Tree Surgeons Newcross Service Terms and Conditions

These Terms and Conditions set out the basis on which Tree Surgeons Newcross provides tree surgery and related arboricultural services to residential, commercial, and public-sector customers. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. The purpose of this document is to explain how the service operates, what is included, what is excluded, and how key matters such as payment, cancellation, liability, and waste handling are managed.

These terms apply to all tree surgery services offered under the Tree Surgeons Newcross name, including but not limited to crown reduction, pruning, sectional dismantling, stump treatment, deadwood removal, hedge work, site clearance, and emergency tree operations. Unless a separate written agreement states otherwise, these terms take priority over any verbal arrangement or customer-issued document that conflicts with them. Any variation must be confirmed in writing by an authorised representative.

The customer is responsible for ensuring that any instructions given are accurate, lawful, and based on the correct ownership or authority over the site and vegetation to be worked on. Where the work is arranged by a tenant, managing agent, or contractor acting on behalf of another person, it is the arranging party’s responsibility to ensure proper permission has been obtained before the visit is booked. Tree surgeons in Newcross may rely on the information supplied by the customer when preparing a quotation or scheduling attendance.

1. Booking Process

A booking is normally made after an enquiry has been received and the customer has provided sufficient information for an initial assessment. In many cases, a quotation may be based on photographs, written descriptions, or other remote information. In some cases, a site visit may be required before a final price or scope can be confirmed. The booking is not secured until the customer has accepted the quotation, confirmed the preferred date or schedule, and any requested deposit has been paid, where applicable.

Once a booking is accepted, tree surgeons may allocate labour, machinery, vehicles, and waste handling arrangements in advance. For that reason, the customer should notify us promptly if any relevant detail changes, including access restrictions, tree condition, utility lines, parking limitations, protected status, or neighbouring boundaries. If the information provided before booking is materially inaccurate, the scope of work and price may need to be revised.

All dates are offered in good faith but are estimates unless expressly stated as fixed. Weather, emergency call-outs, equipment failures, traffic disruption, and safety considerations may require a change of date or time. Tree surgeon Newcross services will make reasonable efforts to inform the customer of any material change and to rearrange attendance as soon as reasonably practicable. Delays caused by matters outside our control do not create a right to compensation.

2. Quotation and Scope of Work

Quotations are based on the information available at the time of assessment. Unless stated otherwise, a quotation covers only the specific work described in writing and does not include additional tasks discovered on site. If the customer requests extra work, or if hidden conditions make the work more complex than anticipated, a revised quotation may be issued before further work continues. Examples include concealed decay, invasive root issues, unstable timber, restricted access, or the need for specialist rigging.

Where a quotation refers to disposal or clearance, it will normally include the removal of green waste generated by the agreed work only. It will not necessarily include removal of unrelated garden waste, builder’s waste, or other materials unless separately agreed. The customer should not assume that any service includes stump grinding, traffic management, permit applications, or ecology-related surveys unless these are specifically stated.

If the customer instructs Tree Surgeons Newcross to proceed on a time-and-materials basis, an estimate may be given rather than a fixed quotation. In such cases, the final amount may vary depending on the time taken, the equipment required, and the actual conditions encountered. Any estimate is based on reasonable assumptions and does not amount to a guarantee unless expressly confirmed as fixed in writing.

3. Payments

Unless otherwise agreed in writing, payment is due upon completion of the work and before departure from site. For larger works, deposits, staged payments, or partial prepayment may be required to secure a booking, cover procurement costs, or allocate specialist resources. Accepted payment methods may include bank transfer, card payment, or other methods notified at the time of booking. Cash may be accepted only where agreed in advance.

The customer must ensure that payment is made in full and without deduction, set-off, or counterclaim, unless the law requires otherwise. Invoices that remain unpaid after the due date may incur statutory interest and reasonable administrative charges, where permitted by law. Tree surgery services may suspend further work, withhold final completion documents, or cancel future appointments if outstanding balances remain unpaid. Any collection costs reasonably incurred in recovering overdue amounts may also be added to the customer’s account.

If a payment is made in error, or if a customer disputes an invoice, they must notify us as soon as reasonably possible and provide supporting details. Disputes do not remove the obligation to pay any undisputed portion of the invoice by the due date. Where a refund is due, it will normally be processed back to the original payment method unless another arrangement is agreed.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. If the cancellation is made after resources have been reserved, or after preparatory work has been undertaken, a charge may be applied to cover losses, including labour planning, transport, and waste arrangements. Any deposit paid may be retained in full or in part where it represents a genuine pre-estimate of loss or a non-refundable booking fee, to the extent allowed by law.

If the customer is not available at the agreed time, or if access is not provided, the visit may be treated as a missed appointment and a call-out charge may apply. This includes situations where gates are locked, vehicles block access, unsafe conditions are not disclosed, or the customer has failed to obtain needed consent from third parties. Rescheduling after a missed appointment is subject to availability and may require an additional charge.

The company may also need to cancel or postpone work due to adverse weather, unsafe site conditions, staff illness, equipment failure, legal restrictions, or other matters beyond its reasonable control. In such cases, any deposit paid for the postponed visit will normally be transferred to the rearranged booking. If the work cannot reasonably be completed, the parties may agree to terminate the booking and any unused balance will be refunded, subject to lawful deductions for work already completed or costs already incurred.

5. Health, Safety, and Site Conditions

All work is carried out with due regard to health and safety requirements, industry practice, and the condition of the site. The customer must inform us in advance of any known hazards, including hidden services, fragile surfaces, subsidence, nesting wildlife, bee activity, contaminated ground, sharps, or public access issues. Tree surgery may involve the use of chainsaws, climbing equipment, lowering gear, chippers, and other machinery, and the customer agrees to keep unauthorised persons, children, and pets clear of the work area.

The customer must also ensure reasonable access to the site, including space for vehicles, equipment, and waste removal. If parking permits, suspended bays, or traffic arrangements are required, the customer should provide accurate information in advance. Where the customer’s failure to disclose a hazard, restriction, or legal requirement causes delay or additional expense, the company may charge for the extra time or resources needed to complete the work safely.

Tree surgeons in Newcross may refuse to commence or continue work if, in their professional judgment, conditions are unsafe or materially different from those described when the booking was made. This may include severe weather, unstable trees, poor visibility, or interference by third parties. A decision to pause or stop work on safety grounds does not constitute a breach of contract.

6. Liability and Insurance

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, Tree Surgeons Newcross will not be liable for indirect or consequential loss, loss of profit, loss of business opportunity, loss of data, or any damage not reasonably foreseeable at the time the contract was made.

Where tree surgery involves working on living trees, hidden defects, or pre-existing weaknesses, there is an inherent risk of movement, limb failure, and damage that cannot always be predicted even when reasonable care is taken. The company is not responsible for damage arising from unavoidable structural instability, latent defects, decay not visible on inspection, or events outside its control, provided reasonable skill and care have been exercised. Any customer property near the work area should be removed, secured, or protected by the customer where reasonably practicable.

To the extent permitted by law, liability for any claim arising out of the services shall be limited to the amount paid or payable for the specific work giving rise to the claim, except where a different statutory limit applies. Customers are expected to mitigate any loss and to report concerns promptly so that issues can be reviewed while the facts remain clear.

7. Waste Regulations and Site Clearance

All green waste generated by tree surgery work will be handled in accordance with applicable waste legislation and environmental requirements. Waste may be reused, chipped, transported, or disposed of through lawful routes, including transfer to authorised facilities. Where relevant, we may separate timber, arisings, and contaminated material to ensure proper handling. The customer agrees that waste removed from site under the agreed service becomes the responsibility of the contractor once collected, unless otherwise stated in writing.

The customer must not instruct us to dispose of prohibited, hazardous, or non-conforming waste unless this has been expressly agreed and lawful arrangements are in place. This includes materials such as asbestos, chemicals, clinical waste, or items contaminated beyond normal green waste handling. If such materials are discovered among waste that the customer has presented as ordinary site waste, any additional cost, delay, or disposal charge may be passed on to the customer.

Where a job includes stump grinding, the resulting arisings may be left on site, used to backfill the hole, or removed, depending on the agreed scope. Any replacement of topsoil, seeding, landscaping, or surface reinstatement is excluded unless specifically included in the quotation. Tree surgeons will aim to leave the site tidy and safe, but some residual sawdust, wood chips, or minor debris may remain where this is a normal consequence of the work.

8. Customer Obligations and Permissions

The customer confirms that they have the authority to instruct the work or have obtained the necessary consent from the owner, landlord, management company, or other relevant party. Where planning controls, conservation restrictions, tree preservation orders, or other permissions apply, the customer is responsible for ensuring that all required approvals are in place before work begins, unless the written agreement clearly states that the contractor will obtain them.

Tree surgeon Newcross services may offer practical information about whether consent appears likely to be required, but any such comment should not be treated as legal advice or a formal determination. The customer should seek appropriate confirmation from the relevant authority where necessary. If the customer asks us to proceed despite the absence of required consent, we may refuse the work and may charge for any time already spent in preparing for the visit.

The customer also agrees not to conceal relevant information, interfere with the work team, or make unsafe requests. If the customer or a third party changes the agreed scope during the visit, the team may pause work until the revised instruction has been reviewed and accepted. Any delay caused by such changes may be charged at the applicable rate.

9. Complaints, Notices, and General Provisions

Any complaint about workmanship or billing should be raised promptly and in writing, setting out the issue in reasonable detail so that it can be investigated. The company may request photographs, access to the site, or further information before deciding whether remedial work, a partial refund, or no further action is appropriate. This process is intended to resolve matters fairly and without unnecessary delay.

If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure by the company to enforce any right or remedy on one occasion does not amount to a waiver of that right on any future occasion. Headings are included for convenience only and do not affect interpretation.

These terms may be updated from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a later written variation is agreed. By continuing to use the service after any update, the customer acknowledges the revised terms to the extent permitted by law.

10. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any non-contractual obligation connected with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

Nothing in this section affects the customer’s statutory rights as a consumer where those rights apply. If a court or competent authority determines that any particular clause is unenforceable, that decision will not affect the remainder of the agreement, which will continue to apply so far as legally possible.

Tree Surgeons Newcross thank customers for reading these terms carefully before booking. Clear expectations help ensure that tree surgery, tree removal, pruning, and related services are carried out efficiently, safely, and in line with legal requirements. A confirmed booking signifies acceptance of these conditions.