Gardeners Hanwell Service Terms and Conditions

These Terms and Conditions set out the basis on which Gardeners Hanwell provides gardening and related services to residential and commercial customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, unless the context requires otherwise:

Customer means the individual, company or organisation that books or receives services from Gardeners Hanwell.

Services means any gardening, garden maintenance, clearance, landscaping, lawn care, hedge trimming, planting, or other related work carried out by Gardeners Hanwell.

Site means the garden or property where the Services are to be performed.

Agreement means the contract between Gardeners Hanwell and the Customer comprising these Terms and Conditions and any written or verbal confirmation of booking.

2. Scope of Services

Gardeners Hanwell provides gardening and related services including, but not limited to, lawn mowing, hedge trimming, planting, weeding, pruning, garden clearance, seasonal tidy-ups, soft landscaping and routine garden maintenance. The specific Services to be provided will be agreed at the time of booking.

Any description of Services provided in quotations, website content or promotional materials is illustrative only. The exact nature and extent of the work will be as agreed with the Customer and confirmed at or before the time of service delivery.

3. Booking Process

3.1 Bookings may be made by contacting Gardeners Hanwell through the communication channels advertised on our website or promotional materials. By requesting a booking, the Customer confirms that they are at least 18 years old and legally capable of entering into a binding contract.

3.2 Gardeners Hanwell will provide an indication of availability and may offer a quotation based on the information provided by the Customer. Quotations may be given verbally or in writing, and are generally based on the estimated time, labour, materials and access required.

3.3 A booking is only confirmed once Gardeners Hanwell has accepted the booking and provided a start date and time for the Services. We reserve the right to decline a booking at our discretion, including where access, safety or site conditions are not suitable for the Services requested.

3.4 The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes details about the size and condition of the garden, access arrangements, parking availability, presence of pets, and any specific requirements or restrictions affecting the work.

4. Quotations and Pricing

4.1 Quotations may be issued on a fixed price or hourly rate basis. Where work is quoted on an hourly rate, the final price will be based on the actual time spent on site, subject to any minimum charge that may apply.

4.2 Quotations are generally valid for a limited period from the date of issue, as indicated at the time of quoting. Gardeners Hanwell reserves the right to amend quotations if the scope of work changes, if additional work is requested by the Customer, or if site conditions differ materially from those described at the time of booking.

4.3 Any additional work requested by the Customer that falls outside the original quotation may be charged separately. Gardeners Hanwell will endeavour to agree any additional charges with the Customer before carrying out such work.

5. Access and Customer Obligations

5.1 The Customer must ensure that Gardeners Hanwell and its staff have safe and adequate access to the Site at the agreed time. This includes providing access through gates, communal areas or other entry points necessary to reach the garden or outdoor areas.

5.2 The Customer is responsible for ensuring that the Site is free from hazards that could cause injury or damage, including but not limited to unsecured dogs or other animals, dangerous structures, exposed cables, broken glass and hazardous waste.

5.3 The Customer must inform Gardeners Hanwell of any underground services, pipes, cables, sprinkler systems, garden lighting, utility lines or other hidden features which may be affected by the Services. Gardeners Hanwell will not be liable for damage caused where such information has not been provided or is inaccurate.

5.4 If Gardeners Hanwell is unable to access the Site at the agreed time, or if the Site is unsafe for work to be carried out, we may cancel or postpone the visit and the Customer may be charged a call-out or cancellation fee in accordance with these Terms and Conditions.

6. Payments

6.1 Prices for Services will be as confirmed at the time of booking or, where applicable, in a written quotation. All prices are stated in pounds sterling unless otherwise indicated.

6.2 Payment terms will be confirmed to the Customer at the time of booking and may include payment on completion of each visit, payment in advance, or payment on invoice within a specified period. Gardeners Hanwell reserves the right to require a deposit for certain types of work, particularly larger projects or those involving significant materials.

6.3 Payment may be made by the methods indicated at the time of booking. The Customer is responsible for ensuring that payment is made in full and on time. Gardeners Hanwell reserves the right to suspend or cancel further services if payment is overdue.

6.4 Where payment is not received by the due date, Gardeners Hanwell may charge interest on the overdue amount at the statutory rate and recover any reasonable costs incurred in pursuing late payment.

7. Cancellations and Rescheduling

7.1 The Customer may cancel or reschedule a booking by giving Gardeners Hanwell at least 24 hours notice before the scheduled start time, unless otherwise agreed. Where appropriate notice is given, any deposit paid for standard maintenance work will normally be applied to a rescheduled visit or refunded at our discretion.

7.2 If the Customer cancels or reschedules with less than 24 hours notice, Gardeners Hanwell reserves the right to charge a cancellation fee, which may be up to the full cost of the scheduled visit. This is to cover the loss of reserved time and any preparatory work or travel already undertaken.

7.3 For larger projects involving significant materials, plants or specialist equipment, Gardeners Hanwell may specify a longer cancellation period or a non-refundable deposit to cover committed costs. Details will be communicated at the time of booking or quotation.

7.4 Gardeners Hanwell reserves the right to cancel or postpone Services due to adverse weather conditions, staff illness, equipment failure, safety concerns, access issues or other circumstances beyond our reasonable control. In such cases, we will seek to reschedule the visit at a mutually convenient time and no cancellation fee will be charged.

8. Service Standards and Complaints

8.1 Gardeners Hanwell aims to perform all Services with reasonable care and skill and in accordance with good horticultural practice, taking into account the condition of the garden and any specific instructions agreed with the Customer.

8.2 If the Customer is dissatisfied with any aspect of the Services, they should notify Gardeners Hanwell as soon as possible, ideally within 48 hours of the work being completed, so that we have an opportunity to investigate and, where appropriate, rectify the issue.

8.3 Where a complaint is justified, Gardeners Hanwell may at its discretion offer to re-visit the Site to address the issue, provide a partial refund, or take other reasonable steps to resolve the matter. This will be the Customer's sole and exclusive remedy in respect of any alleged shortfall in service.

9. Waste Handling and Regulations

9.1 Gardeners Hanwell will normally collect and stack green waste such as grass cuttings, leaves, branches and prunings neatly within the garden unless otherwise agreed. It is the Customer's responsibility to advise where such waste should be placed on the Site.

9.2 If the Customer requests removal of green waste from the Site, this may be subject to an additional charge to cover transportation and disposal costs in compliance with applicable waste regulations. Any such charges will be confirmed at or before the time of booking or service.

9.3 Gardeners Hanwell will not remove or dispose of hazardous or controlled waste, including but not limited to asbestos, chemicals, oils, paints, treated timber, soil suspected of contamination, animal faeces in large quantities, or any items that require specialist handling. The Customer is responsible for arranging appropriate disposal of such materials.

9.4 The Customer shall not ask Gardeners Hanwell to dispose of waste in a manner that is unlawful or contrary to local environmental regulations. Gardeners Hanwell reserves the right to refuse any request that may breach waste, environmental or fly-tipping regulations.

10. Plants, Materials and Guarantees

10.1 Where Gardeners Hanwell supplies plants, turf, soils, mulches or other materials as part of the Services, such items will be of a type and specification agreed with the Customer or of equivalent quality where exact matches are not available.

10.2 Once plants, turf or living materials have been installed and the visit completed, responsibility for ongoing care, watering, feeding, protection from pests and frost, and general maintenance passes to the Customer. Gardeners Hanwell cannot guarantee the long-term survival or performance of plants due to variations in weather, soil conditions, disease, pests and aftercare beyond our control.

10.3 Any guarantees or warranties offered in respect of materials or products will be limited to those expressly provided by the manufacturer or supplier. Gardeners Hanwell does not provide additional guarantees unless agreed in writing.

11. Liability and Insurance

11.1 Gardeners Hanwell will exercise reasonable care to avoid damage to property when carrying out the Services. However, minor damage inherent in the nature of gardening work, such as scuffs to pathways, lawn marking from equipment, or disturbance of soil, may occur and will not give rise to a claim unless caused by negligence.

11.2 Gardeners Hanwell shall not be liable for any damage, loss or injury arising from defects in the Customer's property, structures, equipment, tools or materials provided by the Customer, nor for any pre-existing condition of the garden or Site.

11.3 Gardeners Hanwell will not be liable for any indirect, consequential or economic loss, loss of profit, or loss of opportunity arising out of or in connection with the Services or these Terms and Conditions.

11.4 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

11.5 The total liability of Gardeners Hanwell to the Customer in respect of any claim arising under or in connection with the Agreement shall be limited to the price paid or payable for the specific Services giving rise to the claim.

12. Customer Property and Belongings

12.1 The Customer should remove or secure valuable garden ornaments, furniture, play equipment, electrical items and any other personal belongings that may be affected by the Services. Gardeners Hanwell will not be responsible for damage to such items where they have not been moved or adequately protected by the Customer.

12.2 Gardeners Hanwell may, where necessary, move lightweight items to carry out the work safely and efficiently. Reasonable care will be taken when moving such items, but no liability will be accepted for wear and tear or pre-existing defects.

13. Force Majeure

13.1 Gardeners Hanwell shall not be in breach of these Terms and Conditions nor liable for any delay or failure to perform the Services where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, without limitation, severe weather, flooding, storms, accidents, illness, strikes, equipment breakdown, acts of government or local authorities, and shortages of materials.

13.2 Where a force majeure event occurs, Gardeners Hanwell will notify the Customer as soon as reasonably practicable and will seek to resume or reschedule the Services when circumstances permit.

14. Termination

14.1 Either party may terminate an ongoing maintenance agreement by giving reasonable notice, typically not less than 14 days, unless otherwise stated in any specific service arrangement.

14.2 Gardeners Hanwell may terminate the Agreement with immediate effect or suspend Services where the Customer fails to pay sums due, behaves abusively towards staff, repeatedly cancels bookings at short notice, or breaches any material provision of these Terms and Conditions.

15. Privacy and Data Protection

15.1 Gardeners Hanwell may collect and use personal information provided by the Customer for the purpose of managing bookings, providing Services, issuing invoices and communicating about work. Such information will be handled in accordance with applicable data protection legislation.

15.2 Customer information will not be sold to third parties. It may be shared with trusted contractors or suppliers where necessary to deliver the Services, or where required by law or regulatory obligation.

16. Amendments to Terms and Conditions

16.1 Gardeners Hanwell may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that specific Agreement, unless changes are required by law or regulatory authority.

16.2 Updated Terms and Conditions will be made available on request and may be published on our website or other service information materials.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by Gardeners Hanwell, shall be governed by and construed in accordance with the law of England and Wales.

17.2 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 or their subject matter.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by Gardeners Hanwell in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall it prevent any future exercise of that or any other right or remedy.

18.3 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between Gardeners Hanwell and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.