Quote & Estimate Terms

1. About RidgeOak

RidgeOak Property Maintenance provides property and outdoor maintenance services, including gardening, fencing, landscaping, guttering, roof cleaning, jet washing, brickwork, repairs and related installation services.

2. Definitions

In these terms:

• Customer means the person or organisation requesting or accepting an estimate, quotation or service.
• Estimate means an indicative or approximate price based on the information available at the time. An estimate is not a promise to complete the work for that exact amount.
• Online estimate means a price range or estimated price generated by our online quotation calculator.
• Quotation or quote means our written offer to provide clearly described work for a stated price, subject to its assumptions, exclusions, validity period and these terms.
• Contract means the legally binding agreement formed when RidgeOak accepts the customer’s instruction to proceed with an identified quotation or service.
• Work means the services, labour, materials and other items expressly included in the accepted quotation.
• Additional work means work, labour, materials, equipment or disposal not included in the accepted quotation.
• Site or property means the location where the work is to be assessed or carried out.
• Writing includes email, electronic messages and documents sent electronically.

3. Difference between an estimate and a quotation

4. Online quotation calculator

The calculator uses the selections, measurements, quantities and answers entered by the user together with RidgeOak’s current internal pricing rules.

The result is calculated without a complete physical inspection of the property and may not identify hidden, inaccessible or incorrectly described conditions.

An online estimate may change after:

• A review of the submitted information or photographs.
• A telephone or email discussion.
• Confirmation of accurate measurements.
• A site visit or physical inspection.
• Confirmation of materials and specifications.
• Assessment of access and safety requirements.
• Assessment of waste and disposal requirements.

Submitting a calculator result does not require the customer to book the work and does not require RidgeOak to accept or carry out the work.

RidgeOak may correct an obvious calculation, data-entry, pricing, display or technical error before accepting a booking.

5. Information supplied by the customer

Our estimates and quotations rely on the information supplied by the customer. The customer must provide information that is accurate, complete and not misleading.

This includes, where relevant:

• Correct measurements and quantities.
• The location and type of surface or structure.
• The age and known condition of the work area.
• Existing damage, movement, leaks or instability.
• Access restrictions and parking arrangements.
• Working-height requirements.
• Known underground or concealed services.
• Waste quantities and disposal requirements.
• Property boundaries and ownership.
• Required materials, colours and specifications.
• Any relevant permissions, restrictions or deadlines.

RidgeOak is not responsible for an inaccurate estimate caused by incorrect, incomplete or misleading information supplied by the customer.

6. Measurements and quantities

Measurements entered into the calculator or supplied remotely by the customer are treated as customer-provided measurements unless RidgeOak confirms otherwise in writing.

The customer should not reduce, round down or guess measurements to obtain a lower estimated price.

If RidgeOak’s measurements or the actual quantities differ from those originally supplied, the estimate or quotation may be revised before the work begins.

If a discrepancy is discovered after work begins, RidgeOak will explain the issue and any reasonable price or scope adjustment before carrying out materially additional chargeable work, except where immediate action is reasonably necessary for safety or to prevent damage.

7. Photographs and remote assessments

Photographs and videos can assist with preparing an estimate or quotation, but they may not show scale, depth, hidden damage, access difficulties, structural movement, surface weakness or other relevant conditions.

A price based only on photographs, video or a telephone description may therefore be subject to confirmation on arrival at the property.

The customer must provide recent, clear and representative images and must not deliberately exclude relevant areas or defects.

8. Site visits and inspections

RidgeOak may require a site visit before issuing or confirming a quotation.

A site visit is a reasonable visual assessment of accessible areas. It is not a structural survey, drainage survey, engineering inspection or specialist report unless this is expressly agreed in writing.

RidgeOak is not required to lift fixed surfaces, excavate ground, dismantle structures or open concealed areas when preparing a quotation unless this has been specifically agreed.

Conditions that could not reasonably be identified during a visual inspection may be treated as unforeseen conditions.

9. Scope of work

A quotation covers only the work expressly described in the quotation.

Any item not expressly included is excluded, even if it is nearby, connected to the work or becomes visible while the work is being carried out.

Unless specifically included, a quotation does not include:

• Structural engineering or specialist surveys.
• Planning permission or building-control fees.
• Party-wall procedures.
• Asbestos testing or removal.
• Utility-company work.
• Relocation of concealed pipes, cables or drains.
• Repair of unrelated pre-existing damage.
• Removal of hazardous or contaminated waste.
• Making good areas outside the stated work area.
• Work requested after the quotation was prepared.

10. Assumptions and exclusions

Estimates and quotations may be based on reasonable assumptions about the property and the proposed work.

Unless stated otherwise, we may assume that:

• The work area is safely and reasonably accessible.
• The customer has authority to approve the work.
• The boundaries identified by the customer are correct.
• Existing structures and surfaces are reasonably stable and suitable for the proposed work.
• Normal hand and power tools can be used without unusual restrictions.
• Water and electricity are available where reasonably required.
• Normal working hours and access arrangements will apply.
• No hazardous substances or protected species are present unless disclosed.
• No concealed service, obstruction or defect will prevent the work.

If a material assumption proves incorrect, RidgeOak may revise the price, method, programme or scope before continuing.

11. Hidden defects and unforeseen conditions

Property-maintenance work can reveal conditions that were not visible or reasonably identifiable when the quotation was prepared.

Examples include:

• Rotten or weakened timber.
• Loose, hollow, cracked or unstable surfaces.
• Hidden pipework, drainage, cables or foundations.
• Buried concrete, roots, rubble or previous posts.
• Unsafe roofs, gutters, walls or structures.
• Unexpected water damage or leakage.
• Unstable brickwork or failed mortar.
• Contaminated, hazardous or unusually heavy waste.
• Insect nests, protected wildlife or invasive plants.
• Previously concealed poor-quality repairs.

Where unforeseen conditions affect the work, RidgeOak may pause the affected part, explain the issue and provide an additional price, revised quotation or alternative solution.

RidgeOak is not obliged to carry out additional or unsafe work for the original quoted price.

12. Changes and additional work

The customer may request changes before or during the work. RidgeOak may accept or refuse a requested change depending on safety, availability, practicality and scheduling.

A change may affect the price, materials, completion date and other work already planned.

Where reasonably practicable, additional work and its price will be agreed before it is carried out.

Approval may be given in writing, by email, by electronic message or verbally at the property. RidgeOak may record the agreed change in the final invoice or other written communication.

If the customer is not present, RidgeOak may postpone additional work until approval is obtained.

13. Materials and product availability

Quotations may depend on the price and availability of materials from third-party suppliers.

Natural materials, timber, paving, bricks, aggregates and manufactured products may vary in shade, texture, grain, dimensions, finish and appearance.

Where a specified product becomes unavailable, discontinued or subject to an exceptional supplier change before purchase, RidgeOak will discuss a suitable alternative or revised price with the customer.

RidgeOak will not substitute a materially different product without the customer’s agreement, except for an immaterial equivalent that does not reduce the agreed quality or function.

14. Waste removal and disposal

Waste removal is included only where expressly stated in the quotation.

A waste-removal price is based on the type, estimated quantity, weight, volume and accessibility of the waste described when the quotation was prepared.

Additional charges may apply where:

• The actual waste quantity is materially greater.
• The waste is unusually heavy, mixed or difficult to access.
• Hazardous or controlled waste is discovered.
• Items not produced by RidgeOak’s work are added to the waste.
• Additional transport, labour, permits or disposal fees are required.

Customers must not add household, commercial or third-party waste to material being removed by RidgeOak without prior agreement.

15. Access and site preparation

The customer must provide safe and reasonable access to the property and work area at the agreed time.

The customer should, where applicable:

• Unlock gates and access points.
• Move vehicles and movable belongings.
• Keep children and animals away from the work area.
• Inform neighbours where access may affect them.
• Identify known pipes, cables, drains and private services.
• Obtain parking permissions or visitor permits.
• Provide access to water and electricity where agreed.

Additional time, attendance or parking costs caused by unavailable or restricted access may be chargeable where reasonable.

16. Permissions and property boundaries

The customer is responsible for confirming that they own the property or have authority to instruct the work.

Unless expressly agreed otherwise, the customer is responsible for:

• Planning permission.
• Listed-building consent.
• Building-control approval.
• Landlord or managing-agent permission.
• Neighbour or joint-owner consent.
• Party-wall requirements.
• Restrictions in leases, covenants or estate rules.
• Confirming the correct property boundary.

RidgeOak does not determine legal ownership or boundary positions and may rely on the information supplied by the customer.

17. Validity of quotations

Unless a different period is stated, a quotation remains open for acceptance for 30 calendar days from its issue date.

Acceptance after the validity period is subject to RidgeOak confirming the price, availability and proposed start date again.

RidgeOak may withdraw a quotation before acceptance where there is a genuine error, unavailable material, safety issue or significant change in the circumstances on which the quotation was based.

18. Accepting a quotation

The customer may indicate acceptance by email, electronic message, signed document, online acceptance or another method agreed with RidgeOak.

Customer acceptance is a request to proceed. A contract is formed when RidgeOak confirms acceptance of the instruction, confirms the booking or begins the work with the customer’s authority.

RidgeOak may require a deposit, material payment or other agreed condition before confirming the booking.

A provisional date or discussion of availability does not reserve a date unless RidgeOak confirms the booking.

19. Deposits and advance payments

Where a deposit or advance payment is required, the amount and payment deadline will be stated in the quotation, invoice or booking communication.

Deposits may be used towards materials, supplier commitments, preparation and reservation of labour.

A deposit is not automatically non-refundable. Any amount retained following cancellation will be limited to what RidgeOak may lawfully retain, taking account of work performed, materials ordered, commitments made and reasonable losses caused by the cancellation.

RidgeOak will take reasonable steps to reduce avoidable losses where a customer cancels.

20. Payment

The price, payment stages and due dates will be stated in the accepted quotation or invoice.

Unless a staged arrangement is agreed, payment becomes due in accordance with the invoice issued for the completed work.

The customer must raise any genuine query about an invoice promptly and pay any undisputed amount by the due date.

Additional work authorised by the customer may be added to the final invoice.

21. Consumer cancellation rights

Consumers may have a statutory right to cancel certain contracts made online, by telephone or away from RidgeOak’s business premises.

Where the statutory cancellation right applies, the cancellation period will normally end 14 days after the day the service contract is entered into.

Details of the applicable cancellation right and how to exercise it will be provided where required by law.

Work requested during the cancellation period

A consumer may expressly request that RidgeOak starts work before the cancellation period has ended.

If the consumer then cancels after work has started, RidgeOak may charge a proportionate amount for services properly supplied up to the time cancellation was communicated, where permitted by law.

Where a service has been fully performed during the cancellation period following the consumer’s express request and required acknowledgement, the statutory right to cancel may be lost.

Urgent repairs

Statutory cancellation rules may contain exceptions for urgent repairs or maintenance specifically requested by a consumer, although additional work or goods beyond the urgent request may remain subject to the normal rules.

22. Cancellation outside statutory rights

If the customer cancels after a contract has been formed and no statutory cancellation right applies, RidgeOak may charge or retain a reasonable amount reflecting losses directly caused by the cancellation.

This may include:

• Work already completed.
• Site visits or preparation already carried out.
• Non-returnable or specially ordered materials.
• Supplier cancellation or restocking charges.
• Committed third-party costs.
• Reasonable loss resulting from labour reserved for the cancelled work.

RidgeOak will not impose a cancellation charge that is disproportionate to the actual circumstances and losses.

23. Start dates and completion times

Any proposed start date or completion time is an estimate unless expressly confirmed as a binding deadline.

Property-maintenance work may be affected by weather, drying times, supplier delays, access, additional work, hidden conditions, illness, equipment failure and events beyond reasonable control.

RidgeOak will communicate material delays and arrange a revised date where reasonably possible.

Time is not treated as legally essential unless this has been expressly agreed in writing.

24. Weather and seasonal conditions

Certain services cannot safely or effectively be carried out during unsuitable weather or ground conditions.

RidgeOak may postpone or pause work because of rain, high winds, freezing conditions, excessive heat, saturated ground, unsafe roof conditions or other weather-related risks.

A weather-related postponement does not automatically cancel the contract. RidgeOak will arrange a suitable replacement date.

25. Safety

RidgeOak may refuse, stop or change the method of work where continuing would create an unreasonable safety, legal or property-damage risk.

RidgeOak is not required to follow a customer instruction that would breach legal duties, manufacturer guidance or reasonable safety practice.

Where an undisclosed hazard causes additional work, delay or specialist involvement, the price and programme may be revised.

26. Customer-supplied materials

RidgeOak may agree to install or use materials supplied by the customer, but is not responsible for their quality, suitability, dimensions, compatibility, availability or manufacturer warranty.

Additional labour or delay caused by incorrect, damaged, insufficient or unsuitable customer-supplied materials may be chargeable.

RidgeOak may refuse to use a product that appears unsafe, inappropriate or unsuitable for the intended work.

27. Existing property and pre-existing damage

RidgeOak is not responsible for pre-existing defects, deterioration or damage that was not caused by a failure to use reasonable care and skill.

Cleaning, pressure washing, repair or removal work may reveal previous staining, discolouration, patching, cracks, weak mortar, loose coatings or other existing defects.

Where RidgeOak believes an existing surface or structure may be vulnerable, we may warn the customer, recommend a different method or decline the affected work.

28. Standard of service

RidgeOak will perform contracted services with reasonable care and skill.

The customer must allow RidgeOak a reasonable opportunity to inspect and, where appropriate, correct a problem with the work.

Nothing in these terms limits the remedies available to a consumer under the Consumer Rights Act 2015 or other mandatory law.

29. Limits of estimates and advice

An estimate or quotation is not a structural survey, engineering report, drainage survey, legal boundary opinion or guarantee that no hidden defect exists.

Where specialist assessment is reasonably required, RidgeOak may recommend that the customer obtains advice from an appropriately qualified professional before work proceeds.

30. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or breach of rights that cannot lawfully be excluded.

RidgeOak is responsible for foreseeable loss or damage caused by a breach of contract or failure to use reasonable care and skill.

RidgeOak is not responsible for loss caused solely by:

• Incorrect or incomplete customer information.
• Undisclosed defects or hazards.
• Unauthorised changes made by another person.
• Failure to follow reasonable aftercare instructions.
• Normal wear, weathering or natural movement.
• Customer-supplied materials or products.
• Events outside RidgeOak’s reasonable control.

Nothing in this section removes any statutory consumer right or remedy.

31. Business customers

Where the customer is acting wholly or mainly for business purposes, consumer cancellation rights and other consumer-only protections may not apply.

A business customer must ensure that the person accepting a quotation has authority to bind the relevant business or organisation.

32. Privacy

Personal information supplied for estimates, quotations and bookings is handled in accordance with our Privacy Policy.

Information about cookies and similar technologies is provided in our Cookie Policy.

33. Changes to these terms

RidgeOak may update these terms to reflect changes to the business, quotation system, services or applicable law.

The terms supplied with or linked from an accepted quotation will normally apply to that quotation. Later changes will not retrospectively alter an existing contract unless agreed or required by law.

34. Severability and waiver

Each provision of these terms operates separately. If a court or competent authority finds a provision unlawful or unenforceable, the remaining provisions will continue in effect.

A delay in enforcing a right does not mean that RidgeOak has waived that right.

35. Governing law and jurisdiction

These terms and any dispute or claim arising from them are governed by the law of England and Wales.

Consumers may bring proceedings in the courts available to them under applicable law. Business customers agree that the courts of England and Wales will have exclusive jurisdiction.

36. Contact