Terms and Conditions for Tree Surgeons Osterley

These Terms and Conditions set out the basis on which tree surgery services are provided by a professional tree surgery company operating under the name Tree Surgeons Osterley. By requesting a quotation, making a booking, or allowing works to proceed, the customer agrees to be bound by these terms. They are designed to provide clarity on the service process, payment arrangements, cancellation rights, waste handling, liability, and the legal framework that applies to all work carried out. These terms apply to domestic and commercial customers unless a separate written agreement says otherwise.

The expression “tree surgery services” includes, without limitation, tree pruning, crown reduction, deadwood removal, tree felling, stump grinding, hedge maintenance, site clearance related to arboricultural work, and the removal or disposal of green waste arising from those services. References to “the customer” mean the person, business, landlord, tenant, managing agent, or other party requesting the work. References to “we,” “us,” and “our” mean the tree surgery contractor providing the service.

These terms are intended to be read together with any written quotation, schedule of works, or service confirmation provided before work starts. If there is any inconsistency between these Terms and Conditions and a specifically agreed written term, the written term shall take priority only to the extent of that inconsistency. Nothing in these terms limits any rights that cannot lawfully be excluded under UK consumer law.

1. Booking Process

A booking is usually formed in stages. First, the customer makes an enquiry and provides as much relevant information as possible about the trees, access, urgency, and any known restrictions. We may then arrange a site visit, request photographs, or provide an indicative estimate. Any estimate given before a full inspection is based on the information available at the time and may change if the condition of the trees, access arrangements, or legal constraints differ from what was initially described.

A binding booking normally arises only after we issue a written quotation or service confirmation and the customer accepts it. Acceptance may be by email, written reply, signed document, or other clear instruction to proceed. The customer must ensure that all details provided are accurate, including ownership of the site, access permissions, and whether the work affects shared boundaries, neighbours, or third-party property. If the customer is acting for a landlord, management company, or another principal, they must have authority to instruct the work.

Before work starts, the customer should notify us of any known hazards or constraints, including underground services, overhead cables, unstable ground, protected species, tree preservation orders, conservation area controls, or limited access for machinery. While we can often advise on practical issues, it remains the customer’s responsibility to obtain any consents, permissions, or approvals required for the work, unless we have expressly agreed in writing to handle that element on their behalf.

2. Scope of Services and Site Conditions

The scope of the service will be defined by the quotation or written instruction. Any additional work requested on the day, or any work made necessary by unforeseen conditions, may be charged separately. Examples include hidden decay, unexpected obstructions, additional climbing or rigging requirements, extra waste, or delays caused by restricted access. We will act reasonably and try to agree any material change before proceeding, but where immediate action is needed to prevent danger, we may undertake necessary work and record the reason for doing so.

The customer must provide safe and reasonable access to the site and ensure that pets, children, vehicles, and movable obstacles are kept clear of the working area. If a vehicle, structure, greenhouse, fence, ornamental feature, or other item may be at risk, the customer should remove it in advance or tell us so protective measures can be discussed. We are entitled to suspend works if the site becomes unsafe or if the customer fails to maintain the agreed conditions.

Tree surgery is a skilled and physically demanding activity, and outcomes can vary depending on weather, tree health, species, season, and site constraints. While our team will use reasonable skill and care, some residual marks, natural unevenness, root disturbance, stump regrowth, or minor scarring may remain after work. Such effects are not automatically defects if they are an ordinary consequence of the agreed service. Where a result depends on the customer’s preferred appearance, that preference must be communicated before works begin.

3. Payments and Pricing

All prices are normally quoted in pounds sterling and, unless stated otherwise, are exclusive of VAT where VAT applies. Quotations may be fixed-price or estimated. A fixed-price quotation is valid for the period stated in the quotation, provided the work description and site conditions remain unchanged. An estimate is not a guarantee of final cost and may be adjusted if the actual work differs from the estimated scope. Any variation due to additional labour, access difficulties, specialist equipment, or extra waste will be explained where reasonably possible.

Unless otherwise agreed in writing, payment is due on completion of the work or on issue of an invoice, whichever occurs first. We may request a deposit for larger bookings, repeated attendance, hire equipment, or materials purchased in advance. For commercial customers, payment terms may differ if agreed in the quotation or contract. We may charge interest on overdue sums and recover reasonable debt-collection and legal costs where permitted by law.

The customer is responsible for making payment in full, without set-off or deduction, unless a deduction is required by law or expressly agreed in writing. If part of the work is completed but the customer requests a delay or stops the service after we have incurred cost, we may invoice for the portion completed, the labour already committed, and any non-cancellable expenses. Ownership of any materials supplied by us may remain with us until payment is made in full where lawfully applicable and stated in the invoice or contract.

4. Cancellations, Postponements and Right to Cancel

Where the customer wishes to cancel or postpone a booking, they should notify us as soon as possible. Reasonable notice helps us avoid unnecessary costs and release the diary slot to other customers. If cancellation occurs after we have incurred travel, labour planning, equipment hire, disposal booking, or materials costs, we may charge for those reasonable losses. Any deposit paid may be retained or applied against such costs to the extent allowed by law and by the quotation terms.

For consumer customers who enter a contract away from our business premises and within a legally qualifying cancellation period, statutory cancellation rights may apply. If so, we will provide the required cancellation information and forms where appropriate. If the customer asks us to begin the service during the cancellation period, they agree that charges may be due for work carried out before cancellation is exercised, in accordance with UK consumer law.

We may also postpone or cancel a booking if weather, safety concerns, equipment failure, staff illness, legal restrictions, access problems, or other events outside our reasonable control prevent safe performance. In such circumstances, we will aim to rearrange the work as soon as reasonably practicable. We will not be liable for indirect losses caused by a postponement, provided we act reasonably and in good faith.

5. Liability and Insurance

We will carry out tree surgery with reasonable care and skill and will maintain appropriate public liability insurance for the nature of the work undertaken. However, tree work carries inherent risks, and certain consequences cannot be fully eliminated. The customer acknowledges that trees and surrounding structures may have hidden defects, and that branches, roots, bark, and timber can behave unpredictably during cutting, rigging, lifting, or dismantling.

We will not be liable for loss or damage caused by inaccurate information supplied by the customer, hidden underground or overhead services, weak fences or structures, existing defects, subsidence, poor maintenance, or third-party interference. We are also not liable for delays or failures caused by events beyond our reasonable control, including severe weather, flooding, fire, epidemic restrictions, industrial action, or access restrictions imposed by authorities or neighbours. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

If damage is alleged, the customer should notify us promptly and provide reasonable details, photographs, and an opportunity to inspect. We will consider the circumstances fairly and, where appropriate, refer the matter to our insurer. Our total liability for any claim arising from a service shall be limited to the amount paid or payable for the specific work in question, except where a different limit is required by law. This limitation is intended to be fair and proportionate, not to deprive the customer of mandatory legal rights.

6. Waste, Green Materials and Environmental Compliance

Tree surgery often produces branches, foliage, timber, woodchip, stump material, and other green waste. Unless the quotation states otherwise, we will remove and dispose of the waste arising from the agreed works in accordance with applicable waste management rules. Waste will be handled using lawful carriers, transfer methods, and disposal routes. We aim to support environmentally responsible handling, including recycling or repurposing where practical and lawful.

If the customer wishes to keep logs, woodchip, mulch, or timber arisings, this must be agreed before work starts. Once removed from the site, waste becomes our responsibility unless the parties have agreed otherwise in writing. The customer must not instruct us to dispose of materials in any manner that would breach waste regulations. If the site contains contaminated materials, invasive species, diseased timber, protected habitat matter, or other regulated waste, the customer must inform us before booking so we can assess any additional legal requirements or costs.

Where a customer arranges for their own disposal, they remain responsible for lawful storage, transport, and handling of the waste once it leaves our control. Any skips, tipper access, or loading arrangements required for the service must be suitable and safe. We may refuse to load or remove waste if doing so would create a breach of waste law, animal welfare rules, biosecurity requirements, or any other applicable legal duty.

7. Governing Law and Disputes

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides a different forum that cannot be excluded. The parties agree that these terms are to be interpreted in a practical and commercially sensible way, taking account of the nature of arboricultural services and the need for safe working practices.

Any disagreement should first be raised promptly so that the matter can be reviewed informally and, where possible, resolved without proceedings. We may ask for photographs, invoices, site notes, or other relevant evidence. Nothing in this clause prevents either party from seeking urgent injunctive relief where necessary or from relying on mandatory statutory rights or remedies.

If any part of these terms is found invalid, unlawful, or unenforceable, the remaining provisions will continue in force. A failure by us to enforce any right on one occasion does not amount to a waiver of that right on any other occasion.

8. General Provisions

The customer agrees that all instructions provided to our team, including changes made on site, are accurate and authorised. We may record job details, site conditions, and communications for administrative, contractual, and legal purposes. Personal data will be handled in accordance with applicable data protection law and used only for legitimate business purposes connected with the provision of tree surgery services.

We may subcontract part of the work to suitably qualified persons where necessary, but we remain responsible for the service as agreed, subject to these Terms and Conditions. The customer may not assign or transfer their rights under these terms without our written consent. We may update these terms from time to time, but the version applicable to a booking will be the version in force when the booking was accepted unless the parties expressly agree otherwise.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions for Tree Surgeons Osterley. They also confirm that they have authority to commission the work, that they will cooperate with any lawful safety or access requirements, and that they accept the practical limitations inherent in professional tree surgery. These terms are intended to support a fair, transparent, and lawful service relationship for all parties involved.

Final Note

These terms apply to tree surgery, arboricultural maintenance, felling, pruning, stump grinding, and related waste handling services supplied under the Tree Surgeons Osterley name. They are written to be suitable for a legal information page and should be read as a complete statement of the service relationship unless replaced by a signed written contract.