Hortimate General Terms
1 About these terms
These General Terms apply to all services provided by Hortimate Ltd. They set out the general terms under which we supply our services. Each service also has its own Service Terms, which you agree to when you book or subscribe to that service. Where a Service Term covers something specific to that service, it applies in addition to these general terms, and takes precedence where it clearly says so.
2 About us
Hortimate Ltd provides specialist garden services and is registered at Companies House as company 05567654. Our registered address is 28 Dunyeats Road, Broadstone, Dorset, BH18 8AQ. To contact us, please email hello@hortimate.uk or call Alistair Henderson on 07800121485.
3 Our services
We provide a range of specialist garden services. Each service operates under its own Service Terms, which describe how the service works, what is included, and any specific conditions that apply. Some services — currently Slugist and Aquist — require a daytime garden survey before service can begin, so that we understand your garden and can deliver the service safely and effectively. Other services, such as Garden Maintenance, do not require a prior survey. Where a survey is needed, this is explained in the relevant Service Terms.
4 Becoming a member
Hortimate operates a membership model. Membership is currently free and gives you access to book our services. Becoming a member does not commit you to buying any paid service, but does give you priveleges’ such as the free garden survey. When you join, you agree to these Customer Terms and to our Privacy Policy. You can cancel your membership at any time, without penalty or notice, by contacting us. As membership itself involves no payment, there is nothing to refund when you leave.
5 Entering into a contract
A contract for a paid service is formed when you confirm a booking, subscription, or quotation, and we accept your request for that service. By doing so, you agree to these Customer Terms and to the relevant Service Terms for the service you are booking.
6 Pricing and payment
We honour the price shown or quoted at the time you book or subscribe. We operate different charging models depending on the service:
Subscription services. Charged monthly, normally over an initial 12-month period. Payment is collected by automated recurring payment on a date agreed at sign-up. Once you have subscribed, your price is fixed for your subscription period — we never increase the price during a subscription.
Hourly services. Charged for the time spent, with any minimum period set out in the Service Terms. Payment is normally due after the service has been delivered, by invoice, within 7 days. Our hourly rates may change over time, but the rate that applies to your booking is the rate in place when you book — we never increase it after you have booked.
Quoted services. A fixed price agreed in advance for an agreed scope of work. Payment is due within 7 days of completion unless we agree otherwise. A quoted price applies to the agreed scope; if your requirements change before work begins, we may need to requote.
Current prices for all services are shown on our website, which is the definitive source for our pricing.
7 Materials and goods
Unless a Service Term says otherwise, the cost of any materials or goods we supply is charged separately from our labour and is not included in a visit or service fee. Where a service may involve materials of significant cost, we will tell you the cost and obtain your agreement before ordering or applying them. The specific materials relevant to a service, and how they are charged, are set out in that service's Service Terms.
8 Your right to cancel
If you sign up for a service online, you have a legal right to cancel within 14 days of entering into the contract, under the Consumer Contracts Regulations 2013. In most cases our own cancellation arrangements are more generous than this legal minimum, and they are designed so that cancelling is simple and fair:
Bookings. You can cancel any individual booking up to one hour before the visit, using the link in your booking or by contacting us. For services that are invoiced after delivery — such as Garden Survey, Garden Maintenance, Aquist, and the Winter Health Check — there is nothing to pay if you cancel before the visit, because we only invoice after a service has been delivered.
Slugist On Demand. This service is paid in advance, and a visit is usually delivered in full well within the 14-day period. If you cancel before the service has been delivered, you will be refunded.
Slugist subscriptions. Our subscriptions are intended to run for 12 months, and the value of the service builds across the season. You are free to cancel before the end of the term. If you do, we will refund you on a fair pro-rata basis — taking account of the visits already delivered and the monthly payments already made — so that you only pay for the service you have actually received.
Changes in your circumstances. If you need to cancel because of a house move, bereavement, or similar change of circumstances, please tell us. We will cancel your subscription without any further charge.
The specific cancellation arrangements for each service are set out in its Service Terms.
9 What happens at the end of a subscription
Your subscription runs for an initial 12-month term. At the end of that term, unless you tell us otherwise, it does not simply stop — it continues on a rolling monthly basis, so your garden remains protected without a gap. During this rolling period you can cancel at any time, with immediate effect and no penalty, by contacting us. We may adjust the price or the structure of the service for the continuing period in light of the previous season; if we do, we will tell you before any change takes effect, and you are free to cancel immediately if the new terms do not suit you.
10 How we contact you
We will keep you informed about your visits and your service. Depending on the service, we may contact you by email and, where you have agreed to it, by SMS text message. Not every service uses SMS. How we use your contact details, and how you can turn SMS messages on or off, is explained in our Privacy Policy, and you can manage your preferences at any time in your member profile.
11 Access and your responsibilities
You are responsible for providing safe and reasonable access to your property, for keeping your access details accurate and up to date, and for telling us about any hazards or risks. Where a visit requires particular arrangements — such as securing pets or informing neighbours — this is explained in the relevant Service Terms. We are not responsible for missed visits where access has not been made available.
12 Service delivery
We will take reasonable care and skill in delivering our services. Many of our services are seasonal and depend heavily on weather and conditions, so timing may vary, and visits are delivered when conditions make them effective. The way this works for each service is explained in its Service Terms.
13 Safety and security
We take the safety and security of our customers seriously, particularly where access to your property is required, including unattended access. Hortimate operates a strict vetting policy: All employees and operatives hold a valid DBS check appropriate to their role. New starters do not undertake any customer work until DBS clearance is confirmed. Operatives do not undertake work during any period in which DBS clearance is not valid or is under renewal. We do not use contractors for work at customer properties unless equivalent DBS clearance is confirmed. These controls are a fixed part of how we operate.
14 Service standards
We aim to deliver a consistent and effective service. Where a service outcome falls below the expected level, we may adjust scheduling, provide additional visits, or take other reasonable corrective action. Specific service standards are set out in the relevant Service Terms.
15 What our services can and cannot do
Our services aim to improve the condition and care of your garden, but the natural world is variable and we cannot guarantee specific results. Outcomes may depend on weather, the wider environment, and the characteristics of your property.
16 Your legal rights
As a consumer you have legal rights under the Consumer Rights Act 2015, including the right to have services carried out with reasonable care and skill, within a reasonable time, and for a reasonable price where one has not been agreed in advance. If something goes wrong, you may be entitled to ask us to put it right or to a price reduction. Nothing in these terms affects your statutory rights.
17 Liability
We take reasonable care to avoid causing damage. However, we are not liable for pre-existing conditions, for natural plant damage, or for factors outside our control. Nothing in these terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by negligence, or for anything else that cannot be limited by law.
18 Complaints
If you are not satisfied with our service, please contact us at hello@hortimate.uk. We will respond within 5 days and work to resolve your concerns promptly and fairly.
19 Data protection
We handle your personal data in accordance with our Privacy Policy, which explains what we collect, how we use it, how we contact you, and your rights.
20 Changes to these terms or our services
We may update these terms or our services from time to time. Where a change is significant, we will give you reasonable notice before it takes effect. For subscriptions, the position at the end of your term is explained above under "What happens at the end of a subscription."
21 General
These terms are governed by the laws of England and Wales. If any part of these terms is found to be invalid, the remaining terms continue to apply.
22 Contact
If you have any questions about these terms, email hello@hortimate.uk or call Alistair Henderson on 07800121485