Terms & Conditions

1. Overview

These Terms apply to Services provided by Hawk Pest and Wildlife Management (“Hawk”, “we”, “us” or “our”).

They should be read together with any quotation, proposal, booking confirmation, service schedule or other written information that we provide for your particular job.

By accepting a quotation, confirming a booking or otherwise instructing us to proceed with agreed Services, you enter into a contract with Hawk on the terms applicable to that booking.

Nothing in these Terms is intended to exclude or restrict a legal right or remedy where doing so would be unlawful.

2. Who these Terms apply to

These Terms may apply to individuals, homeowners, landlords, tenants, commercial organisations, property managers, facilities teams and other Clients engaging Hawk.

Some legal provisions apply differently depending on whether you are acting as a Consumer or for the purposes of a business.

3. Quotations, surveys & scope

Quotations are prepared using the information reasonably available at the time, including information supplied by you and anything that can reasonably be identified during an inspection or Site survey.

Unless stated otherwise, a quotation covers the Services specifically described within it. Work outside that scope is not automatically included.

Pest and wildlife issues can involve concealed areas, inaccessible voids, neighbouring properties, structural defects or activity that cannot reasonably be identified until work has started.

If the Site conditions are materially different from those originally described or inspected, we may recommend a revised approach or additional work.

4. Bookings & appointments

An enquiry does not itself guarantee availability or create a booking.

A booking is confirmed once Hawk accepts your instruction, booking or quotation by an agreed method, which may include email, telephone, electronic confirmation or payment of an agreed deposit.

Appointment times and arrival windows are provided as accurately as reasonably possible. Pest-control work, travel conditions and emergency situations can occasionally affect scheduled attendance.

If we become aware that we cannot reasonably attend at the agreed time, we will aim to contact you and arrange an appropriate alternative.

5. How we provide our Services

We will perform our Services with reasonable care and skill and use methods that we consider appropriate to the agreed scope, Site conditions, safety requirements and applicable law.

The exact method may sometimes need to be determined after a technician has inspected the Site, identified the pest or wildlife activity and considered the surrounding conditions.

Services may include inspection, monitoring, treatment, trapping, deterrence, exclusion, proofing, sanitation, removal, follow-up work and practical recommendations.

We may decline a method requested by a Client if we reasonably consider it unlawful, unsafe, inappropriate or unlikely to provide an appropriate professional solution.

6. Your responsibilities

You should provide information that is reasonably accurate and complete when describing the Site and the pest or wildlife issue.

You should also tell us about circumstances that could materially affect the work, including known hazards, vulnerable occupants, animals, restricted areas, access issues or sensitive equipment.

Where we provide reasonable preparation, safety, aftercare or prevention instructions that are relevant to the Services, you should follow those instructions.

Successful pest and wildlife management can depend on cooperation between Hawk and the Client, particularly where sanitation, proofing, access or environmental conditions contribute to the underlying problem.

7. Access to the Site

You must provide safe and reasonable access to the areas of the Site required for the agreed Services.

This may include arranging access to lofts, plant rooms, service areas, gardens, external structures, roof spaces, voids or other relevant areas where it is safe and reasonable to do so.

If required access is unavailable or the Site cannot safely be worked on, Hawk may need to stop, reduce or reschedule the visit.

Where this results in a genuine additional cost, any charge must be reasonable, properly communicated and permitted by applicable law.

8. Results, recurrence & follow-up

Pest and wildlife management does not always produce an immediate or permanent result from a single visit.

Outcomes may be affected by infestation severity, building condition, hygiene, food sources, harbourage, neighbouring properties, weather, seasonal activity, structural defects and whether prevention recommendations are followed.

Some Services may therefore involve monitoring, multiple visits, proofing work or ongoing management.

Nothing in a service guarantee reduces any statutory right available to a Consumer.

9. Wildlife & bird-control compliance

Wildlife and bird-management work can be subject to statutory protection, licensing requirements and restrictions on the methods that may lawfully be used.

HAWK will only undertake work where the proposed activity can lawfully and safely be carried out.

The discovery of an active nest, protected species, breeding activity or another protected circumstance may mean that work must be delayed, changed or stopped.

Where a licence, consent or other legal authority is required, Hawk may require that authority to be in place before proceeding.

10. Charges, deposits & payment

The price payable will be the amount stated in the quotation, booking confirmation or other agreement applicable to the Services.

Where a deposit or advance payment is required, we will tell you the amount before confirming the booking.

Deposits are normally credited against the overall amount due and are not automatically treated as non-refundable in every circumstance.

Invoices must be paid by the payment date shown on the invoice or within another period expressly agreed between Hawk and the Client.

If additional work becomes necessary, we will explain the proposed change and any material additional charge before proceeding wherever reasonably practicable.

11. Cancellations & rescheduling

If you need to cancel or rearrange an appointment, please provide as much notice as reasonably possible.

Where a late cancellation or failed appointment causes a genuine and unavoidable cost, Hawk may apply a reasonable charge where the charging basis was properly communicated and is permitted by law.

We will not use cancellation terms to impose disproportionate charges or retain payments where doing so would be unfair.

Hawk may occasionally need to rearrange an appointment because of severe weather, emergency work, illness, unsafe conditions, transport disruption or another reasonable operational issue.

Where this occurs, we will aim to provide reasonable notice and offer an appropriate alternative appointment.

12. Consumer cancellation & statutory rights

Consumers have statutory rights that operate in addition to these Terms.

Where a qualifying service contract is entered into online, by telephone or otherwise at a distance, or away from business premises, a statutory cancellation period may apply.

For many qualifying service contracts, the cancellation period ends 14 days after the day on which the contract is entered into.

If you validly cancel after Services have started at your request, you may be required to pay a proportionate amount for Services properly supplied before cancellation where the law permits this.

Consumer law also requires qualifying Services to be carried out with reasonable care and skill.

Nothing in these Terms excludes statutory remedies that cannot legally be excluded.

13. Liability & existing Site conditions

Nothing in these Terms excludes liability where it would be unlawful to do so.

Hawk is not responsible for damage, contamination, deterioration or structural defects that existed before our work or were caused by the underlying pest or wildlife problem rather than by our Services.

Some inspections or treatments may require access to concealed areas, voids, fittings or affected materials. Where a particular access method carries a foreseeable risk of disturbance, we will discuss that risk where reasonably practicable.

We are not responsible for loss caused or materially increased by a Client ignoring clear safety, preparation, aftercare or prevention instructions where that failure directly contributes to the loss.

For Business Clients, liability for indirect commercial losses may be restricted where legally permitted, but nothing in these Terms attempts to exclude liability that cannot lawfully be excluded.

14. Problems & complaints

If you believe there is a problem with the Services, please tell us as soon as reasonably possible so that we can understand and investigate the issue.

We may ask for relevant information, photographs or access to inspect the Site where this is reasonably necessary.

Where appropriate, a resolution may include further inspection, repeat performance, corrective work or another reasonable remedy depending on the circumstances and your legal rights.

Our complaints process does not remove any statutory remedy available to you.

15. Personal information & service records

We may process personal information where reasonably necessary to respond to enquiries, prepare quotations, arrange appointments, deliver Services, maintain service records, issue invoices and manage our relationship with Clients.

Relevant service records may include inspection notes, treatment information, Site photographs, recommendations and correspondence.

More information about how personal information is handled is available in our Privacy Policy.

Information about website cookies and similar technologies is available in our Cookie Policy.

16. Contact, governing law & related information

If you have a question about these Terms, a quotation or a booking, please contact Hawk before confirming the work.

These Terms are governed by the law of England and Wales. If you are a Consumer, this does not remove any mandatory legal protection concerning where a dispute may be brought.

These Terms should be read alongside our Privacy Policy and Cookie Policy.