REFUND POLICY
Heritage Tree Care
Effective Date 01/06/2026
At Heritage Tree Care, we want every customer to feel confident when investing in their outdoor space.
We understand that landscaping projects are a significant investment, which is why we operate a transparent payment process and provide reassurance throughout every stage of your project.
Our aim is to deliver exceptional workmanship, clear communication, and complete peace of mind from the initial consultation through to project completion.
1. OUR COMMITMENT
When you purchase a service from Heritage Tree Care, we commit to delivering the agreed works according to the specification outlined in your quotation.
If we are unable to deliver the agreed service, we will work with you to find a suitable solution.
Where Heritage Tree Care cannot complete the contracted works, customers may be entitled to a refund for payments made towards services that have not been provided, in accordance with applicable UK consumer protection law.
2. REFUNDS FOR UNDELIVERED SERVICES
A refund may apply where:
• Heritage Tree Care cannot complete the agreed project
• We are unable to fulfil the agreed contract
• We fail to deliver the agreed specification and cannot resolve the issue within a reasonable timeframe
Any refund will be calculated fairly and may take into account:
• Work already completed
• Materials purchased specifically for your project
• Supplier costs already incurred
• Services already provided
Customers will not be charged for work or services that have not been delivered.
3. PAYMENT PLANS AND INSTALMENT PROTECTION
Heritage Tree Care offers flexible payment options and instalment plans on selected projects to help customers spread the cost of their garden transformation.
Where a payment plan is agreed, payments are linked to the progress and delivery of your project.
Our payment plans are designed to provide flexibility while ensuring customers have confidence throughout the process.
If Heritage Tree Care is unable to complete your project, any refund due will include payments made towards works that have not been delivered, subject to any reasonable deductions for completed works, supplied materials, or costs already incurred.
4. CUSTOMER CANCELLATIONS
Customers may request to cancel a project.
Any refund consideration will depend on:
• Whether work has commenced
• Materials already purchased
• Bespoke items ordered or manufactured
• Supplier commitments
• Services already completed
We will always communicate openly and aim to reach a fair resolution.
5. BESPOKE PROJECTS AND MADE-TO-ORDER ITEMS
Many Heritage Tree Care projects are individually designed and created specifically for each customer.
This may include:
• Garden rooms
• Bespoke landscaping features
• Custom planting schemes
• Made-to-measure structures
• Special-order materials
Once bespoke items have been ordered, manufactured, or installation has started, cancellation and refund rights may be limited because these items cannot easily be reused or resold.
This does not affect your statutory rights where goods or services are faulty or where services have not been provided with reasonable care and skill.
6. DEFECTIVE WORK OR MATERIALS
If you believe there is an issue with workmanship or materials supplied by Heritage Tree Care, please contact us as soon as possible.
We will:
• Review the concern
• Inspect the work where appropriate
• Provide a suitable resolution where required
Our priority is always to resolve issues professionally and ensure customer satisfaction.
7. REFUND PROCESSING
Where a refund has been agreed, it will normally be processed within 14 days using the original payment method where possible.
8. CUSTOMER CONFIDENCE
At Heritage Tree Care, we value the trust our customers place in us.
Our goal is to create beautiful outdoor spaces while providing a professional, transparent, and reliable service from start to finish.
9. CONTACT US
If you have any questions regarding payments, refunds, or your project, please contact Heritage Tree Care.
We are committed to delivering exceptional gardens and outdoor spaces with quality, honesty, and care.