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Cancellation policy

Information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Applicability of this information 

This information relates only to contracts for the supply of pest control services between us, Sunderland City Council, and consumers i.e. individuals acting for purposes which are wholly or mainly outside that individuals trade business craft or profession.

Characteristics of our services

Rats, mice, bed bugs, cockroaches and other insects - we will visit the consumers household twice in order to attempt to treat the property and in the case of rats and mice occasion to collect or rodenticide.

Wasps - we will visit the consumers household once in order to attempt to treat the property. We may provide a second treatment visit at no extra cost at our discretion if necessary.

At each visit the pest control officer will seek to assess whether the property is suitable to be treated. If suitability is confirmed, we will then carry out the treatment.

In the case of wasps, the pest controller will assess the access ability of the nest and make every effort to treat. However, there may be occasions where this is not possible and treatment may not be carried out. In that case, the consumer will be entitled to request a partial refund of 50% of the original treatment cost.  

If a suspected wasp infestation is identified as being bees we will be unable to carry out a treatment and we will provide the consumer with alternative information. In that case the consumer will be entitled to request a partial refund or 50% of the original treatment cost.

A refund can be requested by contacting our City and neighbourhood team.

We cannot guarantee to eradicate any problem of infestation.

Sometimes infestations require subsequent visits under further charge.

Our contact details 

Our address is: Sunderland City Council, Civic Centre, Burden Road, Sunderland SR2 7DN 

Telephone our City and neighbourhood team.

Cost of our service 

Pest control charges.

Time of performance of our services 

When you first contact us you will be able to book a treatment date for us to visit the premises where you want us to do the work (if you are reporting rats on public land no appointment is necessary).  

If we need to make a second visit you will need to use our online booking form or contact our City and neighbourhood team.


If you are dissatisfied with the standard of our service, or a response that you have received about this, you can make a formal complaint.

You can Complain about a council service.

Or speak to a member of our Customer Service team.

Right to cancel 

You have the right to cancel a contract with us within 14 days without giving any reason.

The cancellation period will expire after 14 days from the date of the conclusion of the contract i.e. when you agreed with us that we would undertake the service. 

To exercise the right to cancel you must contact us via our City and neighbourhood team.   

Effects of cancellation

If you cancel this contract we will reimburse to you all payments received from you unless you requested us to begin the performance of services during the cancellation period. In that case you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation of the contract in comparison with the full coverage of the contract.

We will make any reimbursement without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel the contract. 

We will make any reimbursement using the same means as you used for the initial transaction unless you have expressly agreed otherwise. In any event you will not incur any fees as a result of the reimbursement.

Loss of cancellation rights 

You will cease to have the right to cancel the contract if the service has been fully performed and performance of the service began after you made an express request to us to begin the supply of the service before the end of the cancellation period, and you acknowledged that you would lose that right once we had performed the service.

Duration of the contract

These contracts will be concluded at the end of our first visit in the case of wasps and at the end of the second visit in the case of other pests. Or after 30 days from the first visit. It is a legal obligation to retrieve any accessible unused rodenticide in the case of a rat and mouse treatment. This type of visit does not form part of the contract and the pest control officer will advise you if they need to return to collect the rodenticide.

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