Terms And Conditions

Gardeners Maze Hill Customer Service Terms and Conditions

These Terms and Conditions set out the basis on which Gardeners Maze Hill provides gardening and related services to residential and commercial customers within its service area. By making a booking, confirming a quotation, or allowing our gardeners to commence work, 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 gardening or related services from Gardeners Maze Hill.

Company means Gardeners Maze Hill, providing gardening and related services.

Services means gardening, garden maintenance, landscaping, clearance and any other services supplied by the Company as agreed with the Customer.

Service Area means the geographical areas in which Gardeners Maze Hill offers services, primarily Maze Hill and nearby locations in the United Kingdom.

Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Scope of Services

The Company provides a range of gardening and outdoor maintenance services, which may include lawn care, planting, pruning, hedge trimming, garden tidy-ups, garden waste removal in compliance with waste regulations, and other related services as agreed. The specific Services to be provided will be detailed in a quotation, booking confirmation or service schedule agreed between the Customer and the Company.

The Company reserves the right to refuse or withdraw Services where it reasonably considers the work to be unsafe, unlawful, or beyond the reasonable capability of the team or equipment available.

3. Booking Process

Customers may request Services by contacting the Company and providing details of the garden, the type of work required, and the preferred dates and times. All bookings are subject to availability and to acceptance by the Company.

In some cases, the Company may recommend or require an initial visit to assess the garden and scope of work before confirming a quotation. Any quotation provided following such an assessment will set out the estimated cost, the Services to be carried out and any special conditions.

A booking will be considered confirmed when the Customer has accepted the quotation or service proposal, whether verbally or in writing, and the Company has acknowledged the booking and provided a date or time window for attendance.

The Customer is responsible for providing accurate information about the property, access, and the work required. If, on arrival, the actual conditions are materially different from those described, the Company may adjust the quotation, revise the scope of work, or decline to proceed with the Services.

4. Access and Customer Obligations

The Customer must ensure that the Company and its personnel have safe and reasonable access to the property and garden areas at the agreed time. This includes access through gates, communal areas, side passages, or other relevant routes.

The Customer must inform the Company in advance of any hazards, restrictions or conditions that may affect the Services, including pets, fragile structures, uneven ground, ponds, cables, underground utilities or other risks.

Where keys, access codes or entry instructions are required, the Customer must arrange these in good time. If the Company is unable to gain access due to missing keys, locked gates, or incorrect access information, this may be treated as a late cancellation and charges may apply in accordance with the cancellation provisions below.

The Customer must ensure that children and pets are kept away from the work area for safety reasons and comply with any on-site instructions reasonably given by the Company’s personnel.

5. Pricing, Quotations and Estimates

Prices for Services may be provided as fixed-price quotations, hourly or daily rates, or a combination of both, depending on the nature of the work. All pricing is stated exclusive of any applicable taxes unless expressly stated otherwise.

Quotations are based on the information available at the time of issue and are valid for a limited period as indicated on the quotation, or if no period is stated, for 30 days from the date of issue. After this period, the Company may revise or withdraw the quotation.

If additional work is requested by the Customer, or if the condition of the garden or property requires significantly more work than reasonably anticipated, the Company will inform the Customer and may provide a revised quotation or estimate. The Company will not be obliged to carry out additional work beyond the agreed scope unless the Customer explicitly agrees to any changes in price or time.

6. Payments and Invoicing

Unless otherwise agreed in writing, payment for Services is due on completion of the work on the day the Services are provided. For ongoing maintenance arrangements, the Company may invoice weekly, fortnightly, monthly or as otherwise agreed with the Customer.

The Company accepts various forms of payment as notified to the Customer, which may include bank transfer, card payment or other common payment methods. Cash payments, where accepted, will be receipted upon request.

The Customer must ensure that payment is made in full and on time. Where payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts at a reasonable rate and to recover any costs incurred in pursuing late payment.

The Company may suspend or cancel further Services to the Customer if invoices remain unpaid, without prejudice to the Company’s right to recover overdue sums.

7. Cancellations and Rescheduling

If the Customer needs to cancel or reschedule a booking, the Customer must notify the Company as early as possible. The Company may operate a minimum notice period for cancellations and rescheduling, which will typically be 24 to 48 hours before the scheduled visit, unless otherwise stated in the quotation or service agreement.

Where insufficient notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled visit, in order to cover the costs already incurred and the loss of reserved time.

If the Company needs to cancel or reschedule a booking, it will use reasonable efforts to notify the Customer as soon as practicable and to offer an alternative date or time. The Company will not be liable for any loss or inconvenience caused by such changes, provided that it acts reasonably and rebooks the appointment within a reasonable period where possible.

In the event of severe weather, safety concerns, or circumstances beyond the Company’s reasonable control, the Company may postpone or modify planned Services. Any such changes will be communicated to the Customer as soon as reasonably practicable.

8. Customer Satisfaction and Complaints

The Company aims to deliver Services with reasonable care and skill and to a standard consistent with professional gardening practice within its service area. If the Customer is not satisfied with any aspect of the Services, the Customer must inform the Company as soon as possible, ideally within 48 hours of the work being carried out.

The Company will review any complaint, and where appropriate may return to the property to inspect the work and, if justified, may remedy or repeat the Services, offer a partial refund, or agree another form of resolution. The Customer’s statutory rights are not affected by this clause.

9. Materials, Plants and Equipment

Where the Company supplies materials, plants, soil, turf or other items, it will use products suitable for the agreed purpose and location, taking into account local conditions in the service area.

The Company cannot guarantee the long-term survival or performance of plants, turf or lawns once they have been installed, as these depend on weather conditions, pests, diseases and the ongoing care provided by the Customer. The Company will provide basic care guidance on request, but ongoing maintenance and watering remain the responsibility of the Customer unless specifically included in a separate maintenance agreement.

All tools and equipment used by the Company remain the property of the Company and must not be used by the Customer or third parties without the Company’s explicit consent.

10. Garden Waste and Waste Regulations

The Company will handle garden waste in accordance with applicable waste and environmental regulations. This may include cutting and stacking waste neatly within the Customer’s garden for composting or disposal by the Customer, or removing waste from the property where this has been agreed in advance and is included in the quotation.

Where waste removal is requested, the Company may charge an additional fee to cover transport, disposal costs and any applicable regulatory charges. The Customer will be informed of these charges before waste is removed.

The Company will not remove hazardous waste, contaminated soil, asbestos, chemicals, or any items that require specialist handling or permits. If such materials are discovered, the Company may suspend work until the Customer has arranged for safe removal by an appropriate specialist.

The Customer is responsible for complying with any local requirements relating to the use of green waste bins or council collection services where garden waste is left for municipal collection.

11. Health and Safety

The Company is committed to providing Services in a safe manner, both for its personnel and for Customers and visitors. The Company will follow reasonable health and safety practices and use appropriate protective equipment for the tasks undertaken.

The Customer must cooperate with the Company on health and safety matters, including keeping pets and children away from machinery, tools and work areas, and not interfering with equipment or materials during the work.

If the Company considers that a situation is unsafe, it may suspend work until the issue is resolved. The Customer may be responsible for any additional costs incurred due to unsafe conditions at the property that are within the Customer’s control.

12. Liability and Limitations

The Company will carry out the Services with reasonable care and skill. However, the Company’s liability to the Customer is limited as follows.

The Company will not be liable for any damage or loss arising from inaccurate information provided by the Customer, from pre-existing defects at the property, or from reasonable wear and tear or the normal risks associated with gardening work.

The Company will take reasonable care to avoid damage to lawns, plants, structures, paths and other features, but the Customer acknowledges that some disturbance is inherent in gardening, clearance and landscaping activities.

To the fullest extent permitted by law, the Company will not be liable for any indirect or consequential loss, loss of profit, or loss of enjoyment arising out of or in connection with the Services. The Company’s total liability for any claim arising from the Contract shall not exceed the total price paid or payable by the Customer for the specific Services giving rise to the claim.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.

13. Damage to Property

If any damage to the Customer’s property is caused directly by the negligence of the Company or its personnel, the Customer must notify the Company as soon as reasonably possible and in any event within a reasonable period of discovering the damage.

The Company may inspect the damage, request evidence, and where appropriate will repair the damage, arrange a third-party repair, or provide fair compensation, subject to the limitations of liability set out in these Terms and Conditions.

14. Insurance

The Company will maintain appropriate insurance cover for its activities, including public liability insurance in line with standard practice for gardening businesses operating in the United Kingdom. Details of insurance cover may be provided to the Customer on request.

15. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations under the Contract where such delay or failure is caused by events beyond its reasonable control. Such events may include severe weather, flooding, storms, drought, fire, industrial disputes, power failures, transport disruptions, acts of government, or other circumstances that make it impracticable or unsafe to carry out the Services.

Where a force majeure event occurs, the Company will inform the Customer as soon as practicable and will use reasonable efforts to resume or reschedule the Services once it is safe and feasible to do so.

16. Data Protection and Privacy

The Company will handle any personal information provided by the Customer in accordance with applicable data protection laws in the United Kingdom. Personal data such as names, addresses and contact details will be used only for managing bookings, delivering Services, handling payments and communications, and any other purposes reasonably related to the provision of Services.

The Customer has the right to request access to personal data held by the Company and to request corrections where data is inaccurate. The Company will take reasonable steps to protect personal information from loss, misuse or unauthorised access.

17. Termination

Either party may terminate an ongoing maintenance or recurring service agreement by giving reasonable notice in writing, subject to any specific notice period agreed in the service schedule or quotation.

The Company may terminate the Contract immediately if the Customer commits a material breach of these Terms and Conditions, fails to pay invoices when due, refuses reasonable access, or behaves in an abusive or threatening manner towards the Company’s personnel.

Termination does not affect any rights or obligations that have already arisen, including the Company’s right to be paid for Services performed up to the date of termination.

18. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or the way in which it operates. The latest version will apply to new bookings and Contracts. Where a change significantly affects existing ongoing arrangements, the Company will give the Customer reasonable notice of the change.

19. Governing Law and Jurisdiction

These Terms and Conditions and any Contract between the Customer and the Company are governed by and shall be construed in accordance with the laws of England and Wales.

Any disputes arising out of or in connection with these Terms and Conditions or the Services provided by the Company shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Entire Agreement

These Terms and Conditions, together with any quotation, service schedule or written confirmation issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the provision of Services and supersede any prior discussions, correspondence or understandings.

If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

By booking or using the Services of Gardeners Maze Hill, the Customer confirms that they have read, understood and agree to these Terms and Conditions.