Online Pest Clinic Terms

Full Terms & Conditions

Online Pest Clinic Consultation Terms & Conditions

iX5 Pest Control is a trading name of iX5 Environmental Services Ltd, a company registered in England & Wales (Company No. 14460986).
Registered Office: Thistledown Barn, Holcot Lane, Sywell, Northampton, NN6 0BG
VAT Registration No: 428 0982 78

These Terms and Conditions apply to all online consultation services provided by iX5 Environmental Services Ltd (“the Company”).
The term “Client” refers to any person or organisation booking or receiving an online consultation.

By booking or participating in an Online Consultation, the Client confirms that they have read, understood, and agreed to these Terms and Conditions in full.

1. Booking and Payment

1.1 All Online Consultations must be booked in advance through our office.
1.2 Consultations must be paid for in full at the time of booking. No appointment will proceed without full cleared payment.
1.3 Payment is non-refundable unless expressly provided for in these Terms and Conditions.
1.4 Online Consultations are offered in 30-minute or 60-minute maximum durations. These durations are fixed and early termination of a consultation does not entitle the Client to a refund or discount.

2. Platform and Technical Requirements

2.1 Online Consultations are conducted exclusively via Microsoft Teams. The Company will not use alternative platforms under any circumstances.
2.2 Clients must ensure they have:

• a suitable mobile phone capable of being carried around the property,
• a functioning camera, microphone, and speaker,
• a stable mobile or Wi-Fi network capable of providing clear video and audio coverage throughout the premises.
• charged the mole phone prior to the start of the consultation.

2.3 The Company accepts no responsibility for issues arising from the Client’s equipment, network, or technical limitations.

2.4 Following booking, the Client will receive a unique Microsoft Teams link. This link must be used to access the consultation and should be tested at least 5 minutes before the appointment time.

2.5 If a client has not received the link to appointment they must contact The Company at least 24 hours prior to the appointment, or for bookings made less than 24 hours in advance of the appointment, at least one hour prior to the appointment.

3. Preparation for the Consultation

3.1 Upon booking, the Client will receive a copy of our Preparation for an Online Consultation Instructions, which form an integral part of these Terms and Conditions.
3.2 The Client must read and comply with these instructions in full before the consultation.
3.3 If the Client cannot meet the preparation requirements, they must contact the Company prior to the appointment.
3.4 The Company accepts no liability where the Client fails to prepare adequately, fails to follow the instructions, or does not provide clear or sufficient visual or verbal information during the consultation.

4. Attendance, Punctuality and Technical Failures

4.1 Appointment time begins at the scheduled start time, whether or not the Client is present.

4.2 The Company representative will wait up to 15 minutes for the Client to join the consultation.
If the Client has not joined within this time, the Company may treat the appointment as cancelled by the Client and no refund or alternative appointment will be offered.

4.3 If the Company is unable to join the appointment due to a Company-side technical failure, an alternative appointment will be offered at no additional cost.

4.4 No refund or replacement consultation will be given if the consultation cannot proceed due to:

• insufficient battery charge on the Client’s device;
• inadequate Wi-Fi or mobile network coverage;
• non-functioning camera, microphone, or speaker;
• any other Client-side technical or practical issue.

Any alternative appointment offered in these circumstances is solely at the Company’s discretion.

5. Cancellation and Rescheduling

5.1 Clients may cancel or request to reschedule an appointment by giving a minimum of 48 hours’ notice.
5.2 Cancellations made with less than 48 hours’ notice are non-refundable.
5.3 Requests to reschedule with less than 48 hours’ notice may be granted at the Company’s sole discretion.

6. Nature and Limitations of the Online Consultation

6.1 Online Consultations provide advice only and do not constitute an in-person inspection, physical survey, or guarantee of findings.
6.2 The consultation is based solely on information the Client provides through video, audio, photographs, description, or other means.
6.3 The Client must ensure clear visibility and audibility throughout the consultation.

6.4 The Company is not liable for:

• misinterpretation of video or audio supplied by the Client;
• incomplete, inaccurate, unclear, or misleading information provided by the Client;
• any damage, injury, loss, or harm arising from the Client’s failure to follow, properly apply, or correctly interpret any advice given;
• any actions taken by the Client before, during, or after the consultation;
• any consequences arising from factors that were not visible or disclosed during the consultation.

6.5 Advice provided is based solely on what is reasonably observable remotely. No warranty or guarantee is given that recommendations will resolve the issue without further professional intervention.

7. Health and Safety

7.1 Clients must not undertake any unsafe actions during the consultation, including but not limited to:

• climbing, accessing hazardous areas, or entering lofts/voids;
• handling chemicals, pesticides, or traps during the call;
• approaching dangerous animals or situations.

7.2 The Company accepts no liability for any injury, accident, or harm to the Client or any other person or animal arising from actions taken during or following the consultation.

7.3 Traps can be dangerous and pose a risk of injury. The company accept no liability for any injury or other adverse incident arising from a client handling, setting, placing or using traps at any time before, during or after any online consultation.

8. Recordings and Data Handling

8.1 All Online Consultations are recorded for the sole purpose of evidential protection in case of future claims or disputes.
8.2 Recordings are stored securely and are not routinely accessed.
8.3 Recordings are not provided to Clients as part of the service.
8.4 Recordings are normally retained for up to two years, after which they may be securely deleted.
8.5 All other personal data is handled in accordance with the Company’s Privacy Policy, available at www.ix5.uk, and in compliance with the UK GDPR and Data Protection Act 2018.

9. Summary Notes

9.1 The Client will receive a written summary of key points discussed during the consultation within three working days.
9.2 Summary notes are provided as guidance only and do not replace the Client’s responsibility to act safely and appropriately following the consultation.

10. Intellectual Property

10.1 All advice, documents, reports, photographs, video content, written materials, and resources provided by the Company remain the Intellectual Property of iX5 Environmental Services Ltd.
10.2 No material may be reproduced, distributed, published, or shared without the Company’s prior written permission.

11. Limitation of Liability

11.1 Nothing in these Terms excludes liability for death or personal injury caused by the Company’s negligence, or for any other liability that cannot legally be excluded.
11.2 To the fullest extent permitted by law, the Company shall not be liable for:

• indirect, consequential, or economic loss;
• loss of profits, business, opportunity, or goodwill;
• any errors or omissions caused by incomplete or unclear information provided by the Client;
• actions taken by the Client in reliance upon the advice.

11.3 The Company’s total liability arising from any single consultation shall not exceed the total fee paid for that consultation.

12. Consumer Rights

12.1 If the Client is a consumer, they may have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
12.2 By booking a consultation to take place within 14 days of purchase, the Client agrees that the service begins immediately and waives the statutory 14-day cooling-off period to the extent permitted by law.

13. Governing Law and Jurisdiction

13.1 These Terms and any dispute arising out of them shall be governed exclusively by the laws of England and Wales.
13.2 The courts of England and Wales shall have exclusive jurisdiction over all disputes arising from or related to the services provided.

Acceptance of Terms

By booking and proceeding with an Online Consultation, the Client confirms acceptance of these Terms and Conditions in full.