EXURO / WARRANTY
Measured heat. A calmer home.
Written to be read before you buy
Your warranty stays with your home.
Whoever owns or lives there while it lasts can use it. It starts when your Certificate of Treatment is issued and carries automatically to a landlord, new tenant or new owner. Nothing needs to be transferred.
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All other residential treatments
60days
Standard warranty. One free heat only reheat per warranty period, whoever claims it.
Get your instant quoteResidential Gold
180days
Extended warranty. One free heat only reheat per warranty period, whoever claims it.
Explore Gold preparationA free reheat, not a promise that bed bugs will never return
The reheat covers heat treatment only. Gold preparation and Express are not free, even if you chose them the first time. Prepare yourself or add Gold again at the current price. Not receiving a Clearance Certificate does not affect your warranty.
There is one free reheat for each warranty period, whoever claims it. The warranty is a promise of a free reheat if there is evidence of ongoing bed bugs during the warranty period. It does not promise that bed bugs will never return.
Find your certificate number
Send the number from the Certificate of Treatment. We cannot accept a claim without it. Ask the booker, landlord or managing agent if you have lost it.
Send evidence within your warranty
WhatsApp or email hello@exuro.co.uk with photos or video, including interceptors. There is no separate reporting deadline: contact us within the warranty period.
We review, then agree a date
Claims are decided on what you send, not a separate inspection visit. We inspect when we arrive to reheat. Normally not before day 14; earlier is at our discretion on strong evidence.
Important exclusions
Know what keeps you covered.
Leave monitors in place. No sprays or powders.
Keep interceptors or monitors throughout the warranty and check weekly. Shop bought bed bug sprays or powders, or removing monitors early, means the warranty does not apply. No warranty on a partial HMO or shared-home treatment; every room and shared area must be treated at the same time.
A neighbour-source reheat is not covered until that source is addressed. We tell you what we found and help you raise it with the landlord, agent or neighbour.
Second hand furniture and ordinary new introductions
Please do not bring second hand furniture, mattresses or upholstery into your home during your warranty. They are one of the most common ways bed bugs come back, and a reheat for bed bugs brought in that way is not covered.
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 or a visitor, does not void your warranty. If the evidence shows bed bugs have come from a neighbouring home that has not been treated, a reheat is not covered until the source has been dealt with (terms, section 13.6). In an HMO, the warranty only applies if the whole HMO was treated at the same time.
If a reheat is not covered by the warranty, we will tell you before we book it, and it is charged at the price at the time.
Read section 13.6Preparation and access to your reheat
We arrange the date and time of a reheat with you. If we cannot get access at the time we agreed, the reheat counts as carried out and the warranty has been honoured. We will not try a second time, but at our discretion we may offer you another reheat at half the price of the initial treatment.
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 a third visit is needed
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.
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.
Preparation checklistYour 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 initial response charge: £140, plus £45 for each extra containment kit you added.
Once we have carried out an inspection, the initial response charge covers it and is not refundable, whatever happens afterwards. Any refund we give after an inspection is the amount you paid less that charge.
The full cancellation and refund rules are in our Terms and Conditions. The warranty is section 13 of our Terms and Conditions.
Treated areas, shared buildings and other detailed rules
How a claim works, in full
- 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 us whatever you have that suggests bed bugs may still be active: photographs or a short video of what you have found, including anything in the interceptors or monitors we left.
- 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 what you send us. When we arrive to reheat, we check the property before we start.
- We will not normally carry out a reheat sooner than 14 days after the treatment. We may do so at our discretion if what you send gives us a strong indication that bed bugs are still active. Eggs and surviving activity take time to show, and returning too early tells us nothing.
- We arrange the date and time of a reheat with you. If we cannot get access at the time we agreed, the reheat counts as carried out and the warranty has been honoured. We will not try a second time, but at our discretion we may offer you another reheat at half the price of the initial treatment.
- 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. To keep your warranty, do not remove them before it ends, and do not use shop bought bed bug sprays or powders in the property after the treatment. If either happens, the warranty does not apply.
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.
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Check your certificate or ask us
Pricing promise
The price you see is the price you pay.
Any on-site extras are shown before you book.
A fixed price for your home, not an estimate.