Refund and cancellation policy

This policy explains how rescheduling, cancellations, plan pauses and refunds work for PruneZen services.

In short

• Reschedule or cancel free of charge with at least 24 hours’ notice.
• Report anything missed within 48 hours and we return to fix it at no cost.
• Care plans run month to month and can be paused or ended with seven days’ notice.

Rescheduling a visit

You can move a visit free of charge if you tell us at least 24 hours before the start of the agreed time window. We will offer the next available slot. Weather sometimes forces us to reschedule outdoor work; when that happens there is no charge and we will contact you to agree a new date.

Late cancellation and lockouts

If you cancel with less than 24 hours’ notice, or the crew cannot get into the property at the agreed time, we may charge a call-out fee of up to 25% of the visit price to cover the crew’s time and travel. We waive this fee for genuine emergencies; just let us know.

Care plans

• Plans are agreed month to month, with no long-term contract.
• To change frequency, pause or end a plan, give at least seven days’ notice before the next billing date.
• Plans can be paused for up to two months at no cost.
• If you end a plan part way through a prepaid month, unused visits are refunded in full.

Deposits for larger jobs

Garden makeovers and other larger jobs may need a deposit to cover plants and materials ordered for you. If you cancel more than seven days before the start date, the deposit is refunded minus the cost of any materials already bought, which we will hand over to you. Within seven days of the start date, the deposit may be kept to cover materials and scheduled crew time.

If you are not satisfied

Tell us within 48 hours of the visit, ideally with photos. We will return and redo the affected tasks at no charge. If we cannot put it right, we will agree a fair partial or full refund for the affected part of the work.

How refunds are paid

Approved refunds are paid by the method you used to pay, or by bank transfer, within 10 working days of approval. We will confirm the amount in writing.

If we need to cancel

If we have to cancel a visit, for example because of crew illness or unsafe conditions, we will tell you as early as possible and rebook at your convenience. Any prepayment for that visit is either carried forward or refunded in full, as you prefer.

How to cancel or request a refund

Call or email your coordinator, or write to info@prunezen.com. Our phone numbers are on our Contact page. Please include your name and the date of the visit.