Terms and Conditions

Effective 5th July 2025

Online Booking

“Boulderwood Ltd – Home and Garden” offers convenient online booking, during busy periods, a 25% deposit may be requested before the booking is confirmed. Repeated short notice cancellations may also result in a deposit being asked for before the booking can be confirmed. The deposit is fully refundable if cancellation occurs outside of 7 days from the booking date/time. We reserve the right to decline or cancel a booking at our discretion.
For customers who are booking by phone, an online booking will be made on your behalf.
If we need to reschedule your booking for any reason, we will try to give you at least 24 hours notice.
If you, ‘the customer’, cancels a booking within 24 hours of the start time, or the work cannot commence as booked due to site inaccessibility, the absence of the customer, or other preventable issues, you will be charged a cancellation fee; for bookings of less than 3 hours – £20, half day – £30, full day – £60.
Areas covered by our hourly/set rates are: Horsham, Broadbridge Heath, Christs Hospital, Barns Green, Southwater, Mannings Heath, Rusper, Faygate, Kingsfold, Warnham, Slinfold & Clemsfold. If you live outside of these areas, please contact us.

Quotes and Pricing

“Boulderwood Ltd – Home and Garden” offers hourly or set pricing for smaller jobs or services which are made up of multiple tasks. If you have booked set hours, but the tasks requested are likely to take longer to complete than the allocated time, we will stop work at the end of the allocated time and will only continue with mutual agreement, subject to scheduling availability. We will never charge for additional time without prior agreement with you, ‘the customer’.
For more complicated/skilled tasks such as plastering, painting and decorating, tiling, flooring and coving installation, pricing is on request and written quotes are available.
Please note that quotes come with no obligation to use the services of “Boulderwood Ltd – Home and Garden”, and are not a contract of work between “Boulderwood Ltd – Home and Garden” and you, ‘the customer’. All quotes are valid for 30 days unless otherwise stated.
Price matching may be available in some cases, please contact us to discuss.
Areas covered by our hourly/set rates are: Horsham, Broadbridge Heath, Christs Hospital, Barns Green, Southwater, Mannings Heath, Rusper, Faygate, Kingsfold, Warnham, Slinfold & Clemsfold. If you live outside of these areas, please contact us.

Materials

For services requiring materials to be purchased, payment to cover materials will be due before commencement of works. This will be discussed and agreed with the customer before commencement.
Occasionally, once works have started an undiscovered problem may require further unforeseen material costs. Works will pause while we discuss and agree any changes or additional material costs with you.

Workspace

It is the responsibility of the customer to ensure that any workspaces are cleared and made available whilst work is being completed. The space may be out of use during our services.
If your property has pets or other animals, they will need to be secured away from the work area for their own safety and ours. Responsibility for the safety and supervision of pets remains with the customer during our visit.
We are not liable for delays or incomplete work caused by inaccessible or unsafe work areas.
Where a task involves breaking ground, it is the customers responsibility to ensure that the area is free of any services, including but not limited to: gas, water, electricity or communications.

Payment

You will be invoiced for completed work to the amount agreed or as published on our ‘book with us’ page.
Payment is due within 7 days of receiving the invoice.
If payment is not received for previous jobs, we reserve the right to cancel any future bookings until your account is settled.

Photographs for media/advertisement use

We are proud of our work and reserve the right to take anonymised photographs of work completed for promotional use on social media or our website. No identifying features of your property such as vehicles, door numbers or identifying features of the outside of your home will be visible.

If you would like to opt out, please let us know. If you would like a photograph removed or edited please contact us.

Waste disposal

Boulderwood Ltd is registered to remove certain waste produced from tasks carried out at your home. If your waste falls outside of the scope of our licence then a skip or alternative method of licenced removal will need to be arranged. We do not accept responsibility for waste that falls outside of scope of our licence. This will be discussed with you at quote stage depending on the scope of the works. A charge may apply for any waste produced to cover the costs of disposal.

Our licence number is CBDL592336, our certificate is available to view on request.

Complaints

“Boulderwood Ltd – Home and Garden” is a small, family run business and both your satisfaction and our reputation is important to us. In the unlikely event that you are unhappy with any of the services that are provided, we request the opportunity to rectify any issues to your satisfaction. We aim to respond to all complaints within 5 working days. Please email contact@boulderwood.co.uk with any concerns.

Force Majeure

“Boulderwood Ltd – Home and Garden” shall not be held liable for any failure or delay in performing our obligations under these terms where such failure or delay results from circumstances beyond our reasonable control. These may include, but are not limited to, acts of God, extreme weather conditions, illness or injury, strikes, labour disputes, equipment failure, power outages, transport disruption, government restrictions, or any other unforeseen event that prevents us from delivering our services as agreed.

In such cases, we will make every reasonable effort to contact you as soon as possible to reschedule or agree a suitable solution.

Terms and Conditions

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