Payments & cancellations

How payments and
cancellations work

Plans change. You can stop future lawn-care visits without a cancellation penalty. We simply work out a fair final balance for authorised work already completed.

Free initial assessment
No charge for the unused year
Overpayments refunded

01 · Before you begin

What monthly payments cover

Monthly payments spread the agreed annual programme price over 12 instalments. They do not buy a visit every month: treatments follow the season, and some visits involve more work and materials than others.

Before you accept, your written quotation will confirm the work included, the annual total, the payment schedule and the cancellation terms. Any additional work or charges must be agreed in advance.

The initial assessment is free and without obligation. It will not become chargeable if you decide not to proceed or later cancel. Oxford Garden Company is not currently VAT registered, so no VAT is charged.

02 · If you want to stop

Tell Robert you want to cancel

You can cancel at any time by email or telephone, without a notice period or an explanation. Please include your name and the lawn address where possible so we can identify the programme. You do not have to use a particular form.

Tell us you want to cancel. Email lawncare@oxfordgardencompany.co.uk or call 07833 676 356.
We stop future visits and collections. Robert will confirm the cancellation in writing, but you do not need to wait for that confirmation for it to take effect.
We discuss a fair final balance. Robert will review the work completed and payments made with you, aiming to reach an arrangement that is fair to both sides. We confirm the outcome in writing and explain any balance or refund.

If you pay by standing order, please also cancel it with your bank. Stopping a bank payment alone may not tell us that you want to stop the service, so please let us know as well. Any payment received after cancellation will be included in the final account.

03 · A fair final balance

Pay for completed work, not unused visits

If you want to cancel, we will talk things through with you and aim to agree a fair final balance. Your cancellation takes effect when you tell us, even if we are still discussing that balance.

Outside the cooling-off rules below, any proposed charge for completed work is based on a reasonable proportion of the agreed annual programme price. We consider the type and amount of authorised work actually completed, not simply the number of months that have passed, and explain the calculation. Shared travel or setup is not charged twice. Any separately approved extras already completed are included at their agreed price.

If the fair charge for completed work exceeds your payments, there may be a balance to pay.
If your payments exceed the fair charge for completed work, we refund the difference.
If the amounts match, there is nothing more to pay.

We do not charge an exit or administration fee, demand the remaining annual payments, or reprice completed treatments at higher one-off rates because you cancel. Unused materials and work not carried out are not billed. Any amount due must be consistent with your agreement and statutory rights.

If there is a balance to pay

Payments received: £180
Charge for completed work: £240
Balance to pay: £60

If you are due a refund

Payments received: £300
Charge for completed work: £240
Refund to you: £60

Examples only, not treatment prices. Your own written quotation and the work actually completed determine your balance.

Refunds are made without undue delay and within 14 calendar days of your cancellation notice, using your original payment method unless you agree otherwise. If you disagree with the statement, contact Robert and we will explain and review it.

04 · Your consumer rights

Your 14-day cooling-off period

For most consumer service contracts agreed online, by telephone or at your home, you have 14 days to change your mind, starting the day after the contract is made. An enquiry or free assessment alone does not start a paid programme.

If no paid work has started, you receive a full refund. If you want work to start during the cooling-off period, we will first ask for your express request in writing and explain any proportionate payment due if you cancel after work begins.

Starting work does not by itself remove your right to cancel. Where the legal conditions for charging are met, you pay only a reasonable amount proportionate to the service supplied, based on the agreed total price. If we have not obtained the required request or supplied the required cancellation information, you will not be charged for work done during that period.

For a service completed entirely within the cooling-off period, the right to cancel is lost only if you expressly requested the early start and acknowledged that the right would end on full completion. Completing one visit does not mean an annual programme is fully completed.

Send your cancellation before the cooling-off deadline; you do not need to wait for our reply. These rights are additional to our policy, and apply for longer where the law requires, including if required cancellation information was not provided.

05 · Other changes

Weather, rearrangements and concerns

Need to move an appointment rather than cancel the programme? Contact Robert as soon as you can. Unsuitable weather may also mean a visit is rearranged. A postponed treatment is not treated as completed work.

If we cannot continue your programme, we will tell you, stop future payment collections and provide the same fair account of completed work and payments. Any refund due will be made promptly and within 14 calendar days of ending the programme.

If your concern is the quality of the service, please tell Robert. This change-of-mind policy does not limit your legal rights, including remedies where services are not carried out with reasonable care and skill. A cancellation payment is never a condition of raising a complaint.

This policy forms part of new lawn-care agreements that refer to it. It does not change an existing agreement retrospectively. Read it alongside your written quotation and cancellation information; nothing here removes your statutory rights.

Independent guidance: CMA guidance on cancellations and Trading Standards guidance on cooling-off rights.

Last updated: 6 September 2026.