Refund Policy

At SureGuard UK, we take pride in delivering reliable, professional pest control services and high-quality products. We want you to be completely satisfied with our service. This policy outlines your rights regarding cancellations, refunds, and service guarantees.

1. Professional Pest Control Services

Right to Cancel (14-Day Cooling-Off Period)

Under UK Consumer Contracts Regulations, if you book a service online or over the phone, you have a legal right to cancel within 14 calendar days from the date of booking without giving a reason.

• Before Work Begins: If you cancel before any technician visits or work commences, you will receive a 100% full refund via your original payment method within 14 days of your notice.

• Services Provided Immediately / Emergency Callouts: If you request us to perform the work immediately or within the 14-day cooling-off period, you explicitly agree that work may begin before the cancellation period expires.

  • If you cancel after work has started but before completion, you will be refunded the remaining balance minus reasonable costs for work already performed and materials used.

  • Once a service visit or treatment plan is fully completed at your request, the right to cancel during the cooling-off window no longer applies.

Service Guarantees & Workmanship Issues

• Treatment Guarantees: Certain pest treatments (such as specific rodent or insect eradication packages) come with a defined guarantee period detailed in your booking confirmation or service invoice.

• Follow-up Visits: If pests return within an active guarantee window, SureGuard UK will provide re-treatments at no additional cost, subject to your compliance with our technician's sanitation, proofing, and access recommendations.

• Refund Eligibility: Refunds for completed treatments are evaluated on a case-by-case basis. A partial or full refund may be issued if we are unable to fulfill the agreed service scope, or if a service fails due to a fault directly attributable to our technicians. Refunds will not be granted if treatment failure is due to a failure to follow technician advice (e.g., failing to seal entry points, unhygienic conditions, or blocking access).

2. Products & Physical Goods (e.g., Traps, Proofing Materials)

Returns & Cooling-Off Period

If you purchase physical items from www.sureguarduk.co.uk, you have 14 calendar days from the date you receive the goods to notify us of your intent to return them for a full refund.

• Condition: Items must be returned unused, unopened, in their original packaging, and in a resaleable condition.

• Return Shipping: You are responsible for the cost of returning non-defective items to us unless the item supplied was incorrect or damaged upon arrival.

• Hygiene & Safety Exclusion: For safety and hygiene reasons, we cannot accept returns on opened pest control chemicals, baits, or used traps once the protective seals have been broken.

Damaged, Faulty, or Incorrect Goods

If an item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery. Under the Consumer Rights Act 2015:

• Within 30 days of delivery, you are entitled to an immediate full refund or replacement for faulty goods.

• We will cover the return postage costs for any faulty or mis-described items.

3. How to Request a Cancellation or Refund

To cancel a booking or initiate a return, please contact our customer support team:

• Email: info@sureguarduk.co.uk 

• Phone: 07826752126

• Online: Submit a request via our website contact form at www.sureguarduk.co.uk

Please include:

1. Your full name and address

2. Booking/Invoice reference number

3. Date of booking/purchase

4. Reason for the cancellation or refund request

4. Processing Refunds

• Once approved, refunds will be issued to the original payment method (debit card, credit card, or bank transfer).

• Bank processing times vary, but funds typically appear back in your account within 3 to 5 working days after the refund is issued.