Booking & Service Delivery
Quotes, Consultations
& Materials
Payments, Disputes 
& Liabilities
Website & Privacy

 

Garden Maintenance is ongoing care carried out on a regular schedule (for example weekly or fortnightly).

Garden Projects & Landscaping is one-off or occasional work quoted as a standalone piece of work.

 

These Terms and Conditions apply to all services provided by Edens Of Wonersh  (Edens OW). 

By accepting a quote, booking work, requesting a service, continuing with ongoing appointments or making payment, you agree to these terms.

Terms & Conditions

1.1 Scope of work

All work is agreed in advance via written or verbal communication. If the scope changes, pricing may change.

 

Examples of changes or unforeseen issues include hidden tree stumps, unmarked underground pipework, significant overgrowth beyond what was visible at quoting stage, access restrictions, or additional requests during a visit (for example hedge cutting, waste removal or extra planting).

 

Any additional work or changes to scope must be confirmed with EDENS before work continues, either as a revised quote or a variation agreed in writing.

 

1.2 Working hours & visit lengths

Edens OW operates within normal daytime working hours, which may be adjusted slightly through the year for safety and daylight.  Our standard working window is approximately 08:00–17:00 for most of the year and 08:00–16:00 in winter.

  • A full day visit means a single visit of up to 8 working hours within our normal working window.
  • A half day visit means a single visit of up to 4 working hours within our normal working window.

Loading, unloading and short comfort breaks are included within the booked time. Where we describe a visit as a half day or full day, this refers to the number of working hours allocated.

 

1.3 Access Requirements

Clients are responsible for ensuring access to the property and work area at the agreed date and time.

If we are unable to carry out the visit due to lack of access (or no one being home where access is required), a fee of up to 50% of the scheduled visit value may apply to cover lost time and travel.

 

For Garden Projects & Landscaping, accepted work, ordered materials and deposits are handled under Section 2.

 

1.4 Cancellations & Rescheduling

Please provide at least two full working days' notice to cancel or reschedule a booking.


Late cancellations may be subject to a fee of up to 50% of the scheduled visit value. As a small team with a busy schedule, short-notice cancellations often mean we’re left with unused time that could have been offered to another client.

 

Consultations, deposits and accepted Garden Projects & Landscaping work follow the rules set out in Section 2.

 

1.5 Weather & Safety

In cases of extreme weather or unsafe working conditions, we may need to reschedule at short notice. No fees will apply for delays caused by safety concerns.

 

Some tasks cannot be completed safely or to a proper standard in certain conditions (for example frost, high winds, heavy rain or extreme heat). Where this applies, we will pause, adjust the plan or reschedule as needed.

 

We understand that genuine emergencies happen and if you’re unable to give the usual notice due to unexpected circumstances beyond your control, we’ll aim to be fair and reasonable.

 

1.6 Our Team & Subcontractors

EDENS may deliver visits using our in-house team, self-employed subcontractors or a combination of both. This allows us to maintain continuity of service, cover holidays and illness, and bring in specialist skills where needed.

 

All team members and subcontractors working under EDENS are expected to meet our standards of professionalism, workmanship and conduct. Where required, subcontractors must hold appropriate public liability insurance and comply with relevant health and safety requirements.

 

All bookings, scope, scheduling, variations and pricing are managed through EDENS. Clients must not make separate arrangements, provide separate instructions or make direct payments to any team member or subcontractor. Any additional work requests, changes to scope, or approvals must be confirmed with EDENS in writing before work proceeds.

 

We aim for consistency where possible, but we cannot guarantee a specific individual will attend each visit unless agreed in writing in advance.

 

1. Booking & Service
Delivery

2. Quotes, Consultations
& Materials

2.1 Quotes & Estimates

An estimate is a best-effort guide based on the information available at the time and may change once work begins. A quote is a fixed price for an agreed scope, subject to the assumptions below.

Validity

  • For regular Garden Maintenance, quotes and estimates are valid for 7 days from the date issued unless stated otherwise
  • For Garden Projects & Landscaping, quotes are valid for 14 days from the date issued unless stated otherwise

All quotes are based on the information available at the time of quoting, including access, scope, condition of the area, waste volumes and any measurements taken during a site visit.

If the scope changes, the price may change. Prices for plants, materials and third-party items can change due to supplier pricing and availability. If there is a significant change after a quote is issued, we will contact you before proceeding.

If unforeseen site conditions are discovered that were not reasonably visible or identifiable at the time of quoting (for example hidden stumps, buried debris, unmarked pipework, rotten structures, restricted access), this may require a revised quote or a separate quote for the additional work.

2.2 Garden Projects & Landscaping

Most Garden Projects & Landscaping work requires a paid consultation before we can provide an accurate quote.

Consultations for Garden Maintenance are typically included as part of the booking process and are not charged separately.

Project consultations are chargeable and are payable in advance to secure the appointment.

  • Tier 1 Consultation: £50
  • Tier 2 Consultation: £100

EDENS will confirm the appropriate tier when the consultation is booked.

Cancellations & rescheduling (project consultations)

  • If you cancel two full working days or more before the appointment, the consultation fee is refunded in full
  • If you cancel less than two full working days before the appointment, the consultation fee is non-refundable
  • One "reschedule" is permitted without an additional fee, provided you give two full working days’ notice
  • A second reschedule requires a new consultation fee to book a new appointment
  • If you cancel after you have already rescheduled once, the consultation fee is not refunded

Credit of consultation fee 

  • If you accept the quote within 14 days of receiving it, the consultation fee for the completed consultation is deducted from your final invoice.
  • If more than one consultation fee has been paid due to rescheduling, only the fee for the final completed consultation is deductible. Any forfeited fees remain non-refundable and are not deductible.

2.3 Deposits & Ordering Materials

For Garden Projects & Landscaping, once a quote has been accepted we require a deposit before ordering materials.

  • Materials deposit: typically 100% of the estimated materials cost
  • Materials are ordered only once the deposit has cleared
  • Start dates are confirmed once the deposit has cleared and scheduling is agreed

Where a project includes bespoke or made-to-order items, supplier lead times or non-returnable materials, the deposit may be higher. This will be confirmed in writing before you accept the quote.

If a project is cancelled after acceptance, you remain responsible for any non-recoverable costs, including materials already ordered or purchased on your behalf, supplier restocking fees (a charge some suppliers apply for accepting returns) and delivery or collection charges.

Where materials can be returned, any supplier refund received will be passed back to you once the return has been completed and the supplier credit has cleared. Refunds are not issued until we have confirmation of what has been successfully returned.

Any refund due will be reduced by any costs we have already paid that are not recoverable, including delivery, collection or courier costs, restocking charges and reasonable handling time involved in arranging returns.

2.4 Materials, Products & Fair Use

For regular Garden Maintenance visits, our hourly rate includes a reasonable amount of small materials on a fair-use basis per client. This can include lawn feed, grass seed for small patch repairs, plant ties, clips and twine, small fixings, weed-control consumables and similar low-cost items used in the course of routine maintenance.

Bulk materials and higher-cost inputs are not included within fair use. This includes compost, mulch, manure, topsoil, bark, large quantities of soil improvers and any materials supplied in multiple bags.

This operates on a fair-use basis with an approximate materials allowance of up to £70 per client per year.

Garden Projects & Landscaping work, specialist materials, high-volume disposal and anything beyond fair use will always be quoted and charged separately, with costs agreed in advance.

 

 

 

3. Payments, Disputes 
& Liability

 

3.1 Payment Terms

Garden Maintenance is typically invoiced monthly and is due within 7 calendar days of issue unless otherwise agreed in writing.

 

Garden Projects & Landscaping is invoiced as set out in the quote. This may include staged payments, such as a deposit before materials are ordered or dates are secured.

  • Unless the quote states otherwise, the final balance is due within 14 calendar days of the final invoice.
  • Where a project requires third-party specialists, EDENS may require payment in advance (in whole or in part) to secure specialist bookings and cover non-recoverable costs.

Payment is treated as received once the funds have cleared in our account. Bank details are shown on your invoice.

Where an account is overdue, we may pause future visits and suspend ongoing work until the balance is cleared.

 

3.2 Late Fees & Charges

Garden Maintenance invoices are due within 7 calendar days of the invoice date.

  • If payment has not been received within 14 calendar days of the invoice date, we may add a £25 late payment administration fee.
  • If the invoice remains unpaid after 21 calendar days of the invoice date, we may add a further £25 administration fee and begin debt recovery.

Garden Projects & Landscaping invoices are due within 14 calendar days of the invoice date (unless the quote states otherwise).

  • If payment has not been received within 21 calendar days of the invoice date, we may add a £25 late payment administration fee.
  • If the invoice remains unpaid after 28 calendar days of the invoice date, we may add a further £25 administration fee and begin debt recovery.

Where permitted by law, we may also charge reasonable costs incurred in chasing overdue payments.

 

3.3 Debt Recovery & Legal Action

If an invoice remains unpaid, we may pursue recovery through the Small Claims process or a third-party debt recovery service.

 

For business customers, we reserve the right to charge statutory interest and fixed compensation on overdue invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (as amended), where applicable.

 

Where the court allows, we may seek to recover court fees, enforcement fees and reasonable administrative costs incurred in pursuing payment.

 

Where applicable, we may also claim statutory interest on overdue sums (for example interest claimed under section 69 of the County Courts Act 1984 at 8% per year), in addition to any fees and costs the court allows.

 

Court fees vary depending on the value of the claim and the method used, and we will add the applicable court fee to the amount we seek to recover, where permitted by the court.

 

3.4 Refunds & Disputes

If you are not happy with work completed, please contact us within 48 hours so we can resolve the issue quickly and fairly.

 

Where a full visit has been carried out, labour costs remain chargeable in full. If there is a genuine concern with the outcome or service, we may offer a practical remedy. This may include a follow-up visit to address the issue or a goodwill adjustment at our discretion.

 

Refunds are not offered for changes of mind where the agreed work has been completed.

 

3.5 Liability

We take reasonable care while carrying out work. EDENS cannot be held responsible for damage to underground cables, pipes or hidden installations not clearly identified by the client in advance.

 

We are not responsible for pre-existing faults or structural issues, including unstable fencing, loose paving, rotten decking, deteriorated brickwork, unstable retaining edges, or any surfaces that are already damaged or poorly supported.

 

Clients are responsible for ensuring valuables are removed or protected in the work area. EDENS cannot accept liability for loss or damage to items that are left in working areas, or for theft by third parties.

 

3.6 Insurance 

EDENS maintains appropriate public liability insurance. Where we use self-employed subcontractors, they are required to hold their own public liability insurance suitable for the work being carried out.

 

If an incident occurs, EDENS will manage communications and, where appropriate, the matter will be handled through the relevant insurer depending on the circumstances and who carried out the work. This does not affect your statutory rights.

 

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

4. Website & Privacy

4.1 Intellectual Property

Unless otherwise stated, all content on this website (including text, images, graphics, branding and layout) is owned by EDENS.

 

You may view, download and print pages from this website for your personal use.

 

You must not copy, reproduce, republish, sell, rent, sub-license, store, transmit, distribute or exploit website content for commercial purposes without written permission from EDENS.

 

4.2 External Links

This website may contain links to third-party websites for convenience.

 

EDENS does not control third-party websites and is not responsible for their content, availability, security or privacy practices.

 

Accessing third-party websites is at your own risk.

 

4.3 Reporting Issues

If you notice an error on the website, a broken link, an accessibility problem or anything that does not display correctly, please let us know.

 

admin@edensow.co.uk

 

4.4 Privacy Policy

EDENS collects and uses personal data to respond to enquiries, provide services, manage bookings, issue invoices and maintain our client relationship.

 

Personal data may include your name, address, contact details, booking information, photographs of the garden (where relevant to the work), and messages sent to us by email or WhatsApp.

 

4.5 Photography, Before & After

We may take photographs of your garden for work records, quoting and quality control.

 

If we would like to use any photographs for marketing (for example on our website, social media, or a before-and-after gallery), we will ask for your explicit permission first. You can refuse and it will not affect your service.

 

If you give permission and later change your mind, you can withdraw it and we will remove the images from future use as soon as reasonably practical.

 

We do not publish client names or addresses alongside images.

 

We do not sell personal data.

 

We may share relevant information with members of our team and self-employed subcontractors where required to deliver a booked visit or project. Where specialist trades are involved, we may share the minimum information needed to quote, plan or deliver the work.

 

4.6 Embedded Content

Pages on this website may include embedded content such as maps, calendars or media.

 

Embedded content behaves in the same way as if you had visited the third-party website directly and may collect data such as your IP address, device information and usage data, depending on the third party’s settings and policies.

 

4.7 Cookies

This website may use cookies and similar technologies to help the site function, understand how it is used and improve performance.

 

You can control and delete cookies through your browser settings. Disabling cookies may affect some website functionality.

 

4.8 Data Protection

EDENS processes personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

We aim to ensure that personal data is:

  • processed lawfully, fairly and transparently
  • collected for specific, legitimate purposes
  • limited to what is necessary
  • accurate and kept up to date
  • kept secure
  • retained only as long as needed

If you would like to access, correct or delete personal data we hold about you, please contact admin@edensow.co.uk.

 

Where a legal or accounting obligation applies (for example invoices and payment records), we may retain records for the required period.

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