Business Terms & Conditions
Lawn Tiger – Business Terms & Conditions v.3.4
1. Definitions:
“Lawn Tiger” “Our”, “Ours”, “Us” “We” means Lawn Tiger Limited trading as Lawn Tiger. Our correspondence address 33 Haroldslea Drive, Horley, Surrey, RH6 9DT. You can also contact Lawn Tiger by email [email protected] or call 01293 974358. Our registered address is Figures House, 24 Brighton Road, Salfords, Surrey, United Kingdom, RH1 5BX.
“Customer”, “You”, “Your” means a Customer requesting an estimate, quotation, lawn survey and/or accepting services provided by Lawn Tiger.
“Writing” means email, text or letter.
2. Quotes & Estimates:
Quotes & Estimates are valid for 30 days, after which values and work details may be subject to change. The price quoted or estimated for work includes all labour and materials and VAT, unless otherwise stated.
Lawn Tiger may provide quotes based on an estimated lawn size whether provided by the customer or using online lawn measurement tools. The customer accepts that the quoted price may be subject to change if the lawn is measured onsite, during the first treatment visit, and is a larger size or the customer requests additional lawn areas to include. We will advise of any necessary price increase and seek your agreement to proceed before performing any services.
Lawn Tiger provides quotes when we have availability to complete the work in the advised time period. However, during peak times of the year, such as early Spring and early Autumn, particularly for lawn renovation work, Lawn Tiger does get fully booked quickly. We cannot guarantee availability until the Customer accepts the quote in writing and we accept your order.
All work undertaken will be agreed between Lawn Tiger and the Customer prior to the start date and all work will be completed by Lawn Tiger and or its subcontractors unless otherwise agreed. In the absence of express written agreement to the contrary such goods and/or services are tendered or delivered and work undertaken upon and subject to these terms and conditions only.
3. Our Agreement with You
We will accept your order when we contact you to confirm it. Typically done by email summarising the services agreed. At that point, a legal agreement will be made between you and us.
If we are unable to accept your order, we will let you know and won’t charge you for the service. This could be due to, but not limited to, unsuitable parking at your property, unsafe or unsuitable access to your lawn, unexpected shortages, an error in the price or description, or because we can’t meet your requested requirements or timescales.
4. Our Services
Our services are described on our website, in our brochures, and in our other materials.
Because lawn care involves natural processes, the time it takes and the final results may vary. This can be affected by things like soil conditions, weather, animal damage, weeds spreading naturally from outside your garden, and pests that our services don’t cover. These factors are outside our control.
For the best lawn results and outcome, we recommend you follow the advice given from your lawn technician, the afterservice email and the guidance available on our website.
5. Cancellation:
You can cancel our services any time, by emailing [email protected] or post to Lawn Tiger Limited, 33 Haroldslea Drive, Horley, Surrey, RH6 9DT and must pay any outstanding balance within 7 days.
Your right to change your mind. If you buy a service from us away from our premises, you have the legal right to change your mind within 14 days and get a refund if you have made a payment.
You have 14 days from the date we confirm we are providing the service to change your mind. However, if we have already completed the service, you cannot change your mind, even if the 14 days haven’t passed.
You will be notified of service visits by email or phone. If you cancel after we’ve started the service at your property, but before completion, you will need to pay for the full service(s) completed up to that point.
You don’t have the right to cancel if:
- You asked us to start the service before the end of the 14-day cancellation period, and we have now finished the work.
- You bought a product that has been mixed inseparably with something else after delivery or completion of a service.
6. Errors & Omissions:
Despite our best efforts, errors or omissions may happen. We will normally check prices before confirming your quote acceptance and/or before performing the quoted service. However, if we have provided a quote and the stated price is found by Lawn Tiger to be incorrect and lower than our standard price list, we will contact you to explain the pricing error, advise of the correct price and seek your instructions before performing the service. You will have the right to cancel the quoted service if you do not wish to accept the service at the correct higher price.
If we accept and process your quote where a pricing error is obvious and unmistakable, and could reasonably have been recognised by you as a mispricing, we may end the agreement, refund you any sums you have paid and not perform the services.
Any additions and/or alterations to the quotation shall be properly treated as variations and subject to written instructions and additional payments may be required to cover the agreed changes, if required.
If we discover that a service requires more work than originally quoted for due to unforeseen circumstances or environmental factors, we would not carry out the quoted work, but instead provide a new quote for the appropriate level of work and await your agreement. We may also, on occasion, discover that we are unable to perform a service altogether and would instead recommend an alternative course of action. Unforeseen factors may include, but are not limited to, the following:
- The discovery of significant levels of sub-surface thatch;
- The discovery of significant levels of grubs in the lawn (such as chafer grubs or leatherjackets);
- The discovery of large stones or any other buried items in the lawn that can cause damage to our machinery or may cause harm to our staff, the public or your property.
- Access to the lawn has changed resulting in unsafe or impractical access for our staff, equipment or machinery.
7. Title of Goods & Stock:
Lawn Tiger may need to purchase goods or stock to complete the agreed service or treatment including when delivered to the Customer’s agreed property. Such goods or stock will remain the property of Lawn Tiger until paid for in full by the customer. Lawn Tiger will always retain title to excess delivered stock and will remove it from site.
8. Complaints, Accidents & Damage:
The Customer must notify Lawn Tiger of any complaint within 3 weeks of the completed service or treatment. The notification must be emailed to [email protected] or written to 33 Haroldslea Drive, Horley, Surrey, RH6 9DT. Lawn Tiger will endeavour to acknowledge your complaint within two business days. Lawn Tiger will consider that basis of your request and any investigation in accordance with their complaints policy. The customer will be kept informed of the outcome.
Lawn Tiger, or their insurer in the event of a claim or Lawn Tiger’s sub-contractor, will make good any damage to the Customer’s property caused by Lawn Tiger or their subcontractor whilst undertaking the services or treatment. However, Lawn Tiger is not responsible for the cost of repairing any pre-existing faults or damage to the Customer’s property that Lawn Tiger discovers whilst providing the services.
Lawn Tiger is not able to accept responsibility for damage to (or cost involved with) any underground or overhead hazards, obstructions or utility services not made known by the Customer to Lawn Tiger in writing prior to commencement of the quoted treatment or service. Note that aeration service can penetrate soil up to 13cm deep.
9. Lawn Treatments:
To provide a quality service to our customers, some lawn treatments and services may be performed on the same visit. Pricing is based on a per service basis, not a per visit basis, even if you have prepaid or pay by monthly instalments.
For example, and subject to the exact services on a customer’s account, in the Annual Treatment Plan the Early Summer Lawn Feed and Lawn Weed Treatment may both be done on the same visit. Similarly, the Autumn Lawn Feed and Autumn Moss Treatment will normally be done on the same visit. Other services, including but not limited, to aeration, soil improver and lawn hydration may be completed on the same visit as other treatments. The full agreed cost for each service is payable even if more than one service is completed on any visit. The customer will receive advance notification of the planned visit via email summarising the services and pre visit requirements. The customer is able to review, amend or cancel their planned services via their online account or by contacting Lawn Tiger.
The Customer acknowledges that following application of some treatments, the Customer’s lawn may have a temporary less attractive appearance, including but not limited to scarification, aeration or moss control. It can take several weeks or months depending on the service provided for a lawn to have recovered.
If the Customer skips or cancels agreed services they must accept that the lawn health and appearance may suffer accordingly. For example there may be more weed or moss growth, reduced grass colour and vigour. Lawn Tiger will not accept responsibility for the lawn conditions in these circumstances.
10. Treatment Aftercare:
Lawn Tiger will not accept responsibility for any required after care for treatments and services, including but not limited to watering lawns, new turf establishment, seed germination, lawn recovery after scarification or aeration or any other service provided. Aftercare advice is available on our website (https://www.lawntiger.co.uk/aftercare-advice/) and provided for applicable services in quotes and in the appointment and after service emails sent to customers.
Lawn Tiger will not accept responsibility for any work carried out by or damage caused by a Third Party.
11. Appointments:
Appointment visits are normally communicated to Customers by automated email 7 and 1 day in advance of the appointment, unless it is not possible to send in those time windows due to, for instance, a customer starting services less than 7 days before their first visit.
Lawn Tiger are not able to provide Customers with defined arrival times for pre-notified visits due a range of factors outside of our direct control (examples include: weather, other customer visit changes, traffic) but will always endeavour to attend on the advised date and notify the Customer at the earliest opportunity should if not be possible to attend as planned.
12. Access to the Customer’s Property & Lawn:
The Customer shall provide access to the agreed property location(s) during Lawn Tiger’s normal working hours, Monday to Friday 8am – 6pm, excluding Bank Holidays, or other hours and days agreed in advance with the Customer. During lawn renovation work it may be necessary to arrive before 8am and finish after 6pm. Should that be required, the times will be communication to the customer in advance.
The Customer accepts they may be required to provide Lawn Tiger access to mains water and/or electricity free of charge at the agreed property location to provide the agreed treatments or services.
Lawn Tiger is typically able to perform treatments and services without the Customer being present. We need access to the treatment area, so gates need to be unlocked, access to the treatment areas must be clear and parking made available where relevant.
Lawn Tiger will not accept responsibility or liability to the Customer for delayed visits including but not limited to adverse weather conditions, Lawn Tiger’s machinery/tools or vehicle malfunction or breakdown, staff sickness, staff shortages. Such conditions may cause the delay of agreed visits but this will not affect the original, agreed price, unless both parties agree to a variation.
The removal of dog excrement, litter, leaves or garden furniture, toys or any other items from the Customer’s site, to be serviced or treated, is the responsibility of the Customer. If there is dog excrement or any other items prohibiting required access to the lawn/area to provide the service, Lawn Tiger will not move such items and will apply the treatment/service best possible around the obstructions, but may be able to carry out the all of the agreed work. The Customer will still be charged the full rate for the visit.
If Lawn Tiger’s vehicle or our supplier’s delivery vehicle is prevented access to the Customer’s site on the date of a scheduled visit, or if less than 3 working days’ notice is given by the Customer to Lawn Tiger to cancel or amend a pre-arranged booked visit, Lawn Tiger reserves the right to charge for the original booked visit and associated service or treatment in full, including any associated stock, restocking fees and labour charges.
In the event of vehicle or machinery access at or near a customer’s property not being safely or practically possible to fulfil some or all services, Lawn Tiger cannot accept responsibility for services not able to be completed or any consequential losses incurred by the Customer. In such cases we will ensure timely communication to customers.
Lawn Tiger will charge the Customer a fee of £25.00 plus VAT for denied access for treatment visits, including but not limited to locked gates, blocked access to treatment areas or items on the lawn.
13. Waste:
Waste means only the waste produced at a Customer’s property by Lawn Tiger in providing the agreed service.
Non-green waste such as plastic packaging, wooden pallets, will be removed from site, unless otherwise agreed with the Customer in writing.
Green waste means thatch, moss, grass clippings from services such as scarification. Green waste removal from a customer’s property is not included in the quoted service price but can be arranged and charged separately on completion of the job. Lawn Tiger will agree with the Customer in advance which waste option they require, as summarised and kept up to date on our website page Green Waste Options; https://www.lawntiger.co.uk/about-lawn-tiger/green-waste-options/
Where we need to use a ride-on scarifier collector machine to perform the scarifying service, we will need to dispose of the green waste in a safe, easily accessible, nearby compost pile or skip. We can’t place ride-on machine collected waste into bags. We will notify you in advance if this is necessary for your lawn renovation.
Before your lawn renovation day we will contact you by email to make firm arrangements for the green waste.
14. Photography:
The Customer accepts that Lawn Tiger may take photographs of the Customer’s property. This will be done to record progress of treatments or use as a record of lawn issues or use for Lawn Tiger’s business marketing. Lawn Tiger will retain full copyright of such images. Personal identifying aspects will be avoided and if present in the photos they will be obscured or removed.
15. Payment of Services:
The Customer will be responsible for all payments to Lawn Tiger.
Payment of invoices are due 7 calendar days from the date shown on the invoice. Payment reminders will be sent after 7 days.
If you don’t pay for our services on time and still haven’t paid within 14 days, we will pause our services until the outstanding amount is paid.
If any invoice is unpaid after 7 days, Lawn Tiger reserves the right to charge interest at the rates set out below until payment in full is received. The rate of interest for late payment shall be 2% domestic and 8% commercial over the base rate of HSBC Bank as varied from time to time and the rate for the time being payable on judgement debts.
Lawn Tiger accepts payments from debit or credit cards that can be made via phone to our office, our online customer portal or by Autopay. Autopay is a secure and convenient method for a customer to register and maintain their debit or credit card on our online customer portal. Customers paying by monthly instalments are required to register and maintain a valid debit or credit card on our online customer portal (Autopay) for each monthly instalment payment.
16. Deposits:
Where a monetary deposit is required from the Customer in advance of the agreed treatment or service, it must be paid in full by the date stated on the quotation or, in the absence of a stated date on the quotation, within 14 days in advance of the initial service or treatment visit by Lawn Tiger to ensure the agreed treatment or service will be progressed and completed. Lawn Tiger will not accept any liability to the Customer for delays and/or direct and/or consequential losses due to the Customer’s non-payment of the full deposit. The deposit will not be refundable if the customer cancels the agreed service(s) after Lawn Tiger has purchased stock or other items necessary to complete the agrees service(s).
17. Discounts:
From time to time Lawn Tiger may offer promotional discounts to customers. The terms of those discounts will be specified in the promotion and they are also bound by these business terms and conditions. Typically a service discount in one service year will not carry through to the next service year.
If any individual treatments in the Annual Treatment Plan are provided with a discount, whether partial or full, the discount is only valid if the full Annual Treatment Plan is taken by the Customer. For example, a Customer can’t choose to have just a free (100% discounted) Lawn Weed Treatment and not have all of the other full price treatments in that Plan. Discounted treatments must also be performed on the same visit as another fully paid for treatment, where that is pre-planned.
18. Service Year:
Lawn Tiger’s service year runs from 1st March to 28th Feb and we reserve the right to increase prices annually and will notify the Customer in writing.
19. Service Automatic Renewal:
Services will automatically renew and will continue from service year to service year, unless the Customer cancels in writing. Specifically; Annual Treatment Plan, Aeration (all types), Biology Booster, Hard Surface Treatments, Lawn Hydration, and Soil Improver, Scarification (light). All other services will not automatically renew unless otherwise agreed with the Customer.
20. Governing Law:
These terms and conditions are governed by English Law.
