Terms and Conditions for Tree Surgeons Hayes
These Terms and Conditions set out the basis on which tree surgery services are provided by Tree Surgeons Hayes and related arboricultural work is carried out for domestic and commercial customers. By making a booking, accepting a quotation, or allowing work to begin, you agree to be bound by these terms. They are designed to protect both parties by clarifying the scope of work, the booking process, payment expectations, cancellation rules, waste responsibilities, and the limits of liability that apply to professional tree surgery services.
For the purposes of these terms, references to we, us, and our mean the service provider undertaking the tree surgery work, and references to you and your mean the customer, landowner, occupier, or authorised representative requesting the services. These terms apply whether the work relates to pruning, crown reductions, felling, stump grinding, hedge cutting, site clearance, emergency call-outs, or any other agreed arborist service. If any additional written conditions are agreed for a particular job, those conditions will apply alongside these terms unless they conflict, in which case the specific written agreement will prevail.
A quotation or estimate issued by Tree Surgeons Hayes is based on the information available at the time, including site access, tree condition, known hazards, and the scope of the requested work. Unless expressly stated otherwise, quotations remain valid for a limited period and may be revised if circumstances change before work starts. Acceptance of a quotation may be given in writing, by email, verbally, or by confirming a booking date. In all cases, a booking is only confirmed once we have accepted it and, where applicable, received any required deposit or advance payment.
Customers must ensure that they are legally entitled to authorise the work. If you are not the property owner, you must confirm that you have permission from the owner or other person with authority. You are responsible for identifying any restrictions affecting the work, including tree preservation orders, conservation area controls, lease conditions, mortgage terms, tenancy limits, party wall issues, or rights of way. While Tree Surgeons Hayes may ask basic questions about permissions, planning, and notices, the responsibility for obtaining all necessary consents remains with you unless we have agreed in writing to handle that process as a separate service.
The booking process is intended to be straightforward. Once an enquiry has been made and a quotation agreed, we may request photographs, site information, measurements, or a site visit to assess the job properly. The final scope of work will usually be confirmed before the date of attendance. If the agreed work changes after booking, we may amend the price, timing, equipment, or team size accordingly. Where access is difficult, waste volumes are uncertain, or a tree’s condition is more complex than first described, the original schedule may need to be adjusted to reflect the practical requirements of safe tree surgery.
On the day of work, you or an authorised adult must be available to provide access, confirm the agreed work, and answer any reasonable questions. If no one is present and access cannot be obtained, or if site conditions differ materially from what was described, we may postpone the work and charge a call-out, waiting fee, or cancellation charge where appropriate. To keep operations efficient, please ensure driveways, gates, pathways, and work areas are clear of vehicles, fragile items, and obstructions before the team arrives. Our arborist services are planned around safety and professionalism, and delays caused by avoidable site issues may affect the final cost.
Payment terms will be stated on the quotation or invoice. Unless otherwise agreed, payment is due immediately upon completion of the work. For larger projects, domestic customers may be asked to pay a deposit before the booking is secured, with the balance payable upon completion or by an agreed invoice date. Commercial clients may, where approved in advance, be offered invoice terms subject to credit checks or account arrangements. We reserve the right to suspend or cancel future work if any amount remains unpaid after the due date. Late payments may incur interest and reasonable recovery costs in accordance with applicable UK law.
All prices are stated in pounds sterling unless otherwise specified. Unless the quotation expressly says otherwise, prices may be exclusive of VAT, disposal charges, parking costs, permit fees, stump treatment, or additional services requested on site. If further work becomes necessary because the tree, access, or site condition is different from what was described, we will explain the reason for any change before proceeding where reasonably possible. The customer agrees to pay for any extra work authorised verbally or in writing by the customer, their representative, or any person reasonably believed by us to have authority to make that decision.
Cancellations should be made as early as possible. If you need to cancel or rearrange a confirmed booking, please provide reasonable notice so that we can adjust staffing, machinery, and travel arrangements. If cancellation is made after significant preparation has already taken place, or if specialist equipment has been reserved for your job, a cancellation fee may be charged to cover our losses. Where a customer cancels on the day of attendance or fails to provide access, we may charge the full or partial value of the booked service depending on the time and resources already committed. Any deposit paid may be retained to offset cancellation costs where permitted by law and where this has been made clear in advance.
We aim to carry out all tree surgery and arborist work with reasonable care and skill, using suitably trained personnel and appropriate equipment. However, trees are natural, variable structures and can contain hidden defects such as decay, deadwood, cavities, unstable root systems, embedded objects, or storm damage not visible at the time of quotation. For this reason, the customer acknowledges that some outcomes cannot be guaranteed with absolute certainty. If, during the works, we identify a risk that makes it unsafe or impractical to continue as originally planned, we may alter the method of work, stop the job, or recommend additional measures. In such circumstances, any extra cost will be discussed before continuing where possible.
Liability is limited to losses that arise directly from our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We do not accept responsibility for pre-existing defects, hidden structural weaknesses, defective fences, underground services not disclosed to us, or damage arising from inaccurate information supplied by the customer. You must notify us in advance of known hazards such as buried cables, drains, water pipes, soft ground, bee nests, protected wildlife, contamination, or unstable structures. While we take all reasonable precautions, the customer remains responsible for securing valuables, fragile items, and any items that may be affected by vibration, chip flow, or access requirements. Nothing in these terms excludes liability that cannot lawfully be excluded under UK law, including liability for death or personal injury caused by negligence.
Where our work involves pruning, felling, stump grinding, or sectional dismantling, some level of disturbance to lawns, borders, hard surfaces, or adjacent planting may occur. We will take reasonable steps to minimise impact, but surface marking, minor scuffs, or incidental debris can happen during professional tree surgery. We are not responsible for damage caused by ordinary wear and tear, normal movement of timber, hidden underground obstacles, or the natural failure of diseased or unstable trees. Any claim must be supported by reasonable evidence and reported to us as soon as practicable after the issue is discovered so that we can inspect the matter promptly.
Waste management forms an important part of our service. Unless otherwise agreed, green waste, timber, branches, and related arisings removed during the works will be handled in accordance with applicable waste regulations and industry best practice. We will ordinarily transport and dispose of waste responsibly through lawful channels, or we may leave agreed materials on site for your use if this has been requested and confirmed. The customer must not instruct us to dispose of waste unlawfully, burn waste without permission, or place waste in a location that breaches environmental or local requirements. If you ask us to leave logs, chip, or other arisings on site, you accept responsibility for their storage and future use from the time of handover.
We reserve the right to charge separately for unusual waste volumes, contaminated material, protected species-related delays, or materials that require specialist handling. If waste has been mixed with non-green items such as fencing, plastic, soil bags, metals, concrete, or household rubbish, additional sorting, loading, or disposal charges may apply. Customers should ensure that the job site is free from unrelated waste before work begins. Where wood chip or timber is left behind by agreement, it should be stored safely and used responsibly, as we accept no liability for subsequent movement, decay, pests, or misuse once ownership has passed to you.
Customers should also understand that certain operations may be delayed or restricted by weather, nesting birds, bat activity, extreme wind, ice, heavy rain, or other environmental factors. Safety takes priority over speed, and we may stop or postpone work if continuing would create unacceptable risk to our team, the public, property, or the tree itself. If a job is interrupted for reasons beyond our control, we will aim to reschedule at a mutually convenient time. Any decision made by our operatives in good faith to protect health and safety will be final on the day, subject to later review if necessary.
Any equipment, plant, or machinery left on your land for the purposes of completing the work remains our property at all times unless sold or transferred in writing. You must not interfere with, move, or use our equipment without permission. If we need access to utilities, water, electricity, parking areas, or neighbouring boundaries, you must make reasonable arrangements in advance and tell us about any restrictions. The customer is also responsible for ensuring pets, children, and third parties stay clear of the working area. For safety reasons, we may refuse to proceed if conditions on site are unsafe or if reasonable cooperation is not provided.
If access is limited by locked gates, parked vehicles, low access, narrow drives, overhead obstacles, or unsuitable ground conditions, the customer must inform us before the day of attendance. Additional labour, vehicle movement, or specialist access methods may be charged if required. In some cases, work may be postponed until access is made safe. Where emergency tree work is requested, we will act as quickly as reasonably possible, but emergency response times cannot be guaranteed. The urgency of the situation may affect pricing, scheduling, and available methods, especially where public safety, fallen limbs, or storm damage require immediate attention.
Any complaint about the service should be raised promptly so that we can investigate and, where appropriate, remedy the issue. We welcome the opportunity to resolve concerns fairly and efficiently. If an error is found to be attributable to us, our preferred course is to return and put matters right within a reasonable period rather than rely solely on financial adjustment. However, any remedial action will be limited to what is reasonable in the circumstances and does not extend to works outside the original scope unless separately agreed. These terms are intended to reflect standard practice for professional tree surgeons in Hayes and similar UK arboricultural services.
The contract between us and the customer is formed under the laws of England and Wales. These terms are governed by, and interpreted in accordance with, the laws of England and Wales, and any dispute arising in connection with the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right.
We may update or amend these Terms and Conditions from time to time to reflect changes in law, operational practice, or the services we provide. The version in force at the time of booking will normally apply to your job unless a later version is agreed in writing. By proceeding with a booking for tree surgery services, you confirm that you have read, understood, and accepted these terms. These provisions are intended to provide a clear and fair framework for tree surgeons, customers, and property occupiers alike, helping each project proceed safely, lawfully, and with proper expectations from start to finish.
