TERMS & CONDITIONS

Heritage Tree Care

Effective Date: 01/06/2026


Welcome to Heritage Tree Care.

These Terms & Conditions explain how we provide garden design, landscaping, planting, paving, garden rooms, driveways, lighting, and related outdoor services.

We are committed to providing a professional, transparent, and reliable service. These terms are designed to ensure that both our customers and our team have a clear understanding of expectations throughout every project.

These terms apply to all customers purchasing goods, services, consultations, designs, installations, or landscaping projects from Heritage Tree Care (“we”, “us”, “our”).

Nothing within these terms affects your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015.


1. DEFINITIONS

Customer / Client:
The person or organisation purchasing goods or services from Heritage Tree Care.

Services:
Includes garden design, landscaping, planting, paving, decking, garden rooms, lighting, driveway installation, consultations, project management, maintenance, and related services.

Goods:
Any materials, plants, structures, products, or components supplied as part of a project.

Bespoke Works:
Any project, design, structure, landscaping feature, or product created specifically for the customer’s property or requirements.

Contract:
The agreement between Heritage Tree Care and the customer, formed when a quotation is accepted and any required payment is received.


2. QUOTATIONS AND CONTRACT FORMATION

All quotations provided by Heritage Tree Care are valid for 30 days unless otherwise stated.

A contract is formed when:

• The customer accepts our quotation in writing or electronically; and
• Any required deposit or initial payment has been received.

By accepting a quotation, the customer confirms that they have read and agree to these Terms & Conditions.

All quotations are based on the information available at the time of preparation.

If circumstances change, including access requirements, ground conditions, material availability, planning requirements, or additional customer requests, we will discuss any required adjustments before proceeding.


3. OUR COMMITMENT TO QUALITY

Heritage Tree Care is committed to providing all services with reasonable care, skill, and professionalism.

We aim to:

• Provide clear information about your project
• Use quality materials and trusted suppliers
• Deliver workmanship to a high standard
• Maintain communication throughout the project
• Complete works according to the agreed specification

We understand that investing in your outdoor space is a significant decision, and we work hard to deliver a service that meets your expectations.


4. PAYMENTS, DEPOSITS AND INSTALMENT PLANS

To secure your project booking, reserve installation dates, allocate labour, and order materials, an initial payment may be required.

The deposit amount and payment schedule will be clearly stated within your quotation.

For larger projects, Heritage Tree Care may offer payment plans or instalment options to allow customers to spread the cost of their project.

Payment schedules may include:

• Initial deposit payment
• Stage payments during the project
• Final payment upon completion

Payment plans are designed to provide flexibility while ensuring projects can be managed efficiently.

Customer Protection:

Payments are linked to the agreed project and progress of works.

If Heritage Tree Care is unable to complete the agreed project due to circumstances within our responsibility, we will work with the customer to resolve the issue.

Where we cannot fulfil the contract, 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.

Customers will not be required to pay for work that has not been agreed or completed.


5. BESPOKE PROJECTS AND CUSTOM WORKS

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
• Unique paving designs
• Outdoor structures
• Made-to-order items

Once bespoke materials have been ordered, manufactured, or installation has commenced, cancellation rights may be limited due to the personalised nature of these works.

We will always communicate clearly with customers before proceeding with bespoke works.


6. PROJECT CHANGES AND VARIATIONS

We understand that customers may wish to make changes during a project.

Any requested changes after approval may affect:

• The overall cost
• The project timeline
• The agreed specification

We will provide details of any changes before additional work begins.

No additional works will be completed without customer approval.


7. TIMESCALES AND PROJECT DELAYS

Heritage Tree Care will always aim to complete projects within agreed timescales.

However, landscaping projects can be affected by factors outside our control, including:

• Weather conditions
• Supplier delays
• Material availability
• Ground conditions
• Planning requirements
• Unexpected site conditions

Where delays occur, we will keep customers informed and provide updated timescales wherever possible.


8. CUSTOMER RESPONSIBILITIES

Customers agree to:

• Provide accurate information about the property
• Provide reasonable access during agreed working hours
• Inform Heritage Tree Care of any known underground services or restrictions
• Obtain any permissions required where applicable

Heritage Tree Care cannot accept responsibility for delays or additional costs caused by inaccurate information supplied by the customer.


9. MATERIALS AND NATURAL PRODUCTS

Many landscaping materials are natural products, including:

• Timber
• Stone
• Plants
• Natural paving
• Soil and planting materials

Variations in colour, texture, growth, size, and appearance are natural characteristics and do not constitute defects.

Plant growth and long-term appearance may also be affected by environmental conditions outside of Heritage Tree Care’s control.


10. COMPLETION AND APPROVAL

Once works are completed, customers will have the opportunity to inspect the finished project.

Any concerns should be raised as soon as reasonably possible so we can investigate and provide an appropriate response.

Our aim is always to ensure customers are satisfied with their completed outdoor space.


11. REFUNDS AND CUSTOMER PROTECTION

Heritage Tree Care is committed to delivering every project as agreed.

If we fail to provide the agreed services or cannot complete the contracted works, customers may be entitled to a refund for payments relating to services that have not been delivered.

Full details are available within our separate Refund Policy.


12. COMPLAINTS

We take customer satisfaction seriously.

If you have any concerns regarding your project, please contact Heritage Tree Care as soon as possible.

We will investigate the matter and aim to reach a fair and reasonable resolution.


13. LIABILITY

Heritage Tree Care will not be responsible for delays, losses, or costs caused by circumstances outside our reasonable control.

Nothing within these Terms & Conditions limits your legal rights as a consumer.


14. OWNERSHIP OF MATERIALS

Where payment remains outstanding, ownership of supplied materials or goods remains with Heritage Tree Care until full payment has been received.

Once full payment has been made, ownership will transfer to the customer.


15. GOVERNING LAW

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

Any disputes will be handled in accordance with the courts of England and Wales.


16. CONTACT INFORMATION

If you have any questions regarding these Terms & Conditions, please contact Heritage Tree Care.

We are committed to providing exceptional outdoor spaces through quality workmanship, professional service, and complete customer confidence.