Terms and Conditions for Tree Surgeons Coneyhall

These Terms and Conditions set out the basis on which Tree Surgeons Coneyhall provides tree surgery and related arboricultural services to domestic and commercial customers. By making a booking, confirming a quotation, or allowing work to proceed, the customer agrees to be bound by these terms. These conditions are intended to create a clear and fair framework for the supply of services, including arrangements for access, payment, cancellation, waste handling, and liability. They apply to all work carried out by our team unless a separate written agreement has been signed by both parties.

In these terms, references to “we”, “us”, and “our” mean Tree Surgeons Coneyhall, and references to “you” or “the customer” mean the person, business, landlord, managing agent, or organisation requesting the service. The term tree surgery services includes, without limitation, tree felling, crown reduction, crown lifting, pruning, hedge cutting, stump work, site clearance, and associated arboricultural operations. We may update these terms from time to time, and the version in force at the time of booking will generally apply unless otherwise agreed in writing.

Any quotation or estimate we provide is based on the information available at the time, including photographs, site notes, measurements, and any description supplied by the customer. Unless stated otherwise, quotations remain valid for a limited period and may be revised if circumstances change, such as changes in tree condition, access, ground conditions, hidden hazards, or the scope of works. Acceptance of a quotation may be given verbally, in writing, by email, or by paying a deposit where one is requested. A confirmed booking indicates that you have read and accepted these terms.

Booking Process

To arrange work, the customer should provide accurate information about the site, the trees or hedges involved, the desired outcome, and any known restrictions. This may include nearby structures, overhead lines, protected species, preservation matters, access limitations, parking constraints, or the presence of underground services. We may ask for photographs, site visits, or additional details before confirming a booking. A booking is only secure once we have confirmed the date or time slot and, where applicable, received any agreed deposit.

As part of the booking process, the customer must ensure that the work requested is lawful and that any necessary permissions, consents, or notices are in place before the scheduled date. This may include planning consent, landlord approval, freeholder consent, or permission from a management company. We may advise on whether consent appears necessary, but the responsibility for obtaining approvals remains with the customer unless we have expressly agreed in writing to obtain them on the customer’s behalf. If permissions are missing, we may postpone or cancel the work and charge any reasonable costs already incurred.

Access to the property must be provided at the agreed time. The customer is responsible for ensuring that gates, driveways, pathways, and work areas are accessible and reasonably clear. Where vehicles, garden items, ornaments, furniture, or other obstructions prevent safe working, we may need to reschedule or modify the service. If our team attends site and cannot complete the work because access or permissions are not in order, a call-out or abortive visit charge may apply. Any such charge will reflect the time, labour, and travel already committed.

Payments and Charges

Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment terms will be confirmed at the time of quotation or booking. For many jobs, full payment is due on completion of the works on the same day, although we may request part payment in advance for larger, scheduled, or specialist projects. Where a deposit is taken, it will normally be offset against the final invoice unless the booking is cancelled in circumstances where the deposit is retained under these terms.

Invoices must be paid by the method and within the time stated on the invoice. Late payment may result in a reminder charge, interest, or recovery action where permitted by law. If we agree to stage payments, each stage must be settled on the agreed date. We reserve the right to suspend or delay further work if amounts due remain unpaid. Any collections, disposal fees, specialist equipment hire, traffic management, or additional labour requested by the customer beyond the original scope may be charged separately.

Where the scope of work changes during the job, for example because the customer requests extra pruning, removal, or clearance, or because unexpected conditions create extra labour, we will aim to discuss the revised cost before proceeding where reasonably practicable. However, if an immediate decision is necessary to complete the work safely or avoid damage, the customer agrees that reasonable additional charges may be applied. We will always seek to act fairly and keep such charges proportionate to the extra time, resources, and operational burden involved.

Cancellations, Postponements and Delays

The customer may cancel or reschedule a booking by giving reasonable notice. If cancellation occurs after a date has been reserved, we may retain the deposit or charge a cancellation fee where we have already committed labour, equipment, or third-party costs. The amount retained will depend on how much notice was given and the level of expense already incurred. Short-notice cancellations are particularly difficult to absorb because staff, machinery, and transport may already have been allocated to your job.

We may also cancel or postpone work where weather conditions, safety concerns, access issues, equipment failure, staff illness, or legal restrictions make it unreasonable to proceed. In such cases we will endeavour to rearrange the service for another suitable date. We will not be liable for losses caused by delays beyond our reasonable control, including severe weather, road disruption, utility faults, or emergency incidents. This does not affect any rights you may have under law where the service has not been provided with reasonable care and skill.

If we are delayed on the day of attendance, we will make reasonable efforts to keep the customer informed. Tree surgery can be affected by changing site conditions, emergency calls, and safety assessments, so exact start times may vary. While we aim to arrive within the agreed window, time estimates are not guarantees unless expressly stated otherwise. Any change of date or time will be made in good faith and in a manner intended to minimise inconvenience to the customer.

Liability and Customer Responsibilities

The customer is responsible for ensuring that the site is safe and suitable for the agreed works. This includes warning us of hidden dangers, unstable structures, buried services, contaminated ground, aggressive animals, asbestos, sharp objects, or other hazards that may affect our work. The customer must also keep children, pets, visitors, and unauthorised persons away from the working area. We may stop work if we believe conditions are unsafe or if instructions would require us to act unlawfully or negligently.

We will carry out services with reasonable care and skill and in accordance with accepted arboricultural practice. However, tree surgery is inherently hazardous and certain outcomes are dependent on the condition of the tree, weather, site layout, and third-party factors. Except where prohibited by law, our liability is limited to the cost of re-performing the relevant part of the service or the amount paid for that service, whichever is lower, where a valid claim is established. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

We are not responsible for pre-existing defects, decay, structural weakness, hidden disease, or natural failures that were not reasonably visible before or during the works. Likewise, we are not liable for damage arising from the failure of property, fencing, walls, driveways, or underground features that were already weakened, poorly installed, or unsuitable for the intended load or process. Where a tree or branch is removed at the customer’s instruction despite our advice, the customer accepts responsibility for the consequences of that instruction, provided our advice was reasonable and properly communicated.

Waste Regulations and Disposal

Tree surgery produces green waste, timber, stump arisings, branches, brash, woodchip, and related material. Unless otherwise agreed, waste generated by the works will be removed or processed in accordance with applicable environmental and waste management requirements. We will dispose of or recycle arisings using lawful and responsible methods, and may separate material for chip, timber recovery, or composting where appropriate. If the customer wishes to retain any timber, logs, or woodchip, this must be agreed before work begins and may affect pricing or site tidy-up arrangements.

All waste movements will be handled in line with relevant UK waste regulations and duty of care obligations. This means waste must be transferred only to authorised facilities or licensed operators, and we may keep records where required by law. The customer must not instruct us to leave waste in a manner that would breach environmental rules or create a nuisance. If the customer asks for waste to be left on site, the area must be suitable for such storage and the customer assumes responsibility for its later handling, unless we agree to retain responsibility in writing.

Where works produce material that is classified as restricted or special waste, or where diseased material requires controlled handling, we may apply additional procedures or charges. We will act reasonably and in accordance with our obligations, but we may decline to remove or transport material if doing so would breach legal requirements, create a biosecurity concern, or exceed the scope of our equipment and permits. Any customer who insists on unlawful disposal arrangements will be refused service for the affected part of the work.

Health, Safety and Site Conditions

We prioritise health and safety on every site. Our operatives may suspend work if conditions are deemed unsafe, including but not limited to high winds, lightning, unstable trees, unsafe climbing conditions, or the proximity of vulnerable structures or third parties. The customer agrees to cooperate with any reasonable instructions given by our team to reduce risk, such as keeping vehicles clear, closing windows, or moving items from the work zone. Safety decisions made by our operatives at the time of work are final where necessary to protect people or property.

We may use ladders, climbing equipment, chainsaws, chippers, stump grinders, harnesses, rigging gear, and other specialist tools. These are operated by trained personnel, but the customer should understand that such equipment can create noise, debris, dust, and temporary disturbance. We will aim to keep disruption to a minimum and to leave the site as tidy as reasonably practicable. However, a final tidy-up standard may vary according to the volume of work, the nature of the trees, and what was included in the quotation.

If the customer asks us to work near utilities, structures, or enclosed gardens, the customer must identify any risks and provide all necessary clearances or shutdowns before work starts. We may refuse to work in unsafe conditions or where our judgment indicates that a different method is required. Our decision to refuse or modify work for safety reasons shall not be treated as a breach of contract, provided it is made reasonably and in line with our duty to protect people and property.

Complaints, Suspension and General Terms

If the customer believes that any part of the service has not been carried out properly, they should raise the matter promptly so that we can investigate and, where appropriate, take corrective action. We may ask for photographs, notes, or access to the site to assess the issue. Any claim should be made within a reasonable time after completion of the works. If we agree that a fault exists within our control, we will usually seek to remedy it in a proportionate and practical way.

We may suspend or terminate a booking if the customer behaves abusively, refuses to follow safety instructions, withholds essential information, or otherwise prevents us from carrying out the work safely and lawfully. In such cases, the customer may remain liable for costs already incurred. No waiver of any term shall be effective unless agreed by us in writing, and if any provision is found unlawful or unenforceable, the remaining provisions will continue in force. Headings are included for convenience only and do not affect interpretation.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory legal rules provide otherwise. By instructing us to carry out tree surgery services, the customer confirms that they have read, understood, and accepted these terms and that they will cooperate in good faith to ensure the work is completed safely, lawfully, and with reasonable care.