PESTS 'R' US Spain STANDARD TERMS AND CONDITIONS OF SERVICE
This page (together with the documents referred to on it) tells you the terms and conditions on which we supply
(to the public, third parties or other pest companies) pest treatments (the Service)
and products (the Products) listed on our website.
All of our Services and Products are chargeable. It is understood that you have read these terms and conditions
and the information on the website carefully before placing an order for any
of our Services
or Products. You should understand that by ordering any of our
Services or Products, you agree to be bound by these terms and conditions.
We reserve the right to refuse to administer the pest treatment should
in our opinion, any necessary information with respect to the reported
pest be found to be withheld.
Apart from the initial contact, we do not support any business or support
negotiations or correspondence via a mobile
phone, text or WhatsApp. If the communication is important, put it in
writing and send via email. We recommend all orders, or
correspondence should be sent via the internet in writing to us by email to
benefit from our confirmation, website terms and customer services information and
availability to our general website information. No
contractor, sub contractor, pest controller or any other person
is authorised to accept orders or enter into any negotiations or
commitments with respect to supplying any of our services. If advice is
required concerning pest control, then we sell "Pest Guides" - see
products page. This website and the services and products on this site are provided "as is" and without warranties of any
kind (unless given specifically), whether express or
implied, and being paid for any of the services we provide does not mean
we inherit or become responsible for future infestations, pets, future
occupants, relatvies, or the
quality/condition of the property. D.I.Y. or repair work to the
property or any normal tasks that any homeowner could/should reasonably
perform is at the sole responsibility of the client.
By placing an order with us (whether through our site, over the telephone,
SMS or by other means), you warrant that you are legally capable of entering into binding contracts, you are at least 18 years old and you
reside in, own, or manage the premises, and that you (or your delegated appointed
representative) will be paying for and negotiating the service and will be the client. Should
the appointed representative be relieved of his duties, then subsequent
negotiations will be treated as a new enquiry.
After you (or your appointed representative) placing an order (giving us all relevant
information with respect to the reported pest e.g. Location in dwelling,
its numbers, when first noticed etc), you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a
Service or Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail, fax or letter that confirms that we have accepted the order (the Confirmation).
The contract between us (the Contract) will only be formed when we send you the Confirmation.
We reserve the right to refuse to supply our Products or Services.
The Contract will relate only to those pest services that we have confirmed in the Confirmation. We will not be obliged to supply any other Services which may have been part of your
request until it has been confirmed in a separate Confirmation.
If you do not agree with anything in the "Confirmation" then
you should contact us immediately. If you have chosen to only
communicate via WhatsApp, SMS or TEXT then you will not receive the benefits of
our standard "Confirmation", and bookings are undertaken entirely at the
For the purpose of these conditions, the relevant Pests shall be whichever pests
in the locations that are referred to in the Confirmation. The General Terms together with the terms set out in the relevant schedule hereto shall apply to the
Contract, and it is assumed that you have read and understood the Terms and Conditions of the contract before placing an
order. The contract between us (the Contract) ends on completion of the
work described in the confirmation, no further correspondence will be
entered into. Any subsequent requests for more products or
services will be deemed a new contract.
You hereby permit us to apply approved pesticides and or deploy equipment as we deem necessary, to deliver an effective
treatment. Failure to do so (concerns with pets etc) may compromise the effectiveness of the
treatment and this is entirely at the clients risk..
You agree to ensure 1) Free access to all parts of the premises for the purpose of
inspection treatment or surveillance 2) Access to an electricity and
water supply if required 3) Agree to ensure that any/all preparation
work has been carried out prior to the visit. 4) Agree to ensure that all safety and
recommended treatment instructions are followed during and post treatment. 5) All areas to be inspected and/or treated are of sound construction, easily accessable and do not pose a safety risk.
6) To conduct yourself in a courteous manner. Any abusive or threatening
behavior will result in the pest controller terminating the treatment
and leaving the premises.
You agree to supply us with all relevant information
regarding the dwelling i.e name of client, name of payee, preferred
method of payment (Cash or IBAN), property address, direction etc (including Spanish contact number),
preferred date and time of appointment, prior to the visit. Also all relevant requested information (possibly including
picture), with respect to the infestation, suspected
infestation or re-infestation at the property. Once we have all the
information we will then send the Confirmation. You also agree to immediately
inform us (in the case of a pest no-show as a
adverse weather conditions) on the day of treatment. Failure to do so may incur further cost.
You hereby covenant not to request or permit us to access any part of the site or premises which you know or suspect to be hazardous, or in which a potentially hazardous process is carried out, without first briefing us or our
inspector on the nature of the hazard and the precautions to be observed.
You or your nominated representative must be available at the site during the agreed date and time slot, unless prior arrangements have been made in advance for us to carry out the Service in your absence, via a keyholder (representative). Under these circumstances you will obviously not receive the benefit of any pest control inspection advice from the pest controller. Should advice be
required, then a post visit "Report" should be requested. If the you/your representative needs to leave the premises and requests that the Pest Controller "locks up", it is the sole responsibilty of the owner/representative.
Agreed slots are approximate and allowances should be made for previous
job over runs or traffic problems (plus or minus 15 minutes). If no one is present when we call at the
premises we will leave, there is no entitlement to a refund and you will still be liable for our contracted fee.
If due to weather, clients change of circumstances or
instructions, late payment by IBAN, we will re-schedule the work if
booked within 14 days. Note further charges may be applied Cancellations will incur a cancellation fee to compensate our pest
controller for his or her time. This is normally 50 euros. Re-scheduled visits will
have to be paid in advance (plus any unpaid cancellation charge) by IBAN.
For cancellations on Pre-Paid jobs, the same
cancellation timescale as above applies. If the job is re-scheduled
within 14 days then the same price will be applicable. After 14 days the
job will be deemed a new job and will be chargeable. We
reserve the right to cancel jobs for whatever reason.
We do not give refunds for any reason including change of mind.
Should however a refund be unavoidable, then it will be by IBAN or Card in full, but maybe minus costs.
Our call out charge is for calling out to a single
occupied and finished domestic property for a single infestation. All call out requests need to be confirmed by email.
On occasions where next day call out is not possible (for any reason)
then a suitable date and time will always be agreed with the client.
Should a pre booked call out be requested, and due to weather (e.g. rain etc)
and there is a pest no show, then phone and a new appointment will be scheduled
within 14 days.
The call out charge is to treat a single domestic property (excluding
drains and septic tanks) in single family occupancy
for a single confirmed species. If different species are found, an
additional fee for each additional species will be required.
We do not phone non Spanish telephone/mobile numbers. If it is unavoidable
we reserve the right to charge a min of 10.00 euro supplement. We also
reserve the right to charge an additional fee for third party phone calls, texts, emails etc.
We reserve the right to vary our charges from time to time.
Keyholding: We reserve the right to charge an additional fee of 25 euros for administration of
keys (25 euros on collection and 25 euros return on day of treatment).
Collection/Return of keys other than day of treatment will be charged as a
new call out. It is important that appointed third party key holders are aware of
responsibilities with respect to communicating any advice or
recommendations to the owner of the property, as visit reports requested
after a call out are chargeable.
Quotations whether verbal or in writing are based on
the information supplied by the client at the time. Where this
information is found to be inaccurate or incomplete then a revised quote
will be supplied. Pests breed over time so ignoring them is always going
to make the problem worse. Quotations are valid for 3 days and new
quotes may well be more if
the pest has been left untreated.
Offers whether verbal or in writing are based on
the information supplied by the client at the time and the offer made. Offers are valid for a period of 7 days.
Killing pests is not an instant or quick fix, and all
of our methods/chemicals are tested, effective and do the job. All treatment materials and products are included
free in the first call out charge (excluding cockroach exterminator and
pool wasp repellent). Treatments are supplied on the basis
that they are appropriate to treat the pest problem that is reported and that it is possible to access the pest to be treated. If
for any reason you are not happy with or disagree with any treatment
then it is your prerogative to say so at the time. We treat the pests that we see
or find on the day and cannot be held responsible for pest no shows due
to weather conditions, time of day, third party activity (e.g. cleaners,
Under all circumstances, we will use our best professional expertise to
administer an appropriate treatment. In the case of Cockroaches and
Mice/Rats we will use our best efforts to investigate the source of the
infestation by identifying holes etc where the pest may enter the
dwelling. But we do not remove or dismantle furniture, kitchen units or
false ceilings. Under these circumstances it is the responsibility of
the owner to employ the services of a handyman. Whole house or full property surveys are available
upon request. Please contact us for prices.
Treatments result in dead insects, however we do not
generally remove dead insects (e.g. bed bugs, ants, cockroaches,
mosquitoes, flies, beetles, wasps etc) as it is impractical to do so.
However if the insect is hazardous (e.g. Pine Caterpillars) we do remove
Due to the nature of some infestations (e.g.
Woodworm, Termites, Cockroaches, Ants, Wasps, Rats), repeat visits
may be necessary. The repeat visit may be to re-administer poison or top
up the bait left in traps or bait boxes. Any repeat
visits that may be required, must be pre-paid and are charged at an appropriate rate (or
sometimes are complementary), but in any event all
products are chargeable. The rate will depend on the complexity of the job, but normally the client will be
advised of this and advised of any alternative DIY remedies that may be
appropriate. Repeat visits should be booked in to attend within 14 days of first
visit and are all pre-paid. Outside this period (due to the nature of insects breeding,
regrouping etc) the
call out will be deemed a new call out and will be chargeable at the
During a repeat visit, if in the opinion of the Pest
Controller the reported pest problem is deemed to be greater than reported or beyond
our scope of work then alternatives will be suggested. These may be
We always endeavor to perform the work as requested in a fast and
efficient manner and to the clients satisfaction. Re-infestations are unfortunately outside our
control, as re-infestations are governed by the habits and preferences of
the bugs, the time of year and/or the lifestyle of the client. See our
information page on re-infestations. On our first visit, we treat the immediate problem
fast, and also provide the advice you need to avoid future infestations.
We are not responsible for re-infestations where the structure is
inviting re-infestation due to being unfinished, falling apart,
un-maintained, un-repaired or at the end of its useful life.
Normally, payments for bookings are made by IBAN Bank
transfer or debit carder.
However cash on arrival is accepted if IBAN is not practical due to timescale.
All IBAN paid call outs are on the basis of cleared funds 24 hours
before the scheduled call out. All appointments made for orders over the standard call out fee
must be paid in advance by IBAN. Appointments made for repeat call outs
or whole house surveys need to be paid by IBAN Bank transfer. For clients
security and peace of mind, we do not take clients bank
details or credit/debit card details. For cash jobs we supply a cash
receipt. For account customers we perform the work and raise an invoice
for payment (terms 30 days). Payment by the client at the end of a job
confirms that the job requested has been performed to the clients
Visit Report & Recommendations:
Recommendations, advice or suggestions that are made
whether in the visit report, or verbally on site, and not implemented, are at the clients discretion,
but non compliance or non timely implementation may result in a chargeable
repeat visit or call out or withdrawal of service. It is the sole responsibility of the client to
be present to receive the benefit of the recommendations given.
Recommendations after the
event constitutes a report and is chargeable. Requests from Pests r Us for more information
from the client that are ignored or left unanswered may result in us
withdrawing our services.
We always prefer requests for Call Outs are in
writing by email. We always confirm bookings for Call Outs in writing
via email. Any communications (other than by email) are entirely at the
Our pest suggestions are given in good faith, with no
guarantee suggested or implied. So in the
process of trying to assist the client, should requests by us, for more
information be ignored, or questions relating to the problem remain
unanswered then we reserve the right to withdraw our assistance without
Inspections do not include the dismantling of any
units, furniture or appliances. Inspections for termite damage to door
frames, fitted cupboards etc does not include removal of architrave. All
inspections are visual checks only and recommendations are based on what
can be seen at the time.
Pest r Us Spain has spent many years researching pesticide products in Spain. As such our specialist knowledge is what we have acquired over these years and is what we earn a living from by providing it to our customers. There are however many instances where information is not made public due to it benefiting our competition. Such information falls into the category of "Intellectual Property" and is confidential to Pests r Us.
Trademarks and other items that fall into the category of Intellectual Property are the name "Pests R Us Spain". All such items falling into this category will be clearly marked with a ™ or © symbol. Any breaches of intellectual property will be pursued in the courts.
Most if not all of the chemicals used are for the
purpose of killing animals. It is therefore strongly recommended that
pets or children are prevented at all times from any contact with these
chemicals. Normal safety precautions with respect to handling
insecticides/pesticides (inhalation, contact with eyes, washing of
hands etc) should be adhered to at all times. THIS IS THE SOLE RESPONSIBILITY OF THE CLIENT.
(i.e the person paying for the service)
Terms Specific to Cockroach, Beetle, Kitchen Bugs,
Our Service is to attend your premises, inspect the
reported area(s) and treat the active
habitat (i.e. infected area) with the intention of Killing the pests.
The Cost of the Service is for treating a single domestic property (i.e.
rooms that have a made up floor, a normal entrance/exit doorway and where the construction is
finished and safe). If any additional treatments are required, additional payments will be due.
FOR YOUR OWN SAFETY, you must not move or touch any gel, bait, or monitor traps.
YOU ALSO HERBY AGREE, not to move any poisons or tamper with bait, equipment,
specifically advised to do so by us. You acknowledge that if you fail to comply with any of these requirements, we shall be entitled to stop the treatment, as it will be compromised, and you will still be charged.
We shall perform a full internal and external inspection to
identify the cause of the problem. We will suggest any DIY measures that
are needed to remedy the problem, but if this is not achievable
(due to access issues, multiple
entry/exit points etc), we shall seek to control them instead. For example, if the core infestation is emanating from another property (including another flat within the same building), we will seek to control the
problem in the clients property, as we will be unable to eliminate them, or alternatively in
the case of cockroaches we may suggest the use of our cockroach mass
extermination box to control the pests external to the premises. After
the inspection, we will advise the client on the measure needed to
prevent future infestations. We will then lay poison/bait, apply
insecticide dust, apply any other insecticide as we feel necessary (e.g.
to insecticide drains or septic tanks)..
Terms Specific to Rodent Treatments
Our Service is to attend your premises, inspect the
area that has been reported as being infected and treat the active habitat with the intention of controlling the pest. We
will always endeavor to catch the rodents (catching rodents in open
spaces is not viable), however should we not find
any active rodents in the house when we inspect, then mechanical traps/pads
will be baited and laid as a precaution.
The Cost of the Service is for treating a single domestic property (rooms
that have a made up floor, a normal entrance/exit doorway and where the
construction is finished),
including the immediate gardens and grounds, occupied by one family.
This cost or payment of this cost is not governed or dependent on how
many rodents the clients believes to be present, and the job will be
detailed on our confirmation. An additional fee will be charged if the premises is occupied by more than one family, additional treatments are needed, or if any treatments are required in outbuildings, stables or land where domestic pets or livestock are present. However in some situations, due to the safety of the livestock, treatments within these additional areas may not be appropriate and we reserve the right to refuse to treat them.
We use attractant with sticky pads and traps to catch
We use rat tubes to attract and poison the rats.
The above clause shall apply to the extent that we, at our absolute discretion, determine
the necessary and subsequent visits. In some situations, a single treatment is sufficient and in other cases two or three are needed. But
in any event we always recommend that traps and tubes are re-baited
until the infestation has been removed and this may involve a second
Before the first visit and until the final visit, you hereby agree:
a. Not to move any poisons or tamper with equipment / bait stations unless
specifically advised to do so by us in writing.
b. Not to interfere with our treatment in any way, or try to treat the rodents yourself or allow anyone else to do so,
unless specifically advised to do so in writing.
c. to comply with all the instructions and advise we provide (whether in writing or not) including those in relation to tidying the premises and maintaining it in a clean and tidy condition
d. to remove any bird feeders and rectify any defects in the structure of any compost
You acknowledge that if you fail to comply with any of these requirements, we shall be entitled to stop the treatment, as it will be compromised, and you will still be charged.
In compliance with animal welfare requirements, on occasions where humane traps are used in any rodent treatment, you hereby agree to inspect each trap at least twice daily and in the event that a rodent has been caught and has not been killed outright, you must contact us immediately on
620 874 657.
Where there is evidence of infestations emanating from private or public sewers or from breaches in soil drains we may require you
to obtain a specialist inspection of works. We cannot inspect or treat utility company sewers.
We will inspect the infected areas and we will treat it if, in our reasonable opinion, it is necessary, practical and safe to do so by installing appropriate traps.
The call out service does not include any subsequent removal of dead rodent carcasses,
re-baiting of tubes or traps, or disposal of any glue boards.
Call outs for these services are chargeable.
We will not create openings or interfere with the structure of your property when treating it.
It is your responsibility to ensure we have suitable access to the areas where treatment is required.
We may suggest ways to help reduce the risk of the pests coming back, for which there shall be no additional fee. However, this is not included within the
price of the call out, we shall not be under any
obligation to provide such suggestions and we shall not accept any responsibility for any such
suggestion we give.
The service is to treat a single domestic property in single family occupancy and where mice and rats are encountered the appropriate fee for each species will be required.