Last updated: 01/04/2026

This Booking & Cancellation Policy explains how Rat King Pest Control handles service bookings, call-outs, cancellations, rescheduling and refunds.

1. About us

Rat King Pest Control
Owner: Jason Stratford
Address: Rat King Pest Control, Churchdale Road, Eastbourne, England
Email: admin@ratkingpestcontrol.co.uk
Phone: 01323 409208
Website: www.ratkingpestcontrol.co.uk

2. Making a booking
Bookings may be made by phone, email, website form, social media message, or any other method we make available. A booking is only confirmed once we have accepted it and, where applicable, provided confirmation by message, email, invoice or appointment confirmation. We may ask for details about the pest issue, property type, access arrangements and any relevant health and safety information before confirming a booking.

3. Quotations and pricing
Any price shown on our website is for general guidance unless clearly stated otherwise. Quoted or estimated pricing may be based on the information available at the time. Final charges may change if the actual infestation, access requirements, treatment needs, proofing needs, safety requirements or property conditions differ from what was originally described. Where additional work is needed, we will explain this to you before proceeding wherever reasonably possible.

4. Deposits and advance payments
We will require a deposit or advanced payment to secure certain bookings, particularly for larger jobs, specialist treatments, proofing work, sanitation work, materials-heavy jobs, or appointments requiring significant travel time. Any deposit terms will be explained at the time of booking.

5. Domestic consumer bookings
If you are a consumer booking at a distance, such as online, by phone, email or message, or booking off-premises, you may have cancellation rights under the Consumer Contracts Regulations 2013. These Regulations generally give consumers 14 days to cancel a service contract from the day the contract is made. If you ask us to begin the service during that 14-day period, and later cancel before the service is fully completed, you may still have to pay for the part of the service already carried out. The Regulations require that amount to be proportionate. If you ask us to begin the service within the cancellation period and the service is then fully completed within that period, your right to cancel may end once performance is complete, provided the legal conditions for that are met.

6. Express request to start work early
Where applicable, if you would like us to attend or begin work within your cancellation period, you may be asked to confirm that:

  • you want the service to begin before the end of the 14-day cancellation period
  • you understand that you may have to pay for work carried out if you cancel after the service has started
  • you understand that if the service is fully completed within the cancellation period, you may lose your right to cancel

7. Commercial bookings
Business-to-business and commercial bookings are generally not subject to the same consumer cancellation rights as domestic consumer bookings. For commercial work, cancellation terms will be those agreed at the time of booking, quotation or contract. Consumer 14-day cooling-off rights generally apply to consumer, not most business, contracts.

8. Customer cancellations
If you need to cancel or rearrange an appointment, please contact us as soon as possible. We ask for as much notice as possible. The following terms may apply unless we agree otherwise:

  • cancellations with at least 48 hours’ notice: no cancellation fee in most cases
  • cancellations with less than 48 hours’ notice: we may retain a deposit or charge a reasonable cancellation fee
  • cancellations on the day of the appointment, missed appointments, or where we cannot gain access: we may charge a call-out fee, retain a deposit, or charge for time lost and any materials already allocated

Any cancellation charge will be limited to a reasonable amount reflecting losses suffered, time reserved, travel, and any materials or preparation already committed.

9. Rescheduling
We will try to accommodate requests to rearrange appointments where reasonably possible. A rearranged appointment may still be treated as a late cancellation if very short notice is given or if materials, labour or travel have already been committed.

10. Missed appointments and access
If we attend an appointment and are unable to gain access, or the property is not ready for treatment, we may:

  • treat this as a missed appointment
  • charge a call-out fee
  • require a new appointment to be booked
  • require advance payment before rebooking

11. Emergency and same-day call-outs
Emergency or same-day appointments are arranged subject to availability. Because these appointments often involve reserving urgent time in our schedule, once confirmed they will be non-refundable if cancelled at short notice.

12. If we need to cancel or reschedule
We may need to rearrange or cancel an appointment due to illness, unsafe conditions, severe weather, vehicle issues, supply issues, or other events outside our reasonable control. Where this happens, we will aim to offer an alternative appointment as soon as reasonably possible. If we cannot provide the service, any payment made for the cancelled appointment that relates to unperformed work will be refunded.

13. Refunds
Refunds, where due, will normally be made using the original payment method unless agreed otherwise. No refund will usually be offered for:

  • services already carried out
  • missed appointments caused by no access or customer absence
  • materials already used or specially ordered
  • completed services where the legal right to cancel has been lost following an express request and full performance within the cancellation period

Nothing in this policy affects any rights you may have under consumer law, including rights relating to services not carried out with reasonable care and skill. The Consumer Rights Act 2015 provides consumers with remedies where services are not performed with reasonable care and skill.

14. Pest activity after treatment
Some pest control services require more than one visit, a period of monitoring, customer cooperation, proofing, sanitation or habitat changes to be effective. Unless specifically stated in writing, no booking guarantees immediate or permanent elimination of pest activity after one visit. Any retreatment period, service guarantee or revisit terms will be set out in your quote, booking confirmation or service paperwork where applicable.

15. How to cancel
To cancel or rearrange an appointment, please contact us using the details below:

Rat King Pest Control
Email: admin@ratkingpestcontrol.co.uk
Phone: 01323 409208

Alternatively, existing clients should contact their technician directly with their provided number and/or email address.

If you are a consumer and have a legal right to cancel, you can tell us clearly by email, message or in writing before the cancellation period ends.

16. Changes to this policy
We may update this Booking & Cancellation Policy from time to time. Any updated version will be posted on this page.

We need your consent to load the translations

We use a third-party service to translate the website content that may collect data about your activity. Please review the details in the privacy policy and accept the service to view the translations.