Our Terms and Conditions
A quick overview of how we work, your rights, and our mutual responsibilities.
Clear Terms And Conditions For Expert London Tree Surgeons
At London Tree Surgeons, we pride ourselves on being a family-run business that operates with the efficiency and compliance of a large contractor. With 11 teams on the road, having a clear set of guidelines ensures that every job runs on schedule, safely, and to the high standards we are known for.
While you must read our full Terms and Conditions document before accepting a quotation, we have summarised some key information below for your convenience.
Bookings & Invoicing
When you accept our quote, you agree to our terms and must provide the correct invoicing details at the outset.
- Admin Fees: If you request to change invoicing details after the work is complete, an administrative fee of £12.50 applies. If incorrect details are provided and we have to chase them, this fee rises to £25.00.
Cancellations & Postponements
We understand that plans change. You have a statutory 14-day “Cooling-Off Period” to cancel the contract in writing. However, late cancellations significantly affect our logistics.
- Short Notice: If you cancel within 48 hours of the scheduled start date, we cannot reallocate the team. In this instance, you may be liable for up to 100% of the total contract cost.
On-Site Operations
- London Wildlife: We adhere to the Wildlife and Countryside Act 1981. If we find nesting birds or roosting bats, we may legally have to delay the work. We will not break the law to finish a job, and we ask for your understanding if nature causes a delay.
- London Stump Grinding: We grind to a depth of either 150/200/250/300mm or as otherwise stated in the quotation below the immediately adjacent ground level. Our London stump grinding service includes the grinding of the stump and buttress roots, but not the lateral roots unless otherwise specified. Unless specified otherwise, the arising wood chips/stump grindings are used to backfill the hole. We do not take stump grindings away unless agreed in the quote.
- London Tree Planting Guarantee: We offer a 10-year guarantee on trees we plant, provided they are watered and maintained correctly (excluding Acts of God or vandalism).
Permissions for working on protected trees in London
We will always check to confirm whether your trees are in a Conservation Area or subject to a TPO; however, we would appreciate it if you could let us know if you are already aware that your tree/s are protected. It is your responsibility to check whether your tree/s are legally protected in any other way, for example, by a covenant.
- We Can Help: We are happy to handle the applications to work on protected trees on your behalf. However, if we secure permission and you subsequently choose not to use us for the work, an administration charge of £75 applies.
Visit our dedicated tree preservation orders London page for more information about how to get permission to work on protected trees in London.
Tree Surgeon Insurance
We hold £10 million in Public and Employers’ Liability Insurance for physical activities and £2 million in Professional Indemnity Insurance for consultancy work. For more information about our insurance policies and proof of insurance, visit our tree surgeon insurance page.
Payment Terms
- Timeframe: Payment is due within 3 days of completion of the work outlined in the written quotation.
- Late Fees: We reserve the right to charge interest on late payments at the prevailing UK court rate. Additionally, a fee of £12.50 applies for each payment reminder sent (up to three reminders).
Complaints Procedure
We are a Which? Trusted Trader and strive for 100% satisfaction. If something isn’t right, please follow our 3-step procedure:
- Please speak to the Lead Climber/team leader immediately while they are on-site, as we can resolve most things there and then.
- Email the Office within 48 hours with photos if the issue remains unresolved (Our management team will respond within 5 working days).
- Third-Party Resolution: If we are unable to resolve it, we will refer the complaint to Ombudsman Services Ltd via Which? Trusted Traders.
Our Full Terms And Conditions
For our full terms and conditions, including the cancellation form and detailed clauses, please download the PDF below.
[Download Terms & Conditions PDF]
Have Questions? Our office team is happy to clarify any of these points before you book.
