Terms and Conditions for Gardeners West Heath

These Terms and Conditions set out the basis on which Gardeners West Heath provides gardening and outdoor maintenance services to domestic and commercial clients. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and workable agreement between both parties. They apply to all standard and one-off services provided by our West Heath gardeners, unless a separate written agreement states otherwise.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Gardeners West Heath name. References to “you” and “the customer” mean the individual, business, landlord, or managing agent receiving the service. Please read these conditions carefully before confirming any booking, as they explain how appointments are arranged, how payments are handled, and what happens if work is cancelled or delayed.

The services covered may include general garden maintenance, hedge cutting, lawn care, planting, clearance work, and related outdoor tasks agreed in advance. However, all work is subject to site conditions, seasonality, access, and safety considerations. We may refuse or pause work where conditions make the service unsafe, impractical, or outside the scope originally agreed. Any changes to the service requested after booking may affect the price, timing, or availability.

1. Booking Process

Bookings with Gardeners West Heath may be made through an approved booking method, such as telephone, email, online enquiry, or written request, depending on the service arrangement in place. A booking is only considered confirmed once we have accepted the request and, where required, provided a date, indicative schedule, or written confirmation. A request alone does not guarantee availability.

When making a booking, you must provide accurate and complete information about the property, access arrangements, the condition of the area to be worked on, known hazards, parking restrictions, pets, utilities, or any other relevant issue. If inaccurate information results in additional time, additional labour, or the need to return on another day, we may charge accordingly. For larger projects or more complex tasks, we may arrange a site visit before confirming the final scope.

We reserve the right to decline a booking where the requested service falls outside our usual operations, where the property is not reasonably accessible, or where weather, equipment, staff availability, or safety concerns prevent us from undertaking the work. If a booking is accepted conditionally, the final provision of the service may depend on a satisfactory assessment on arrival. In such cases, we will make reasonable efforts to explain the reason for any limitation or refusal.

2. Pricing and Payments

All prices are stated in pounds sterling unless otherwise agreed. Quotes may be based on an hourly rate, fixed price, or a combination of labour and materials. A quotation is an estimate of the expected cost unless expressly stated to be a fixed-price agreement. If the scope changes due to your instructions, unforeseen site conditions, or additional work approved by you, the final charge may differ from the original estimate.

Payment terms will be confirmed at the time of booking or before work begins. Unless agreed otherwise in writing, payment is due on completion of the service or within the timeframe specified on the invoice. We may require part-payment, a deposit, or advance payment for larger jobs, materials, or repeat appointments. If you do not make payment by the due date, we may suspend further work and recover any reasonable costs incurred in obtaining payment.

You are responsible for ensuring that payment details are valid and that sufficient funds are available. Where card payments, bank transfers, or other electronic methods are used, you must comply with the applicable payment instructions. Any bank fees, chargeback costs, or payment reversal expenses arising from incorrect or disputed payments may be charged back to you, unless the matter is due to our error. Discounts, promotions, or special rates apply only where expressly stated and may be withdrawn at any time before confirmation.

3. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the service type, the scale of the job, and whether materials or staff have already been allocated. For routine gardening visits, we ask that notice is provided as early as possible so the slot can be reassigned. For larger or planned projects, longer notice may be necessary.

If you cancel with insufficient notice, or if our team is unable to access the property on arrival, a cancellation fee may be charged to cover lost time, travel, preparation, or any materials already purchased. Where we cancel or postpone due to weather, illness, equipment failure, safety concerns, or other circumstances beyond our control, we will aim to offer an alternative date. We will not be liable for indirect loss caused by a reasonable rescheduling.

Repeated late cancellations, missed appointments, or failure to provide access may result in future bookings being declined or subject to advance payment. If a deposit has been taken for a service and you cancel after work has been scheduled or materials ordered, we may retain some or all of the deposit to reflect costs incurred, subject always to applicable consumer law.

4. Customer Responsibilities

You must ensure that the area to be worked on is reasonably safe, accessible, and free from concealed risks. This includes informing us about underground services, fragile surfaces, nesting wildlife, unstable structures, hidden hazards, or chemical treatments that may affect the work. You should also secure pets, remove valuable items where appropriate, and provide any necessary permissions if the land is shared, rented, managed, or subject to third-party restrictions.

Where our team needs access to water, power, refuse disposal areas, or storage space for tools and materials, you must make suitable arrangements unless otherwise agreed. If we are delayed because the site is not ready, the waiting time may be charged. Any instructions given on-site should be clear, lawful, and consistent with the original booking. We may refuse instructions that would create a health and safety risk or materially alter the agreed service without fair adjustment.

5. Liability

We will provide our services with reasonable skill and care, using suitably trained personnel and appropriate equipment. However, gardening work can involve natural variation, weather-related effects, and pre-existing conditions that are not always predictable. We are not responsible for damage arising from hidden defects, subsurface conditions, pre-existing weakness, or failure of materials not supplied by us, unless the damage is caused by our negligence or breach of contract.

Our liability for loss or damage is limited to the amount paid or payable for the specific service giving rise to the claim, except where law requires otherwise. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. We do not accept responsibility for indirect or consequential loss, loss of profit, or loss of opportunity.

If you ask us to work on items, plants, structures, or areas that are already damaged, diseased, unstable, or beyond normal repair, you accept that further deterioration may occur. We may recommend that certain work is postponed, reduced, or declined if it would create an unreasonable risk. Any advice given by our West Heath gardeners is offered in good faith, but final decisions about planting, treatment, replacement, or ongoing maintenance remain your responsibility unless otherwise agreed in writing.

6. Waste Handling and Regulations

Waste created during gardening services, including grass cuttings, branches, leaves, soil, and other green waste, will be handled in line with applicable UK waste rules and local disposal requirements. Unless included in the agreed service, removal and disposal of waste may incur an additional charge. We may separate waste for recycling, composting, or licensed disposal where appropriate, and we may use third-party waste transfer arrangements in accordance with legal obligations.

You must not ask us to dispose of hazardous waste, asbestos, contaminated materials, oils, chemicals, or other regulated substances unless we have expressly agreed to do so and are legally able to handle them. If such waste is discovered during the service, we may stop work and request further instructions. Any special disposal, permit, or licensing requirements arising from unusual waste will be charged in addition to the standard service fee.

Where waste remains on site for collection or is left in bags, piles, or designated areas, it is your responsibility to ensure it is not removed, mixed, or interfered with by others before collection, unless we have agreed otherwise. We are not responsible for waste that is lost, contaminated, or illegally removed by third parties after completion of the service. Customers should also ensure that all waste requests comply with any relevant landlord, management, or property rules.

7. Service Standards, Delays, and Changes

We aim to arrive within the scheduled time window, but arrival times may change because of traffic, weather, access issues, emergency jobs, or operational delays. A delay does not automatically entitle you to compensation unless it is caused by our negligence and results in a direct loss that is legally recoverable. We may also adjust the order of work or reassign staff where needed to complete services efficiently and safely.

If the original request needs to be changed, for example because the hedge height, lawn condition, or clearance volume is significantly different from what was described, we may revise the quote or recommend a different service level. Any material change will normally be discussed before extra work proceeds. By continuing with the service, you agree to the revised terms for the changed work.

8. Complaints and Remedies

If you believe the service has not been carried out properly, you should notify us within a reasonable time after completion so that we can assess the issue. We may ask for photographs, a description of the concern, and access to the site for inspection. Where appropriate, we may offer a remedial visit, partial refund, or another reasonable remedy, depending on the circumstances and the nature of the complaint.

We will not usually be responsible for issues caused by weather after completion, normal plant movement, seasonal change, or the customer’s failure to follow aftercare instructions if any were agreed. If a complaint cannot be resolved informally, the matter may be handled in accordance with the dispute provisions below. Nothing in this section affects your statutory rights under UK consumer law.

9. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including extreme weather, flood, fire, accident, industrial action, transport disruption, supply shortages, or legal restrictions. Where such an event occurs, we may suspend the service, postpone the appointment, or cancel the affected booking without liability for resulting loss, provided we act reasonably and communicate with you as soon as practicable.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any provision is found unenforceable, the remaining provisions shall continue in full force and effect.

This agreement forms the full understanding between you and Gardeners West Heath in relation to the services booked, unless amended in writing by both parties. No waiver of any term will be effective unless agreed in writing, and no failure to enforce a right will be treated as a permanent waiver. By confirming a booking, you acknowledge that you have read, understood, and accepted these conditions in relation to the gardening services provided.