Terms of Service

These Terms of Service (“Terms”) apply to services supplied by Apex Rodent Removal (“Apex”, “we”, “us” or “our”) and to use of this website. A written quote, work order or service report may contain additional project-specific terms. If there is an inconsistency, the project-specific written terms apply to the extent of that inconsistency, subject always to applicable law.

1. Acceptance

You accept these Terms when you book an appointment, approve a quote, instruct us to begin work, permit our technician to commence a service, or use this website. If you arrange a service for an owner, tenant, business or other person, you confirm that you are authorised to do so and to accept these Terms on their behalf.

2. Quotes and scope

• Website prices and telephone estimates are indicative starting prices unless expressly identified as a written quote.
• A quote is based on the information and access available when it is prepared. Concealed conditions, inaccurate information, inaccessible areas, a different pest, a heavier infestation or additional work may change the required scope.
• We will seek approval before carrying out chargeable work outside the agreed scope, except where immediate action is reasonably necessary to address a safety risk and you have authorised us to act.
• Unless the quote states otherwise, a quote remains open for 14 days and may be withdrawn before acceptance.
• Consumer prices are inclusive of applicable GST unless clearly stated otherwise.

3. Bookings, access and attendance

You must provide accurate contact and property information, safe and reasonable access to all agreed areas, parking or entry instructions where relevant, and an authorised adult contact. Appointment times are estimates and can be affected by traffic, emergencies, weather, earlier jobs and technician safety. We will take reasonable steps to notify you of material delays.

If we cannot safely access the required area, the property is not reasonably prepared, no authorised person is available, or the service cannot proceed for reasons outside our reasonable control, we may reschedule or charge a reasonable attendance fee disclosed to you.

4. Cancellation and rescheduling

Please give at least 24 hours’ notice to cancel or reschedule. Where less notice is provided, we may charge a reasonable cancellation or attendance fee reflecting reserved technician time, administration and travel. We will disclose the applicable fee before confirming the booking where practicable. No fee applies where prohibited by law or where cancellation results from our breach.

5. Customer safety and preparation obligations

Before work starts, tell us about children, pets, aquariums, allergies, respiratory conditions, pregnancy, sensitive occupants, food-production areas, electrical or structural hazards and any other matter relevant to safe service delivery. You must follow reasonable preparation, exclusion, ventilation, re-entry, monitoring and aftercare instructions.

Our technician may stop or decline work where conditions are unsafe, unlawful or materially different from those described. Roof void, subfloor and confined-area access is subject to safe access, structural condition, electrical risk, weather, visibility and the technician’s assessment at the property.

6. Treatment and proofing outcomes

Rodent activity is influenced by building condition, neighbouring properties, food and water sources, weather, vegetation, drains, customer actions and new entry points. Treatment may require time, monitoring, follow-up, sanitation and proofing. Unless expressly stated in writing, no representation that a single visit will permanently prevent all future rodent activity forms part of the contract.

Proofing is limited to the entry points expressly included in the written scope. We are not responsible for unidentified, concealed, inaccessible or newly created openings, or for deterioration or alterations outside the agreed work.

7. Payment

Payment is due when stated in the quote or invoice and, if no date is stated, on completion of the service. You must raise any invoice query promptly. We may suspend further work, follow-up services and voluntary warranty benefits while an undisputed amount is overdue. Reasonable recovery costs may be charged where permitted by law.

8. Warranties and price-beat offers

A voluntary treatment or proofing warranty applies only when stated in writing and is subject to the published Warranty Conditions and any job-specific terms. The 5% price-beat promise is subject to like-for-like verification and the conditions stated on that page. Voluntary warranties are additional to rights under the Australian Consumer Law.

9. Customer property and pre-existing conditions

You should identify fragile, concealed or high-value property before work starts. To the extent permitted by law, we are not responsible for loss arising from pre-existing defects, rot, corrosion, unstable or non-compliant structures, concealed services, inaccessible areas, customer or third-party work, or failure to follow written instructions. Nothing in this clause excludes liability arising from our failure to exercise due care and skill.

10. Limitations permitted by law

Nothing in these Terms excludes, restricts or modifies a right, guarantee, remedy or liability that cannot lawfully be excluded. To the maximum extent permitted by law, Apex is not liable for indirect or consequential loss that was not reasonably foreseeable, or for delay or failure caused by events outside our reasonable control.

Where a guarantee can lawfully be limited and it is fair and reasonable to do so, our liability is limited, at our option, to supplying the service again or paying the reasonable cost of having the service supplied again. This limitation does not apply where the law prohibits it.

11. Australian Consumer Law

12. Website use and intellectual property

Website information is general and may not reflect conditions at a particular property. You must not misuse the website, interfere with its operation, submit unlawful content, impersonate another person or attempt unauthorised access. Website text, design, graphics, logos and original media are owned by or licensed to Apex and must not be reproduced commercially without written permission.

13. Complaints and disputes

Please contact us promptly with the service address, invoice or quote number, relevant dates and the outcome sought. We will review the service records and may request reasonable access to inspect. Both parties agree to first attempt to resolve the issue in good faith. This does not prevent either party exercising statutory rights or seeking urgent relief.

14. Privacy, changes and governing law

Our handling of personal information is described in our Privacy Policy. We may update these Terms prospectively by publishing a revised version. The Terms applicable to a booked service are those provided or published when the booking was accepted, except where a change is required by law or agreed in writing.

These Terms are governed by the laws of Victoria, Australia. The parties submit to the courts and tribunals with jurisdiction in Victoria, subject to any rights to bring a claim elsewhere under applicable consumer law.