TERMS & CONDITIONS

Please read these carefully, if you have any questions please contact us

BOOKING POLICY

1. Booking Policy

1.1 Service Request: To schedule a lawn mowing or gardening service, please contact us via phone, email, or our online booking system. We require at least 48 hours' notice for scheduling services.

1.2 Confirmation: Upon receiving your service request, we will send you a confirmation email or message detailing the date, time, and scope of the service. Please review and confirm that all details are correct.

1.3 Minimum Service Requirement: We may have a minimum service requirement depending on the size of the property and type of service requested. Our team will inform you if this applies.

1.4 Deposit: For certain services, a deposit may be required to secure your booking. This will be communicated during the booking process.

2. Cancellations

2.1 Cancellation by the Client:

More than 36 Hours Notice: Cancellations made more than 36 hours before the scheduled service will not incur any charges.
Between 24 and 36 Hours Notice: Cancellations made between 24 and 36 hours before the scheduled service will incur a cancellation fee of 25% of the total service cost or $15 (Whichever is higher)
Less than 24 Hours Notice: Cancellations made within 24 hours of the scheduled service will incur a cancellation fee of 50% of the total service cost or $30 (Whichever is higher).

2.2 Rescheduling: If you need to reschedule your service, please notify us as soon as possible. Rescheduling with more than 36 hours' notice will not incur any fees. Rescheduling within 36 hours may be subject to a fee, and availability will be subject to our schedule.

2.3 Cancellation by Us: In the event we need to cancel or reschedule your service due to unforeseen circumstances such as severe weather or equipment issues, we will notify you as soon as possible. We will make every effort to reschedule at a time convenient for you, or offer a full refund if rescheduling is not possible.

3. Late Arrivals and Service Adjustments

3.1 Late Arrivals: While we strive to arrive at the scheduled time, occasional delays may occur due to traffic, weather, or other factors. We will keep you informed if there are any significant delays.

3.2 Service Adjustments: If you wish to adjust the scope of the service after booking, please inform us at least 24 hours before the scheduled service. We will assess if the adjustments can be accommodated and inform you of any additional charges.

4. Changes to Booking Policy

4.1 Policy Updates: We may update our booking policy from time to time. Any changes will be communicated to you via email or through our website. Continued use of our services will constitute acceptance of the updated payment policy.

PAYMENT POLICY

1. Accepted Payment Methods

1.1 Payment Options: We accept various payment methods for your convenience, including:

Credit and Debit Cards (Visa, MasterCard, etc.)
Bank Transfers
Cash
Online Payment Platforms (e.g., PayPal, Stripe)

1.2 Payment Instructions: Payment details and instructions will be provided upon booking confirmation. Please ensure payments are made in accordance with these instructions to avoid any service interruptions.

2. Payment Terms

2.1 Service Fees: The total cost of the service will be provided in your booking confirmation. This includes any applicable taxes or additional charges.

2.2 Deposit: For certain services or large projects, a deposit may be required to secure your booking. The deposit amount and payment terms will be specified at the time of booking.

2.3 Full Payment: Unless otherwise agreed, full payment is due upon completion of the service. If a deposit has been paid, the remaining balance must be settled upon service completion

3. Late Payments

3.1 Late Fees: Payments that are not made on the due date may be subject to a late fee. The due date of an invoice will be noted on the invoice. If payment has not been made by 4:30 PM on the due date, an email will be sent to the client regarding potential late fees.

3.1.1 Fees: Failure to pay the balance of an invoice on time without prior discussion/agreement will incur a late fee of up to 25% of the balance as of 12 PM the day after the balance is due. Continual failure to pay the due balance including the late fee may incur an additional fee of $20 per day after 12 PM of the day after the late fee is initially incurred.

3.1.2 Payment Of Late Fees: Payment of late fees must be included with the payment of the due balance. In the case of a rental property or property under management through a party other than the owner, or in the case of a third party being responsible for payment of balances, any late fees accrued must not be charged to the owner. Please note that if the property is being managed by a party other than the owner and/or payment of balances is not typically the responsibility of the owner, charging the owner any late fees due will lead to an additional fee and possible legal action.

3.2 Collections: Unpaid invoices after a specified period may be sent to a collections agency. We reserve the right to take legal action to recover unpaid amounts, including any additional costs incurred in the collection process.

4. Refunds and Disputes

4.1 Refunds: Refunds are generally not provided unless there was an error on our part or the service was not rendered as agreed. If you believe you are entitled to a refund, please contact us within 48 hours of service completion to discuss your concerns.

4.2 Disputes: Any disputes regarding billing or service charges should be reported to us within 48 hours of receiving the invoice. We will work to resolve any issues promptly and fairly.

5. Changes to Payment Policy

5.1 Policy Updates: We may update our payment policy from time to time. Any changes will be communicated to you via email or through our website. Continued use of our services will constitute acceptance of the updated payment policy.

CUSTOMER SATISFACTION POLICY

1. Commitment to Quality

1.1 Service Excellence: We are committed to delivering high-quality lawn mowing and gardening services. Our team is trained and experienced to ensure that every job meets or exceeds industry standards.

1.2 Customer Expectations: We strive to understand and meet your specific needs and preferences. Clear communication and attention to detail are key components of our service approach.

2. Feedback and Complaints

2.1 Feedback: We value your feedback as it helps us improve our services. After your service, you may receive a feedback request. Please take a moment to share your thoughts and experiences with us.

2.2 Complaints: If you are not satisfied with the service provided, please contact us within 48 hours of service completion. Provide details of your concern so we can address it effectively. You can reach us via:

Phone: 0424 751 692
Email: withnellgardening@gmail.com

2.3 Resolution Process: Upon receiving a complaint, we will acknowledge receipt within 24 hours and begin an investigation. We aim to resolve all complaints promptly and will provide you with a resolution within 7 business days.

3. Service Adjustments

3.1 Post-Service Adjustments: If there are aspects of the service that do not meet your expectations, please inform us within 48 hours. We will review your feedback and arrange for any necessary adjustments or corrections at no additional cost.

3.2 Scope Changes: If changes to the service scope are requested after the service has been completed, additional charges may apply. These will be discussed and agreed upon before any additional work is carried out.

4. Refunds and Compensation

4.1 Refunds: Refunds are considered on a case-by-case basis and will be issued if the service was not performed as agreed or if there was a significant issue with the quality of the service. To request a refund, please contact us within 48 hours of service completion.

4.2 Compensation: If a service issue is identified and resolved, we may offer compensation such as a discount on future services or a complimentary service. Compensation will be determined based on the nature of the issue and its impact on your satisfaction.

5. Service Guarantees

5.1 Satisfaction Guarantee: We stand by the quality of our work. If you are not satisfied with the results of our service, please let us know within 48 hours so we can address your concerns.

5.2 Follow-Up: We may conduct follow-up communications to ensure that you are fully satisfied with the resolution provided and that any corrective measures have been effective.

6. Changes to Payment Policy

6.1 Policy Updates: We may update our payment policy from time to time. Any changes will be communicated to you via email or through our website. Continued use of our services will constitute acceptance of the updated payment policy.

SAFETY POLICY

1. Commitment to Safety

1.1 Safety First: We are committed to ensuring a safe working environment for our employees, customers, and the general public. Safety is our top priority in all aspects of our lawn mowing and gardening services.

1.2 Compliance: We adhere to all relevant local, state, and federal safety regulations and standards. Our safety policies are designed to exceed these requirements wherever possible.

2. Employee Safety Training

2.1 Training Programs: All employees receive comprehensive safety training before they begin working. This includes instruction on the proper use of equipment, emergency procedures, and hazard recognition.

2.2 Ongoing Training: We provide ongoing safety training and refreshers to ensure that our team remains up-to-date with the latest safety practices and standards.

3. Personal Protective Equipment (PPE)

3.1 PPE Requirements: Employees are required to wear appropriate personal protective equipment (PPE) at all times while performing their duties. This may include, but is not limited to, safety glasses, gloves, hearing protection, and steel-toed boots.

3.2 PPE Maintenance: We ensure that all PPE is regularly inspected and maintained to ensure it remains in good working condition. Employees are encouraged to report any damaged or defective equipment immediately.

4. Equipment Safety

4.1 Inspection and Maintenance: All equipment and tools are inspected before use and are maintained according to manufacturer guidelines. Regular servicing and repairs are conducted to ensure safe and efficient operation.

4.2 Safe Operation: Employees are trained in the safe operation of all equipment. They are instructed to follow operating guidelines, avoid shortcuts, and address any equipment issues before starting work.

5. Site Safety

5.1 Hazard Assessment: Before beginning any job, employees conduct a site assessment to identify potential hazards, such as uneven terrain, obstacles, or power lines. Safety measures are implemented to address identified risks.

5.2 Customer Property: We take care to avoid damage to customer property. Any potential risks or concerns are communicated to the customer before work begins, and precautions are taken to minimize any impact.

6. Emergency Procedures

6.1 Emergency Response: Employees are trained in emergency response procedures, including first aid, fire safety, and evacuation plans. Emergency contact numbers and procedures are readily available on-site.

6.2 Incident Reporting: Any accidents, injuries, or near-misses are reported immediately to a supervisor. An incident report is completed, and any necessary corrective actions are taken to prevent recurrence.

7. Health and Wellness

7.1 Work Environment: We promote a healthy work environment by encouraging regular breaks, hydration, and proper ergonomics to prevent fatigue and strain.

7.2 Health Monitoring: Employees are encouraged to report any health issues that may affect their ability to work safely. We provide support and accommodations as needed to ensure their well-being.

8. Customer Responsibilities

8.1 Site Preparation: We request that customers ensure the work area is free of any obstacles, debris, or hazards that could pose a risk to our team.

8.2 Communication: Customers should inform us of any specific site conditions or concerns that may impact safety before the work begins.

9. Policy Review and Updates

9.1 Regular Review: This safety policy is reviewed regularly to ensure its effectiveness and relevance. Updates are made as needed to reflect changes in regulations, equipment, or best practices.

9.2 Employee Feedback: Employees and customers are encouraged to provide feedback on safety practices and suggest improvements. We value their input in creating a safer working environment.

CONTACT INFORMATION

For any questions or concerns regarding payments, please contact us at:

Phone: 0424 751 692
Email: withnellgardening@gmail.com

Thank you for choosing Withnell Gardening. We look forward to serving you!