Your warranty, in plain English
Written to be read before you buy, not after something goes wrong. Your warranty belongs to the property, so whoever lives there while it lasts can use it.
How long it lasts
Your warranty belongs to the property, not to the person who paid. It starts on the date your Certificate of Treatment is issued and passes automatically to whoever owns or lives in the property while it lasts, including a landlord, a new tenant or a new owner. Nothing needs to be transferred.
- Gold: 180 days, including one free reheat.
- All other treatments: 60 days, including one free reheat.
There is one free reheat for each warranty period, whoever claims it. The warranty is a promise of a free reheat if live bed bugs are found during the warranty period. It does not promise that bed bugs will never return.
Check the warranty on any property
A buyer, a new tenant or a letting agent can check the warranty on the verify page. Use the number on the Certificate of Treatment, or follow the link or QR code printed on it. It shows whether the warranty is active and when it ends, and nothing else about you.
Check a certificate →How to make a claim
- Message us on WhatsApp or email hello@exuro.co.uk with the certificate number from the Certificate of Treatment. We cannot accept a claim without it. If you have lost it, the person who booked the treatment, the landlord or the managing agent will have it.
- Send photographs or a short video showing live bed bugs at the property. Bites alone are not enough, because bites can take days or weeks to appear and can have other causes.
- There is no deadline for telling us. As long as you contact us within the warranty period, we will consider your claim.
- We do not carry out inspection visits under the warranty. A claim is decided on the photographs or video you send. When we arrive to reheat, we check the property before we start.
- We will not carry out a reheat sooner than 14 days after the treatment, unless the evidence you send clearly shows live bed bugs. Eggs and surviving activity take time to show, and returning too early tells us nothing.
- The property needs to be prepared for a reheat in the same way as for the first treatment. We send you the preparation checklist when we book it.
- If we left interceptors or monitors, please leave them where they are for the whole of the warranty and check them once a week.
What a reheat is
A reheat is a reheat of the heat treatment only. It does not include Gold or Express, even if the first booking did. Heat and preparation are separate services: the warranty gives you a free reheat, not free preparation. For a reheat you prepare the property yourself, or you add Gold again and pay for it at the price at the time. A reheat is always heat, never a spray.
A third visit
If a third visit is needed, it is charged at half the price of the initial treatment, and only once the outside source of the bed bugs has been identified and dealt with.
Second hand furniture
Please do not bring second hand furniture, mattresses or upholstery into the property during the warranty period. They are one of the most common ways bed bugs are brought back into a home.
If we find that bed bugs have been brought into the property on second hand furniture, mattresses or upholstery after the treatment, a reheat for that is not covered by the warranty. This does not apply to the belongings of a new tenant or new owner who moves in during the warranty period. A new introduction from outside, for example from travel, a visitor or a neighbouring property, does not void your warranty.
Your Clearance Certificate and your warranty
Your Clearance Certificate is issued on day 14, once you have confirmed there is no further activity. Not receiving it does not affect your warranty, which has already started.
IF WE FIND NO EVIDENCE OF BED BUGS
If we find no evidence of bed bugs, we will tell you and we will not recommend treatment. You can choose not to go ahead, and we refund everything except the £140.
Once we have carried out an inspection, £140 of what you have paid covers it and is not refundable, whatever happens afterwards. Any refund we give after an inspection is the amount you paid less £140.
The full cancellation and refund rules are in our Terms and Conditions. The warranty is section 13 of our Terms and Conditions.
PRICING PROMISE
The price you see is the price you pay. Any on-site extras are shown before you book.
Fixed prices. 2 minutes.