Refund Policy
Evergreen Nature Ltd aims to provide clear and fair refund and cancellation arrangements for services supplied within the United Kingdom. This policy covers all service bookings, guided events, consultancy agreements and training sessions sold directly by Evergreen Nature Ltd unless a bespoke contract states different terms. We recognise consumer protections under UK law and seek to apply reasonable commercial terms for business and public sector clients while ensuring we can meet our obligations to suppliers, contractors and volunteers.
Cancellation by the client
If you cancel a confirmed booking more than 14 days before the agreed start date we will refund fees paid less any non-recoverable costs (such as specialist plant ordering or subcontractor deposits). For cancellations between 14 and 7 days we reserve the right to retain up to 50% of the fee to cover commitments. For cancellations within 7 days, or for no-shows, we may charge 100% of the agreed fee where costs have already been incurred. For volunteer-led events arranged free of charge we ask that cancellations are notified as soon as possible to allow reallocation of places.
Cancellation or rescheduling by Evergreen Nature Ltd
We may need to postpone or cancel due to safety, extreme weather, supplier failure or regulatory restrictions. Where we cancel without providing an alternative date we will offer a full refund of fees paid for the cancelled element. Where we reschedule we will offer reasonable alternatives and clients may accept a new date or request a refund for the affected work. We will not be liable for indirect losses such as travel costs unless expressly agreed in writing in advance.
Refund requests and process
To request a refund, email contact@evergreen-nature.co.uk with your booking reference, contact details and reasons. We aim to acknowledge requests within 3 working days and to resolve straightforward refund cases within 14 working days of receiving all necessary information. Refunds will be returned to the original payment method where possible. If a refund is declined, we will explain the reason and provide information about how to escalate the matter for review.
Exceptions and special cases
Some purchases are non-refundable where clearly stated (for example, bespoke design work, plant materials ordered to client specification or specialist contractor mobilisations). For funder-funded agreements or grant-funded projects, refunds may be subject to funder conditions. Where services are supplied as part of a phased programme, refunds will be calculated pro rata based on delivered elements and non-recoverable costs. Where statutory consumer rights apply (for private consumers), those rights remain available in addition to this policy.
Chargebacks and disputed payments
If you raise a chargeback through your card provider we will cooperate with the investigation and provide evidence of performance and correspondence. Where a chargeback is upheld but services were delivered as agreed, you may remain liable for the chargeback cost and reasonable recovery fees. We recommend first contacting us so we can attempt to resolve any dispute directly and promptly.