Terms and Conditions for Gardening Services

These Terms and Conditions set out the basis on which Gardeners Willesden provides domestic and commercial gardening services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any work, as they explain how appointments are arranged, how payments are handled, what happens if plans change, and the responsibilities of both parties.

The purpose of these terms is to create a clear and fair agreement for all gardening work supplied by our Willesden gardeners and related teams. We aim to keep the process simple while also protecting against misunderstandings about scope, costs, access, safety, and waste removal. These conditions apply whether the service involves routine maintenance, one-off work, or larger seasonal tasks.

References to our services, the company, or the contractor mean the gardening provider carrying out the work, while references to the customer mean the person or business requesting the service. If any special written agreement has been made for a particular job, that agreement will apply alongside these terms, unless it expressly states otherwise.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other booking channel made available by the company from time to time. A booking request does not become a confirmed appointment until it has been accepted by us and, where required, a deposit or prepayment has been received. We may refuse a booking at our discretion if we are unable to provide the service safely, legally, or within the requested timeframe.

When arranging a booking, the customer must provide accurate information about the property, access, parking, garden size, current condition, and any known hazards. This helps us allocate the right team, tools, and time. If the information provided is incomplete or incorrect, the service may need to be rescheduled, adjusted, or repriced. Garden maintenance bookings often depend on the size and condition of the area, so clarity at the outset is important.

Any quotation given before a site visit is based on the information supplied by the customer and is therefore an estimate unless stated as fixed. If the actual conditions differ materially from what was described, we may revise the price or the scope of work. A quotation remains valid only for the period stated, or if no period is stated, for a reasonable time depending on demand and season.

2. Service Standards and Scope

Our gardening services will be carried out with reasonable skill and care, using appropriate tools and methods for the task agreed. The exact scope of work should be confirmed at booking or in writing before the job begins. Tasks not included in the agreed scope will not be undertaken unless specifically authorised by the customer and accepted by us.

Where a service is described in general terms, such as lawn care, hedge trimming, clearance, planting, pruning, or seasonal maintenance, the work will be limited to what is reasonably expected for that service type and the time allocated. We may stop work if continuing would be unsafe, unlawful, or likely to cause damage to plants, structures, utilities, or property. In such cases, we will explain the reason where practicable.

Our team may make professional recommendations during the work, but these are not binding unless agreed in writing. For example, if a plant is diseased, a hedge is overgrown, or access issues prevent proper completion, we may advise an alternative approach. The customer remains responsible for deciding whether to proceed with additional work or changes. All amendments should be agreed before implementation whenever possible.

3. Payments

Unless otherwise agreed in writing, payment is due in full upon completion of the work, or in advance for prepaid services. For larger projects, staged payments, deposits, or milestone payments may be required. Any deposit requested secures the booking and may be non-refundable where time has been reserved or materials have been ordered specifically for the job.

We accept the payment methods stated at the time of booking or invoicing. The customer must ensure that payment is made by the due date shown on the invoice. If payment is late, we reserve the right to charge reasonable administrative costs, suspend further work, or recover sums owed through appropriate legal channels. Any bank charges or failed payment fees caused by the customer’s payment method may be added to the amount due where permitted by law.

All prices are stated in pounds sterling and may be subject to VAT where applicable. Unless expressly included, prices do not cover parking charges, congestion-related charges, special waste transfer costs, or additional materials requested during the job. If further work is needed because the original scope has changed, we will provide a revised price before proceeding where reasonably possible.

4. Cancellations, Rescheduling, and Access

The customer may cancel or reschedule a booking, but reasonable notice should be given. Cancellations made with little notice may result in a charge, particularly where staff, equipment, or materials have already been allocated. If the team arrives and cannot begin work because access is unavailable, the property is locked, or the customer is absent without prior arrangement, a call-out or wasted visit charge may apply.

We may cancel or postpone a booking if weather, safety concerns, staff illness, equipment failure, or other circumstances beyond our control make it impracticable to carry out the work. In such cases, we will aim to rearrange the service as soon as reasonably possible. We are not responsible for indirect loss arising from a cancellation or delay caused by events outside our reasonable control.

If a booking is amended by the customer, the new date and time will be subject to availability. Where a cancellation occurs after materials have been purchased or hired, the customer may be required to cover those costs if they cannot be returned or reused. Gardeners Willesden reserves the right to refuse future bookings where repeated late cancellations or access problems occur.

5. Customer Responsibilities

The customer must ensure that the property is accessible and that the work area is reasonably safe for gardening operations. This includes securing pets, removing valuable or fragile items from the work zone, and informing us about hidden risks such as underground services, unstable surfaces, broken glass, or aggressive wildlife. If the customer asks us to move items, they do so at their own risk unless we have agreed otherwise in writing.

The customer is responsible for confirming that any requested work is permitted by lease, management rules, planning restrictions, or other applicable obligations. If permission from a landlord, freeholder, tenant, or managing agent is required, the customer must obtain it before the service starts. We are entitled to rely on the customer’s confirmation that all necessary consents have been obtained.

Where the work involves plants, lawns, or soil conditions affected by drought, disease, pests, or previous poor maintenance, results may vary and cannot always be guaranteed. Natural variation is part of gardening and may affect appearance, growth, and recovery. We do not promise outcomes that depend on weather, seasonal timing, or pre-existing site conditions beyond our control.

6. Waste Regulations and Disposal

Garden waste removed as part of the service will be handled in accordance with applicable UK waste regulations. We may transport green waste, cuttings, leaves, soil, and similar materials to an authorised disposal or recycling facility where this has been agreed. Waste transfer notes, receipts, or other compliance records may be retained as required by law.

The customer must not ask us to dispose of hazardous waste unless we have expressly agreed to do so and are legally permitted to handle it. This includes items such as asbestos, chemicals, oils, paint, clinical waste, contaminated soil, or materials with unknown hazards. If such items are discovered during the work, we may stop and seek instructions. Additional charges may apply if specialist handling is required.

Where waste remains on the property after the work, the customer is responsible for its storage, handling, and lawful disposal. If waste is left in bags or piles pending collection, it should be kept in a safe location and not mixed with non-garden materials unless specifically agreed. We are not liable for fines, notices, or penalties caused by waste that the customer retains or disposes of improperly after the service has ended.

7. Liability

We will take reasonable care when carrying out all work, but liability is limited to losses caused by our negligence, breach of contract, or failure to comply with legal duties. We are not responsible for pre-existing damage, hidden defects, unstable ground, structural weakness, or damage caused by events outside our control. The customer should notify us of any known vulnerabilities before the service begins.

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability for any claim arising from a service shall be limited to the price paid for the relevant work, except where a different limit is required by law.

We are not liable for indirect or consequential losses, such as loss of profit, loss of enjoyment, or loss arising from missed deadlines, unless such losses are a foreseeable direct result of our breach and are recoverable under law. The customer should arrange any insurance they consider necessary for valuable property, specialist plants, or site-specific risks.

8. Complaints, Variations, and Suspension of Work

If the customer is unhappy with any aspect of the service, they should raise the issue promptly so that it can be reviewed while the facts remain fresh. We may request photographs, site access, or other information in order to assess the concern. Where a genuine service issue has occurred, we may offer to revisit, remedy, or partially refund as appropriate and at our discretion, subject to legal rights.

Any variation to the agreed scope, schedule, or price should be confirmed in writing wherever practical. Verbal requests may be accepted during the visit, but the final scope will be the work actually agreed by both parties. If continued work becomes unsafe, obstructed, or inconsistent with the original booking, we may suspend the service until the matter is resolved.

We may also suspend or end the agreement if the customer behaves abusively, fails to pay, gives false information, or repeatedly prevents the work from being completed. In such cases, any outstanding sums for work already done or costs already incurred remain payable. This protects the fairness and continuity of our garden service terms.

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 the customer is entitled by law to bring proceedings elsewhere.

Any failure by us to enforce a provision immediately does not waive our right to enforce it later. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remainder shall continue in full force and effect. This helps ensure the agreement remains workable and legally sound.

By placing a booking with Gardeners Willesden, the customer confirms that they have read, understood, and accepted these terms. These conditions are intended to support clear communication, safe working practices, lawful disposal, fair payment, and a professional standard across all gardening work supplied under this service agreement.