Booking terms of service

Terms and Conditions

Thornemere Ltd.

Trading as PGH Pest Prevention, Beegone, Woodpecker Roofing,

Crown & Burrow Ecology

Standard Terms and Conditions of Sale

Thank you for selecting our services. We are committed to providing you with a professional and positive experience. Please take a moment to review the following terms and conditions, which set out the legal basis and framework of our working relationship.

1. Definitions and Interpretation

2. Asbestos Policy and Procedure

3. The Contract

4. The Services

5. Your Responsibilities

6. Payment

7. Cancellation and Refunds

8. Termination

9. General Liability

10. Data Protection

11. Other Important Terms

12. Governing Law

13. Force Majeure

14. Guarantees

15. Recorded Calls

16. Time Limits

17. Extent of Survey

18. Opportunity to Cure

19. Scaffolding Requirements and working at height

20. Other Terms and Information Regarding the Work

21. Duty of Care

22. Brick Work Repair, Mortar Matching, and Rubble Removal

23. Welfare Provisions

1. Definitions and Interpretation

1.2 In these Terms and Conditions, we use specific expressions with particular meanings:

– “Client/you/your” refers to the customer who is purchasing our Services.

– “Consumer” has the same meaning as defined by the Consumer Rights Act 2015.

– “Contract” refers to the legally binding agreement formed when you accept our Quotation and agree to these Terms and Conditions.

– “Property” refers to the premises where our Services will be provided.

– “Quotation” is the price we provide you, either in writing or verbally, for the Services. It remains open for acceptance for 30 days and outlines the scope of work.

– “Services” refers to the live pest removal and related services we will provide you.

1.3  Whenever we mention “writing” or “written,” it includes communication via email.

2. Asbestos Policy and Procedure

Legal Requirement: Under the Control of Asbestos Regulations 2012, all materials in buildings constructed before 2000 must be presumed to contain asbestos unless there is clear evidence they do not.

Properties Built Before 2000: If your property was built before 2000 and there is no existing asbestos survey for the areas we need to access, we will arrange a certified asbestos survey (ISO 17020 & 17025) before starting any invasive work. This will be included in your quote.

If Suspected Asbestos is Found During Work:

–             Work will stop immediately for safety reasons.

–             The customer is responsible for the cost of an additional asbestos analysis.

–             If asbestos is found, the customer is responsible for arranging for licensed removal and associated costs before work can continue.

–             If the space is asbestos-free, work will be rebooked.

PGH Pest Prevention complies with all relevant UK regulations, including the Control of Asbestos Regulations 2012 and the Health and Safety at Work etc. Act 1974.

For more, visit: https://www.hse.gov.uk/pubns/books/l143.htm

3. The Contract

Please note: All phone calls are recorded for quality assurance and training purposes. We reserve the right to reference call recordings to assist in resolving any issues.

3.1 Whenever a service booking is made, an contractual agreement is formed between Thornemere Ltd. and the customer and our terms and conditions apply from that point onward. Call recordings serve as evidence of this agreement.

3.2 We will send you a quotation for services. Acceptance of our quotation constitutes a legally binding contract between Thornemere Ltd. and the customer, incorporating these Terms and Conditions.

3.3 Our quotation is based on the information you provide. Thornmere Ltd. reserves the right to amend the quotation if the property size differs upon inspection, survey, or if your requirements change. If additional work is identified during our visit, we will discuss it with you and seek your approval before proceeding. Any extra services and associated costs arising from and within such additional work will be agreed upon in advance.

Quotes are valid for 30 days. If the quote is accepted after this time, Thornemere Ltd. retains the right to quote additional time on site to reassess should it be required.

4. The Services

We will carry out our services with all reasonable care and skill and to best trade practice.

4.1 Any dates provided for the completion of our services are indicative and should be treated as estimates. Unless otherwise agreed in writing, we are not contractually obliged to complete the services by a specific date.

4.2 It is essential that treated areas are allowed to dry fully or be properly ventilated before being accessed.

4.3 Upon request, we will provide relevant health and safety information, including COSHH or other data sheets for the any chemicals used. It is your responsibility to read this information and adhere to all safety procedures. In the event of chemical exposure, individuals should follow the provided instructions and seek medical attention where necessary. Service reports will include any recommendations and details of pesticide treatments carried out.

4.4 While we will use all reasonable efforts to remove the identified pests, we cannot accept liability for pest activity arising from or within areas that are inaccessible or beyond the scope of treatment.

4.5 Any equipment supplied or installed at the customer’s premises in connection with the services remains the property of Thornmere Ltd. unless otherwise specified and paid for in full. You will be liable for the cost of replacement if our equipment is removed, damaged, lost, or stolen.

4.6 Upon completing the work, our technician will present a sign-off sheet confirming your satisfaction with the quality and appearance of the service, and your agreement to settle any outstanding invoices. You must be present to sign while the technician is on-site, as concerns must be raised at that time. Once the sign off sheet has been signed, further modifications will involve additional costs.

5. Your Responsibilities

5.1 The customer must ensure the following prior to and during the provision of our services:

5.1.1 The property is in a suitable condition for Thornemere Ltd. to carry out the agreed works. For example, flooring or fixtures to be treated should be in reasonable condition to avoid avoidable damage.

5.1.2 Full and timely access is provided to all relevant areas of the property (and neighbouring land, if required) on the agreed date and time. If access is not provided, a rescheduling or cancellation fee may apply to cover any associated Thornemere Ltd. costs.

5.1.3 If keys are provided, they must operate all locks without requiring specialist effort or equipment.

5.1.4 The customer must provide any necessary access instructions, including how to disarm and reset alarm systems. Thornemere Ltd. is not liable for alarms triggered due to incomplete or incorrect information.

5.1.5 Where applicable, the customer must assist with parking arrangements and provide valid permits if required. All parking charges, tolls, or penalties incurred due to lack of access or information will be added to the final invoice.

5.1.6 The customer is responsible for obtaining any necessary permissions or consents from third parties (e.g. landlords or local authorities or neighbours) prior to the commencement of services.

5.1.7 The customer must follow all health and safety recommendations and aftercare advice, including any instructions related to the safe use of treated areas.

5.1.8 Where work involves electrical components, the customer must ensure that power to relevant circuits is switched off and remains off for the duration of the works.

5.2 If the customer fails to meet any of the responsibilities outlined above, Thornemere Ltd. cannot be held responsible for any resulting delays or complications, and reserves the right to recover costs for wasted visits or additional time incurred.

6. Payment

Thornemere Ltd. accept the following types of payment:

• Credit/debit card

• Pay by links – links sent via our office team to customer which allow customers to make and payment online.

• Invoice – paid via bank transfer

• Cheques are not accepted

6.1 Many of our services are payable upfront however, stage-payment invoices are payable in full within 30 days from the date of the invoice, without any set-off, withholding, deduction, or retention. All fees exclude VAT where applicable.

6.2 Any changes to the services must be agreed upon in writing before we can proceed. Any fee or price variations will become due for payment to us following the terms mentioned above.

6.3 Any payments made are non-refundable.

6.4 We reserve the right to request full or partial payment upfront before commencing the services. Your payment terms will be included in your quotation.

6.5 If any payment is overdue, a late payment charge will apply from the due date until the balance is settled. This charge will accrue daily at an annual rate of 8% above the Bank of England base rate. Thornemere Ltd. reserves the right to suspend further services and recover any costs incurred in pursuing outstanding payments.

6.6 Outstanding unpaid balances may be passed to a debt recovery agency, and any additional costs incurred during the recovery process will be added to the customer’s account.

7. Cancellation and Refunds

7.1 Deposits are strictly non-refundable.

7.2 By confirming your booking and paying any fees or deposits, you acknowledge that we immediately allocate resources and schedule diary time; accordingly, all amounts paid are non-refundable (subject only to your unavoidable statutory rights).

1. Statutory Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”), you have the right to cancel this contract within 14 calendar days of its taking effect. However, by expressly requesting that we commence performance of the services within that 14-day period, and having been informed that doing so will forfeit your cancellation right, you agree that your right to cancel under the CCR will end once performance commences. For appointments or services scheduled on a specific date, cancellation must be notified to us at least 24 hours before performance begins; any fees or deposits paid are otherwise non-refundable (subject only to unavoidable statutory rights).

7.3 If work has already started and the customer chooses to cancel, they will be liable for all incurred costs to that point—including labour, materials, equipment, and any non-refundable deposits.

7.4 Once a service has been completed, refunds are not applicable, as the services provided cannot be reversed without significant cost. If the customer has any concerns regarding the work completed by Thornemere Ltd., these must be submitted in writing via email. We will investigate all complaints thoroughly.

7.5 Any cancellations or changes must be made by email or directly with your surveyor 24 hours in advance of scheduled service. Customers must receive a written confirmation for the cancellation to be valid.

7.6 Cancellation Fee

If you cancel less than 24 hours before the scheduled appointment, or fail to enable our access without giving us at least 24 hours’ notice, you will owe and immediately be charged a cancellation fee equal to 100 % of the full cost of the scheduled service.

7.7 Payment Terms & Late-Payment Charges

All sums due under this Agreement must be paid within 14 days of invoice. If any amount remains outstanding after the due date, we reserve the right to charge:

Statutory interest at a rate of 8 % per annum above the Bank of England base rate, accruing daily from the due date until payment is received; and

Fixed debt-recovery compensation under the Late Payment of Commercial Debts (Interest) Act 1998, currently:

• £40 for debts up to £999.99

• £70 for debts between £1,000 and £9,999.99

• £100 for debts of £10,000 or more

8. Termination

8.1 Either Thornemere Ltd. or the customer may cancel this contract at any time without liability for such cancellation by providing written notice if:

    8.1.1 There is a material breach of the contract, and the breaching party fails to remedy it within 14 days of receiving written notice. A breach is considered material if it has a significant impact on the cancelling party, regardless of whether it resulted from an accident, mistake, or misunderstanding.

    8.1.2 Thornemere Ltd. or the customer becomes bankrupt, enters liquidation or administration, has a receiver appointed, or ceases (or threatens to cease) trading.

8.2 If the contract is cancelled under this clause, the customer will only be required to pay for the services provided up to the date of cancellation. Any amounts due will either be invoiced to the customer or deducted from any refund owed, depending on the payments made at the time of cancellation.

9. General Liability

9.1 Thornemere Ltd. holds comprehensive liability insurance. Our liability is limited to the cost of the service provided, except in cases of gross negligence or wilful misconduct.

9.2 Thornemere Ltd. accepts responsibility for any delay, loss or damage that the customer may encounter, provided it is a foreseeable result of our breach of these Terms and Conditions or our negligence or misconduct. A delay, loss or damage is considered foreseeable if it is an obvious consequence of such a breach or was reasonably contemplated by both parties at the time the contract was formed.

9.3 Thornemere Ltd. accepts no liability for delay, loss or damage arising from circumstances that are unforeseeable or beyond our reasonable control. This includes, but is not limited to, staff illness, power outages, mechanical equipment failure, severe weather conditions, or delays resulting from local authority regulations, access restrictions, or planning.

9.4 Any damage caused by our team will only be covered if rectification works and materials are arranged or approved in advance by Thornemere Ltd. Any matters beyond this may be handled through our insurance, details of which are available upon request.

9.5 Thornemere Ltd. shall not be liable for any indirect or consequential losses, including loss of profit, loss of business or business opportunities, or any business interruption.

10. Data Protection

We take data protection seriously, and any data we hold will only be collected, processed, and held in accordance with the Data Protection Act 2018, the General Data Protection Regulation 2016, and any amendments to them.

11. Other Important Terms

11.1 We may transfer (assign) our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party if we sell our business, for example. If such a transfer occurs, we will inform you in writing. Your rights under these Terms and Conditions will not be affected, and our obligations under these Terms and Conditions will be transferred to the third party, who will be bound by them.

11.1A All contracts, agreements, and arrangements entered into by the Company — whether for reactive works, planned preventative maintenance (PPM), or subscription-based services — shall be deemed fully assignable and transferable (‘saleable’) in the event of a sale of the business or its assets.

This includes but is not limited to:

• One-off or ongoing reactive works (including works in progress or recurring call-outs)

• Fixed-term or rolling PPM contracts

• Subscription services or retained service agreements

The Company shall ensure all such agreements are structured in a way that does not restrict their transfer to a purchaser, subject to any client consent required by law or the terms of the agreement. Where applicable, standard terms shall include a clause confirming the assignability of the contract without penalty in the event of sale or transfer of business ownership.

11.2 You may not transfer (assign) your obligations and rights under these Terms and Conditions (or the Contract) without our express written permission.

11.3 The Contract is between you and us and is not intended to benefit any other person or third party. Therefore, no other person or party will be entitled to enforce any provision of these Terms and Conditions.

11.4 If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, it will be severed from the Contract. However, the validity and enforceability of the remaining parts of the Contract will not be affected.

11.5 The fact that either party does not exercise or enforce their rights under these Terms and Conditions following a breach of contract does not mean that they have waived their right to do so at a later date.

11.6 Non-Solicitation of Employees and Contractors

11.6.1 The Client agrees that during the term of the Contract and for a period of 12 months following completion or termination of the Services, the Client shall not, without the prior written consent of Thornemere Ltd., directly or indirectly:

a) solicit or entice away;

b) employ or engage; or

c) attempt to employ or engage,

any employee, consultant, subcontractor, or representative of Thornemere Ltd. who has been materially involved in providing the Services to the Client.

11.6.2 This restriction applies whether such individual leaves Thornemere Ltd. voluntarily or otherwise.

11.6.3 In the event of a breach of this clause, the Client shall pay Thornemere Ltd. an associated fee equal to 25% of the individual’s gross annual remuneration at the time their engagement with the Client commences. The parties agree that this represents a genuine pre-estimate of the costs incurred by Thornemere Ltd., including recruitment expenses, training investment, and operational disruption.

11.6.4 This clause shall not apply where the individual responds to a bona fide public recruitment advertisement or recruitment process that is not specifically targeted at employees, contractors, or representatives of Thornemere Ltd.

11.6.5 The Client acknowledges that this clause is reasonable and necessary to protect Thornemere Ltd.’s legitimate business interests.

12. Governing Law

 These Terms and Conditions, and any Contract between us, shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Force Majeure

Neither party will be liable to the other for any failure or delay in performing any obligations under the Contract if the failure or delay is due to a cause beyond their reasonable control. In such cases, the failure or delay will not be considered a breach of these Terms and Conditions or other terms of the Contract.

14. Guarantees

We want you to have confidence in the products and services we provide. For products supplied as part of our pest control treatments, the manufacturer’s standard guarantees will apply. If you require details of any specific product guarantees, please contact us.

For our pest control services, we typically offer a six-month labour guarantee from the date of treatment. This covers re-treatment of the same pest issue in the treated area if the infestation reoccurs due to treatment failure.

Please note that in certain circumstances—such as severe infestations, environmental factors beyond our control, or where recommended follow-up actions are not carried out—this guarantee may be reduced or excluded. Any such adjustments will be clearly stated in your written report or quotation.

Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015.

15. Recorded Calls

To ensure the quality of our service and for training purposes, we may record our phone calls. This helps us continuously improve and provide you with the best possible assistance.

16. Time Limits

All service delivery dates and times are provided as estimates. While we are not liable for any delays, we will make every effort to meet the agreed schedule and minimise any inconvenience.

17. Extent of Survey

Our works will be based upon a thorough inspection of the areas you requested. If you notice any omissions or feel we have misunderstood your instructions, please contact us as soon as possible. Please note: our report reflects only the conditions observed at the time of inspection. We cannot accept responsibility for any hidden issues or problems that arise in the future. All quotations are valid for 30 days. We encourage you to review the report and any attachments carefully.

18. Opportunity to Cure

In the event that the Customer identifies any deficiencies in the performance of Thornemere Ltd., the Customer must notify Thornemere Ltd. in writing without undue delay. Thornemere Ltd. shall be afforded a reasonable opportunity, not exceeding 30 days from the date of notification, to inspect, assess, and remedy any alleged defects. Thornemere Ltd. shall not be held liable for any losses, costs, or damages arising from alleged deficiencies unless and until Thornemere Ltd. has been given such opportunity to rectify the issue. The Customer acknowledges that, due to Thornemere Ltd.’s stringent quality control processes, the occurrence of such deficiencies is expected to be minimal.

19. Scaffolding Requirements and Working at Height

19.1 Scaffolding may remain on-site during and after pest control works. It will be installed safely and, where possible, discreetly. Adverse weather conditions may delay access or treatment—particularly for elevated pests such as birds or wasps—for safety reasons. In such cases, works will be rebooked at the earliest safe opportunity.

19.2 Where treatments require access to roofs, eaves, chimney stacks, or other high areas (e.g. for bird proofing, wasp nest removal, or rodent ingress proofing), appropriate scaffolding or access platforms will be required.

19.3 If the Customer provides scaffolding or access equipment, it must comply with Thornemere Ltd.’s specifications. We reserve the right to refuse to work on any unsafe or non-compliant equipment. All third-party scaffolding must be erected by companies registered with a recognised trade body (e.g. NASC) and be supported by scaffold tags and weekly inspection records.

19.4 Only Thornemere Ltd. personnel or authorised professionals may access scaffolding provided by us. For safety reasons, customers and third parties must not use or interfere with scaffolding.

19.5 No other contractors may use, modify, or dismantle our scaffolding without prior written consent. Any unauthorised access or alteration will result in an additional safety inspection fee.

19.6 Where scaffolding is included in the quotation, Thornemere Ltd. will supply and manage the setup, including pulley systems where necessary, safe working platforms (minimum 1.5m width), and suitable access provisions.

19.7 Scaffold removal cannot be pre-scheduled. Following completion of works, removal typically takes place within 1–4 weeks. Full payment must be received before scaffold removal is arranged.

19.8 Customer-provided scaffolding must include:

Pulley and rope system (if specified)

Kickboards, 90cm safety rails, and safety netting

Wall anchors as required

Full saddle platform around chimney stacks or access points (minimum 13 bricks down if applicable)

Platforms at least four scaffold boards wide

A secured, concealed ladder

Scaffold alarm (where deemed necessary)

Erection at least two weeks prior to scheduled works

Photographic evidence of scaffold setup

Handover certificate and weekly inspection records

20. Other Terms and Information Regarding the Work

20.1 If party wall legislation applies, it is the responsibility of the client to obtain written authorisation from the neighbouring property owner to allow our work and scaffolding to proceed. We are unable to carry out any work on the neighbour’s section without such consent, and this will not be been included in our quotation. Should the neighbour wish to have work undertaken on their side of the building, we may provide them with a separate quotation for those works.

20.2 On some occasions, we will be required to remove the internal building fabric in order to carry out our work effectively and efficiently. If this is decided, Thornemere Ltd. is not responsible for replacing any interior building fabric, including plastering and decoration work.

20.3 If roofing fabric is damaged due to the erection of scaffolding required for our works, repairs to roof tiles or coverings are not included in our fixed quotation and may result in additional charges. As part of our commitment to customer care, we have—where possible—replaced damaged tiles prior to or during scaffold removal. However, such repairs are carried out purely as a gesture of goodwill and do not form part of our contractual obligations. We accept no liability for roofing repairs under the terms of this agreement. It is the responsibility of the property owner to ensure the roof is properly maintained and kept in good repair. Roofs that are aged or have not been regularly maintained are more susceptible to issues such as tile breakage.

If you are interested in obtaining a quote for roofing repairs, please contact your surveyor.

21. Duty of Care

Thornemere Ltd. recognises its duty of care to clients, the public, and the environment when carrying out pest control services. We are committed to:

• Using products and methods that are safe, lawful, and proportionate to the pest issue.

• Minimising risk to non-target species, including pets and wildlife.

• Complying with all relevant legislation, including the Control of Pesticides Regulations 1986, COSHH Regulations 2002, and the Health and Safety at Work etc. Act 1974.

• Conducting risk assessments and using suitable protective equipment and controls.

• Providing clients with clear aftercare instructions to maintain safety and effectiveness of treatment.

The client also has a responsibility to:

• Follow all safety advice and post-treatment guidance.

• Inform us in advance of any vulnerable persons, pets, or environmental concerns on site.

• Maintain treated areas and access points as advised, including prompt reporting of any changes or concerns.

22. Brick Work Repair, Mortar Matching and Rubble Removal

Important: Unless specifically stated in your quote, the disposal of rubble, plaster, or building waste is not included. Replacement brickwork may not exactly match the original in appearance. However, we will consult with you to achieve a finish you’re satisfied with.

23. Welfare Provisions

In accordance with the Construction (Design and Management) Regulations 2015 and the Workplace (Health, Safety and Welfare) Regulations 1992, the Client shall ensure that adequate welfare facilities are made available to the Contractor’s personnel for the duration of the works. This includes access to appropriate toilet and handwashing facilities, drinking water, and—where reasonably practicable—a suitable area for rest and refreshment. These facilities must be located on-site or within a reasonable walking distance of the work area.

If suitable welfare facilities are not provided, the Contractor reserves the right to:

• Pause or reschedule the works until minimum welfare standards are met, and/or

• Arrange for the hire of mobile welfare units, with all associated costs to be charged to the Client.

The Client is responsible for preventing access to baited areas or treated zones by pets, wildlife, or other non-target animals. While Thornemere Ltd. takes every reasonable precaution to minimise risk to non-target species by using tamper-resistant bait stations and regulated products, we cannot accept liability for harm caused to animals that access treated areas, bait stations, or poisoned pests. It is the Client’s responsibility to monitor and restrict pet access as advised during and after treatment.

Version pgh-v1.0-2026-07-29. For questions before booking call 01483 273478.