Booking terms of service
This is the document you accept when you tick “I accept the booking terms” during checkout. The version you agreed to is recorded against your booking and does not change afterwards, even if these terms are updated later.
Terms and Conditions
Thornemere Ltd (company number 09269881, VAT 216575110)
Trading as Sewerfix Drainage
Registered office: Hivegrove, 3B Kings Court, Burrows Lane, Gomshall, Guildford, Surrey GU5 9QE
Standard Terms and Conditions of Sale
Version 3.9, 22 October 2026. These Terms and Conditions replace all earlier versions.
Thank you for selecting our services. We are committed to providing you with a professional and positive experience. Please take a moment to review the following terms and conditions, which set out the legal basis and framework of our working relationship.
1. Definitions and Interpretation
2. Asbestos Policy and Procedure
7. Account Customers and Credit Control
12. Data Protection and Marketing
20. Complaints and Opportunity to Cure
21. Scaffolding Requirements and Working at Height
22. Other Terms and Information Regarding the Work
24. Brick Work Repair, Mortar Matching and Rubble Removal
26. Brand Schedule: Sewerfix Drainage
1. Definitions and Interpretation
1.1 These Terms and Conditions are the terms of Thornemere Ltd (company number 09269881, VAT registration number 216575110), whose registered office is at Hivegrove, 3B Kings Court, Burrows Lane, Gomshall, Guildford, Surrey GU5 9QE (“Thornemere Ltd”, “we”, “us”, “our”). We trade under the brand named in the Brand Schedule attached to these Terms and Conditions, and every reference to that brand is a reference to Thornemere Ltd.
1.2 In these Terms and Conditions, we use specific expressions with particular meanings:
• “Client”, “Customer”, “you” and “your” refer to the customer who is purchasing our Services. “The Company” and “the Contractor” refer to Thornemere Ltd.
• “Consumer” has the same meaning as defined by the Consumer Rights Act 2015: an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession.
• “Business Customer” refers to any customer acting for purposes of a trade, business, craft or profession, including landlords, letting and managing agents, housing associations, companies, partnerships, sole traders, charities and public bodies. Every customer who is not a Consumer is a Business Customer. Where these Terms and Conditions state a different position for Consumers and Business Customers, the position for your customer type applies; everywhere else the same terms apply to both.
• “Account Customer” refers to a Business Customer we have approved in writing for a credit account under clause 7.
• “Contract” refers to the legally binding agreement formed when you accept our Quotation and agree to these Terms and Conditions.
• “Service Contract” refers to a Contract for scheduled visits over a period, such as a pest control contract, a planned maintenance agreement or a subscription plan, as described in clause 8.
• “Property” refers to the premises where our Services will be provided.
• “Quotation” is the price we provide you, either in writing or verbally, for the Services, with the options and lines you select. It remains open for acceptance for 30 days from its date, and that period is its validity wherever these Terms and Conditions refer to it. It outlines the scope of work. Where a price is given verbally, the scope of work is what we confirm to you in writing.
• “Services” refers to the services described in the Brand Schedule and any related works we agree to provide you.
• “Brand Schedule” refers to the schedule attached to these Terms and Conditions for the trading name shown on your Quotation. It sets out the services definition, the guarantee schedule and any brand-specific terms. Where the Brand Schedule states a different position on a point, the Brand Schedule prevails for that brand.
1.3 Whenever we mention “writing” or “written,” it includes communication via email.
2. Asbestos Policy and Procedure
This section applies where our work takes place inside or on a building.
Legal Requirement: Under the Control of Asbestos Regulations 2012, all materials in buildings constructed before 2000 must be presumed to contain asbestos unless there is clear evidence they do not.
Properties Built Before 2000: If your property was built before 2000 and there is no existing asbestos survey for the areas we need to access, we will arrange a certified asbestos survey (ISO 17020 & 17025) before starting any invasive work. This will be included in your quote.
If Suspected Asbestos is Found During Work:
• Work will stop immediately for safety reasons.
• The customer is responsible for the cost of an additional asbestos analysis.
• If asbestos is found, the customer is responsible for arranging for licensed removal and associated costs before work can continue.
• If the space is asbestos-free, work will be rebooked.
Thornemere Ltd. complies with all relevant UK regulations, including the Control of Asbestos Regulations 2012 and the Health and Safety at Work etc. Act 1974.
For more, visit: https://www.hse.gov.uk/pubns/books/l143.htm
3. The Contract
3.1 Whenever a service booking is made, a contractual agreement is formed between Thornemere Ltd. and the customer and our terms and conditions apply from that point onward. Call recordings serve as evidence of this agreement (see clause 17).
3.2 We will send you a quotation for services. Acceptance of our quotation constitutes a legally binding contract between Thornemere Ltd. and the customer, incorporating these Terms and Conditions and the Brand Schedule.
3.3 Our quotation is based on the information you provide. Thornemere Ltd. reserves the right to amend the quotation if the property size differs upon inspection, survey, or if your requirements change. Measurements, areas and quantities shown on a Quotation are approximate, and we amend the price under this clause only where the size or extent found on site differs materially from the Quotation. If additional work is identified during our visit, we will discuss it with you and seek your approval before proceeding. Any extra services and associated costs arising from and within such additional work will be agreed upon in advance.
A Quotation is valid for the period stated in clause 1.2. If it is accepted after that period, Thornemere Ltd. retains the right to quote additional time on site to reassess should it be required.
3.4 A binding contract incorporating these Terms and Conditions is also formed when you accept our quotation by any of the following methods: (a) signing and returning the quotation document; (b) giving written instruction to proceed (including by email or text message); (c) issuing a purchase order referencing our quotation, reference number or scope of works; (d) paying any deposit, stage payment or invoice issued by us in respect of the quoted works; or (e) granting site access to enable the works to commence. By any such act, you confirm that you have received, read and agree to be bound by these Terms and Conditions, whether or not the quotation itself has been signed. Where a Business Customer’s purchase order contains its own terms or attempts to incorporate the customer’s standard conditions, those terms have no effect: the Contract is formed on these Terms and Conditions only.
3.5 Where you are a Consumer and we agree a Contract with you by telephone or at your home, we will confirm the price, what is included, our details, these Terms and Conditions and your cancellation rights to you in writing before work starts.
3.6 Fixed price. Unless the Quotation states that an item is charged by time (for example a day rate or an hourly rate), the price on the Quotation is a fixed price for the scope of work it describes, and it does not change with the time, labour, materials or access the work turns out to need. Where the Quotation lists an item as included ‘where needed’, ‘where required’, ‘as needed’ or in similar words, the price already allows for that item and is not reduced if the item is not needed on the day. Where the Quotation shows a quantity for an item (for example a number of visits, entrances, gates, days, metres, square metres or bait stations), that quantity is what the price allows for, and the price is not reduced if fewer are needed, unless the Quotation states that the item is charged per unit fitted. A quantity line is charged per unit fitted only where the Quotation marks it so; any other quantity line is included in the price. Where a line is charged per unit fitted, the number shown is our estimate of the number needed and our job sheet (clause 4.6) records the units fitted. Work described in a survey report, method statement or option that we have not quoted for, or that belongs to an option you have not selected, is not included in the price. An item is added to or removed from the scope, and the price changed, only by a variation agreed in writing under clause 6.6. Nothing in this clause limits your rights if we fail to carry out work that is included in the scope.
3.7 Method. The method described in a survey report, Quotation, method statement, email or call (for example opening a wall or ceiling, taking down part of a chimney, excavating, the access equipment we expect to use, or the number of technicians or days) is the approach we expect to take, based on what can be seen before the work starts. The price is for the result of the options and lines you selected. Once we can see the conditions on site, we may use a different method if it is safer, causes less damage or disruption to your property, is needed to complete the work, or is required by a licence or by law. We will tell you about the change before we finish the work and record it in the job sheet we email you under clause 4.6. A change of method does not change the price, unless you ask for the change or it adds work outside the scope of your Quotation, in which case clause 6.6 applies. Where your Quotation prices access equipment as its own line and we carry out the work using a cheaper form of access, we credit the difference between the two prices; where access is included in the price of the work and is not priced as its own line, the price does not change. Nothing in this clause limits your rights if we do not deliver the result your Quotation describes.
3.8 Equivalent products. If a product or material named on your Quotation (for example a chimney cowling, a drain valve, bird spikes or netting, mesh, weep vent fittings or guttering) cannot be fitted once we have access, or is no longer available, because the flue or pipe is in use, the existing structure will not take it, it has been discontinued, or fitting it would be unsafe, we will fit an equivalent product that does the same job for the same area. We will tell you in writing what we have fitted and why before we finish the work and before any access equipment is removed, and we record it in the job sheet (clause 4.6). Any guarantee that applies to the named product applies to what we fit. If the equivalent costs less than the product it replaces, we will credit the difference. A change made under this clause does not need a separate variation under clause 6.6.
4. The Services
We will carry out our services with all reasonable care and skill and to best trade practice.
4.1 Any dates provided for the completion of our services are indicative and should be treated as estimates. Unless otherwise agreed in writing, we are not contractually obliged to complete the services by a specific date. The technicians named for a visit, and the number of technicians and days we expect to need, are planning estimates unless your Quotation prices them; we tell you before the visit if they change.
4.2 It is essential that treated areas are allowed to dry fully or be properly ventilated before being accessed.
4.3 Upon request, we will provide relevant health and safety information, including COSHH or other data sheets for any chemicals used. It is your responsibility to read this information and adhere to all safety procedures. In the event of chemical exposure, individuals should follow the provided instructions and seek medical attention where necessary. The job sheet (clause 4.6) includes any recommendations and details of pesticide treatments carried out.
4.4 While we will use all reasonable efforts to remove the identified pests or resolve the identified problem, we cannot accept liability for pest activity or problems arising from or within areas that are inaccessible or beyond the scope of treatment.
4.5 Ownership of equipment and materials. Bait stations, monitoring equipment and any other equipment we place at the Property remain the property of Thornemere Ltd. at all times; we service them during a treatment or Service Contract and remove them at the end of the programme or contract. Proofing materials, cowlings, valves and other items we install become your property once you have paid for them in full; until then they remain ours, and we may remove them if payment is not made. Where your Quotation itemises a piece of equipment and charges you for it (for example a fly-killer unit), that equipment becomes your property once you have paid for it in full; where your Quotation describes the charge as a set-up or installation charge for our equipment, the equipment stays ours. You will be liable for the cost of replacement if our equipment is removed, damaged, lost or stolen while at the Property.
4.6 Job sheet. When we finish the work, and at the end of each visit of a programme where the Brand Schedule or your Quotation says a job sheet is issued for the visit, our technician completes the job sheet on our system and we email it to you. It records what was done; what was fitted and where; any quoted item not carried out and why; any change of method under clause 3.7 or product under clause 3.8; any damage we caused; photographs where we took them; and the aftercare, re-entry and guarantee information for the work. Where access equipment is used, we issue the job sheet before the equipment is removed, and any quoted item that needed that access and was not done is credited at the same time under clause 6.6. We send the job sheet to the email address you have given us; where you are present, our technician may also ask you to sign it. Please raise any concern about the quality or appearance of the work when you receive the job sheet, and in any case under clause 20. A job sheet you have signed, or have not disputed within 7 days of receiving it, is our record of the work done. If you are a Business Customer, a job sheet you have signed, or have not disputed in writing within 7 days of receiving it, is conclusive evidence of the work done and of the state of the Property when we left, except for defects that could not reasonably have been seen at the time. Nothing in this clause limits clause 20 or your statutory rights.
4.7 Subcontracting. We may use subcontractors for parts of the Services (for example drainage work, scaffolding, access equipment or specialist surveys). We remain responsible to you for the work under this Contract. Where a subcontractor gives its own guarantee or warranty on materials or workmanship, we pass that guarantee on to you where the Quotation or the Brand Schedule says so, on the subcontractor’s terms.
4.8 Photographs and site records. We take photographs and video before, during and after our work and keep them as site records and as evidence of the condition of the Property and of the work done. We do not publish photographs that identify your Property or you without your consent. Site records are held under our privacy notice.
5. Your Responsibilities
5.1 The customer must ensure the following prior to and during the provision of our services:
5.1.1 The property is in a suitable condition for Thornemere Ltd. to carry out the agreed works. For example, flooring or fixtures to be treated should be in reasonable condition to avoid avoidable damage.
5.1.2 Full and timely access is provided to all relevant areas of the property (and neighbouring land, if required) on the agreed date and time. If access is not provided, a rescheduling or cancellation fee may apply to cover any associated Thornemere Ltd. costs. Clause 21.10 applies where a visit is aborted because the site or the access equipment is not ready.
5.1.3 If keys are provided, they must operate all locks without requiring specialist effort or equipment.
5.1.4 The customer must provide any necessary access instructions, including how to disarm and reset alarm systems. Thornemere Ltd. is not liable for alarms triggered due to incomplete or incorrect information.
5.1.5 Where applicable, the customer must assist with parking arrangements and provide valid permits if required. All parking charges, tolls, or penalties incurred due to lack of access or information will be added to the final invoice.
5.1.6 The customer is responsible for obtaining any necessary permissions or consents from third parties (e.g. landlords or local authorities or neighbours) prior to the commencement of services, and confirms that they own the Property or have the owner’s authority to permit the work at the address given. Where a licence, consent, protected-species survey or planning permission is needed before the work can lawfully start, your Quotation says so, states who applies for it and what it costs, and says whether the fee is payable if the application is refused. The work is not booked until it is granted. If it is refused, or cannot be applied for within the season stated on the Quotation, either of us may cancel by written notice and clause 9.4 applies to what you have paid.
5.1.7 The customer must follow all health and safety recommendations and aftercare advice, including any instructions related to the safe use of treated areas, and must complete any preparation we ask for before a visit. Where preparation is required (for example for bed bug, flea or moth treatments) the visit cannot go ahead until it has been completed, and a wasted visit is chargeable under clause 5.2.
5.1.8 Where work involves electrical components, the customer must ensure that power to relevant circuits is switched off and remains off for the duration of the works.
5.1.9 The customer must tell us in advance about any hazards at the Property (for example asbestos, fragile roof lights, unsafe loft boards, exposed wiring, hidden pipework or services, or aggressive animals) and about any vulnerable persons, pets or livestock who may be affected by treatment. Damage, delay or cost caused by a failure to disclose is the customer’s responsibility, not ours.
5.1.10 The customer must keep children, pets, livestock and other non-target animals away from treated areas and bait for the re-entry time stated by our technician or on the aftercare sheet.
5.1.11 Where the person paying for the work, the owner of the Property and the occupier are not the same, our customer is the person named on the Quotation. Instructions that change the scope (clause 6.6) and sign-off of the job sheet (clause 4.6) come from that person or from someone they nominate to us in writing, and the guarantee is given to that person (clause 16.5). Where you are a landlord, agent, contractor or managing agent, you are responsible for passing our access, preparation, aftercare and re-entry instructions to the occupier, and any site rules you give us in writing (for example working hours) bind our subcontractors as well as us.
5.2 If the customer fails to meet any of the responsibilities outlined above, Thornemere Ltd. cannot be held responsible for any resulting delays or complications, and reserves the right to recover costs for wasted visits or additional time incurred.
6. Payment
6.1 Payment methods. Thornemere Ltd. accepts the following types of payment:
• Credit or debit card, in person with our technician, by telephone to our office, or through the secure Stripe payment link included in your quotation or sent by our office
• Bank transfer to the account details printed on our invoice
• Direct Debit, only where a plan or contract expressly offers it
• Cheques are not accepted
There is no surcharge for paying by card. Our bank details are printed on every invoice and never change by email: please telephone us to verify any request to change them. For bookings made online, the amount is authorised on your card when you confirm and taken shortly afterwards once your booking is confirmed; if we cannot confirm the booking, the hold is released and nothing is taken. Card payments are processed by Stripe; we do not store card details on our systems.
6.2 When payment is due. Your Quotation states which of the following applies to your work:
(a) Payable upfront: the full price is payable on acceptance of the Quotation, before any date is booked.
(b) Payable on completion: the price is payable on completion of the work or within 30 days of the invoice date, whichever is sooner.
(c) Deposit then balance: a deposit of the amount stated on the Quotation is payable on acceptance of the Quotation (our standard deposit is 70 percent of the quoted price; the Quotation states the exact figure), and the balance is payable on completion of the work or within 30 days of the invoice date, whichever is sooner. For residential work the deposit and balance are as set out in clause 6.3.
(d) Service Contracts: the fees are invoiced and payable as set out in clause 8.
Account Customers pay on the terms in clause 7. All other Business Customers choose on the Quotation how to pay: in full up front under (a), or on a purchase order, with no deposit, the price invoiced on completion of the work and payable within 30 days of the invoice date. A Service Contract is paid under (d). Where a Business Customer that is not an Account Customer orders work of more than £5,000 (excluding VAT) on a purchase order, we book the work once our credit check is satisfactory; if it is not, we tell you before anything is booked, and you may pay in full up front instead.
6.3 Residential work (Consumers). Residential work under £1,500 is payable in full on acceptance of the Quotation. Where the quoted price is £1,500 or more, whether the work takes one visit or several, you choose on the Quotation between paying in full on acceptance and paying 70 percent of the price on acceptance and the remaining 30 percent on completion of the work; where the Quotation schedules the work over more than one visit or more than one day (for example a multi-visit treatment programme such as bed bugs, carpet moths, carpet beetles, cockroaches or a three-visit rodent programme, or a larger clearance or insulation job spread over several days), the remaining 30 percent is payable before the final visit or final day is booked. Nothing is booked into our diary until the amount due on acceptance has been received, and the final visit or final day is not booked until the balance has been received.
6.4 Deposits and the diary. Where a deposit is payable, no work is booked into our diary until the deposit is received, and your start date is confirmed on receipt. The deposit is payable on acceptance of the Quotation; where a start date has been agreed in advance, the deposit must in any case be received at least 14 days before that date, or the date is released. Deposits are non-refundable (clause 9.1), subject to your statutory rights.
6.5 VAT. Prices quoted to Consumers include VAT. Prices quoted to Business Customers exclude VAT unless the Quotation states otherwise, and VAT is added at the applicable rate. Where a supply is zero-rated or subject to the VAT domestic reverse charge, we will invoice it accordingly.
6.6 Any changes to the services must be agreed upon in writing before we can proceed. Any fee or price variations will become due for payment to us on the same terms as the original Quotation. The price, the deposit, the scope, the visit dates and the guarantee are those stated on your Quotation, and are not varied by anything said on a call or on site unless we confirm the change to you in writing. Where a change is agreed with you on site or on a call, we confirm it to you in writing, and clause 4.6 records it. If you are a Business Customer, no variation of the Contract is effective unless it is in writing and signed or sent by email by a person we have authorised for the purpose, and no technician, surveyor or subcontractor has authority to vary the price, scope, dates or guarantee verbally.
6.7 One invoice, one payment. Each invoice must be paid in full, in a single payment, by the due date shown on it; we do not accept part payments against an invoice. Where your Quotation provides for a deposit, a stage payment or a balance, each is invoiced separately and each invoice is due on its own date. A payment for less than the invoiced amount is applied to that invoice and the balance remains due. A deduction made by a Business Customer registered as a contractor under the Construction Industry Scheme is not a short payment where the deduction is properly made and a deduction statement is provided to us.
6.8 Disputed invoices. If you dispute an invoice, you must tell us in writing within 7 days of the invoice date, stating the amount disputed and the reason. The undisputed part of the invoice remains payable by the due date. You may not withhold, set off or deduct any sum from any invoice for any reason, except as clause 6.7 allows or as the law requires (and, for Consumers, subject to your statutory rights).
6.9 Refunds. Where a sum is refundable under these Terms and Conditions or by law, we refund it to the payment method you used to pay, as soon as reasonably practicable after we agree the refund or, where you cancel under a statutory right to cancel, within 14 days of the day you tell us you are cancelling.
6.10 Late payment. All sums due under this Agreement must be paid by the due date shown on the invoice. If any amount remains outstanding after the due date:
(a) Business Customers: we may charge statutory interest at a rate of 8% per annum above the Bank of England base rate, accruing daily from the due date until payment is received, and the fixed debt-recovery compensation under the Late Payment of Commercial Debts (Interest) Act 1998 (currently £40 for debts up to £999.99, £70 for debts between £1,000 and £9,999.99 and £100 for debts of £10,000 or more), together with our reasonable costs of recovery where they exceed the fixed sum. Whether to apply these charges is a decision our credit control team takes case by case.
(b) Consumers: we do not charge contractual interest on late payment. Our right to recover the debt, including any statutory interest and costs a court may award, is unaffected.
(c) All customers: Thornemere Ltd. reserves the right to suspend further services and hold bookings and contract visits (clause 7.5) until the balance is settled, and to recover any costs incurred in pursuing outstanding payments. Outstanding unpaid balances may be passed to a debt recovery agency, and any additional costs incurred during the recovery process will be added to the customer’s account where the law allows.
7. Account Customers and Credit Control
7.1 Credit accounts. Payment terms of 30 days from the invoice date apply only to Business Customers we have approved for a credit account after a completed account application and a satisfactory credit check. Until an account is approved, work is payable on the terms shown on your Quotation. We may decline, limit, suspend or withdraw credit at our discretion and will tell you in writing if we do.
7.2 New accounts. For the first three months of an account, or until three months of invoices have been paid on time, a purchase order is required for every job, no deposit is payable, and each job is invoiced on completion of the work and payable within 30 days of the invoice date (clause 6.2).
7.3 Credit limits. We may set a credit limit on an account (our standard limit is twice your expected monthly spend) and hold new work while the amount outstanding on the account is above the limit.
7.4 Purchase orders. Where your account requires a purchase order, work is not scheduled until we hold a valid purchase order for it. An invoice is not delayed, and its due date does not change, because a purchase order has not been provided or does not match the invoice.
7.5 Holds and stop. We may hold new bookings and Service Contract visits while any invoice on your account is more than 14 days overdue, and place the account on stop when the amount outstanding reaches the credit limit or any invoice is 45 days overdue. Every hold and every stop is a decision taken by a member of our credit control team, never an automatic one, and we will tell you when we apply it. Work and visits resume when the account is brought up to date; a Service Contract visit held for non-payment is rescheduled once the period covering it is paid (clause 8.3).
7.6 Statements and reminders. We send invoices and statements to the addresses given on your account application and payment reminders after the due date shown on each invoice. It is your responsibility to keep those addresses up to date.
8. Service Contracts
8.1 This clause applies to every Service Contract (for example Bronze, Silver and Gold pest control contracts and planned maintenance agreements). The Pest Protection Plan has its own agreement, which applies to that plan in place of this clause.
8.2 Fees and invoicing. Contract fees are invoiced every 4 weeks in advance (13 invoices a year). The fee for a period is due before the first visit of that period, on the due date shown on the invoice.
8.3 Visits. We schedule the visits within each period. The routine visits in your contract are spread across the 13 four-weekly periods of the year and some periods may have no routine visit; the contract fee is an annual fee invoiced in 13 instalments, not a price per visit. A visit cannot go ahead while the period covering it is unpaid; once the period is paid, the visit is rescheduled at the next available date. A visit held for non-payment is never forfeited and its fee is not refunded.
8.4 Term and notice. A Service Contract runs for an initial term of 12 months from its start date and then continues on a rolling basis until either party ends it by giving at least 30 days’ written notice, which may not expire before the end of the initial term. Fees for the initial term and for any notice period remain payable.
8.5 Price review. We review contract prices once a year and will give you at least 30 days’ written notice of any change. If you are a Business Customer, we give you reasonable written notice of any change.
8.6 Response times and guarantees. We commit to the response times stated in your contract. Service Contracts do not carry an outcome guarantee unless the Brand Schedule or your contract says otherwise. Where we recommend works needed to control the pest (for example proofing or housekeeping) and they are not carried out within one month, additional visits between scheduled visits are chargeable.
8.7 Clause 10 (Termination) applies to Service Contracts in addition to this clause.
9. Cancellation and Refunds
9.1 Deposits are strictly non-refundable (subject only to your unavoidable statutory rights).
9.2 By confirming your booking and paying any fees or deposits, you acknowledge that we immediately allocate resources and schedule diary time; accordingly, all amounts paid are non-refundable (subject only to your unavoidable statutory rights).
9.3 Statutory Cancellation Rights (Consumers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”), you have the right to cancel this contract within 14 calendar days of its taking effect. However, by expressly requesting that we commence performance of the services within that 14-day period, and having been informed that doing so will forfeit your cancellation right, you agree that your right to cancel under the CCR will end once performance commences. For appointments or services scheduled on a specific date, cancellation must be notified to us at least 24 hours before performance begins; any fees or deposits paid are otherwise non-refundable (subject only to unavoidable statutory rights).
If you are a Consumer and you have not asked us to start within the 14-day period, you may cancel within 14 days of the Contract taking effect by telling us in writing, and we will refund any sum you have paid within 14 days (clause 6.9). If you asked us to start within the period and then cancel before the work is complete, you pay for the work done up to cancellation and we refund the rest.
9.4 Costs committed for your work. If you cancel after accepting the Quotation, you are liable for the costs we have incurred or committed for your work up to the day you cancel, whether or not work has started at the Property: for example a survey or asbestos report we have commissioned, scaffolding or access equipment booked or erected, licence or application fees paid, materials made or ordered for your work that cannot be returned, and labour on site. We will set these costs out for you in writing. Where a sum is refundable to you under these Terms and Conditions or by law, we deduct those costs from it and refund the rest under clause 6.9; where they exceed what you have paid, the difference is payable. Clauses 9.1 and 9.2 apply to deposits and other sums paid, subject to your statutory rights. If you are a Business Customer, the deposit is retained in full in every case and this clause applies to any costs above it.
9.5 Once a service has been completed, refunds are not applicable, as the services provided cannot be reversed without significant cost. If the customer has any concerns regarding the work completed by Thornemere Ltd., these must be submitted in writing via email. We will investigate all complaints thoroughly (clause 20).
9.6 Any cancellations or changes must be made by email, through the link in your confirmation email, or directly with your surveyor or our office, 24 hours in advance of scheduled service. Customers must receive a written confirmation for the cancellation to be valid.
9.7 Cancellation Fee
If you cancel less than 24 hours before the scheduled appointment, or fail to enable our access without giving us at least 24 hours’ notice, you will owe and immediately be charged a cancellation fee equal to 100 % of the full cost of the scheduled service.
9.7A Cancellation fee with notice (Consumers, work under £2,000). If you are a Consumer, the price of the work on your Quotation or booking confirmation is under £2,000 (including VAT), and you cancel before our first visit with at least 24 hours’ notice at a time when you no longer have a right to cancel under clause 9.3 (for example because the 14-day cancellation period has ended), we charge a cancellation fee of 10 percent of that price, with a minimum of £25. The fee covers the diary time we held for you and the cost of arranging and cancelling your booking. We keep the fee from what you have paid and refund the rest under clause 6.9; if you have paid less than the fee, the difference is payable. Where the costs we have incurred or committed for your work under clause 9.4 are higher than the fee, we charge those costs instead of the fee, never both. This clause applies in place of clauses 9.1 and 9.2 for that cancellation. It does not apply when we cancel or postpone a visit (clause 9.9) or when you move a visit under clause 9.8. A cancellation with less than 24 hours’ notice is charged under clause 9.7.
9.8 Rescheduling. You may move a booked visit once, free of charge, by giving us at least 24 hours’ notice through the link in your confirmation email or by contacting our office. Further moves may be charged at the late-move charge shown on your booking confirmation, and a move requested with less than 24 hours’ notice is treated as a cancellation under clause 9.7.
9.9 Cancellation by us. If we have to cancel or delay a visit (for example because of weather, unsafe access, a safety concern, a wildlife licence season or the illness of a technician), we will rebook it at the earliest safe date, nothing is charged for the cancelled visit, and any deposit or payment is carried forward to the rebooked date. If we cancel the Contract altogether before starting work, we refund what you have paid in full. Where we postpone the work, any deposit or stage payment already paid is held against the rebooked date, and a stage payment not yet due is not invoiced until the rebooked work reaches that stage. If we postpone the work for a reason within our control, and not for a cause within clause 15, and we cannot give you a rebooked start date in writing, or we postpone the rebooked date again for such a reason, you may cancel by telling us in writing and we refund everything you have paid. If you are a Business Customer, the sentence about deposits and stage payments applies to you and clause 10 is your exit.
9.10 Multi-visit programmes. Where a programme of visits is priced as a whole (for example a three-visit treatment), the price is for the programme, not for each visit. If a programme is cancelled part way through, the visits already made are charged at the programme price divided by the number of visits the programme includes, for each visit made, and any amount paid for visits not yet made is refunded, less the deposit, which is non-refundable. This clause applies in place of clause 9.2 for the visits not yet made. Where your Quotation shows a programme as one price with the number of visits it includes, that total is the programme price; a programme price is never a price per visit. The programme price is for the control of the pest named on the Quotation in the treated areas and is not reduced if a later visit is shorter, or if our technician confirms on a visit that the treatment is complete before the last visit; if you cancel the programme before then, the rest of this clause applies.
9.11 Card disputes. If you paid by card and believe a sum should be refunded, please tell us under clause 20 first, so that we can agree the refund and pay it under clause 6.9. If your card provider reverses a payment and the sum was properly due under this Contract, it remains payable to us, together with the costs in clause 9.4, and clause 6.10 applies to its recovery.
10. Termination
10.1 Either Thornemere Ltd. or the customer may cancel this contract at any time without liability for such cancellation by providing written notice if:
10.1.1 There is a material breach of the contract, and the breaching party fails to remedy it within 14 days of receiving written notice. A breach is considered material if it has a significant impact on the cancelling party, regardless of whether it resulted from an accident, mistake, or misunderstanding.
10.1.2 Thornemere Ltd. or the customer becomes bankrupt, enters liquidation or administration, has a receiver appointed, or ceases (or threatens to cease) trading.
10.2 If the contract is cancelled under this clause, the customer will only be required to pay for the services provided up to the date of cancellation. Any amounts due will either be invoiced to the customer or deducted from any refund owed, depending on the payments made at the time of cancellation.
11. General Liability
11.1 Thornemere Ltd. holds public liability and employers’ liability insurance; details are available on request. Our liability is limited to the cost of the service provided, except in cases of gross negligence or wilful misconduct, and except for death or personal injury caused by our negligence or any other liability that the law does not allow us to limit or exclude. For Consumers, nothing in this clause affects your statutory rights.
11.2 Thornemere Ltd. accepts responsibility for any delay, loss or damage that the customer may encounter, provided it is a foreseeable result of our breach of these Terms and Conditions or our negligence or misconduct. A delay, loss or damage is considered foreseeable if it is an obvious consequence of such a breach or was reasonably contemplated by both parties at the time the contract was formed.
11.3 Thornemere Ltd. accepts no liability for delay, loss or damage arising from circumstances that are unforeseeable or beyond our reasonable control. This includes, but is not limited to, staff illness, power outages, mechanical equipment failure, severe weather conditions, or delays resulting from local authority regulations, access restrictions, or planning.
11.4 Any damage caused by our team will only be covered if rectification works and materials are arranged or approved in advance by Thornemere Ltd. Any matters beyond this may be handled through our insurance, details of which are available upon request.
11.5 Thornemere Ltd. shall not be liable for any indirect or consequential losses, including loss of profit, loss of business or business opportunities, or any business interruption.
11.6 Pre-existing and hidden defects. Thornemere Ltd. is not liable for defects or damage arising from pre-existing conditions or from anything not visible at the time of our inspection or quotation, including fragile roof lights, loft boards and insulation, decoration, hidden pipework, cables and services, rotten timbers or structural movement. Making good after our work (for example plastering, decoration, replacing loft boards or cutting back vegetation) is not included unless the Quotation says so. Where we excavate, or lift paving, slabs, tarmac, block paving, decking, turf or planting to carry out our work, we backfill and compact the ground, leave the surface safe, and relay any lifted slabs or turf that can be reused. Reinstating a surface to match the existing finish (for example new tarmac, paving, concrete, block paving, turf or planting) is included only where the Quotation prices it as a line. Where we open up internal fabric (for example plasterboard, plaster, a ceiling, floorboards or boxing) or lift roof tiles, slates or coverings to reach the work, we leave the opening safe, and weathertight where it is external, with a temporary cover, and we relay tiles and coverings we lifted for our own access like for like. Permanent reinstatement of internal fabric, decoration, render, pointing or roof coverings to match the existing finish is included only where the Quotation prices it as a line.
12. Data Protection and Marketing
12.1 We take data protection seriously, and any data we hold will only be collected, processed, and held in accordance with the Data Protection Act 2018, the UK General Data Protection Regulation, and any amendments to them. Our privacy notice, published on the website of the brand named in the Brand Schedule, explains what personal data we collect, why, how long we keep it and your rights. Booking, contract and invoice records are kept for at least 7 years for HMRC purposes.
12.2 Marketing. We only send you marketing (for example seasonal tips and offers) if you have opted in, and you can unsubscribe at any time using the link in any marketing email or by contacting our office. Messages about your booking, visits, reports and invoices are service messages, not marketing.
13. Other Important Terms
13.1 We may transfer (assign) our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party if we sell our business, for example. If such a transfer occurs, we will inform you in writing. Your rights under these Terms and Conditions will not be affected, and our obligations under these Terms and Conditions will be transferred to the third party, who will be bound by them.
13.1A All contracts, agreements, and arrangements entered into by the Company — whether for reactive works, planned preventative maintenance (PPM), or subscription-based services — shall be deemed fully assignable and transferable (‘saleable’) in the event of a sale of the business or its assets.
This includes but is not limited to:
• One-off or ongoing reactive works (including works in progress or recurring call-outs)
• Fixed-term or rolling PPM contracts
• Subscription services or retained service agreements
The Company shall ensure all such agreements are structured in a way that does not restrict their transfer to a purchaser, subject to any client consent required by law or the terms of the agreement. Where applicable, standard terms shall include a clause confirming the assignability of the contract without penalty in the event of sale or transfer of business ownership.
13.2 You may not transfer (assign) your obligations and rights under these Terms and Conditions (or the Contract) without our express written permission.
13.3 The Contract is between you and us and is not intended to benefit any other person or third party. Therefore, no other person or party will be entitled to enforce any provision of these Terms and Conditions.
13.4 If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, it will be severed from the Contract. However, the validity and enforceability of the remaining parts of the Contract will not be affected.
13.5 The fact that either party does not exercise or enforce their rights under these Terms and Conditions following a breach of contract does not mean that they have waived their right to do so at a later date.
13.6 Non-Solicitation of Employees and Contractors
13.6.1 The Client agrees that during the term of the Contract and for a period of 12 months following completion or termination of the Services, the Client shall not, without the prior written consent of Thornemere Ltd., directly or indirectly:
a) solicit or entice away;
b) employ or engage; or
c) attempt to employ or engage,
any employee, consultant, subcontractor, or representative of Thornemere Ltd. who has been materially involved in providing the Services to the Client.
13.6.2 This restriction applies whether such individual leaves Thornemere Ltd. voluntarily or otherwise.
13.6.3 In the event of a breach of this clause, the Client shall pay Thornemere Ltd. an associated fee equal to 25% of the individual’s gross annual remuneration at the time their engagement with the Client commences. The parties agree that this represents a genuine pre-estimate of the costs incurred by Thornemere Ltd., including recruitment expenses, training investment, and operational disruption.
13.6.4 This clause shall not apply where the individual responds to a bona fide public recruitment advertisement or recruitment process that is not specifically targeted at employees, contractors, or representatives of Thornemere Ltd.
13.6.5 The Client acknowledges that this clause is reasonable and necessary to protect Thornemere Ltd.’s legitimate business interests.
13.7 Entire agreement. These Terms and Conditions, the Brand Schedule, your Quotation and any variation agreed in writing under clause 6.6 are the whole agreement between us on their subject matter and replace any earlier terms, quotations or discussions on the same subject. Where a Quotation, report or other document we have given you reproduces an earlier version of our terms and conditions, these Terms and Conditions and the Brand Schedule replace that text. Where we have given you a written Quotation, it and any variation agreed in writing set out the scope and price, and replace any verbal price or earlier discussion about them. If you are a Business Customer, you confirm that you have not relied on any statement, promise or representation not set out in these documents, and no employee, surveyor or subcontractor of ours has authority to vary the Contract except in writing under clause 6.6. Nothing in this clause limits liability for fraud or, for Consumers, your statutory rights.
13.8 Notices. Notices under this Contract must be in writing and sent by email to the address shown on our Quotation or invoice (for notices to us) or to the email address you have given us (for notices to you), or by post to our registered office or to your address on the Quotation. An email is treated as received on the next working day after it is sent; a letter on the second working day after posting.
14. Governing Law
These Terms and Conditions, and any Contract between us, shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Force Majeure
Neither party will be liable to the other for any failure or delay in performing any obligations under the Contract if the failure or delay is due to a cause beyond their reasonable control. In such cases, the failure or delay will not be considered a breach of these Terms and Conditions or other terms of the Contract.
16. Guarantees
16.1 We want you to have confidence in the products and services we provide. The guarantee we give for each service is set out in the guarantee schedule in the Brand Schedule. Where the schedule states “no guarantee”, the service carries no guarantee beyond your statutory rights. For products supplied as part of our work, the manufacturer’s standard guarantees apply in addition. If you require details of any specific product guarantees, please contact us.
16.2 Every guarantee is conditional on:
• all payments for the original service being settled in full and on time (clause 16.2A);
• our recommendations (for example proofing, repairs or housekeeping) being carried out, by us or by you to our specification, by the date we state;
• the preparation and aftercare instructions for your service being followed;
• no structural change, alteration or tampering to the treated or proofed areas since the work; and
• the Property and the treated or proofed areas being maintained as advised.
Clause 16.2A applies to payment. Where any other condition is not met, we may reduce or exclude the guarantee, and we tell you in writing what we have reduced or excluded and why. Where a severe infestation or environmental factors beyond our control mean we cannot give the standard guarantee, the reduced guarantee or the exclusion is stated on your Quotation or written report.
16.2A Payment and your guarantee. The guarantee period runs from the completion date (clause 16.7), but we accept a claim under the guarantee only once every invoice for the work has been paid in full. If an invoice for the work is still unpaid 30 days after its due date, we may cancel the guarantee by telling you in writing. Paying after that does not restore the guarantee unless we agree in writing.
16.3 A guarantee covers re-treatment of the same pest issue, or repair of the same work, in the treated or proofed area if the problem recurs because the treatment or work failed. It does not cover a new problem from a different source, new entry routes, or areas not treated or proofed by us, which are new chargeable work.
16.4 Guarantee visits. If you report a problem under a guarantee and we cannot verify it from the photographs or information you provide, we may charge a call-out fee of £150 for a technician to attend and inspect. If our technician confirms a problem covered by the guarantee, we will honour the guarantee and the call-out fee will be refunded in full. If no covered problem is found, the call-out fee is not refundable. The access equipment included in the price of your option (clause 21.9) is for the original work only: where scaffolding, towers, cherry pickers or other access equipment is needed to attend a guarantee visit or to carry out guarantee work, it is a separate chargeable item, supplied by us at the price we quote you or arranged and paid for by you. This does not apply, and we bear the cost of that access, where the problem is one we must put right because we did not carry out the original work with reasonable care and skill. If you are a Business Customer, the cost of that access is chargeable to you in every case.
16.5 A guarantee is given only to the customer named on the Quotation, for the Property named on it. It does not pass to a new owner of the Property or to anyone else (for example a neighbour, tenant or landlord), and no one else may claim under it, unless your Quotation says so. Where the work covers more than one property or household, the Quotation names each customer and the part of the work that is theirs; each customer’s guarantee covers only their part, and clause 16.2A applies to the invoices for their part.
16.6 Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015.
16.7 Your guarantee statement. For every service that carries a guarantee, your Quotation states what is covered, the area or elements it covers (marked on a plan or photographs where the Brand Schedule requires it), how long it runs and from what date, the conditions, what is excluded, and whether it transfers to a new owner of the Property. Your accepted Quotation is your guarantee document. We may also give you a certificate that summarises your guarantee; if the certificate and your accepted Quotation differ, your accepted Quotation governs, except where the law requires us to honour a more favourable statement made to a Consumer. We keep a copy of your accepted Quotation and of the job sheet on your customer record. The guarantee runs from the completion date recorded on the job sheet (clause 4.6) unless the Brand Schedule states another start date. The guarantee statement on your accepted Quotation is the whole of the guarantee: a survey report, method statement, sales material or earlier document does not add to it, and where one of them describes a period or an area differently, the Quotation governs. If you are a Consumer, a written statement we made before you accepted that is more favourable to you applies to the extent the law requires; we correct any such difference in writing before you accept wherever we can.
16.8 If the problem continues. A treatment programme is for the control of the pest named on the Quotation in the treated area; it is not a promise that the pest will never return to the Property. A return of the same problem inside a guarantee period is handled under clauses 16.3 and 16.4. Where a service carries no guarantee, or the period has ended, a further visit is chargeable at the price shown on your Quotation for a further visit or, where none is shown, at the call-out price we tell you before we book it. Any further survey or investigation we recommend is a separate, optional and chargeable service, and we will say so when we recommend it.
17. Recorded Calls
We record telephone calls for training, quality and evidence. Recordings are held under our privacy notice and may be used to resolve any question about what was agreed.
18. Time Limits
All service delivery dates and times are provided as estimates. Except as clause 11 provides, we are not liable for delays; we will make every effort to meet the agreed schedule and minimise any inconvenience.
19. Extent of Survey
Our works will be based upon a thorough inspection of the areas you requested. If you notice any omissions or feel we have misunderstood your instructions, please contact us as soon as possible. Please note: our report reflects only the conditions observed at the time of inspection. We cannot accept responsibility for any hidden issues or problems that arise in the future. All quotations are valid for the period stated in clause 1.2. We encourage you to review the report and any attachments carefully.
Survey, consultation and attendance fees. Where we charge a fee for a survey, consultation, inspection or attendance, your Quotation or booking confirmation states the fee, what it delivers (for example a written report, an identification or a price), and whether and against which options it is credited if you proceed. The fee is payable whatever we find, including where the pest is not present, is a different species from the one reported, or has left before we arrive. The fee is credited only where your Quotation says it is credited and as it says; where your Quotation says nothing about a credit, the fee is not credited. Where a credit is stated, it is credited once, against the first Quotation for the work the survey recommends that you accept within that Quotation’s validity. Where we cannot deliver what the fee was for, we refund it under clause 6.9. Where the Quotation prices a service as our visit and the treatment or opening-up we carry out, that price is payable in full whether or not the pest, nest or colony is found, because the treatment is the service; the Brand Schedule states how this applies to each service.
20. Complaints and Opportunity to Cure
20.1 If you have a complaint, or identify any deficiency in the performance of Thornemere Ltd., you must tell us in writing without undue delay, by email to the address shown on your Quotation or invoice or by post to our registered office. We will acknowledge your complaint in writing.
20.2 Thornemere Ltd. shall be afforded a reasonable opportunity, which will normally be up to 30 days from the date of notification, to inspect, assess, and remedy any alleged defects. Thornemere Ltd. shall not be held liable for any losses, costs, or damages arising from alleged deficiencies unless and until Thornemere Ltd. has been given such opportunity to rectify the issue. The Customer acknowledges that, due to Thornemere Ltd.’s stringent quality control processes, the occurrence of such deficiencies is expected to be minimal.
21. Scaffolding Requirements and Working at Height
21.1 Scaffolding may remain on-site during and after our works. It will be installed safely and, where possible, discreetly. Adverse weather conditions may delay access or treatment—particularly for elevated work such as bird, wasp or roofing works—for safety reasons. In such cases, works will be rebooked at the earliest safe opportunity.
21.2 Where our work requires access to roofs, eaves, chimney stacks, or other high areas (e.g. for bird proofing, wasp nest treatment, bee removal, roofing or rodent ingress proofing), appropriate scaffolding or access platforms will be required.
21.3 If the Customer provides scaffolding or access equipment, it must comply with Thornemere Ltd.’s specifications. We reserve the right to refuse to work on any unsafe or non-compliant equipment. All third-party scaffolding must be erected by companies registered with a recognised trade body (e.g. NASC) and be supported by scaffold tags and weekly inspection records.
21.4 Only Thornemere Ltd. personnel or authorised professionals may access scaffolding provided by us. For safety reasons, customers and third parties must not use or interfere with scaffolding.
21.5 No other contractors may use, modify, or dismantle our scaffolding without prior written consent. Any unauthorised access or alteration will result in an additional safety inspection fee.
21.6 Where scaffolding is the access equipment included in the quotation, Thornemere Ltd. will supply and manage the setup, including pulley systems where necessary, safe working platforms (minimum 1.5m width), and suitable access provisions. Where a tower, a cherry picker or another form of access is used instead, this clause does not apply to it and clause 21.9 states what the price allows for.
21.7 Scaffold removal cannot be pre-scheduled. We arrange removal of the scaffold after completion; the date depends on the scaffold contractor. Full payment must be received before scaffold removal is arranged.
21.8 Customer-provided scaffolding must include:
Pulley and rope system (if specified)
Kickboards, 90cm safety rails, and safety netting
Wall anchors as required
Full saddle platform around chimney stacks or access points (minimum 13 bricks down if applicable)
Platforms at least four scaffold boards wide
A secured, concealed ladder
Scaffold alarm (where deemed necessary)
Erection at least two weeks prior to scheduled works
Photographic evidence of scaffold setup
Handover certificate and weekly inspection records
21.9 Access equipment in the price. Where the work needs access equipment (scaffolding, a tower, a cherry picker or other access equipment supplied by us), the price of each option includes it, and your Quotation shows it as its own line inside that option; the height and the work decide which equipment we use. There is no separate access charge and no weekly hire rate: the price allows for the equipment described, for the period we need it to complete the quoted work. Where you supply the access equipment, your Quotation says so, the option price does not include it, and clause 21.10 applies. Where a booking is made at a fixed booking price, the booking confirmation states the access included, and access equipment beyond that is quoted to you in writing before it is booked. If the work overruns for a reason we are responsible for, we bear the extra hire. If it overruns because the site was not ready, access was not given, or you asked for additional work, the extra hire and any standing time are chargeable under clause 5.2 at cost, and we tell you in writing what we are charging and why.
21.9A Scaffold design. Some scaffolds cannot be built to a standard layout, for example where nothing may be fixed to a listed building, where a saddle or platform sits on a roof or round a chimney, or where the scaffold stands on paving or uneven ground. The law then requires a bespoke scaffold design with calculations by a competent scaffold designer. Where your Quotation says that a scaffold design may be needed (for example on a listed building, a commercial site or a non-standard scaffold), the design fee, and any extra scaffold the design calls for (such as additional tubes, buttresses or weights), are not part of the fixed price under clause 3.6 and are charged in addition; we confirm the cost to you in writing before any design is ordered. Where your Quotation does not say so, any design needed is included in the price.
21.10 Customer-supplied access and aborted visits. Where you supply the access equipment, it must be in place, and compliant with clauses 21.3 and 21.8, by the date we give you. If it is not, the visit is a wasted visit under clause 5.2, and we may charge our hired plant, aborted delivery or collection charges and standing time at cost, as well as the cancellation fee under clause 9.7 where it applies. You are responsible for damage to the Property caused by the erection, use or removal of access equipment you supply, and we are responsible for damage caused by our own negligence in using it.
22. Other Terms and Information Regarding the Work
22.1 If party wall legislation applies, it is the responsibility of the client to obtain written authorisation from the neighbouring property owner to allow our work and scaffolding to proceed. We are unable to carry out any work on the neighbour’s section without such consent, and this will not have been included in our quotation. Should the neighbour wish to have work undertaken on their side of the building, we may provide them with a separate quotation for those works.
22.2 On some occasions we need to remove or open internal building fabric to carry out our work. Where we do, clause 11.6 says what we put back: the opening is left safe with a temporary cover, and permanent reinstatement, plastering and decoration are included only where the Quotation prices them as a line. The job sheet (clause 4.6) records every opening we make and its state when we leave.
22.3 If roofing fabric is damaged due to the erection of scaffolding required for our works, repairs to roof tiles or coverings are not included in our fixed quotation and may result in additional charges. As part of our commitment to customer care, we have—where possible—replaced damaged tiles prior to or during scaffold removal. However, such repairs are carried out purely as a gesture of goodwill and do not form part of our contractual obligations. We accept no liability for roofing repairs under the terms of this agreement. It is the responsibility of the property owner to ensure the roof is properly maintained and kept in good repair. Roofs that are aged or have not been regularly maintained are more susceptible to issues such as tile breakage.
If you are interested in obtaining a quote for roofing repairs, please contact your surveyor.
22.3A Our own scaffold. Clause 22.3 applies where you or someone else supplies the scaffold. Where the scaffold is supplied by us as part of the price of your option (clause 21.9), we repair, at no extra charge, roof tiles, slates or coverings broken by its erection, use or removal, and clause 11.2 applies to any other damage it causes. Tiles or coverings that were already broken, slipped or failing are not included (clause 11.6).
23. Duty of Care
Thornemere Ltd. recognises its duty of care to clients, the public, and the environment when carrying out our services. We are committed to:
• Using products and methods that are safe, lawful, and proportionate to the issue being treated.
• Minimising risk to non-target species, including pets and wildlife.
• Complying with all relevant legislation, including the Control of Pesticides Regulations 1986, COSHH Regulations 2002, and the Health and Safety at Work etc. Act 1974.
• Conducting risk assessments and using suitable protective equipment and controls.
• Providing clients with clear aftercare instructions to maintain safety and effectiveness of treatment.
The client also has a responsibility to:
• Follow all safety advice and post-treatment guidance.
• Inform us in advance of any vulnerable persons, pets, livestock, or environmental concerns on site (clause 5.1.9).
• Maintain treated areas and access points as advised, including prompt reporting of any changes or concerns.
The Client is responsible for preventing access to baited areas or treated zones by pets, wildlife, or other non-target animals. While Thornemere Ltd. takes every reasonable precaution to minimise risk to non-target species by using tamper-resistant bait stations and regulated products, we cannot accept liability for harm caused to animals that access treated areas, bait stations, or poisoned pests. It is the Client’s responsibility to monitor and restrict pet access as advised during and after treatment.
24. Brick Work Repair, Mortar Matching and Rubble Removal
Important: Unless specifically stated in your quote, the disposal of rubble, plaster, or building waste is not included. Where reinstatement, repointing or brickwork repair is included in your Quotation, we match the existing bricks, mortar and finish as closely as reasonably available materials allow; an exact match cannot be guaranteed, and where a listed building or a specified material (for example lime mortar) requires more, the Quotation says so.
25. Welfare Provisions
In accordance with the Construction (Design and Management) Regulations 2015 and the Workplace (Health, Safety and Welfare) Regulations 1992, the Client shall ensure that adequate welfare facilities are made available to the Contractor’s personnel for the duration of the works. This includes access to appropriate toilet and handwashing facilities, drinking water, and—where reasonably practicable—a suitable area for rest and refreshment. These facilities must be located on-site or within a reasonable walking distance of the work area.
If suitable welfare facilities are not provided, the Contractor reserves the right to:
• Pause or reschedule the works until minimum welfare standards are met, and/or
• Arrange for the hire of mobile welfare units, with all associated costs to be charged to the Client.
Brand Schedule: Sewerfix Drainage
This Schedule forms part of the Thornemere Ltd Terms and Conditions (version 3.9). Clause numbers refer to those Terms and Conditions. Where this Schedule states a different position on a point, this Schedule prevails for Sewerfix Drainage.
S1 Trading name. Thornemere Ltd (company number 09269881, VAT 216575110) trades as Sewerfix Drainage for the services in this Schedule. Our privacy notice is published on sewerfix.co.uk.
S2 Services. “Services” means the drainage services we provide: CCTV drain surveys, rat drain surveys, drain unblocking, high-pressure drain jetting, drain repairs, drain relining and related works. Drainage work may be delivered by our approved drainage subcontractors under clause 4.7. A CCTV or rat drain survey is an inspection of the runs named on your Quotation or booking confirmation with a camera, and its deliverable is a written report of what we found, with photographs and the video footage, issued when the survey is complete (clause 19). Clearing debris with low-pressure water where needed to get the camera through is included in the survey price as an allowance under clause 3.6; high-pressure jetting, descaling, root cutting and any repair are separate services, priced on your Quotation and carried out only on your written instruction. Where the survey cannot be carried out with the equipment we bring, we tell you before we leave site.
S3 Guarantee. Our work is guaranteed against defects in workmanship for 12 months from the date of the visit, except drain repairs, relining and one-way drain valves, which carry no guarantee (S4). The guarantee applies whether the work is carried out by our own technicians or by our approved drainage subcontractor (clause 4.7); a claim is made to us, not to the subcontractor. The guarantee does not cover blockages caused by misuse (wipes, fats, sanitary items) or by structural defects outside the scope of the booked work. Clause 16.4 (the £150 call-out where a reported problem cannot be verified from the photographs or information you provide) applies.
S4 Guarantee schedule. Clause 16 and S3 apply to every row.
Drain unblocking and high-pressure jetting. What is guaranteed: Workmanship: the blockage cleared on the visit. For how long: 12 months from the date of the visit. Conditions (in addition to clause 16.2): The drain used as intended. What is excluded: Blockages caused by misuse (wipes, fats, sanitary items); structural defects outside the scope of the booked work; recurrence from a defect identified on the report and not repaired.
CCTV drain surveys and rat drain surveys. What is guaranteed: No guarantee: the survey reports the conditions found on the day, with a written report, photographs and video (clause 19 and S2). The survey fee is credited against remedial work quoted from the survey where your Quotation says so, and then once only, if you proceed within the Quotation’s validity. For how long: None. What is excluded: Conditions not visible to the camera on the day; high-pressure jetting, descaling and root cutting (separate services, S2); problems arising later.
Drain repairs and relining. What is guaranteed: No guarantee. For how long: None. What is excluded: The whole of the repair or lining work.
Drain-fly and drain-related pest treatments sold with drainage work. What is guaranteed: No guarantee on fly activity: the treatment reduces the breeding site we found; re-entry from the sewer or from drains we did not treat is not covered (as the flies row in the PGH Pest Control & Prevention Brand Schedule). For how long: None. Conditions (in addition to clause 16.2): The drain used as intended. What is excluded: Fly activity; overflows and blockages after the visit unless caused by a defect in our work (clause 16.3).
One-way drain valves (rat blockers) fitted by us. What is guaranteed: No guarantee. For how long: None. What is excluded: The whole of the valve work.
Version v1.11-2026-10-22. For questions before booking call 01483 387 418.
Version v1.11-2026-10-22. Questions? Call 01483 387 418.