Terms and Conditions for Gardeners Custom House

These Terms and Conditions set out the basis on which gardening services are supplied by Gardeners Custom House. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and practical arrangement for both parties. They apply to all routine and one-off work, including maintenance, planting, pruning, clearance, and related outdoor services, unless a separate written agreement states otherwise.

For the purposes of these terms, references to we, us, and our mean the service provider, while you and your mean the customer who requests the work. The agreement begins when a booking is accepted and continues until the agreed services have been completed, cancelled in line with these terms, or otherwise terminated lawfully. Nothing in these terms affects your statutory rights as a consumer under UK law.

We aim to provide a professional and reliable gardening service, but the exact scope of work will always depend on the quotation, the condition of the garden, access, weather, and any special instructions provided before or during the appointment. Customers are responsible for ensuring that all relevant information is shared honestly and promptly so that the work can be planned safely and efficiently.

Booking Process

Bookings for Custom House gardeners services may be requested by telephone, email, online form, or any other accepted method of enquiry. A booking is not confirmed until we have reviewed the requested work, agreed the estimated scope, and provided confirmation. In some cases, a visit may be required before a final quotation or schedule can be issued, particularly where the work is extensive or depends on site conditions.

When a customer makes a booking, they must provide accurate information about the property, the access arrangements, the type of work required, the presence of pets, hazardous materials, water features, or any restrictions that may affect the service. If the information supplied is incomplete or misleading, we may revise the quotation, reschedule the appointment, or decline the job if continuing would be unsafe or impractical. Any agreed date or time is an estimate unless we have expressly stated otherwise.

We will use reasonable efforts to arrive within the agreed time window, but delays may occur due to traffic, weather, equipment failure, or other factors beyond our control. If this happens, we will aim to notify the customer as soon as reasonably possible and arrange an alternative date where necessary. A booking may also be subject to minimum notice periods, seasonal availability, and crew capacity. Confirmation by us does not guarantee that every item listed by the customer will be completed if the conditions on site make part of the work unsuitable or unsafe.

Payments and Pricing

All prices are normally quoted in pounds sterling and may be stated as fixed fees, hourly rates, or estimated charges depending on the nature of the gardening work. Unless otherwise agreed in writing, quotations remain valid for a limited period and may be adjusted if the customer changes the scope of the job, if the property conditions are materially different from those described, or if additional labour or materials are required. Any estimate should be treated as indicative until the work is assessed on site.

Payment terms will be confirmed at the time of booking or on the invoice. In most cases, payment is due upon completion of the work, although deposits, part-payment, or advance payment may be required for larger projects, specialist materials, or recurring appointments. We may suspend or refuse further services if an invoice remains unpaid after the due date. Any late payment charges or recovery costs, where lawful and properly applicable, may be added to the outstanding balance.

Unless expressly included, quotations do not cover third-party charges, specialist disposal fees, parking charges, permit costs, or extraordinary material purchases. Where additional costs arise during the work, we will normally seek approval before proceeding, provided this is reasonably possible. Customers are expected to settle the full amount without deduction or set-off unless they have a lawful basis to dispute the charge. A request for clarification does not automatically suspend the obligation to pay any undisputed amount.

Cancellations and Rescheduling

We understand that plans can change. If you need to cancel or reschedule a booking, please give as much notice as possible. Cancellations made within the agreed notice period may be accepted without charge, but late cancellations or missed appointments may attract a fee to cover lost time, travel, and preparation, especially where a team or specialist equipment has already been allocated. Any applicable cancellation charge will be reasonable and proportionate to the loss incurred.

If we must cancel or postpone a booking because of severe weather, staff illness, equipment failure, access issues, or any other circumstance beyond our reasonable control, we will aim to offer a new appointment as soon as reasonably practicable. We are not liable for indirect loss arising from a rescheduled visit, provided we act fairly and with due care. Where repeated cancellations are necessary, we may review the booking arrangement or suggest alternative timing that better suits the conditions.

Service Standards and Customer Responsibilities

We will perform the gardening services with reasonable skill and care, using suitable tools and methods consistent with the agreed work. However, natural variations in plants, lawns, soil, and weather can affect results, and no guarantee is given that living plants will always survive, establish, or thrive after treatment. Any timescales provided are estimates only unless agreed as a fixed completion period in writing. The customer should inspect the completed work promptly and raise any concerns within a reasonable time.

Customers must ensure that the property is reasonably safe for access and that pets, children, valuables, and fragile items are secured before the visit. We do not accept responsibility for delays or damage caused by concealed hazards, unstable surfaces, underground obstructions, defective structures, or inaccurate instructions supplied by the customer. If we believe that continuing the work would create a risk to people, property, or equipment, we may stop the service until the issue has been resolved.

If we need to move garden furniture, ornaments, plant pots, temporary structures, or similar items to complete the work, we will do so with reasonable care but cannot guarantee against pre-existing weakness, wear, or hidden defects. Customers should tell us in advance about any items that are especially valuable or delicate. Where the work involves cutting, pruning, or clearing, some temporary mess is unavoidable, and the customer accepts that the garden may need to be tidied further after the main service has been completed.

Liability and Insurance

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded. Subject to that, our liability is limited to direct loss or damage caused by our proven negligence or breach of contract, and we shall not be responsible for any indirect, special, or consequential loss, including loss of profit, business interruption, or loss of enjoyment.

To the fullest extent permitted by law, we are not liable for damage resulting from normal wear and tear, adverse weather, pre-existing defects, hidden conditions, or instructions given by the customer contrary to our advice. We also are not liable for loss caused by events outside our reasonable control, including storms, flooding, fire, power failure, or supply disruption. Any claim for damage must be notified as soon as reasonably possible and in any event within a reasonable period after the relevant incident.

We may carry appropriate public liability insurance, but the existence of insurance does not create any additional contractual duty beyond these terms. Where a claim is valid, our total liability for any single event or series of related events will not exceed the amount paid for the specific service giving rise to the claim, except where a higher cap is required by law. This limitation is intended to be fair and commercially sensible in the context of domestic garden services.

Waste, Green Waste, and Regulatory Compliance

All waste handling connected with the service will be carried out in accordance with applicable UK waste laws and environmental rules. This includes a duty to deal responsibly with green waste, cuttings, soil, branches, packaging, and any other material removed during the work. We may take waste away for lawful disposal or recycling if this has been included in the booking or otherwise agreed in advance.

Customers must disclose any material that may be classed as hazardous, contaminated, or subject to special disposal requirements. We do not accept responsibility for removing asbestos, chemicals, oil, clinical waste, or other regulated substances unless a separate written arrangement expressly permits this and all legal requirements are met. Waste must be presented in a manner that is safe to handle and that complies with any relevant local authority, environmental, or site-specific rules. If unsuitable waste is discovered, we may pause the work and seek further instructions.

Where the customer requests removal of garden waste, ownership of the waste transfers only once collection has taken place in accordance with the agreement. Until then, the waste remains the customer’s responsibility. We will not knowingly dispose of waste unlawfully, and customers agree not to request any action that would breach the law. If a permit, licence, or additional compliance step is required, the parties will cooperate in good faith to ensure that the service remains lawful and properly documented.

Complaints, Variations, and Termination

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can investigate and, where appropriate, put matters right. We may offer to revisit the property, correct an error, or make another reasonable adjustment, depending on the circumstances. No variation to the agreed service will be binding unless confirmed by us, although minor operational changes may be made on site where needed for safety or practicality.

Either party may terminate a recurring or ongoing arrangement by giving reasonable notice, subject to any agreed minimum term or separate contract. We may end a booking or refuse future work if the customer fails to pay, repeatedly cancels at short notice, provides unsafe access, behaves abusively, or requests unlawful conduct. Termination does not remove the obligation to pay for work already completed, materials already ordered, or lawful cancellation charges that have accrued.

Governing Law

These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any legal proceedings arising from the agreement, except where consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By booking gardening services with us, you acknowledge that you have read, understood, and agreed to these terms. They are intended to create a balanced and transparent framework for the supply of domestic and light commercial garden work, while preserving the legal rights and obligations of both parties. We may update these terms from time to time, and the version in force at the time of booking will apply unless a later version is agreed in writing.