MothKill Terms & Conditions of Service
These Terms & Conditions explain the basis on which MothKill provides pest-control, heat-treatment and related services.
Last updated: September 20261. Booking & Payment
1.1 A 25% deposit is normally required to secure a booking.
1.2 Unless otherwise agreed by MothKill in writing, the remaining balance is due in full on arrival and before treatment commences.
1.3 We may decline to commence treatment where an amount due under the agreed payment terms has not been paid.
1.4 Where a service has been provided in accordance with the contract, payment must be made in accordance with the agreed payment terms.
1.5 Nothing in these terms removes or restricts statutory rights or remedies available to consumers where a service has not been supplied with reasonable care and skill or as agreed.
Business Customers
1.6 Where the customer is acting in the course of a business, MothKill reserves any rights available under the Late Payment of Commercial Debts (Interest) Act 1998, including applicable statutory interest and recovery costs.
2. Service Scope
2.1 The quotation or booking confirmation will identify the property, areas and services included in the treatment.
2.2 Unless expressly included in writing, treatment does not extend to additional rooms, neighbouring properties, inaccessible areas, external buildings, lofts, voids, storage areas or other locations outside the agreed treatment scope.
2.3 Advice provided during attendance does not automatically expand the agreed treatment scope.
2.4 Pest-control results can be affected by factors outside MothKill's reasonable control, including untreated areas, neighbouring infestations, inaccessible harbourages, preparation, building construction and subsequent reintroduction.
3. Access & Treatment Conditions
3.1 The customer must provide safe, reasonable and uninterrupted access to the areas included in the agreed treatment.
3.2 Customers must ensure that any necessary access permissions from landlords, tenants, agents or other responsible persons have been obtained before attendance.
3.3 Significant delays, restricted access or circumstances preventing treatment may result in the visit being delayed, altered or aborted.
3.4 Where additional costs or losses are reasonably incurred because agreed access has not been provided, MothKill may charge a reasonable amount reflecting those costs or losses, subject to applicable consumer law.
4. Customer Preparation
4.1 Where preparation instructions are supplied, they form an important part of the treatment process.
4.2 The customer is responsible for completing required preparation before treatment, including any instructions concerning decluttering, access, furniture, clothing, belongings or sensitive items.
4.3 The customer must disclose relevant information that could affect treatment or safety, including pets, aquariums, vulnerable occupants and known hazards within the treatment area.
4.4 Failure to follow preparation instructions may reduce treatment effectiveness and, where relevant, may affect warranty entitlement.
5. Heat-Sensitive & Vulnerable Items
5.1 Heat treatment involves elevated temperatures. Customers must follow all instructions concerning items that should be removed, protected or brought to our attention before treatment.
5.2 Particular care may be required with items such as:
- Heat-sensitive plastics and plastic fittings
- Plastic blinds and curtain fittings
- Laminated or bonded furniture
- Some electronics and electrical equipment
- Aerosols, pressurised containers and combustible materials
- Medicines and temperature-sensitive products
- Wax products, candles and similar materials
- Valuable, fragile or irreplaceable possessions
5.3 MothKill is not responsible for damage that results directly from a customer's failure to follow clearly supplied preparation instructions or failure to disclose a known vulnerability of an item, except to the extent that the damage was caused by MothKill's negligence or failure to exercise reasonable care and skill.
6. 6-Month Heat Treatment Warranty
6.1 Where expressly stated in the quotation or booking confirmation, qualifying complete-property heat treatments include a 6-month warranty.
6.2 Unless expressly agreed otherwise in writing, partial or individual-room treatments do not carry the complete-property warranty.
6.3 Warranty entitlement depends on compliance with the treatment and preparation requirements supplied by MothKill.
6.4 Warranty cover may not apply where subsequent pest activity results from:
- Areas excluded from the original treatment
- Failure to follow preparation or aftercare instructions
- Reintroduction after treatment
- Infested belongings subsequently brought into the property
- Infestation originating from an untreated neighbouring property
- Third-party pest-control work that materially interferes with our treatment
- Structural alterations materially affecting the treated environment
6.5 Where a valid warranty claim is accepted, the warranty remedy is further treatment as reasonably required under the warranty rather than an automatic refund.
6.6 The warranty is additional to, and does not replace or restrict, statutory consumer rights.
7. Treatment Outcomes & Reinfestation
7.1 MothKill will provide the agreed service with reasonable care and skill.
7.2 Pest-control outcomes can depend on circumstances outside our reasonable control. These may include inaccessible harbourages, untreated areas, neighbouring infestations, building defects and subsequent reintroduction.
7.3 The presence of pest activity after treatment does not by itself establish that the service was performed incorrectly.
7.4 Customers should contact MothKill promptly if they have concerns following treatment so that the circumstances can be assessed.
8. Cancellation by the Customer
8.1 Please provide as much notice as reasonably possible if you need to cancel or rearrange an appointment.
8.2 Where a cancellation occurs outside any statutory cancellation period, MothKill may retain or charge an amount that reasonably reflects losses directly resulting from the cancellation, including costs already incurred and loss associated with reserved treatment time, where permitted by law.
8.3 We will take reasonable steps to reduce any avoidable loss arising from cancellation.
8.4 Where access is not available at the agreed appointment time or treatment cannot proceed because required preparation has not been completed, reasonable cancellation, attendance or rescheduling costs may apply.
9. Consumer 14-Day Cancellation Rights
Bookings Made at a Distance or Away From Our Business Premises
Where applicable under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer may have a legal right to cancel a distance or off-premises service contract within 14 days without giving a reason.
9.1 The cancellation period generally begins on the day after the service contract is entered into.
9.2 To exercise a statutory cancellation right, the customer must communicate a clear decision to cancel within the applicable cancellation period.
9.3 Where a customer specifically requests that MothKill begins providing the service during the statutory cancellation period, the customer may be required to pay a reasonable and proportionate amount for services supplied before cancellation, where the law permits.
9.4 Where the service has been fully performed during the cancellation period following the customer's express request and acknowledgement, the statutory right to cancel may cease in accordance with applicable law.
9.5 Nothing in this section limits any cancellation rights provided by law.
10. Cancellation or Termination by MothKill
10.1 MothKill may refuse to commence, suspend or terminate work where it is reasonably necessary because of:
- Unsafe working conditions
- Threatening, abusive or intimidating behaviour
- Materially inaccurate information affecting treatment or safety
- Failure to provide agreed access
- Failure to make a payment due before treatment commences
- Other circumstances making safe or lawful treatment impracticable
10.2 Any amount payable following termination will reflect the circumstances, work undertaken and reasonable losses incurred, subject to applicable law.
11. Photographs, Treatment Records & Evidence
11.1 MothKill may create and retain appropriate records relating to a service, including treatment records, temperature records, photographs, videos, communications and attendance information.
11.2 Such records may be used where reasonably necessary to administer the service, investigate complaints, establish what work was undertaken, deal with payment disputes, defend legal claims or pursue legitimate debt-recovery action.
11.3 Personal information will be handled in accordance with applicable data-protection law and our privacy arrangements.
12. Chargebacks & Payment Disputes
12.1 If you believe there is a problem with a service or payment, please contact MothKill promptly so that the matter can be investigated.
12.2 A chargeback or payment reversal does not by itself determine whether an amount is legally due under the contract.
12.3 Where money properly due under the contract remains unpaid following a reversal or chargeback, MothKill reserves the right to seek recovery of the outstanding amount through lawful means.
13. Liability
13.1 MothKill is not responsible for pre-existing damage or loss caused by the pest infestation itself.
13.2 MothKill is not responsible for loss caused by circumstances outside its reasonable control, except where liability cannot lawfully be excluded or limited.
13.3 Nothing in these Terms & Conditions excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
13.4 Nothing in these terms excludes or restricts statutory rights or remedies that cannot legally be excluded or restricted.
14. Complaints & Concerns
14.1 If you believe there is a problem with the service, please contact MothKill as soon as reasonably possible.
14.2 We may need reasonable access to inspect the property, review treatment records or assess reported pest activity before determining the appropriate response.
14.3 Customers should not arrange third-party treatment before giving MothKill a reasonable opportunity to investigate a warranty or treatment concern where doing so could materially affect our ability to assess the original treatment.
15. Changes & Additional Work
15.1 Any material change to the agreed service, property or treatment scope should be agreed with MothKill.
15.2 Additional work requested by the customer may result in an additional charge. Where practicable, this will be agreed before the additional work is carried out.
15.3 Written quotations, booking confirmations and written variations should be retained by both parties as a record of what has been agreed.
16. Governing Law
16.1 These Terms & Conditions are governed by the laws of England and Wales.
16.2 Nothing in this clause removes any mandatory consumer right concerning jurisdiction that applies under law.