GUARANTEE & WARRANTY – APPLICATION AND PRECEDENCE OF THESE TERMS
ZEROPEST AUSTRALIA – GUARANTEE & WARRANTY TERMS AND CONDITIONS
If you're new to Zeropest Australia and have a question regarding your upcoming pest service, completed service, Terms & Conditions, Guarantees, Warranties or FAQs, you've come to the right place.
GUARANTEE & WARRANTY – APPLICATION AND PRECEDENCE OF THESE TERMS
These Zeropest Australia Guarantee and Warranty Terms and Conditions apply to all guarantees and/or warranties offered or provided in connection with Zeropest Australia pest-control treatments, services, proofing works and associated works.
Where any guarantee or warranty statement appearing on the Zeropest Australia website, advertising, promotional material, quotation, invoice, receipt, report, treatment documentation, email, SMS, digital communication or other Zeropest Australia material is abbreviated, summarised, inconsistent with, or does not contain the complete conditions stated within these Guarantee and Warranty Terms and Conditions, these Terms and Conditions will apply and take precedence to the fullest extent permitted by law.
All advertised or stated guarantee periods, including 14-Day, 3-Month, 6-Month, 12-Month, 5-Year and Lifetime Guarantees, must be read together with these Guarantee and Warranty Terms and Conditions and remain subject to the applicable conditions, exclusions, customer obligations, maximum guarantee attendances and refund provisions contained herein.
For the avoidance of doubt, references including “FREE return,” “we will return FREE,” “return FREE until eradication is achieved,” “Pest-Free Guarantee,” “Written Pest-Free Guarantee” and “Lifetime Guarantee” do not provide an unlimited number of free service attendances. All such statements are subject to the applicable terms, limitations and maximum number of guarantee/warranty attendances specified within these Terms and Conditions.
Nothing within these Guarantee and Warranty Terms and Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
DO YOU GUARANTEE YOUR WORK?
YES.
Zeropest Australia guarantees and/or warranties are conditional upon the Customer, Client, Agent and/or Authorised Person adhering to, implementing and completing all recommendations, required remedial works and proofing works and/or engaging Zeropest Australia to complete works where applicable, as stated and documented in official Zeropest Australia paperwork, reports, receipts and/or digital documentation.
Payment must be made in full on the day of treatment and/or by the due date stated on the applicable invoice.
The following Guarantee and Warranty Terms and Conditions apply.
(1) 14-DAY PEST-FREE GUARANTEE – ALL COVERED PEST TYPES EXCLUDING TIMBER PESTS
Zeropest Australia's 14-Day Pest-Free Guarantee applies to all covered pest treatments, excluding timber pests. The original targeted pest infestation is expected to be eradicated within 14 days following the initial treatment, subject to these Guarantee and Warranty Terms and Conditions.
IF THE ORIGINAL TARGETED PEST INFESTATION HAS NOT BEEN SUCCESSFULLY ERADICATED WITHIN 14 DAYS, ZEROPEST AUSTRALIA WILL RETURN FREE OF CHARGE UNDER GUARANTEE.
Where eradication has not been achieved within the initial 14-day period, Zeropest Australia will continue to provide FREE guarantee re-attendances until the original targeted infestation is successfully resolved, subject to a maximum of two (2) additional FREE guarantee attendances following the initial treatment.
The additional FREE attendances may include re-inspection, further investigation, replenishment or adjustment of baits, additional treatment and/or other reasonable treatment measures considered necessary by Zeropest Australia.
All FREE guarantee return attendances are subject to the applicable guarantee period, customer obligations, exclusions, maximum number of attendances and refund provisions contained within these Terms and Conditions.
MAXIMUM OF TWO ADDITIONAL FREE GUARANTEE ATTENDANCES
Unless a specific guarantee within these Terms and Conditions expressly provides otherwise, Zeropest Australia will provide a maximum of two (2) additional FREE guarantee attendances following the initial treatment in an attempt to successfully resolve the original targeted pest infestation.
Where the original covered pest infestation has not been successfully resolved following the initial treatment and the maximum two (2) additional FREE guarantee attendances, the applicable refund provisions contained within these Terms and Conditions will apply.
Section (7) is a specific exception to this provision and provides only one (1) FREE return attendance where required rodent entry-point proofing has not been completed, has only been partially completed, or cannot reasonably be completed due to the construction or design of the building.
RODENT TREATMENTS
For mice and rat treatments, all guarantee/warranty re-attendances, concealed or inaccessible entry-point conditions, proofing requirements, exclusions and refund provisions are additionally subject to the specific Rodent Guarantee & Warranty provisions contained in Section (10).
(2) 12-MONTH WRITTEN PEST-FREE GUARANTEE – SPIDER TREATMENT / GENERAL PEST SPRAY
Zeropest Australia's 12-Month Written Pest-Free Guarantee for Spider Treatment / General Pest Spray applies to the targeted pests covered by the treatment, including webbing spiders, garden cockroaches, millipedes, centipedes, slaters and harlequin bugs.
The guarantee applies to reinfestation and is conditional upon the Customer, Client and/or Authorised Person completing and maintaining all recommendations, preparation requirements and proofing works documented by Zeropest Australia in official paperwork, reports, receipts and/or digital documentation.
As part of the treatment program, all internal and external spider webbing must be removed seven (7) days after the initial treatment, unless otherwise advised by Zeropest Australia. Removal of existing webbing assists with monitoring subsequent spider activity and reinfestation.
Failure to act upon, implement, complete or comply with Zeropest Australia's documented recommendations, advice or treatment requirements may void or cancel the applicable contractual guarantee and/or refund entitlement, subject to applicable law.
IMPORTANT – WHAT THE 12-MONTH GUARANTEE MEANS
It is normal and expected that spiders and other insects may occasionally be observed during the 12 months following treatment.
A General Pest Spray does not create a physical barrier that prevents insects from entering your property, grounds or dwelling. Webbing spiders, garden cockroaches, millipedes, centipedes, slaters, harlequin bugs and other insects may continue to enter treated areas from surrounding environments.
The treatment provides a residual insecticidal treatment. A pest must generally contact or absorb a sufficient amount of the residual pesticide before the treatment takes effect.
Accordingly, pests will not necessarily die immediately upon entering a treated area. Depending on the pest species, level of exposure and environmental conditions, a period of time may be required following contact with the treated surface before the pest is affected and dies.
The occasional presence of an insect or spider following treatment does not, by itself, constitute treatment failure or reinfestation.
ANTS & TERMITES ARE NOT INCLUDED
Ants and termites are NOT covered under the Spider Treatment / General Pest Spray guarantee.
Ant and termite infestations require separate inspection and/or targeted treatment using pest-specific products and treatment methods. Where required, these services are available as separate targeted treatments at an additional cost.
(3) 5-YEAR WRITTEN PEST-FREE GUARANTEE – RAT, MICE, POSSUM AND BIRD TARGETED TREATMENTS
Zeropest Australia's 5-Year Written Pest-Free Guarantee for applicable rat, mice, possum and bird targeted treatments is conditional upon the Customer, Client and/or Authorised Person completing and maintaining all required proofing works, repairs and recommendations identified and documented by Zeropest Australia in official paperwork, reports, receipts and/or digital documentation.
Failure to act upon, implement, complete or comply with Zeropest Australia's documented recommendations, advice, proofing requirements or treatment program may void or cancel the applicable contractual guarantee, subject to applicable law.
RAT & MICE
For rat and mice treatments covered by the 5-Year Written Pest-Free Guarantee, Zeropest Australia will provide a maximum of two (2) additional FREE guarantee/warranty attendances following the initial treatment, subject to the Customer having completed the required proofing works and complied with these Terms and Conditions.
Where the covered rodent problem cannot be successfully resolved following those attendances, the applicable refund provisions will apply.
All rat and mice guarantees under this section are subject to the detailed Rodent Guarantee & Warranty provisions contained in Section (10).
INTERNAL BLOCKING
Any internal blocking undertaken by Zeropest Australia at the time of the initial treatment and provided FREE of charge is intended only as an additional measure to deter or restrict rodent activity or movement from within the dwelling.
Free internal blocking is not considered comprehensive rodent proofing and is not included under the 5-Year Written Pest-Free Guarantee or any other proofing guarantee/warranty.
(4) LIFETIME WRITTEN PEST-FREE GUARANTEE – RAT, MICE, POSSUM AND BIRD TARGETED TREATMENTS
Zeropest Australia's Lifetime Written Pest-Free Guarantee for applicable rat, mice, possum and bird targeted treatments is conditional upon the Customer, Client and/or Authorised Person engaging Zeropest Australia to complete all required proofing and entry-point works identified and documented in official Zeropest Australia paperwork, reports, receipts and/or digital documentation.
The Lifetime Guarantee applies only to the property owner or occupier named at the time of treatment and is not transferable to any subsequent owner, occupier or other party.
RAT & MICE
For rat and mice treatments covered by the Lifetime Written Pest-Free Guarantee, Zeropest Australia will provide a maximum of two (2) additional FREE guarantee/warranty attendances following the initial treatment, subject to the required Zeropest Australia proofing works having been completed and these Terms and Conditions having been complied with.
Where the covered rodent problem cannot be successfully resolved following those attendances, the applicable refund provisions will apply.
All rat and mice guarantees under this section are subject to the detailed Rodent Guarantee & Warranty provisions contained in Section (10).
MICE EXTERMINATION – INTERNAL BLOCKING
Any internal blocking undertaken by Zeropest Australia at the time of the initial mice treatment and provided FREE of charge is intended only as an additional measure to deter or restrict rodent movement or entry from within the dwelling.
Free internal blocking is not considered comprehensive rodent proofing and is not covered by the Lifetime Guarantee or any other proofing guarantee/warranty.
(5) 6-MONTH WRITTEN PEST-FREE GUARANTEE – TARGETED ANT TREATMENT
Zeropest Australia's 6-Month Written Pest-Free Guarantee for Targeted Ant Treatment is subject to the Customer, Client and/or Authorised Person completing and maintaining all recommendations, proofing works, sanitation measures and other requirements documented by Zeropest Australia in official paperwork and/or digital documentation.
Failure to act upon, implement, complete or comply with Zeropest Australia's documented recommendations, advice or treatment program may void or cancel the applicable contractual guarantee, subject to applicable law.
The guarantee applies to reinfestation of the treated property by the targeted ant species, subject to the applicable terms and conditions of the treatment.
IMPORTANT – TREATMENT TIMEFRAME
Ant treatments may take up to 28 days to achieve effective control following the initial treatment and following any subsequent guarantee treatment.
This is due to ant colonies potentially consisting of multiple nests located at varying distances from the treated property, with ongoing foraging activity occurring while the treatment is transferred throughout the colony.
Ant treatment does not create a physical barrier and cannot prevent ants from entering or attempting to enter the property or dwelling. The purpose of the treatment is to control the targeted ant infestation and associated colony activity.
(6) GERMAN COCKROACH, PANTRY MOTH, BED BUG, WASP, BEE AND NON-LISTED PEST GUARANTEES
German cockroach, pantry moth, bed bug, wasp, bee and other non-listed pest treatments DO NOT automatically include a guarantee period unless specifically advised by Zeropest Australia following inspection and/or treatment and documented on the applicable receipt, invoice, report or digital paperwork.
These pests can require different treatment methods, multiple treatments and/or ongoing treatment programs depending on the pest species, severity and extent of infestation, environmental conditions and individual property circumstances.
Where Zeropest Australia provides a written guarantee for one of these treatments, that guarantee is subject to the Customer, Client, Agent and/or Authorised Person following and completing all recommendations, preparation requirements, treatment programs, sanitation requirements and other instructions documented by Zeropest Australia.
Failure to act upon, implement, complete or comply with Zeropest Australia's documented recommendations, advice or required treatment program may void or cancel the applicable contractual guarantee, subject to applicable law.
GUARANTEE INVESTIGATIONS – CUSTOMER NON-COMPLIANCE
Where a Customer requests a guarantee investigation or additional pest service and Zeropest Australia determines that further pest activity has resulted from failure to follow, implement or complete the recommendations, instructions or treatment program documented by Zeropest Australia, the attendance will not be covered as a FREE guarantee service.
In these circumstances, a $300.00 + GST call-out and investigation fee will apply, together with any additional treatment charges required.
All applicable charges must be paid prior to commencement of any further treatment.
(7) WHAT IF I DON'T WANT TO BLOCK ANY MICE OR RAT ENTRY POINTS – DO I STILL RECEIVE A GUARANTEE?
Yes. If you choose not to complete the recommended mice and/or rat entry-point blocking works, Zeropest Australia will still provide a 3-month rodent treatment guarantee from the date of the initial treatment.
However, rodent proofing is strongly recommended. The purpose of identifying and blocking entry points is to reduce the likelihood of mice and rats re-entering the property after the initial infestation has been controlled.
Where identified entry points have not been blocked, have only been partially blocked, or cannot reasonably be blocked due to the construction or design of the building, the guarantee will be limited to one (1) FREE return attendance only.
This return attendance may include re-inspection and additional treatment where required.
Continued or subsequent rodent activity caused by unresolved or unblocked entry points may require further treatment and/or proofing at an additional charge.
The one (1) FREE return attendance under this section is a specific exception to the general maximum of two (2) additional FREE rodent guarantee/warranty attendances provided under other applicable rodent guarantees.
(8) IF I AM STILL HEARING MICE OR RAT NOISES, WILL YOU COME BACK?
Yes. If you continue to hear or observe mice or rat activity following treatment, Zeropest Australia will return FREE of charge under the applicable guarantee or warranty to re-inspect the property and, where required, replenish or adjust rodent baits and treatment measures.
A guarantee re-attendance will generally be undertaken after a minimum of 14 days from the initial treatment, allowing sufficient time for the treatment program to take effect.
In some circumstances, this period may be extended to 21 days or longer at Zeropest Australia's discretion where environmental, structural or access conditions may delay or hinder the treatment process.
These circumstances may include animals being housed or fed on the treatment property or neighbouring properties, including chickens, rabbits, dogs, cats or birds; attached or adjoining dwellings; concealed or inaccessible rodent entry points; restricted access; and building construction or design that may allow continued rodent movement.
The number of FREE re-attendances available will be determined by the specific guarantee applicable to the treatment and these Guarantee and Warranty Terms and Conditions.
(9) WHAT ARE YOUR GUARANTEE AND WARRANTY TERMS AND CONDITIONS?
Zeropest Australia guarantees and/or warranties are conditional upon the Customer, Client, Agent and/or Authorised Person adhering to, implementing and completing all recommendations, remedial requirements and/or proofing works identified by Zeropest Australia.
All recommendations and required works will be stated and documented within official Zeropest Australia paperwork, reports, invoices, receipts and/or digital documentation.
Where proofing, repairs, maintenance or other remedial works are recommended, these works must be completed within a reasonable timeframe by the Customer, Client, Agent, Authorised Person, an appropriately qualified tradesperson and/or by engaging Zeropest Australia where the required works fall within our scope of service.
Failure to act upon, implement, complete or maintain documented recommendations and/or required proofing or remedial works may affect, suspend or void the applicable contractual guarantee and/or warranty where those circumstances contribute to continued or recurring pest activity.
For specific mice and rat guarantee/warranty conditions, concealed or inaccessible entry points, new rodent ingress, exclusions, maximum re-attendances and refund provisions, refer to Section (10).
(10) RODENT GUARANTEE & WARRANTY – MICE AND RATS
All mice and rat guarantees and warranties provided by Zeropest Australia are subject to the conditions, limitations and exclusions contained within this section.
A rodent guarantee or warranty applies to the applicable treatment and rodent-control works undertaken by Zeropest Australia and does not constitute an unconditional guarantee that mice or rats can never enter or re-enter a building.
CONCEALED, HIDDEN OR INACCESSIBLE ENTRY POINTS
Rodent entry points can be concealed within building structures and may not be visible or reasonably accessible during the initial inspection or treatment.
Where mice and/or rats continue to enter a property following treatment and/or completion of applicable rodent entry-point blocking works, Zeropest Australia will undertake further investigation under the applicable guarantee or warranty.
Where the remaining rodent entry point cannot be located because it is concealed, hidden within the building structure, inaccessible, unsafe to access, or cannot reasonably be inspected due to the construction or design of the property, the applicable guarantee/warranty will be limited to the maximum number of FREE re-attendances stated within these Terms and Conditions.
Where Zeropest Australia is unable to reasonably locate, access or prevent mice and/or rats from continuing to gain entry into the dwelling, roof void, wall cavities, subfloor or other concealed areas, the applicable refund provisions contained within these Terms and Conditions will apply after the permitted FREE guarantee attendances have been exhausted.
IMPORTANT DISTINCTION – CONCEALED ENTRY POINTS VS CUSTOMER NON-COMPLIANCE
A concealed, hidden or inaccessible entry point that could not reasonably be identified or accessed by Zeropest Australia will not, by itself, invalidate an otherwise applicable guarantee.
However, where Zeropest Australia has identified and documented an entry point, building defect, proofing requirement, repair, maintenance issue, sanitation requirement or other corrective action and the Customer, Client, Agent and/or Authorised Person fails to complete or maintain the required
All Zeropest Australia guarantee and/or warranty claims and enquiries are to be submitted in writing by email to: customerservice@zeropests.com.au
The email should include the Customer's name, treatment address, details of the pest activity being reported and any other information reasonably requested by Zeropest Australia to assist with assessment and investigation of the claim.
Zeropest Australia will endeavour to assess, process and/or complete guarantee and warranty claims within 21 days of receiving the claim, subject to property access, service availability, the nature of the reported pest activity and any further investigation that may reasonably be required.
FREE GUARANTEE / WARRANTY RE-ATTENDANCES
Where a FREE guarantee or warranty re-attendance is applicable, the attendance will be scheduled in accordance with Zeropest Australia's current service schedule and availability, including when Zeropest Australia is next servicing the Customer's area.
Guarantee and warranty re-attendances are not emergency or priority call-out services unless otherwise agreed by Zeropest Australia.
All FREE guarantee and warranty re-attendances are subject to the applicable conditions, exclusions and maximum number of FREE attendances contained within these Guarantee and Warranty Terms and Conditions.
Where the applicable guarantee provides for a maximum of two (2) additional FREE guarantee/warranty attendances following the initial treatment, and the original covered pest infestation cannot be successfully resolved following those attendances, the applicable refund and finalisation provisions contained within these Terms and Conditions will apply.
CUSTOMER NON-COMPLIANCE
Where a guarantee/warranty claim or investigation determines that continued or recurring pest activity has resulted from the Customer, Client, Agent and/or Authorised Person failing to act upon, implement, complete or maintain recommendations, proofing works, repairs, sanitation requirements, treatment instructions or other requirements documented by Zeropest Australia, the attendance will not be considered a FREE guarantee/warranty re-attendance.
In these circumstances, a $300.00 + GST call-out and investigation fee will apply, together with any additional treatment, proofing or remedial charges required.
Any applicable charges are payable prior to commencement of further treatment or works.
NEW MICE OR RAT INGRESS
Any subsequent rodent activity resulting from mice and/or rats creating a new entry point after treatment and/or proofing by chewing, gnawing or otherwise damaging walls, flooring, skirting boards, cabinetry, doors, roofing or other building materials is considered new rodent ingress and is not covered by the original guarantee and/or warranty.
Where the reported activity is determined to result from a new entry point or new infestation rather than continuation of the original covered infestation, further inspection, treatment and/or proofing may be subject to additional charges.
CONCEALED OR INACCESSIBLE RODENT ENTRY POINTS
Where mice and/or rats continue to gain entry following treatment and applicable proofing works, Zeropest Australia will undertake the applicable FREE guarantee/warranty re-attendances to further investigate the source of the activity.
Where, following the maximum applicable FREE guarantee/warranty attendances, Zeropest Australia is unable to locate the remaining entry point/s because they are hidden, concealed, inaccessible or cannot reasonably be inspected due to the construction or design of the building, or Zeropest Australia is unable to reasonably prevent mice and/or rats from continuing to gain access to the dwelling, roof void, wall cavities, subfloor or other concealed areas, the applicable refund provisions contained within these Terms and Conditions will apply.
REFUND & FINALISATION OF GUARANTEE
Where a refund becomes payable under the applicable Guarantee and Warranty Terms and Conditions, the refund will be limited to the applicable Zeropest Australia treatment, service and/or proofing charges expressly covered by that guarantee or warranty and actually paid by the Customer.
Upon payment of the applicable refund, the affected treatment and associated guarantee and/or warranty will be considered fully and finally concluded, and no further contractual FREE guarantee/warranty attendances or refunds will apply to that treatment.
AUSTRALIAN CONSUMER LAW
Nothing within this claims procedure or Zeropest Australia's Guarantee and Warranty Terms and Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.