Terms & Conditions

Please read these Terms & Conditions (“Terms”) carefully before using the services provided by TWELVE12 LIMITED (trading as GreenRun). By booking or using our services, you agree to be bound by these Terms in full.

1. Definitions

In these Terms, the following definitions apply:

• “Company”, “we”, “us”, or “our” means TWELVE12 LIMITED (trading as GreenRun), a company registered in England & Wales (company number 15070672), operating from Norwich, Norfolk, UK.
• “Customer”, “you”, or “your” means any individual or entity that books or uses our services.
• “Services” means all gardening, landscaping, and related services offered by the Company, including but not limited to lawn mowing, hedge trimming, leaf removal, garden clearance, garden maintenance, tree surgery, pressure washing, waste removal, and fencing.
• “Booking” means a confirmed request for Services made through our website, mobile application, or any other accepted booking method.
• “Platform” means the GreenRun website (greenrun.uk) and the GreenRun mobile application.
• “Referral Code” means a unique code in the format GR-XXXXXX issued to customers as part of our Referral Programme.

2. Service Description

GreenRun provides professional, on-demand gardening services across Norwich, Norfolk, and surrounding areas. Our services include:

• Lawn mowing (from £20)
• Hedge trimming (from £40)
• Leaf removal (from £25)
• Garden clearance (from £50)
• Garden maintenance
• Tree surgery
• Pressure washing
• Waste removal (add-on service, from £20)
• Fencing Coming Soon

Prices listed above are starting prices and may vary depending on the size of the area, complexity of the work, and any additional requirements. All services are subject to availability and may be limited by seasonal or regional factors.

3. Eligibility & Minimum Age

3.1 You must be at least 18 years of age to make a booking or use our services. If you are under 18, you may only use our services with the express authorisation and supervision of a parent or legal guardian.

3.2 By making a booking, you confirm that you are at least 18 years old or that you have obtained the necessary authorisation from a parent or legal guardian.

4. User Accounts

4.1 Registration. To access certain features of the Platform, you may need to create an account. You agree to provide accurate, current, and complete information during registration and to keep your account details up to date.

4.2 Security. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at info@greenrun.uk if you become aware of any unauthorised use of your account.

4.3 Responsibility. You are solely responsible for all actions taken through your account, whether or not you authorised those actions.

4.4 Suspension & Termination. We reserve the right to suspend or terminate your account at any time if we reasonably believe you have breached these Terms, engaged in fraudulent or abusive behaviour, or misused the Platform. Where possible, we will notify you before taking such action.

5. Booking & Payment

5.1 Making a Booking. Bookings can be made through the GreenRun website or mobile application. By completing a booking, you are making an offer to purchase our Services subject to these Terms. A booking is confirmed only when we send you a confirmation notification or email.

5.2 Pricing. The price for each service will be as quoted at the time of booking. If additional work is required beyond the original scope, we will notify you and obtain your agreement before proceeding. Any additional charges will be communicated before work commences.

5.3 Payment. Payment is processed securely via Stripe. We accept major debit and credit cards. Payment is taken at the time of booking or upon completion of the service, as indicated during the booking process. All prices are in British Pounds (£). TWELVE12 LIMITED is not currently VAT registered; prices are therefore not subject to VAT.

5.4 Failed Payments. If a payment fails, we reserve the right to suspend or cancel the booking until payment is successfully received.

6. Cancellation Policy

6.1 Customer Cancellations. You may cancel or reschedule a booking free of charge provided you give at least 24 hours’ notice before the scheduled service time.

6.2 Late Cancellations. Cancellations made with less than 24 hours’ notice may incur a cancellation charge of up to 50% of the quoted service price. This is to cover the cost of scheduling and preparation.

6.3 No-Shows. If we attend the scheduled appointment and are unable to carry out the work due to circumstances within your control (e.g., locked access, unsafe conditions not previously disclosed), the full quoted price may be charged.

6.4 Cancellation by Us. We reserve the right to cancel a booking at any time. If we cancel, you will receive a full refund for any payments already made.

7. Weather & Rescheduling

Gardening services are weather-dependent. If adverse weather conditions (including but not limited to heavy rain, storms, high winds, frost, or snow) make it unsafe or impractical to carry out the scheduled work, we may reschedule the service at no additional cost to you.

We will notify you as soon as reasonably practicable if rescheduling is required and will work with you to arrange an alternative date at the earliest convenience.

8. Access & Property

8.1 Access. You must ensure that our team has safe, clear, and unobstructed access to the areas where work is to be carried out. This includes unlocking gates, securing pets, and removing personal items from the work area.

8.2 Pre-Existing Conditions. We are not responsible or liable for any pre-existing damage, defects, or issues with your property, garden, or landscaping. If we identify any pre-existing issues that may affect the quality of service, we will inform you before proceeding.

8.3 Concealed Hazards. You must inform us of any known hazards, including but not limited to underground utilities, irrigation systems, septic tanks, uneven ground, or the presence of harmful substances. We shall not be held liable for damage caused by concealed hazards that were not disclosed prior to the service.

8.4 Third-Party Property. If the service location is not owned by you, it is your responsibility to obtain all necessary permissions from the property owner before booking.

9. Liability

9.1 Limitation of Liability. Our total liability arising out of or in connection with any booking or service shall not exceed the total amount you paid for that specific service.

9.2 Indirect Loss. We shall not be liable for any indirect, incidental, special, consequential, or punitive losses or damages, including but not limited to loss of profit, loss of use, loss of data, or damage to reputation, even if we have been advised of the possibility of such damages.

9.3 Professional Indemnity. TWELVE12 LIMITED (trading as GreenRun) holds appropriate professional indemnity and public liability insurance. Details of our insurance coverage are available upon reasonable request.

9.4 Force Majeure. We shall not be liable for any failure or delay in performing our obligations where such failure or delay arises from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, or industrial disputes.

9.5 Nothing Excluded. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter for which liability cannot lawfully be excluded or limited.

10. Your Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015. For more information about your consumer rights, visit www.citizensadvice.org.uk or call the Citizens Advice consumer helpline.

11. Green Waste

11.1 Waste Removal. Waste removal may be included in the service price or offered as an optional add-on, as indicated during the booking process. Where waste removal is an add-on, the additional cost will be clearly shown before you confirm your booking.

11.2 Excessive Waste. If the volume of green waste significantly exceeds what would reasonably be expected for the service booked, we reserve the right to apply an additional charge. We will discuss this with you before incurring any extra cost.

11.3 Non-Green Waste. Our services do not cover the removal of non-green waste, including construction materials, household waste, or hazardous materials. Disposal of such items may be arranged separately at an additional cost.

12. Recurring Bookings

12.1 Plans. We offer recurring booking plans on a weekly, fortnightly, or monthly basis. Customers who subscribe to a recurring plan receive a 10% discount on all services included in that plan.

12.2 Flexibility. You may pause, resume, or cancel your recurring booking at any time through the Platform. Changes will take effect from the next scheduled service date, provided at least 24 hours’ notice is given.

12.3 Pricing. Recurring booking prices are based on the rates at the time of subscription. We reserve the right to adjust pricing with at least 30 days’ written notice. You may cancel your recurring plan if you do not agree to the new pricing.

13. Referral Programme

13.1 How It Works. Existing customers may refer new customers using their unique Referral Code (format: GR-XXXXXX). When a new customer uses a valid Referral Code during their first booking:

• The new customer (referee) receives £5 off their first service.
• The existing customer (referrer) receives £5 credit applied to their account, redeemable against future bookings.

13.2 Conditions. Referral credits are non-transferable, have no cash value, and cannot be combined with other promotional offers unless explicitly stated. We reserve the right to modify, suspend, or terminate the Referral Programme at any time without prior notice.

13.3 Misuse. We reserve the right to withhold or revoke referral credits if we suspect fraudulent or abusive activity, including self-referrals.

14. Reviews & Feedback

14.1 Leaving Reviews. Customers are encouraged to leave honest reviews and feedback about our services through the Platform or third-party review sites.

14.2 Moderation. We reserve the right to moderate, edit, or remove reviews that contain offensive, defamatory, or inappropriate content, or that violate any applicable laws. We do not alter reviews to change their sentiment or meaning.

14.3 Use of Reviews. By submitting a review, you grant us a non-exclusive, royalty-free, perpetual licence to use, reproduce, and display your review for promotional and marketing purposes.

15. Photography & Media

15.1 Job Photography. As part of our services, our team may take before-and-after photographs of completed work for quality assurance, record-keeping, and to share with you through the Platform.

15.2 Use on Social Media & Marketing. By booking our services, you grant GreenRun a non-exclusive, royalty-free licence to use before-and-after photographs taken during the completion of your job for marketing and promotional purposes, including on our website, social media channels, and printed materials. All photographs used for marketing will be anonymised — we will not publish any information that identifies your property address, house number, or personal details.

15.3 Opting Out. If you do not wish for photographs of your property to be used for marketing purposes, you may opt out at any time by contacting us at info@greenrun.uk. We will remove any images associated with your property within 14 days of your request. Opting out does not affect photographs taken for quality assurance and job records.

15.4 Customer-Submitted Content. If you upload photographs or other content through the Platform (such as photos accompanying a booking request or review), you grant us the same licence described in clause 15.2 above, subject to the same anonymisation protections.

16. Intellectual Property

16.1 Ownership. The GreenRun brand, name, logo, website content, mobile application, graphics, text, images, software, and all other intellectual property associated with the Platform and our services are owned by TWELVE12 LIMITED or its licensors and are protected by applicable intellectual property laws.

16.2 Restrictions. You may not copy, reproduce, distribute, modify, create derivative works from, publicly display, or otherwise exploit any of our intellectual property without the prior written permission of TWELVE12 LIMITED, except as permitted by law.

16.3 Feedback. If you provide us with suggestions, ideas, or feedback regarding our services or Platform, you agree that we may use such feedback freely without any obligation to you.

17. Electronic Communications

17.1 Consent. By creating an account or making a booking, you agree to receive electronic communications from us, including booking confirmations, service updates, reminders, and receipts. These communications are necessary for the performance of our services.

17.2 Marketing. With your consent, we may also send you promotional communications, offers, and newsletters. You can opt out of marketing communications at any time by clicking the “unsubscribe” link in any marketing email, updating your communication preferences in your account, or contacting us at info@greenrun.uk. Opting out of marketing will not affect transactional communications related to your bookings.

18. Mobile Application

18.1 “As Is”. The GreenRun mobile application is provided on an “as is” and “as available” basis. While we endeavour to keep the app updated and running smoothly, we do not guarantee that the app will be available at all times, free from errors, or compatible with all devices and operating systems.

18.2 Updates. We may release updates to the app from time to time. Some updates may be required in order to continue using the app. We recommend keeping the app updated to the latest version for the best experience.

18.3 Discontinuation. We reserve the right to modify, suspend, or discontinue the mobile application (or any features within it) at any time, with or without notice. We will not be liable to you or any third party for any such modification, suspension, or discontinuation.

19. Third-Party Services

19.1 Payment Processing. We use Stripe to process payments securely. Your use of Stripe’s services is subject to Stripe’s own terms and conditions and privacy policy.

19.2 Other Providers. We may use third-party services including Google services, mapping providers, cloud hosting, and analytics tools to operate and improve our Platform. We are not responsible for any outages, errors, or issues caused by third-party service providers.

19.3 Third-Party Links. Our Platform may contain links to third-party websites or services. We do not endorse or accept responsibility for the content, privacy practices, or availability of such third-party services.

20. Data Protection

We take your privacy seriously. All personal data collected through our Platform and services is processed in accordance with our Privacy Policy, the UK General Data Protection Regulation (UK GDPR), and the Data Protection Act 2018.

By using our services, you consent to the collection, use, and processing of your personal data as described in our Privacy Policy. We will never sell your personal data to third parties.

21. Complaints

We are committed to providing excellent service. If you are dissatisfied with any aspect of our services, please contact us:

• 📧 Email: info@greenrun.uk
• 📞 Phone: +44 7424 053410

We aim to acknowledge all complaints within 2 working days and to reach a full resolution within 14 days.

If we cannot resolve your complaint, you may refer the matter to an alternative dispute resolution (ADR) provider. You can also use the UK Government’s online dispute resolution platform at Citizens Advice — Get More Help.

22. Changes to These Terms

We reserve the right to update or modify these Terms at any time. Changes will be posted on this page with an updated “Last updated” date. Where changes are material, we will make reasonable efforts to notify you via email or through the Platform.

Your continued use of our services following any changes to these Terms constitutes your acceptance of the revised Terms. We encourage you to review this page periodically.

23. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England & Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England & Wales.

24. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

25. Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and TWELVE12 LIMITED (trading as GreenRun) with respect to the use of our services and supersede all prior agreements, understandings, and representations, whether written or oral.