Terms & Conditions

Last updated: July 2026

1. Introduction

These Terms and Conditions govern the use of services provided by London Odour Removal ("we", "us", "our") to our clients ("you", "the customer"). By requesting a quotation or booking a service, you agree to be bound by these terms.

2. Services

We provide professional odour removal services including, but not limited to, ozone treatment, ULV fogging with odour neutralisers, and surface cleaning for odour remediation purposes throughout Greater London.

3. Quotations

Quotations are provided based on the information supplied by the customer at the time of enquiry. The quoted price is an estimate and may be subject to change if:

• The actual condition of the property differs materially from the description provided;
• Additional work is required that was not foreseeable at the time of quotation;
• Access to certain areas of the property was not disclosed or is not possible.

We will notify you of any pricing changes before commencing work and will not proceed without your agreement.

4. Customer Responsibilities

To allow us to carry out treatment effectively and safely, you agree to:

• Provide safe and clear access to the areas requiring treatment at the agreed time;
• Ensure that all people, pets, plants and sensitive electronics are removed from the treatment area before treatment commences;
• Follow all pre-treatment preparation instructions provided by us;
• Disclose any relevant information about the property, including known mould, water damage, structural issues or other conditions that may affect treatment;
• Follow all post-treatment ventilation and re-entry instructions provided by us.

5. Ozone Treatment — Safety Requirements

Ozone (O₃) treatment requires the temporary vacancy of the treated area. The following conditions are mandatory:

• All occupants — people, pets, birds and plants — must vacate the treated area for the full duration of treatment and for the ventilation period afterwards;
• We will advise you of the minimum safe re-entry time after treatment. You must not re-enter the treated area until advised it is safe to do so;
• You must ensure that the property is properly ventilated after treatment in accordance with our instructions;
• Failure to follow these safety instructions releases us from any liability for health effects arising from improper re-entry.

6. Limitations and Effectiveness

The effectiveness of odour removal treatment depends on a number of factors that are outside of our control, including:

• Whether the underlying source of the odour has been adequately addressed prior to treatment;
• Whether odour-causing contamination is present in inaccessible areas such as wall cavities, subfloors, insulation or structural materials;
• Whether the property has been professionally cleaned prior to treatment;
• The severity and duration of the contamination.

We cannot guarantee complete odour removal in all cases, particularly where the source of the odour has not been eliminated or where contamination is present within building materials or inaccessible areas. We will always provide honest pre-treatment advice based on our assessment of the property.

7. Our Liability

We take reasonable care when providing our services and will carry out all work in a professional and competent manner. However:

• We are not liable for any loss or damage arising from the customer's failure to follow our preparation or post-treatment instructions;
• We are not liable for pre-existing damage to the property or for any damage caused by pre-existing conditions that were not disclosed to us;
• Our liability for any claim arising from our services shall not exceed the amount paid by the customer for the specific service giving rise to the claim;
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.

8. Cancellation and Rescheduling

We ask that you give us as much notice as possible if you need to cancel or reschedule an appointment. We reserve the right to charge a cancellation fee where insufficient notice is provided. We will advise you of any applicable cancellation terms at the time of booking.

9. Payment

Payment terms will be agreed at the time of booking. Unless otherwise agreed in writing, payment is due upon completion of the service. We reserve the right to withhold services where payment has not been made in accordance with agreed terms.

10. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We may update these Terms and Conditions from time to time. The most current version will always be available on our website. Your continued use of our services following any changes constitutes acceptance of the updated terms.

12. Contact

If you have any questions about these Terms and Conditions, please contact us:

London Odour Removal
Email: info@londonodourremoval.co.uk
Phone: 07908 723 553