Terms and Conditions for Tree Surgeons Goldersgreen

These Terms and Conditions set out the basis on which tree surgery services are provided by Tree Surgeons Goldersgreen and apply to all customers who request quotations, make bookings, or accept work carried out by our team. By confirming a booking, accepting a quotation, or allowing work to begin, you agree to be bound by these terms. They are intended to create a clear understanding between the customer and the tree surgeon, covering the booking process, payment, cancellations, liability, waste handling, and the legal framework that applies to the services.

For the purposes of these terms, references to tree surgeons, tree surgery services, tree surgeons Goldersgreen, and similar wording all mean the same service provider. These terms apply to domestic and commercial customers unless a separate written agreement states otherwise. Nothing in these terms affects your statutory rights as a consumer where those rights cannot legally be excluded or limited.

All work is carried out with reasonable care and skill, using appropriate methods for the nature of the trees, hedges, shrubs, or related vegetation being worked on. Because tree work often involves natural conditions, hidden defects, weather exposure, and access constraints, customers should understand that certain outcomes may vary from initial expectations. We therefore encourage customers to review the quotation carefully and ask questions before confirming the work.

Booking Process
The booking process begins when a customer contacts Tree Surgeons Goldersgreen to request a quotation or assessment. Quotations may be based on photographs, written descriptions, site visits, or a combination of these. In some cases, a preliminary estimate may be provided before a full inspection. Any estimate is given in good faith, but the final price may change if the actual site conditions differ materially from the information originally supplied.

Once a quotation is accepted, a provisional date or time window may be arranged. A booking is only confirmed when the customer has agreed to the quote and, where requested, paid any deposit or booking fee. The customer must ensure that all relevant details are accurate, including access arrangements, tree location, boundary issues, underground services, conservation restrictions, preservation orders, and any known hazards. Failure to disclose material information may affect the price, the timing of the work, or the ability to complete the service safely.

Customers must also ensure that they, or an authorised representative, are available to provide access on the agreed date if required. If the team arrives and cannot safely proceed because access is blocked, permissions are missing, or the site conditions are not as described, the appointment may be treated as a late cancellation or aborted visit. Any resulting costs may be charged at the company’s discretion, especially where time, travel, or specialist equipment has been allocated.

Scope of Work and Changes
The scope of the work is limited to the services described in the quotation or written confirmation. If a customer asks for additional work on the day, the team may agree to it only if it is safe, practical, and within the necessary qualifications and equipment available. Any changes to the agreed scope may result in extra charges, revised timing, or rescheduling. Where extra work requires further consent, the team will seek approval before proceeding.

Tree surgery can reveal hidden decay, pest infestation, brittle limbs, root instability, or structural weaknesses that cannot always be identified before work starts. If such issues are discovered, the team may need to alter the method, pause the job, or recommend that further work be undertaken. In some cases, the original quotation may no longer apply if the job becomes significantly more complex due to unexpected site conditions.

Customers are responsible for ensuring that they have the necessary permissions to authorise the work, including landlord approval, managing agent consent, leasehold permissions, neighbour permissions where relevant, and any permission needed from a local authority or other body. By instructing tree surgeons Goldersgreen, the customer confirms that they have the authority to proceed or that they have obtained the necessary approvals before work begins.

Payments
Payment terms will be stated on the quotation, invoice, or booking confirmation. Unless otherwise agreed in writing, payment is due in full on completion of the work. For larger projects, deposits, staged payments, or part-payment may be requested in advance. Where a deposit is taken, it secures the booking and covers administrative and scheduling costs. Deposits may be non-refundable in circumstances described under the cancellation section.

Accepted payment methods may include bank transfer, card payment, or other agreed electronic methods. Cash payments may be accepted only if agreed in advance. All prices are stated in pounds sterling unless otherwise specified. If VAT applies, this will be identified on the quotation or invoice. Customers must pay all sums by the due date stated on the invoice. Late payments may result in reminder charges, suspension of further work, or recovery action where permitted by law.

If payment is not received on time, the customer may be liable for reasonable costs incurred in collecting the debt, including legal or administrative fees where permitted. Tree Surgeons Goldersgreen reserves the right to retain ownership of materials, timber, or arisings until full payment has been received, to the extent allowed by law. Any discounts or promotional rates will apply only if the specified conditions are satisfied in full.

Cancellations and Rescheduling
Customers may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size and complexity of the job, the date reserved, and whether specialist staff or equipment have been arranged. If a cancellation is made with sufficient notice, any deposit may be refunded at our discretion or adjusted in line with the administrative costs already incurred.

If a customer cancels at short notice, fails to provide access, or is absent when the team arrives, the company may charge for lost time, travel, labour, or equipment allocation. This is particularly relevant where a full day or a fixed team has been reserved. Weather-related changes may also require rescheduling, as tree work can become unsafe in strong winds, heavy rain, ice, lightning, or other adverse conditions. Safety decisions made by the team on the day are final where necessary to protect people and property.

In the unlikely event that tree surgeons must cancel or postpone a booking due to operational issues, safety concerns, illness, equipment failure, or circumstances beyond reasonable control, a new date will normally be offered. The company will not be responsible for indirect losses caused by such changes, provided reasonable steps have been taken to notify the customer as soon as practicable.

Liability
All work is carried out with reasonable skill and care, but liability is limited to the extent permitted by UK law. The company will be responsible for direct loss or damage caused by proven negligence, failure to exercise reasonable care, or breach of contract. However, no liability is accepted for pre-existing defects, hidden decay, unstable ground, faulty structures, or weaknesses in trees, fences, walls, driveways, or underground services that were not reasonably identifiable before work began.

The customer must tell the team about known hazards, including cables, pipes, drains, septic systems, weak structures, protected species, nesting birds, contaminated materials, or other risks. Where the customer fails to provide accurate or complete information, the company will not be liable for resulting damage or delay. Any estimate of tree condition, root spread, or branch stability is based on visible inspection only unless a more detailed survey has been commissioned separately.

To the maximum extent permitted by law, Tree Surgeons Goldersgreen will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business, or loss of use. 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. If any damage occurs, the customer must notify the company promptly so that the matter can be investigated and, where appropriate, rectified.

Waste Regulations and Site Clearance
Tree surgery often produces wood chip, branches, logs, leaves, stumps, and other green waste. Unless otherwise agreed, waste generated by the work will be removed in accordance with applicable waste management and environmental regulations. The customer should be aware that not all materials are automatically taken away, and some quotations may specify that timber or arisings will be left on site, stacked, chipped, or separated for reuse.

Where waste is removed, it will be handled lawfully and transported only by appropriate means. Tree surgeons Goldersgreen will seek to comply with all relevant UK waste rules, including duty of care obligations, proper segregation of waste where required, and lawful disposal or recycling routes. The customer must not ask the team to dispose of third-party waste, hazardous materials, or items unrelated to the agreed tree work unless this has been expressly agreed in writing.

If the customer requests that logs, mulch, or other arisings remain on site, responsibility for storage and subsequent use passes to the customer once the material has been left in the agreed area, unless otherwise stated. The customer is responsible for ensuring that any retained waste is kept safely and does not create a nuisance, obstruction, or breach of local rules. Additional charges may apply if access, loading, disposal, or specialist waste handling is more onerous than expected.

Customer Responsibilities
The customer must provide a safe working environment and must warn the team of any known dangers before work begins. This includes pets, children, fragile surfaces, hidden drains, overhead obstacles, and any nearby activity that may affect safety. The customer is also responsible for ensuring that vehicles, ornaments, garden furniture, and other vulnerable items are moved or protected before the work starts, unless the quotation specifically states otherwise.

Where work is carried out near boundaries, neighbouring land, or shared access routes, the customer should make suitable arrangements in advance to avoid disputes or delays. The company is not responsible for obtaining third-party permissions unless that duty has been expressly accepted in writing. If the job is delayed because a third party refuses access or objects to the work, the customer may be charged for wasted attendance or rescheduling.

The customer must not interfere with the work in a way that increases risk. If conditions change during the job and a member of the team advises that work should stop, be altered, or be postponed, that instruction must be followed. Safety is the priority and may require methods to be modified even if that means the original plan cannot be completed exactly as first described.

Complaints and Rectification
If the customer believes that any part of the service has not been delivered as agreed, they should notify the company as soon as possible and provide reasonable details of the concern. The company may request photographs, access to the site, or an opportunity to inspect the issue before any conclusion is reached. Where a problem has arisen due to an error by the company and the matter is capable of reasonable correction, a remedy may be offered at the company’s discretion, which may include re-attendance or another appropriate solution.

Minor variations in appearance, finish, or regrowth are normal in arboricultural work and do not automatically amount to a breach of contract. Trees are living organisms and may respond differently to pruning, reduction, crown thinning, felling, or stump-related work depending on species, season, and prior condition. The company does not guarantee a particular biological outcome, future growth pattern, or complete absence of regrowth unless this is expressly stated in writing.

If a dispute cannot be resolved amicably, both parties should seek to resolve the matter in good faith before starting formal proceedings. Any claim must be brought within the applicable legal time limits. These terms are intended to operate fairly and reasonably, and any unenforceable provision shall be treated as modified or removed to the minimum extent needed so that the remainder continues in effect.

Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute unless mandatory law provides otherwise.

The parties agree that these terms form the whole agreement between the customer and Tree Surgeons Goldersgreen for the services described, unless a separate written contract says something different. Any variation to these terms must be agreed in writing. The fact that a term is not enforced on one occasion does not mean it is waived for the future.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms for the provision of tree surgery services. These terms are designed to support a professional, transparent, and safe working relationship for all customers using tree surgeons Goldersgreen services, while ensuring compliance with applicable UK requirements.