Gardeners Falconwood Terms and Conditions

These Terms and Conditions set out the basis on which gardening services are supplied by Gardeners Falconwood to customers in the United Kingdom. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to these terms. The aim is to keep the arrangement clear, fair, and practical for both sides. These terms apply to domestic and small commercial services unless a separate written agreement states otherwise.

The services covered by these conditions may include routine garden maintenance, lawn care, planting, hedge trimming, seasonal tidying, clearance, and related outdoor work. Any additional work requested outside the original scope may require a revised quotation or written confirmation before it starts. For the purposes of these terms, references to “we”, “us”, and “our” mean the gardening service provider, while “you” and “your” mean the customer.

The customer is responsible for ensuring that the areas to be worked on are accessible, safe, and ready for the agreed service. This includes giving notice of any hazards, restricted access, underground services, fragile structures, pet risks, or concealed obstacles. If we believe the site conditions are unsafe or materially different from what was described, we may pause or reschedule the work, or adjust the quotation where necessary.

Booking Process

Bookings may be made by phone, email, online enquiry, or any other method that we make available from time to time. A booking is not confirmed until we have accepted it, provided a time or date, and, where relevant, received any required deposit or booking fee. A quotation alone does not guarantee availability. We may decline a booking at our discretion if we are unable to meet the required schedule, equipment needs, or safety standards.

When you request a gardening service, you should give accurate information about the property, the tasks required, and any known limitations. If measurements, photographs, or site details are supplied by you, they must be honest and complete to the best of your knowledge. Any estimate given before an inspection is based on the information provided and may change if the actual condition differs. Where a site visit is needed, the final scope and price may be confirmed after inspection.

We will usually confirm the booking details in writing, including the date, approximate arrival window, scope of work, and any special conditions. It is your responsibility to check these details carefully. If you do not notify us promptly of an error, we will assume the information is accepted. We may also refuse or postpone work if payment terms, access arrangements, or safety concerns have not been agreed in advance.

Payments

Prices may be quoted as fixed fees, hourly rates, or a combination of both, depending on the nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The price will normally cover labour and standard operating equipment, but it may exclude disposal charges, specialist materials, hire items, or other extras unless these are specifically included in the quotation.

Payment becomes due in accordance with the terms stated on the quotation, invoice, or booking confirmation. In many cases, payment is required on completion of the work, although some larger or recurring services may require staged payments or an advance deposit. If a deposit is requested, it may be used to secure materials, labour planning, or reserved appointments. Deposits may be non-refundable where the booking is cancelled in breach of the cancellation terms below.

If payment is not made by the due date, we reserve the right to charge statutory interest and reasonable recovery costs where permitted by law. We may also suspend further services until outstanding sums are settled. Any bank charges, failed payment fees, or collection costs arising from a declined payment method may be added to the customer’s account if the failure is not caused by our own error. Discounts, if offered, apply only in the specific circumstances stated and may be withdrawn if payment is late or the service scope changes.

Cancellations and Changes

Customers may request to cancel or reschedule a booking, but notice should be given as early as possible. If a cancellation is made within a reasonable period before the scheduled visit, we may not charge a fee. However, where late cancellation prevents us from reassigning staff, equipment, or reserved time, a cancellation charge may apply. The amount will depend on the notice given, the preparation involved, and any non-recoverable costs already incurred.

If we arrive at the property and are unable to carry out the work because access is not available, the site is unsafe, the customer is absent where attendance is required, or the necessary permissions are missing, we may treat the booking as a late cancellation or a wasted visit. In such cases, a call-out fee or the full agreed charge may be payable, depending on the circumstances. We will act reasonably and consider whether a revised appointment is practical.

We may also need to change or cancel an appointment due to adverse weather, staff illness, equipment failure, traffic disruption, or other events beyond our reasonable control. Where this happens, we will aim to rearrange the work promptly. We are not liable for any indirect losses arising from a cancellation or postponement made for safety, legal, or operational reasons. Customers should understand that some outdoor work can only be completed when conditions are suitable.

Liability and Service Standards

We will perform the gardening services with reasonable care and skill and in line with the information agreed at booking. If a problem arises because we have not used reasonable care, we may, at our option, repeat the relevant work, reduce the charge, or offer another appropriate remedy. This does not affect any rights you may have under applicable consumer law. Any complaint should be raised as soon as reasonably possible so that the matter can be reviewed while the details are still clear.

Our liability is limited to direct losses that were reasonably foreseeable and caused by our breach of contract or negligence. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. We are not responsible for pre-existing damage, hidden defects, defective structures, underground services, fragile items left in work areas, or outcomes caused by inaccurate information provided by the customer.

Where plants, turf, shrubs, or other living materials are supplied by us, we will take reasonable care in sourcing and handling them. However, because living materials are affected by weather, soil conditions, watering, and aftercare, we cannot guarantee long-term survival unless a separate written guarantee is provided. Any advice we give about plant care, maintenance, or treatment is based on general professional judgement and the condition described at the time, not on a warranty of future results.

Waste Removal and Regulations

Any waste removal carried out as part of the service will be managed in accordance with relevant UK waste legislation and environmental obligations. Garden waste may include grass cuttings, branches, leaves, soil, hedge trimmings, and similar biodegradable material. Unless expressly agreed otherwise, waste remains the customer’s property until removed under the arrangement stated in the booking. We will only transport, store, or dispose of waste in lawful and appropriate facilities.

We do not undertake to remove hazardous waste unless this has been specifically agreed in writing and any required legal steps have been completed. Hazardous materials may include chemicals, asbestos-containing items, contaminated soil, sharp waste, or any substance requiring specialist handling. If such items are discovered during the work, we may stop and seek instructions. Additional charges may apply where waste sorting, bagging, loading, permits, or disposal fees are increased by the nature or volume of material.

You must tell us in advance if waste may include items that are heavy, contaminated, restricted, or likely to require special handling. We may refuse to remove waste that could breach environmental, transport, or safety rules. If waste is left behind after completion because removal was not included in the service or because a legal restriction prevents collection, it remains your responsibility. We will not dispose of domestic rubbish, trade waste, or prohibited items unless the arrangement clearly allows it.

Customer Obligations

To enable the service to proceed properly, you must ensure that the property is accessible at the agreed time and that any gates, paths, parking arrangements, and working areas are available as required. You should also secure pets, move fragile items, and protect valuables or objects that may be damaged by normal gardening activity. If you request that items remain in place, you accept the risk unless we specifically agree in writing to take responsibility.

You are also responsible for giving us accurate instructions about the boundaries of the work, any areas to avoid, and any plants or structures that require special care. If you want a particular outcome, it should be explained clearly before work begins. Changes requested during the visit may affect timing and cost. If the revised request exceeds the original scope, we may provide a new price or ask that the extra work be scheduled separately.

Where recurring maintenance is arranged, you should keep us informed of any changes to access, property use, watering systems, or tree and hedge conditions that may affect the service. We may rely on the latest instructions given by you or your authorised representative. If another person on site gives conflicting directions, we may pause work until the position is clarified. The customer remains responsible for ensuring that any third party present has authority to act on their behalf.

Complaints, Delays, and Force Majeure

We hope every service proceeds smoothly, but if you believe the work has not been delivered as agreed, please raise the issue promptly and in a detailed manner. We may request photographs, descriptions, or access to inspect the relevant area. We will assess the matter fairly and, where appropriate, offer a remedy in line with these terms and applicable law. Delayed reporting may make it harder to confirm the cause or extent of the issue.

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including extreme weather, flooding, fire, industrial action, transport disruption, illness, equipment breakdown, or supply shortages. In such cases, performance may be suspended for the duration of the event. If the event continues for an extended period, either party may be entitled to rearrange or cancel the affected booking on reasonable notice.

These Terms and Conditions may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking unless a later change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in enforcing any right will operate as a waiver of that right.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If you are a consumer living in Scotland or Northern Ireland, you may also have rights to bring proceedings in your local courts where those rights cannot be excluded by law.

Nothing in these terms is intended to limit your statutory rights under UK consumer protection legislation. If any mandatory law gives you a stronger right than these terms, the mandatory law will apply. By using our gardening services, you confirm that you have read, understood, and accepted these conditions as the basis of the contract between us. These terms are intended to create a clear and workable agreement for professional garden services while allowing reasonable flexibility where outdoor conditions require it.