Effective date: 27 August 2026
Version: 1.0
1. Who we are
1.1 This policy is issued by Exclusive Eco (Pty) Ltd, registration number 2021/977094/07, a company registered in South Africa. We provide pest control, bird proofing, bat exclusion, bee removal and relocation, humane wildlife services, hygiene services and kitchen extraction cleaning in George, along the Garden Route and across the Western Cape.
1.2 Our registered address is Farm 127 of 202, Hansmoeskraal, George, Western Cape, 6529, South Africa. It is a working property and is not open to the public, so please reach us on 079 146 7858 or at info@exclusiveeco.co.za rather than calling in.
2. How this policy fits with our other documents
2.1 This policy forms part of our Terms and Conditions of Service and is accepted at the same time as those Terms, when you accept a quotation.
2.2 Where the documents cover the same ground:
- your accepted quotation decides anything specific to your job, including price, scope, deposit amount and guarantee length;
- our Terms and Conditions decide how the work is carried out, what is guaranteed and who is responsible for what;
- this policy decides how cancellations, refunds and complaints are handled.
2.3 This policy does not take away any right you have under the Consumer Protection Act 68 of 2008 or any other South African law. Where anything here conflicts with those rights, your rights under the law apply.
3. Deposits and cancellations
3.1 Cancellations are dealt with in clause 8 of our Terms and Conditions. In summary:
- you may cancel or reschedule at any time;
- with at least 48 hours’ notice there is no charge;
- with shorter notice, or where our technicians arrive and cannot get access, we may charge a reasonable amount limited to what we have actually lost or spent on your job;
- we tell you about any such charge before we invoice it;
- if we manage to fill the slot, we charge no more than a reasonable administrative amount.
3.2 Most jobs need no deposit. Where a deposit applies, the amount and the reason are stated on your quotation before you accept it. A deposit is part payment towards your invoice and is not an extra charge.
3.3 A deposit is not automatically forfeited. If you cancel, we deduct from it only what clause 3.1 allows and refund you the balance. On jobs where devices, materials or a reserved multi day slot are committed early, such as bat exclusions, a late cancellation may absorb most or all of the deposit, but we will always show you how the amount was arrived at.
3.4 We will not charge you a cancellation fee where you cannot honour the booking because of the death or hospitalisation of the person the booking was made for. This is your right under section 17(5) of the Consumer Protection Act.
3.5 Where we postpone a booking because of weather, safety or circumstances beyond our control, we offer you the earliest alternative date. If you would rather not go ahead, we refund any deposit you have paid in full.
4. Your cooling off rights
4.1 Where we approached you first, for example by knocking on your door, phoning you, or sending you marketing you did not ask for, and you booked as a result, you may cancel in writing within five business days without giving a reason and without penalty. This is your right under section 16 of the Consumer Protection Act. Where you contacted us and asked for a quote, this right does not apply.
4.2 Where you book electronically, for example by accepting a quotation by email or WhatsApp, you may have a seven day right to cancel under section 44 of the Electronic Communications and Transactions Act. This right falls away once work has started with your agreement. If you ask us to start sooner than seven days, we treat that as your agreement to start and we confirm it in writing.
4.3 Where you cancel under clause 4.1 or 4.2 and no work has been done, we refund everything you have paid us.
5. If you are not happy with our work
5.1 Tell us. Phone 079 146 7858 or email info@exclusiveeco.co.za and we will arrange a re inspection at no charge.
5.2 Where the work fell short, we come back and put it right at no charge to you. This is our first remedy and in almost every case it settles the matter.
5.3 Where redoing the work is not possible, or we fail to do it within a reasonable time, we agree a fair reduction or refund of a reasonable part of the price, taking into account the work already done. This reflects your rights under section 54 of the Consumer Protection Act.
5.4 Guarantees are set out in our Terms and Conditions and on your quotation. Please read them together with this clause. Pest control is not always finished in one visit and some treatments take up to 21 days to take full effect, so continued activity on its own does not mean the work failed.
6. Materials we supply and install
6.1 Some jobs include materials such as mesh, spikes, netting, gutter guards or bat houses.
6.2 Under sections 55 and 56 of the Consumer Protection Act these materials carry a six month warranty. If they fail within six months because they were defective or not suitable for the purpose they were supplied for, you may choose to have them repaired or replaced, or to have that part of the price refunded. We cannot and do not exclude this right.
6.3 This six month warranty is separate from our guarantee on the workmanship, which may run longer and is stated on your quotation.
6.4 Materials cut, made or ordered specially for your property cannot be returned once made or fitted, unless they are defective.
7. How refunds are paid
7.1 We pay refunds back by the same method you used to pay, unless we agree something else with you in writing.
7.2 We process refunds within 10 business days of agreeing the amount with you.
7.3 Where you paid by card, how long the money takes to reflect in your account depends on your bank and is outside our control.
8. Payment queries, complaints and disputes
8.1 If something on an invoice or a card payment looks wrong, please contact us first on info@exclusiveeco.co.za or 079 146 7858. Most queries are sorted out the same day.
8.2 Raising a dispute with your bank before speaking to us usually takes longer to resolve and leaves us unable to help you directly, so a call to us first is faster for everyone.
8.3 Please give us 15 business days to resolve a complaint before taking it further. If you are still not satisfied after that, you may refer it to the Consumer Goods and Services Ombud on 0860 000 272, at info@cgso.org.za or at cgso.org.za. You may also refer it to the National Consumer Commission at thencc.org.za. Both services are free to you.
9. Changes to this policy
9.1 We may update this policy from time to time. The version number and effective date at the top of this page tell you which version is current.
9.2 The version that applies to your job is the one in force on the date you accepted your quotation.
10. Contact us
Exclusive Eco (Pty) Ltd
Registered address, not open to the public:
Farm 127 of 202, Hansmoeskraal, George, Western Cape, 6529, South Africa
079 146 7858
info@exclusiveeco.co.za
