Terms and Conditions for Gardeners West Norwood

These Terms and Conditions set out the basis on which our gardening services are provided in the UK. They apply to bookings made for a range of domestic and light commercial garden work, including regular maintenance, seasonal tidy-ups, planting, lawn care, hedge cutting, clearance work, and related outdoor services. By placing a booking, the customer agrees to be bound by these terms. For clarity, references to Gardeners West Norwood, our team, we, or us mean the service provider delivering the gardening work, while you or the customer means the person requesting or paying for the service.

These terms are intended to provide a fair and practical framework for both parties. They explain how a booking is made, how payments are processed, when cancellations may be charged, what limitations apply to our liability, and how waste is handled in line with UK law. They should be read carefully before any garden service begins. If a customer requires a variation to the agreed scope of work, that variation must be confirmed in advance or, where necessary, on the day by the attending gardener.

Nothing in these terms affects your statutory rights as a consumer under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. The aim is to keep the service clear, lawful, and efficient for anyone booking a gardeners West Norwood service, a West Norwood gardener, or any equivalent gardening appointment arranged with us.

1. Booking Process

Bookings may be requested by telephone, email, online form, or any other channel offered by us from time to time. A request for service does not guarantee availability until we have confirmed the appointment. Once we have reviewed the work required, we may provide an estimate, quotation, or indicative price range based on the information supplied by the customer. If the details are incomplete or inaccurate, the final price or timing may need to be adjusted.

When a booking is accepted, we will usually confirm the date, time window, scope of work, and any relevant assumptions. The customer is responsible for providing accurate details about access, parking, pet safety, waste volume, water supply, and any hazards likely to affect the service. If the customer requests a change after confirmation, we may need to revise the quotation or reschedule the visit. A confirmed appointment becomes subject to our cancellation policy if the customer later decides not to proceed.

In some cases, we may need to carry out a site assessment before work begins, especially where the garden is overgrown, access is restricted, or the requested job involves larger waste quantities or specialist equipment. Any recommendation made by our team is based on the condition observed at the time of assessment and the information available. If the customer withholds important information, we reserve the right to amend the service, refuse unsafe work, or charge additional fees where reasonable.

2. Service Scope and Customer Responsibilities

Our service covers the gardening tasks agreed in the booking. Unless specifically included, the price does not automatically cover tree surgery, specialist pest control, heavy landscaping, stump removal, excavation, or works requiring trade licences or permits. If the customer asks for additional tasks during the appointment, these may be accepted at our discretion and may be charged separately. Any additional work will normally be priced according to time, labour, materials, and disposal requirements.

The customer must ensure that the working area is reasonably accessible and safe for our personnel. This includes securing pets, moving fragile items where possible, informing us of underground services or hidden hazards, and making sure that gates, driveways, and paths can be used safely. We will take reasonable care while working, but we are not responsible for delays or extra charges caused by blocked access, concealed hazards, or incorrect information supplied before the visit. Where necessary, our team may pause work if conditions become unsafe.

If plant care is requested, the customer should inform us of any known allergies, toxic species, or restrictions relating to children or animals. We are not responsible for the long-term survival of plants, turf, or shrubs unless ongoing maintenance has been specifically agreed and the loss results directly from our proven negligence. Gardening services involve living materials and outdoor conditions, and outcomes can be influenced by weather, soil quality, disease, and pre-existing condition.

3. Payments and Charges

Fees will be based on the quotation, estimate, agreed hourly rate, or fixed price set out before the service starts. Where work is charged by the hour, billing may be rounded to the nearest stated increment, as advised at the point of booking. We may request a deposit for larger, recurring, or higher-value jobs. Deposits, where taken, are used to secure the booking and may be non-refundable if the customer cancels outside the permitted cancellation window or if materials have already been ordered.

Payment is due in accordance with the terms stated at booking or on the invoice. Unless otherwise agreed, payment must be made on completion of the work or within the period shown on the invoice. We accept payment methods specified at the time of booking. Late payment may result in reminder charges, suspension of future work, or the recovery of reasonable administrative and debt-collection costs where permitted by law.

Any quoted price assumes the work described at the time of booking. If the job turns out to be materially different because of hidden overgrowth, unexpected waste, unsafe access, or a request for extra tasks, we may revise the price before proceeding further. If the customer chooses not to continue after a revised quote is issued, they will only be charged for work already completed and any agreed call-out or assessment fee.

4. Cancellations, Rescheduling, and Waiting Time

We understand that plans can change, but cancellations must be made as early as possible. If the customer cancels with sufficient notice, no charge may apply, depending on the circumstances and any costs already incurred. If the cancellation is made after we have reserved time, dispatched staff, purchased materials, or begun preparing for the visit, a cancellation fee may be charged to reflect our losses.

If you need to reschedule, we will make reasonable efforts to offer an alternative appointment, subject to availability. Repeated postponements may require a new booking. Where we arrive at the property and are unable to start because of inaccessible gates, no one present to provide access, unsafe conditions, or a failure to disclose material information, we may charge a waiting time fee or a minimum visit charge. This applies even where no physical work has been completed, because time and travel resources have already been allocated.

We may cancel or postpone a booking if weather conditions, staff illness, equipment failure, safety concerns, or other events outside our control make the service impractical or unsafe. In such circumstances, we will usually offer a new appointment rather than cancel the arrangement entirely. We will not be liable for indirect losses arising from a reasonable rescheduling decision made in good faith and in accordance with these terms.

5. Liability and Limitations

We will provide our services with reasonable care and skill. If we cause damage through proven negligence, we may repair the damage, replace the affected item, or pay reasonable compensation, subject to the limitations in these terms and any applicable law. However, we are not responsible for pre-existing defects, deterioration, hidden weakness, poor installation, or damage caused by the natural condition of materials, plants, fences, paving, or garden structures.

To the fullest extent permitted by law, we exclude liability for indirect or consequential losses, including loss of enjoyment, loss of profit, loss of opportunity, or business interruption. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where liability is accepted, our responsibility will normally be limited to the amount paid or payable for the relevant service, unless a different remedy is required by law.

Customers are responsible for removing or securing fragile, valuable, or hazardous items before the service starts. We will use reasonable care around property and contents, but we cannot accept responsibility for items left in working areas if we were not informed of their presence. If we are asked to operate equipment, use ladders, or work near fragile surfaces, the customer must confirm that the area is suitable for the task and that there are no concealed risks. Our team may refuse unsafe requests.

6. Waste Regulations and Disposal

All garden waste must be managed in accordance with applicable UK waste law, including the duty of care requirements. We will only transport, store, or dispose of waste where it forms part of the agreed service and where doing so is lawful. Waste may include grass cuttings, branches, leaves, soil, cuttings, and other organic material arising from the gardening work. If mixed waste, domestic rubbish, rubble, or hazardous materials are present, additional charges and restrictions may apply.

The customer must disclose any hazardous or regulated material before the appointment. This includes asbestos, chemicals, oils, paint, sharps, clinical waste, gas bottles, contaminated soil, or other materials that require specialist handling. We do not handle prohibited waste unless explicitly agreed in writing and lawfully permitted to do so. If such items are discovered unexpectedly, we may stop work, isolate the area where safe, and request that the customer arrange proper removal through the appropriate channels.

Where waste is removed by us, it may be taken to a licensed disposal site, recycling facility, or other lawful destination. The customer may be charged for landfill, recycling, tipping, or transfer costs as part of the service. If the customer elects to keep the waste on site, they are responsible for its lawful storage, movement, and disposal after our departure. We do not provide advice on waste licensing unless specifically requested as part of a compliance-focused service.

7. Materials, Plants, and Customer Property

Any materials, compost, soil, fertiliser, seeds, plants, or tools supplied by us remain our responsibility until paid for in full, unless the contract states otherwise. Product suitability is based on general assumptions about the site and conditions reported to us. We cannot guarantee plant performance, growth rates, colour, or flowering results, particularly where weather, irrigation, soil health, or prior neglect affects outcomes. If the customer supplies their own materials, we are not liable for poor quality, incorrect specification, or manufacturer defects.

Customer property left on site is handled with reasonable care, but the customer remains responsible for removing items that could obstruct the work or be damaged by normal gardening activity. We may move lightweight items as needed to complete the service, but we do not agree to store, catalogue, or safeguard personal possessions unless expressly arranged. Any request to rearrange furniture, pots, ornaments, or equipment is accepted at the customer’s risk unless damage results from our negligence.

Some gardening tasks may expose hidden pipes, wires, or root systems. The customer should notify us of any known underground services, irrigation lines, septic systems, or buried structures before work begins. We will take reasonable precautions, but we cannot accept liability for damage caused by undisclosed installations or inaccurate site information. If the risk appears significant, we may suspend work until the customer provides confirmation that it is safe to continue.

8. Complaints, Disputes, and General Provisions

If the customer believes the service has not been delivered as agreed, they should notify us within a reasonable time so the matter can be reviewed. We may ask for photographs, notes, or other relevant information to understand what happened. Where a legitimate issue is identified, we may offer a correction, partial refund, or other proportionate remedy depending on the circumstances. This process is intended to be practical and fair rather than formal or adversarial.

These Terms and Conditions, together with any quotation, booking confirmation, or written variation, form the agreement between the parties for the relevant service. No statement made informally will alter the agreement unless confirmed by us in writing or by another clear record. If we choose not to enforce a right at any stage, that does not mean we have waived the right to enforce it later.

These terms are governed by the laws of England and Wales, and any dispute arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales. This clause applies whether the service is booked as a one-off visit, a recurring maintenance arrangement, or a broader package of garden work. By proceeding with a booking, the customer confirms that they have read and understood these terms and agree to comply with them.