Refund Policy

Help Connect UK

Phone: 0330 126 0328

Email: info@help-connect-uk.com

Help Connect UK is a hedge trimming service operated by Oliver Gent, based in Bristol.

Thank you for choosing Help Connect UK. I take great pride in delivering hedge trimming services directly to your property. To ensure fairness, clarity, and smooth scheduling, the following terms apply to all bookings.

1. Satisfaction Policy

Due to the nature of hedge trimming and garden work, I do not offer cash refunds for services that have been fully completed. However, your satisfaction is important to me.

Service Adjustment Policy: If you are not satisfied with the trim or shaping, please contact me within 48 hours of your appointment. I will offer a complimentary adjustment visit to bring the result in line with what was agreed at the initial quote.

Exclusions: This does not cover natural regrowth, change of mind after the work was agreed, or pre-existing hedge disease, damage, or structural issues not caused by me.

Service Approval: Before I leave your property, I will ask you to inspect the finished work. Any immediate concerns about height, shape, or tidiness should be raised at that time. Once you confirm satisfaction and I leave, the service is considered accepted.

2. Cancellations & Rescheduling

As I plan my travel schedule carefully around each appointment across Bristol:

• 48 Hours or More Notice: You may cancel or reschedule free of charge.

• 24–48 Hours Notice: A cancellation fee of 50% of the service cost will apply.

• Less Than 24 Hours Notice / No-Show: The full service fee (100%) will be charged if cancellation occurs less than 24 hours before the appointment, I arrive and cannot access the property, or you are unavailable at the scheduled time.

3. Deposits

For larger jobs, a non-refundable deposit may be required to secure your appointment.

The deposit is deducted from your final bill.

If you provide more than 48 hours’ notice, I will transfer the deposit to a future booking. Deposits are otherwise non-refundable.

4. Late Availability

I allow a 15-minute grace period. If you are not available within 15 minutes of the scheduled start time, the appointment may be cancelled and treated as a no-show, and the full fee may apply.

5. Client Responsibilities

To provide the best hedge trimming service, I require:

• Clear, safe access to the hedge(s) or garden area.

• Access to a power outlet if electric tools are needed, or advance notice if none is available.

• Disclosure of any boundary disputes, protected trees (Tree Preservation Orders), or protected hedgerows affecting the work.

Failure to disclose relevant access, boundary, or protection information may result in an altered scope of work or the need to cancel the appointment.

6. Health & Safety

For legal and safety reasons, I cannot trim hedges where active bird nests are present during nesting season, typically March to August, in line with the Wildlife and Countryside Act 1981. If a nest is discovered, that section of hedge will be left until nesting is complete.

Where a safe working environment cannot be provided, I reserve the right to decline or pause the service.

7. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a service is not carried out with reasonable care and skill, you may be entitled to a repeat service or appropriate remedy in accordance with UK law.

8. Governing Law

This policy is governed by and interpreted in accordance with the laws of England and Wales.