Tree Surgeons Twickenham Service Terms and Conditions

These Terms and Conditions apply to all services provided by our tree surgeons Twickenham team, including tree pruning, crown reduction, stump work, tree removal, emergency call-outs, inspections, and related arboricultural services. By booking any service, the customer agrees to be bound by these terms. These terms are intended to set out the basis on which work is arranged, carried out, invoiced, and completed, while also making clear the responsibilities of both the customer and the service provider.

For the avoidance of doubt, these terms apply whether the booking is made by phone, email, online enquiry, or through any other written or verbal arrangement. If a written quotation is issued, it will form part of the agreement and should be read together with these terms. Where there is any inconsistency between a quotation and these terms, the quotation will normally take precedence only in respect of the specific matters stated within it.

The purpose of these terms is to maintain clear expectations for all parties. Tree surgery can involve access restrictions, weather-sensitive work, arboricultural judgement, waste handling obligations, and potential risks associated with working at height and with powered equipment. These terms therefore address the booking process, payment arrangements, cancellations, liability limitations, waste regulations, and the governing law that applies to our services.

1. Booking Process

All appointments are subject to availability, site suitability, and confirmation by our team. A booking is not final until the customer has received acceptance of the proposed date, scope of works, and any special conditions. The tree surgeon Twickenham service may ask for photographs, site notes, measurements, or access details before confirming a visit. This information helps us assess the likely nature of the work and whether any specialist equipment, permits, or additional labour will be required.

Where a site visit is needed before quotation, the customer must provide reasonable access to the property and ensure that the area can be safely inspected. Any quotation given prior to attending site may be based on the information provided by the customer and may be revised if the actual conditions differ materially from those described. Examples include hidden decay, severe lean, root obstruction, nesting birds, protected status issues, poor access, or the presence of additional stems or boundary complications.

Customers are responsible for ensuring that they have the authority to request the work, including permission from landlords, managing agents, neighbours where necessary, or any other relevant party. If consent is required from a third party, the customer must obtain it before the work starts. We may suspend or decline work if we reasonably believe that permission has not been obtained or if proceeding would create a legal or safety issue.

Appointments may be scheduled as estimated arrival windows rather than fixed times. This is common in outdoor work because conditions can change during the day and different sites may take longer than expected. While we will take reasonable steps to attend on the agreed date, delays can happen due to traffic, weather, machinery issues, emergency call-outs, or unforeseen safety concerns. We will usually communicate material changes where reasonably possible.

If the customer requests changes to the agreed work after booking, we may need to revise the schedule and price. Any variation must be agreed by both parties before additional work is carried out. For large or complex jobs, the scope may be confirmed in stages to reflect the practical nature of arboricultural operations.

2. Payments

Unless otherwise agreed in writing, payment is due on completion of the work. The customer must pay the full invoiced amount without set-off, withholding, or deduction unless required by law. For some larger or specialist jobs, we may request a deposit, staged payment, or advance payment for materials, skips, traffic management, or equipment hire. Any such requirement will be made clear at the quotation or booking stage.

All prices are quoted in pounds sterling and may be stated as inclusive or exclusive of VAT depending on the business structure and the wording of the quotation. Where VAT applies, it will be shown separately or included in the total as required. Quotations remain valid for the period stated in them, or if no period is stated, for a reasonable period subject to market conditions, fuel changes, disposal charges, and labour availability.

Failure to make payment on time may result in the customer being charged statutory interest and reasonable debt recovery costs where permitted by law. If a payment method is declined or a cheque is returned unpaid, the customer must immediately arrange an alternative form of payment. We reserve the right to pause future work, withhold completion certificates or waste transfer documents where lawful, or recover outstanding sums through appropriate legal channels.

3. Cancellations and Rearrangements

Because tree work is often booked in advance and may involve allocating personnel, machinery, and disposal capacity, cancellations can cause significant cost. Customers may cancel or rearrange a booking by giving reasonable notice. If cancellation is made too close to the agreed date, the customer may be charged a cancellation fee to cover administration, lost scheduling time, and any unrecoverable expenses already incurred.

The amount of any cancellation fee will depend on the timing of the cancellation and the work reserved. For example, a short-notice cancellation after site preparation, material procurement, or crew allocation may attract a higher charge than a change made well in advance. Where a deposit has been paid, it may be retained in whole or in part to reflect genuine loss and administrative expense, subject always to applicable consumer law.

We may also need to postpone or cancel work ourselves if conditions are unsafe or unsuitable, including severe weather, high winds, lightning, freezing conditions, unstable ground, or other factors affecting safe access and use of equipment. In such circumstances we will normally offer an alternative date. We are not liable for costs arising from such postponement unless caused by our negligence or deliberate breach.

4. Liability and Risk

Tree surgery involves inherent risks, and the customer acknowledges that work may cause minor disturbance, temporary restriction of access, noise, dust, sawdust, or the movement of branches and timber. We will take reasonable care to perform the services competently and safely, using suitably trained personnel and appropriate equipment. However, except where prohibited by law, we do not accept responsibility for loss or damage that is not reasonably foreseeable or that arises from circumstances beyond our control.

Our liability for any direct loss, damage, or failure to perform the services will be limited to the amount paid or payable for the specific work giving rise to the claim, unless a higher limit is required by 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 lawfully be excluded under UK law.

The customer must take reasonable steps to protect property before work begins. This includes moving vehicles, fragile items, garden ornaments, furniture, and any other movable items that may be affected by falling material, vibration, or access requirements. Where the customer asks us to work close to buildings, fences, underground services, sheds, glass, roofs, or boundary structures, the customer accepts that some residual risk remains even when all reasonable precautions are taken.

If we identify a condition that makes the work unsafe, we may stop or modify the service. Examples include rotten timber, concealed cavities, unstable limbs, underground obstructions, or evidence that the tree may fail unexpectedly. We are not responsible for latent defects or pre-existing damage that were not reasonably discoverable during a standard inspection. Any advice given by our staff is based on the information available at the time and should not be treated as a guarantee that a tree will remain safe indefinitely.

5. Customer Responsibilities

The customer must provide accurate information about the site, the trees, access routes, parking restrictions, overhead obstructions, nearby hazards, and any known legal constraints. If the information supplied is inaccurate or incomplete and this affects the work, additional charges may be applied. The customer must also ensure that children, pets, visitors, and unauthorised persons are kept away from the work area during operations.

Where permits, consents, or checks are required, the customer must obtain them in advance unless we have expressly agreed in writing to arrange them. This may include permission from a freeholder, leaseholder, local authority, or utility provider. If work is carried out in reliance on customer assurances that later prove to be incorrect, the customer may be responsible for any losses, delay, or remedial steps required.

6. Waste Regulations and Site Clearance

As part of our tree surgeons Twickenham service, we will handle green waste, timber, brushwood, and related arboricultural arisings in accordance with applicable waste regulations and good environmental practice. Where waste is removed from site, it will normally be transported to a licensed facility or transferred to an approved processor. Where waste is left on site at the customer’s request, ownership and responsibility for that waste may pass to the customer once the work is complete, subject to any legal or contractual arrangement stated in the quotation.

The customer must not request disposal methods that would breach environmental, planning, or waste management laws. We will not dump, burn, or otherwise handle waste unlawfully. If the customer asks us to retain timber, logs, or mulch, any such arrangement must be practical, safe, and agreed in advance. We are not responsible for the condition, use, or storage of waste left on site after completion unless specifically agreed in writing.

Tree waste may include woody material, leaves, stumps, and soil contaminated by roots or debris. Some materials may need to be segregated or handled separately if diseased, invasive, or otherwise subject to disposal restrictions. If additional disposal costs arise because of contamination, restricted access, heavy timber, or oversized loads, these may be charged to the customer where reasonably justified and communicated.

7. Environmental and Legal Compliance

We aim to carry out all services in a lawful and environmentally responsible manner. If a tree is subject to a Tree Preservation Order, conservation area control, habitat protection issue, or other statutory restriction, the customer is responsible for ensuring that the correct permissions have been obtained unless we have agreed in writing to assist with the process. We may refuse or suspend works where there is a reasonable concern that proceeding would breach relevant legal requirements.

Any advice given about tree condition, pruning extent, or removal options is based on professional judgement at the time and should not be treated as a substitute for formal legal advice or a guarantee of future compliance. Where an inspection is included, it is limited to the scope agreed and does not amount to a full forensic survey unless expressly stated. If further specialist input is needed, the customer may be advised to instruct an appropriate expert.

The customer agrees not to require us to act in a way that is unsafe, unlawful, or contrary to recognised arboricultural practice. If a dispute arises over the legality of the work, we may require documentary evidence before proceeding. No waiver of legal obligations will be implied by our attendance on site, and no informal statement by staff will override these terms unless confirmed in writing by an authorised representative.

8. Complaints and Remedies

If the customer believes that the service has not been provided in accordance with the agreement, they should notify us within a reasonable time after completion and provide sufficient detail to allow the matter to be reviewed. We may request photographs, invoices, or other evidence. Where appropriate, we may offer a re-inspection, remedial work, a price adjustment, or another reasonable remedy, depending on the circumstances and legal obligations.

Minor variations in finish, shape, or appearance may occur in tree work because living trees respond differently to pruning and environmental conditions. Natural regrowth, seasonal changes, and weather effects are not defects. The customer acknowledges that professional judgement and biological factors mean exact results cannot always be guaranteed. Remedies will not usually be available for outcomes that are consistent with standard arboricultural practice and the agreed scope of work.

Nothing in this section affects statutory rights available to consumers under applicable UK law. If the customer is dealing with us in a business capacity, any claim will be subject to the contractual limitations set out in these terms and to any mandatory provisions of law that cannot be excluded.

9. Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. Any failure or delay by us in enforcing a right shall not operate as a waiver of that right.

This document is intended as a legal service page for our tree surgeon Twickenham services and should be read as a whole. It may be updated from time to time to reflect changes in business practice, law, or operational requirements. The version in force at the time of booking will apply unless a newer version has been agreed in writing.