Terms

1. Who we are. Exuro Pest Management Ltd, registered in England and Wales, company number 17397789. Registered office: 33 Salisbury Road, Birmingham, B19 1NB. You can reach us at hello@exuro.co.uk or on your case manager's WhatsApp line once your case is open.

2. What we provide. We manage bed bug cases end to end: an initial response with same-visit containment, a monitored heat treatment, independent temperature monitoring, a verification visit, and a written clearance certificate. The specialists who carry out treatments are selected, booked and monitored by us. We never mark our own homework.

3. Your price. Your quote is a single fixed total, fixed the moment you book. The price you see is the price you pay, and any on-site extras are shown before you book. If your property is materially different from what you told us in the quote, section 8 applies.

4. Paying. Payment is taken in full when you book, by card through Stripe. Anything added on site is paid by card as well, by tap on our reader or through a payment link in your WhatsApp thread. We never take card numbers over the phone. Your bank statement will show EXURO.

5. Your right to cancel. When you buy from us online or by phone, you have 14 days from the day you book to cancel for any reason. To cancel, message your case manager on WhatsApp, email hello@exuro.co.uk, or use the form at the end of these terms. Because bed bugs do not wait, our booking process asks you to request that we begin work within your 14-day period. If you cancel after making that request, you pay for what has already been provided, in proportion to the total price. Once the service has been fully performed, the right to cancel ends. Where a refund is due, we pay it within 14 days, to the card you paid with, with no fee.

6. Rearranging and access. Life happens. If you need to move your visit, tell your case manager as early as you can and we will rebook it. If we cannot get access at the agreed time, or the visit cannot go ahead for reasons on your side, section 8 applies.

7. Preparing your home. If you have not taken Gold preparation, the treatment depends on your preparation, and the full checklist is at /prep. We ask for a short video of the prepared rooms on WhatsApp 48 hours before treatment. Beds are stripped fully, with the mattress stood up, by the time the technicians arrive on the morning. In heavier cases your case manager will tell you the bed frame needs dismantling too, and that is also done by the morning. Heat treatment reaches every part of the rooms we treat, so anything on the checklist's remove list must be out. With Gold, our team does all of it and the video requirement does not apply.

8. Refunds. Three rules cover almost everything. Cancel before your visit and you receive a full refund. If our initial response finds no evidence of bed bugs, we do not treat, and you receive everything back except the £140 initial response and any bed protection supplied, which is yours to keep. If a visit or treatment cannot go ahead for reasons on your side, such as the property being materially worse than described, access being refused, unsafe conditions, or arrival to an unprepped property on the standard path, 50% of the total is retained. If the failure is on our side, you receive a full refund. The full refund ladder at /guarantee is part of these terms.

9. The warranty. Your warranty runs from the date printed on your clearance certificate: 30 days as standard, 90 with Gold preparation. The verification visit 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. If there is evidence of live bed bug activity inside your warranty, we carry out a full second heat treatment at our cost. Send your evidence to your case manager on WhatsApp; if it is hard to capture, they will guide you through a live video check, also free. We do not argue about where activity came from, and the sensor record is never used against a live finding. On the re-heat day the crew records what they find before heating. A confirmed claim reopens your case: after the re-heat, a fresh verification visit follows, a new clearance certificate is issued, and a new warranty runs from the date printed on it, on the same terms as the first. Preparation for a re-heat works the same way as the first treatment. If live activity is confirmed again inside a re-heat's warranty, we do not simply repeat the treatment. Two delivered treatments with verified records mean the treatment is unlikely to be the problem, so we investigate at our cost before anything else: activity is mapped, monitors are placed, and the building itself is considered. Where the evidence points to something a treatment can reach, we treat again at our cost, matched to what we found. Where the evidence points to a source outside your home, such as a neighbouring property, we give you a written findings report you can put in front of your landlord, managing agent or freeholder, we keep monitoring in place, and once the source has been dealt with we complete your case with a further heat treatment at no charge, within six months of our findings report. The full warranty and how re-heats are decided, which is part of these terms, lives at /guarantee.

10. If we get something wrong. If we damage something while preparing or treating your home, tell your case manager and we will put it right. We are responsible for foreseeable loss caused by our failure to use reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by negligence, or anything else the law does not allow us to limit.

11. Disputes. Warranty claims are decided on the evidence, as section 9 describes. Disputes about whether the work was done as described are decided on the data: the sensor record, the treatment video and the certificate, the same records you hold a copy of. Nothing in these terms affects your statutory rights, including your right under the Consumer Rights Act 2015 to a service performed with reasonable care and skill. These terms are governed by the law of England and Wales, and you can bring a claim in the courts.

12. Changes. If we change these terms, the version you booked under is the one that applies to your case.