Terms of service

Effective 1 October 2026

These Terms of Service apply to services provided by Superior Garden & Lawns ("we", "us" or "our") where these Terms are provided or made available to the customer before a booking is accepted or work begins. A quote may provide these Terms by attachment or by a working link to the current version. By accepting a quote, booking our services or otherwise instructing us to proceed after having access to these Terms, the customer ("you" or "your") agrees to them.

1. Quotes and acceptance

Unless stated otherwise, quotes are provided without obligation and remain valid for the period shown on the quote.

A booking is confirmed when you accept the quote through our quoting system, confirm acceptance in writing or otherwise instruct us to proceed.

Quotes are based on the information, photographs and site conditions available when the quote is prepared. If the condition, access or scope of the property is materially different when we attend, we may discuss a revised price or scope before proceeding.

Obvious errors or omissions in a quote may be corrected before work begins. Where a correction materially changes the price or scope, we will notify you and obtain your agreement to the corrected quote before proceeding.

2. Scope of work

We will provide the services described in the accepted quote.

Only work specifically included in the quote is included in the agreed price. We will obtain your approval before carrying out material chargeable work outside the accepted scope. Where immediate minor action is reasonably necessary to make the site safe or prevent damage, we may take reasonable steps and advise you as soon as practicable.

Time-based packages cover the stated amount of combined labour time. For example, two team members working for one hour equals two labour hours.

Where a package has a time limit, we will complete as much of the agreed priority work as reasonably possible within that time. A time-based package does not guarantee that every requested task will be completed.

3. Pricing and GST

Prices are in Australian dollars. The quote or invoice will state whether GST is included or added where applicable.

Package pricing applies to properties within the conditions and service area described on our website or quote. Additional charges may apply for:

• Long, thick or excessively wet grass

• Heavy or concealed vegetation

• Difficult or unsafe access

• Excessive obstacles or pet waste

• Hidden objects or debris

• Additional travel

• Additional labour or materials

• Green waste beyond the quoted allowance

• Conditions materially different from those described or photographed

We will obtain approval before performing material chargeable work outside the accepted scope, except for reasonable minor action necessary to address an immediate safety risk or prevent damage.

For recurring or ongoing services, pricing may be reviewed periodically, including annually, to reflect reasonable changes in labour, fuel, disposal, materials, insurance and other operating costs. At least 30 days' notice will be provided before a revised recurring rate takes effect. If you do not wish to continue at the revised rate, you may end the recurring service before the new rate takes effect without a cancellation penalty, subject to payment for services already completed and authorised costs already incurred. Any specific pricing or review arrangement stated in an accepted quote or agreement takes priority.

4. Property access and customer responsibilities

You are responsible for ensuring we have safe and reasonable access to the work area at the arranged time.

Before we arrive, you should:

• Unlock gates and provide any required access instructions

• Secure pets and keep people away from active work areas

• Remove toys, hoses, furniture and movable obstacles where practical

• Identify irrigation, cables, pipes, garden lighting and other concealed services

• Tell us about hazards, fragile items or areas requiring special care

• Remove pet waste unless its handling is included in the quote

Waiting time, repeat attendance or additional work caused by inaccessible areas or unprepared conditions may be charged where the amount represents our reasonable additional costs. If our crew attends but cannot reasonably access the property or required work area due to circumstances within your control, the cancellation/access fee in section 11 may apply.

5. Underground and concealed items

We take reasonable care while working. However, we may not be able to identify underground, overgrown or concealed items such as irrigation, cables, pipes, edging, rocks, wire, toys, glass or other debris.

You should identify known underground or concealed services before work begins. We are not responsible for damage caused solely by an undisclosed, incorrectly located or concealed item that could not reasonably have been identified while exercising due care and skill.

6. Existing property conditions

We may photograph existing site conditions before or during work for quoting, safety, quality-control or record-keeping purposes.

We are not responsible for pre-existing deterioration, instability, staining, damage, disease or defects that become apparent during the work.

Where continuing the work could cause damage or create a safety risk, we may pause the service and discuss available options with you.

7. Lawns, gardens and vegetation

Results can be affected by weather, soil, plant condition, previous maintenance, pests, disease and other circumstances outside our control.

We do not guarantee:

• Permanent removal of weeds or unwanted regrowth

• Survival of transplanted or newly planted vegetation

• Complete removal of roots unless specifically quoted

• Recovery of unhealthy or damaged lawns and plants

• Complete removal of permanent stains or discolouration

• A particular long-term result from pruning, fertilising or treatment

Herbicides and other treatments will only be applied where they form part of the agreed service or you have otherwise authorised their use, and only where appropriate, legally permitted and in accordance with product directions, safety requirements and suitable site and weather conditions.

Where standard spot spraying is included in a quote or package, the included quantity will be stated in that quote or package. Unless otherwise stated, additional standard made-up herbicide spray is charged at $20 including GST per additional 5 litres.

Specialist, selective or unusually high-cost herbicides, large-area treatments or treatment programs may be quoted separately. We may defer or decline spraying where wind, rain, heat, nearby people or animals, sensitive plants, access conditions or other factors make application unsuitable or unsafe.

8. Green waste and disposal

Green-waste removal is included only when stated in the accepted quote or package. Any included allowance or quoted quantity takes priority over the standard additional charges below.

Unless otherwise stated in the accepted quote, additional standard green-waste removal is charged by estimated reasonably compacted volume, assessed against the practical capacity of our trailer, bin or other collection method, as follows:

• Up to 0.5 m³: $75 including GST

• Up to 1.0 m³: $100 including GST

• Up to 1.5 m³: $125 including GST

• Up to 2.0 m³: $150 including GST

• Each additional 0.5 m³ in the same disposal run: +$25 including GST

These charges include normal handling, transport, vehicle/trailer resources, unloading and applicable disposal fees. Rates assume the waste can be removed in the same disposal run. Additional disposal trips, contaminated loads, soil, concrete, rubbish, timber or other non-green waste may be quoted separately or left onsite unless separately agreed.

We may decline to transport hazardous, contaminated or prohibited material.

9. Weather, fire danger and safety

Outdoor work may be postponed, changed or stopped because of rain, heat, wind, unsafe ground conditions, fire restrictions, total fire bans, equipment restrictions or other safety concerns.

Where practical, we will notify you and arrange another suitable time. Weather-related delays do not automatically constitute cancellation of the service.

We may immediately stop or refuse work that we reasonably believe is unsafe, unlawful, outside our capability or likely to damage property.

10. Scheduling and arrival times

Booking dates and arrival times are provided in good faith. Outdoor service schedules can be affected by weather, job conditions, equipment problems, traffic and earlier appointments.

We will take reasonable steps to notify you of significant delays. Unless expressly agreed, an arrival time is an estimated service window rather than a guaranteed exact time.

11. Customer cancellations and rescheduling

Please give at least 24 hours' notice if you need to cancel or reschedule a booking.

Cancellations or rescheduling requests received less than 24 hours before the scheduled service may incur a cancellation fee of up to 20% of the scheduled service value, capped at $250 including GST, reflecting reasonable loss and costs associated with the reserved booking.

Where our crew attends but cannot reasonably access the property or carry out the scheduled service due to circumstances within your control, the same cancellation/access fee may apply. Extreme, emergency or otherwise uncontrollable circumstances will be assessed case by case and the fee may be reduced or waived where appropriate.

If we have already purchased non-returnable materials, committed authorised third-party services or incurred other specific costs for your booking, those reasonable costs may also remain payable to the extent permitted by law and to the extent they are not already covered by the cancellation fee. Any cancellation charge will not limit rights available under Australian Consumer Law.

12. Cancellations by us

We may cancel, postpone or stop work because of unsafe conditions, illness, equipment failure, severe weather, fire restrictions, access problems or circumstances outside our reasonable control.

If we permanently cancel prepaid work that has not been supplied, we will refund the portion paid for the uncompleted service, except for authorised materials, completed work or reasonable costs already incurred.

13. Deposits

A deposit may be required for larger projects, materials, waste arrangements or specially scheduled work.

The required amount and payment date will be stated on the quote. Deposits are applied towards the final invoice.

If you cancel, we may deduct actual and reasonable costs already incurred specifically for your booking, including authorised non-returnable materials or third-party commitments. Where requested, we will provide a reasonable explanation of those deductions. Any refundable balance will be returned within 7 business days after cancellation or final reconciliation. Nothing in this section excludes rights available under Australian Consumer Law.

14. Recurring services

Recurring services will be performed at the agreed frequency, subject to weather, access and seasonal conditions.

If a scheduled visit is skipped, delayed or cancelled, additional growth may increase the work required at the following visit. We will advise you if a growth surcharge, extra time or revised service is reasonably required.

Either party may end a recurring arrangement by giving at least 7 days' notice. If a customer gives less than 24 hours' notice before an already scheduled visit, the late-cancellation provisions in section 11 may apply to that visit. Charges remain payable for services already completed and authorised costs already incurred.

15. Invoices and payment

Unless otherwise stated in the accepted quote or agreement, payment is due within 7 days of the invoice date. Where a different payment term is stated in an accepted quote or agreement, that specific term applies to that service.

If an invoice becomes overdue, we may:

• Send payment reminders

• Pause future bookings

• Require payment before further work

• Recover reasonable costs directly incurred in collecting an undisputed overdue amount, where legally permitted

If you dispute an invoice, please contact us promptly and identify the amount and reason for the dispute. Undisputed portions remain payable.

16. Card and electronic payments

Payments may be processed through third-party payment providers. Those providers may apply their own terms and privacy policies.

We do not store complete payment-card details unless expressly handled through an authorised payment provider.

From 1 October 2026, we do not apply a surcharge for payments made using eftpos, Mastercard, Visa or American Express card payments. Card-processing costs are incorporated into our overall pricing and are not added as a separate card payment fee.

17. Damage or service concerns

Please notify us as soon as reasonably possible if you believe our work has caused damage or has not been completed as agreed. Where practical, provide photographs and allow us a reasonable opportunity to inspect the issue.

If our service fails to meet an applicable consumer guarantee, you may be entitled to have the service corrected, receive a refund for the affected portion or obtain another remedy available under Australian Consumer Law.

We will not be liable to the extent that loss or damage was caused by:

• A pre-existing defect

• Inaccurate or incomplete information supplied by you

• An undisclosed or concealed hazard

• Interference by another person after our work

• Your failure to follow reasonable care or maintenance instructions

• An event outside our reasonable control

Nothing in these Terms excludes, restricts or modifies a right, guarantee or remedy that cannot legally be excluded.

18. Photographs and promotional use

We may take photographs for quoting, documenting site conditions, safety, quality control, business records and evidence of existing damage or completed work.

We may use photographs for advertising, our website or social media without prior approval where they do not show a person and do not contain details that would reasonably identify the customer or property to the general public. Before promotional use, we will avoid or remove obvious identifying details such as street addresses, house numbers, street signs, vehicle registrations and location metadata, and we will not use accompanying text that identifies the property. A customer may still recognise their own garden or property even where it is not reasonably identifiable to the general public. We will obtain permission before using photographs that identify a person or are otherwise reasonably capable of identifying the property or customer. Customers may ask us at any time not to use photographs of their property for future promotional purposes.

Further information about how we handle personal information is available in our Privacy Policy.

19. Insurance and third-party service providers

Superior Garden & Lawns maintains insurance appropriate to the services we agree to perform, subject to the terms, conditions, exclusions and limits of the applicable policies. Evidence of current coverage may be provided on reasonable request.

We may use appropriately selected employees, contractors or specialist service providers to assist with a job. We remain responsible for services supplied under our agreement to the extent required by law. Specialist work outside our scope may require a separate agreement directly between you and the specialist provider.

20. Website information

Information and indicative prices published on our website are general and may change.

Website package prices are subject to the conditions, inclusions and exclusions shown on the relevant page. A property-specific accepted quote takes priority over general website information where the two differ.

21. Australian Consumer Law

Our services come with guarantees that cannot be excluded under Australian Consumer Law, including that services will be provided with due care and skill, be reasonably fit for an agreed purpose and be supplied within a reasonable time where no time has been agreed.

These Terms must be read subject to those rights.

22. Complaints and disputes

If you have a concern, please contact us first so we have an opportunity to resolve it.

If a dispute cannot be resolved directly, either party may seek assistance from Consumer Affairs Victoria or pursue any other lawful dispute-resolution option.

23. Governing law

These Terms are governed by the laws of Victoria, Australia. The parties submit to the courts and tribunals with jurisdiction in Victoria.

24. Changes to these Terms

We may update these Terms from time to time. The version applying to a booking will generally be the version available when the relevant quote or booking was accepted, unless a lawful variation is agreed.

25. Statutory rights and regulated work

Nothing in these Terms limits any statutory cooling-off, cancellation, disclosure or contract-form rights or requirements that apply by law. Where a particular service is subject to mandatory statutory terms, a prescribed contract, disclosure requirements or a cooling-off process, those requirements prevail and these Terms operate only to the extent consistent with them. These general Terms do not replace any separate contract or documentation that the law requires for regulated building, trade or other work.

26. Contact details

Superior Garden & Lawns
Sale, Victoria
Phone: 0494 554 253
Website: www.superiorgardenservices.com.au