Terms and Conditions for Gardeners Castelnau

These Terms and Conditions set out the basis on which Gardeners Castelnau provides domestic and commercial gardening services in the UK. By making a booking, the client agrees to these terms in full. They are intended to create a clear and fair service agreement covering the booking process, payments, cancellations, liability, waste handling, and governing law. If any provision is found to be unenforceable, the remaining terms will continue in force.

The services covered by these terms may include routine garden maintenance, lawn care, hedge trimming, seasonal tidy-ups, planting, pruning, and related outdoor work agreed in advance. In these conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the client who requests the work. Any variation to these terms must be confirmed in writing or accepted through an agreed digital booking record.

These terms are designed to support a professional relationship between the client and Castelnau gardeners. They apply to each booking unless a separate written contract has been agreed for a particular project. Where a quotation, estimate, or service note conflicts with these terms, the written quotation or project-specific agreement will take priority only to the extent of that conflict.

1. Booking Process

A booking is normally made after an enquiry and a review of the required work. We may ask for photographs, site information, access details, and a description of the garden condition so that we can provide an accurate estimate. Any quotation given before attendance is based on the information supplied by the client and may change if the actual conditions differ from those described. This is particularly relevant for overgrown gardens, hidden waste, restricted access, or unsafe working conditions.

Once a quotation is accepted, the booking will be confirmed by email, message, invoice, or other written record. A booking is only secured once we have acknowledged the appointment and, where requested, received any deposit or advance payment. We reserve the right to refuse a booking where the requested work falls outside our service scope, where the site is unsafe, or where the necessary access arrangements cannot be made.

The client must ensure that the details given at the time of booking are complete and accurate. This includes any information about pets, children, parking, security gates, shared access, water supply, electricity, or any known hazards. If the booked service is delayed because the information supplied was incomplete or incorrect, we may charge for additional time or a return visit if reasonably required. A request to change the scope of the work after booking may result in a revised quotation.

1.1 Access and Attendance

Access to the property must be available at the agreed time. If we arrive and are unable to start because access is denied, keys or codes are unavailable, or a responsible adult is not present where required, the visit may be treated as cancelled by the client. In such cases, a call-out charge or partial fee may apply to cover travel and lost time. Where work is carried out on behalf of landlords, agents, or managing parties, it is the booking party’s responsibility to ensure access arrangements are in place.

2. Prices, Invoicing, and Payment

Unless otherwise stated, prices are quoted in pounds sterling and may be given as a fixed fee, hourly rate, or daily rate depending on the type of service. Estimates are based on the information available at the time and do not create a binding price where the actual work differs significantly from what was described. Additional work requested during the visit will be charged separately if agreed by the client or if reasonably necessary to complete the service safely and properly.

Payment terms will be set out on the invoice or booking confirmation. We may require full payment in advance, a deposit, or payment on completion depending on the size and nature of the job. Unless stated otherwise, invoices are due immediately upon receipt or within the period shown on the invoice. We reserve the right to suspend or withhold future services where payment is overdue.

Late payment may result in administration charges, interest, or recovery action to the extent permitted by law. Any bank charges, failed payment fees, or costs arising from reversed payments may be passed on to the client where the failure is not caused by our error. If a client disputes an invoice, they should notify us promptly and provide the reasons for the dispute so that the matter can be reviewed fairly.

Where a deposit is requested, it is used to reserve time and allocate resources for the appointment. Deposits are normally non-refundable if the cancellation rules in these terms apply, but the exact position will depend on the timing of the cancellation and any preparatory costs already incurred. Any discount, promotional price, or special arrangement must be confirmed in writing and may be withdrawn where the stated conditions are not met.

3. Cancellations and Rescheduling

Cancellations should be made as early as possible. If you need to cancel or rearrange a booking, you must notify us in reasonable time before the scheduled appointment. A cancellation made with sufficient notice may not incur a charge, but where notice is short we may charge a cancellation fee to cover reserved labour, equipment, and travel costs. The exact fee may depend on the amount of notice given and whether materials or subcontractors have already been arranged.

If we need to cancel or reschedule due to illness, weather conditions, safety concerns, vehicle failure, or other circumstances beyond our reasonable control, we will seek to offer an alternative date. In the event of severe weather or unsafe ground conditions, we may delay or modify garden work to avoid damage to the property or risk to personnel. Such decisions will be made in good faith and with reasonable care.

We are not responsible for inconvenience caused by changes that are necessary for safety, access, or operational reasons. If a booking cannot proceed because the client is not ready, the site is inaccessible, or essential information is withheld, the appointment may be cancelled and charged as wasted attendance where appropriate. Any refund or rebooking arrangement will be made fairly and in line with the circumstances of the case.

4. Liability and Limitations

We will carry out services with reasonable skill and care. However, gardening work can involve natural variation, hidden defects, and pre-existing conditions that are outside our control. We are not liable for damage caused by defects in plants, lawns, fences, paving, irrigation systems, ground movement, or items that are already weak, poorly maintained, or improperly installed. The client should alert us to any particularly delicate or valuable items before work begins.

Our liability will not extend to indirect loss, loss of profits, loss of enjoyment, or consequential damage except where such liability cannot lawfully be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Where damage is alleged, the client must give us a reasonable opportunity to inspect the issue before remedial work is undertaken by a third party.

We may use tools, machinery, ladders, cutting equipment, and garden chemicals only where appropriate and in accordance with applicable safety standards. The client must inform us of any underground services, hidden cables, fragile surfaces, or known hazards. If work must be paused due to an unsafe condition not disclosed by the client, we may charge for time already spent and any reasonable costs incurred.

5. Waste Handling and Environmental Compliance

Green waste generated during the service may be removed, composted, reused, or left on site depending on the service agreed at booking. If waste removal is included, we will handle garden waste in accordance with applicable UK waste regulations and duty of care requirements. The client acknowledges that waste transfer, recycling, and disposal may involve charges that are separate from labour costs where stated in the quotation.

We will not knowingly dispose of waste unlawfully. Where the client requests removal of items that are not garden waste, including soil, rubble, timber, or household rubbish, this must be agreed in advance because different handling, transport, and disposal arrangements may be required. We may refuse to move hazardous, contaminated, or prohibited materials. If unexpected waste is discovered on site, we may pause the work and revise the price before continuing.

Any waste left on the property after completion becomes the client’s responsibility unless removal was expressly included. Where waste is collected by us, the transfer of responsibility takes place once it is loaded for lawful disposal or recycling. The client should notify us of any composting preferences, restrictions on green waste, or site rules concerning disposal areas. We aim to minimise environmental impact where reasonably practicable.

6. Client Responsibilities

The client must ensure that the garden and surrounding areas are reasonably prepared for the agreed work. This includes securing pets, moving fragile items where practical, and identifying any hidden features that may be affected by the service. The client is responsible for confirming that any person who authorises the work has the right to do so, especially on rented, managed, or shared properties.

Where plants, structures, or surfaces require special handling, the client should tell us in advance. This is especially important for ornamental planting, recently laid turf, young trees, irrigation systems, lighting, and decorative features. We do not accept responsibility for issues caused by instructions that conflict with professional judgment where we have advised against a particular method or action.

We may refuse to proceed with any task that we consider likely to cause unreasonable damage, breach safety standards, or contravene a law or regulation. In such cases, we may offer an alternative approach where possible. The client agrees not to obstruct our staff, interfere with equipment, or ask us to work in a manner that is unsafe or unlawful.

7. Complaints and Service Review

If the client believes that the work has not been completed as agreed, they should notify us within a reasonable time after the visit. We may ask for photographs or further information so that we can assess the matter. Where appropriate, we may return to inspect the issue, correct the service, or agree a fair adjustment. This process does not affect statutory rights where they apply.

Any complaint must be made honestly and with enough detail to allow a proper review. We will not be liable for issues reported after a long delay where the condition of the garden has changed due to weather, growth, or external factors. The client recognises that living materials and outdoor surfaces are subject to natural variation and cannot always be guaranteed to remain unchanged after treatment.

Nothing in these terms removes the client’s rights under the Consumer Rights Act 2015 or other applicable consumer protection laws. However, any remedy will be limited to what is reasonable in the circumstances and consistent with the service actually provided. If a dispute cannot be resolved amicably, the parties may consider mediation or other lawful alternative dispute resolution.

8. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these terms shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any term is inconsistent with applicable law, it will be interpreted so far as possible to give effect to the original intention without invalidating the remaining terms.

By confirming a booking with Gardeners Castelnau, the client acknowledges that they have read, understood, and agreed to these Terms and Conditions. These terms form part of the service relationship and are intended to promote transparency, fairness, and lawful conduct. They may be updated from time to time, and the version in force at the time of booking will apply unless a later amendment has been agreed in writing.

Gardeners Castelnau reserves the right to revise these terms where necessary to reflect changes in law, operations, or service practices. Updates will not affect completed services, and they will only apply to future bookings unless specifically agreed otherwise. The client should retain a copy of the version accepted at the time of booking for their records.