Terms and conditions

These terms cover pest control work carried out by PestGone Environmental. They apply when you book a treatment or survey with us, whether you book by telephone, by email, through the web chat or WhatsApp, or through this website. The last section covers your use of the website itself. They were last updated on 29 September 2026.

Who you are contracting with

PestGone is a trading name of JG Environmental Ltd, registered in England 7568726. When you book with PestGone, your contract is with JG Environmental Ltd.

If you would like the full company details before you book, ask us and we will give them to you in writing.

Quotations and pricing

A price given over the telephone or by email is based on what you have described to us. If the job turns out to be materially different when we arrive, for example a larger property, a different pest, or more nests than described, we will tell you the revised price before we start any work.

We will not carry out chargeable work you have not agreed to. If you do not accept a revised price, you are free to decline.

Prices we give households include VAT. Prices for businesses may be quoted plus VAT, and the quote says which.

Some visits carry a minimum call-out charge, for example where we attend and the problem turns out not to be a pest. If a call-out charge could apply to your visit, we tell you the amount before we book it.

Paying for your booking

We agree with you how and when you will pay before the visit is booked. If you are asked to pay in advance or to pay a deposit, the sections below explain what happens to that money if the booking is moved or cancelled.

Your right to cancel

If you are a consumer and you booked by telephone, by email, through this website or at your home, you have 14 days from the date we confirm your booking to change your mind and cancel, without giving a reason.

If you cancel before we have started, you pay nothing and we refund any payment in full.

If you want us to start work within those 14 days, you need to ask us to. When you do, we will confirm in writing that you asked us to start early, and that once the work is finished you will no longer be able to cancel under this right. Pest problems are often urgent, so this is common, and we would rather set it out plainly than have it come as a surprise.

If you cancel after we have started but before the work is finished, you can still cancel. You pay a proportionate amount for the work already carried out, and we refund the rest.

To cancel, telephone us or use the contact form. Once the work is finished this right no longer applies, but your statutory rights about the quality of the work are not affected.

Moving or cancelling an appointment

If you need to move or cancel a visit, please tell us by telephone or through the contact form with more than 24 hours' notice.

If you cancel with less notice, we may charge for the costs we have actually incurred, such as a technician's time and travel where the visit could not be given to another customer. Any charge will reflect our actual loss, we will tell you the amount before we charge it, and we will not charge at all if you rebook the visit within 7 days.

Where you have paid in advance or paid a deposit and the booking is cancelled, we refund the payment less any costs we have actually incurred, and in full where we did not attend on the agreed day through our own fault. If you cancel within your 14-day right to cancel, that section applies instead.

Access to the property

You need to give us access at the agreed date and time, and to prepare the property as we described when the booking was made, including any preparation list we give you. Preparation matters more than people expect: some treatments, bed bug treatments in particular, will not work if a room has not been cleared as instructed.

If you provide keys, they must open and close all locks without special effort or skill. Please tell us in advance about alarms, and how to disable and reset them. We cannot be responsible for triggering an alarm we were not told about.

If we cannot get access at the agreed time and you did not let us know beforehand, the visit is wasted and we may charge for it. We will not charge more than the visit actually cost us, and we will tell you the amount before we charge it.

Treatment, safety and your responsibilities

Our technicians work to the label conditions of the products they use, and those conditions are a legal requirement rather than a preference. You must follow any instruction we give you about staying out of a treated area, keeping children and pets away, or ventilating a room.

Tell us before treatment about anyone in the property who is pregnant, has a respiratory condition or a relevant allergy, and about any fish tanks, beehives or other sensitive animals, so we can choose an appropriate treatment or decline to use one.

We may refuse to carry out a treatment if we judge it unsafe to proceed. If that happens we will explain why and you will not be charged for a treatment we did not carry out.

If something goes wrong

We carry out every treatment with reasonable care and skill. If we have not, tell us and we will put it right at no extra cost, or where that is not possible, reduce the price. Where a treatment includes follow-up visits or a guarantee period, we will tell you what is included when we confirm your booking.

If you are unhappy with any work we have done, please tell us in writing through the contact form, so we have a clear record of it, and we will respond within 7 working days.

Where we have caused damage, we will put it right. We ask that you give us the opportunity to inspect the damage and arrange the repair before any remedial work is ordered elsewhere, because a repair we have not seen or agreed to is one we cannot verify.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer are not affected by anything written here.

Wildlife and the law

Some of the species we are asked about are protected. Bats and their roosts are protected by law and we do not treat them. Most wild birds, their nests in use and their eggs are protected, which limits when and how bird work can be carried out.

Where the law does not allow the work you have asked for, we will say so and explain what can lawfully be done instead. We would rather lose the job than carry out work that is not lawful.

Telephone calls

Telephone calls to us may be recorded, and a call may be answered by an automated assistant. We use recordings to confirm what was agreed when you booked and to help resolve any problem or complaint. Our privacy policy explains more.

Using this website

• The content of this website is for general information only and may change without notice. Pest advice on this site is general; for your property, ask us.

• We work to keep the information accurate, but we do not guarantee that it is complete or up to date, and you use it at your own risk, to the extent the law allows.

• The design, text and graphics of this website are owned by or licensed to us, and may not be copied without our permission.

• Links to other websites are provided for your information. We are not responsible for their content.

• This website uses cookies only as our cookie policy describes.