Residential Terms & Conditions
1.1 Regular Garden Maintenance
1.2 One-Off Works
1.3 Scheduling & Frequency
2.1 Cancellations & Changes
2.2 Property Access
2.3 Customer Availability
3.1 Scope of Work
3.2 Weather & Ground Conditions
3.3 Existing Plants, Features & Services
4.1 Plants & Materials
4.2 Green Waste & Disposal
4.3 Additional Work
5.1 Customer Responsibilities
5.2 Problems & Remedial Work
5.3 Consumer Rights
1. Bookings & Regular Services
1.1 Regular Garden Maintenance
Regular garden maintenance is provided according to the frequency, duration and general scope agreed with the customer.
The amount of work that can be completed during each visit will depend on the time booked, seasonal growth, weather and ground conditions, and the condition of the garden at the time of the visit.
Unless a specific result or task has been separately agreed, regular maintenance visits are provided for the booked period and EDENS will prioritise appropriate garden maintenance work within that time.
Where seasonal conditions or other circumstances mean that a usual task is unnecessary or unsuitable, EDENS may carry out other appropriate work within the agreed scope of the service.
1.2 One-Off Works
One-off residential work will be carried out according to the scope agreed with the customer and, where applicable, the quotation provided.
Any work requested outside the agreed scope may require additional time, materials or charges and will be discussed with the customer before significant additional work is undertaken.
Where the condition of the garden or property differs materially from the information available when the work was quoted, EDENS may discuss changes to the scope, price or time required before proceeding.
1.3 Scheduling & Frequency
Regular visits will normally be scheduled according to the agreed frequency, but exact dates or times may occasionally need to change because of weather, seasonal requirements, bank holidays, illness or other operational circumstances.
Where a regular visit needs to be rearranged, EDENS will provide as much notice as reasonably practicable.
The frequency of regular maintenance may be reviewed where seasonal growth, the condition of the garden or the customer's requirements change.
That gives you the complete Residential introduction + Section 1, without duplicating all the General Terms we have already spent half our natural lives constructing.
2. Cancellations & Access
2.1 Cancellations & Changes
2.2 Property Access
2.3 Customer Availability
Residential customers should provide at least 48 hours' notice if they wish to cancel or significantly change a confirmed visit.
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 a regular visit is cancelled or postponed, EDENS cannot guarantee that an alternative appointment will be available before the customer's next scheduled visit.
Regular booking slots are reserved specifically for each customer. Repeated cancellations or requests to reschedule, even where sufficient notice is given, may result in the regular booking arrangement being reviewed.
EDENS reserves the right to amend, reduce or withdraw a regular booking slot where it cannot be used consistently.
We understand that genuine emergencies and circumstances outside a customer's reasonable control can occur and will deal with these situations fairly and reasonably.
Customers are responsible for ensuring that EDENS can safely access the garden and any areas required to carry out the agreed work.
Gates, entrances and other access points should be unlocked or appropriate access arrangements provided before the scheduled visit.
Where access cannot be obtained and the agreed work cannot be carried out, the visit may be treated as an aborted visit or cancellation and a charge may apply.
Any keys, access codes or other access arrangements provided to EDENS will be handled in accordance with our General Terms & Conditions.
Customers do not normally need to be present during a scheduled visit provided suitable access has been arranged and EDENS has sufficient instructions to carry out the agreed work.
Where the customer's presence, approval or instructions are necessary for particular work, the customer should make suitable arrangements to be available or contactable.
If work cannot reasonably proceed because required instructions or approval cannot be obtained, EDENS may postpone that part of the work until the customer can be contacted.
3. Garden Work & Site Conditions
3.1 Scope of Work
3.2 Weather & Ground Conditions
3.3 Existing Plants, Features & Services
EDENS will carry out the garden maintenance or other work agreed with the customer within the time and scope booked.
Where a visit is booked for a set period, EDENS will carry out as much appropriate work as reasonably possible within that time, but cannot guarantee that every task requested will be completed during a single visit.
Priorities may be agreed with the customer where the amount of work required exceeds the time available.
Work outside the agreed scope may require additional time, materials or charges.
Garden work is subject to suitable weather and ground conditions.
EDENS may postpone, alter or limit particular tasks where conditions make the work unsafe, impractical or likely to cause unnecessary damage to lawns, borders, plants, property or equipment.
Where appropriate, other suitable maintenance tasks may be carried out instead during a regular scheduled visit.
Customers should inform EDENS of any plants, features, boundaries, irrigation systems, cables, pipes, underground services or other items requiring particular care where their presence or location would not reasonably be apparent.
EDENS will take reasonable care when working around existing plants, structures and garden features.
We cannot accept responsibility for damage resulting from hidden, incorrectly installed or undisclosed services, defects or features that could not reasonably have been identified before work commenced.
4. Materials, Waste & Additional Work
4.1 Plants & Materials
4.2 Green Waste & Disposal
4.3 Additional Work
Where EDENS supplies plants, soil improvers, mulch, materials or other products, these will be selected and supplied according to the agreed work and subject to availability.
Natural variation in plants and other natural materials is to be expected. Plant size, shape, colour and appearance may vary between individual specimens and from photographs or examples.
Where a specified product or plant is unavailable, any material substitution affecting the appearance, specification or price of the agreed work will be discussed with the customer before proceeding.
Regular Garden Maintenance rates include reasonable use of small, low-cost materials and consumables required during routine maintenance. These may include grass seed for minor repairs, lawn treatments, plant ties, clips, twine, small fixings and similar routine consumables.
These materials are provided on a fair-use basis. Bulk materials, larger quantities and higher-cost products are not included and will be charged separately where required. These may include compost, soil improvers, topsoil, mulch, bark, manure, plants and larger quantities of lawn or garden products.
Where one-off works require plants, materials or other products to be purchased specifically for the job, EDENS may require payment for those materials in advance.
If the customer cancels after materials have been ordered or purchased specifically for the work, the customer remains responsible for costs which EDENS cannot reasonably recover. These may include non-returnable materials, supplier restocking charges and delivery, collection or courier costs.
Where materials can be returned, any refund due will be calculated once the return has been completed and any supplier refund or credit has been received by EDENS. Reasonable non-recoverable costs associated with the return may be deducted from the amount refunded.
Green waste and other arisings will only be removed where waste disposal forms part of the agreed service or quotation.
Where waste removal is not included, arisings may be left at the property in an appropriate location agreed with the customer.
Unexpected or additional quantities of waste outside the agreed scope may result in an additional disposal or handling charge.
EDENS is not responsible for removing household waste, building waste or other pre-existing waste unless this has been specifically agreed.
Customers may request additional work during a regular visit or one-off booking, subject to sufficient time, equipment and materials being available.
Where additional work can be completed within the existing booked time without materially changing the agreed service, EDENS may accommodate the request where reasonably practicable.
Work requiring additional time, materials, specialist equipment or a separate visit may be subject to an additional charge or separate quotation.
Where appropriate, EDENS will agree any significant additional cost with the customer before proceeding.
5. Residential Customers
5.1 Customer Responsibilities
5.2 Problems & Remedial Work
5.3 Consumer Rights
Customers are responsible for providing accurate information about the property and any matters that may affect the safe or effective provision of the agreed services.
Gardens and work areas should be reasonably accessible and, where appropriate, customers should remove or secure items that could obstruct the work, including toys, furniture, pet waste and other movable objects.
Customers are responsible for ensuring that children, pets and other persons are kept safely away from working areas, machinery and equipment while work is being carried out.
If a customer has a concern about work carried out by EDENS, they should contact us as soon as reasonably possible so that we have an opportunity to investigate.
Where appropriate, EDENS should be given reasonable access to inspect the work and, where justified and reasonably practicable, an opportunity 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.
Nothing in these Residential Terms & Conditions or our General Terms & Conditions is intended to exclude or restrict any rights or remedies available to residential customers under applicable consumer law.
Where the law gives a customer rights that cannot legally be excluded or limited by these Terms & Conditions, those rights will continue to apply.
If any provision of these Terms & Conditions conflicts with a customer's statutory rights, the statutory rights will take precedence.