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City Garden › Terms and Conditions

City Garden UK Service Terms and Conditions

These Terms and Conditions set out the basis on which City Garden provides gardening and related services to residential and commercial customers in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below:

Customer means the person, firm or organisation requesting services from City Garden.

Company, we, us or our means City Garden, the gardening services provider.

Services means gardening, grounds maintenance, landscaping, clearance and any related services provided by City Garden.

Site or Premises means the property or location where the Services are to be carried out.

Contract means the agreement between the Customer and the Company incorporating these Terms and Conditions.

2. Scope of Services

City Garden provides a range of gardening and outdoor services, including but not limited to lawn care, hedge trimming, planting, weeding, garden clearance, maintenance visits, and minor landscaping works. The exact scope of work for each visit will be as agreed between the Customer and the Company at the time of booking, quotation or confirmation.

The Company will use reasonable skill and care in the provision of the Services and will undertake the work as described in the agreed quotation, order confirmation or written service description. Any changes to the scope of Services must be agreed in advance and may result in additional charges or revised timeframes.

3. Booking Process

3.1 Enquiries and quotations

The Customer may request a quotation by providing details of the required Services and the Site. Quotations may be given verbally or in writing. Written confirmation may follow any verbal estimate where appropriate. All quotations are based on the information supplied by the Customer and on an assumed condition and accessibility of the Site.

3.2 Acceptance of bookings

A booking is accepted and a Contract is formed when the Customer confirms acceptance of the quotation or service proposal, or when the Company confirms a booking date and time, whichever occurs earlier. The Company reserves the right to refuse any booking at its discretion.

3.3 Site access and information

The Customer must ensure that the Company has clear and safe access to the Site at the agreed date and time. The Customer must notify the Company in advance of any relevant Site information, such as restricted access, parking limitations, pets, known hazards, or any special instructions. Failure to provide accurate information may result in delays, additional charges, or the Services being rescheduled or cancelled.

4. Service Appointments and Attendance

The Company will use reasonable endeavours to attend the Site on the agreed date and within any agreed time window. However, all appointment times are estimates and may be subject to change due to factors such as weather conditions, traffic, operational issues or earlier jobs over-running.

If the Company anticipates a significant delay or needs to rearrange the appointment, we will make reasonable efforts to inform the Customer as soon as practicable and agree a revised time or date.

The Customer shall ensure that either the Customer or another responsible adult authorised by the Customer is present at the Site during the appointment if access arrangements require it. If we are unable to gain access or to commence work due to the Customer’s act or omission, the Company may charge a call-out or wasted visit fee.

5. Pricing and Payments

5.1 Prices

Unless otherwise stated, all prices are in pounds sterling and are exclusive of any applicable taxes or charges that may be imposed by law. Prices may be based on an hourly rate, a fixed price per job, or a recurring service fee, as stated in the quotation or booking confirmation.

5.2 Payment terms

Payment is due in accordance with the terms set out in the quotation or invoice. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services for one-off jobs, and on or before the agreed billing date for regular maintenance or ongoing service arrangements.

The Company may require a deposit or upfront payment for larger projects, new Customers, or certain types of work. Any required deposit will be specified at the time of booking and is payable in order to secure the appointment or project start date.

5.3 Late or non-payment

Where payment is not made by the due date, the Company reserves the right to suspend further Services, to charge interest on overdue amounts at the statutory rate, and to recover any reasonable costs incurred in pursuing payment. The Company may also cancel any future bookings if invoices remain unpaid.

6. Cancellations and Rescheduling

6.1 Customer cancellations

The Customer may cancel or reschedule a booking by giving reasonable notice. For most standard appointments, at least 24 hours prior notice is required. For larger projects, special-order materials, or works requiring significant preparation, a longer notice period may be specified at the time of booking.

If the Customer cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee, which may include a proportion of the quoted price or a fixed call-out fee. If materials have already been purchased or delivered for a specific job, the Customer may be liable for these costs.

6.2 Company cancellations

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, such as extreme weather, staff illness, vehicle breakdown, safety concerns, or other operational reasons. In such cases, the Company will seek to give as much notice as reasonably practicable and will offer an alternative appointment date. The Company will not be liable for any loss incurred by the Customer as a result of such cancellation or rescheduling, beyond a refund of any prepaid amounts for Services not provided.

7. Customer Responsibilities

The Customer is responsible for:

Ensuring clear and safe access to the Site for the duration of the visit.

Securing pets, children, and any third parties away from the immediate work area.

Informing the Company of any known hazards, underground services, or fragile structures on the Site.

Obtaining any necessary permissions, consents or approvals from neighbours, landlords, local authorities or other third parties.

Ensuring that any existing irrigation, lighting or other systems on the Site are clearly marked if they may affect the work.

Where the Customer fails to meet these responsibilities, the Company may suspend or modify the Services and may charge for any associated costs or delays.

8. Materials, Plants and Products

Where the Company supplies materials, plants or products as part of the Services, these will be of a standard suitable for the intended use and consistent with the quotation or description. Natural materials such as plants, turf, soil and aggregates are subject to variations in appearance and performance. The Company does not guarantee specific growth rates, flowering patterns, or lifespan of plants, which can be affected by factors outside our control, including weather, pests, diseases, and subsequent care.

Any guarantees or manufacturer warranties on products or materials will apply subject to their own terms. The Customer is responsible for following any care instructions provided, including watering, feeding, and ongoing maintenance.

9. Waste Removal and Environmental Regulations

9.1 Green waste

By default, green waste such as grass cuttings, hedge trimmings and small branches may be left on Site in an agreed location for the Customer’s use or disposal, unless the quotation specifies removal. Where the Customer requests waste removal, this will be itemised and charged accordingly.

9.2 Waste regulations

The Company will handle and transport any garden waste in accordance with applicable waste and environmental regulations. The Customer must not request the Company to dispose of waste unlawfully or in a manner contrary to local regulations.

9.3 Non-green waste

Removal of non-green waste, such as rubble, old garden structures, plastics, metals, or hazardous materials, is not included unless expressly agreed. Where such removal is agreed, it may require separate arrangements and additional charges. The Company reserves the right to refuse to handle materials identified as hazardous or requiring specialist disposal.

10. Health and Safety

The Company is committed to operating in a safe manner and in accordance with relevant health and safety requirements. The Customer must not interfere with the Company’s tools, machinery or equipment and must keep a safe distance from the work area during operations, particularly when powered machinery or sharp tools are in use.

If the Company considers that the Site conditions are unsafe, or that weather or other factors create an unacceptable risk, the Company may suspend or postpone the Services. Any such decision will be taken in the interests of safety for both staff and the Customer.

11. Liability and Limitations

11.1 Duty of care

The Company will exercise reasonable skill and care in the provision of the Services. If the Customer considers that the Services have not been carried out in accordance with the Contract, the Customer must notify the Company within a reasonable time so that we can investigate and, where appropriate, remedy the issue.

11.2 Exclusions

The Company will not be liable for any damage, loss or expense arising from:

Pre-existing defects or conditions at the Site.

Failure by the Customer to follow the Company’s advice, instructions or aftercare guidance.

Adverse weather conditions or natural events affecting plants, lawns or garden features.

Acts or omissions of the Customer or any third party under the Customer’s control.

11.3 Indirect loss

To the fullest extent permitted by law, the Company will not be liable for any indirect or consequential loss, loss of profit, loss of enjoyment, or loss of opportunity arising out of or in connection with the Services or these Terms and Conditions.

11.4 Overall limitation

Without limiting any statutory rights, the total liability of the Company to the Customer in respect of any claim arising out of the Contract shall not exceed the total price paid or payable by the Customer for the specific Services giving rise to the claim.

12. Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. This may include extreme weather, natural disasters, strikes, transport failures, or governmental restrictions.

13. Complaints and Disputes

The Company aims to provide a professional and reliable service. If the Customer has any concerns or complaints, they should raise them with the Company as soon as possible, providing details of the issue and any supporting information. The Company will investigate and seek to resolve the matter in a fair and timely manner.

Nothing in these Terms and Conditions affects any statutory rights the Customer may have under consumer protection laws.

14. Changes to Terms and Conditions

The Company may amend these Terms and Conditions from time to time to reflect changes in law, best practice, or the nature of the Services. The version in force at the time of the Customer’s booking or Contract will apply to that booking. Updated terms may be made available on our website or provided to the Customer on request.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.

16. General Provisions

16.1 Entire agreement

These Terms and Conditions, together with any quotation or written service description, constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior discussions or representations.

16.2 Severability

If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

16.3 No waiver

No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.

16.4 Assignment

The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where necessary for operational or business reasons, provided this does not materially affect the Customer’s rights.

By proceeding with a booking or allowing the Services to commence, the Customer confirms that they have read, understood and accepted these Terms and Conditions.


    Frequently Asked Questions

    We combine tried-and-true manual techniques with modern equipment to manage lawns, borders, and hedges safely and efficiently in every visit for consistent results. For lawn care, hedge trimming, and garden clearance, we use a mix of hand tools, powered mowers, and precision trimmers to minimise soil disturbance. Our approach emphasises safety, efficient waste handling, and eco-friendly choices - including eco-friendly fertilizers and careful pesticide use only when necessary. All equipment is maintained on schedule, and our background-checked team arrive on time ready to explain what we plan to do.

    All our team members are vetted and trained to the highest standards, with ongoing professional development and strict safeguarding principles. Each gardener has DBS checks, and we maintain industry accreditations with SafeContractor and the British Association of Landscape Industries to reassure you. We also provide continued learning on horticultural best practices, soil health, and safety protocols, so outcomes are reliable across London and nearby boroughs. In real terms that means clearly defined methods, documented risk assessments, and transparent pricing and scheduling. We can share certifications and references from Trustpilot and Google Reviews upon request.

    Our customers benefit from comprehensive protection and clear documentation through extensive insurance, certifications, and rigorous safety procedures designed for busy London gardens. We are fully insured, DBS-checked, and trained gardeners who follow industry standards to minimise risk to people and property. Public liability insurance covers any accidental damage, while employers' liability protects team members on the job; we also carry professional indemnity where relevant. All staff hold DBS checks, and we maintain accreditation with SafeContractor and trade bodies such as the British Association of Landscape Industries. We also publish a certificate of insurance and provide references from verified reviews on Google, Trustpilot, and Checkatrade so you can see our track record. With over 21 years of professional gardening services and over 2400+ local jobs completed, you can expect dependable timelines and predictable costs. We're proud to align with SafeContractor, ISO standards where applicable, and to continuously train staff to manage hazards such as sharp tools and traffic in urban spaces. If you ever need proof, we can provide supervision logs, client photos, and before-and-after galleries to demonstrate quality and care.

    On the first visit, our London team conducts a friendly assessment to understand your space, access, and any safety considerations thoroughly. We outline a tailored plan, confirm access times, parking, and noise limits, and provide a no-obligation quote for the work. If you approve, we schedule to minimise disruption and bring appropriate PPE, hedging tools, and eco-friendly products for the job. You'll receive a clear invoice and a completion checklist with before-and-after photos unless you prefer to share your own.

    To keep your London garden thriving, we tailor a seasonal plan for lawn care, hedge trimming, landscaping, and garden clearance. We factor soil type, sunlight, and access in boroughs like Westminster, Islington, and Camden, then sequence visits for optimal growth and safety. Expect transparent pricing, a detailed timetable, and the option of recurring visits so you never have to worry about overdue maintenance. From small city backyards to larger communal spaces, our team adjusts equipment and crew size to protect plants, pets, and parking bays. Each visit includes a quick health check for soil, mulch, and irrigation, with recommendations for composting, mulch reuse, or eco-friendly fertilizers. We'll also attach a before-and-after gallery where requested and share tips you can apply between visits. For London residents, we coordinate with local waste facilities and recycle green waste at approved sites like council yards and recycling centres. If you have restricted access or specific time windows, we confirm these in advance and adjust our plan accordingly.

    Our eco-friendly gardening approach combines plant health, soil vitality, and minimal chemical input to deliver sustainable results across London without compromising aesthetics or access. We use 96% eco-friendly methods, favor organic mulches, reduced-water irrigation, and non-toxic products where possible. Our team educates clients on composting, local green waste rules, and recycling through London council facilities. We also showcase before-and-after photos to demonstrate eco-friendly transformations while maintaining privacy and minimal disruption. We use battery-powered tools where possible to reduce emissions, and our waste is sorted for recycling or composting at approved London facilities. Staff receive ongoing training on soil biology, beneficial insects, and sustainable pruning to protect pollinators and plant health. We document all products used, including eco fertilizers, so homeowners can verify non-toxicity and compliance with local guidelines. If you're unsure which methods suit your garden, our experts provide clear recommendations and a practical timeline for care. In London, customers often value visible progress and long-term soil improvements, which we achieve through careful feeding schedules and mulching strategies. We also publish a short eco-impact report on request, highlighting energy-saving steps and waste diverted from landfill.

    We're proud to share case studies from projects across urban environments that demonstrate reliable results, from hedges in Hackney to lawns in Battersea. Before-and-after photos, detailed notes, and client testimonials are available on Trustpilot, Google Reviews, and Checkatrade to verify our track record. We highlight work across notable areas and include a dedicated local-light list of roads and parks that illustrate typical projects. A) Nearby areas and boroughs we serve include: Chelsea - Royal Borough of Kensington and Chelsea; Fulham - Hammersmith and Fulham; Battersea - Wandsworth; Islington - Islington; Brixton - Lambeth; Hackney - Hackney; Greenwich - Greenwich; Canary Wharf - Tower Hamlets; Wimbledon - Merton; Croydon - Croydon; Richmond - Richmond upon Thames; Hampstead - Camden. B) Nearby roads and landmarks we work near include: Oxford Street; King's Road; Regent Street; Hyde Park; Regent's Park; Tower Bridge; Westminster Abbey; The Shard; Canary Wharf; Victoria Park; Battersea Power Station; London Bridge; Piccadilly Circus; Notting Hill Gate; Euston Road. We invite you to read trusted reviews from clients in multiple boroughs such as Islington, Kensington and Chelsea, and Brixton. If you'd like, we can arrange site visits and provide references or a live video gallery of similar projects.

    Yes - our service includes green waste guidance and efficient disposal options that align with London borough recycling schemes and local composting facilities. We sort waste on-site, separate green materials, and remove non-recyclable items in a responsible manner. The council yards and private facilities accept approved green waste, and we guide you on what is permitted. If you'd prefer, we can arrange a dedicated green waste collection schedule, ensuring your garden remains tidy while remaining compliant.

    Booking is simple: contact our local team via phone, email, or our online form, and we'll tailor a plan to your garden. We aim to respond within 24 hours, assess your space, confirm availability, and provide a clear written quote with scope and milestones. Our recurring services are flexible: weekly, bi-weekly, or monthly, with a dedicated point of contact and regular updates. We often advertise on Google Business Profile and Checkatrade, and our customers leave verified reviews after every visit. Ready to get started? Book your gardener today and see how a garden can transform with careful planning.