Cancellation & Refund Policy
1. Introduction
This Cancellation & Refund Policy outlines how cancellations, rescheduling, and refunds are handled for all services provided by Mocked Up Garden Services. By booking with us, you acknowledge and agree to the terms set out below.
2. Customer Cancellations
We require a minimum of 24 hours’ notice to cancel or reschedule a booking. This ensures we can reallocate time and resources effectively. Cancellations made with less than 24 hours’ notice may be charged a call-out or late-cancellation fee. Repeated late cancellations may result in refusal of future bookings.
3. Missed Appointments & Access Issues
If we arrive at your property and cannot proceed due to locked gates, pets not contained, vehicles blocking access, hazards, or any reason that prevents safe entry, the service may be cancelled, and a call-out fee will apply. The booking will need to be rescheduled once the issue is resolved.
4. Refunds for Prepaid Services
Because payment is required before service, refunds are only issued where:
- We cancel the service and cannot offer a suitable alternative time, or
- A major error occurs on our behalf that prevents the service from being completed.
Refunds are not provided for:
- Customer change of mind after booking
- Access issues
- Incorrect information provided by the customer
- Incomplete services due to unsafe or unreasonable site conditions
Refunds, if approved, will be processed to the original payment method.
5. Weather-Related Cancellations
If weather conditions make the service unsafe or unsuitable (such as heavy rain, high winds, or waterlogged ground), we may reschedule the booking at our discretion. Weather-related cancellations do not qualify for refunds, as the service will be postponed, not cancelled.
6. Service-Specific Limitations
Some services may require additional visits (for example, severely overgrown lawns). If the property condition prevents completion within the booked timeframe, the service may be partially completed and then continued at additional cost. Refunds are not given for incomplete work caused by property conditions outside our control.
7. Incorrect Service Bookings
It is the customer’s responsibility to book the correct service type and size category (e.g., section size, hedge height, level of overgrowth). If the booked service does not match the actual property requirements, additional fees may apply, and no refunds will be issued for the difference.
8. Guarantee-Related Rework
If any rework is approved under our Satisfaction Guarantee, it will be limited to correcting the specific issue related to our workmanship. Rework does not qualify for refunds and does not extend to additional or new tasks.
9. Non-Refundable Items
Call-out fees, travel charges, waste disposal costs, and additional labour due to site conditions are non-refundable. These costs are considered expenses already incurred in the provision or attempted provision of the service.
10. Final Decision
All refund decisions are made at our discretion after reviewing the circumstances. Our determination is final.
11. Acceptance of Policy
By booking, rescheduling, or cancelling a service, you acknowledge and accept all terms within this Cancellation & Refund Policy.