Terms and Conditions for Tree Surgeons Dulwich

These Terms and Conditions set out the basis on which tree surgery services are supplied by Tree Surgeons Dulwich to domestic and commercial customers. By making a booking, confirming an estimate, or allowing work to begin, the customer agrees to these terms. They are intended to provide clarity on the service relationship, including the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to our work. In these terms, references to “we”, “us”, and “our” refer to the service provider, and references to “you” and “your” refer to the customer.

These terms apply to arboricultural services including, but not limited to, tree pruning, crown reduction, crown lifting, crown thinning, deadwood removal, tree felling, stump removal, hedge cutting, site clearance, and associated green waste collection. The exact scope of work will be set out in the quotation, estimate, or written agreement provided before the job begins. If there is any conflict between a written quotation and these terms, the written quotation will prevail to the extent of the inconsistency.

We reserve the right to amend these terms from time to time. Any updated version will apply to future bookings and, where reasonable, to ongoing work not yet completed. Customers are advised to read the terms carefully before confirming any service. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in force.

1. Booking Process

Bookings may be made following an initial enquiry and site assessment. In many cases, a quotation will be provided after an inspection of the trees, access conditions, location, and any relevant hazards or constraints. The quotation may be based on photographs, measurements, or other information supplied by the customer, but where further inspection is needed, the final price may be adjusted to reflect the actual site conditions. A quotation is usually valid for a stated period, after which it may be revised.

To confirm a booking, the customer may be asked to accept the quotation in writing, by email, text message, or another recorded method. Confirmation may also be subject to a deposit or pre-authorisation of payment where appropriate. The customer must ensure that all information provided is accurate, including details of access, ownership, tree condition, and any known constraints such as underground services, protected status, shared boundaries, or nearby structures. Failure to disclose relevant information may affect scheduling, price, and the safety of the work.

Booking dates are offered subject to availability and may need to change because of weather, operational priorities, equipment issues, or unforeseen circumstances. Tree surgery is often weather-dependent, and work may be postponed if conditions are unsafe or unsuitable. We will make reasonable efforts to notify customers of any changes and to reschedule at the earliest practical opportunity. The customer acknowledges that access to the site must be available on the agreed date and that any delay caused by lack of access, incorrect information, or third-party restrictions may be charged as a wasted attendance where appropriate.

2. Prices and Payments

All prices are based on the scope of work agreed in the quotation. Unless stated otherwise, prices may take into account labour, equipment, standard waste removal, and disposal of green waste. Additional charges may apply for extra work requested by the customer, unforeseen site difficulties, specialist machinery, traffic management, permits, extended access arrangements, or the handling of waste that exceeds the originally agreed amount. Any material change in the job scope should be agreed before the work continues wherever reasonably possible.

Payment terms will be stated in the quotation or invoice. Unless otherwise agreed, payment is due on completion of the works, immediately upon receipt of invoice, or within the period specified on the invoice. We may accept bank transfer, card payment, cheque, or another agreed method, but we are not obliged to accept cash unless previously arranged. Time for payment is of the essence. Late payment may result in interest or recovery action in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable, and we reserve the right to suspend further work until outstanding amounts are settled.

Any deposit paid to secure a booking is generally non-refundable if the customer cancels outside the permitted cancellation period or if materials, labour, or administrative costs have already been incurred. Deposits are taken to reserve time, prepare equipment, and cover preliminary administration. If the final invoice is disputed in good faith, the customer should notify us promptly and provide the reasons for the dispute. Undisputed sums remain payable by the due date.

3. Cancellations, Rescheduling and Missed Appointments

Customers may cancel or request to reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size and complexity of the works, but where no specific period has been stated, at least 48 hours’ notice is preferred. If insufficient notice is given, we may charge a cancellation fee to cover costs already incurred, including staff time, vehicle allocation, planning, and administration. For larger or specially arranged jobs, a longer notice period may be required and will normally be confirmed in the quotation.

If we need to cancel or reschedule due to weather, safety concerns, staff illness, equipment failure, access problems, or other circumstances beyond our reasonable control, we will aim to provide notice as soon as practicable. We will usually offer an alternative date. We are not liable for indirect losses caused by a cancellation or rescheduling, including loss of earnings, inconvenience, or consequential damage, except where such liability cannot be excluded by law.

If the customer is not present where attendance is required, if access is unavailable, or if the site is not ready for the works to proceed, we may treat this as a failed or wasted visit and charge a reasonable fee. This includes cases where necessary permissions have not been obtained, parked vehicles block access, animals cannot be secured, or the area is otherwise unsafe. The customer is responsible for ensuring the site is prepared in line with any pre-arranged instructions.

4. Liability and Customer Responsibilities

We will carry out services with reasonable care and skill and in accordance with accepted arboricultural practice. However, tree surgery involves inherent risks, including falling timber, hidden defects, structural weaknesses, underground services, unstable ground, and unforeseen movement of wood or equipment. The customer acknowledges that some risks cannot be eliminated entirely. Except where prohibited by law, we shall not be responsible for damage arising from pre-existing defects, defective structures, hidden conditions, or information that was not reasonably available at the time of the work.

The customer must tell us about any known hazards before work starts, including power cables, drains, irrigation systems, underground utilities, protected wildlife concerns, boundary disputes, or restricted access. Where necessary, the customer must obtain permissions from landlords, neighbours, managing agents, freeholders, local authorities, or other relevant persons. We may refuse or pause work if we consider the site unsafe, if required permissions are missing, or if continuing would place people, property, or equipment at risk.

We will use reasonable care to avoid unnecessary damage to lawns, paths, drives, fences, and surrounding structures, but some disturbance to the site is often unavoidable in tree surgery operations. Lightweight ground protection, careful rigging, and controlled dismantling may be used where appropriate, though not all cosmetic damage can be prevented. Where vehicles or machinery are required, the customer accepts that marks, compaction, or surface disturbance may occur, especially in wet or soft ground conditions.

Our total liability for any claim arising out of the service shall, to the maximum extent permitted by law, be limited to the total amount paid or payable for the specific work giving rise to the claim. 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 lawfully be limited or excluded under English law. Any claim must be notified promptly and in any event within a reasonable time after the issue is discovered.

5. Waste Removal and Environmental Compliance

Tree surgery typically generates green waste such as branches, timber, leaves, woodchip, arisings, and stump material. Unless otherwise agreed, waste created during the works will be removed from site and handled in accordance with applicable waste regulations. We aim to sort, transport, and dispose of waste responsibly and, where possible, recycle or repurpose material. Waste transfer and disposal will be carried out in line with relevant obligations under environmental and waste management law.

The customer must not instruct us to dispose of materials unlawfully, and we will not remove hazardous waste unless specifically agreed and lawfully permitted. If the work uncovers unexpected waste, contaminated material, asbestos, chemicals, fly-tipped debris, or other regulated substances, the job may need to stop until the material is assessed and managed appropriately. Additional charges may apply where specialist handling, disposal routes, or external contractors are required. The customer is responsible for disclosing any known contamination or unusual site conditions before the booking is confirmed.

If the customer wishes to retain logs, mulch, woodchip, or other by-products, this should be agreed before or during the quotation stage. Retained materials remain the customer’s responsibility once left on site and must be stored or used in a safe and lawful manner. We accept no liability for the future condition, movement, pest activity, or deterioration of retained timber or green waste after completion of the job.

6. Access, Site Conditions and Delays

The customer must provide safe and reasonable access to the site on the agreed day and time. This includes informing occupants, arranging parking where necessary, and ensuring gates, paths, or shared areas can be used without obstruction. If access equipment, vehicles, or machinery cannot be brought to the work area because of obstacles or restrictions not previously disclosed, additional costs may arise. We may also postpone work if the ground conditions are unsuitable, if nearby activity would make the task unsafe, or if required protective measures are unavailable.

Any programme or estimated duration given for the works is approximate and may vary depending on weather, tree condition, hidden defects, or unexpected complications. We will use reasonable efforts to complete the work within the agreed timeframe, but delays do not automatically entitle the customer to compensation unless required by law. Where a delay is caused by events beyond our control, the completion date may be extended for a reasonable period.

7. Complaints and Disputes

If the customer believes that the service has not been carried out in accordance with the quotation or these terms, they should raise the issue promptly so that it can be reviewed. We may request photographs, a site inspection, or additional information in order to assess the matter. Any complaint will be considered fairly and in good faith. Where work has been completed and accepted, minor variations that do not materially affect the outcome will not usually give rise to a refund.

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the services, the quotation, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where the customer has a statutory right to bring proceedings elsewhere. The parties agree to act reasonably and to attempt to resolve disagreements without unnecessary delay or expense before commencing formal proceedings.

The customer’s statutory rights are not affected by these terms. If the customer is a consumer, nothing in this document is intended to remove or reduce rights under the Consumer Rights Act 2015 or any other applicable legislation. If any term is found to be inconsistent with mandatory legal rights, that term will be read down or treated as amended to the minimum extent required for compliance.

8. General Provisions

We may assign, subcontract, or transfer all or part of the work to suitably qualified personnel where necessary, provided that the overall standard of service remains reasonable and appropriate. The customer may not transfer rights or obligations under the booking without our prior written consent. No failure or delay in enforcing any provision of these terms shall operate as a waiver of that provision.

These terms, together with the quotation and any written amendments, constitute the entire agreement between the parties in relation to the relevant works. Any verbal statement made before the booking is confirmed shall not override the written terms unless expressly agreed in writing. If any phrase is interpreted in more than one way, it shall be interpreted in a manner that is lawful and commercially sensible.

By booking services from Tree Surgeons Dulwich, the customer confirms that they have read, understood, and agreed to these Terms and Conditions.