Total Pest Control – Terms of Service (For Residential Customers)
Welcome to Total Pest Control!
When you book a service with us, you’re agreeing to the following terms. They’re here to keep everything clear, fair, and safe for both of us.
1. Scope of Services
We provide pest control services to homes in Wellington and surrounding areas. This includes inspections, treatments, follow-ups, and any equipment we install on site.
2. Customer Obligations
To make sure treatments are effective and safe, we ask you to:
- Give us accurate details about your property and the pest problem.
- Make sure we can safely get into all areas we need to treat. Please let us know about any hazards (pets, loose wiring, tricky access, etc.) before we arrive.
- Look after any equipment we install. Please don’t move, tamper with, or remove it. If it’s damaged or lost, you’ll need to cover the cost of repair or replacement.
- Follow any preparation or after-care instructions we give you. Hygiene and housekeeping play a big part in keeping pests away. If these steps aren’t followed, treatments may not work and guarantees may not apply.
- Understand that we can’t always detect pests that are hidden in places we can’t access, such as inside walls, under heavy furniture, or sealed cavities.
3. Warranties and Limitations of Liability
We stand by our work, but pest control has limits:
- Ants – outdoor trails covered for 3 months. Indoor ants not guaranteed due to access and safety rules.
- Cockroaches – 3-month warranty on treatments, provided you follow our prevention advice.
- Bed Bugs – no guarantees (they’re highly persistent).
- Rats & Mice – no guarantee of complete eradication due to their mobility.
- Borer – Our borer treatment product is designed to last for 10 years on the surfaces we are able to apply it to. However, please note that we cannot apply treatment to all sides of the timber – for example, where timber is covered by flooring or other structures. Because of this, untreated areas of timber may remain prone to infestation. While our treatment provides strong protection where applied, we cannot guarantee that borer will not affect parts of the timber that we are unable to access.
- Spiders – 3-month warranty with reasonable precautions taken.
- Birds, Mould, Possums – no guarantees offered.
All guarantees rely on you following the advice we provide. If pests return within the guarantee period, let us know right away so we can fix the problem.
4. Payment Terms
We’ll tell you the cost before starting work.
Payment is due upon job completion if the price is below $1000 including GST. If the job costs above $1000 including GST, payment is required 24 hours prior to our agreed starting time or whatever the due date is on the invoice, unless arrangements have been made in writing.
If payment is late, extra fees may apply and you’ll be responsible for any costs we incur to recover it.
5. Cancellation Policy
You can cancel or reschedule if you give us at least 24 hours’ notice.
If you cancel late, a fee may apply to cover our time.
6. Limitation of Liability
We’re committed to doing the job properly and safely. But we’re not responsible for:
- Damage pests have already caused or cause during treatment,
- Indirect losses (like loss of rent, lost business, or stress),
- Issues that happen if you don’t follow our advice or instructions,
- Damage to hidden utilities or structures that we weren’t told about.
Our responsibility is limited to the cost of the service you’ve paid for.
7. Health and Safety Obligations
We follow all NZ health and safety laws and only use products according to manufacturer guidelines. We’ll tell you about re-entry times, ventilation needs, or other safety steps.
It’s your responsibility to:
- Keep pets, children, and vulnerable people away from treated areas until it’s safe,
- Tell us about any health conditions or sensitivities we should know about,
- Read and follow any safety information we provide.
8. Force Majeure
If something outside our control (like extreme weather, natural disasters, or government restrictions) stops us from completing work on time, we’ll reschedule as soon as possible.
9. Termination of Services
We may stop or cancel a service if:
- You don’t pay for work,
- You breach these terms and don’t fix it after we notify you,
- It’s unsafe for our staff to continue.
If we’ve installed equipment, we may remove it when the service ends.
10. Privacy and Data Protection
We collect and use your information only to deliver services, communicate with you, and manage your account. We don’t share your details unless required by law or necessary to complete your service (for example, processing payments).
11. Governing Law and General Provisions
These terms are governed by New Zealand law. Any disputes will go through the NZ courts.
If part of these terms can’t be enforced, the rest still apply.
Updates to these terms will be posted on our website, and continued use of our services means you accept the changes.