Terms and Conditions for Gardeners Denmark Hill

These Terms and Conditions set out the basis on which Gardeners Denmark Hill provides gardening and related outdoor maintenance services to domestic and commercial customers. By making a booking, requesting a quotation, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear and fair agreement covering the service process, payment expectations, cancellations, liability, waste handling, and the legal framework that applies to the contract.

In these terms, references to we, us, and our mean the service provider operating as gardeners in Denmark Hill, and references to you and your mean the customer receiving the service. These terms apply to all routine and one-off gardening work unless we expressly agree otherwise in writing. If there is any inconsistency between a written quotation and these terms, the written quotation will take priority only for the specific point it addresses.

We reserve the right to update these terms from time to time. Any updated version will apply to new bookings made after the date of publication or communication of the revised terms. Existing confirmed bookings will normally remain subject to the version agreed at the time of booking unless a change is required by law or by a safety obligation.

Booking Process

Bookings are usually made after an enquiry, site assessment, or review of photographs and service details. A quote may be provided based on the information supplied by the customer, but that quote may be revised if the actual work differs from the description originally given. A booking becomes confirmed only when we have accepted the job, agreed the scope of work, and, where required, received any deposit or advance payment requested.

Customers must provide accurate and complete information at the time of booking. This includes details about the garden size, access, parking restrictions, boundaries, slopes, water supply, existing hazards, and any special requirements. If the information provided is incomplete or incorrect, we may need to alter the price, extend the time needed, or reschedule the work. We are not responsible for delays or additional costs caused by inaccurate booking information supplied by the customer.

We may refuse or cancel a booking if the work requested falls outside our available services, if conditions on site are unsafe, or if we believe the job cannot be completed to a proper standard within the agreed time. We may also decline bookings that would require specialist equipment, licensed trades, or work beyond general gardening and outdoor maintenance. For the avoidance of doubt, acceptance of a booking does not create an obligation to complete work that would be unlawful, unsafe, or impractical under the circumstances.

Prices and Payments

Prices are normally set out in the quotation, schedule of works, or booking confirmation. Unless stated otherwise, quoted prices are based on the scope of work described at the time of booking and may exclude additional materials, waste disposal charges, parking charges, or access-related costs. If extra work is requested during the visit, we may charge for it at the applicable rate, provided the customer agrees or the additional work is reasonably necessary to complete the service safely and properly.

Payment terms will be confirmed before work begins. We may require full payment in advance, part payment upfront, or payment on completion depending on the nature and size of the job. Unless otherwise agreed, invoices are payable immediately on receipt or within the timeframe stated on the invoice. Late payments may result in paused services, cancellation of future appointments, and, where lawful, recovery of reasonable costs associated with collecting overdue sums.

Where a deposit has been taken, it may be non-refundable in certain circumstances, particularly where we have reserved time, ordered materials, or incurred preparatory costs. Any non-refundable element will be made clear at the time of booking. We may also request payment for materials before ordering them, and any materials purchased specifically for your job remain payable whether or not they have been fully used, provided they were ordered with your agreement or required to complete the works.

Gardeners Denmark Hill does not accept responsibility for delays caused by payment processing failures, bank restrictions, or chargeback disputes initiated by the customer without valid reason. If a card payment, transfer, or other payment method is reversed after work has been completed, we reserve the right to recover the outstanding balance along with any reasonable administrative or bank charges resulting from the reversal.

Cancellations, Rescheduling, and Access

If you need to cancel or reschedule a booking, you should give notice as early as possible. Cancellations made within the agreed notice period may not incur a charge, but late cancellations may result in a fee reflecting lost time, travel preparation, and unrecoverable costs. Where work has already started, you must pay for the portion completed and any materials already purchased or committed for your job.

We may reschedule appointments due to weather, safety concerns, staff illness, equipment failure, or circumstances beyond our reasonable control. In such cases, we will aim to offer an alternative time. We will not be liable for reasonable delay caused by conditions that make gardening work impractical or unsafe, including extreme weather, restricted access, or site conditions that were not disclosed before the appointment.

You must ensure that we can access the property and any agreed working areas at the scheduled time. This includes unlocking gates, providing safe entry, and ensuring that pets, children, valuables, and fragile items are secured. If we cannot access the site or begin work because access has not been arranged, we may charge a wasted visit fee or treat the appointment as cancelled by the customer.

Standards of Service and Customer Responsibilities

We will carry out services with reasonable care and skill, using suitable methods and equipment for the type of work agreed. However, gardening is a natural and variable service. Plants, turf, hedges, and soil conditions may react differently depending on season, weather, age, health, and prior maintenance. As a result, outcomes can be affected by factors outside our control, and we do not guarantee that living materials will always respond in a particular way.

Customers are responsible for informing us of any known issues affecting the site, including underground services, unstable structures, hidden hazards, poisonous plants, or protected wildlife features. If you ask us to work near underground pipes, cables, drains, or other concealed infrastructure, you accept responsibility for the risk unless we have expressly agreed to take on that risk after inspection. We may stop work if we believe continuing would create a danger to people, property, or the environment.

Any images, descriptions, or examples shared before a booking are intended for reference only and do not constitute a guarantee of the exact appearance of the finished work. Natural variation in colour, shape, growth, and cut quality is normal in gardening services. If a customer wants a specific result, that requirement must be made clear in advance and included in the agreed scope where reasonably possible.

Waste Regulations and Site Clearance

Garden waste created during the service may be removed by us, left on site, composted, or disposed of in a lawful manner depending on the agreed arrangement. If removal is included, we will handle waste in compliance with applicable waste regulations and use appropriate transfer or disposal routes. Charges for waste removal may be based on volume, weight, type of waste, and disposal costs.

Customers should not ask us to dispose of prohibited, hazardous, clinical, chemical, or non-garden waste unless we have specifically agreed in writing and are legally able to do so. Examples of waste we may refuse to handle include asbestos, paint, solvent containers, fuel, contaminated soil, sharps, electrical items, and other regulated materials. If such items are discovered on site, we may stop work or apply additional charges for safe handling, segregation, or withdrawal from the task.

Where waste is removed from the property, it may be transported by approved means to licensed or authorised facilities, recycled where possible, or disposed of in accordance with the relevant legal requirements. The customer must ensure that any waste left for collection is separated and presented in a way that is safe and practical. We are not responsible for waste that has been mixed with non-garden materials or for waste generated before we arrived unless we have expressly agreed to clear it.

Any green waste, soil, rubble, timber, or similar materials remaining after work is completed will be treated according to the agreed scope. If the customer wants us to leave all arisings on site, that request must be made before work starts. Once waste has been removed under an agreed arrangement, it becomes our responsibility to dispose of it lawfully and the customer no longer has any claim to that waste.

Liability and Limitations

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 under UK law. Subject to that, we shall not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of enjoyment, business interruption, or loss arising from third-party acts or omissions.

Our total liability for any claim arising from a service, whether in contract, tort, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We are not liable for pre-existing defects, hidden damage, root problems, subsidence, weak fencing, underground obstructions, or failure of plants due to previous neglect or unsuitable site conditions.

We take reasonable care to avoid damage to lawns, plants, structures, and surfaces, but some risk is inherent in gardening work. Light scuffing, minor disturbance to soil, or temporary changes in appearance may occur during normal operations. If a customer believes damage has been caused by us, they must notify us within a reasonable time and provide details so that we can inspect the issue and, where appropriate, investigate or remedy the matter.

If we are required to revisit a site due to an issue caused by our failure to perform the agreed work with reasonable care and skill, we may, at our discretion, return to repair or correct the problem, provide a partial refund, or offer another proportionate solution. This is the customer’s main remedy, subject to any rights available under consumer law.

Force Majeure and Service Suspension

We will not be liable for failure to perform or delay in performance caused by events beyond our reasonable control. Such events may include severe weather, flood, fire, accident, equipment breakdown, industrial action, public authority restrictions, illness, transport disruption, or interruption to utilities. If such an event occurs, we may suspend or postpone services until it becomes reasonably practicable to resume.

If a service is suspended because of safety or compliance concerns, we may require the customer to take corrective action before work restarts. This may include clearing access, removing hazards, arranging repairs, or confirming that the site is safe. Any additional visit, stand-by time, or re-mobilisation cost may be charged where reasonable and where the suspension was not caused by our breach.

Complaints, Variation, and Legal Terms

If you are unhappy with any aspect of the service, you should raise the issue promptly so it can be reviewed. We may ask for photographs, notes, or an opportunity to inspect the work. Time is important in gardening services because conditions can change quickly, so delayed complaints may be harder to assess fairly. Nothing in this section limits any rights you may have under consumer protection law.

Any variation to these Terms and Conditions must be agreed in writing or clearly confirmed as part of the booking correspondence. If a term is found to be invalid or unenforceable, the remaining terms will continue in effect. A failure by us to enforce any right under these terms does not mean that right has been waived.

The headings in this document are for convenience only and do not affect interpretation. These terms are intended to work alongside any written quotation, invoice, or job confirmation issued for the relevant service. In the event of conflict, the more specific written agreement will apply to that issue, provided it does not conflict with mandatory law.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise.

This legal framework applies regardless of how the booking was made, whether the work was one-off or recurring, and whether the service involved pruning, clearance, planting, maintenance, or other garden care tasks. By proceeding with a booking, the customer acknowledges that they have read, understood, and accepted the terms set out in this document.