Terms and Conditions for Gardeners Frognal

These Terms and Conditions set out the basis on which Gardeners Frognal provides gardening and related outdoor maintenance services to residential and commercial customers in the UK. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create clarity around the booking process, payments, cancellations, liability, waste handling, and other important matters that apply to Frognal gardeners and the people who use their services.

For the avoidance of doubt, these terms apply to all standard service arrangements, whether the work involves regular maintenance, seasonal clearance, planting, lawn care, pruning, or other agreed tasks. They should be read alongside any written quotation, scope of work, or service confirmation provided before the job starts. If there is any inconsistency, the written service confirmation will normally take priority for the particular job, unless otherwise required by law.

The customer is responsible for ensuring that the property is accessible, safe for work to begin, and suitable for the services requested. This includes giving accurate information about site conditions, hidden hazards, pets, utilities, water supply, and any restrictions that may affect the work. Gardeners in Frognal may rely on the information provided by the customer when preparing quotations, scheduling visits, and allocating labour or equipment.

1. Booking Process

Bookings may be requested by telephone, email, online enquiry form, or other communication methods made available by the service provider. A booking is not confirmed until it has been accepted by Frognal Gardeners and the customer has received a booking confirmation or agreed service arrangement. Any date or time given before confirmation is indicative only and does not guarantee availability.

The customer must provide sufficient information for the service provider to assess the work. This may include the size of the garden, the type of task, access arrangements, parking limitations, waste volumes, and whether specialist tools or additional personnel are likely to be needed. Where the information supplied changes after the booking is made, the provider may revise the quotation, timing, or scope of service accordingly.

If a site visit is required before work can be priced or scheduled, that visit may be chargeable unless stated otherwise. Quotations are usually based on the information available at the time and may be adjusted if the actual conditions differ materially from the description given. Examples include overgrown areas, structural obstructions, restricted access, contamination, or unexpectedly large quantities of waste.

2. Service Scope and Customer Responsibilities

Garden services will be carried out with reasonable care and skill, using appropriate methods for the agreed task. The exact scope may include mowing, hedge cutting, pruning, weed control, planting, soil preparation, leaf clearance, pressure washing, or general garden maintenance, depending on the booking. Any task not specifically included in the agreed scope may be treated as an additional service and charged separately.

The customer must obtain any permissions required for the work, including permission from landlords, managing agents, neighbours, or relevant local authorities where applicable. The customer must also ensure that the service provider may lawfully and safely access the property at the agreed time. If access is not available, or the customer fails to prepare the site reasonably, the provider may charge a call-out fee or the full reserved appointment fee.

Plants, materials, and decorative items supplied by the customer remain the customer’s responsibility unless the provider has agreed to source them. The service provider is not responsible for the suitability, quality, or longevity of customer-supplied items, unless a defect is caused by clear negligence during handling or installation.

3. Payments and Charges

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Unless otherwise stated, quotations are based on the service described at the time of booking and assume normal working conditions. If the work takes longer than expected due to factors outside the provider’s control, or if the customer requests additional work, extra charges may apply.

Payment terms will be confirmed at the time of booking. For recurring or larger works, the service provider may require a deposit, staged payment, or payment in advance. For one-off services, payment is generally due on completion of the work unless a different arrangement has been agreed. The customer must pay all undisputed sums by the due date stated on the invoice or booking confirmation.

Accepted payment methods may include bank transfer, card payment, and other methods notified by the provider. Cash may be accepted only if expressly agreed in advance. Late payment may result in interest and recovery costs to the extent permitted by law, and the provider may suspend further services until outstanding amounts are settled in full.

4. Cancellations, Rescheduling, and Delays

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period has been stated in the booking terms, at least 24 hours’ notice is expected for standard appointments. Short-notice cancellations may be charged in full or in part if labour, travel, materials, or vehicle costs have already been committed.

If the customer is not present when required, or if access is not provided, this may be treated as a late cancellation or wasted appointment. The provider may charge for the time reserved, particularly where the team has already travelled to site. In circumstances where weather, safety concerns, or events beyond either party’s control prevent work from proceeding, the appointment may be postponed without liability for consequential loss.

Where the provider needs to reschedule, reasonable efforts will be made to offer an alternative date. However, any target time or completion date is an estimate unless expressly agreed as a fixed deadline. The provider is not liable for delay caused by acts of God, adverse weather, supply shortages, traffic disruption, accidents, or other matters outside reasonable control.

5. Liability and Limitations

The service provider will carry out work with reasonable care and skill, in accordance with applicable UK consumer and commercial law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Subject to the foregoing, the provider will not be responsible for indirect or consequential losses, including loss of profit, loss of enjoyment, loss of business, or damage arising from pre-existing defects, hidden hazards, poor site conditions, or the failure of customer-supplied materials. The customer is expected to inform the provider of any known issue that could affect performance or safety.

Any claim relating to defective work must be notified within a reasonable time after the issue becomes apparent. The provider may choose to inspect the matter and, where appropriate, carry out remedial work as the sole remedy before any refund or other compensation is considered. Normal wear and tear, natural plant failure, seasonal changes, and outcomes influenced by weather are not treated as defects in service.

6. Waste Regulations and Green Waste Disposal

Garden services often generate green waste, soil, branches, packaging, and other materials that must be handled responsibly. Where waste removal is included in the agreed service, the provider will deal with it in a manner intended to comply with applicable UK waste regulations and environmental requirements. The customer must not request or permit any unlawful disposal method.

Waste remains the property of the customer unless the service agreement states otherwise or the provider has collected it for disposal. If the provider transports waste away from the site, it may be taken to a licensed facility, transferred through an authorised waste carrier, or disposed of in another lawful manner. The customer agrees that some materials may be separated, recycled, composted, or processed according to operational requirements and legal obligations.

Hazardous or regulated materials must be declared in advance. This includes items such as asbestos, chemical containers, contaminated soil, invasive species subject to control, building rubble, electrical equipment, needles, or any substance that requires specialist handling. The provider may refuse to handle such items, may require specialist disposal arrangements, or may charge additional fees if safe and lawful handling is possible.

7. Materials, Equipment, and Site Conditions

The provider may use its own tools, machinery, and consumables unless otherwise agreed. Equipment will be selected according to the task, site conditions, and safety considerations. If the customer requests a particular method or product, the provider may decline if it is unsuitable, unsafe, unavailable, or inconsistent with professional practice.

The customer must ensure that the site is reasonably free from concealed hazards such as broken glass, exposed wiring, unstable surfaces, aggressive wildlife, or obstacles that could damage equipment or cause injury. If a hazard is discovered during work, the provider may pause or stop the job until the issue is resolved. Any resulting delay or additional cost may be charged to the customer where appropriate.

The provider is not liable for damage caused by inherent site conditions, insufficient maintenance, underlying disease in plants, or the natural consequences of horticultural work when performed properly. This includes the possibility that certain plants may react differently to pruning, moving, feeding, or treatment depending on season and condition.

8. Force Majeure and Suspension of Services

If the provider is prevented or delayed from performing the services by circumstances beyond reasonable control, the obligation to perform may be suspended for the duration of the event. Such circumstances may include severe weather, flood, fire, labour disputes, transport disruption, public health restrictions, supply issues, or equipment failure not caused by misuse.

Where a force majeure event continues for an extended period, either party may be entitled to cancel the affected booking without further liability, save for payment for services already performed or materials already supplied. The provider will seek to minimise disruption and communicate any material change as soon as reasonably possible.

9. Complaints and Dispute Handling

If the customer is dissatisfied with any part of the service, the issue should be raised promptly so that it can be reviewed. The provider may ask for photographs, a written description, or permission to revisit the site. Reasonable opportunities to inspect and remedy a problem should be given before any claim is escalated.

The parties should first attempt to resolve disputes amicably and in good faith. If agreement cannot be reached, the matter may be referred to formal dispute resolution, including mediation or court proceedings where necessary. Nothing in these terms prevents either party from seeking urgent relief where immediate action is required to protect property, safety, or legal rights.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Gardeners Frognal reserves the right to update these terms from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will ordinarily apply to that booking, unless a change in law requires otherwise. Customers are encouraged to review the terms carefully before confirming any appointment, so that expectations are clear and the service can proceed smoothly.