Terms and Conditions for Gardeners Osterley Services

These Terms and Conditions apply to all bookings made for gardening services provided by Gardeners Osterley. By requesting a quote, confirming a booking, or allowing work to begin, you agree to the terms set out below. They are intended to clarify how our services operate, what is included, and what is expected from both sides. For the avoidance of doubt, these terms govern domestic and commercial gardening work, including maintenance, clearance, planting, pruning, lawn care, and related outdoor services.

We aim to provide a clear and fair service. However, gardening work can involve natural variation, site-specific conditions, weather-related interruption, and materials that behave differently depending on the season. As a result, the exact outcome of a service may vary from one property to another. The customer is responsible for ensuring that the area to be worked on is accessible and that any special requirements are disclosed before the service begins.

These terms should be read carefully before booking. If any part is unclear, you should raise it before confirming the appointment. Continued use of our services indicates acceptance of the current version of these terms. We may update them from time to time to reflect changes in legal requirements, operational processes, or service scope.

1. Booking Process

All bookings for Osterley gardeners services are subject to availability and confirmation. A booking request may be submitted by phone, email, or any other communication method made available by us. A request does not create a binding contract until we have confirmed the date, scope, and estimated cost of the work.

During the booking process, you must provide accurate information about the property, the type of gardening work required, access arrangements, any known hazards, and any restrictions that may affect the service. This includes, where relevant, uneven ground, restricted parking, overgrown access routes, pets, hidden debris, or fragile surfaces. If the information you provide is incomplete or incorrect, we may need to revise the quote or change the appointment.

We reserve the right to refuse or reschedule any booking where the requested work is unsuitable, unsafe, outside our service capability, or affected by circumstances beyond our control. Where a site visit is necessary before work can be confirmed, the appointment may be treated as provisional until inspection has taken place. In some cases, a deposit may be required to secure the date.

2. Service Scope and Customer Responsibilities

The exact scope of work for gardeners in Osterley will be agreed in advance and may include one-off tasks or ongoing maintenance. Any additional work requested on the day will be subject to time, availability, and confirmation of any additional charges. Unless expressly agreed, the service does not include specialist arboricultural work, hazardous waste removal, treatment of infestations, or work requiring specialist licensing or equipment.

You are responsible for ensuring that the property is ready for the appointment. This includes clearing personal items from work areas, securing pets, informing us of underground services or hidden obstacles, and making sure someone with authority to approve the work is available if needed. If our team is unable to start, continue, or complete the work because the site is not prepared or access is prevented, a call-out or wasted attendance charge may apply.

Any plants, turf, materials, or products supplied during the service remain subject to natural conditions after installation. Growth, survival, and appearance may be affected by weather, soil quality, watering, and general care. Unless otherwise agreed in writing, we do not provide a guarantee for living plant material.

3. Payments

Unless agreed otherwise, payment for Gardeners Osterley services is due upon completion of the work. For larger or recurring projects, staged payments or deposits may be required. Any deposit paid is applied against the final invoice and may be non-refundable where the booking is cancelled outside the permitted period or where materials have already been purchased.

All prices are quoted in pounds sterling and may be stated as fixed fees, estimated fees, or hourly rates depending on the nature of the work. Estimates are based on the information provided at the time of quotation. If additional time, labour, equipment, or disposal costs are required because the actual conditions differ from those described, the final charge may be adjusted accordingly.

Invoices must be paid by the due date shown on the invoice. If payment is not made on time, we reserve the right to charge reasonable interest and recovery costs where permitted by law. We may also suspend further work until outstanding sums are settled. Title to any supplied goods remains with us until full payment has been received.

4. Cancellations and Rescheduling

If you need to cancel or rearrange a booking, you should notify us as soon as possible. Where notice is given within a reasonable period before the appointment, we will usually try to reschedule subject to availability. Cancellations made too close to the agreed date may result in a cancellation fee, especially where labour has already been allocated, materials have been ordered, or travel has been arranged.

If our team arrives at the property and cannot carry out the service because of incorrect access details, no one being available to authorise the work, severe site obstruction, or unsafe conditions not disclosed in advance, the appointment may be treated as cancelled by the customer and a charge may still apply. We may also cancel or postpone a booking where weather conditions, staff illness, equipment failure, or other circumstances beyond our control make it impractical or unsafe to proceed.

In the event that we need to reschedule, we will use reasonable efforts to offer an alternative appointment. However, we do not accept liability for any indirect loss arising from a change of date, including missed personal arrangements, unless such liability cannot legally be excluded.

5. Liability and Limitations

We will carry out all gardening work with reasonable care and skill. However, you acknowledge that outdoor work involves inherent risks, including contact with hidden stones, buried objects, sharp debris, slippery surfaces, uneven terrain, and weather-related impacts. We are not responsible for damage caused by pre-existing defects, undisclosed hazards, faulty structures, or the natural condition of the site.

To the fullest extent permitted by law, our liability for loss or damage arising from our services is limited to the amount paid or payable for the specific service in question. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

Gardeners Osterley will not be liable for loss of earnings, loss of business, missed opportunities, or any indirect or consequential losses. If any item of the customer’s property is particularly valuable or fragile, it should be removed or protected before work begins. We may refuse to move items that are unsafe to handle or that could be damaged during normal service activity.

6. Waste, Green Waste, and Regulatory Compliance

Waste generated during gardening work, including grass cuttings, hedge trimmings, branches, leaves, soil, and general green waste, will be managed in accordance with applicable UK waste rules. We will normally remove waste only where this has been agreed in advance or included within the quoted service. If waste removal is included, it may be subject to volume limits, weight limits, and local disposal charges.

Where waste remains on site for collection by the customer, you are responsible for arranging lawful disposal. Waste must not be abandoned, fly-tipped, or stored in a way that breaches local environmental requirements. If we have reason to believe that a requested disposal arrangement would not be lawful, unsafe, or environmentally proper, we may decline to carry it out.

Any hazardous waste, contaminated material, asbestos, chemical containers, clinical waste, or items requiring special handling are excluded unless specifically agreed and lawfully managed by a qualified contractor. Customers must disclose such materials before booking. If undisclosed regulated waste is discovered during the job, work may be paused or terminated, and additional charges may be incurred for safe handling or return of the material.

7. Access, Delays, and Site Conditions

Reasonable access must be provided for our team, vehicles, and equipment. If access is restricted because of locked gates, parking limitations, building works, unsafe surfaces, or other site conditions, the service may take longer or be rescheduled. Additional time spent dealing with access issues may be chargeable.

Weather can affect the quality and timing of outdoor services. Heavy rain, frost, strong winds, or extreme heat may make certain tasks unsafe or unsuitable. We may postpone or alter the scope of work where weather conditions make completion impractical. In such cases, we will use reasonable efforts to minimise inconvenience.

Where the customer requests that work continues despite adverse weather or other obvious risks, we may decline if doing so could compromise safety, plant health, or the quality of the result. Our decision on safety and operational suitability is final.

8. Complaints and Service Issues

If you believe there is an issue with the service, you should notify us within a reasonable time after completion. This allows us the opportunity to review the concern and, where appropriate, inspect the work. We may ask for photographs, a description of the issue, or access to the site to assess the matter properly.

Where a complaint is upheld, we may offer a correction, partial refund, or other reasonable remedy depending on the circumstances. We will not accept complaints relating to matters that arise from normal weather effects, plant behaviour, lack of aftercare, or information that was not provided before the service began.

Any claim relating to a service must be supported by clear evidence and submitted promptly. This does not affect your statutory rights as a consumer where applicable.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of 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 consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By booking a service with gardeners in Osterley, you confirm that you have read, understood, and agreed to these terms. The parties intend these terms to create a fair and practical framework for the provision of gardening services while recognising the variable nature of outdoor work. Nothing in these terms is intended to affect your mandatory statutory rights.

Last updated: 2026