Novapest: Terms & Conditions
1. Scope of Services
Novapest agrees to provide pest control services as outlined in the specific service agreement or quotation provided to the client. This includes the inspection, treatment, monitoring and where applicable, prevention of pest activity using equipment, products and methods deemed appropriate by our certified technicians to manage the identified target pests. While Novapest will use reasonable skill and care in providing its services, no treatment can guarantee the complete or permanent eradication of pests. The success of any treatment may depend on factors beyond our control, including the level of infestation, environmental conditions, structural defects, neighbouring properties and the client’s compliance with any recommendations or follow-up instructions provided.
2. Client Obligations
Access: The client agrees to provide clear and safe access to all areas of the property requiring treatment.
Preparation: The client agrees to follow all pre-treatment instructions provided by Novapest. Specific preparation requirements will be detailed by the technician in the service quotation or provided via a pre-treatment checklist. Novapest shall not be held liable for any reduction in treatment effectiveness, incomplete treatments or unsuccessful outcomes resulting from the client’s failure to adhere to these instructions.
Safety: The client must inform Novapest, prior to the commencement of the service of any known allergies, health conditions, pets or children that require special consideration.
3. Payment Terms, Call-Outs & Cancellation
Call-Out Fee: A non-refundable call-out fee, as specified in the official quotation, is payable in advance for all site visits.
Call-Out Fee Credit: If the client proceeds with the recommended treatment during the same visit, the call-out fee will be credited towards the total cost of the service (Emergency call-outs excluded).
Method of Payment: We accept bank transfers and card payments.
Standard Cancellations: Should a scheduled service be cancelled by the client with at least 48 hours prior to the appointment, a full refund of any prepaid amount will be issued. Cancellations made within 48 hours incur a cancellation charge. A charge of 50% of the agreed service fee applies where cancellation is made within 48 hours and 100% where cancellation is made within 24 hours.
Additional Work: Should additional work be required beyond the original scope during the site visit, payment for such additional services must be settled immediately via our approved payment methods before the work is undertaken.
4. Adverse Weather Policy
Right To Postpone or Reschedule: Novapest reserves the right to postpone or reschedule services in the event of adverse weather conditions that, in our professional judgement, pose a risk to the health and safety of our technicians or would compromise the effectiveness of the treatment.
Rearrangement or Refund: In the event that Novapest must postpone a service due to weather, the service will be rearranged for the next available mutually agreed date at no additional cost. If a suitable new date cannot be agreed upon, the client is entitled to a full refund of the upfront payment for that specific service.
5. Equipment and Bait Stations
Ownership: All equipment, including but not limited to bait stations, rat boxes, traps and monitoring devices, provided or installed at the clients property remains the sole property of Novapest unless otherwise stated or purchased by the client as a consumable.
Client Responsibility: The client agrees not to move, tamper with or remove any equipment owned by Novapest. Upon the conclusion of the service, the client shall permit any access for the removal of all company-owned equipment.
Damage/Loss: Any equipment owned by Novapest that is lost, damaged or stolen while in the client’s care will be charged to the client at its replacement cost.
6. Discounts & Price Guarantee
Ilfracombe Commercial Discount: A 10% discount is applied to all commercial contracts for businesses based in the Ilfracombe area. This discount cannot be combined with other offers.
Price Match/Beat Guarantee: If you receive a lower quote for an identical service from a local, professional and certified pest control competitor, we will match or beat the price.
Requirements: You must provide a formal, written quotation from the competitor for our verification. The quotation must be dated within the last 7 days, include identical treatment specifications, be from a company operating within the North Devon area and be capable of independent verification by Novapest. This guarantee does not apply to clearance sales, introductory offers, online-only promotions, membership discounts, bundled services, insurance claims or quotations that cannot be independently verified.
7. Limited Warranty & Guarantee
Wasp Nest Treatment: Our guarantee on wasp nest treatment becomes effective after a period of 48 hours following the initial treatment. If activity persists beyond this 48-hour window, we will provide one re-treatment at no additional cost.
Exclusions: This warranty does not cover continued or renewed infestations resulting from new structural defects, re-infestation, conditions beyond our reasonable control or where the client has failed to follow any advice or recommendations provided by Novapest.
Damage: Novapest shall not be liable for any property damage caused by pests prior to or during the term of service.
8. Limitation Of Liability
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any other liability that cannot be excluded or limited by law. Subject to the above and to the maximum extent permitted by law, Novapest shall not be liable for any indirect, incidental or consequential loss or damage arising out of or in connection with the provision of our services. Our total liability for any claim arising out of or in connection with our services shall not exceed the amount paid by the client for the relevant service, except where a greater liability is required by law. Novapest maintains appropriate Public Liability Insurance and evidence of this cover is available to all clients upon request.
9. Chemical Use, Certification & Ethics
All pesticides used by Novapest are approved for use in the UK and are applied in accordance with the manufacturer’s instructions and all applicable legislation. We will provide copies of Material Safety Data Sheets (MSDS) upon request. Novapest is a member of the National Pest Technicians Association (NPTA) and adheres to the Campaign For Responsible Rodenticide Use (CRRU) UK Code of Best Practice. Our technicians are fully certified and insured; proof of our NPTA membership, relevant professional qualifications and insurance documentation is available to all clients upon request.
10. Data Privacy
Novapest is committed to protecting your personal data. All information provided by the client is processed in accordance with out full Privacy Policy, which is available on our website at www.novapest.co.uk or upon request.
11. Termination
Residential/Commercial Service Agreements: All service agreements have a minimum required term of 12 months. Either party may terminate an ongoing service agreement by providing a minimum of three (3) months written notice, unless otherwise agreed in writing.
General/One-off Services: Novapest reserves the right to terminate service immediately if the client violates these terms, demonstrates abusive behaviour towards staff or if the property becomes unsafe for technicians.
12. Force Majeure
Novapest shall not be held liable for any failure or delay in performing its obligations under these terms where such failure or delay results from events beyond our reasonable control, including but not limited to severe weather, natural disasters, pandemics, industrial action, widespread infrastructure failure, interruptions to utility services, supply chain disruptions or government imposed restrictions.
13. Governing Law
These terms shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.