Return Policy

Nature of Our Services

Xakriondchalvorn supplies professional garden care services, including the Shrub Trim Package, the Tree Shaping Session, Full Garden Care and other tailored arrangements. These services consist of labour, skill and expertise (such as trimming shrubs, shaping trees, cutting hedges and clearing debris) and are performed at your property on an agreed date or dates. Unlike physical goods, services cannot be “returned” once they have been performed; the work is done at the time of the visit and the benefit is received by you at that time. Accordingly, this Return Policy does not offer a right to return services in the way that some consumer laws allow for the return of goods. Instead, we set out below our approach to: (a) cancellation or postponement by you before the scheduled visit; (b) cancellation or postponement by us; (c) your right to complain and seek rectification or a partial refund where the work does not meet the agreed standard; (d) deposits and advance payments; and (e) exceptional circumstances. This policy should be read in conjunction with our Terms of Use, which contain further provisions on cancellation and liability.

Cancellation by You Before the Visit

If you need to cancel a scheduled visit, you must contact us as soon as possible using the contact details on our website (telephone or email). The following applies.

More Than 48 Hours’ Notice

If you cancel with more than 48 hours’ notice before the agreed date and time of the visit, we will not charge you for the visit and we will refund any deposit or advance payment you have already made in full, unless we have agreed different terms with you in writing (for example, for a large or specially scheduled job). We may ask you to confirm the cancellation in writing (e.g. by email) for our records. We will process the refund using the same method you used to pay (e.g. bank transfer or card refund) and will aim to do so within 14 days of the cancellation, unless a different period has been agreed.

Less Than 48 Hours’ Notice

If you cancel with less than 48 hours’ notice before the agreed date and time, we may retain a reasonable sum to cover our costs. By that stage we may have turned down other work, allocated team and equipment to your job, and incurred travel or preparation costs. The amount we retain will depend on the type of job, the quote we had given you, and the costs we have reasonably incurred. We will communicate the amount (or the basis on which it is calculated) at the time of booking or in our written terms, and we will only retain a proportionate and reasonable sum. Any balance of a deposit or advance payment beyond that sum will be refunded to you. If we have not taken a deposit and the cancellation is with less than 48 hours’ notice, we may invoice you for the retained amount; payment terms will be as set out in our Terms of Use.

Postponement Instead of Cancellation

If you prefer to postpone rather than cancel, please let us know and we will try to offer an alternative date subject to availability. If we agree to postpone, no refund is due for the original date; the deposit or any advance payment will be carried over to the new date. If you subsequently cancel the postponed visit, the same notice periods and charges set out above will apply by reference to the new date. We cannot guarantee that we will be able to offer a suitable alternative date, especially during busy periods.

Cancellation or Postponement by Us

We may need to cancel or postpone a scheduled visit in the following circumstances.

Weather and Safety

Shrub trimming and tree work can be unsafe in certain weather conditions. We may cancel or postpone if we reasonably consider that conditions are or are likely to be unsafe or unsuitable, including but not limited to: high winds, heavy or persistent rain, ice, snow, extreme heat, or poor visibility. We will try to give you as much notice as possible and will offer to rearrange the visit to a mutually convenient alternative date. We do not charge you for a cancellation or postponement that we make for weather or safety reasons.

Illness or Unavailability

If our team is unable to attend due to illness, injury or other unforeseen unavailability, we will contact you as soon as we are able and will offer to rearrange the visit. We will not charge you for such a cancellation or postponement and will refund any deposit or advance payment you have made for that visit if we cannot offer a suitable alternative date or if you prefer a refund.

Access and Property Issues

If we arrive at the property and are unable to carry out the work due to access issues (e.g. locked gates, obstructed access, or your failure to be present when attendance was required), or due to conditions at the property that differ materially from what you described and that make it unsafe or impracticable to proceed, we may treat the visit as cancelled by you for that day. In that case, we may charge a call-out fee or retain a proportion of any deposit to cover our time and travel, unless the access issue was due to our error or to circumstances beyond your control that you could not reasonably have foreseen. We will explain our decision and any charge at the time.

Our Obligation When We Cancel

Where we cancel or postpone for reasons within our control (such as weather, illness or operational reasons), we will refund any deposit or advance payment you have made for that visit in full if we cannot rearrange to a date that suits you. We will process the refund within 14 days of the cancellation or of your confirmation that you do not wish to rearrange, unless we have agreed otherwise with you.

If You Are Unhappy With the Work

We aim to complete every job to a high standard and in accordance with the scope we agreed with you. If you are not satisfied with the shrub trimming, tree shaping or other work we have carried out, please contact us as soon as reasonably possible (ideally within 7 days of the visit) and describe the issue clearly. We will then arrange to inspect the work (which may involve a further visit to your property) and will discuss the matter with you.

Where we agree that the work has not been carried out to the agreed standard or scope, we will either: (a) rectify the work at no extra cost to you (for example, by re-trimming or re-shaping where feasible), or (b) offer a partial refund where rectification is not possible or would be disproportionate. The amount of any partial refund will be agreed with you on a case-by-case basis and will reflect the extent to which the work fell short of what was agreed.

We do not offer refunds or rework where: the result is a matter of personal preference or taste (for example, you later decide you would prefer a different shape or style); the condition of the plants, soil or site limits what can be achieved and we had made that clear to you before starting; the issue is due to factors beyond our control (such as weather damage or pest damage after we have left); or you have not raised the concern within a reasonable time (typically within 7 to 14 days of the visit) so that we can verify the condition of the work. Any dispute about whether the work met the agreed standard will be resolved in good faith; if we cannot agree, the matter may be referred to a mutually acceptable third party or to the courts in accordance with our Terms of Use.

Deposits and Advance Payments

For larger jobs, or where we have agreed specific payment terms with you, we may require a deposit at the time you confirm the booking. The deposit secures your booking and may be used to cover our costs if you cancel with insufficient notice. The deposit is non-refundable if you cancel with less than the required notice (typically less than 48 hours) unless we agree otherwise in writing or unless we have cancelled the visit for reasons within our control (in which case we will refund the deposit in full). If you cancel with more than the required notice, we will refund the deposit in full as set out above. The amount of the deposit and the notice period will be confirmed in your quote or booking confirmation. If we have not specified a different notice period, 48 hours’ notice will apply.

Payment on Completion and Disputes

Where payment is due on or after completion of the work, you agree to pay the agreed price for the work that has been performed in accordance with the contract. If you have a concern about the quality or scope of the work, you must raise it with us promptly (as set out in the section “If You Are Unhappy With the Work” above). We will work with you in good faith to resolve any genuine concern. We will not pursue payment for the disputed portion of the work until we have had a reasonable opportunity to inspect and, where appropriate, to rectify the work, or until we have agreed with you how the dispute will be resolved. This does not affect your obligation to pay for any part of the work that is not in dispute. If we cannot resolve the dispute, the terms of our Terms of Use (including provisions on limitation of liability and governing law) will apply.

Exceptional Circumstances

We understand that exceptional circumstances can arise that are beyond your control, such as serious illness, bereavement, severe weather or other major disruption affecting you or your property. In such cases, we may at our discretion agree to waive cancellation charges, allow a postponement without penalty, or offer a full or partial refund even where the normal notice period has not been met. We will consider each case on its merits. If you are affected by exceptional circumstances, please contact us as soon as you can, explain the situation and provide any supporting information you are comfortable sharing. We will respond with empathy and will try to find a fair solution.

How to Request a Refund or Rearrangement

To request a refund or to rearrange a visit, please contact us using the details on our website (contact page). You can reach us by telephone or email. Please include in your message: your full name; the address of the property where the work was or was to be carried out; the date of the booked (or intended) visit; the service you had booked (e.g. Shrub Trim Package, Tree Shaping Session); and the reason for your request (cancellation, postponement, complaint about the work, or other). If you are requesting a refund, we will confirm the amount (if not already agreed) and the method of refund. We will respond to your request within a reasonable time, usually within 5 working days of receiving it. Refunds will be processed using the same method you used to pay (e.g. bank transfer or card refund) unless we agree otherwise with you. Refunds may take a further 5 to 10 working days to appear in your account depending on your bank or card provider.

Consumer Rights

If you are a consumer (i.e. you are acting for purposes wholly or mainly outside your trade, business, craft or profession), you may have statutory rights under the Consumer Rights Act 2015 and other UK consumer law. Those rights are not affected by this Return Policy. In particular, we must perform our services with reasonable skill and care; if we do not, you may be entitled to a repeat performance or a price reduction (including a refund of part or all of the price). This Return Policy is intended to set out clearly how we will deal with cancellations, refunds and complaints in practice, and to complement (not replace) your statutory rights. If you believe your statutory rights have been breached, you may have the right to refer the matter to the courts or to a certified alternative dispute resolution scheme. For more information on your consumer rights, you can contact the Citizens Advice consumer service or visit the GOV.UK website.

Changes to This Return Policy

We may update this Return Policy from time to time. The current version will always be published on this page, and we will update the “Last updated” date when we make changes. Changes may reflect updates to our practices, feedback from customers, or legal or regulatory developments. Your booking will be governed by the version of this policy that was in place at the time you made the booking, unless we have agreed different terms with you in writing or unless a change is required by law. We encourage you to review this policy periodically and to contact us if you have any questions before you book.

Contact

For any questions about cancellations, refunds, rearrangements or this Return Policy, please contact us using the details on our website. Our address is 27 St Peters Cl, Birmingham B28 0EF, United Kingdom. We will do our best to respond promptly and to resolve any issue fairly.

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