Terms & Conditions

Rich Green Gardening Services provides gardening and grounds maintenance services across London.

Our services may include garden maintenance, lawn mowing, hedge trimming, planting, turfing, garden clearances, pressure washing, commercial grounds maintenance and removal of green garden waste.

Our contact details are:

Rich Green Gardening Services Website: RichGreen.co.uk Email: info@richgreen.co.uk

As we are currently a sole trader business, the legal business details may be updated as the business develops.

The exact work we provide depends on the service booked, the tasks selected, the purchased visit duration, the information supplied by you, any accepted quotation, and the actual conditions reasonably encountered on site.

Online descriptions and the information you supply help us determine the appropriate service, but they cannot always establish the full condition of a garden or property before we arrive.

The attending Rich Green team may make a reasonable on-site assessment.

If the actual work is materially different from what was booked or described, Rich Green is not automatically obliged to perform materially different work under the original booking. Depending on the circumstances, we may: continue with suitable work within the booked scope; discuss additional time; recommend a different service; provide or arrange a custom quotation; or decline work that is materially outside scope, unsafe, inaccessible or unsuitable.

This does not mean we can arbitrarily refuse normal booked work. It is intended to address genuine material mismatches between a booking and the actual conditions encountered.

Some services are available to book online directly through our website. Other services — such as large-scale clearance, commercial grounds maintenance, turfing, planting projects or other complex work — are provided through bespoke quotations arranged with us directly.

Standard Garden Maintenance is not restricted to gardens that are already neat or recently maintained. A garden can clearly need significant work and still fall within standard Garden Maintenance.

Standard Garden Maintenance may include tasks such as: lawn mowing; lawn edging; weeding; pruning; hedge and shrub trimming within normal service limits; planting; preparing beds; clearing leaves and general garden debris; general tidying; cutting back overgrown plants; cutting back overgrown shrubs; dealing with scattered or localised brambles; reasonable amounts of bramble cutting and removal; and other ordinary gardening tasks offered through the booking flow.

The fact that grass is long, weeds are substantial, plants are overgrown, some brambles are present, or the garden has not been maintained for one or two months does not automatically make it an Overgrown Garden Clearance. Actual condition matters, not a rigid rule based on time since the last maintenance visit.

Bookings can be made through our website, customer booking system, by email, phone or other methods we make available.

When booking online, you may be asked to provide information about the garden or property, including photographs where appropriate.

Providing accurate information helps us estimate the time, equipment, materials and labour required.

A booking is not necessarily confirmed until you have received confirmation from our booking system or from Rich Green.

Where a deposit or payment is required, the booking may remain unconfirmed until the required payment has been received.

Where our booking system provides a customer account, you may be able to:

• View upcoming appointments
• View previous bookings
• Reschedule appointments
• Cancel appointments
• Make new bookings
• View payments or invoices
• Manage other booking information

The price for a service will normally be shown when booking online or stated in an individual quotation.

Prices may change from time to time. The price applicable to your booking will be the price shown or agreed at the time of booking, unless a change is subsequently agreed with you.

For bespoke or larger jobs, we may require a deposit before work begins.

Our standard deposit for bespoke work is 30% of the agreed price. Where substantial materials, specialist equipment or other significant upfront costs are involved, a deposit of up to 50% may be required.

The remaining balance will normally be payable when the work has been completed, unless otherwise agreed.

We will not normally carry out additional chargeable work without discussing it with you first.

Garden Maintenance uses flat team-based pricing for defined visit durations. When you book, you purchase a specific visit duration for the Rich Green team — for example a 1-hour, 2-hour, half-day or full-day visit.

That duration provides the team’s working time for the booked visit. It is not a guarantee that every selected or requested task will be completed during that visit. The team will work through the agreed or requested tasks during the available time.

What can reasonably be completed depends on factors including garden condition, the amount of work, vegetation growth, complexity, accessibility, task difficulty and other site conditions.

If more time is required, Rich Green may offer additional time where operationally possible. Additional time is subject to availability, the team’s schedule, your approval and any applicable additional charge. Additional time cannot be guaranteed.

If additional time is unavailable or not approved, some requested tasks may remain incomplete. This does not mean the work was poorly done — it reflects the time purchased and the actual conditions encountered.

Sometimes the condition of a garden cannot be fully understood until work has started.

Additional work or a different approach may be required because of:

• Materially more work than was described or apparent at booking
• Hidden or difficult-to-remove roots
• Unexpected waste volumes
• Poor or restricted access
• Damaged or unsuitable surfaces
• Additional preparation being required
• Conditions that could not reasonably have been identified beforehand

Where significant additional chargeable work is identified, we will normally discuss it with you before proceeding.

Where additional work cannot reasonably be completed within the purchased visit or booked service, we may quote for or arrange it separately. See also Section 13 on garden condition and service scope.

We reserve the right to refuse, suspend or cancel a booking where we reasonably suspect fraud, attempted fraud, deliberate misuse of our booking or payment systems, abuse of promotions or rewards, deliberately false or misleading information, unlawful activity, safety concerns, or other activity that we reasonably consider suspicious or inconsistent with a genuine service booking.

Where appropriate, we may cancel or restrict the booking or account without providing detailed reasons, particularly where providing those details could compromise fraud-prevention, security or safety measures.

Any refund due will be handled in accordance with these Terms and applicable law.

This clause does not give us an arbitrary right to cancel legitimate bookings for no reason. It applies specifically where we have reasonable grounds to suspect fraud, misuse, suspicious activity or non-genuine use of our services.

Promotional rewards, credits or loyalty benefits (including any future reward or token programmes) may be withheld, reversed, cancelled or restricted where reasonably connected to fraud, abuse, manipulation, refunded transactions, or a breach of the applicable reward terms. Specific terms for any reward programme will be provided before that programme becomes active.

We ask customers to provide at least 48 hours' notice when cancelling or rescheduling a confirmed appointment.

48 hours or more before the appointment: You can normally cancel or reschedule without a cancellation or rescheduling charge.

Less than 48 hours before the appointment: Where a confirmed appointment is cancelled or rescheduled with less than 48 hours' notice, a late cancellation or rescheduling fee may apply. This will normally be £60.

Short-notice bookings and grace period: If you confirm a booking within the 48-hour notice period (for example, you book a slot later the same day or the next day), a short grace period applies from the moment your booking is confirmed. During that grace period you can cancel or reschedule without charge. Once the grace period expires, the standard late fee applies. The current grace period is 60 minutes.

Same-day cancellation, no-show or failed access: If we arrive at the property and cannot carry out the work because you are unavailable, access has not been provided, or the information supplied was materially incorrect, this may be treated as a late cancellation or failed visit. A reasonable cancellation or call-out charge may apply. We will take reasonable steps to reduce or avoid losses where possible.

How to cancel or reschedule: You can cancel or reschedule through your customer account, through your booking management link, or by contacting us directly.

Refunds: Where a cancellation results in a refund being due, it will normally be processed to the original payment method. Where a late cancellation fee applies, the fee may be deducted from any refund. See also Section 19 on refunds and credits.

Nothing in this section affects any cancellation rights you have under consumer law, including the statutory rights described in Section 9.

When you book our services online or otherwise at a distance, you may have statutory cancellation rights under UK consumer law.

In some circumstances, you have a 14-day cancellation period.

If you ask us to begin providing the service before that 14-day period has ended, you may be required to pay for the proportion of the service that has already been provided if you subsequently cancel.

Where the law allows a cancellation right to end once a service has been fully performed, we will obtain the appropriate request and acknowledgement from you before starting the service.

Our website and checkout process will provide any legally required information and confirmations relating to these rights.

Nothing in these Terms & Conditions is intended to remove or restrict statutory consumer rights.

Gardening work is sometimes affected by weather or ground conditions.

If weather makes the work unreasonable, unsafe or likely to produce a poor result, we may need to postpone the appointment.

Where this happens, we will contact you and provide available alternative dates where possible.

You can then select another suitable appointment through your customer account or booking system where this facility is available.

We will not normally charge a cancellation fee where we postpone a visit because of weather or other conditions outside your control.

You do not normally need to be present during the visit provided that:

• We have suitable access to the property
• Gates and other access points are unlocked or otherwise accessible
• We have been given any necessary instructions
• There are no other reasonable obstacles preventing us from carrying out the work

Customers are responsible for providing accurate information about the property and the work required.

You should tell us about any known hazards or conditions that could affect the work, including where relevant:

• Underground cables, pipes or irrigation systems
• Fragile surfaces or structures
• Concealed features
• Septic systems or drainage
• Restricted access
• Pets
• Areas that should not be entered
• Other hazards on the property

Our work is based on the condition of the garden and the information available to us at the time of booking or quotation. Online descriptions and customer-supplied information help determine the appropriate service but cannot always establish the full condition of a garden before arrival.

The attending Rich Green team may make a reasonable on-site assessment once the actual condition can be seen.

We will make reasonable efforts to complete the agreed work to a suitable standard within the agreed scope and time.

Normal or manageable overgrowth: Standard Garden Maintenance may include overgrown vegetation where the garden remains reasonably accessible and the work can reasonably be treated as normal gardening or cutting back. This may include long grass, weeds, overgrown plants or shrubs, localised or scattered brambles, and similar manageable vegetation. A garden that has not been maintained for one or two months does not automatically require a clearance service.

Heavily overgrown or clearance-level: The separate Overgrown Garden Clearance service is intended for substantially more severe conditions. Indicators may include: dense or extensive bramble growth; large areas dominated by heavy vegetation; normal access through the garden being substantially obstructed; vegetation so dense that significant clearance is required simply to move through or access the garden; exceptionally heavy vegetation; unusually large resulting waste quantities; or an overall condition substantially beyond ordinary garden maintenance.

These are indicators, not a rigid checklist. Classification should reasonably consider scale, vegetation density, accessibility, safety, workload, expected waste and the overall nature of the job.

If a standard Garden Maintenance booking is materially clearance-level, Rich Green may: explain the situation to you; undertake suitable work that reasonably remains within the booked scope where appropriate; offer or arrange a custom Overgrown Garden Clearance quotation; or decline to undertake the clearance-level work under the standard booking.

Ordinary messy, moderately overgrown or reasonably accessible gardens should not be treated as automatically requiring a separate clearance quote. The purpose of this provision is specifically to address a genuine material mismatch between a standard maintenance booking and a severe clearance project.

Standard hedge trimming and cutting is generally limited to approximately 4 metres in height, subject to safe and reasonable access.

Hedges above approximately 4 metres, unusually difficult hedges, unsafe access, or work requiring specialist access equipment may require a separate quotation, carry an additional charge, require different or specialist equipment, or be declined.

The attending team may assess height, access, ground conditions, obstacles, surrounding structures and whether the work can be performed safely with the equipment available. The fact that a hedge is below 4 metres does not automatically mean it is safe or suitable to trim.

When green waste removal is selected with your booking, up to 120 litres of standard eligible green waste is included with your visit.

Additional standard eligible green waste is charged at £15 per 300-litre bag. Up to five bags may be charged where waste removal has been requested or approved. If more than five bags are needed, we will ask for your approval before any further charge.

Standard eligible green waste means normal lightweight garden-maintenance material such as grass cuttings, hedge and shrub trimmings, weeds, spent flowers and soft plant material, and small/light pruning cuttings and twigs that can reasonably be bagged.

The £15 per 300-litre bag rate applies only to standard eligible green waste. It does not include soil, earth, turf containing substantial soil, rubble, concrete, bricks, stones, gravel, paving, construction or demolition waste, fence panels, timber or building materials, plant pots or containers, plastics, general household waste, large branches, logs, tree trunks, stumps, or other unusually heavy, bulky or non-green material. These materials require separate assessment and agreement.

You may choose to keep and dispose of your own green waste instead. If you select this option, no waste-removal charge will be added, but you will need to provide suitable bags, bins or a designated area for the waste.

Unusually large quantities of green waste, or waste materially outside ordinary green garden waste, may require separate arrangements or agreement.

Pressure washing bookings require a £60 booking deposit, which is payable when you book online. This deposit secures your appointment and is credited toward your final pressure washing price.

When we arrive, the team will measure the actual area and confirm the final price with you before any work begins. The £60 deposit you have already paid is credited toward the final confirmed price — you only pay the remaining balance once you have agreed the final price on the day.

The online estimate is based on the area you enter at £4 per m² with a £100 minimum. The final price depends on the actual area and site conditions. Your technician will confirm the final price with you before any work begins — you will never be charged a higher price without agreeing to it first.

Optional extras such as re-sanding, moss and algae treatment, rust or stain treatment, and protective sealing are shown separately with guide prices only and do not increase the headline online estimate. Your technician will confirm their exact price before work begins, and you can remove any extras you no longer want.

The deposit may be retained where the team has attended the appointment and you choose not to proceed with the confirmed final price, or where the information supplied was materially inaccurate or misleading, subject to the applicable cancellation terms and consumer law.

If Rich Green determines on arrival that it cannot reasonably or safely provide the booked core service and the information you supplied was accurate, this is not treated as a customer cancellation. In such circumstances, the deposit will normally be refunded. If Rich Green has made a material error in the estimate or pricing information that caused you to book on materially incorrect information, the deposit will be refunded. Refunds are also made in accordance with our cancellation terms and applicable consumer regulations where appropriate.

Where materials are included in a quotation, we will normally source suitable materials based on the agreed specification.

If a particular product, colour, brand or material is requested, we will try to accommodate the request where reasonably possible.

Material availability can change, and we may need to suggest a suitable alternative if the originally specified product is unavailable.

For larger jobs requiring substantial material purchases, the required deposit may be used towards those costs.

We take reasonable care when carrying out our work.

If we cause damage to your property through our negligence or failure to take reasonable care, we will take appropriate steps to address the issue.

We are not normally responsible for damage resulting from:

• Pre-existing defects or damage
• Hidden or concealed hazards
• Unmarked underground services
• Fragile or defective structures
• Conditions that could not reasonably have been identified before or during the work
• Circumstances outside our reasonable control

Regular or recurring garden maintenance is not currently a self-service subscription product in our online booking system. Standard Garden Maintenance visits are booked online as individual visits.

If you are interested in ongoing or regular maintenance, please contact us and we can discuss your requirements and arrange a plan that works for your garden.

Regular maintenance is designed for gardens that are already at an appropriate maintained standard. Suitability is determined by Rich Green, normally following an actual visit or assessment.

Gardens maintained at intervals of approximately two weeks or less may generally be suitable for an ongoing arrangement. However, the two-week guideline is not an automatic guarantee of eligibility — suitability depends on the actual garden condition, growth level, workload, garden size, accessibility, required tasks and other practical factors.

If your garden is not currently at an appropriate maintenance baseline, an initial visit may be required first. Depending on the condition, that may be a standard Garden Maintenance visit, an Overgrown Garden Clearance, or other bespoke quoted work.

Once the garden is at a suitable standard, Rich Green may confirm whether an ongoing maintenance arrangement is appropriate and agree the frequency, approximate duration and scope with you.

Gardens naturally change over time. If the garden’s requirements materially change, we may need to review the service scope, visit duration or price. We will communicate any proposed changes before they take effect.

You can normally cancel or reschedule a recurring visit by providing at least 48 hours' notice.

We want customers to be happy with the work we provide.

If you are unhappy with a service, please contact us as soon as reasonably possible and explain the issue.

Where appropriate, we may inspect the work and offer a reasonable opportunity to put an issue right.

This does not affect any statutory rights you may have.

Where a refund is appropriate, it will normally be made to the original payment method where possible.

Where appropriate, we may instead offer a credit or return visit if this resolves the issue satisfactorily and you agree.

Any statutory refund rights remain unaffected.

We are not responsible for delays or failure to provide a service where this is caused by circumstances outside our reasonable control.

This may include severe weather, extreme ground conditions, road closures, vehicle breakdowns, equipment failure, illness, supplier problems, utility issues or other events that could not reasonably have been prevented.

Where possible, we will contact you and arrange an alternative appointment.

We collect and use customer information where necessary to provide our services, process bookings and payments, communicate with customers and manage our business.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection law.

We may update these Terms & Conditions from time to time, for example when our services, booking systems or legal requirements change.

The version applicable to your booking will normally be the version in effect when you make the booking, unless a later change is required by law.

The latest version will be made available on our website.

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights that apply to you.

If you have any questions about these Terms & Conditions, your booking or our services, please contact:

Rich Green Gardening Services Email: info@richgreen.co.uk Website: RichGreen.co.uk