Terms and Conditions
Our Contract With You
Bookings taken over the phone or via email are a contract between the customer and the company (Heritage Timber Care). Calls may be recorded and we reserve the right to utilise recordings to resolve any issues that should arrive. Under this contract we commit not to reveal any personal or commercially sensitive information about your operation, property, family or personal arrangements. You commit not discuss or put into any public domain or reveal or publish in any way on any platform, including but not restricted to online review websites and forums, any information about our company, methods, staff or our arrangements with contractors which we deem to be commercially sensitive. You further commit to not put in any public domain anything about our service which we deem to be unfair, untrue or vindictive. By commissioning our services, you agree that should you contravene the above commitment, you will remove any such information within 24 hours of us asking you. Should you refuse, we reserve the right to take legal redress and seek compensation for damage.
Prices, Parking, Toll and Congestion Charges
If we give a price over the phone or email and without a survey, we reserve the right to amend the quotation if, when we see the job, it is not as described or as we understood it to be. Should we arrive on a job where a survey has not been carried out and ascertain that in order to carry it out effectively and professionally more work is needed, we will discuss a new price with you. You are within your right to decline an ungraded service, but not the service originally booked. Should you cancel any service once our operatives are on site, for any reason whatsoever, you will be charged the agreed price. You understand when entering into a contract with us, that surveys are chargeable. Should a technician attend a survey, and not find any evidence of infestation or deem that no work is necessary, you understand that you will still be charged for this survey.
PLEASE NOTE: If parking is not provided by the customer, any parking costs will be added to the bill. Any toll or congestion charges will also be added to the bill. Customers are required to aid the technician in finding parking if asked and provide permits for the visiting technician is available applicable.
In the case of insecticidal or fumigation treatments, our operatives are required to wear special breathing PPE during application. Do not under any circumstances enter rooms during treatment or for at least four hours afterwards. We advise pets are kept out of treated rooms for 24 hours. Heritage Timber Care cannot under any circumstances be held responsible for triggering any sprinkler or alarm systems. The customer must provide adequate information on disabling and resetting alarms and locks on the premises. If affected wood is further damaged during treatment, or if floorboards need to be lifted on the day or other items moved in order to treat, we are not liable for any damage caused.
Attendance and Call Out Fees
We agree a date time window for attendance with you on booking and advise how long we think it may take. If we arrive on site during the time window and cannot gain access and cannot get in touch with you on the numbers you have given to us, we will charge a call-out fee. This also applies to landlords and letting agents who book on behalf of tenants. In such situations, it is your responsibility entirely to ensure that we can gain access when we arrive. Call out fees will be charged at £150 + VAT per technician in attendance. If we have agreed to carry out additional follow up visits at no charge, and we cannot gain access at the agreed time, you will be charged the normal fee for that treatment.
Terms of Payment
Where the customer is being invoiced, we expect payment within 14 days unless otherwise agreed. Where payment is by credit or debit card, payment is due as soon as the treatment is completed. Only in exceptional circumstances will we accept cash payments. We employ the services of a debt collection company for over-due accounts. Our accounts team will do its best to give you notice of an account moving into debt collection. However, it is not our responsibility if the phone number or email you supplied do not work, if email goes into junk, or if we have the wrong phone number or email. Once an account is passed to debt collection it is out of our hands. The debt collection company will pursue the outstanding amount in full, and add interest to the outstanding amount. They will also add their fees. Paying us the original amount after it has been passed to debt collection does not amount to payment in full for these reasons, and the debt collection company will continue to pursue you for the additional amounts. We take a 25% non-refundable deposit for some treatments. Unless by prior agreement, the balance will be charged using the payment method agreed as soon as such a job is completed. By booking our services you are entering into a contract with us, and agreeing to these payment terms.
Postponements cannot be accepted less than 24 hours before our planned arrival day as we have teams to keep busy and in such circumstances we reserve the right to retain the deposit. For example, if your planned work is on the 6th, at any time, you cannot postpone or cancel on the 5th at any time without this applying. If you cancel less than 24 hours prior to our arrival date we will always retain the deposit. Should we arrive at site or already be travelling to site and a cancellation or postponement is forced upon us, we will always retain the deposit.
Cancellation And Deposit Policy
Reserving our services at an agreed time and date is a binding contract with us and will result in us turning other work away at those times. Last-minute cancellations when operatives are already on their way to you are not accepted and in these circumstances you will be charged for the operatives’ time and fuel at a minimum rate of £150 + VAT per operative, per hour. We do understand that arrangements can change. If you are cancelling more than 24 hours before arrival and re-booking within seven days, no charge will be made.
Guarantees and Certificates
Our insecticidal and fumigation woodworm treatments come with a 25-year guarantee. Our guarantee is that as long as we have been able to carry out the treatment as we advised on all exposed wood in affected areas, should the problem re-surface within that period, we will treat the area again at no charge. The guarantee does not cover new areas of infestation that we did not treat. We are not liable for any damage to wood caused by woodworm larvae or for repair thereof. Heat treatment comes with shorter guarantees. New activity on previously treated areas or items needs to be demonstrated. Just ‘seeing holes’ does not constitute evidence unless you can demonstrate that they are new. Heritage Timber Care reserves the right to inspect before any re-treatment under guarantee is considered. We can issue certificates of treatment if needed. We can also supply MSDS of the products we use if needed. In situations where we cannot get the insecticide to soak into the wood because of a coating such as paint or heavy varnish, we may agree to treat, but reserve the right not to guarantee the treatment.
Woodworm treatments usually require preparation which we will discuss with you. Examples might be clearing attic spaces ready for treatment prior to our arrival, or lifting of some floorboards before we arrive so that we can treat the joists underneath. We will discuss this with you prior to our arrival. Should the agreed preparation not be done when our technicians arrive, resulting in postponement in the job, you will be charged a call out fee of £150 + VAT per technician in attendance. Should non-preparation result in delays in starting treatment, you will be charged £150 + VAT per technician for each hour this moves into, with a minimum of one hour.
Should you wish to discuss what happened on a treatment with us, you should call the office or email us at . We do not issue refunds. However, if we agree that the treatment has not been carried out as agreed, we may agree to attend again and re-treat. The decision will be down to the directors of the company. Any such discussions must begin within 48 hours of the treatment having taken place. We will always look to respond to any disputes within 48 hours (working days, Mon-Fri).
Reports, Surveys, Paid Invoices
Treatment reports are available at request and supplied by email as PDFs. If you would like a treatment report, please contact the office on 0800 534 4291. Survey reports for woodworm are also supplied as PDFs. If you have not received a paid invoice for work carried out by us and need one, please call the office or email .