Terms and Conditions for Tree Surgeons Hackbridge

These Terms and Conditions set out the basis on which Tree Surgeons Hackbridge provides arboricultural and tree care services to domestic and commercial clients. By making a booking, confirming an estimate, or allowing work to begin, the client agrees to be bound by these terms. They are intended to create clarity around the booking process, pricing, access, safety, waste handling, liability, cancellations, and the law that applies to the service agreement. For the avoidance of doubt, these terms apply to all standard tree surgery, tree maintenance, pruning, felling, stump-related, and site-clearance services carried out by our team, unless a separate written contract has been agreed.

Throughout these terms, references to “we”, “us”, and “our” refer to the service provider trading as Tree Surgeons Hackbridge. References to “you” and “the client” mean the person, business, landlord, managing agent, or other party instructing the work. These terms should be read together with any written quotation, specification, or work schedule issued before the service begins. If any part of the quotation conflicts with these terms, the quotation will take priority only to the extent of that specific conflict.

We aim to provide professional tree surgery services with reasonable care and skill, in line with UK consumer and business law, industry practice, and relevant environmental requirements. However, tree work is inherently variable and may require adjustments on site due to weather, access limitations, hidden defects, tree condition, or legal restrictions. These terms are designed to ensure that both parties understand the scope of work and the responsibilities involved before any cutting, pruning, dismantling, or removal is undertaken.

1. Booking Process

All bookings for tree surgeons in Hackbridge services must be made through an agreed communication channel and confirmed by us before the work is scheduled. A booking is only considered accepted when we issue a written confirmation, which may include an estimate, quotation, schedule, or work order. Any discussion before that point is indicative only and does not create a binding commitment to carry out the work on a particular date or at a particular price.

To prepare an accurate quotation, we may request photographs, site details, tree location information, access notes, or confirmation of ownership or authority to instruct the work. Where necessary, we may attend the site to assess the tree surgery requirements in person. We reserve the right to revise a quotation if the information initially provided is incomplete, inaccurate, or if the scope changes after inspection. If a client asks us to proceed without a site visit, they accept that the quotation is based on the information supplied and may be subject to adjustment where justified.

Where a service requires planning consent, local authority permission, conservation area checks, or third-party approval, it is the client’s responsibility to ensure the necessary approvals are in place before work starts, unless we have expressly agreed in writing to assist with the application process. We may refuse, postpone, or alter a booking if the work would appear unlawful, unsafe, or impractical. A confirmed appointment time is an estimate and not a guarantee of exact arrival, especially where weather, traffic, or earlier jobs affect scheduling.

2. Scope of Services

Our services may include crown reduction, crown lifting, crown thinning, deadwood removal, sectional dismantling, tree felling, hedge work, minor stump works, site clearance, and waste removal, depending on what has been agreed. Each job will be carried out in accordance with the scope set out in the quotation or work order. Any work not expressly included is excluded and will only be undertaken if agreed by both parties, with additional charges applying where relevant.

We use reasonable skill and care when carrying out tree surgeon services, but trees are living organisms and their condition can change between quotation and execution. We are not responsible for hidden decay, internal hollows, unstable unions, root movement, subsurface obstructions, or other defects that could not reasonably be identified before work began. If, during the course of the job, we discover a material issue that affects safety, method, price, or feasibility, we may pause the work and discuss the available options with the client.

The client must ensure that the working area is accessible and safe. This includes removing vehicles, securing pets, arranging clear access routes, and advising us of underground services, overhead lines, fragile structures, or other hazards. Where access is obstructed or the site conditions differ materially from those described at booking, we may charge for waiting time, abortive attendance, or additional labour. If special equipment is required, such as traffic control, MEWPs, or specialist lifting methods, these may incur further cost and may also affect the schedule.

3. Payments and Charges

Unless otherwise agreed in writing, all prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on the client type and the quotation wording. The final amount payable will be the sum set out in the accepted quotation, together with any approved extras, variations, or additional charges arising from changed conditions, delays caused by the client, or work requested on site that falls outside the original scope.

Payment terms will be confirmed in the quotation or invoice. For domestic work, payment is generally due on completion unless a deposit has been requested. For larger projects, commercial works, or repeat business, we may require staged payments, a deposit, or payment in advance for materials, waste handling, or equipment hire. We accept payment by the methods stated at the time of booking or invoicing. Payment is not deemed made until cleared funds have been received in full.

If a client fails to pay by the due date, we may charge statutory interest, compensation, and reasonable recovery costs in accordance with applicable UK late-payment rules, where those rules apply. We also reserve the right to suspend further work, withhold completion certification, or retain ownership of any materials or equipment supplied until outstanding sums are settled. Any dispute over a small part of an invoice does not entitle the client to withhold payment of the undisputed balance.

4. Cancellations, Postponements, and Rescheduling

We understand that plans change, and we will act reasonably where a client needs to cancel or rearrange a booking. However, tree surgery services often involve reserved labour, transport, equipment, and waste disposal arrangements, so cancellations may cause genuine cost. If you wish to cancel or reschedule, you should notify us as soon as possible. Any cancellation will only be effective once received and acknowledged by us.

If a client cancels after accepting a quotation but before work starts, we may charge for reasonable costs already incurred, including survey time, admin time, specialist hire arrangements, or supplier costs. If cancellation occurs within a short period before the scheduled date, or if the team attends site and cannot proceed because the client has not met the required conditions, an abortive visit charge may apply. The exact amount will depend on the circumstances and may be deducted from any deposit already paid.

We may also need to postpone or cancel work due to adverse weather, unsafe site conditions, staff illness, emergency call-outs, equipment failure, or legal restrictions affecting tree work. In those circumstances, we will aim to rearrange the service within a reasonable timeframe. We are not liable for indirect loss arising from a necessary postponement, provided we have acted reasonably. Where a deposit has been paid for work that cannot be carried out at all, any refund will reflect work already completed and costs reasonably incurred.

5. Liability and Limitations

We accept liability for loss or damage caused by our negligence, breach of contract, or failure to perform the services with reasonable care and skill, subject to the limits set out in these terms and any applicable law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law.

Tree surgery carries certain unavoidable risks, including the possibility of minor surface marks, disturbance to lawns or soil, vibration, sawdust, or incidental impact from lawful work carried out in a constrained environment. Where we have taken reasonable precautions, we will not be liable for damage arising from pre-existing weaknesses, hidden defects, unstable trees, subsurface conditions, or defects in structures adjacent to the work area. We are also not responsible for damage caused by items that the client failed to remove or secure before the work began.

Our total liability for any claim arising out of a particular job shall be limited to the value of the services provided for that job, except where a higher amount is required by law. We are not liable for loss of profits, loss of business, loss of opportunity, loss of anticipated savings, or any indirect or consequential losses. If the client believes damage has occurred, they must notify us promptly and allow us a reasonable opportunity to inspect the matter before repair, disposal, or alteration of the affected area.

6. Waste Regulations and Site Clearance

Tree surgery generates green waste, timber, arisings, sawdust, and other biodegradable material, and we handle such waste in accordance with relevant UK waste management rules. Unless otherwise agreed, waste produced by the work is included in the quotation only where this is expressly stated. If waste removal is included, we will transport, process, recycle, or dispose of the material using lawful and environmentally responsible methods. We may separate timber, chip, brash, and other arisings for recycling or reuse where appropriate.

The client must not instruct us to leave waste in a manner that would breach any legal requirement, safety rule, or local site rule. Where waste is to remain on site by agreement, the client assumes responsibility for its storage, onward handling, and any associated permissions. We do not accept responsibility for waste once the agreed service has been completed and the material has been left in the approved location, unless otherwise stated in writing.

We may decline to remove contaminated, hazardous, invasive, or prohibited waste unless it has been specifically quoted for and we are able to lawfully handle it. If unexpected waste is discovered during the works, such as building rubble, asbestos-containing material, buried metal, or harmful substances, we may stop work immediately and request further instruction. The client agrees to disclose any known environmental or site contamination issues before the job begins and to pay any extra lawful disposal costs arising from special handling requirements.

7. Client Responsibilities

The client must provide accurate information and ensure they have the authority to commission the works. They are responsible for identifying property boundaries, confirming ownership or permission, and disclosing any disputes that may affect access or performance. If another party claims an interest in the trees or site, the client remains responsible for resolving that issue before we start. We may request documentary evidence of consent where reasonably necessary.

The client is also responsible for protecting fragile items, arranging parking where needed, and ensuring that children, pets, and unauthorised persons are kept away from the working area. We may erect barriers or request that areas be cleared for safety reasons, and the client must comply with those instructions. If the client’s failure to cooperate causes delay, additional work, or hazard, we may make a reasonable charge for the impact on the job.

Where the service involves a shared boundary, neighbouring property, overhead cables, utility infrastructure, or a complex access route, the client should disclose this in advance. We may require extra time, specialist methods, or coordination with third parties. Any delay caused by inaccurate site information or failure to secure access is not our responsibility. We are entitled to refuse work where we believe the conditions are unsafe or where the client cannot demonstrate the necessary permission to proceed.

8. Complaints and Remedies

If you are dissatisfied with any part of the service provided by Tree Surgeons Hackbridge, you should notify us as soon as reasonably possible and provide sufficient detail to allow the issue to be assessed. We will review the matter in good faith and, where appropriate, may offer a revisit, correction, explanation, or other reasonable remedy. Any complaint should be raised promptly so that evidence can be preserved and the issue investigated fairly.

Where we agree that work has not been carried out in accordance with the quotation or with reasonable care and skill, we may choose to rectify the problem ourselves or arrange an alternative practical remedy. This may be the client’s sole remedy, unless the law requires a different outcome. No complaint will be accepted in relation to matters outside the agreed scope, changes requested by the client after work began, or issues arising from factors beyond our reasonable control.

Nothing in this section affects any statutory rights the client may have under UK consumer law if the client is acting as a consumer. If the client is a business customer, any remedy will be limited to the rights expressly set out in these terms and those mandatory rights which cannot be excluded by law. Our aim is to resolve issues professionally and proportionately, without unnecessary dispute.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from 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 claim, unless mandatory law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be read down or removed to the minimum extent necessary, and the remaining provisions shall continue in full force.

The acceptance of a quotation, the placement of a booking, or the commencement of work by the client confirms that the client has read, understood, and accepted these terms. These terms form part of the agreement between the parties and are intended to operate fairly and transparently. They may be updated from time to time, but any revised version will apply only to future quotations or future contracts unless the parties agree otherwise in writing.

The provision of tree surgery services requires trust, proper planning, and clear expectations. These terms are designed to support a professional and lawful working relationship, while allowing flexibility for the realities of arboricultural work. By engaging our tree surgery services, the client acknowledges that the work is carried out according to the agreed scope, the site conditions present on the day, and the reasonable operational decisions made to complete the job safely and efficiently.