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We understand that nobody really enjoys Terms & Conditions, and these are really here to clarify expectations and to protect both us and you.

 

However we would always prefer to deal with any issues or answer any questions as part of an honest, fair and constructive conversation, without having to fall back on T&Cs.

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Pricing

The price/length of time for the visit/job will be communicated to you, either verbally or in writing, prior to being carried out. Allowing the visit/job to proceed is understood to be acceptance of both the price/length of time and these Terms & Conditions.

 

Occasionally we may find we need to vary the original price/length of time, where this is the case we will take reasonable steps to communicate this to you and agree a way forward. This may include requoting before proceeding. 

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Any prices or hourly rates previously quoted are subject to change at our discretion, and will be communicated to you in advance so that you can decide how you would like to proceed.

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Hourly rates cover our labour and use of own machinery/tools only, unless otherwise advised. Where other costs are incurred, such as materials, hire charges, consumables or treatments, these are payable in addition.

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Visits, frequency and access

Wherever possible we will try to make scheduled visits on the same day at the same, as this is almost always more convenient/ preferable for both parties. Visits will be continue to be scheduled until you tell us otherwise (see one-off/full cancellation terms).

 

Scheduled visits are based on a 4-week month, therefore in a 5-week month this could mean that we don't visit that week. You are more than welcome to request an additional visit if this is the case, though acceptance is subject to our availability.

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Sometimes schedules visits cannot be achieved or may need to be cancelled, and we will take reasonable steps to communicate this to you as early as possible. However some factors such as bad traffic, bad weather, or other factors outside of our control may mean that not much notice can be given. If that's the case, we are very sorry and will try to arrange a catch up visit at a later date/time if necessary.

 

We also ask this of you too. Wherever possible please give us as much notice as possible if a visit needs to be cancelled. We can of course continue our work without you being at the property and so we ask that, if you are expecting us, you ensure there is adequate access for us should you not be in.

 

We understand that sometimes life happens and you may need to cancel at the very last minute and suitable access is not available. If this is more than a one-off then we will discuss this with you and agree a way forward that works for all parties, though we reserve the right to charge for late cancellations as it will likely mean that we cannot recover the lost income.

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If you have limited and/or restricted parking around your property, please ensure there is available parking for us from which we can quickly and easily access your property - either off-road/on your property or a close-by 'visitor space' that's available for the duration of the visit. If we arrive and adequate parking isn't available, we reserve the right to not attend but invoice you for the visit, and/or pass on the cost of any penalties incurred.

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Payment

Payment is due on receipt of invoice once the work/visit has been completed, or as agreed otherwise. Payment should be made electronically via the link in the email/on the invoice or by bank transfer. We do not accept payment by cheque.

 

Any issues with the invoice or with making the necessary payment should be brought to our attention as soon as you become aware. We will always look to first resolve any issues fairly for all parties. However we reserve the right to cancel further visits until full payment has been received. If no payment is made, we may consider further action.

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Photos

We sometimes take photos of the work we do to share on our website and other digital platforms. We will try to do this in a way that is sensitive to your privacy and specific location, unless agreed with you otherwise.

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Refunds

Most of our work is invoiced on completion and so it is highly unlikely that we would be in a position where we need to refund you. If you pay in advance then we will ensure that you receive your allotted visit(s) even if this is at a later date, but we don’t refund any visits that are missed due to access issues or cancellations.

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We take pride in our work and want you to have peace of mind that we are committed to delivering a great service every time. Whilst we will not refund costs if you decide that something is not the outcome you had expected or hoped for, please do share any concerns or disappointments with us promptly and in a fair and constructive way so that we can see how we might be able to put it right.

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If there is an issue with any materials, products, hired in machinery etc, this will need to be resolved with the original supplier before we can pass on any refund to you. This may include having to remove or replace the item in question.

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Accidental damage

We take pride and care whilst carrying out our work but, sometimes, accidents can happen. Should this be the case, we're very sorry and ask that you let us know as soon as possible, sending a photo of the damage if necessary. We will then investigate and if we agree that the damage was caused by us, we will cover the cost of repair or replacement if necessary, up to a maximum of £100.

 

Full cancellation 

You can cancel our service at any time, though we do ask that you give us fair notice - by this we mean at least 2 weeks but preferably 4 weeks. If payment has been made in advance at the time of cancellation, we will continue to carry out work for any hours already paid for. 

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