Terms and Conditions for Gardeners Dollis Hill

These Terms and Conditions set out the basis on which gardening services are provided by Gardeners Dollis Hill. They apply to residential and commercial customers who request routine or one-off work, and they are designed to make the booking process, payment terms, cancellations, and practical responsibilities clear from the outset. By confirming a booking, the customer agrees to be bound by these terms.

For the purposes of these Terms and Conditions, references to “we”, “us”, or “our” mean the gardening service provider, and references to “you” or “the customer” mean the person placing the booking or the person responsible for the premises where the work is carried out. These terms are intended to be fair and transparent, while reflecting the practical nature of outdoor work and the seasonal conditions that may affect a gardener’s services.

Any description of services, quotation, or estimate provided before a job begins is based on the information available at the time. Because garden conditions can vary, the final scope may need to be adjusted if the site differs materially from the details provided at booking. Where a change is needed, we will normally explain the reason and agree the revised scope before proceeding, unless urgent action is required to prevent damage or address a safety issue.

1. Booking process

Bookings may be made by telephone, email, online enquiry form, or any other method offered from time to time. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or written confirmation. The customer is responsible for ensuring that all booking details are accurate, including the property address, access arrangements, work requested, and any known hazards such as broken paving, overgrown ground, hidden obstacles, or restricted entry.

When arranging a visit for Gardeners Dollis Hill, the customer should provide sufficient information for us to assess the likely time, labour, and equipment needed. We may request photographs, measurements, or a site visit before confirming the work. If the customer changes the requested service after the booking has been accepted, we may revise the price, schedule, or staffing levels accordingly.

2. Payments and pricing

Prices will usually be given as either a fixed quotation or an estimate. A quotation is valid only for the period stated in writing and for the specific work described. An estimate is not a final price and may change if the job takes longer, requires more materials, or involves additional tasks not originally included. Unless otherwise agreed, all prices are quoted in pounds sterling and may be subject to VAT where applicable.

Payment terms will be confirmed at the time of booking or on the invoice. We may require full payment in advance for certain services, or a deposit before commencing work, particularly where materials are ordered or a substantial booking slot is reserved. Unless stated otherwise, payment becomes due on completion of the work or within the period shown on the invoice. Late payment may result in follow-up charges, suspension of future bookings, or recovery action where permitted by law.

The customer must not withhold payment because of a complaint that has not been raised promptly in accordance with these terms. If there is a genuine dispute about the service provided, the customer should notify us as soon as reasonably possible so that the matter can be reviewed. Any agreed refund, partial refund, or adjustment will be made at our discretion and without prejudice to our rights under these Terms and Conditions.

3. Cancellations, rescheduling, and access

If the customer needs to cancel or rearrange a booking, reasonable notice should be given. Where a cancellation is made at short notice, we may charge a cancellation fee to cover lost time, travel preparation, staff allocation, or materials already purchased. If we arrive at the property and are unable to gain access, or if the work cannot proceed because the site is not ready, we may treat this as a late cancellation and charge accordingly.

We may also need to reschedule due to severe weather, unsafe conditions, illness, equipment failure, or other circumstances beyond our reasonable control. In such cases, we will aim to offer a new appointment as soon as practicable. Gardeners Dollis Hill will not be liable for any loss resulting from a necessary reschedule where the reason is outside our control, provided we use reasonable efforts to complete the work within a suitable timeframe.

4. Customer responsibilities

The customer must ensure that the site is reasonably accessible and that pets, children, fragile items, valuable outdoor objects, and hazardous materials are secured or removed where necessary. We are not responsible for delays caused by blocked access, locked gates, unsafe surfaces, or failure to prepare the property for the agreed work. If the customer asks us to move items, clear debris, or handle materials that were not included in the original booking, we may charge additional labour.

Where the work involves pruning, hedge cutting, clearance, planting, lawn maintenance, or similar tasks, the customer accepts that gardening is a living and seasonal service. Outcomes may be influenced by weather, soil condition, plant health, and the existing state of the garden. We will use reasonable care and skill, but we cannot guarantee the survival, growth, or future performance of plants unless a separate written agreement states otherwise.

It is the customer’s duty to notify us of any known underground services, irrigation lines, hidden cables, fragile structures, or special site conditions before work begins. If the customer fails to disclose relevant information, and damage arises because of that omission, we will not be responsible for resulting losses except where the law requires otherwise.

5. Liability and limitations

We will carry out services with reasonable care and skill and in a professional manner. If we are found to have caused direct damage through negligence, our liability will be limited, to the extent permitted by law, to repairing the damage, arranging a reasonable replacement, or paying the reasonable cost of rectification, whichever we consider most appropriate in the circumstances. We do not accept liability for indirect, special, or consequential losses, including loss of profits, missed opportunities, or inconvenience.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. Where the customer supplies instructions that are impractical, unsafe, or inconsistent with professional judgment, we may refuse to proceed. If we agree to continue despite a risk identified by the customer, we do so without accepting responsibility for consequences arising from that risk, unless caused by our own negligence.

We are not liable for pre-existing defects, wear and tear, plant disease, pest infestations, storm damage, subsidence, poor drainage, or deterioration caused by environmental conditions. In addition, we do not accept responsibility for loss or damage to items left in the work area unless the item was moved by us negligently and that negligence directly caused the loss. The customer is encouraged to remove or secure valuable items before work starts.

6. Waste regulations and site clearance

Green waste, cuttings, soil, branches, and other material generated during gardening work may be collected, bagged, and removed only if this has been included in the booking or specifically agreed in advance. Any waste removed will be handled in accordance with applicable waste disposal requirements and environmental duties. We will not dispose of controlled, hazardous, or contaminated waste unless this has been expressly agreed in writing and lawful arrangements have been made.

The customer confirms that any waste requiring special handling, such as chemicals, asbestos, oils, paint, sharp metal, clinical waste, or other regulated material, will be disclosed before the appointment. If prohibited or hazardous waste is discovered during the job, we may stop work until the issue is resolved. Additional charges may apply where lawful disposal, extra labour, or specialist handling is required. We may also leave such materials untouched if removal would be unsafe or unlawful.

Where waste is left on site for customer disposal, the customer is responsible for ensuring that it is handled lawfully and promptly. If bins, skips, or collection arrangements are provided by the customer, they must be suitable for the type and volume of waste produced. We are not responsible for overspilling, refusal by a waste carrier, contamination caused by mixed waste streams, or any penalties arising from the customer’s disposal arrangements.

7. Complaints, changes, and service standards

If the customer believes that the service has not been carried out properly, they should raise the matter within a reasonable time after completion. This allows us to inspect the issue and decide whether a correction, partial rework, or other remedy is appropriate. Minor differences in appearance, growth response, or seasonal colour are not normally treated as defects, as gardening outcomes can vary naturally.

We may make reasonable changes to the date, duration, or personnel assigned to a booking where needed to deliver the service effectively. If a material change becomes necessary, we will try to notify the customer in advance. However, where immediate changes are required for safety, weather, or operational reasons, we may act without prior approval if doing so is reasonably necessary to complete or protect the work.

If a booking is abandoned because the customer has not given access, has provided misleading information, or has failed to respond to reasonable attempts to confirm details, we may cancel the job and charge for costs already incurred. Repeated failed bookings may result in refusal of future services. These measures are intended to protect scheduling fairness and ensure that reserved time can be used efficiently.

8. Governing law

These Terms and Conditions, and any dispute or claim arising from 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 mandatory consumer law provides otherwise. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By making a booking with Gardeners Dollis Hill, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The aim is to keep the service straightforward, lawful, and professionally managed, while allowing both parties to understand their rights and responsibilities before work begins. These terms may be updated from time to time, and the version in force at the time of booking will normally apply unless otherwise required by law.