These terms apply to every pest control service we quote for or carry out. Please read them before you book. If anything is unclear, ask us — we would rather explain it now than argue about it later.
1. Who we are
We are Expert Hygiene and Industrial Services Pty Ltd, ABN 18 681 118 338, ACN 681 118 338 ("we", "us", "our").
Address: Australia.
Telephone: 0468 070 392.
Email: accounts@experthygieneservices.com.
2. These terms
These terms, together with our written quote, form the contract between us. If a quote and these terms disagree, the quote applies for that job.
Nothing in these terms takes away any right you have under the Australian Consumer Law. If any part of these terms would do that, that part does not apply.
3. Quotes
Any figure we give you over the telephone before we have seen the property is an estimate, not a fixed price, and we will tell you so at the time.
We do not start work without a written quote and your written acceptance. The quote will list each item and the total including GST. We will send it by email or text message. Work begins only after you reply accepting it.
Quotes are valid for 30 days.
4. If the price needs to change
If the technician finds something at the property that means the job will cost more than the quote, he will stop, tell you, and send you a revised written quote. He will not do the extra work until you accept the new figure in writing.
You are never obliged to accept a variation. If you do not, we will do the work we quoted for, or leave, and you pay only for what was actually done.
5. Bookings, access and cancellation
You need to give us safe access to the areas to be treated at the agreed time. Please tell us in advance about locked gates, dogs, alarms and anything else we need to know.
If you need to change or cancel, please tell us at least 24 hours before the appointment. If you cancel with less notice, or nobody is there to let us in, we may charge a call-out fee of $120. We will tell you before we charge it.
If we have to cancel, we will tell you as soon as we can and rebook at a time that suits you.
6. After-hours work
Our after-hours rate is $200. It applies to work started after 6.00pm, on weekends and on public holidays.
It will be shown as a separate line on your written quote before you accept it. If it is not on the quote, we do not charge it.
7. Possums and other protected animals
Possums are protected native animals in New South Wales. We trap and release them under a licence issued by the National Parks and Wildlife Service under the Biodiversity Conservation Act 2016 (NSW).
The licence conditions mean that a trapped possum must be released on the same property, within 150 metres of where it was caught, after sunset. We cannot take a possum away and release it somewhere else, and it is an offence for anyone to do so.
Because of this, possum work usually needs more than one visit: we set the cage, we check it each morning, and we proof the entry point so the animal does not come back. We will tell you before we leave when we are coming back.
We cannot promise that an animal will enter a cage on any particular night.
8. Chemicals, safety and re-entry
We use products registered by the Australian Pesticides and Veterinary Medicines Authority and we apply them according to the label.
Please tell us before the job if anyone at the property has asthma or allergies, is pregnant, or if there are babies, elderly people, pets, fish or birds. We will change what we use or how we apply it. If you ask us not to spray a particular area, we will not spray it.
We will tell you the re-entry time before we leave and give you written aftercare instructions. Please follow them — the treatment may not work if you do not.
9. Payment
We invoice after the job is finished. Payment is due within seven days. Our technicians do not collect payment at your door, and they will never make leaving your property conditional on being paid.
Payment is by electronic funds transfer to the account shown on the invoice. We issue a receipt once payment is received.
If an invoice is not paid by the due date we may charge interest at the rate prescribed for judgment debts under the Civil Procedure Act 2005 (NSW), together with our reasonable recovery costs. We will write to you first.
10. Our 12-month re-treatment cover
Where our quote says a treatment carries 12-month re-treatment cover, we will return and re-treat at no charge if the same pest returns to the same treated area within 12 months of the treatment. Contact us at accounts@experthygieneservices.com or on 0468 070 392 and we will attend within 5 business days. You pay nothing to make a claim.
The cover does not apply where the pest has returned because of a new entry point, building work, a neighbouring property, or because the aftercare instructions were not followed.
The following words are required by law and are set out here in full:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
This cover is in addition to those rights, not instead of them.
11. Our liability
We are responsible for loss or damage we cause by failing to take reasonable care.
Apart from the rights you have under the Australian Consumer Law, which we cannot and do not exclude, our liability for any one job is limited to re-supplying the service or paying the cost of having it re-supplied, and we are not liable for indirect or consequential loss.
We are not responsible for pre-existing damage, for damage to items you have not told us about and that we could not reasonably have seen, or for pests entering from a neighbouring property.
12. If something goes wrong
Tell us. Email accounts@experthygieneservices.com or call 0468 070 392. We will acknowledge your complaint within two business days and give you an answer within seven days.
If you are not satisfied you can contact NSW Fair Trading on 13 32 20 or at fairtrading.nsw.gov.au, or apply to the NSW Civil and Administrative Tribunal. Nothing in these terms stops you doing either.
13. Privacy
We collect your name, contact details, address and details about the job so that we can quote, attend and invoice. We do not sell your information. Our privacy policy explains what we collect, who we share it with, and how to ask for a copy or a correction.
14. Governing law
These terms are governed by the law of New South Wales, and the courts and tribunals of New South Wales have jurisdiction.