Terms of Use

Last updated: January 2026

These Terms of Use ("Terms") govern your access to and use of the website operated by Torfela Horticultural Services Limited ("Torfela", "we", "us" or "our") at our domain, as well as the booking and purchase of gardening and horticultural services offered through the website, by phone, email or other communication channels. By accessing our website or engaging our services, you agree to be bound by these Terms. If you do not agree, please do not use our website or services. Torfela Horticultural Services Limited is a company registered in England and Wales with registration number 94728106, operating from 103 Stamford St, London. The Director responsible for the company is James Hawthorne. These Terms constitute a legally binding agreement between you and Torfela.

Website Use

You may use our website for lawful purposes only and in accordance with these Terms. You agree not to use the website in any way that violates applicable local, national or international law or regulation. You must not attempt to gain unauthorised access to any portion of the website, other accounts, computer systems or networks connected to the website. You must not use the website to transmit any unsolicited or unauthorised advertising, promotional materials, spam or similar solicitations. You must not engage in conduct that restricts or inhibits any other person's use or enjoyment of the website. The content on our website, including text, images, logos and design elements, is owned by or licensed to Torfela and is protected by copyright and intellectual property laws. You may not reproduce, distribute, modify or create derivative works from our content without prior written consent. We reserve the right to modify, suspend or discontinue any aspect of the website at any time without prior notice.

Service Bookings and Contracts

When you submit a booking request or order through our website forms, phone or email, you are making an enquiry rather than forming a binding contract. A contract is formed only when Torfela confirms your booking in writing (by email or other documented communication) and you accept the quoted price and terms. All quotes provided are estimates based on the information you supply and are valid for thirty days unless otherwise stated. Final pricing may be adjusted following a site visit if conditions differ materially from the information provided. You are responsible for ensuring that all information submitted in booking forms is accurate and complete, including property address, postcode, access instructions and scope of work required. Torfela reserves the right to decline any booking at our discretion, including where a property falls outside our service area, presents safety concerns, or involves work beyond our expertise.

Pricing and Payment

All prices displayed on our website and in quotes are in British Pounds Sterling and include VAT where applicable. Payment terms are specified in your booking confirmation. For standard maintenance visits, payment is due upon completion unless a credit account has been agreed in writing. For design and landscaping projects exceeding five hundred pounds, a deposit of twenty-five percent is required to secure scheduling, with the balance due upon completion or according to agreed milestone payments. We accept payment by bank transfer and major debit cards. Late payment may incur interest at the statutory rate permitted under the Late Payment of Commercial Debts Act. If you dispute an invoice, you must notify us in writing within fourteen days of receipt, providing specific details of the dispute. Undisputed portions of invoices remain payable by the due date.

Cancellations and Rescheduling

You may cancel or reschedule a confirmed appointment by contacting us at least forty-eight hours before the scheduled date without penalty. Cancellations with less than forty-eight hours notice may incur a call-out fee of twenty-five pounds to cover scheduling and travel costs. If Torfela needs to cancel or reschedule due to weather, staff illness or other operational reasons, we will notify you as early as possible and offer alternative dates at no additional charge. Repeated late cancellations or failure to provide property access at the scheduled time may result in requirement of advance payment for future bookings. For ongoing maintenance contracts, thirty days written notice is required for termination.

Guarantees and Liability

Torfela provides a thirty-day workmanship guarantee on all completed services and a ninety-day plant establishment guarantee on plants installed by our team, subject to client compliance with aftercare instructions provided. Guarantees do not cover damage caused by extreme weather events, pest or disease outbreaks beyond reasonable prevention, vandalism, third-party interference, or failure to follow watering and maintenance guidance. Our total liability for any claim arising from our services shall not exceed the amount paid by you for the specific service giving rise to the claim. We shall not be liable for any indirect, consequential or special damages including loss of profits, loss of data or loss of opportunity. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by applicable law. Torfela maintains public liability insurance up to two million pounds; certificates are available on request.

Client Responsibilities

Clients are responsible for providing safe access to the property and garden areas where work is to be performed. You must inform us of any known hazards including buried cables, pipes, asbestos, unstable structures or aggressive pets before work commences. You must obtain any necessary permissions from landlords, freeholders or management companies before booking services. For tree work, you are responsible for checking Tree Preservation Orders and conservation area restrictions; we can assist with applications but cannot guarantee council approval. You must ensure an outdoor water supply is available where required for the booked service. Personal items, furniture and valuables in garden areas should be removed or protected before our team's arrival. Failure to meet these responsibilities may result in additional charges, incomplete work or termination of the service agreement.

Complaints Procedure

If you are dissatisfied with any aspect of our service, please contact us promptly at torfela@hotmail.com or +442074019000. We take all complaints seriously and aim to resolve them fairly and efficiently. Please provide your name, booking reference or date of service, and a detailed description of your concern. We will acknowledge your complaint within two working days and provide a substantive response within ten working days. If the matter is complex, we may need additional time and will keep you informed of progress. Our internal complaints procedure is available free of charge. If you remain unsatisfied after our final response, you may refer the matter to an alternative dispute resolution provider or seek legal advice.

Governing Law

These Terms and any dispute or claim arising from them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any disputes, although we may bring proceedings in any other court of competent jurisdiction. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

Contact Information

For questions about these Terms of Use, please contact Torfela Horticultural Services Limited at torfela@hotmail.com, call +442074019000, or write to 103 Stamford St, London. We welcome your enquiries and will respond as promptly as possible during business hours.