Terms and Conditions for Gardeners Mortlake

1. Introduction These Terms and Conditions set out the basis on which garden services are provided by Gardeners Mortlake and how bookings, payments, cancellations, liability, and waste handling are managed. By making a booking, the customer agrees that these terms apply to the work requested, whether the service involves routine maintenance, lawn care, hedge cutting, planting, clearance, or other agreed gardening work. These terms are intended to be clear, fair, and consistent with UK consumer and waste regulations.

2. Scope of service The service agreement applies only to the work that has been confirmed in the booking or written estimate. Any additional tasks requested on the day may be accepted or declined depending on time, tools, access, and safety considerations. Gardeners Mortlake may use suitable subcontractors or team members to complete work, provided the quality and scope remain consistent with the agreed service. Unless stated otherwise, materials, plants, containers, and specialist items are not included in the standard price.

3. Accuracy of information Customers must provide accurate information about the garden, access arrangements, parking limitations, pet risks, hidden hazards, drainage issues, and any special site conditions. If the information supplied is incomplete or incorrect, the final cost, timing, or method of work may need to be adjusted. Gardeners Mortlake is entitled to rely on the information given by the customer when estimating labour, equipment, and disposal requirements.

4. Booking process Bookings are accepted only when an appointment, quote, or work order has been confirmed. A booking may be made following a site visit, a remote assessment, or by description where the customer’s information is sufficient to quote. The booking process may include a request for photos, a short description of the work, preferred dates, and access details. Once a booking is confirmed, the customer is responsible for ensuring that the site is ready for the agreed date and time.

5. Estimates and quotations Any estimate provided is based on the information available at the time and may be revised if the actual work differs from the original description. Fixed-price quotations remain valid for the period stated in the quote, unless the scope changes or unforeseen conditions arise. Time-based work is charged according to the actual labour used, plus any agreed materials or disposal charges. Where a quote is accepted, it forms part of the contract for the garden services.

6. Scheduling and access Customers must provide reasonable access to the property and to the work area. If access is delayed, restricted, or unsafe, Gardeners Mortlake may reschedule the appointment or charge for lost time where appropriate. The customer should ensure gates, pathways, and working areas are available and free from unnecessary obstruction. Where parking or permits are required, the customer should inform the service provider in advance so that the visit can be arranged efficiently.

7. Payments Payment terms will be confirmed at the time of booking or on the quotation. Unless otherwise agreed in writing, payment is due on completion of the work or within the period stated on the invoice. Gardeners Mortlake may request a deposit for larger projects, seasonal work, or supply-based orders. Deposits reserve time and may be non-refundable where materials have already been purchased or where the appointment cannot reasonably be reallocated.

8. Accepted methods and charges Payments may be made by bank transfer, card, or another agreed method. Cash may be accepted only if stated in advance. If payment is late, the customer may be charged reasonable recovery costs and statutory interest where permitted under UK law for business-to-consumer or business-to-business transactions. Any bank fees, failed transfer charges, or charges caused by incorrect payment references may be passed on to the customer if they arise from the customer’s error.

9. Additional work and price changes If the customer asks for extra work while the team is on site, the price may change to reflect the additional labour, waste removal, materials, or equipment needed. No major change to the scope should be assumed unless it has been discussed and approved. If the customer decides to pause or redirect the work after it has started, charges may still apply for the time already spent and for any unrecoverable costs.

10. Cancellations and rescheduling The customer may cancel or reschedule a booking by giving reasonable notice. For standard visits, at least 24 to 48 hours’ notice is preferred, although the exact notice period may vary depending on the size and nature of the job. If short notice is given, Gardeners Mortlake may charge a cancellation fee to cover allocated labour and travel costs. For larger planned works, longer notice may be required, and the terms set out in the quotation will take priority.

11. Our right to cancel or postpone The service provider may cancel or delay a booking if weather conditions, safety concerns, illness, equipment failure, access problems, or other circumstances make completion impractical or unsafe. Where possible, another date will be offered. Gardeners Mortlake is not responsible for losses caused by reasonable rescheduling where the cancellation is outside its control. If a deposit has been paid and the service provider cancels without an alternative date being accepted, the unused portion of the deposit will normally be refunded.

12. Consumer cancellation rights Where a contract is agreed at distance or away from business premises, consumers may have cancellation rights under the UK Consumer Contracts Regulations 2013, subject to exceptions. If the customer requests immediate performance within the legal cooling-off period, they may be asked to acknowledge that work may begin before that period ends and that charges may be due for services already delivered. Where the customer has expressly agreed to start work immediately, the right to cancel may be limited to the unpaid portion of the service.

13. Liability and standard of care Gardeners Mortlake will take reasonable care and skill when providing services and will act with due diligence in line with UK consumer law. However, gardening involves natural variation, weather impacts, plant sensitivity, and site-specific conditions that can affect outcomes. The service provider does not guarantee growth rates, flowering results, pest resistance, or the recovery of damaged plants where the condition of the garden, weather, or pre-existing problems influence the result. Any advice provided is based on general professional judgement and should be treated accordingly.

14. Limits on liability Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law. Subject to that, liability for direct losses arising from negligence or breach of contract will be limited to the amount paid or payable for the relevant service, unless a higher amount is required by law. Gardeners Mortlake will not be liable for indirect losses, loss of profit, loss of opportunity, or consequential damage arising from ordinary garden work.

15. Customer responsibilities The customer must remove or secure fragile items, hidden valuables, and hazards before the work begins, unless the parties have agreed otherwise. Pets, children, and visitors should be kept away from active work areas. The customer is responsible for informing the service provider about underground services, irrigation pipes, shallow cables, weak structures, or any other risk that could be affected by the work. If the customer fails to share relevant information, the service provider will not be responsible for damage that could reasonably have been avoided.

16. Waste, green waste, and disposal regulations All waste handling will be carried out in accordance with applicable UK waste law, including the Environmental Protection Act 1990, duty of care requirements, and local disposal rules. Green waste, soil, branches, turf, cuttings, and packaging may be removed only if this has been agreed in advance or if it forms part of the quoted service. Waste will be transferred to authorised facilities or handled by licensed waste carriers where required. Fly-tipping, unlawful dumping, and improper transport of waste are strictly prohibited.

17. Waste ownership and separation Unless agreed otherwise, waste arising from the job remains the responsibility of the customer until collected or removed under the agreed service. The customer should not place hazardous items, asbestos, chemicals, paint, oils, or electrical waste in with ordinary garden waste unless this has been specifically accepted and lawfully arranged. If the site contains mixed or contaminated waste, Gardeners Mortlake may refuse removal, reclassify the disposal method, or apply additional charges to reflect lawful handling and separation requirements.

18. Materials, plants, and equipment Any plants, compost, fertiliser, bark, or other materials supplied for a job remain chargeable once ordered, delivered, or installed, unless the contract states otherwise. The customer should check all supplied items promptly after delivery or planting. Gardeners Mortlake may substitute materials of equivalent quality if an exact item is unavailable and the substitution is reasonable. Equipment used on site remains the property and responsibility of the service provider at all times, except where customer-owned equipment is used by prior agreement.

19. Force majeure and weather Outdoor work is affected by rain, frost, wind, heat, waterlogging, and seasonal growth patterns. Gardeners Mortlake may postpone or modify work where weather makes the service unsafe or likely to cause damage. The service provider is not liable for delay or non-performance caused by events beyond reasonable control, including severe weather, transport disruption, strikes, power failure, or legal restrictions. In such cases, both parties should act reasonably to rearrange the service.

20. Complaints and remedy If the customer believes there is an issue with the service, they should raise it promptly so that the matter can be reviewed while the work is fresh and evidence is available. Where a valid complaint is identified, the service provider may, at its discretion and where reasonable, offer a rework, partial refund, or another appropriate remedy. This does not affect any statutory rights the customer may have under UK consumer law. Complaints will be handled fairly and in a practical manner.

21. Governing law These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from the gardening services, bookings, payments, liability, or waste arrangements will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer protections provide otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue in full force and effect.

22. General provisions These terms represent the agreement between the customer and Gardeners Mortlake for the services described in the booking or quotation. No variation is valid unless agreed in writing or confirmed through a clear update to the booking. If a term is found to conflict with a mandatory legal right, the legal right will prevail and the remaining wording will be interpreted as narrowly as needed to preserve the contract. The service provider may update these terms from time to time for future bookings.

23. Acceptance of terms By confirming a booking, approving a quotation, or allowing the work to proceed, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to support a professional, transparent, and lawful service relationship. Gardeners Mortlake reserves the right to rely on these terms for all scheduled and completed services, including any follow-on work that is reasonably connected to the original booking.