Terms and Conditions for Tree Surgeons Norbiton

These terms and conditions set out the basis on which tree surgeons in Norbiton provide services to domestic and commercial customers. By making a booking, accepting a quotation, or allowing work to proceed, the customer agrees to be bound by the provisions below. These terms are intended to create clear expectations around the tree surgery service, the scope of work, safety, payment, and legal responsibilities. They apply to all arboricultural services supplied by Tree Surgeons Norbiton, including pruning, crown work, removals, stump-related tasks, hedge operations, and associated site clearance.

We aim to keep all arrangements straightforward and professional. However, because tree work can involve variable site conditions, weather dependency, access constraints, and ecological or legal considerations, the final service delivered may differ from the original estimate if circumstances change. Customers should read these terms carefully before confirming a booking. In these terms, references to “we”, “us”, and “our” mean the contractor providing the work, and references to “you” and “your” mean the customer who requests or receives the service.

1. Booking process

All bookings for Norbiton tree surgeons services begin with a request for an assessment, quotation, or provisional schedule. We may provide an indicative price based on images, written descriptions, measurements, or a site visit. Any quotation is based on the information available at the time and may be revised if the actual site conditions differ materially from what was described. A booking is only confirmed when the customer accepts the quotation, confirms the preferred date or time window, and, where requested, pays any deposit or advance fee.

2. Scope of service and customer responsibilities

Before work begins, you must ensure that the site is accessible, safe, and ready for the agreed service. This includes providing accurate information about tree location, boundaries, overhead hazards, underground services, parking restrictions, pets, access gates, and any special site rules. Where a tree is shared, near a boundary, or subject to ownership questions, you are responsible for ensuring that you have the authority to instruct the work. We are entitled to rely on the instructions given by the person who makes the booking, unless we are made aware of a dispute or legal restriction.

You must also disclose any known issues that could affect the work, including tree decay, storm damage, subsidence concerns, nesting birds, protected species, Tree Preservation Orders, conservation area controls, or restrictive covenants. If permission, consent, or formal approval is required, it is your responsibility to obtain it unless we have expressly agreed in writing to assist with the process. Any failure to disclose important information may result in delay, additional charges, suspension of work, or cancellation of the contract.

We will use reasonable skill and care in carrying out the agreed tasks in accordance with good arboricultural practice. However, tree work often involves judgement based on the condition of the tree, structural integrity, and site safety. Unless otherwise agreed in writing, we will decide the most suitable method of performing the work, provided that it remains consistent with the quotation and the agreed outcome.

3. Quotations, pricing, and variations

Prices may be expressed as fixed sums, estimated rates, day rates, or itemised charges depending on the nature of the work. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn if the date requested becomes unavailable or if materials, disposal costs, or labour conditions change significantly. All quoted amounts are exclusive of any additional work not expressly included.

If, during the service, we discover hidden hazards, materially different tree conditions, restricted access, or other factors that make the original quotation unworkable, we may offer a revised price or additional time estimate. We will usually seek your approval before carrying out extra work, except where immediate action is required to prevent danger, injury, property damage, or unlawful harm. Any approved variation becomes part of the contract and may be invoiced separately.

We reserve the right to charge for aborted attendance, wasted travel, or standby time where access is not available, the site is not prepared, or the booking is cancelled too late. Any such charge will be reasonable and proportionate to the resources already committed. Where work is priced on an estimate rather than a fixed sum, the final invoice may differ if the actual work required takes longer or involves more disposal than expected.

4. Payments and invoicing

Payment terms will be stated on the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment is due upon completion of the work and before departure from site, or within the stated invoice period for pre-approved business accounts. We may accept bank transfer, card payment, or other agreed methods, but we are not obliged to accept any particular payment type. Cash payments, if accepted, must be made in full on the day.

Where a deposit is required to secure a booking, the deposit may be non-refundable in whole or in part if the customer cancels late or fails to permit access. Deposits are used to reserve labour, equipment, and time slots. If a balance remains outstanding after completion, we may charge statutory interest and reasonable recovery costs, subject to applicable law. Title to any materials supplied may remain with us until full payment has been received.

5. Cancellations, postponements, and access failure

You may request to cancel or postpone a booking by giving notice as soon as possible. Where reasonable notice is provided, we will aim to rearrange the work at a mutually convenient time. However, if the cancellation is made after labour, transport, plant, or waste arrangements have been committed, we may charge a cancellation fee based on our unrecoverable costs. Short-notice cancellations may result in the deposit being retained and additional costs being invoiced where appropriate.

We may cancel or reschedule a booking if weather conditions, safety risks, equipment failure, staff illness, or legal restrictions make it inappropriate or unsafe to continue. In such circumstances, we will seek to offer an alternative date, but we will not be responsible for indirect losses caused by the change, provided that we have acted reasonably. If we arrive and are unable to proceed because of locked access, incorrect site information, absent permits, obstruction, or lack of authority, we may charge for attendance and associated costs.

6. Liability and limitations

We will exercise reasonable care and skill in performing the agreed tree surgery services. If we cause loss or damage through negligence, we will be responsible for direct damage that is reasonably foreseeable. Our liability will not extend to indirect, consequential, or economic losses such as loss of profit, business interruption, missed deadlines, or loss of amenity, unless such liability cannot be excluded by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Tree work is inherently variable, and even when carried out properly it can reveal hidden decay, root failure, internal defects, or other conditions not visible before work begins. We do not accept liability for pre-existing defects, unavoidable deterioration, or consequences arising from the natural condition of the tree, provided the service was performed with reasonable skill and care. Any advice given about tree health, pruning, or removal is based on visual assessment unless otherwise agreed and should not be treated as a guarantee of future performance or safety.

7. Waste regulations and site clearance

All green waste, timber, branches, foliage, arisings, and related debris created by the works will be managed in accordance with applicable UK waste regulations and environmental requirements. Unless otherwise stated in the quotation, waste may be removed from site for lawful processing, recycling, composting, chipping, or disposal through licensed outlets. We will use reasonable efforts to minimise waste and to handle material responsibly.

If you ask to retain timber, woodchip, or other arisings, this must be agreed in advance and may affect pricing, access, or the time required to complete the job. Once waste leaves the site, ownership and control of that material normally pass in accordance with the agreed disposal arrangements. We are not obliged to leave the site fully cleared unless site clearance is expressly included in the service. Where the quotation includes clearance, we will leave the area reasonably tidy, subject to normal limitations of tree work and safe access.

You must not request that waste be fly-tipped, burned unlawfully, or handled in a way that breaches environmental law. We will decline any instruction that would require us to act unlawfully or irresponsibly. If contaminated, invasive, or hazardous material is discovered, additional disposal measures may be needed and charged for separately where lawful and reasonable.

8. Health, safety, and working conditions

We operate with due regard to health and safety standards, including the use of appropriate equipment, personal protective measures, and site controls. You agree to keep children, pets, and unauthorised persons away from the working area while operations are in progress. You must not interfere with equipment, climb on stacks of timber, or enter restricted zones. We may stop work at any time if conditions become unsafe, including due to high winds, lightning, unstable ground, poor visibility, or third-party interference.

Where machinery or climbing systems are required, reasonable movement of vehicles, branches, ladders, or access equipment across the site may be necessary. You are responsible for removing or protecting vulnerable items such as garden ornaments, vehicles, planters, furniture, and delicate surfaces unless we have specifically agreed to do so. Any pre-existing damage, hidden services, or fragile structures that could reasonably be affected by tree work should be identified in advance. We are not liable for damage caused by items left too close to the work area despite warnings.

9. Delays, force majeure, and operational limits

We will use reasonable efforts to complete work on the agreed date, but we do not guarantee uninterrupted performance where circumstances beyond our control arise. This includes severe weather, transport disruption, supply issues, accidents, public authority intervention, utility strikes, or emergencies. If such events occur, we may suspend or postpone the work without liability for resulting delay, provided we notify you as soon as reasonably practicable.

10. Complaints, inspections, and rectification

If you believe any aspect of the service has not been carried out in accordance with the agreed specification, you should notify us within a reasonable time after completion. We may request photographs, site access, or a further inspection to assess the issue. Where a valid complaint is established, our remedy will normally be limited to re-performing the relevant part of the work or providing a fair refund for the affected element, at our discretion and subject to law.

Minor differences in appearance, natural regrowth, seasonal change, or variations caused by tree structure do not amount to a breach of contract. Because tree surgery often involves biological material and weather-sensitive outcomes, exact cosmetic results cannot always be guaranteed. Any request for additional remedial work after completion may be chargeable if it falls outside the original scope or if the issue arises from factors beyond our control.

11. Governing law and general provisions

These terms and any dispute arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force. No waiver of any right shall be effective unless made in writing, and any delay in enforcing a right will not prevent later enforcement.

These terms form the entire agreement between the parties in relation to the services described, unless we agree otherwise in writing. Any variation must be confirmed by an authorised representative. By booking Tree Surgeons Norbiton, you confirm that you understand these terms and agree to cooperate reasonably throughout the service. We reserve the right to update these terms from time to time, with the version applicable being the one in force at the time your booking is confirmed.