Gardeners Norbiton Service Terms and Conditions

These Terms and Conditions set out the basis on which Gardeners Norbiton provides gardening and related services to residential and commercial customers in the United Kingdom. By making a booking, accepting a quotation, or allowing our operatives to commence work at your property, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Customer means the person, firm or company who requests or receives services from Gardeners Norbiton.

Services means any gardening, garden maintenance, lawn care, soft landscaping, hedge trimming, planting, clearance, or related services supplied by Gardeners Norbiton.

Property means the address or outdoor area at which the Services are to be carried out.

Contract means the agreement between Gardeners Norbiton and the Customer for the provision of Services in accordance with these Terms and Conditions.

2. Scope of Services

Gardeners Norbiton provides general garden maintenance and related services including, but not limited to, lawn mowing, hedge trimming, pruning, planting, weeding, garden clearance, leaf collection, and other routine gardening tasks. Any specialist or high-risk work, such as tree surgery at height, use of heavy machinery, or structural landscaping, will only be undertaken by prior written agreement and may be subject to additional terms and pricing.

The exact scope of work for each visit will be agreed in advance between the Customer and Gardeners Norbiton, either as a one-off job, a recurring maintenance plan, or a project-based contract. Any work outside the agreed scope may incur additional charges.

3. Booking Process

Bookings may be requested by the Customer through the methods made available by Gardeners Norbiton from time to time. A booking is not confirmed until it has been acknowledged by Gardeners Norbiton and a date and time slot have been allocated.

Prior to confirming a booking, Gardeners Norbiton may request details about the Property, the condition of the garden, access arrangements, and the Customer's specific requirements. In some cases, an initial visit or assessment may be required to provide an accurate quotation.

By confirming a booking, the Customer warrants that they are the owner of the Property or are otherwise authorised to arrange gardening services at the Property and to accept these Terms and Conditions on behalf of the owner or occupier.

4. Quotations and Pricing

Quotations are provided based on the information given by the Customer and, where applicable, on any site visit carried out by Gardeners Norbiton. Quotations are valid for a limited period as stated at the time of issue or, if no period is stated, for 30 days from the date of the quotation.

Gardeners Norbiton reserves the right to revise a quotation or to charge additionally where the actual work required is different from that originally described, where access is restricted, where the condition of the garden is materially worse than indicated, or where safety considerations require different methods or additional labour or equipment.

Prices are generally quoted either as a fixed price for a specified job or as an hourly rate. Where hourly rates apply, the Customer will be charged for the time spent on site, rounded up to the nearest 30 minutes, subject to any minimum visit charge notified to the Customer.

5. Payments and Invoicing

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services for one-off jobs, and within the agreed billing period for regular maintenance contracts.

Gardeners Norbiton may accept various forms of payment, such as bank transfer or card payment, as notified to the Customer. Cash payments, if accepted, should only be made against an invoice or receipt issued by Gardeners Norbiton.

Where Services are provided on an ongoing basis, Gardeners Norbiton may issue periodic invoices. The Customer agrees to pay each invoice within the stated payment period. Gardeners Norbiton reserves the right to suspend further Services where invoices remain unpaid after the due date.

If the Customer fails to make any payment on the due date, Gardeners Norbiton may charge interest on the overdue amount at the statutory rate permitted under UK law, accruing on a daily basis until payment is received in full. The Customer will also be responsible for any reasonable costs incurred in recovering overdue payments.

6. Access to the Property

The Customer must ensure that Gardeners Norbiton and its operatives have safe and reasonable access to the Property on the agreed date and time. This includes access through external gates, communal areas, or other routes necessary to reach the garden or outdoor spaces.

If access is not available or is significantly restricted when the team arrives, Gardeners Norbiton may charge a call-out fee and, where applicable, the cost of lost labour time. If pets are present, they must be secured so as not to interfere with the work or pose a risk to our operatives.

The Customer is responsible for informing Gardeners Norbiton of any known hazards at the Property, including loose paving, unstable walls, hidden ponds, or the presence of harmful plants or substances, to allow appropriate precautions to be taken.

7. Customer Obligations

The Customer agrees to provide accurate information about the Property and the required Services, and to update Gardeners Norbiton promptly if circumstances change.

The Customer must ensure that any necessary permissions, consents, or approvals for the Services have been obtained from landlords, neighbours, management companies, or local authorities where applicable.

The Customer must not instruct operatives to perform tasks that fall outside health and safety guidelines, involve working at unsafe heights, or require specialist equipment that has not been arranged in advance.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a confirmed booking by giving Gardeners Norbiton reasonable notice. Unless otherwise specified, a minimum of 24 hours notice before the scheduled start time is required to avoid cancellation charges.

If less than 24 hours notice is given, Gardeners Norbiton reserves the right to charge a cancellation fee, which may be up to 50 percent of the estimated cost of the booking, or a fixed call-out charge, at its discretion. For large or project-based bookings, a longer notice period and different cancellation terms may apply, as set out in the relevant quotation or contract.

Gardeners Norbiton may need to cancel or change a booking due to adverse weather conditions, staff illness, equipment failure, or other circumstances beyond its reasonable control. In such cases, Gardeners Norbiton will notify the Customer as soon as practicable and will offer an alternative date or time. Gardeners Norbiton will not be liable for any loss arising from such cancellation or rescheduling, but any prepayments for the affected booking will either be applied to the rescheduled appointment or refunded.

9. Waste Removal and Environmental Regulations

Gardeners Norbiton aims to operate in a manner consistent with applicable UK environmental and waste regulations. Green waste such as grass cuttings, leaves, branches, and plant material may be bagged and left on site for the Customer to dispose of, or removed by Gardeners Norbiton where this has been included in the quotation.

The Customer should clarify at the time of booking whether garden waste removal is required. Additional charges may apply for collecting, transporting, and disposing of waste at authorised facilities, particularly for large volumes or mixed waste.

Gardeners Norbiton will not remove hazardous or prohibited materials, including but not limited to asbestos, chemicals, paints, oils, or contaminated soil. If such materials are encountered, the Customer will be informed and advised to arrange appropriate specialist disposal.

Where possible, Gardeners Norbiton may recommend composting or on-site reuse of suitable green waste, provided this is practical and agreed with the Customer.

10. Materials, Plants and Equipment

Where the Services involve the supply of plants, materials, aggregates, compost, or other goods, Gardeners Norbiton will use reasonable care to select items of appropriate quality and suitability. However, natural products may vary in appearance, and plant growth and survival depend on factors outside our control, including weather, soil conditions, pests, and care by the Customer.

Any equipment or machinery brought to the Property remains the property of Gardeners Norbiton or its suppliers. The Customer must not use, move, or tamper with such equipment without permission. Gardeners Norbiton may refuse to use equipment provided by the Customer if it is considered unsafe or unsuitable.

11. Liability and Insurance

Gardeners Norbiton will carry out the Services with reasonable care and skill and in accordance with applicable UK laws and regulations. Gardeners Norbiton holds appropriate public liability insurance for its activities.

Gardeners Norbiton will not be liable for any damage, loss, or injury that arises as a result of inaccurate information supplied by the Customer, failure of the Customer to fulfil their obligations under these Terms and Conditions, pre-existing defects or structural issues at the Property, or events beyond Gardeners Norbiton's reasonable control.

Liability for accidental damage caused by Gardeners Norbiton or its operatives will, where accepted, be limited to the reasonable cost of repair or replacement, subject to the terms of the applicable insurance policy. Gardeners Norbiton will not be liable for any indirect, consequential, or purely economic losses, including loss of enjoyment, loss of profit, or loss of opportunity.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded under UK law.

12. Complaints and Quality of Service

The Customer should inspect the work as soon as reasonably possible after completion. If the Customer is dissatisfied with any aspect of the Services, they should inform Gardeners Norbiton promptly, ideally within 48 hours of the visit, so that any issues can be investigated.

Where a complaint is justified, Gardeners Norbiton may, at its discretion, offer to rectify the issue, provide a partial refund, or make another reasonable adjustment. The Customer agrees to allow Gardeners Norbiton a reasonable opportunity to put matters right before seeking any other remedy.

13. Health and Safety

Gardeners Norbiton is committed to operating safely and in compliance with relevant health and safety legislation. Our operatives may refuse to carry out work that they consider unsafe, excessively hazardous, or beyond the agreed scope.

The Customer must keep children and pets away from the working area and from tools, machinery, and chemicals during and immediately after the visit. The Customer should follow any safety instructions given by the operatives, such as avoiding treated areas for a specified period after the application of lawn treatments or weed control products.

14. Termination of Ongoing Services

Where Services are provided on a regular or ongoing basis, either party may terminate the arrangement by giving reasonable written notice, typically not less than 14 days unless otherwise agreed. Gardeners Norbiton may terminate immediately if the Customer persistently fails to make payments when due, breaches these Terms and Conditions, is abusive towards staff, or creates unsafe working conditions.

On termination, the Customer remains liable for payment for all Services performed up to the termination date and for any materials ordered specifically for the Customer that cannot be cancelled or reused.

15. Data Protection and Privacy

Gardeners Norbiton will handle personal data in accordance with applicable UK data protection laws. Customer details will be used only for managing bookings, providing Services, processing payments, and related administration, or where otherwise required or permitted by law.

Customer information will not be sold to third parties. It may, however, be shared with trusted partners or suppliers where necessary to deliver the Services, such as when arranging delivery of materials to the Property.

16. Changes to These Terms and Conditions

Gardeners Norbiton may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or the way we operate. The latest version will apply to new bookings from the date it is made available. For ongoing contracts, Gardeners Norbiton will notify the Customer of any material changes and, where required, obtain consent.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Services, or the Contract between Gardeners Norbiton and the Customer.

By proceeding with a booking or allowing work to commence, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.