Thoughtfullovecu

Return & Satisfaction Policy

Last updated: December 5, 2025

At Thoughtfullovecu, we are committed to your complete satisfaction with our landscape design and installation services. This policy outlines our commitment to quality and the remedies available should you be dissatisfied with our work.

1. Our Satisfaction Guarantee

We stand behind the quality of our work and are committed to ensuring you are completely satisfied with the services we provide. If you are not satisfied with any aspect of our service, we encourage you to contact us immediately so we can address your concerns.

2. Service-Specific Policies

Design Services

Our design process is highly collaborative to ensure your vision is realized:

  • Initial consultation includes discussion of concepts and preliminary ideas
  • Design revisions are included based on your service package
  • Major design changes after approval may incur additional fees
  • Design fees are non-refundable once work has commenced
  • You retain the right to cancel before design work begins with full refund of deposits

Plant Installation

All plants installed by Thoughtfullovecu are guaranteed for one full growing season under the following conditions:

  • Coverage: Plants that die or fail to thrive due to installation issues will be replaced at no charge
  • Requirements: Proper care and watering as instructed must be maintained
  • Exclusions: Damage from pests, disease, extreme weather, neglect, or third-party interference
  • Claim Process: Contact us within 30 days of noticing plant decline
  • Replacement: We will replace with the same or similar species based on availability

Hardscape Installation

We guarantee our hardscape work for 12 months from completion:

  • Guarantee covers defects in workmanship and materials
  • Normal settling of materials is expected and not covered
  • Damage from misuse, heavy vehicles, or natural disasters is excluded
  • Modifications by others void the guarantee
  • We will repair or replace defective work at our discretion

Water Features

Water feature installations include:

  • 12-month workmanship guarantee
  • Manufacturer warranties on pumps and equipment (varies by product)
  • Initial maintenance instruction and follow-up visit
  • Seasonal startup and shutdown services available separately

Lighting Systems

Outdoor lighting installations include:

  • 12-month guarantee on installation workmanship
  • Manufacturer warranties on fixtures and transformers
  • Free bulb replacement within first 90 days
  • Annual inspection and adjustment services available

3. Maintenance Services

For ongoing maintenance contracts:

  • Services are scheduled according to your service agreement
  • Weather delays may require rescheduling
  • You may cancel with 30 days written notice
  • Prepaid services will be prorated for any unused period
  • Quality issues should be reported within 7 days of service

4. Project Cancellation

Cancellation Before Work Begins

  • Full refund of deposits if cancelled more than 7 days before scheduled start
  • 50% refund if cancelled 3-7 days before scheduled start
  • No refund if cancelled within 72 hours of scheduled start

Cancellation After Work Begins

  • You will be charged for all work completed and materials ordered
  • Cancellation fees may apply to cover administrative costs and lost profit
  • Any custom materials ordered specifically for your project are non-refundable
  • Site must be left in a safe condition, which may require additional work at your expense

5. Refund Process

If a refund is due under this policy:

  • Request must be made in writing with detailed explanation
  • We will respond within 5 business days to acknowledge receipt
  • Investigation and resolution typically within 14 days
  • Approved refunds processed within 30 days
  • Refunds issued to original payment method

6. Remedies and Resolution

Before seeking a refund, we encourage you to allow us to resolve any issues:

  • Minor Issues: Can often be resolved with a simple adjustment or correction
  • Plant Problems: May require replacement during next appropriate season
  • Workmanship Concerns: We will assess and repair or redo as necessary
  • Design Disagreements: We will work with you to find a mutually acceptable solution

7. Exclusions and Limitations

This policy does not cover:

  • Damage caused by client, third parties, or acts of nature
  • Changes in personal preferences after project completion
  • Normal maintenance requirements
  • Natural color variations in materials
  • Plant growth rates or sizes (we provide estimates, not guarantees)
  • Wildlife interaction with plantings
  • Seasonal die-back of perennials (normal plant behavior)

8. Claims Process

To make a claim under this policy:

  1. Contact Us: Call or email as soon as you notice an issue
  2. Provide Details: Include photos and description of the problem
  3. Site Visit: We may schedule a visit to assess the situation
  4. Proposed Solution: We will explain how we intend to resolve the issue
  5. Resolution: We will implement the agreed solution within a reasonable timeframe

9. Time Limitations

Claims must be made within specified timeframes:

  • Plant guarantee claims: Within one growing season
  • Workmanship issues: Within 12 months of project completion
  • Service quality concerns: Within 7 days of service
  • Billing disputes: Within 30 days of invoice date

10. Your Responsibilities

To maintain coverage under this policy, you must:

  • Follow all care and maintenance instructions provided
  • Report problems promptly
  • Allow us reasonable access to assess and repair
  • Not attempt repairs yourself or hire others without our consent
  • Make timely payments as agreed

11. Dispute Resolution

If we cannot reach a satisfactory resolution:

  • We encourage mediation through a neutral third party
  • Trade association dispute resolution services may be available
  • Legal action should be a last resort
  • We are committed to finding fair solutions through dialogue

12. Consumer Rights

This policy does not affect your statutory rights under UK consumer protection law. You have the right to:

  • Services performed with reasonable care and skill
  • Services performed within a reasonable time
  • Remedy if services do not match description
  • Pursue legal remedies if we breach our contract

13. Contact Us

For questions about this policy or to make a claim:

Thoughtfullovecu
31 Iffley Road, Broad Marston, United Kingdom
Email: info@thoughtfullovecu.cv
Phone: +44 78 5876 5520
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM

We value your business and will work diligently to ensure your complete satisfaction with our services.