Terms and Conditions

The introductory service

Tree Surgery London’s published model is to act as an introductory agent for service providers. An enquiry can lead to an available provider being designated for the requested job. The customer and that provider are the parties to the service contract, as identified in the relevant booking information.

Before accepting, read the provider’s identity, work description, price and service terms. A general website page is not a substitute for those details. If the information supplied does not make clear who will carry out the work or which terms apply, ask for clarification before agreeing or paying.

Enquiries and quotations

Provide accurate information about the location, requested work and known constraints. Photographs and measurements can assist, but an initial estimate may require confirmation after an appropriate site check. The provider should identify what remains provisional and what has been included in a firm quotation.

The agreed scope should identify the trees or areas, the operation, material handling and intended finish. Confirm applicable VAT, payment arrangements and exclusions. The prices guide explains common factors but does not create a fixed tariff or a promise that every job with the same service name costs the same amount.

Consent to work and access

The customer should have authority to commission the work and arrange relevant access. Shared routes, neighbouring property and third-party land should not be assumed to be available without agreement. Where a representative books for another person or organisation, their authority to approve work and changes should be clear.

Planning controls, protected trees, wildlife and other restrictions can affect the proposed operation. Responsibility for checks or applications should be stated in the booking scope. A date or quotation does not establish that every permission has been granted, nor does one consent override unrelated legal requirements.

Changes and unexpected conditions

If the site differs materially from the information supplied or an additional condition is found, the proposed work may need review. Any change affecting the task, price or timing should be explained and agreed before additional work proceeds. Keep a record of the variation with the original specification.

Customer-requested changes also need agreement. A request made during a visit should not be assumed to be free or automatically appropriate. The provider may need to assess competence, equipment, access or permission before accepting another task.

Appointments, cancellation and payment

The booking confirmation should state the relevant appointment, payment and cancellation arrangements. Any statutory rights depend on the circumstances and applicable law and are not removed by a general website statement. Ask for the information applying to the way your particular contract is concluded.

Confirm the visit time and applicable cancellation arrangements in the booking information. If you need to rearrange, use the established contact route promptly and retain the booking reference. Verify unexpected requests to change payment details through a known contact before transferring money.

Concerns about the service

Raise a concern promptly using the booking contact, with the agreed scope and a clear explanation of the issue. The published service arrangements identify Tree Surgery London as a primary contact during provision of the work, while the provider remains responsible for the service it has contracted to perform.

Keep relevant photographs and communications where they can safely be obtained. Give the responsible party a clear account of the outcome you are requesting. Nothing on this page excludes or restricts liability or consumer rights where doing so would be unlawful.

Website guidance and imagery

The educational content describes general considerations and cannot establish the condition of a particular tree, surface or property. It is not a set of instructions for carrying out hazardous operations. Obtain advice appropriate to the actual site and commission formal reports separately where required.

Images support the service descriptions and are not a record offered as evidence of completed company projects. Ask the appointed provider for evidence relevant to the particular operation you are considering.

Privacy and contact

Use the privacy notice and cookie policy for information about website and enquiry data. External guidance links have their own terms and policies. They do not mean that a government body or professional organisation endorses this particular service.

For a question about a booking or these arrangements, contact Tree Surgery London on 020 3404 3305. Identify the relevant reference and the issue to be clarified, so it can be directed to the appropriate party without unnecessary personal information.