Terms & Conditions

Quotations

All quotations are based on the information and access available to us at the time of assessment.

Unless otherwise stated, quotations are valid for 30 days from the date issued.

Where parts of a property, garden or work area cannot reasonably be inspected before work begins, the quotation is based only on the visible and reasonably foreseeable scope of work.

If additional work, excessive growth, buried materials, waste, obstructions, hazardous materials, inaccessible areas or other unforeseen conditions are discovered after work begins, we will discuss any necessary additional work and price adjustment with the customer before undertaking work materially outside the agreed scope.

Photographs supplied by customers may be used to prepare an estimate or quotation. Duke Exteriors reserves the right to revise the quotation where the actual condition or size of the work differs materially from what was represented or reasonably visible beforehand.

Acceptance of work

A booking is considered confirmed when the customer accepts the quotation or otherwise provides clear written confirmation that they wish Duke Exteriors to carry out the work.

Acceptance may be provided electronically, including by email, text message or other agreed written communication.

The quotation and these Terms & Conditions together form the agreement between Duke Exteriors and the customer.

Deposits

Duke Exteriors may require a deposit to secure a booking, particularly for larger projects or work requiring advance purchase of materials, equipment hire or waste-disposal arrangements.

The amount and payment date of any deposit will be clearly stated before the booking is confirmed.

Where a customer cancels, Duke Exteriors may retain an amount from the deposit that reasonably reflects costs already incurred and losses directly resulting from the cancellation, subject to the customer’s statutory rights.

Where Duke Exteriors cancels a project and cannot reasonably rearrange the work, any deposit relating to work not performed will be refunded.

Payment

Unless otherwise agreed in writing, full payment is due immediately upon completion of the agreed work and receipt of the final invoice.

For larger or multi-day projects, Duke Exteriors may require staged or interim payments. Any payment schedule will be stated on the quotation or agreed with the customer before work begins.

Payment may currently be made using the payment methods stated on the quotation or invoice.

The fact that Duke Exteriors does not currently accept payment directly through its website does not affect the customer’s obligation to pay in accordance with the agreed payment terms.

Customers must not withhold an undisputed payment because of a minor issue or snag. Where there is a genuine dispute concerning part of an invoice, the undisputed amount remains payable while the disputed element is investigated.

Late or unpaid invoices

If payment is not received when due, Duke Exteriors may issue payment reminders and take reasonable steps to recover the outstanding amount.

Where legally permitted, Duke Exteriors reserves the right to recover reasonable costs associated with pursuing overdue debts.

For commercial customers, Duke Exteriors reserves its statutory rights in relation to late commercial payments, including applicable interest and recovery charges.

Any future work or recurring maintenance may be suspended while an account remains overdue.

Additional work

The quoted price covers only the work described in the quotation.

Any additional work requested by the customer will normally be quoted or agreed separately.

Where unforeseen circumstances are discovered during the work, including hidden waste, buried objects, unexpectedly extensive root systems, substantially heavier vegetation, inaccessible areas or other conditions that could not reasonably have been identified beforehand, Duke Exteriors will inform the customer where practicable before carrying out additional chargeable work.

We will not substantially increase an agreed price without explaining the reason for the increase and obtaining the customer’s agreement.

Garden clearance & vegetation

Garden clearance is carried out to the level specified in the quotation.

Unless specifically included, clearance does not guarantee the permanent eradication of weeds, brambles, bamboo, invasive plants, roots, regrowth or self-seeded vegetation.

Cutting vegetation to ground level does not necessarily remove its root system.

Where root removal, digging, cultivation, treatment or ongoing control is required, this must be included in the quotation or agreed as additional work.

Results from weed-control treatments can vary depending on the plant, weather, season, application conditions and subsequent growth.

Waste removal

Waste removal is included only where specifically stated in the quotation.

Additional waste discovered during work may incur an additional charge where the volume, type or disposal requirements materially exceed what was reasonably anticipated when the quotation was prepared.

Customers must inform Duke Exteriors of known hazardous, contaminated, sharp or unusual waste before work begins.

Household rubbish, building waste, chemicals, asbestos or other controlled or hazardous materials are not included in ordinary green-waste removal unless specifically agreed.

Pressure washing & exterior cleaning

Duke Exteriors will take reasonable care when carrying out pressure washing and exterior cleaning.

Customers should inform us before work begins of any known damaged, loose, deteriorated or previously repaired surfaces.

Pressure washing can reveal existing deterioration, loose pointing, damaged render, unstable paving, failing paint, weak joints or other pre-existing defects.

Duke Exteriors will not be responsible for deterioration that results from an existing defect which could not reasonably have been identified before work commenced.

No guarantee is made that all staining, discolouration, black spots, lichen, oil, rust or other marks can be completely removed.

Access, water & electricity

The customer must provide reasonable access to the work area at the agreed time.

Where required for the agreed service, the customer agrees to provide reasonable access to an appropriate mains water supply and/or electricity supply unless otherwise agreed.

The customer should ensure gates, access routes and work areas are reasonably accessible and that vehicles or other movable obstructions are removed where necessary.

Delays or additional visits caused by unavailable access may result in an additional reasonable charge where Duke Exteriors incurs additional costs as a result.

Weather & safety

Exterior work is dependent upon safe and suitable weather conditions.

Duke Exteriors may postpone, suspend or rearrange work where rain, high winds, extreme temperatures, electrical risk, unsafe ground conditions or other circumstances make it unsafe or unreasonable to continue.

Weather-related postponement does not constitute cancellation of the customer’s booking.

Where reasonably possible, an alternative date will be arranged.

Duke Exteriors reserves the right to stop work where conditions on the property present an unexpected health or safety risk.

Customer responsibilities

Customers are responsible for informing Duke Exteriors of known:

• underground cables or pipes
• irrigation systems
• drainage systems
• concealed electrical supplies
• fragile structures or surfaces
• ponds or water features
• hazardous materials
• protected plants or structures
• access restrictions
• other hazards relevant to the work

Pets and children should be kept safely away from active work areas, machinery, chemicals and equipment.

Damage & existing defects

Duke Exteriors will exercise reasonable care and skill when carrying out work.

We will not be responsible for pre-existing damage, deterioration or defects which become apparent during normal performance of the agreed work.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful or affects a customer’s statutory consumer rights.

Recurring garden maintenance

Recurring maintenance visits cover the tasks specifically agreed with the customer.

Maintenance is intended to control and manage ongoing growth and does not guarantee that weeds, bamboo, brambles or other vegetation will never return.

Additional clearance, major pruning, tree work, substantial waste removal or work outside the normal maintenance scope may be quoted separately.

Either party may end an ongoing maintenance arrangement by providing reasonable notice, subject to payment for work already completed and any reasonable costs already committed.

Cancellations

Customers should provide as much notice as reasonably possible if they need to cancel or rearrange a booking.

Where cancellation causes Duke Exteriors to incur costs or unavoidable losses, we reserve the right to recover a reasonable amount reflecting those losses.

Any cancellation charge will be proportionate to the circumstances and will not affect statutory cancellation rights.

Where applicable, customers entering into a distance or off-premises contract may have a statutory 14-day cancellation period.

Where the customer specifically requests that work begins during a statutory cancellation period, they may be required to pay a reasonable and proportionate amount for work carried out before cancellation.

Where the service has been fully performed during the cancellation period following the customer’s express request and acknowledgement, the statutory right to cancel may end.

Photographs

Duke Exteriors may take photographs before, during and after work for job records, evidence of condition and quality control.

Photographs will not be used publicly for advertising or promotional purposes where the customer or their property could reasonably be identified without appropriate permission.

Complaints

If you are unhappy with any aspect of our work, please contact Duke Exteriors as soon as reasonably possible so that we have an opportunity to inspect and address the issue.

Where appropriate, Duke Exteriors may offer to return and rectify work which has not been completed with reasonable care and skill.

Statutory rights

Nothing within these Terms & Conditions is intended to remove or restrict rights provided to consumers by applicable UK law, including the Consumer Rights Act 2015.

If any provision of these Terms & Conditions is found to be unenforceable, the remaining provisions will continue to apply.

Governing law

These Terms & Conditions are governed by the laws of England and Wales.