Terms and Conditions for Gardeners Primrose Hill

These Terms and Conditions set out the basis on which gardening services are provided by Gardeners Primrose Hill. By booking or accepting any service, the customer agrees to these terms. They are designed to create a clear, fair, and practical framework for the supply of garden maintenance, planting, clearance, and related outdoor services. The wording below applies to domestic and small commercial work unless otherwise agreed in writing.

The terms apply to all work arranged with our gardening team, whether the job is a one-off visit, a recurring maintenance arrangement, or a larger project. They should be read carefully before confirming any appointment. If any part of these terms is unclear, the customer should ask for clarification before work begins. Acceptance of a quotation, proposal, or scheduled visit counts as agreement to these conditions.

These terms may be updated from time to time to reflect changes in service practice, supplier costs, legislation, or operational requirements. The version in force at the time of booking will normally apply to the relevant service, unless a newer version is expressly agreed by both parties. No term shall override mandatory consumer rights or any applicable legal requirement in the United Kingdom.

1. Booking process

Bookings are confirmed only when the service details, scope of work, and date or time have been agreed and accepted by both parties. A booking may be made for a single gardening visit or for repeat horticultural maintenance, depending on the nature of the work required. Gardeners Primrose Hill may request photographs, measurements, or other information before confirming the appointment, particularly where the work involves access issues, heavy clearance, specialist planting, or larger outdoor areas.

The customer is responsible for ensuring that all information supplied at booking is accurate and complete. This includes details about access, parking restrictions, pets, water supply, plant sensitivities, fragile surfaces, and any hazards that may affect the safe completion of the work. If the site conditions differ materially from the description provided, the service may need to be rescheduled, amended, or priced differently.

Where a quotation is given, it is usually based on the scope described at the time of assessment. Any change requested by the customer, or any additional work identified once the gardening team arrives, may require a revised quotation or extra time. The gardener may decline work that is unsafe, unlawful, or outside the agreed scope. A booking is not guaranteed until availability has been checked and the appointment has been expressly accepted.

2. Service scope and customer responsibilities

Gardeners Primrose Hill provides a range of professional gardening services, which may include routine maintenance, lawn care, pruning, hedge trimming, weeding, seasonal tidy-ups, planting, border management, soft landscaping, and green waste removal where agreed. The precise scope for each visit depends on the booking details, the condition of the garden, and any special requirements discussed in advance. Any task not clearly included should be treated as outside the agreement unless confirmed otherwise.

The customer must ensure reasonable access to the property and working areas. This includes keeping paths, gates, and entrances available for safe use and securing children or pets where necessary. If access is obstructed or unsafe, the service may be delayed or reduced in scope. The customer should also advise the team of any underground services, delicate irrigation systems, hidden hazards, protected wildlife, or plants requiring special handling.

Gardeners Primrose Hill will use reasonable care and professional judgment when carrying out the work. However, gardens are living environments and results can vary according to weather, soil condition, plant health, previous maintenance, and seasonal factors. The customer accepts that certain services, such as pruning or lawn restoration, may require multiple visits before the best results are achieved.

3. Payments and pricing

All prices are normally quoted in pounds sterling and may be based on hourly rates, fixed fees, or project-based quotations depending on the type of service. Unless stated otherwise, quoted prices include labour only and exclude specialist materials, equipment hire, disposal charges, parking fees, or other agreed extras. Any such additional costs should be discussed before they are incurred where reasonably practicable.

Payment terms will be confirmed at booking or on the quotation. In many cases, payment is due upon completion of the work, though deposits or staged payments may be requested for larger projects, regular contracts, or services requiring advance material purchases. Invoices must be settled by the stated due date. Late payment may result in a suspension of future services until the outstanding balance is cleared.

Where a deposit is taken, it may be used to secure materials, reserve labour, or hold a specific date in the schedule. Deposits are generally non-refundable if the customer cancels outside the permitted cancellation period or if special-order materials have already been purchased. If the final price changes because the scope expands, the customer will be informed as soon as reasonably possible. Gardeners Primrose Hill may also require advance payment for work that is unusually labour-intensive or involves third-party costs.

4. Cancellations, postponements, and missed appointments

If the customer needs to cancel or reschedule, reasonable notice should be given as early as possible. For standard bookings, cancellation within a short period before the appointment may attract a charge, especially where labour has already been allocated or materials have been ordered. The exact notice period may vary depending on the service, and any specific cancellation terms agreed at booking will take precedence.

If the customer is not present when access is required and no suitable arrangement has been made, the appointment may be treated as a missed visit and charged accordingly. The same may apply if the team cannot start work due to lack of access, unsafe conditions, or incorrect information supplied in advance. If the weather makes it unsafe or impractical to carry out the work, the appointment may be postponed without penalty and rearranged for the next reasonable available slot.

If Gardeners Primrose Hill needs to cancel or reschedule due to illness, severe weather, equipment failure, staffing issues, or other unavoidable circumstances, every reasonable effort will be made to offer an alternative date. The company will not usually be liable for indirect losses arising from a necessary postponement, provided the customer is informed as soon as practicable and the matter is handled fairly.

5. Liability and limitations

Gardeners Primrose Hill will exercise reasonable skill and care in the performance of all agreed services. However, liability is limited to loss or damage directly caused by proven negligence, breach of contract, or failure to act with reasonable competence. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law.

The customer acknowledges that gardening work can involve cutting, lifting, digging, moving materials, using powered tools, and handling living plants and organic waste. As a result, minor disturbance to lawns, borders, soil surfaces, or surrounding areas may occur as part of the ordinary performance of the work. The team is not responsible for pre-existing defects, hidden conditions, weak structures, unstable paving, or deterioration that arises from age, weather, or underlying garden condition.

Where plants are pruned, moved, reduced, or removed at the customer’s request, the customer accepts the natural risk that some species may not recover as expected. The company cannot guarantee growth, flowering, yield, or survival rates because these depend on environmental and biological factors outside its control. Any advice given about plant care is offered in good faith, but the final decision on implementation remains with the customer unless otherwise agreed as part of the service.

6. Materials, equipment, and site conditions

Unless specifically included, materials such as compost, fertiliser, replacement plants, topsoil, timber, edging, weed membrane, or decorative aggregates are not part of the base service price. If the customer asks the team to supply these items, a separate charge may apply. Equipment used on site remains the property of the service provider, and the customer must not interfere with or use equipment without permission.

The customer is expected to disclose any known site hazards before the job starts. This includes broken glass, exposed wiring, aggressive pets, contaminated soil, unstable structures, or hidden obstructions. If the team believes the working conditions are unsafe, it may stop the work immediately until the issue is addressed. In such cases, any wasted travel time or labour already incurred may still be payable, depending on the circumstances.

Garden work often depends on seasonal timing and weather. Services such as lawn treatment, hedge cutting, or planting may be postponed if conditions are unsuitable. Gardeners Primrose Hill will use professional judgment when deciding whether work can proceed. The customer accepts that some services may need to be adjusted in the interests of safety, plant health, or long-term results.

7. Waste regulations and disposal

Gardeners Primrose Hill handles green waste and garden debris in accordance with applicable United Kingdom waste regulations. Where waste removal is included or separately agreed, the customer must ensure that only permitted materials are placed for collection. Green waste may include grass cuttings, hedge trimmings, leaves, twigs, branches, and similar organic material. Non-garden waste, hazardous waste, asbestos, oils, chemicals, paints, batteries, electrical items, and contaminated materials must not be mixed with green waste unless the law and the disposal facility allow it.

If waste is left on site for collection by the customer, it becomes the customer’s responsibility as soon as the agreed service is complete. If the company removes waste, it may be transported to licensed facilities, composting sites, or other lawful disposal routes. The customer agrees that any waste transferred for disposal becomes subject to the rules of the relevant carrier, transfer station, or waste facility. Additional charges may apply if the waste volume exceeds the agreed amount or if sorting is required because prohibited items were mixed in.

The customer must not request disposal in any manner that would breach environmental, duty-of-care, or local authority requirements. If the gardener reasonably suspects the material is hazardous or improperly classified, collection may be refused. The company reserves the right to adjust pricing if waste handling becomes more time-consuming than expected, particularly where large piles, wet waste, or heavily contaminated materials are involved.

8. Complaints, corrections, and service standards

If the customer believes the service has not been delivered in accordance with the agreed scope, the matter should be raised promptly so it can be reviewed fairly. The company may request photographs, a written description, or an opportunity to inspect the issue. Where a genuine mistake has been made, Gardeners Primrose Hill will usually seek a reasonable remedy, which may include returning to complete or correct the work, a partial refund, or another proportionate solution.

Complaints will be considered in good faith and dealt with as quickly as practical. The customer should allow a reasonable opportunity for investigation before arranging third-party intervention, as doing so may affect the ability to assess the issue. Nothing in this section reduces the customer’s legal rights under consumer law. Any agreed remedy will be limited to the direct service concerned and will not ordinarily extend to unrelated losses.

The customer is encouraged to inspect the work once the service is complete. If no issue is raised within a reasonable period, the work will be treated as accepted, subject to any rights that cannot be excluded by law. This clause does not apply to hidden defects that could not reasonably have been identified at the time of completion.

9. Governing law

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales will have jurisdiction, subject to any mandatory rights allowing a consumer to bring a claim elsewhere where permitted by law.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law. No waiver of any term shall be effective unless agreed in writing. These conditions represent the entire agreement between the parties in relation to the services provided, except where a separate written contract states otherwise.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms. The aim is to keep the relationship straightforward, transparent, and professionally managed so that Gardening services in Primrose Hill can be delivered with clear expectations on both sides. If the customer chooses to proceed, the agreed work will be carried out in accordance with the booking details, the quoted price, and these terms.