Legal information

Refund and Cancellation Policy

How rescheduling, cancellations and refunds work for one-off garden jobs and maintenance plans with Eco Garden Clean.

Related policies

1. Our approach

We want every customer to feel the price they paid was fair for the work they received. This policy explains what happens if you need to change a booking, cancel a service or are unhappy with the work.

2. Rescheduling a visit

You can reschedule a one-off job or a plan visit free of charge with at least 24 hours’ notice.
We will offer the nearest available date that suits you.
If we need to reschedule because of weather or safety, there is never a charge.

3. Cancelling a one-off job

Cancellations with 24 hours’ notice or more: no charge, and any advance payment is refunded in full.
Cancellations with less than 24 hours’ notice, or when the crew cannot access the property on arrival: a call-out charge may apply to cover travel and crew time. The amount is stated on your quote.
If materials have been purchased specifically for your job (for example plants or mulch), their cost may be deducted from any refund.

4. Maintenance plans

Plans have no long-term lock-in. You may pause or cancel a plan with 14 days’ written notice by email or message.
Visits already completed in the notice period are charged at the plan rate.
Advance payments for visits that will not take place are refunded in full.
You can pause visits while travelling; we will agree the pause dates with you in advance.

5. If you are not satisfied

Please tell us within 48 hours of the visit, ideally with photos. If the work did not meet the standard described in your quote, we will first return to put it right at no extra cost. If the issue cannot be resolved by remedial work, we will offer a partial or full refund for the affected part of the service.

6. Situations not covered

The natural response of plants to correctly carried out cutting or pruning, such as temporary browning after a hedge reduction.
Changes caused by weather, pests or lack of watering after our visit.
Work you asked us to change or stop part-way through.
Damage caused by hidden items that were not disclosed to us.

7. How refunds are paid

Approved refunds are paid using the original payment method where possible — cash, bank transfer or mobile banking — within 7 working days of approval. We will confirm the amount and method with you in writing.

8. How to request a cancellation or refund

Contact us by phone, email or the form on our Contact page with your name, service address and the date of the visit. We aim to respond within one working day.

Eco Garden Clean
Email: service@ecogardenclean.com
Phone: +880 1713-822466 / +880 1713-830544
Postal address: see our Contact page.