Commercial Terms and Conditions

1. Who we are and what these terms cover

Exuro Pest Management Ltd (“Exuro”, “we”, “us”) provides whole property heat treatment for insects, particularly bed bugs, across London. Registered in England and Wales, company number 17397789. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

These terms apply to every booking made by a business, including hotels, landlords with one or more properties, letting agents and managing agents (“you”). Consumers are covered by our Residential Terms and Conditions (EX-TC-001). If you are an agent booking for a landlord or owner, you confirm that you have their authority and you are responsible for these terms unless we agree otherwise in writing.

• Phone: 020 4652 7753, 24 hours. WhatsApp: 07842 815251, 7am to 10pm. Email: hello@exuro.co.uk. Complaints: complaints@exuro.co.uk.
• Initial response visits and inspections take place between 6am and 10pm. Heat treatments can run through the day and the night, and we agree the start time with you when you book.

2. Our service

• Heat treatment raises the temperature of each treated room and holds it long enough to kill bed bugs at every life stage, including eggs. We measure it at the coldest points with calibrated sensors, and the data is the record of the treatment.
• Every treatment starts with an inspection. We do not carry out spray or chemical treatments, and we do not treat other pests as part of a bed bug booking.
• We do not heat or monitor kitchens, toilets and bathrooms, because heat can damage sealant, grout and plastic pipework and bed bugs very rarely live in them. We keep their doors closed.
• “Within 24 hours” always means that we will attend within 24 hours. It never means that we will start or finish treatment within 24 hours. On a hotel booking with a four hour response commitment, the commitment is to attend and inspect within four hours of your confirmed instruction, within the hours in section 1.
• An initial response visit is £140. It includes containment and one containment kit per bedroom. One kit is needed for every bed, and each further bed needs its own kit at £45. Bunk beds count as one bed.
• Once we have carried out an inspection, £140 of what you have paid covers it and is not refundable, whatever happens afterwards. Any refund after an inspection is the amount paid less £140.
• If we find no evidence of bed bugs, we will tell you and will not recommend treatment. If you still want it, your authorised signatory signs to confirm that you wish to go ahead even though we did not recommend it.

3. Booking, authority and instructions

• We start work only on a written instruction from a named person with authority to give it, by email or through our booking system. If your organisation uses purchase orders, we need the purchase order number before we attend. We never start commercial work on a phone call alone.
• The person who signs our Authority to Treat on site confirms they have authority to bind you for the work, the access, and the items left in the property.
• Quotes are valid for 30 days. A quote assumes the information you gave us is correct. If the property is larger or in a different condition, we will tell you the changed price before we start.
• Where a building manager, freeholder or managing agent controls access or shared areas, you are responsible for obtaining their permission. We never isolate, cover or interfere with a fire sprinkler system, and we do not treat properties fitted with orange bulb (57°C) sprinkler heads unless the building manager isolates the system and confirms it to us in writing.

4. Prices, credit and payment

• The first job for any new business customer is paid in full before we attend. Account terms may be offered from the second job onwards, after a credit check. We check Companies House as standard, and use a paid credit report for jobs above £2,000.
• Where we offer account terms, invoices are payable within 14 days of the invoice date. Up to 30 days may be agreed in writing in advance. We never offer longer.
• Jobs above £5,000 are paid 50% before we attend and the balance on completion, even for established customers.
• The credit limit is £5,000 of total unpaid invoices per customer until a payment record has been established, and we may stop booking work above it.
• If an invoice is paid late, we may charge interest at 8% a year above the Bank of England base rate, and fixed compensation for recovery costs, under the Late Payment of Commercial Debts (Interest) Act 1998. The fixed sums are £40 on a debt under £1,000, £70 on a debt of £1,000 to £9,999.99, and £100 on a debt of £10,000 or more. We may also recover reasonable further costs.
• Anything added on the day, such as a further room, extra containment kits or further treatment, is invoiced at the rates we quote or paid on site by card using a QR code, as agreed.
• If you dispute part of an invoice, tell us within 7 days and pay the part that is not in dispute.

5. Cancelling or changing a booking

• Cancel before 10am two days before the treatment date and you receive a full refund, less £140 if we have already carried out an inspection.
• Cancel after that, or if we cannot treat because preparation has not been done, people or pets are in the property, or we cannot get access, and we keep at least 50% of the total price.
• If we cannot attend, or cannot complete a treatment, for a reason outside your control, we rebook free of charge or refund you in full, less £140 if an inspection was carried out. You are told which.
• We keep your timing and your guests, tenants and occupiers discreet. We do not name you or the property to anyone.

6. Preparing the property

• You are responsible for the preparation described in our preparation checklist (EX-CHK-001), done by 10am two days before treatment and shown by video, except that beds are stripped on the morning. For a hotel room or block of rooms we agree a version suited to the rooms with you before the booking.
• You make sure that no guest, tenant, member of staff or pet is in the property while it is heated, and that nobody enters until we agree. Everyone who may be affected is told in advance. We never treat an occupied room.
• All aerosols, gas canisters, lighters, oxygen equipment, loose batteries and other pressurised or flammable items are removed from the property before we start. This applies on every booking, including where we provide preparation.
• You are responsible for securing valuables and for your guests’ and tenants’ belongings, and for checking that anything left in the property can withstand temperatures of up to 60°C. We never pack, touch or move medication. If we find an item at risk, we will try to contact you, and if we cannot, we carry on as planned and the item stays at your risk.
• You tell us about fire detection and alarm panels, door entry and lifts, access times and anything that may be affected by heat, such as sealed electronics, antiques and sensitive finishes, before we book.

7. On the day

• Our desk is your contact on the day, using the business WhatsApp number. About an hour before we arrive we phone you with an estimated arrival time and send a message. Your account manager or case manager gets a copy of every message and can be contacted at any time.
• We cool the property for an hour before we leave and we take a carbon monoxide reading. We advise waiting at least two hours after treatment finishes before anyone goes back in, and 30°C is the temperature we aim for. 35°C or below is safe.
• If anyone refuses to leave, or comes back in without our agreement, we stop work, and it may be treated as a cancellation.
• For hotels, we give you a same night log, a report on adjacent rooms we inspected, and a written note you can show a guest or a reviewer. They record what we measured and found. They never say that a room is free of bed bugs.

8. Reports, certificates and warranty

• We issue a Certificate of Treatment on the day when the treatment is complete and the temperature data confirms it was carried out correctly. We do not issue one for a treatment that was not completed. It records what we measured. It does not mean that no bed bugs can remain.
• On commercial jobs we carry out a verification inspection, and issue a Clearance Certificate on day 14, once we have found, or you have confirmed, no further activity. We need photographs of every interceptor we left.
• The warranty starts on the date the Certificate of Treatment is issued and lasts 60 days. It includes one free reheat. A reheat does not include any extra service you bought, such as Gold or Express. We will not carry out a reheat sooner than 14 days after treatment unless you send photographic or video evidence of live bed bugs, and we always inspect first.
• If a third visit is needed, it is charged at half the price of your initial treatment, once the source of the bed bugs has been identified and dealt with.
• The warranty does not cover bed bugs caused by second hand furniture, mattresses or upholstery brought in after treatment, or a re-introduction that you have not dealt with at source. A new introduction from outside does not void it.

9. If something is damaged

Tell us as soon as you notice, ideally at handover or within 48 hours, with photographs. We photograph the property before we start. We log every report and notify our insurer, and we keep you updated. Exuro holds public liability and employers’ liability insurance, and a copy of our insurance certificate is available on request. This does not affect your legal rights.

10. Our responsibility to you

• We will carry out your treatment with reasonable care and skill.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit.
• Subject to that, we are not responsible for loss of profit, loss of bookings, loss of reputation, or any indirect or consequential loss, whether caused by a treatment, a delay or a finding. Our total liability for any one job is limited to the price you paid for it, or the limit of our insurance cover for the claim if that is higher.
• We are not responsible for a delay or failure caused by something outside our reasonable control, including extreme weather, a power failure, a utility fault, a building alarm, or a fire or sprinkler system trigger.

11. Our team, data and complaints

• Every technician carries photo identification. Our team will leave at once if anyone is threatening, abusive or behaves inappropriately towards them, and we may stop work and keep up to the full amount paid, reflecting the costs we have incurred. We will not return.
• We never photograph guests, tenants or occupiers. Photographs show rooms, belongings and sensors only. Job records, including treatment data and photographs, are kept for six years, as our Privacy Notice explains.
• If something has gone wrong, write to complaints@exuro.co.uk. We acknowledge every complaint within two working days and give a full response within ten working days.
• Referral codes and rewards are covered by our Referral Scheme Terms (EX-TC-003). Only customers who have paid Exuro can earn rewards.

12. General

• These terms, our quote and the Authority to Treat are the whole agreement between us for the job. If we change these terms, the new terms apply to bookings made after the change.
• Neither of us may transfer rights under a booking without the other’s written agreement.
• If any part of these terms is found to be unenforceable, the rest still applies.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.