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H & H LANDSCAPES GROUP LTD - REFUND POLICY

Last Updated: 9 August 2025

OUR REFUND COMMITMENT

H & H Landscapes Group Ltd is committed to providing high-quality landscaping and garden maintenance services. We stand behind our work with a 12-month warranty and fair refund policy that protects both our customers and our business.

REFUND ELIGIBILITY

Garden Maintenance Services:

- Monthly maintenance contracts (£25/hour + VAT)
- Cancellation with 30 days' notice required
- Refunds processed for unused services only
- No refunds for completed maintenance work

Landscape Design & Installation Projects:

- Project values typically £5,000-£15,000
- 50% deposit required upfront
- Cancellation with 48 hours' notice for deposit refund
- 25% deposit retention fee applies to all cancelled projects

- No refunds once work has commenced on-site

REFUND SCENARIOS

Partial Refund Available:

- Project cancellation with 48+ hours' notice: 75% of deposit refunded (25% retention fee)
- Project cancellation after materials are ordered but before installation begins
- Maintenance contract cancellation mid-month (prorated refund)
- Weather delays exceeding 30 days (project deposits only)

Full Refund Available:

- Service not delivered due to our inability to perform
- Breach of contract by H & H Landscapes
- Unused maintenance services after 30 days' cancellation notice

No Refund Available:

- Completed maintenance work
- Project work already commenced on-site
- Cancellation without proper notice periods
- Customer dissatisfaction with completed work covered by warranty
- Changes in customer circumstances after work begins

DEPOSIT RETENTION POLICY

Landscaping Project Cancellations:

- 25% of deposit retained to cover administrative costs
- 75% of deposit refunded for cancellations with proper notice
- Retention fee covers: design time, site assessment, quotation preparation, scheduling costs
- No additional charges beyond the 25% retention fee

WARRANTY VS REFUND

12-Month Warranty Coverage:

- All landscape design and installation projects
- Defects in workmanship or materials
- Warranty repairs provided at no cost
- No refunds for warranty-covered issues

Emergency Response:

- 24-hour response guarantee for urgent maintenance
- No refund if emergency response is provided as promised
- Alternative solutions offered if immediate response not possible

REFUND PROCESS

How to Request a Refund:

1. Contact us by phone, text, or email
2. Provide project/contract details and reason for refund request
3. Allow 5-10 business days for assessment
4. Refund processed within 14 days if approved

Required Information:

- Customer name and address
- Service date(s) or project reference
- Reason for refund request
- Proof of payment (if requested)

Refund Method:

- Bank transfer only (matching original payment method)
- Processing fee may apply for administrative costs
- Refunds issued to original payer only

SPECIFIC SERVICE REFUNDS

Consultation Services:

- Free initial consultations and site assessments
- No charges, therefore no refunds applicable

Materials and Plants:

- Custom-ordered materials: No refund once delivered
- Standard materials: Refund available if unused and returnable
- Plants: No refund once planted (covered by warranty instead)

Equipment Rental:

- Heavy plant rental costs non-refundable once mobilised
- Unused rental periods may be refundable subject to supplier terms

EXCEPTIONAL CIRCUMSTANCES

Force Majeure Events:

- Extreme weather preventing work completion
- Government restrictions affecting service delivery
- Health and safety concerns beyond our control
- Full refund of unused services/deposits available

Customer Circumstances:

- Serious illness or bereavement
- Property sale completion delays
- Financial hardship
- Assessed on case-by-case basis with discretionary refunds

DISPUTE RESOLUTION

If You're Not Satisfied:

  1. Contact us directly to discuss concerns

  2. We aim to resolve issues within 5 business days

  3. Mediation services available if needed

  4. Legal action as final resort

Our Commitment:

- Fair assessment of all refund requests
- Clear communication throughout the process
- Professional resolution of disputes
- Maintaining long-term customer relationships

REFUND LIMITATIONS

Maximum Liability:

- Refunds limited to the value of services paid
- No compensation for consequential losses
- No refunds for third-party costs or expenses
- Administrative fees may be deducted from refunds

Time Limits:

- Refund requests must be made within 30 days of service completion
- Project refund requests within 48 hours of scheduled start
- Maintenance refunds processed with monthly billing cycle

PAYMENT TERMS AFFECTING REFUNDS

Our Payment Requirements:

- Bank transfer payments only
- 50% deposit for all projects
- Monthly invoicing for maintenance contracts
- All refunds processed via bank transfer

Processing Times:

- Assessment: 5-10 business days
- Approval to payment: 14 days maximum
- Bank transfer processing: 3-5 business days

CONTACT INFORMATION

To Request a Refund:

- Website: handhlandscapes.com
- Contact: Call, text, or email (details on website)
- Service Area: Hampshire and Portsmouth area
- Response Time: Within 24 hours for all inquiries

Required Documentation:

- Original invoice or payment confirmation
- Detailed explanation of refund request
- Supporting evidence if applicable

POLICY UPDATES

To Request a Refund:

This refund policy may be updated periodically. Changes will be communicated with 30 days' notice and posted on our website. Continued use of our services after policy updates constitutes acceptance of the revised terms.

Related Documents:

- Terms and Conditions
- Privacy Policy
- Accessibility Statement
- Service Warranty Information

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