General Terms & Conditions
1.1 Quotations & Pricing
1.2 Bookings & Acceptance
1.3 Cancellations & Changes
3.1 Weather, Safety & Unforeseen Circumstances
3.2 Materials & Availability
3.3 Waste & Disposal
2.1 Payment
2.2 Customer Information & Instructions
2.3 Access
4.1 Communications
4.2 Photographs
4.3 Privacy
5.1 Website
5.2 Complaints & Problems
5.3 Liability
6.1 Applicable Terms
6.2 Changes to These Terms
1. Quotations, Bookings & Cancellations
1.1 Quotations & Pricing
All quotations are based on the information available to EDENS at the time they are prepared and are valid for the period stated on the quotation.
Where the scope of work changes, additional work is requested, or unforeseen circumstances affect the work required, we may provide a revised quotation or agree additional charges with the customer before proceeding.
Prices for materials, plants, waste disposal, delivery or other third-party costs may be subject to availability and supplier pricing. Where a significant change occurs before an order is placed, we will inform the customer before committing to the additional cost.
1.2 Bookings & Acceptance
A booking is considered confirmed once the customer has accepted the quotation or agreed the scope and price of the work and EDENS has confirmed the booking.
For some services, a deposit, consultation fee or advance payment may be required before a booking is confirmed. Any such requirement will be made clear before the booking is accepted.
Dates and times given for work are agreed in good faith. Where circumstances outside our reasonable control require a change, we will contact the customer as soon as reasonably practicable to rearrange the booking.
1.3 Cancellations & Changes
Customers should provide at least 48 hours' notice if they wish to cancel or significantly change a confirmed booking.
Where less than 48 hours' notice is given, EDENS reserves the right to charge for booked time where that time cannot reasonably be reallocated to other work.
Same-day cancellations may be charged at the full value of the booked time.
Where EDENS needs to cancel or rearrange work because of adverse weather, unsafe working conditions, illness, equipment failure or other circumstances outside our reasonable control, we will contact the customer as soon as reasonably practicable. No cancellation charge will be made to the customer in these circumstances.
2. Payments & Customer Responsibilities
2.1 Payment
Payment is due in accordance with the payment terms stated on the quotation or invoice.
Unless otherwise agreed in writing, payment should be made using one of the payment methods specified by EDENS.
Customers should quote the relevant invoice number when making payment where requested.
Where payment is overdue, EDENS reserves the right to suspend further work or future bookings until the outstanding balance has been paid.
Any applicable late-payment charges or recovery costs will be dealt with in accordance with the payment terms stated on the invoice and applicable law.
2.2 Customer Information & Instructions
Customers are responsible for providing accurate and complete information reasonably required for EDENS to carry out the agreed services.
The customer should inform us of any relevant circumstances that could affect the work, including known hazards, access restrictions, underground or concealed services, protected areas, property boundaries, restrictions affecting the site, or other matters of which EDENS could not reasonably be expected to be aware.
Any significant changes to the customer's instructions or the agreed scope of work may result in additional charges or require a revised quotation.
2.3 Access
The customer is responsible for ensuring that EDENS has reasonable and safe access to the property or work area at the agreed time.
Where access cannot be obtained, or work cannot reasonably proceed because the customer has not made the necessary arrangements, this may be treated as a cancellation or aborted visit and a charge may apply.
Where keys, access codes or other access arrangements are provided to EDENS, they will be used only for the purposes agreed with the customer and handled with reasonable care.
3. Site Conditions, Work & Materials
All work is subject to suitable weather and site conditions.
EDENS reserves the right to postpone, suspend or alter work where weather, ground conditions or other circumstances make it unsafe, impractical or likely to cause unnecessary damage to the property, garden, equipment or surrounding areas.
If unforeseen conditions or circumstances are discovered after work has commenced which materially affect the agreed work, we will inform the customer and discuss any necessary changes before carrying out significant additional work or incurring additional costs.
3.1 Weather, Safety & Unforeseen Circumstances
3.2 Materials & Availability
Plants, materials and other products are subject to supplier availability.
Where a specified plant, material or product becomes unavailable, EDENS will discuss an appropriate alternative with the customer where substitution would materially affect the agreed work, appearance or price.
Natural products and living plants may vary in colour, size, shape and appearance from photographs, samples or previous supplies.
Materials specifically ordered or purchased for a customer's work may be non-returnable or subject to supplier restocking or delivery charges. Any applicable costs will be passed on where appropriate.
3.3 Waste & Disposal
Waste and arisings will only be removed from the property where removal forms part of the agreed service or quotation.
Additional waste discovered or generated outside the agreed scope may incur an additional disposal or handling charge.
Where waste is removed by EDENS, it will be transported and disposed of using appropriate lawful disposal arrangements.
Unless specifically agreed otherwise, EDENS is not responsible for removing pre-existing waste, household waste or materials unrelated to the work being carried out.
4. Communications, Photographs & Privacy
4.1 Communications
EDENS may communicate with customers by telephone, email, text message, WhatsApp or other contact methods provided or agreed by the customer.
Customers are responsible for ensuring that the contact information they provide is accurate and for informing EDENS of any relevant changes.
Important instructions, changes to the agreed work, cancellations or other matters affecting a booking should be communicated directly to EDENS using our published contact details.
Where appropriate, EDENS may request written confirmation of instructions or agreements to ensure there is a clear record of what has been agreed.
4.2 Photographs
EDENS may take photographs of properties, gardens, work areas or completed work where reasonably necessary for quotations, planning, documenting site conditions, recording work undertaken or maintaining business records.
Photographs may also be used for EDENS marketing, website or social media purposes where appropriate. We will take reasonable care not to publish information that unnecessarily identifies the customer or their property.
Where a customer asks us not to use photographs of their property for marketing or promotional purposes, we will respect that request.
4.3 Privacy
EDENS will collect and use personal information only where reasonably necessary to provide our services, manage bookings and customer relationships, process payments, maintain business records or meet our legal obligations.
Personal information will be handled with reasonable care and will not be sold to third parties.
Information may be shared with suppliers, contractors, professional advisers or service providers where reasonably necessary to provide our services or operate the business, or where disclosure is required by law.
Further information about how personal information is handled can be found in our Privacy Policy.
5. Website, Complaints & Liability
5.1 Website
5.2 Complaints & Problems
5.3 Liability
Information provided on the EDENS website is intended for general information and may be updated or changed from time to time.
While we take reasonable care to keep information accurate and current, website content should not be treated as a substitute for a specific quotation, written agreement or advice relating to an individual property or service.
Any photographs, examples or descriptions of previous work are illustrative and do not guarantee identical results in different properties or circumstances.
If a customer has a concern about work or services provided by EDENS, they should contact us as soon as reasonably possible and provide sufficient information for us to investigate the matter.
Where appropriate, the customer should give EDENS a reasonable opportunity to inspect the work and, where justified and reasonably practicable, to put the matter right.
Customers should not arrange remedial work by another contractor and expect EDENS to meet the cost without first giving us a reasonable opportunity to investigate and respond, except where urgent action is reasonably necessary.
EDENS will carry out agreed services with reasonable care and skill.
We will not be responsible for loss or damage caused by inaccurate or incomplete information supplied by the customer, undisclosed hazards or defects, pre-existing conditions, or circumstances outside our reasonable control.
Nothing in these Terms & Conditions excludes or limits any liability which cannot lawfully be excluded or limited, or affects a customer's statutory rights.
6. Application & Changes to These Terms
6.1 Applicable Terms
6.2 Changes to These Terms
These General Terms & Conditions apply to all services provided by EDENS unless otherwise agreed in writing.
Where a service is also subject to our Residential Terms, Commercial Terms or Property Support Terms, those service-specific terms apply in addition to these General Terms.
If there is any conflict between these General Terms and the applicable service-specific terms, the service-specific terms will take precedence in relation to that service.
Any quotation, written agreement or other terms specifically agreed with the customer may also form part of the agreement between EDENS and the customer.
EDENS may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal and regulatory requirements.
The version of the Terms & Conditions applicable to a booking or agreed service will normally be the version in effect when that booking or service is agreed, unless a change is required by law or subsequently agreed with the customer.
The current version of our Terms & Conditions will be available on the EDENS website.