Terms of Service

Last Updated: April 2026

These Terms of Service outline how we deliver your hedge installation and protect both you and us from any surprises.

By booking with Key Co Landscapes, paying a deposit, or confirming your install, you agree to the below.

1. Scope of Services

Key Co Landscapes provides:

  • Supply and installation of hedging plants
  • Fertiliser application (booster included, slow-release optional)
  • Site preparation limited to hand tools and auger excavation
  • Basic soil levelling and clean-up after installation

We do not provide:

  • Stump removal, root removal, or heavy excavation
  • Concrete removal
  • Identification, repair, or modification of private underground services
  • Landscape design, irrigation, or contractor supervision

After installation, all plant care becomes the sole responsibility of the customer.

2. Payment Terms

A 10% deposit is required to secure your stock and installation date. The remaining balance is due on completion of works.

Late Payment:

  • Balances unpaid 48 hours after job completion incur a $20 late fee.
  • If you have paid via bank transfer (BSB/account), simply send remittance to info@keycolandscapes.com.au and we will mark your invoice as paid — bank transfers can take up to 48 hours to clear.

Additional payment terms:

  • Facebook Marketplace bookings: payment method as agreed; Terms must be accepted before job proceeds.
  • Online funnel purchases: payment in full at checkout.
  • All prices include GST unless stated otherwise.
  • Ownership of goods does not transfer until full payment is received.
  • Unpaid balances may result in suspension or cancellation of works.

3. Deposits, Cancellations & Change-of-Mind

Once stock is allocated and labour is scheduled, deposits are non-refundable as costs are incurred immediately.

Cancellations are not accepted after any of the following:

  • Plants are ordered
  • Labour is scheduled
  • A booking date is confirmed
  • Materials are assigned to your job

If you need to make changes, just let us know as early as possible — we’ll always do our best to accommodate where we can. If a refund is granted at our discretion, a 3% processing fee will be deducted.

4. Site Conditions & Customer Responsibilities

Our pricing is based on standard digging conditions. If we encounter rock, roots, heavy clay, or other obstructions, additional work may be required. We will always communicate this with you on-site before proceeding — this ensures you stay in control of any additional costs.

You agree to ensure:

  • Clear and safe access for workers and tools
  • Gates unlocked and pets secured
  • No hazards or aggressive dogs on site
  • Sufficient parking for work vehicles
  • A clear planting line (confirmed with you on-site before work begins)

If access is blocked, unsafe, or delayed due to customer fault, additional charges may apply. Private, DIY, or non-compliant underground services that are not shown on DBYD cannot be detected by us and remain the homeowner’s responsibility.

5. Additional & Variation Works

If additional work is required outside the original scope (e.g. difficult digging conditions or access issues), this will be charged at $110/hour per worker. We will always notify you before proceeding with any additional billable work.

The following may incur extra charges where applicable:

  • Extra digging time due to roots, rock, clay, or concrete
  • Relocating planting holes
  • Obstruction removal
  • Delays caused by the customer
  • Return visits due to access issues
  • Requests for additional labour or materials not included in the original quote

6. Depth Compliance Standard

We guarantee plants will be installed to the following professional standards:

  • 300mm pot: Minimum 250mm hole depth, root ball level with soil
  • 45L pot: Minimum 350mm hole depth, root ball level with soil

If holes cannot be dug due to large obstructions, you will be offered: A) shift the plant slightly, B) remove obstruction at your expense, or C) cancel remaining work and pay only for the completed portion (20% cancellation fee applies to incomplete works).

7. Underground Services, Pipes & Liability

We complete a DBYD report before excavation. However, DBYD does not show private drainage, retrofitted stormwater, irrigation systems, homeowner-installed electrical cables, or non-compliant shallow pipes. Private or non-compliant services that are not detectable through standard checks remain the homeowner’s responsibility. The customer acknowledges this risk by booking.

8. Plant Health & 60 Day Replacement Guarantee

All plants are installed healthy and to professional standards.

What is covered

Our 60 Day Replacement Guarantee covers eligible plants that fail due to transplant or installation-related issues, provided aftercare guidelines are followed. Applies to standard installation packages only. Guarantee may be void if installation specifications are altered at the customer’s request.

What you must do to keep the guarantee valid

  1. Water correctly — Days 1–14: daily. Weeks 3–6: every 2–3 days. Adjust for heat, rainfall, and soil type.
  2. Monitor soil moisture — Root zone must stay consistently moist, not waterlogged.
  3. Contact us within 60 days — Any concerns must be reported within the guarantee period.
  4. Provide photos when requested — Full hedge line, affected plants, foliage, and soil condition.

Assessment & instruction period

If we provide care instructions during the guarantee period and the plant later declines due to the original issue — even after 60 days — the plant may still be eligible for replacement.

What is not covered

  • Lack of watering, inconsistent watering, or overwatering
  • Extreme heat, frost, storms, or flooding
  • Poor drainage or site conditions outside our control
  • Pest or disease issues occurring after installation
  • Damage by pets, wildlife, machinery, or foot traffic
  • Chemical or herbicide damage
  • Plants moved, removed, or replanted after installation
  • Heavy pruning or unauthorised alteration

How to make a claim

Contact us within the 60-day period with your name, installation address, approximate install date, and clear photos of affected plants. We will review and advise next steps.

9. Weather Delays

We may suspend or reschedule work due to rain, storms, extreme heat, or unsafe conditions. No refunds apply for weather delays. Work resumes on the next available suitable date.

10. Zero-Tolerance Abuse Policy

If a customer verbally abuses, threatens, or behaves aggressively toward any staff member, we will issue one warning. If behaviour continues: work stops immediately, deposit is forfeited, and the job is cancelled. Authorities may be notified if safety is threatened.

11. Photography, Evidence & Dispute Resolution

By booking, you consent to before/after photos, hole depth photos, timestamped drilling photos, and documentation of obstructions. Photo and video evidence is used to resolve any disputes. Photos may be used for marketing unless you request otherwise in writing before the job begins.

12. Service Area

We service Brisbane, Ipswich, Logan, Gold Coast, Sunshine Coast (selected areas), and surrounding suburbs. Purchases from outside this area are refunded minus a 3% processing fee.

13. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes shall be resolved exclusively in Queensland courts.

14. Contact Information

Key Co Landscapes
Brisbane, QLD
Email: info@keycolandscapes.com.au
Website: keycolandscapes.com.au