Terms and Conditions for Gardeners Forest Hill

These Terms and Conditions set out the basis on which gardening services are provided by Gardeners Forest Hill. By making a booking, the customer agrees to the terms below. These conditions are designed to keep the service clear, fair, and practical for both parties, whether the work relates to routine maintenance, seasonal care, hedge work, planting, lawn attention, or general garden upkeep.

For the purposes of these terms, references to “we”, “us” and “our” mean the gardening service provider, and references to “you” and “your” mean the customer who requests or receives the service. The wording below applies to all standard bookings unless we agree otherwise in writing. Nothing in these terms affects your statutory rights under UK law. We aim to provide a professional, reliable, and transparent garden service.

Please read this document carefully before confirming any booking. If any part of these terms is unclear, it is your responsibility to ask for clarification before the work begins. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions. These terms form the full agreement between the parties for the relevant job unless a separate written agreement states otherwise.

1. Booking Process

Bookings may be requested by telephone, email, online form, or another approved method. A booking is not confirmed until we have accepted the request and provided a date, time window, or other agreed schedule. All quotes or estimates are based on the information available at the time. Where a customer’s description of the work is incomplete or inaccurate, the final service scope may need to be adjusted.

Before starting work, we may ask for photographs, access details, or other relevant information to assess the job accurately. For larger or more complex work, a site visit may be required before confirmation. We reserve the right to decline a booking if the work requested is unsafe, outside our service scope, or cannot reasonably be delivered with the resources available. Gardeners Forest Hill may also reschedule a booking if weather, access, health and safety, or operational issues make the original appointment impractical.

Once a booking is accepted, the customer must ensure that access to the property and work area is available on the agreed date and time. If the customer is not present, they must provide any necessary instructions in advance. Delays caused by missing access, locked gates, unavailable parking, or incorrect information may result in additional charges or cancellation fees. Where attendance is required at a specific time, we will try to be punctual, but timeframes are estimates unless explicitly agreed as fixed.

2. Payments

Payment terms will be set out in the quote, invoice, or booking confirmation. Unless otherwise agreed, payment is due upon completion of the work or within the stated invoice period. For larger projects, we may request a deposit or staged payments before commencement or during the works. Any deposit requested is non-refundable except where we cancel the booking without lawful cause or where required by law.

Prices may be calculated on the basis of time spent, labour, materials, disposal costs, or a fixed job price. If additional work is requested by the customer during the visit, or if extra work becomes necessary because the site conditions differ from those disclosed, we may revise the price accordingly. All materials remain chargeable once ordered or used. Late payments may incur reasonable administration fees and interest where permitted under the Late Payment of Commercial Debts (Interest) Act 1998 or other applicable rules.

We accept only the payment methods we specify at the time of booking or invoicing. The customer is responsible for ensuring that funds are available. If payment is declined or delayed, we may suspend future work until all outstanding sums are cleared. Any legal or recovery costs incurred in pursuing unpaid invoices may be added to the amount due, to the extent allowed by law.

3. Cancellations and Rescheduling

Customers may cancel or reschedule a booking, but reasonable notice must be given. Unless a different notice period is stated in writing, at least 48 hours’ notice is required for standard visits. For larger jobs, special orders, or multi-day projects, a longer notice period may apply. If notice is not provided within the required time, we may charge a cancellation fee to cover lost time, travel, or preparation.

If we arrive at the property and cannot complete the work because access is unavailable, conditions are unsafe, or the customer is absent without prior arrangement, the booking may be treated as a late cancellation. Where deposits have been paid, we may retain some or all of the deposit to reflect work already undertaken, materials ordered, or time reserved. We will always act reasonably and in line with applicable consumer law.

We may also cancel or postpone a visit where necessary due to severe weather, equipment failure, staff illness, force majeure, or any other event beyond our reasonable control. In such cases, we will try to offer an alternative date. Gardeners Forest Hill will not be liable for indirect loss caused by a cancellation or rescheduling, provided we have acted fairly and in good faith.

4. Liability and Customer Responsibilities

We will carry out services with reasonable skill and care. However, gardening work may involve unavoidable risks, especially where surfaces are uneven, vegetation is dense, or hidden items are present. The customer must tell us about any known hazards, including underground services, fragile structures, animal restrictions, dangerous plants, infestations, or restricted access. We are entitled to rely on the information provided by the customer unless we have reason to believe it is inaccurate.

We are not responsible for pre-existing damage, deterioration, weak structures, or defects that are already present before work begins. We are also not responsible for losses caused by inaccurate instructions, withheld information, or the failure of the customer to maintain the site properly after our work has been completed. To the fullest extent permitted by law, our liability is limited to the value of the services supplied in relation to the specific claim, except in cases of death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.

Where plants are supplied or planted, outcomes may vary due to weather, soil condition, watering, pests, or ongoing maintenance. Any advice we provide is offered in good faith, but final results depend on many factors outside our control. We do not guarantee survival, growth rate, colour, or appearance of living material unless a written guarantee is expressly stated. Nothing in these terms excludes liability where such exclusion would be unlawful.

5. Waste Removal and Disposal Regulations

Garden work often creates green waste, soil, cuttings, branches, packaging, and other refuse. Unless otherwise agreed, the customer is responsible for arranging waste disposal. If we agree to remove waste, this service will be charged separately or included only where expressly stated in the quote. Waste collection and disposal will be handled in accordance with applicable UK environmental and waste regulations, including requirements relating to duty of care, carrier responsibility, and lawful disposal.

The customer must not ask us to remove prohibited, hazardous, or unknown materials unless we have specifically agreed and are legally able to do so. This includes asbestos, chemicals, oils, contaminated materials, clinical waste, or any item that requires specialist handling. If such materials are discovered during the work, we may suspend the job and charge for time already spent. Any fly-tipping, illegal dumping, or misuse of waste transfer arrangements is strictly forbidden. We reserve the right to refuse any load that may breach waste rules or health and safety obligations.

Where waste is removed by us, we may transfer it to a licensed waste facility or authorised recycling point as appropriate. The customer agrees not to place hidden non-garden waste in the material for collection. If mixed waste is discovered, additional charges may apply. All waste-related arrangements are subject to the information given at the time of booking and the condition of the site when work is carried out.

6. Access, Site Conditions, and Delays

To carry out services efficiently, the customer must provide safe access to the property, including any gates, driveways, power supply, and water access if required for the job. The work area should be reasonably clear of personal items, fragile objects, and obstacles. If the site is unsuitable for work when we arrive, we may either wait for the issue to be resolved, amend the scope, or leave and charge for the visit if the problem prevents completion.

We are not liable for delays caused by traffic, weather, supplier issues, third-party interference, or circumstances beyond our reasonable control. Where work depends on materials, plants, or equipment being available, completion times are estimates only. If we identify conditions that make the original task unsafe or impractical, we may stop the job and discuss options with the customer before continuing. Any change to the agreed scope must be confirmed before additional work is carried out.

Customers must ensure that pets, children, and visitors are kept away from active work areas. We may pause work if we consider the environment unsafe. If work is interrupted because safety requirements are not met, the customer may be charged for the time already spent. This protects both the people carrying out the work and the property being serviced.

7. Materials, Substitutions, and Plant Stock

Where we supply materials, plants, tools, or consumables, we will aim to match the agreed specification as closely as possible. However, natural variation in plant size, colour, and form should be expected. If a specified item is unavailable, we may suggest a suitable replacement of similar quality and value. We will not substitute major items without the customer’s approval unless delay would cause the service to become impractical and a reasonable equivalent is clearly acceptable.

Any materials left on site remain the customer’s responsibility once delivered, except where we have expressly agreed to retain ownership until full payment is made. The customer should inspect supplied items promptly and notify us of any concerns as soon as reasonably possible. Claims relating to visible defects, missing items, or obvious damage should be raised without delay so that they can be addressed appropriately.

8. Complaints and Remedies

If the customer is dissatisfied with any aspect of the service, they should inform us promptly and provide reasonable detail so that the issue can be investigated. We may ask for photographs, a description of the concern, or an opportunity to revisit the site. Where a legitimate fault in our work is established, we may choose to re-perform the service, offer a partial refund, or provide another reasonable remedy. This does not affect any rights available under UK consumer protection law.

We will not usually be liable for complaints made long after the work was completed if conditions have changed, the garden has not been maintained, or third parties have altered the area. Any claim must be made within a reasonable time. Our intention is to resolve issues fairly and efficiently wherever possible.

9. 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, except where consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

The fact that we do not enforce a right or clause immediately does not mean that we waive that right or clause in the future. Any variation to these terms must be agreed in writing. By booking a service with Gardeners Forest Hill, you confirm that you accept these conditions as the basis of our working arrangement.

10. Final Provisions

These terms are intended to support a professional and straightforward service arrangement for all customers. They apply to domestic and commercial gardening work unless another written agreement overrides them. We recommend keeping a copy of the booking confirmation and invoice for your records. Acceptance of a service request indicates agreement to these Terms and Conditions.