Terms and Conditions for Tree Surgeons Hackney

These Terms and Conditions set out the basis on which Tree Surgeons Hackney provides arboricultural and related outdoor services to domestic and commercial customers in the UK. By requesting a quotation, making a booking, or allowing work to proceed, the customer agrees to be bound by these terms. They are designed to be fair, clear, and consistent with standard UK consumer and business practice.

These terms apply to services that may include tree pruning, crown reduction, tree removal, stump grinding, hedge maintenance, deadwood removal, site clearance, and associated waste handling. They should be read alongside any written estimate, job schedule, or service specification issued before work begins. If any written document conflicts with these terms, the written document will normally take priority for that specific job only, unless otherwise agreed in writing.

Where the expression “customer” is used, it includes the person, company, landlord, managing agent, or authorised representative who requests the service. References to “work site” mean the property or location where the service is carried out. References to “us”, “we”, and “our” mean the service provider trading as Tree Surgeons Hackney.

1. Booking Process

Bookings are normally made after an initial enquiry and assessment. We may ask for photographs, access details, tree location, approximate size, and any relevant information about boundaries, overhead lines, structures, or protected features. This information helps us prepare an accurate quotation and determine whether a site visit, further checks, or permission from a third party is required before work is accepted.

Any quotation is usually based on the information supplied by the customer and any inspection carried out by us. A quotation is not a guarantee that the price will remain unchanged if the scope of work alters, access is restricted, hidden conditions are discovered, or extra services become necessary. If the customer asks for additional work, we may revise the price before continuing.

A booking is only confirmed once the customer has accepted the quotation and we have agreed a date or time window. In some cases, a deposit or advance payment may be required to secure the appointment, particularly for larger jobs, specialist equipment, or waste disposal arrangements. We reserve the right to decline or postpone a booking if the site is unsafe, the information provided is incomplete, or legal permissions are not in place.

2. Access, Permissions, and Customer Responsibilities

The customer must ensure that we have reasonable access to the work site on the agreed date. This includes access for vehicles, machinery, tools, and waste removal where relevant. Delays caused by blocked access, restricted parking, locked gates, absent keyholders, or unforeseen site constraints may lead to rescheduling charges or additional labour costs. We will use reasonable care, but we are not liable for delays outside our control.

The customer is responsible for obtaining any consent, licence, or permission required for the work, unless we expressly agree in writing to arrange this on the customer’s behalf. This may include landlord consent, neighbour agreement where necessary, highways permissions, or checks relating to tree preservation status, conservation restrictions, or other legal controls. We may refuse to undertake work where we believe permission has not been obtained or where the proposed work may be unlawful.

It is the customer’s duty to notify us of underground services, fragile surfaces, irrigation systems, concealed hazards, or any special conditions that could affect safe performance. The customer must also remove or secure items that may be damaged by falling debris, such as garden furniture, ornaments, vehicles, fragile planters, or stored materials. Unless otherwise agreed, we do not move personal property other than reasonably necessary items connected with the job.

3. Pricing and Payments

Prices may be stated as fixed quotations or as estimated charges. A fixed quotation will remain valid for the period stated in the offer, provided the work specification does not change. An estimate is not binding and may vary according to time spent, materials used, equipment required, access conditions, or waste volumes actually generated. All prices are generally quoted in pounds sterling and may include or exclude VAT depending on our status and the nature of the service.

Unless otherwise agreed, payment is due on completion of the work on the same day. For commercial customers, payment terms may be agreed separately in writing. We may request part payment in advance for large projects, emergency works, or jobs requiring third-party disposal charges. If payment is not received when due, we reserve the right to charge reasonable recovery costs and statutory interest where permitted by law.

We accept payment by the methods notified at the time of booking or invoicing. Any bank charges, card surcharges where lawful, or transfer fees imposed by a payment provider may be added if disclosed in advance. The customer must ensure that any payment made by a third party is completed in full. A booking is not fully discharged until cleared funds have been received.

4. Cancellations, Postponements, and Right to Reschedule

The customer may cancel or rearrange a booking, but notice should be given as early as possible. If a cancellation is made after preparation has started, or if specialist resources have already been allocated, we may charge reasonable costs incurred. This may include travel, labour, equipment hire, waste permits, and disposal reservations that cannot be recovered.

Where the customer cancels within a short period before the scheduled date, a cancellation fee may apply to cover lost time and administrative expense. If severe weather, unsafe site conditions, illness, equipment failure, or other circumstances beyond our control prevent attendance, we may cancel or postpone without liability for indirect loss. In such cases, we will make reasonable efforts to offer an alternative date.

If we arrive and are unable to carry out the work because of missing permissions, unsuitable access, unreported hazards, or a change in instructions, this may be treated as a late cancellation or aborted visit. In those circumstances, a call-out charge or part-payment may be retained to cover our costs. We may also reschedule the work once the issue has been resolved.

5. Service Delivery and Standards

We will use reasonable skill and care in carrying out the services described in the accepted quotation. Our team will normally work in accordance with relevant UK health and safety obligations, safe working methods, and industry practice. However, tree work is inherently variable, and no service can eliminate all risk to property, ground surfaces, nearby structures, or the tree itself.

Unless otherwise stated, our service includes the tasks specifically listed in the quotation only. Work outside that scope will not be carried out without agreement. Where a tree surgeon determines that a safer or more effective method is required, we may recommend a change to the plan. Any change in method or scope may affect price, timescale, or waste volume.

We may suspend work if conditions become unsafe due to wind, lightning, unstable structures, hidden decay, aggressive wildlife, or the presence of hazards not identified before attendance. In such cases, we will make a professional judgment based on safety. The customer accepts that certain trees or branches may not be removable by the originally intended method if conditions change on the day.

6. Liability and Limits

We accept liability for direct loss or damage caused by our negligence, subject to the limitations in these terms and any applicable law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded. We do not exclude rights available to consumers under UK law.

We are not liable for loss or damage arising from pre-existing defects, hidden structural issues, deterioration in the tree, unstable walls, weak fences, buried services, or the failure of items already in poor condition. We are also not responsible for consequential or indirect loss, including loss of profit, business interruption, missed deadlines, or inconvenience, unless required by law to accept such liability.

Where property is damaged despite reasonable care, the customer must notify us as soon as practicable and provide details and, where possible, photographs. We may inspect the alleged damage before repairs or replacement take place. Any compensation will be limited to the reasonable cost of repair or replacement, taking into account depreciation and the circumstances of the incident.

7. Waste, Green Waste, and Disposal Regulations

All waste produced during tree surgery services, including branches, timber, leaves, stump arisings, and other green waste, will be handled in line with applicable UK waste regulations. We will take reasonable steps to store, transport, reuse, recycle, or dispose of waste responsibly. Depending on the job, waste may be chipped, removed from site, or left in agreed stacks for the customer.

Unless the quotation states otherwise, the default waste arrangement will be set out before work begins. If the customer wishes to keep wood, logs, mulch, or chipped material, this must be agreed in advance. The customer accepts responsibility for any waste left on site once it has been released to them, including storage, onward handling, and compliance with any local rules that may apply to waste kept on the premises.

We may use licensed carriers, transfer facilities, or recycling outlets where required. If hazardous materials, contaminated arisings, invasive species, or non-green waste are discovered, additional handling measures and charges may apply. The customer must not ask us to dispose of material unlawfully. We reserve the right to refuse any instruction that would breach environmental or waste management obligations.

8. Delays, Force Majeure, and Unsafe Conditions

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, including extreme weather, storms, flooding, fire, public transport disruption, road closures, power failure, epidemics, industrial action, acts of terrorism, or third-party interference. Where such events occur, we will aim to rearrange the work within a reasonable period.

If weather conditions are unsuitable for safe tree surgery, we may postpone the job even if the date has already been scheduled. We may also pause operations if nearby traffic, pedestrians, animals, or site activity make the work unsafe. The customer accepts that our team’s judgment on safety is final for operational purposes. Any aborted attendance caused by these matters may be charged reasonably.

We may also refuse to proceed where we believe the work would contravene relevant legal duties, planning controls, or safe working standards. In such cases, we will explain the reason where appropriate and may suggest a revised scope. Refusal to perform unlawful or unsafe work does not constitute breach of contract.

9. Complaints, Remedial Work, and Warranty

If the customer believes the service has not been carried out in accordance with the agreed specification, they should notify us within a reasonable time after completion. We may ask for supporting information and may inspect the work. If a genuine issue is identified and falls within our responsibility, we may offer remedial work, a partial adjustment, or another reasonable resolution.

Natural features of living trees mean that appearances may vary after pruning, reduction, or removal. Unless specifically guaranteed in writing, we do not warrant regrowth patterns, future tree health, flowering, fruiting, or stability after natural processes continue. Tree work may reveal underlying defects that were not visible before the job commenced, and we are not responsible for those pre-existing conditions.

Any warranty or goodwill remedy will apply only to the specific work completed and only for defects caused by our own performance, not by weather, subsidence, third-party interference, pests, disease, or subsequent modifications by others. Nothing in this section affects the customer’s legal rights if a service is not performed with reasonable care and skill.

10. Governing Law and General Provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, quotation, booking, payment, or interpretation of these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless the customer is entitled to bring a claim elsewhere under mandatory consumer law.

If any provision of these terms is found to be invalid or unenforceable, the remainder will continue in force. A failure by us to enforce any right or provision on one occasion does not mean that we waive that right in the future. We may update these terms from time to time, and the version in force at the time of booking will apply to that particular agreement unless a later written variation is agreed.

The customer confirms that they have the authority to instruct the work and that the information provided is accurate to the best of their knowledge. By proceeding with a booking, the customer acknowledges that they have read, understood, and accepted these Terms and Conditions for Tree Surgeons Hackney and agree to cooperate in good faith to allow the service to be completed safely and lawfully.