Terms and Conditions
Last updated: 22.06.2026
These terms apply to services arranged through Phoenix Pest Control. Please read them before booking. By asking us to arrange work, you agree to them.
1. Who we are
- Company: Key Team Ltd (company number 17012907), registered in England and Wales
- Trading as: Phoenix Pest Control
- Registered office: 20 Cornwall Close, Rackheath, Norwich, England, NR13 6SU
- Email: info@phoenixpestcontrol.co.uk
- Telephone: 01603 336219
2. How the service works
[REVIEW THIS SECTION — it must describe the actual arrangement. Two alternatives are set out below; delete whichever does not apply.]
[Option A — introduction service] We arrange pest control work by matching you with a qualified, insured technician operating in your area. The treatment itself is carried out by that technician, who contracts with you directly and is responsible for the work performed. We are responsible for arranging the visit, confirming the price with you, and handling your enquiry.
[Option B — direct service] We contract with you directly for the work described in your quotation. Treatments are carried out by our own technicians or by subcontractors engaged by us, and we remain responsible to you for the work in either case.
3. Quotations and prices
Prices shown on this website are indicative starting prices and are not an offer. A firm price is given once we know the pest, the property and the extent of the problem, and it is confirmed to you before any work begins.
Where a property turns out to be materially different from what was described — a larger infestation, additional nests, restricted access, or work needed in rooms not originally mentioned — the price may need to change. In that case the work will stop and a revised price will be agreed with you before continuing. You are free to decline.
There is no call-out fee. Prices include VAT where applicable.
4. Deposit and payment
A deposit of [AMOUNT or %] is taken when the booking is made. This reserves the appointment slot and covers the cost of arranging the visit. The balance is payable to the technician on completion of the work.
The deposit is applied against the final price. It is not an additional charge.
If you cancel. Where you cancel within the 14-day period described in section 5 and work has not begun, the deposit is refunded in full. Outside that period, or where you have asked us to begin work within it, we may retain from the deposit an amount reflecting the costs we have already incurred — the reserved slot, the technician’s time, and any materials ordered. Anything above that is refunded.
If nobody is present. Where the technician attends at the agreed time and cannot gain access, the deposit is retained to cover the wasted visit. Rearranging after a missed appointment requires a further deposit.
If we cannot carry out the work. Where a survey shows the treatment is not appropriate, the species is protected, or we are otherwise unable to proceed, the deposit is refunded in full.
Please give at least 24 hours’ notice if you need to rearrange. Where reasonable notice is given, the deposit is normally carried over to the new appointment.
For commercial contracts, invoices are payable within [PAYMENT TERMS, e.g. 14] days of the invoice date. Late payment may attract interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.
Prices include VAT where applicable.
5. Your right to cancel
If you are a consumer and the contract was arranged by telephone, online or at your home, you have the right to cancel within 14 days of entering into it, without giving a reason.
If you ask for work to begin within that 14-day period, and it is then completed, you lose the right to cancel. If you cancel part-way through, you must pay for what has already been done.
To cancel, contact us by telephone or email. Refunds are made within 14 days using the same payment method.
6. Appointments and access
You must provide safe access to the property at the agreed time and make sure the technician can reach the areas that need treating.
If nobody is present, or access cannot be gained, the deposit is retained as set out in section 4. Please give at least 24 hours’ notice if you need to rearrange.
7. Preparing for treatment
Some treatments require preparation before we arrive — clearing floors, washing bedding, moving furniture, removing pets or livestock. Written instructions are provided when you book.
Treatments carried out where preparation has not been completed may be less effective, and the guarantee in section 9 may not apply. If anything on the list is not practical, tell us before the visit and we will work around it.
8. Safety
Products are applied by qualified technicians and used strictly in accordance with their approved labels and HSE requirements. You must follow any instructions given about staying out of treated areas.
Tell us before the visit about pregnancies, allergies, asthma or other respiratory conditions, babies, pets, fish tanks, beehives or livestock. We cannot take account of what we do not know.
This is not an emergency service. If someone is having a severe allergic reaction, call 999.
9. Guarantee
Treatments are guaranteed for 30 days from the date of the visit. If pest activity of the same kind returns within that period, the treatment will be repeated at no additional charge.
The guarantee does not cover:
- A new and separate infestation, including a different colony or an animal moving into vacated ground
- Cases where recommended preventative work or proofing was declined
- Cases where preparation instructions were not followed
- Re-infestation caused by conditions outside the property, including neighbouring premises
- Work where access to all affected areas was not provided
Longer guarantee periods may apply under a commercial contract, in which case the terms of that contract take precedence.
10. What we cannot treat
Certain species are protected by law and will not be treated. This includes bats, which are protected under the Wildlife and Countryside Act 1981. Honey bee colonies are not treated as a matter of policy and will be referred to a local beekeeper wherever possible.
Where a survey shows that the correct course of action is proofing, building repair or drainage work rather than treatment, we will say so.
11. Results
Pest control depends on factors outside anyone’s control, including the condition of the building, neighbouring properties, and the behaviour of the pest. Reasonable skill and care will be exercised at all times, but no guarantee of permanent eradication is given beyond the terms set out in section 9.
Multiple visits are normal for some treatments, particularly bed bugs and rodents, and this will be explained to you before work begins.
12. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer under the Consumer Rights Act 2015 are not affected.
Subject to that, liability for any single claim is limited to the amount paid for the work in question. We are not liable for indirect or consequential loss, including loss of profit, loss of business, or damage to items that were not disclosed or were left in a treatment area contrary to instructions.
Public liability insurance is in place to the value of £[INSURANCE VALUE]. Details are available on request.
13. Complaints
If something goes wrong, contact us at info@phoenixpestcontrol.co.uk or on 01603 336219. We will acknowledge your complaint within 5 working days and aim to resolve it within 28 days.
14. Your data
Personal information is handled in accordance with our Privacy Policy.
15. General
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any provision is found to be unenforceable, the remaining provisions continue to apply.
We may update these terms from time to time. The version in force is the one published on this website at the date of your booking.