1. Cancellation before work begins
You may cancel a booking before any planning, travel or physical work has started. In most cases, the full package price will be refunded.
2. Cancellation after planning or travel
Once planning, communication or travel to the site has begun, a reasonable deduction may apply for time and costs incurred.
3. Work already completed
Where work has already been carried out, the corresponding portion of the fee is not refundable.
4. Non-refundable materials
Materials purchased specifically for a job (plants, compost, paving, timber, etc.) are non-refundable once ordered.
5. Customer failure to provide access
If access cannot be provided on the agreed day, the visit may need to be rescheduled and a reasonable fee may apply.
6. Undisclosed site conditions
If site conditions differ significantly from what was described, additional charges may apply or the booking may be adjusted.
7. Unsafe working conditions
Where site conditions are unsafe, work may be paused or rescheduled. Refunds are considered on a case-by-case basis.
8. Weather-related postponements
Weather delays are rescheduled rather than refunded, unless the service cannot reasonably proceed at all.
9. Rescheduling
Free rescheduling is normally available with 48 hours' notice.
10. Partial completion
Where a job is partially completed for reasons attributable to the customer, only the unused portion may be refundable.
11. Additional work outside scope
Additional work is agreed and paid for separately and is subject to the same refund principles.
12. How to request a refund
Send a refund request by email to contact@greenhavengardencare.co.uk, quoting the package, date and reason.
13. Review period
Refund requests are normally reviewed within 5 business days.
14. Payment disputes
Please contact GreenHaven Garden Care first before raising a Stripe chargeback so any issue can be resolved directly.
This document should be reviewed against the business's actual operating practices before publication.