Terms and Conditions for Gardeners St Lukes

These Terms and Conditions set out the basis on which Gardeners St Lukes provides gardening and related outdoor maintenance services to residential and commercial customers in the UK. By placing a booking, requesting a quotation, or confirming work with us, you agree to be bound by these terms. They are intended to create a clear and fair understanding of the service relationship, including how appointments are arranged, how charges are handled, what happens if plans change, and the limits of our responsibility while work is carried out.

For the avoidance of doubt, these terms apply to all standard gardening services, including routine maintenance, planting, pruning, lawn care, clearance, soft landscaping, and seasonal tasks agreed in advance. They may also apply to one-off visits or repeated service arrangements where a written or verbal agreement has been made. Any variation must be agreed by us in writing before the change takes effect. If a customer’s own terms are sent to us, they shall not apply unless expressly accepted by an authorised representative of Gardeners St Lukes.

We aim to provide a professional gardening service that is straightforward, transparent, and consistent. However, natural conditions, site access, weather, plant health, and the availability of materials can affect outcomes. Because outdoor work is influenced by many variables, estimates and service descriptions should be understood as carefully prepared expectations rather than guarantees of exact results unless we have specifically stated otherwise in writing.

1. Booking Process

Bookings may be made by requesting a quotation, selecting a service date, or agreeing a recurring schedule. A booking is only confirmed when we acknowledge acceptance of the work, confirm the date or time window, and, where required, receive any deposit or advance payment. Until confirmation is provided, availability is not reserved and any proposed date remains provisional. We may request additional information before confirming a booking, including photos, site notes, or access details, so that we can assess the work accurately.

All customers must ensure that the information provided at booking is complete and accurate. This includes the size and condition of the area, any known hazards, pets on site, parking restrictions, gate codes, water access, and any restrictions affecting equipment use. If the actual site differs from the information supplied, we may revise the quotation, the service plan, or the scheduled duration. Any increase in scope requested on the day may be treated as extra work and charged accordingly.

Where a regular maintenance arrangement is agreed, the schedule may be adjusted from time to time to reflect weather, seasonal growth, staff availability, or operational needs. We will use reasonable efforts to attend on the agreed day, but an appointment time may be varied if circumstances beyond our control make this necessary. If a customer wishes to alter a confirmed booking, notice should be given as early as possible so that we can attempt to reallocate the slot. Repeated changes may affect future availability.

2. Prices and Payments

Prices are generally based on the type of service, the expected labour time, the condition of the garden, disposal requirements, and any specialist equipment or materials needed. Quotations may be fixed or estimated. A fixed price applies only to the clearly described work and assumes that the site conditions match the details supplied at booking. If the work changes or hidden issues are discovered, we may update the price before proceeding. In the case of an estimate, the final charge may be higher or lower depending on the time and resources actually required.

Payment terms will be stated at the point of booking or on the invoice. Unless otherwise agreed, payment is due on completion of the work or within the stated invoice period. For larger projects, staged payments, deposits, or advance material costs may be requested. Where a deposit is taken, it may be used to reserve labour and scheduling capacity. We may withhold or delay non-urgent follow-up work until outstanding sums are paid in full. Late payments may be subject to statutory interest and reasonable recovery costs where permitted by law.

Customers must ensure that payment is made by the agreed method and that card details, bank transfers, or other payment instructions are entered correctly. Any bank charges, failed payment fees, or costs arising from incorrect payment details may be recovered from the customer where allowed. We reserve the right to suspend service, refuse further bookings, or require advance payment if previous invoices remain unpaid or if there is a history of repeated payment delay.

3. Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated in the quotation or booking confirmation, we ask for at least 24 to 48 hours’ notice for standard appointments and longer notice for larger or pre-planned jobs involving materials or dedicated staffing. If sufficient notice is not provided, a cancellation fee may apply to cover lost time, travel, reserved labour, and any non-recoverable costs already incurred. Deposits may be retained in part or in full where work has been scheduled and resources allocated.

We also reserve the right to cancel or rearrange a booking where weather, safety concerns, equipment failure, illness, access problems, or other operational issues make it unreasonable or unsafe to proceed. In such cases, we will aim to offer an alternative date. Our liability for any inconvenience caused by a necessary reschedule is limited to the amount paid for the affected service, except where a greater liability cannot lawfully be excluded.

If our team arrives at the property and cannot gain access, cannot carry out the work safely, or is unable to proceed because the customer has not prepared the site as agreed, the appointment may be treated as a missed visit and charged in whole or in part. Examples include locked gates, incomplete access instructions, excessive obstruction, or the absence of agreed permissions. The customer remains responsible for ensuring the service can be completed as scheduled.

4. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out gardening services and will select appropriate tools, methods, and working practices for the task in hand. However, living materials such as turf, plants, shrubs, and trees may respond unpredictably to pruning, transplanting, seasonal changes, pests, disease, or pre-existing stress. As a result, outcomes can vary even when professional care is taken. The customer acknowledges that no garden service provider can guarantee perfect results in every condition.

Customers are responsible for informing us of any hidden hazards, fragile surfaces, underground services, irrigation systems, wildlife activity, or features that may require special handling. Where possible, items that could be damaged should be removed from the working area before the visit begins. We may decline to move valuable or delicate items, and we are not responsible for damage caused by items left in unsuitable positions unless we have expressly agreed to handle them. The customer should also ensure that children and pets are kept away from the working area during service.

We may refuse to perform work that is unsafe, unlawful, or outside the agreed scope. If the condition of the garden poses a health and safety risk, we may pause work until the issue is addressed or may recommend that the job be amended. Any change in scope may affect the quotation, the schedule, and the materials required. Customers should not expect additional tasks to be included unless they are expressly agreed by us.

5. Waste Removal and Environmental Compliance

Where waste removal forms part of the service, it will be handled in accordance with applicable UK waste laws and environmental requirements. Green waste, soil, timber, clippings, and similar materials may be collected, bagged, loaded, transferred, or disposed of by approved methods. The customer acknowledges that some materials may be recycled, composted, or processed through authorised facilities rather than sent to landfill. Any special disposal arrangement, including bulky waste, contaminated materials, or mixed waste streams, may incur additional charges.

The customer must disclose in advance if the site contains hazardous or unusual waste, including asbestos, chemicals, sharps, oil, fuel residues, animal faeces, invasive species, or materials that require specialist handling. We are not obliged to remove or transport items that are prohibited, dangerous, or outside the scope of our waste handling permissions. If such items are discovered during work, we may stop immediately and seek further instructions. The customer remains responsible for the lawful declaration, segregation, and disposal of waste not accepted within the agreed service.

Any waste removed during the service becomes subject to the arrangement agreed at booking. If waste is left on site in an agreed location, the customer is responsible for its subsequent management unless we have specifically agreed removal. We will not knowingly dispose of materials in a way that breaches environmental law, local rules, or duty-of-care obligations. Customers should understand that waste management costs may be influenced by volume, weight, contamination, or the need for a licensed disposal route.

6. Liability and Limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, Gardeners St Lukes shall not be liable for indirect, incidental, or consequential losses such as loss of profit, loss of business opportunity, or loss of enjoyment arising from the service. Our total liability for direct loss or damage arising from a booking shall be limited to the amount paid or payable for the relevant service, except where a greater amount is required by law.

We are not responsible for pre-existing damage, hidden defects, weak structures, poor drainage, disease, infestation, unstable paving, or deterioration that was already present before work began. We are also not liable for damage caused by the customer’s failure to provide accurate information or by the customer’s instructions where those instructions were followed in good faith. Where a claim is made, the customer must take reasonable steps to reduce any further loss and must notify us promptly with supporting details.

Any advice we provide about plants, maintenance, or outdoor care is given in good faith based on the information available at the time. It should not be treated as a guarantee of future growth, survival, or performance. Seasonal changes, weather events, soil conditions, and third-party interference can affect outcomes beyond our control. We do not accept responsibility for loss caused by events outside our reasonable control, including extreme weather, fire, flood, storm, vandalism, theft, or unavoidable supply disruption.

7. Complaints, Variations, and Governing Law

If a customer believes the service has not been carried out in line with these terms, they should raise the issue as soon as reasonably possible after completion. We may request photographs, access to the site, or a brief description of the concern so that we can assess the matter fairly. Where appropriate, we may offer to revisit the site, correct an error, or provide another reasonable remedy. No remedy will be owed where the issue arises from factors outside our control or from instructions given by the customer.

These terms may be updated from time to time. The version in force at the time of booking will normally apply to that booking unless a later written variation has been agreed. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any provision shall amount to a waiver of that provision.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales. By proceeding with a booking, the customer confirms acceptance of these terms and acknowledges that they form the basis of the service relationship between the parties.