Terms and Conditions for Tree Surgeons Hanwell

These Terms and Conditions set out the basis on which tree surgery, arboricultural maintenance, and related services are provided by Tree Surgeons Hanwell to clients in the United Kingdom. By making a booking, accepting a quotation, or allowing work to commence, the customer agrees to be bound by these terms. These conditions are intended to create a clear understanding of the booking process, payment expectations, cancellation rules, liability limits, waste handling obligations, and the law that applies to the contract.

For the avoidance of doubt, references to the Company, we, or us mean the service provider, and references to the Customer, you, or the client mean the person or business requesting the services. These terms apply to domestic, commercial, and private land services, including pruning, felling, hedge work, stump grinding, emergency call-outs, and site clearance, unless otherwise agreed in writing.

These terms should be read together with any written quotation, scope of works, risk assessment, or schedule agreed before work begins. If there is any inconsistency between these Terms and Conditions and a written quotation or signed order, the written document shall take priority to the extent of the inconsistency. Nothing in these terms limits any rights that cannot legally be excluded under UK law.

1. Booking Process

All bookings are subject to availability and may only be confirmed once we have received sufficient information to assess the work. A booking may begin with an enquiry, site visit, photo review, or other preliminary assessment. However, no work is deemed accepted until a quotation has been issued, the customer has confirmed acceptance, and any required deposit or initial payment has been received, where applicable.

When requesting a quotation, the Customer must provide accurate and complete details about the property, the trees or vegetation involved, access arrangements, hazards, and any known restrictions. This includes information about overhead lines, neighbouring land, protected trees, Tree Preservation Orders, conservation restrictions, underground services, unstable ground, pests, disease, or prior failures. Tree surgeons Hanwell may rely on the information supplied by the Customer when preparing a quote. If the information is incomplete or inaccurate, the final price, scope, or timing may change.

Quotation validity periods may be stated in the quote itself. If no validity period is stated, quotations remain open for a reasonable time only and may be amended if costs, labour, waste disposal charges, access conditions, or legal requirements change. Acceptance of a quotation may be made in writing, by email, by signed confirmation, or by any other method we accept. A booking may be rescheduled if weather, access issues, safety concerns, or operational constraints make the original appointment unsuitable.

2. Scope of Services and Site Conditions

We will carry out the works described in the quotation or agreed scope with reasonable skill and care. The Customer acknowledges that tree work is often affected by site-specific factors, including tree condition, hidden decay, wildlife constraints, severe weather, and limitations on access. As a result, the actual method of work may differ from the method originally anticipated, provided that any material variation is communicated and agreed where reasonably practicable.

The Customer is responsible for ensuring that the site is accessible at the agreed time and that any required permissions, consents, or notices are in place unless we have expressly agreed to obtain them. If we discover that the work cannot lawfully or safely proceed because consents are missing, access is inadequate, or conditions are materially different from what was represented, we may suspend the work, revise the quotation, or cancel the booking. In such circumstances, reasonable costs incurred up to that point may remain payable.

Any additional work not included in the original scope must be agreed before it is carried out, unless the additional work is urgently required to prevent danger, contain damage, or protect property, persons, or the public. If such urgent work is undertaken, a fair charge will apply based on time, labour, equipment, disposal, and any subcontracted services required. Customers should understand that professional judgment may be necessary where immediate safety considerations arise.

3. Payments and Charges

Unless otherwise agreed in writing, invoices are payable in accordance with the payment terms shown on the quotation or invoice. Payment may be required in advance, on the day of completion, or within a specified period after invoicing. For larger projects, deposits, staged payments, or part payments may be requested. Any deposit taken will secure the booking and may be used to cover administration, scheduling, and preparation costs.

All prices are stated in pounds sterling and may be subject to VAT where applicable. Estimates are not binding until confirmed as a quotation, and any prices given before inspection are indicative only. If the scope changes due to hidden defects, added waste, unexpected obstacles, weather-related delays, or Customer requests, the price may be adjusted proportionately. Tree Surgeons Hanwell will make reasonable efforts to inform the Customer before carrying out any chargeable variation.

Where payment is not made on time, we reserve the right to charge interest on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or at a reasonable statutory or contractual rate in consumer matters, to the extent permitted by law. We may also suspend further services, withhold completion documentation, or recover any reasonable costs of collection. Title to any goods supplied, where relevant, does not pass until full payment has been received.

4. Cancellations, Rescheduling, and Postponement

The Customer may cancel or request rescheduling by giving notice as soon as possible. If cancellation occurs after the booking has been confirmed, we may retain the deposit or charge a cancellation fee if we have already committed time, labour, transport, machinery, or subcontracted resources to the job. The amount retained will be reasonable and proportionate to the costs and losses actually incurred.

If the Customer cancels at short notice, fails to provide access, or is not ready for the work to begin at the agreed time, we may treat the appointment as cancelled and charge a reasonable fee. This includes situations where the relevant permits, permissions, or third-party approvals were not obtained in time. If adverse weather, unsafe conditions, or force majeure events prevent us from attending, we may postpone the work without liability for delay and arrange a new date with the Customer.

We reserve the right to cancel or suspend a booking where continuing would be unsafe, unlawful, or impossible. Examples include serious site hazards, aggressive behaviour, failure to disclose material risks, or evidence that the work would damage protected trees or contravene applicable regulations. In such cases, any refund due will be assessed fairly, taking into account the work already carried out, materials ordered, and any unavoidable costs already incurred.

5. Liability and Insurance

We will exercise reasonable care and skill when providing services. However, tree surgery is inherently hazardous and may involve unavoidable risk to surrounding surfaces, lawns, fencing, ornaments, structures, underground services, and nearby vegetation. The Customer accepts that some minor disturbance is a normal and expected part of tree work. We are not responsible for pre-existing defects, hidden decay, unstable structures, or damage caused by conditions outside our reasonable control.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our liability for direct loss or damage arising from our negligence shall be limited to the total price paid or payable for the particular service giving rise to the claim, except where a different limit is required by law. We are not liable for indirect or consequential loss, loss of profit, loss of enjoyment, or business interruption.

The Customer must take reasonable steps to protect valuables, vehicles, pets, garden furniture, and other items that may be affected by the work. Where practicable, we may request that the area be cleared before work starts. We are not responsible for damage resulting from items left in the work zone against advice or where access was restricted by the Customer. Any claim must be notified promptly and supported by reasonable evidence so that it may be investigated fairly.

6. Waste, Timber, and Environmental Regulations

Arboricultural work often generates green waste, branches, timber, woodchip, sawdust, and other by-products. Unless otherwise stated in the quotation, waste removal and disposal will be carried out in accordance with applicable waste legislation, including the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and any relevant local authority requirements. We will aim to handle and transport waste responsibly and to use lawful disposal or recycling routes.

The Customer should assume that waste remains the property of the Company until removed from the site, unless the quotation expressly states that logs, woodchip, or timber are to be retained by the Customer. If the Customer wishes to keep timber, mulch, or arisings, this must be confirmed before the work begins. Once waste has been loaded or mixed with other material, it may not be possible to separate it, and we accept no responsibility for items mistakenly left in the work area.

Where a site generates controlled waste or large volumes of arisings, additional disposal fees may apply. This may include green waste skips, transfer station charges, extra labour for loading, or specialist handling for contaminated material. The Customer must not request, and we will not knowingly undertake, any unlawful burning, fly-tipping, or disposal of waste in contravention of environmental law. If the Customer insists on an unlawful method of disposal, we may terminate the service immediately without liability.

7. Customer Responsibilities

The Customer must ensure that the information supplied before the work is accurate and complete. This includes tree ownership, boundary positions, legal protections, and any prior arboricultural recommendations. The Customer is responsible for obtaining permission from tenants, landlords, neighbours, management companies, freeholders, or other affected parties where required. By booking the service, the Customer confirms that they have authority to authorise the work or have obtained permission from the person who does.

It is the Customer’s responsibility to secure pets, remove fragile items, and warn us of hidden services or hazards known to them. If work must pause due to undisclosed risks, we may charge for wasted attendance time and for any additional return visit. The Customer must not interfere with equipment or staff while work is being undertaken, and must ensure children and bystanders remain at a safe distance unless specifically invited to enter the work area.

Where applicable, the Customer must notify us of any known legal restrictions affecting trees, such as conservation area controls, tree preservation orders, or planning conditions. If these matters are disclosed late or not at all, and the work must be halted, amended, or reversed, the Customer may remain liable for reasonable costs incurred. A professional tree surgeon Hanwell service can only comply with the law when relevant information is provided in good time.

8. Complaints, Variations, and General Provisions

If the Customer is dissatisfied with any aspect of the service, they should raise the issue as soon as reasonably possible so it can be investigated. We will use reasonable efforts to resolve disputes in good faith. Any request to vary the agreed scope should be confirmed before extra work is started, and may result in revised pricing or amended timings. No waiver of any term shall be effective unless agreed in writing.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force. A failure or delay by either party to enforce a right shall not constitute a waiver of that right. These terms form the whole agreement between the parties in relation to the services, unless supplemented by a written agreement signed or accepted by both parties.

Governing Law: These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the services shall be subject to the exclusive jurisdiction of the courts of England and Wales. By using the services of Tree Surgeons Hanwell, the Customer acknowledges that they have read, understood, and agreed to be bound by these terms.