Service Commitment
At BugOff Pest & Wildlife, our goal is to provide safe, effective, and timely pest and wildlife control services. We are committed to:
Arriving on time for appointments
Using environmentally responsible and approved methods
Treating each property with respect and care
BugOff Pest & Wildlife does not require service contracts.
However, we ask that all customers read our company policies before receiving service. This ensures everyone understands scheduling, safety, payment, and service expectations.
Copy of the policy will be emailed.
Customer Conduct
We expect respectful and safe interactions between customers and technicians.
Unsafe conditions, aggressive pets, or harassment may result in service refusal or rescheduling.
Scheduling and Appointments
Appointments are scheduled based on customers’ previous service schedules to maintain consistent care.
Please notify us if you need to adjust or reschedule your appointment.
Please confirm or deny your scheduled appointment when notified.
If no response is received, the technician will complete the exterior service, and payment will be due upon completion.
Weather Days
In the event of rain, storms, extremely high winds or unsafe conditions, appointments may be rescheduled for the next available.
- Customers will be notified as soon as possible.
Travel or Extended Absences
If a customer is traveling or away for a period of time, we can still perform the exterior treatment during the scheduled visit. Payment for the exterior service is due at that time of service. The interior treatment can then be completed when the customer returns. This ensures the barrier remains active and any warranty or service coverage is maintained.
Skipping Quarterly Treatments
Customers on quarterly service plan may choose to skip scheduled treatment but their quarterly service will be canceled. If they later wish to resume quarterly service, an initial startup fee will be applied.
For other seasonal or multi-services (e.g., three times per year), pricing may be adjusted if treatment is skipped. Always notify us in advance if you plan to skip a visit.
Consistent treatments are the key to keeping pests under control. When a scheduled service is skipped, the protective barrier we apply begins to break down, allowing pests such as ants, spiders, and roaches to re-establish themselves around your home. Skipped services often lead to increased pest activity, which can require additional treatments to get populations back under control.
Many people believe insects die off in the winter, but that’s actually not true. Insects don’t disappear – they hide, slow down, and move closer to homes for warmth and shelter.
Our products are designed to work effectively while also being safe for families and pets, which means they are formulated to break down naturally over time. Sunlight, rain, and soil conditions slowly reduce their strength – this is intentional for safety, but it also means the protective barrier needs to be reapplied on schedule. Once this happens, it takes more chemical, more time, and additional steps to rebuild that barrier and regain full control. Keeping consistent treatment helps us use less product, keeps your service more affordable, and maintains steady, reliable protection for your home.
Service Time Disclaimer
While we strive to provide services within the scheduled time range, specific appointment times cannot be guaranteed. Arrival times may vary due to traffic, weather, or other unforeseen circumstances. We appreciate your understanding and patience. For these reasons, we provide a two-hour window for appointments.
Payment Policy
Payment is due upon service completion unless other arrangements are made.
Accepted payments methods:
Cash, Check, Zelle, Venmo, ACH and Credit Cards
Convenience fees apply for card payments
Insufficient Checks/Returned Payments
Any insufficient funds check, returned check, or rejected payment will result in an additional $35 returned-payment fee or the maximum allowed by Texas law.
After an NSF check, future payments must be made by cash, Zelle, Venmo or ACH – no further checks will be accepted from that customer.
Customer is responsible for paying the service invoice and the NSH fee in full before future services can be scheduled.
Price Increases:
Any proposed price changes are reviewed and considered by the board in December each year.
If approved, the new pricing will be implemented starting in January.
Price reviews ensure we keep up with inflation, product cost, tariffs, and industry standards while maintaining high-quality service and staying competitive.
We understand the importance of affordability, and we will strive to keep our treatment affordable, competitive, and fair.
General Service Guidelines
General pest control includes standard exterior and interior treatments but does not include ladder work.
Ladder – required services must be evaluated and priced separately.
Safety and Access
Customers are responsible for providing safe access to areas requiring treatment.
Please secure pets and valuable items during treatments.
Technicians follow strict safety protocols; customers should follow any instructions provided before, during, or after service.
Ladder Safety
Our technicians use ladders according to OSHA and company safety standards. Customers should stay clear of areas where ladders are in use. General pest control services do not include ladder work.
Drift and Runoff
We follow strict application guidelines to prevent chemical drift, overspray, and runoff. Customers should be aware that pesticides may drift or run off from treated areas, especially in windy or wet conditions. Please remove or protect sensitive plants, water features, or outdoor items when possible, and inform us of any areas of special concern.
Gate, Key and & Access Policy
If the technician can access the property (no locked gate, dogs loose, etc.) we will complete the exterior treatment, and payment is still due.
If no access is available at all, a trip fee may be applied.
Customers must ensure gates, garages, and entry points are unlocked on service day.
Refund Policy
Refunds are not provided once service is completed
Any issues with covered pests will be resolved under the warranty through spot treatment.
Cancellation & No-Show Policy
Same-day cancellations or no-show may incur a $35 – $50 fee.
Repeated no-shows may result in removal from the quarterly route.
Pet & Family Safety
People and pets must stay off treated areas until dry
Aquariums and reptiles should be covered or moved.
Dogs must be secured for technician safety.
Products & EPA Compliance
All products used are EPA-approved and applied according to federal, state, and label laws.
Customers may request product information at any time.
Customer Preparation Requirements
Customers are responsible for:
- Clearing baseboards and treatments areas prior to treatments
- Removing items that block access
- Putting away pet food and water bowls
- Securing pets
- Ensuring dishes, toys, shoes and laundry are put away in treated rooms and exterior entrances.
Satisfaction Guarantee
Our team strives for complete satisfaction.
If you are not satisfied, please contact us within 48 hours so we can address your concerns.
Warranty & Service Guarantee
BugOff Pest & Wildlife provides high-quality treatments using professional – grade products and industry best practices. To keep your home or business protected, our warranties apply under the following conditions:
Quarterly Pest Control Warranty
Quarterly general pest control services include a 90-day warranty for covered pests if the quarterly schedule is maintained.
If you experience a problem with a covered pest between scheduled quarterly visits, we will return, identify the area of concern and provide a recommended service.
Warranty visits do not cover pests that are not included in your plan or listed as unwarranted pests.
Skipping a quarterly treatment voids the warranty. If you wish to resume quarterly service after skipping, an initial startup fee will apply.
Treatments are disrupted by cleaning and DIY sprays
For a complete list of covered pests, please visit our warranty page at mybugoff.com
Seasonal or 3 – Time – Per – Year Plans
These plans include a limited warranty for the pests covered within the plan.
Warranty retreatments are spot treatments only and do not include full interior resurfaces.
See our warranty page at mybugoff.com for-covered-pests.
Exterior – Only Treatment
If exterior treatment is completed while customer is traveling, the warranty remains active as long as the customer allows the interior treatment upon return.
Warranty visits while under this plan are spot treatments, not full interior reservices.
Covered pests are listed on our warranty page at mybugoff.com
What the warranty does not cover
German Roaches
Bedbugs
Fleas or Ticks
Rodents or Wildlife
Ants Outside the foundation
Carpenter Ants
Carpenter Bees
Wood-Destroying Insects
Bees, Wasps, or Hornet Removal Requiring Ladder Work
Pantry Pest
See full list of warranties at mybugoff.com
Seeing a Bug After Treatment
It is completely normal to see some pest activity after a service. Our products work by transferring through colonies and disrupting pests over time. This means pests do not die instantly when they touch the product – they carry it back to nests, which provides longer-lasting control. Because of this, seeing a few bugs after service does not mean the treatment didn’t work.
Most insects take 3-10 days to die, depending on the species, the size of the colony, weather conditions, and where they contacted the treatment. During this time, you may see more activity as pests come out of hiding or are flushed from treated areas – this is normal and expected.
For this reason, we do not send technicians back out immediately just because a bug was seen shortly after service. A re-treat is only scheduled if:
- It has been long enough for the product to work, and
- Activity is outside of what is considered normal, and
- The pest is covered under the warranty.
This helps prevent unnecessary service trips and allows the treatment time to fully work as designed.
How Cleaning Products and Store-Bought Sprays Affect Our Treatments
Our professional products are designed to create a long-lasting, invisible barrier that pests walk through and carry back to their nests. This process takes time- but it provides deeper, long-term control than instant-kill contact sprays.
Household Cleaners
Everyday cleaners, like bleach, Pine-Sol, vinegar, degreasers, mop solutions, and antibacterial sprays can:
- Remove the product from floors and baseboards (if deep cleansing is needed, please have them done prior to treatment)
- Break down our treatment residues
- Create gaps in the barrier where pests can enter
This can make it look like the treatment “didn’t work,” when in reality the barrier was wiped away.
Store-Bough Contact Sprays
Using products like Raid, Combat, Hot Shot, or other instant-kill sprays disrupts our treatment because:
- They kill pests before the pest can carry our product back to the colony
- They repel insects, causing them to avoid the treated areas
- They leave residues that can counteract or block our professional products.
This prevents our system from working as designed and may cause pest activity to linger.
Customer Guidance
To keep your treatment effective:
- Avoid spraying any over-the-counter bug spray inside or outside the home.
- Do not mop, scrub, or clean treated baseboards for 7-10 days after service.
- Spot cleaning only, if necessary, but avoid areas you know were treated.
Customer Responsibilities
To maintain warranty validity, customers agree to:
Allow access for both interior and exterior treatments
Keep yard areas reasonably maintained
Remove clutter blocking treatment zones
Keep kitchens, pet food areas, and trash sealed and clean
Address moisture issues (leaks, standing water, gutters, etc.)
Notify us promptly if pest activity returns
Severe Infestations
If an infestation is severe or requires extra labor or materials beyond standard service, additional charges may apply. Customers will be informed before any additional work is performed.
Privacy and Confidentiality
Customer information is kept private and will not be shared without permission.
Billing and service records are maintained securely for business purposes.
Communication
We communicate through phone, email, and text for appointment reminders, confirmations, and service updates.
Please ensure your contact information is current.
Messages received after 4 p.m. will be answered the next business day.
Automated Messages
Some messages you receive, such as service reminders, confirmations, or follow-ups, are automatically generated by our scheduling software. These messages are not monitored throughout the day and replies to them may not be seen immediately.
If you need a direct response during business hours about service, retreat, or urgent issue, please text or call your assigned technician. This ensures your message is received and handled promptly. Using this system helps us to stay organized, maintain accurate service records, and provide better service while still allowing us to safely manage our small, family-run business.
Business Hours
Our business hours are Monday-Friday from 7 a.m. to 3 p.m. during the summer months and extreme heat.
Our business hours are Monday – Friday from 7 a.m. to 4 p.m. during all other seasons
All scheduling, service requests, warranty questions, and communication will be handled during those hours.
Small Business Notice
We are a small, family-owned business run by just the two of us – Kory and Cindy. Because of this, there may be times when we take scheduled time off or vacations together. We work hard to plan these breaks carefully and to notify customers in advance. During these times, response times may be delayed, and availability for appointments may be limited.
Please know that we are committed to providing the same high-quality service you expect from us, and taking occasional time away allows us to recharge so we can continue serving our customers safely, effectively, and with the personal care our business is known for.
We truly appreciate your patience and understanding and thank you for supporting a local family business.
Holiday Schedule & Seasonal Downtime
The holiday season is the slowest time of the year for our business. Because of this and because we are a small, family-operated company, we take our yearly time off during this period.
We are closed for:
- The full week of Thanksgiving
- Two weeks during Christmas and New Years.
During these times, we do not schedule regular services, warranty visits, or retreat appointments. Expect slow responses to messages and calls.
Stay Connected
Follow us for updates, tips, and announcements:
Facebook: BugOff Pest & Wildlife LLLP
Website: www.mybugoff.com