Appointment Terms & Conditions
The Appointment Terms & Conditions are a supplement to our General Terms & Conditions.
1) Pre-paid Maintenance Plans Visits & Time Tracking
In general, Pre-paid Maintenance Plans consists of visits of the prescribed duration, within reason, at the prescribed interval, within reason, throughout the Maintenance Plan's 'season'. Due to the nature of our work, it may be that a greater expenditure of time is required at different parts of the 'season'. At the conclusion of any Maintenance Plan, all hours worked will match what the customer has paid for.
It may be necessary for us to miss visits, not limited to but including, inclement weather, equipment or vehicle breakdowns, staff illness or absence. Any missed visits will be rescheduled at our next available opportunity, or if this is not possible, the time missed will be apportioned to the remaining visits to ensure there are no account balances remaining at the conclusion of the Maintenance Plan.
We run our schedule on a fortnightly cycle, so requested visit regularity must be a multiple of this. Most customers opt for fortnightly visits.
If we are not able to fit your requested visit regularity into our schedule, we will offer an alternative, and if this fails to be suitable we will cancel the maintenance plan and refund for any hours not used.
We use vehicle GPS trackers and staff job timers to record time spent on site.
2) Materials
We carry a very limited amount of materials at all times. We recommend clients to request materials, not limited to but including, compost, seed, lawn treatments, plants & professional weed killers, in advance so we are able to include this in our start sheet at the beginning of the day before heading out from the depot.
Depending on the nature and value of requested materials, a deposit or full payment may be required before material ordering. Standard payment terms apply as stated in our General Terms & Conditions.
3) Waste
We are licensed to remove green waste produced in the course of our work from the property. We will initially use any green waste bins, compost bins, compost piles or other green waste receptacles on the property, unless instructed otherwise. Thereafter, we will remove green waste as a complementary service, up to the prescribed amount as stated in the Pre-paid Maintenance Plan. Green waste over this prescribed amount, and for hourly jobs, will be charged per bulk bag.
4) Notifications, Visit Times & Access
You will receive an email or text reminder of our visit three days before and on the day of the visit.
Please ensure that any gates that grant access to the areas to be serviced will be unlocked on the prescribed days.
The arrival time is an estimate
You do not need to be in during the visit.
If, on the day of arrival, we are unable to access your outdoor space, through no fault of our own (i.e. forgetting a gate key), the visit duration will be logged as that of the travel time to and from the site or property.
5) Other Visit Information
We can usually transpose any specific instructions or areas of priority you may have for a visit onto the job form with 48 hours notice.
Our preferred form of communication is email.
All clients receive a login link to their Client Hub, where they are able to access details of their next several scheduled visits, view invoices, request extra work and more.
6) Animal Droppings
Please clean any animal droppings from your outdoor space. With regards to lawns, we will mow around any animal droppings that we spot. If this is not feasible, and the job becomes too onerous due to multiple droppings, we will either stop that particular task or the job completely, with a full invoice to be issued.
A cleaning fee of £15 will apply if we step on, or mow over, animal droppings.
This is a health hazard.
Boots, machinery, vehicles and /or clothes will need to be cleaned.
In extreme and/or repeat cases, we will cancel all jobs in perpetuity at the site or client in question.
7) Other Miscellaneous Items
Before a pre-paid maintenance plan is accepted by us, we will book a viewing with you to ensure the plan you select is appropriate for your garden size and what you wish to achieve within any specific timeframes. This is a no pressure visit to introduce ourselves and get a feel for your outdoor space. We believe what we do is as much as building a relationship than merely provided a service.
The list of tasks shown on the product page is an indication of the type of maintenance work that will be carried out.
If you have specific tasks in mind that are not listed, please speak with your gardener or contact us prior to your appointment to confirm that we can do the work requested and if any specialist equipment is required.
We will not tolerate rude or abusive customers and will cancel all jobs in perpetuity if this is brought to our attention by our staff.