SURREY LANDSCAPE GARDENERS LTD values our clients’ consumer rights and the careful planning of every project. To ensure that landscape construction, garden improvements, and outdoor property projects proceed in an orderly manner, we have established the following policy regarding service cancellations and the right of withdrawal. This policy applies to clients who have engaged with us via our website, confirmed a project, paid a deposit, or purchased construction-related services.
Should a client need to cancel a confirmed project due to personal circumstances, changes in project plans, or other reasons, please submit a cancellation request via our website contact form or by email.
To allow us to adjust our staffing, material procurement, and project schedules effectively, we kindly ask that cancellation requests be submitted at least 48 hours prior to the scheduled start date.
Cancellation requests should include the following information:
Client’s full name and contact details.
Project name or relevant order number.
Original scheduled start date and project address.
A brief explanation for the cancellation.
Upon receipt of your request, we will verify the status of the project and confirm the next steps regarding the cancellation and any necessary payment adjustments.
For projects with a confirmed start date, clients should, in principle, provide at least 48 hours’ notice if they wish to reschedule or cancel.
Cancellations made 48 hours or more in advance: We will process the cancellation and any applicable refunds based on the project’s current progress, costs already incurred, and relevant legal requirements.
Cancellations made with less than 48 hours’ notice: Clients may still submit a cancellation request; however, they may be liable for costs reasonably incurred—such as expenses for materials, project preparation, or other project-related outlays—as permitted by law.
If work has already commenced: Costs will be calculated based on the work completed to date, actual expenses incurred, and applicable legal provisions.
The 48-hour notice requirement is intended for project scheduling and operational planning; it does not limit a client’s 14-day right of withdrawal or any other statutory consumer rights.
For eligible consumer service contracts entered into remotely (e.g., online), relevant consumer protection regulations in the UK and the EU may grant consumers a statutory 14-day right of withdrawal.
Where applicable, this 14-day period generally begins from the date the service contract is concluded. Within the statutory cancellation period, consumers may notify us to cancel an eligible service contract without providing a reason.
To exercise the right of cancellation, consumers should submit a clear notice of cancellation via the contact channels provided on our website, including their name, the project number, and relevant contract details.
For consumers entitled to a 14-day statutory cancellation period, we will process the cancellation and any applicable refunds in accordance with relevant laws.
If a client explicitly requests that work begin before the 14-day statutory cancellation period expires, this request must be clearly stated in the contract confirmation or related arrangements.
Where required by applicable law, we may need to obtain the client’s explicit request to commence services early, along with any necessary acknowledgments.
If a client exercises their right of cancellation during the cancellation period after having explicitly requested an early start to the work, they may be required to pay a reasonable fee proportional to the services already performed.
If the services have been fully completed within the 14-day cancellation period, the right of cancellation may no longer apply, provided that the consumer gave explicit consent for the services to begin early and acknowledged that they would lose their right of cancellation once the services were fully completed.
Certain prices listed on the website represent deposits for landscaping projects or agreed-upon milestone payments; they do not necessarily reflect the final total cost of the entire project.
Should a client cancel a project or exercise their statutory right of cancellation, we will handle the relevant funds as follows:
For projects that have not yet commenced, refunds will be assessed in accordance with applicable law and the agreement between the parties.
Reasonable costs already incurred for material procurement and project preparation will be accounted for based on applicable law and the terms of the contract.
For projects where work has partially commenced, the amount payable will be determined based on the proportion of services actually completed and in accordance with applicable law.
Any funds already paid that are subject to a refund under the law will be processed accordingly.
We will not impose unreasonable cancellation fees solely because a client has exercised their statutory right of cancellation.
6. Cancellation or Adjustment of Construction Arrangements by the Company
If we are unable to carry out construction as originally scheduled due to adverse weather, issues with material supply, on-site safety conditions, or other reasonable grounds, we will endeavor to notify the client in advance and consult on adjusting the construction dates or project arrangements.
Should it become impossible to proceed with the project, we will address matters concerning payments and subsequent steps in accordance with the agreement between the parties and applicable law.
Clients may submit a request for cancellation or withdrawal via the contact form on our website or by email.
To facilitate prompt processing, please include the following information in your request:
Client’s full name.
Project or order number.
The specific service(s) to be cancelled.
The originally scheduled construction date.
The reason for the cancellation or withdrawal (no reason is required for a statutory right of withdrawal).
Upon receipt of your request, we will verify the relevant project and payment records, and provide a response regarding the outcome, in accordance with applicable law and the specific circumstances of the project.
This policy shall be interpreted in accordance with applicable consumer protection laws of the United Kingdom and the European Union. For eligible consumers, statutory rights of withdrawal, rights to a refund, and other consumer rights shall not be unduly restricted by this policy or any other provisions within the contract between the parties.
In the event that any provision of this policy conflicts with mandatory consumer protection requirements under applicable law, the provisions of the applicable law shall prevail.
