Terms and conditions

Please read these terms before booking. They explain how quotes, visits, payments and our satisfaction promise work.

About these terms

These terms apply to every quote, booking and visit provided by PruneZen, and to your use of this website. By accepting a quote or booking a visit you agree to them. If anything in your written quote differs from these terms, the quote takes priority for that job.

Quotes and bookings

• Quotes are free and based on a walkthrough, photos or the information you provide. They list the tasks included and the price.
• A quote is valid for 30 days unless it states otherwise.
• If the work turns out to be materially different from what was described, for example far more overgrowth or a larger area, we will explain the difference and agree any change with you before continuing.
• A booking is confirmed when you accept the quote and we confirm a visit date and time window.

Our visits

• We arrive within the agreed time window. If we are running late, your coordinator will contact you.
• Crews bring their own tools, equipment and products unless agreed otherwise.
• We work to the checklist in your quote. Extra tasks requested on the day may be charged at our standard rates, and we will tell you the cost before starting.
• We may decline or pause work that is unsafe, such as work at height without safe access, damaged electrical fittings or hazardous materials.

Your responsibilities

• Provide safe access to the property, water and electricity where needed.
• Tell us about fragile, valuable or sentimental items, unusual surfaces, and any plants or areas that must not be touched.
• Keep pets secured during visits.
• Make sure you have the right to authorise work at the property, for example permission from a landlord or building management where required.

Prices and payment

Prices are as stated in your quote. One-time jobs are payable on completion; care plans are invoiced monthly in advance unless agreed otherwise. Invoices are due within seven days. We accept bank transfer, mobile payment and cash, and issue a receipt for every payment. We may pause regular visits if an invoice is more than 14 days overdue.

Rescheduling and cancellation

You can reschedule or cancel a visit free of charge with at least 24 hours’ notice. Details, including care plan pauses and refunds, are in our Refund and cancellation policy.

Our satisfaction promise

If any part of the agreed work has been missed or not done to the standard described, tell us within 48 hours of the visit. We will return and put it right at no extra cost. This promise covers the agreed tasks; it does not cover new mess, weather damage or natural plant growth after the visit.

Plants and natural results

Gardens are living spaces. While we use good horticultural practice, we cannot guarantee how plants respond to pruning, weather, pests or watering outside our visits. Plants supplied by us are covered as described in our quote and FAQ.

Damage and liability

We take care with every property and carry liability cover for our work. If you believe something has been damaged during a visit, tell us within 48 hours with photos where possible and we will investigate promptly and fairly. We are not responsible for pre-existing damage, wear and tear, items that were not secured as requested, or loss caused by events outside our reasonable control. Nothing in these terms limits liability that cannot be limited by law.

Our team

To protect our team, you agree not to directly hire or engage a PruneZen team member you met through our services for private work during their employment with us and for six months afterwards, without our written agreement.

Use of this website

Content on this website, including text, photographs and design, is owned by or licensed to PruneZen. You may view and share pages for personal use but may not copy them for commercial purposes. We aim to keep information accurate and the site available, but we do not guarantee it will always be error free or uninterrupted.

Governing law and disputes

If you have a complaint, contact us first so we can try to resolve it quickly. These terms are governed by the laws that apply where PruneZen is registered, as shown on our Contact page, and any dispute will be handled by the courts of that jurisdiction.

Changes to these terms

We may update these terms from time to time. The version in force when you accept a quote applies to that job.