relevant limitations before treatment begins.
2.6. We will not carry out additional chargeable work without your agreement, except where immediate action is reasonably necessary to address a safety issue and is legally permissible.
3. Access to the property
3.1. The customer must ensure that we can safely access the property and the areas that require inspection or treatment at the agreed appointment time.
3.2. The customer must arrange any necessary keys, entry codes, landlord permissions, tenant permissions or access through an authorised representative.
3.3. Please tell us in advance about relevant access restrictions, security systems, parking restrictions, pets, vulnerable occupants or other circumstances that could affect the visit.
3.4. If access cannot be provided, or the relevant areas cannot be reached, we may need to rearrange the appointment. A cancellation or aborted-visit charge may apply in accordance with Section 16 where the relevant conditions are met.
3.5. We will not force entry or access areas without appropriate authority or permission.
4. Customer responsibilities
4.1. The customer must provide accurate and complete information about the suspected pest problem, previous treatments, known hazards and any relevant property conditions.
4.2. The customer must inform us of circumstances that may affect the safety or suitability of a treatment, including the presence of children, pets, livestock, wildlife, food preparation areas, aquariums or other sensitive environments.
4.3. The customer must follow the preparation, safety and aftercare instructions provided for the agreed service.
4.4. The customer must not interfere with treatments, traps, bait stations, monitoring equipment or other control measures without our advice, unless immediate action is necessary to protect health or safety.
4.5. The customer should promptly report relevant changes, continuing pest activity, suspected product exposure or any concern about the treatment.
4.6. Failure to provide accurate information, access or required preparation may affect the effectiveness of the treatment and may require the work to be postponed or revised.
5. Treatment programmes
5.1. Some infestations require more than one visit. The number and timing of visits will be explained in the quotation or treatment plan.
5.2. Where a multi-visit programme is agreed, each visit will be carried out in accordance with the treatment plan, subject to safe access, suitable conditions and any necessary adjustments.
5.3. Follow-up visits may be required to monitor activity, replenish or remove equipment, assess progress or apply further treatment.
5.4. The expected number of visits is an estimate based on the information available at the time. Additional visits or work outside the agreed scope will be discussed and priced separately before being carried out.
5.5. Pest control results cannot always be immediate. Some methods require time to take effect, and activity may continue temporarily after treatment.
5.6. We will provide appropriate advice about expected results and when further contact or intervention may be necessary.
6. Preparation and aftercare
6.1. Where preparation is required, we will provide instructions relevant to the treatment being undertaken.
6.2. The customer is responsible for completing the stated preparation before the appointment, unless we have expressly agreed to carry out that preparation as part of the service.
6.3. If required preparation has not been completed and treatment cannot safely or effectively proceed, we may postpone the treatment. A reasonable aborted-visit charge may apply under Section 16 where the customer was informed of the requirements in advance.
6.4. The customer must follow all safety instructions and aftercare guidance provided verbally or in writing, including instructions concerning ventilation, cleaning, re-entry, food, children, pets and treated areas.
6.5. We cannot guarantee the effectiveness of a treatment where instructions are not followed or where circumstances outside our reasonable control materially affect the result.
6.6. If you are unsure about any instruction, please contact us before taking action that could affect the safety or effectiveness of the treatment.
7. Chemicals and pesticides
7.1. We will select and use pest control products in accordance with their approved conditions of use, applicable legislation and relevant professional guidance.
7.2. Products will be used only where considered appropriate for the target pest, location and treatment circumstances.
7.3. The customer must follow any product-specific safety instructions provided and must not disturb, remove or misuse treated materials or equipment.
7.4. We will explain relevant precautions, including any required exclusion periods, ventilation or restrictions on access, where applicable to the treatment.
7.5. We may decline or discontinue a treatment if conditions are unsafe, the proposed use is inappropriate, or the treatment cannot be carried out lawfully.
7.6. Information about products used and relevant safety precautions will be recorded or provided where required or appropriate.
8. Traps and bait stations
8.1. Traps, bait stations and monitoring devices remain under our control unless we expressly agree otherwise.
8.2. The customer must not move, open, tamper with or dispose of equipment without our instructions, except where necessary to address an immediate safety concern.
8.3. The customer must keep children, pets and other unauthorised persons away from equipment in accordance with the instructions provided.
8.4. We will explain any relevant monitoring or follow-up arrangements.
8.5. Equipment supplied for temporary use must be made available for collection or removal at the agreed time. If equipment is lost, damaged or interfered with, we may discuss reasonable replacement costs where the customer is responsible and the charge is lawful and proportionate.
9. Proofing and repair
9.1. Proofing means work intended to restrict pest entry or access, such as sealing gaps, fitting covers or installing suitable barriers.
9.2. Proofing work will be described in the quotation, including any relevant materials, limitations and exclusions.
9.3. Unless expressly included, quotations do not cover major structural repairs, building work, replacement of damaged materials or repairs by other trades.
9.4. The effectiveness of proofing may depend on the condition of the building, hidden entry points, neighbouring properties and ongoing maintenance.
9.5. We will explain any limitations identified during the inspection and recommend further work where appropriate.
9.6. We are not responsible for defects or damage that existed before our work, or for new pest entry through areas outside the agreed scope, except where liability arises from our own failure to exercise reasonable care and skill.
10. Guarantees
10.1. Any guarantee applies only where it is expressly offered in the accepted quotation, guarantee document or treatment agreement.
10.2. The guarantee document will explain its duration, scope, conditions, exclusions and any follow-up arrangements.
10.3. A guarantee may require the customer to follow preparation and aftercare instructions, provide access for inspections and follow agreed recommendations.
10.4. Unless expressly included, guarantees do not cover new infestations, reinfestation from neighbouring premises, pest entry through untreated or newly created access points, or circumstances outside the agreed treatment scope.
10.5. If you believe that a guarantee applies, contact us promptly with details of the continuing or returning activity. We will assess the circumstances against the applicable guarantee terms.
10.6. No guarantee excludes or limits statutory consumer rights or any liability that cannot lawfully be excluded.
11. Wildlife and protected species
11.1. Some animals and species are protected by law or subject to specific legal controls.
11.2. We will not carry out work that we reasonably believe would breach applicable wildlife or pest control legislation.
11.3. If protected wildlife or a species requiring specialist authorisation is identified, we may pause the work and explain the available lawful options.
11.4. We may recommend referral to an appropriately qualified or authorised specialist where necessary.
11.5. Any revised work, referral or additional service will be discussed with the customer before proceeding, except where immediate action is legally required or necessary to address a safety risk.
12. Property damage and concealed areas
12.1. Some inspections and treatments may require access to difficult-to-reach areas, including lofts, cupboards, voids, subfloors or other concealed spaces.
12.2. We will explain where access limitations may affect the inspection or treatment.
12.3. We will exercise reasonable care and skill when working at the property. We will not deliberately damage property or carry out invasive work without appropriate permission.
12.4. We are not responsible for pre-existing defects, deterioration, structural weaknesses or damage caused by pests, except where liability arises from our own acts or omissions.
12.5. Where access requires drilling, cutting, lifting fixtures or other potentially invasive work, we will seek agreement beforehand and explain any foreseeable implications.
12.6. Nothing in this section excludes liability for damage caused by our negligence, breach of contract or any other liability that cannot legally be excluded.
13. Hidden infestations
13.1. Pest activity may originate in concealed voids, inaccessible areas, neighbouring properties or locations that cannot reasonably be inspected during the initial visit.
13.2. Findings may change as treatment progresses or further evidence becomes available.
13.3. If new information materially changes the scope, method, cost or expected duration of the work, we will explain the position and obtain agreement to any revised quotation before carrying out additional chargeable work.
13.4. We cannot guarantee the discovery of every infestation or entry point during a visual inspection, particularly where access is restricted.
14. Reinfestation
14.1. A successful treatment may not prevent pests from returning if entry points, food sources, harbourage, neighbouring infestations or other contributing conditions remain.
14.2. We will provide reasonable prevention advice relevant to the service.
14.3. Unless expressly covered by an applicable guarantee, new or separate infestations and additional treatments will be quoted and charged separately.
14.4. We will explain where recommended proofing, sanitation, maintenance or other preventive measures may reduce the risk of recurrence.
15. Payment
15.1. Prices and payment arrangements will be confirmed in the accepted quotation or booking confirmation.
15.2. Unless otherwise agreed in writing, payment is due following completion of the relevant visit or service, as stated on the invoice.
15.3. We accept payment by bank transfer and/or payment link, subject to the options made available for the booking.
15.4. For multi-visit programmes, payment arrangements will be explained before work begins. Unless otherwise agreed, each visit may be invoiced separately.
15.5. If a payment is overdue, we may contact the customer to request payment and explain any outstanding balance. Any interest, recovery costs or other charges will only be sought where legally permitted and applicable to the contract.
15.6. Customers should contact us promptly if they believe an invoice is incorrect or wish to query a charge. We will review the issue and explain the basis of the invoice.
15.7. Payment for a survey or inspection is separate from payment for treatment unless we expressly agree otherwise in writing. Our standard survey fee is £50 and is not automatically credited against a later treatment quotation.
15.8. Nothing in this section permits us to retain payments or charge amounts in circumstances where doing so would breach applicable consumer law.
16. Cancellation, rescheduling and missed appointments
16.1. Cancelling or rescheduling an appointment
We ask customers to provide at least 48 hours’ notice when cancelling or rearranging a booked appointment. Notice should be given by telephone or email using the contact details provided in the booking confirmation.
Where at least 48 hours’ notice is given, we will not normally charge a cancellation fee, subject to any applicable statutory rights and any services already supplied or costs that can lawfully be recovered.
Where less than 48 hours’ notice is given, we may charge a late-cancellation fee of £25, but only where the charge is fair and reasonably reflects costs or losses directly incurred as a result of the cancellation. We will take reasonable steps to reduce those losses, including where practicable offering the appointment to another customer.
The fee will not be imposed automatically where no relevant loss has been incurred or where the amount would be disproportionate.
16.2. Missed appointments or access not provided
Where the customer or an authorised representative is not available to provide access at the agreed time, or access has not been arranged, we may charge up to £50 for the wasted visit.
This may apply where:
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No one is available to provide the agreed access.
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Keys, entry codes or other necessary access arrangements have not been provided.
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The areas requiring inspection or treatment are inaccessible.
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The customer is more than 30 minutes late and the appointment can no longer reasonably proceed or the delay materially disrupts the schedule.
Any charge will be limited to a fair and proportionate amount reflecting the reasonable loss directly incurred. The maximum charge is not an automatic entitlement to £50 in every case.
16.3. Treatment unable to proceed because preparation has not been completed
Where we have provided clear preparation instructions in advance and the customer has not completed the required preparation, we may postpone the treatment if it cannot safely or effectively proceed.
In those circumstances, we may charge up to £50 for the aborted visit, provided the charge is fair, proportionate and reasonably reflects the loss directly incurred. We will consider the circumstances, any work already completed and whether the loss could reasonably have been avoided or reduced.
We will not charge under this provision where the preparation requirements were not clearly communicated, where the failure was attributable to us, or where the charge would be unfair or unlawful.
16.4. Survey fees and cancellation charges
Our standard survey or inspection fee is £50 unless otherwise agreed. This is a fee for the agreed survey service and is separate from any treatment quotation. It is not automatically deducted from the cost of treatment.
Where the survey has been completed, the fee is payable for the survey service in accordance with the agreed booking terms. It is not an additional cancellation charge merely because the customer chooses not to proceed with treatment.
Where a survey appointment is cancelled, missed or cannot proceed, any amount retained or charged will be assessed in accordance with the applicable cancellation terms and statutory rights. A fee already paid will not automatically be retained in full simply because the appointment was cancelled. Any amount retained must be justified by the service already provided or the reasonable loss directly incurred, as applicable.
We will not charge twice for the same service or loss. Any prepayment will be taken into account when calculating any amount properly due.
16.5. Exceptional circumstances and fairness
We understand that unexpected circumstances can arise. We may waive or reduce a cancellation or aborted-visit fee where appropriate, including where there is a genuine emergency or other reasonable explanation.
No fee will be charged where the appointment cannot proceed because of our own failure, or where the charge would otherwise be unfair or unlawful.
16.6. Statutory cancellation rights
Some bookings, including certain contracts made online, by telephone or away from our business premises, may carry a statutory 14-day cancellation right. The applicable rules depend on the circumstances of the contract.
Where statutory cancellation rights apply, these Terms & Conditions do not remove or reduce them. If a customer asks us to begin services during a statutory cancellation period, we will obtain any required request or acknowledgement and explain any applicable payment obligations in accordance with the law.
Where a customer exercises a statutory cancellation right, any amount retained or charged will be limited to what the law permits.
16.7. Cancellation or rescheduling by Powell Pest Control
We may need to cancel or rearrange an appointment due to illness, unsafe weather or travel conditions, lack of safe access, product availability, an emergency or other circumstances outside our reasonable control.
Where possible, we will notify the customer promptly and offer an alternative appointment. We will not charge the customer a cancellation fee where we cancel or cannot attend. Any refund due for services not supplied will be handled in accordance with the contract and applicable law.
17. Complaints procedure
We aim to provide a professional, safe and reliable service. If something has gone wrong, please contact us so that we can investigate and try to resolve it.
17.1. How to make a complaint
Please contact us using the business email address or telephone number listed in Section 22. Where possible, provide:
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Your name and property address.
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The date of the appointment or treatment.
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A description of the concern and what happened.
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Any relevant photographs, reports, messages or other evidence.
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The outcome you would like us to consider.
We encourage customers to raise concerns promptly so that relevant details can be reviewed. However, we will consider complaints on their individual merits and will not automatically reject a complaint solely because it was not made within an arbitrary short deadline.
17.2. Acknowledgement and investigation
We aim to acknowledge complaints within five working days.
We will review the information available, which may include the quotation, agreed scope of work, treatment records, preparation and aftercare instructions, relevant photographs and communications.
We aim to provide a substantive response within 15 working days of receiving the complaint. If the matter is complex or further information is needed, we will explain the delay and provide an updated timeframe.
17.3. Possible outcomes
Depending on the findings, we may provide an explanation, corrective action, further advice, a follow-up visit, a refund or another appropriate remedy.
Any remedy will depend on the circumstances, the agreed service, applicable guarantee terms and legal obligations. We will explain our decision and the reasons for it.
17.4. If you remain dissatisfied
If you are unhappy with our response, please tell us why and we will review the matter where appropriate.
If we cannot resolve the complaint, you may wish to seek independent consumer advice. Where a suitable alternative dispute resolution service is available and applicable, we will explain the relevant options.
Nothing in this procedure affects your right to pursue a complaint through the courts or exercise any other statutory right.
17.5. Safety concerns
Complaints involving possible pesticide exposure, risks to children or pets, unsafe equipment or another immediate safety concern should be raised with us as soon as possible. If there is an immediate danger, take appropriate steps to protect people and animals and contact the relevant emergency or medical service where necessary.
18. Liability
18.1. We will provide our services with reasonable care and skill and in accordance with applicable legal requirements.
18.2. We are not responsible for loss or damage caused by inaccurate or incomplete information supplied by the customer, failure to provide access, failure to follow reasonable safety or aftercare instructions, or circumstances outside our reasonable control, except where we are legally responsible.
18.3. We are not responsible for the actions or omissions of independent third parties engaged directly by the customer.
18.4. Where liability arises, we will consider the nature of the loss, the agreed scope of work and the circumstances in accordance with applicable law.
18.5. Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory obligations that cannot lawfully be excluded, or any other liability that cannot legally be excluded or limited.
18.6. Nothing in this section limits a consumer's statutory rights, including rights relating to services not carried out with reasonable care and skill.
19. Events beyond our reasonable control
19.1. We will not be liable for delays or failure to perform to the extent caused by events beyond our reasonable control, such as severe weather, unsafe travel conditions, emergencies, significant supply disruption, legal restrictions or other unforeseen events.
19.2. We will take reasonable steps to notify affected customers and rearrange appointments or agree an appropriate alternative.
19.3. This section does not remove any statutory refund rights or other consumer rights that apply where services cannot be supplied.
10. Privacy and data protection
20.1. We handle personal information in accordance with applicable data protection legislation.
20.2. Information about how we collect, use, store and share personal data, the lawful bases for processing, retention periods and customer rights is set out in our Privacy Notice.
20.3. Our Privacy Notice is available on our website or on request.
20.4. We use customer information only for legitimate business purposes, including responding to enquiries, arranging and carrying out services, issuing quotations and invoices, maintaining treatment and safety records, handling complaints and meeting legal obligations.
20.5. Where we send optional marketing communications, customers may opt out at any time.
21. Governing law and jurisdiction
21.1. These Terms & Conditions are governed by the law of England and Wales.
21.2. Any dispute will be dealt with by the courts with appropriate jurisdiction, subject to any mandatory consumer protections and rules that give consumers the right to bring proceedings in another relevant jurisdiction.
21.3. If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
21.4. If we do not enforce a provision on one occasion, this does not mean that we waive the right to enforce it on a later occasion.
Have questions about our terms?
For enquiries, cancellations, rescheduling requests or complaints, please contact:
Powell Pest Control
Jordan Powell, sole trader
Email: hello@powellpestcontrol.co.uk
Telephone: 07845850992
Business address: 19 Ilex Green, Hailsham, BN27 1TR
Please include your name, property address and booking details so that we can identify the relevant appointment or service.