The guarantee, in full
Written to be read before you buy, not after something goes wrong.
THE REFUND LADDER
THE RULES IN FULL
Cancel before the visit — full refund.
No evidence of bed bugs at the initial response — we don't treat. You are refunded everything except the £140 initial response fee and any containment kits supplied. The initial response fee is non-refundable once carried out; the kits are yours to keep.
If the visit or treatment cannot proceed for customer-side causes — the property is materially worse than declared, access is refused, conditions are unsafe, or on the standard path we arrive to an unprepped property — 50% of the total is retained. If the failure is on Exuro's side, you receive a full refund. One rule across Gold and standard bookings, and the retained amount is checkable by anyone, because it is half of the one number you paid.
On the standard path we ask for a short video of the prepared rooms over WhatsApp 48 hours before treatment, and for beds to be dismantled on the morning. Gold is exempt — our team does the preparation.
THE WARRANTY
Re-Heat Promise: if there is evidence of live bed bugs within 30 days of the date on your clearance certificate, we return and re-heat at no extra cost. With Gold preparation you're covered for 90 days.
HOW DISPUTES ARE DECIDED
If we disagree about whether a case is closed, the sensor record and case notes decide it — the same data you hold a copy of. Where that record is inconclusive, or the wording of this guarantee is ambiguous, it resolves in your favour.
HOW A RE-HEAT IS DECIDED
The clock. Your warranty runs from the date printed on your clearance certificate: 30 days as standard, 90 with Gold preparation. The verification visit that produces the certificate ordinarily takes place 10 to 14 days after treatment. If it cannot take place within 21 days for reasons on your side, the warranty runs as if the certificate had been issued on day 21. A confirmed claim reopens your case: after the re-heat and its verification visit, a new certificate is issued and a new warranty runs from its date.
The cast. Your case manager decides one thing only: whether the evidence shows live bed bug activity. Send photos or a video to your WhatsApp thread at any point in the window, at no cost. If it is hard to capture, they will guide you through a live video check, also free. Once live activity is confirmed the re-heat is booked, and on the day the crew records what they find before heating.
The geography. Cover applies to the whole property we treated, as it was quoted.
The baseline. We do not argue about where activity came from. Live bed bug evidence inside your warranty means a full second heat treatment at our cost, never a spray, never a part treatment.
If it happens twice. We never argue about cause before your re-heat. If activity returns after a re-heat, cause becomes the whole point: two treatments with verified delivery records mean the treatment is unlikely to be what is failing. So we investigate at our cost until we can name what is — activity mapped, monitors down, the building considered — and the next step is matched to the finding. Where it points to something a treatment can reach, we treat again, free. Where it points to a source outside your home, you get a written findings report built for your landlord, managing agent or freeholder, and once the source is dealt with, we complete your case with a further heat treatment at no charge. A third identical treatment sold without an answer is the habit we built Exuro to end.
And one promise you will not find anywhere else. A perfect temperature record does not cancel what is in front of you. If there is live bed bug evidence inside your warranty, we re-heat. The sensor record exists so you can see the work was done, not so we can argue with it.
Warranty claims are decided on the evidence. Disputes about the work itself are decided on the data — the same sensor record, video and certificate you hold a copy of.
PRICING PROMISE
The price you see is the price you pay — any on-site extras shown before you book.
Where the wording is ambiguous, it resolves in your favour.
Fixed prices. 2 minutes.