Terms & Conditions
Total Tree Care Australia Pty Ltd ATF The Total Tree Care Australia Trust
(ABN: 84 151 481 105)
TERMS & CONDITIONS
By accepting our quote, the Client (you or the property's appointed manager) forms a contract with Total Tree Care Australia Pty Ltd ATF The Total Tree Care Australia Trust (“Total Tree Care”, "TTCA", “we”, “us”) and agrees to the following Terms & Conditions.
1. Bookings, Deposits, Scheduling & Completion Timeframes
1.1 Deposit Requirements 
A deposit may be required prior to booking where:
• The quote exceeds $2,000, or
• Equipment is hired, subcontractors are engaged, or special materials are ordered, or
• Total Tree Care reasonably determines a deposit is necessary to secure the booking.
Unless otherwise agreed in writing, any deposit will be the greater of 50% of the total job value or the total of external hire/subcontractor costs.
1.2 Booking Confirmation 
Once a quote is accepted by the client (online quoting system, phone, email or text message) and/or Total Tree Care receives the required deposit (if applicable), all Bookings are deemed confirmed once the Client receives a booking confirmation. Any changes to agreed bookings: please refer to Clause 2.
1.3 Timeframes 
Total Tree Care will aim to complete contracted works within 1–2 weeks of the accepted quote or requested scheduled date (with the exception of a seasonal wind event within 2-4 weeks, of which MakeSafe emergency work will take priority), subject to:
• permit approval delays,
• inclement weather,
• emergency make-safe works, and
• other events outside Total Tree Care's reasonable control.
If Total Tree Care cannot complete the works within that timeframe due to matters within Total Tree Care's (TTCA) reasonable control, the Client may cancel the work order/job and receive a refund of the deposit less any reasonable costs incurred up to that date.
2. Cancellations, Access Issues, Call-Out Fees, Approved Work Orders & Client Accepted Quotes
2.1 Cancellation by the Client 
If the Client cancels an accepted quote, and the job is confirmed with an agreed date for TTCA crew or Consulting/Quoting Arborist booked to attend, or should the Client, property owner or nominated on-site contact cancel without reasonable cause or sufficient notification, the following fees may apply (as a genuine estimate of losses incurred):
• More than Three (3) business days before the scheduled start: deposit refunded less any costs already incurred (including permits, hire, subcontractor costs, admin or services rendered); including any discounted services offered based on multiple quoted options with terms or client site notes detailed on the quote, and the job does not proceed in full (including any shortfall of those full-priced services) will be invoiced, and notification of any such charges will be presented in writing to the Client by TTCA Management prior to final invoicing.
• Three (3) business days before the scheduled start: Total Tree Care may retain the deposit (or part of the deposit) to cover reasonable costs incurred or scheduling loss; or the Client will be invoiced 30-50% of the accepted work order if no deposit has been taken.
• Within 24 hours of the scheduled start date: A cancellation fee equal to 30-50% of the accepted quoted price (plus GST, where applicable) may apply; this includes, but is not limited to:
a) any discount rate shortfalls for services rendered to applied to quoted items; or
b) services cancelled or a change in scope of works resulting in a genuine estimate of losses incurred; and
c) the percentage charged applied upon final invoicing will be determined based on the circumstances and at the discretion of management.
2.2 Access Not Available | Safety Issues | Change of Mind | Cancellation of Scheduled Bookings:
whether the services have commenced or not; including but not limited to:
a) For accepted work orders, scheduled job dates, or permit applications, the client may be invoiced a cancellation fee of the total accepted price including GST; or
b) If the crew cannot safely access the site as agreed, or if the work cannot proceed due to safety concerns that cannot be immediately rectified; or
c) If the crew are unable to successfully rebook a replacement job to either fill the remainder of the day, to the value of the job booked or any travel, downtime on site incurred costs
The Client accepts these trade terms and conditions, and any genuine costs incurred will be invoiced as per the agreed accepted quote and client site note terms as follows:
• 50% of the agreed total job price; quoted hourly rate; quoted day rate; or
• TTCA's minimum call-out fee of $250 + $500 (min 1 hr) plus GST for quoted works under $1,000; whichever is less, reflecting labour, travel, scheduling and operational costs.
2.3 Client Responsibilities 
The Client must ensure:
• Clear and safe access to the work site,
• The site is free of trip hazards, vehicles/bikes blocking clear access, outdoor furniture, play equipment, pot plants, dog poo, etc., and all persons, children and pets are kept clear of the work area during works.
2.4 Emergency 24/7 MakSafe or urgent attendance request
• Our minimum fee for on-site attendance by our Arborist or Arborist crew will be invoiced (unless a verbal quote is provided or requested by the client prior to works commencing) and will be charged at:
• $250 + GST call-out fee, plus $500 + GST (first hour minimum) = $750 + GST, with $500 per hour thereafter.
3. Rescheduling by Total Tree Care
From time to time, Total Tree Care may need to reschedule accepted work due to emergency tree work that requires our crews' immediate attendance. We will provide the Client with notice as soon as practicable and will endeavour to reschedule the accepted works on a priority basis.
4. Permits & Approvals
4.1 Client Responsibility 
The Client is responsible for obtaining all permits and approvals required under Local Law, Planning Schemes and Vegetation Protection Overlays, or any other applicable legislation, unless otherwise agreed in writing.
4.2 Total Tree Care Applying on the Client's Behalf 
If Total Tree Care applies for a permit on behalf of the property owner, the permit application fee (and any council fees) must be paid before the permit is lodged. TTCA will act as the client's agent and is the permit holder, meaning that Total Tree Care has applied for and obtained a permit and engaged to fulfil the permit granted. If the client does not have TTCA complete the tree works, the client will be invoiced for the cost of the approved work order as the permit holder. Permit application fees are non-refundable once lodged.
4.3 Council Conditions & Infringements 
Total Tree Care is not responsible for:
• Special Conditions attached to an approved permit,
• replacement/replanting requirements,
• planning overlays not disclosed by the Client,
• infringement notices issued to the property owner, or
• delays caused by council processing times.
5. Site Conditions, Variations & Additional Work
5.1 Site Conditions 
This quote is based on site conditions visible at the time of quoting. Any changes to access, site conditions, obstructions, hazards or risks may require re-quoting or a variation.
5.2 Variations & Additional Work 
Additional work requested on the day is subject to:
• crew availability,
• safety requirements,
• permit requirements, and
• agreement to a written variation price prior to commencement.
5.3 Pruning Scope Clarification 
Where a Quote refers to pruning for clearance purposes (e.g., clearance from buildings, gutters, service lines, fences, or structures), the Client acknowledges that this does not mean full canopy thinning, full crown reduction, or whole-tree reshaping unless expressly stated in the Quote. Pruning will be carried out only to the extent specified in the Quote and in accordance with Australian Standards and any permit conditions.
5.4 Scope Understanding 
The Client acknowledges that Total Tree Care's Quote is based on the works discussed at the site inspection and described in writing. If the Client is unsure of the scope, they must seek clarification prior to accepting the Quote. Total Tree Care is not responsible for assumed inclusions not expressly written in the Quote.
6. Tree Removal & Timber — Definitions
6.1 Removed to Ground Level / Removed to Base: 
Means a tree is cut down as low as is safe and suitable with a chainsaw, usually leaving the stump 2–4cm high. The operator will determine the safest achievable cut height.
6.2 Timber Cut to Firewood Size: Refers to logs being cut into blocks approximately 300–400mm (or other manageable lengths suitable for splitting) but does not include splitting unless specified.
6.3 Wood Remains On-Site: Refers to blocks of cut wood left in a convenient location, not moved elsewhere or stacked unless specified.
7. Stump Grinding & Stump Poisoning
7.1 Stump Grinding (as best as site allows) 
Stump grinding typically removes the stump to a depth of 200–400mm below ground level, subject to safe access and site conditions.
• Roots are not chased unless specified.
• Grindings remain onsite unless otherwise quoted.
7.2 Underground Services 
The Client must identify and disclose all underground services (including electricity, water, gas, telephone, data, irrigation, drainage, and reticulation) before stump grinding. If unsure, the Client should obtain information from the free service Dial Before You Dig (1100) or engage a qualified service locator.
Total Tree Care is not liable for damage to services that were not disclosed or reasonably identifiable, or where the Client failed to take reasonable steps to identify service locations.
7.3 What's Included / What to Expect
Stump grinding uses a machine with a rotating wheel of carbide teeth that breaks the tree stump into small wood chips, effectively removing it below ground level.
• This stump grinding service involves carefully grinding stumps to produce mulch (debris) that remains on-site unless the client requests otherwise. The mulch will fill the hole left by the stump, and larger stumps may produce an excess of mulch.
• Please note that this service does not include the removal or excavation of roots outside the specified area unless prior arrangements have been made.
• TTC will supply all equipment and labour needed to carry out the work, and all equipment will be maintained in safe, good working order.
TTC does not accept responsibility for damage to surrounding garden bed pavers, timber sleepers, decking, bricks, or concrete borders (but will take care based on clear access), or for disruption of underground services, including, but not limited to, power, water, gas, telephone, data, and reticulation.
The term "Stump Removal" or "Stump Grinding" refers to removing a stump using a stump grinding machine.
• The machine usually covers an area 1.5 times the stump's diameter and plunges 200-450mm deep.
• Limited machine access and surrounding obstacles, such as fences, pavers, concrete, etc., may restrict the coverage area of stump grinding
• Stump grinding debris (mulch) will remain on site unless told otherwise - the ground mulch will fill the hole; larger stumps might create some extra mulch. Stump removal/grinding does not cover the removal of roots, whether visible or not (chasing roots), outside of these dimensions, unless specifically stated.
• Given the site circumstances and access, we will always do the stump as well as possible. The stump machine operator will decide what can be safely ground without risk.
Where there is potential for existing underground services, it is the client's responsibility to either;
• Engage a professional to relocate the services
• Engage a professional service locator to determine the position and depth of such services before stump grinding works.
• Request chemical stump control instead of stump grinding.
What to expect post-Stump Grinding:
When a tree is cut at ground level, changes happen below ground. The sudden stop of water and nutrients from the canopy causes a response in the roots. The roots then gradually retract and shrink to save energy, as they no longer have photosynthesis.
• The tree roots retract, leaving behind channels that decompose and enrich the soil, thereby creating an environment that encourages new vegetation growth.
• Underground rotting tree stumps and roots attract various pests, including termites, fungi, beetles, carpenter ants, and carpenter bees.
• It is recommended not to plant a tree in the same spot where another has been cut down for at least 2 years, to allow the stump and roots to fully decay.
• Replacement trees should be planted at least 6 to 8 feet away from any remaining stumps or roots.
Acceptance of stump grinding service is subject to these terms and conditions, and additionally agrees to:
• That tree work can be high-impact, and our team will do its best to minimise any property damage.
• Should any damage be reported to TTC within 72 hours of the completed service, we will require a site inspection and review, and provide a written incident report and outcome to rectify the situation should TTCA be liable for the damage.
• The customer acknowledges that minor disruptions are to be expected, including wear on accessed grassed areas, minor plant disturbance, and the presence of sawdust.
• Our team will carry out the work in a professional and workmanlike manner.
• TTCA will provide all equipment and labour to perform the work, and all equipment shall be maintained in safe and good working condition.
7.4 Stump Poisoning 
Stump poisoning involves applying a stump killer/herbicide treatment to the stump surface at the time of work. Only one application is made, and Total Tree Care cannot guarantee against regrowth. We recommend the Client reapply their preferred product if concerned about regrowth.
8. Property Care, Damage & Expectations
8.1 Standard of Work 
Our team will carry out the work conscientiously and workmanlike. Tree work is a high-impact activity, and the Client acknowledges that minor disruption may occur, including sawdust, grass wear, minor plant disturbance and surface marking.
8.2 Exclusions & Client Fault 
Total Tree Care is not responsible for damage caused by:
• hidden or undisclosed underground services,
• pre-existing defects, fragile surfaces or poor access conditions,
• Client failure to comply with safety or access requirements.
8.3 Reasonable Care 
Where access is provided, and the Client has disclosed relevant risks, Total Tree Care will take reasonable care to avoid damage to surrounding structures and property.
8.4 Australian Consumer Law 
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law that cannot legally be excluded.
9. Employees, Subcontractors & Agents
Total Tree Care generally uses in-house employees but may appoint subcontractors as required. All subcontractors must perform work in a conscientious and workmanlike manner with equipment maintained in a safe working condition.
10. Insurance
Total Tree Care and any contractors engaged maintain:
• Public Liability Insurance of at least $20,000,000, and
• Workers' Compensation Insurance as required by law.
11. Australian Standards & Permit Compliance
All tree works will be performed in accordance with applicable Australian Standards and safety requirements. Where a council permit applies, works must also comply with permit conditions. Total Tree Care will not perform any work that is unsafe, unlawful, or exceeds the permitted and approved authorisations, even if requested by the Client.
12. Payment, Late Payment Fees & Interest
Upon completion of the works, the Client must pay the balance due for all contracted works, unless otherwise agreed in writing by Total Tree Care management prior to attendance. Bank transfers are preferred. If the Client cannot be present at completion, prior arrangements for payment by invoice must be made. If payment is not received within fourteen (14) days of completion (or the invoice due date where invoiced after completion), and no prior written agreement has been made with Total Tree Care management, Total Tree Care may charge a Late Payment Administration Fee of $110 + GST, being a genuine estimate of the administrative and recovery costs incurred in managing overdue accounts. If the overdue amount (including the Late Payment Administration Fee) remains unpaid for more than thirty (30) days, Total Tree Care may charge interest on the overdue balance at the Victorian Penalty Interest Rate fixed under the Penalty Interest Rates Act 1983 (Vic) (as amended from time to time), calculated daily from the date the amount became overdue until the date payment is received in full. If payment remains outstanding for more than thirty-one (31) days, Total Tree Care may refer the account to a debt collection agency or commence proceedings in VCAT or any court of competent jurisdiction. The Client must pay all reasonable costs of recovery (including collection fees, enforcement costs, and legal costs on an indemnity basis where permitted).
13. Completion, Sign-Off & Disputes
Where the Client (or representative) is present, the crew will seek confirmation of completion on the day. If the Client is not present, completion is deemed accepted unless the Client notifies Total Tree Care in writing within 48 hours of completion of any issue relating to the Quote scope.
• After photos and industry safety SWMS will be provided to the Client with the final invoice upon written request made prior to the job commencing.
• The Client acknowledges that payment cannot be withheld based on a request for after-photos. If after-photos have not been requested before completion and crew departure, the account holder must obtain any required images directly from the tenant or property owner, or submit a written request and allow reasonable time for retrieval (subject to availability).
• Total Tree Care aims to ensure every Client is satisfied. If any work has not been commenced or completed in accordance with the accepted Quote, Total Tree Care will return to rectify the issue within a reasonable timeframe at no additional cost. This does not include additional work requests outside the accepted Quote scope; any such requests will be treated as variations, quoted, and charged accordingly.
14. Quote Acceptance Terms, Business Details, Notices & Contact
Total Tree Care Australia Pty Ltd ATF The Total Tree Care Australia Trust (ABN 84 151 481 105) trades as Total Tree Care Australia (“Total Tree Care”, “TTCA”, “we”, “us”).
SCOPE CONFIRMATION
Works included are only those described in this written Quote. If an item is not stated in the Quote, it is not included unless confirmed in writing as a variation and agreed price.
Clearance pruning (e.g., for service wires, gutters or structures) does not mean full canopy pruning, crown reduction or whole-tree reshaping unless expressly stated in the Quote. If you are unsure of the scope, please contact our office before accepting the Quote.
COMPLETION, SIGN-OFF & DISPUTES
Where the Client (or representative) is present, the crew will seek confirmation of completion on the day. If the Client is not present, completion is deemed accepted unless TTCA is notified in writing within 48 hours of completion of any issue relating to the Quote scope.
- After photos and industry safety SWMS will be provided to the Client with the final invoice upon written request made before the job commences.
- The Client acknowledges that payment cannot be withheld based on a request for after-photos.
- If after photos have not been requested before completion and crew departure, the account holder must obtain any required images directly from the tenant or property owner, or submit a written request to TTCA and allow reasonable time for retrieval (subject to availability).
PAYMENT, OVERDUE FEES & INTEREST
Payment is due on completion (or by the invoice due date where invoiced after completion), unless otherwise agreed in writing by TTCA Management.
If payment is not received within 14 days, and no prior written agreement has been made with TTCA Management, TTCA may apply a Late Payment Administration Fee of $110 + GST, being a genuine estimate of costs incurred in managing overdue accounts. Full Terms & Conditions can be reviewed here: https://totaltreecare.com.au/terms-conditions/
IMPORTANT — TERMS OF TRADE
By clicking “Accept Quote”, you confirm you have read and understood this Quote. You agree to Total Tree Care Australia Pty Ltd ATF The Total Tree Care Australia Trust (ABN 84 151 481 105) Terms & Conditions / Terms of Trade (including payment, cancellations, variations, scope limitations, dispute timeframes and recovery costs), available at:
https://totaltreecare.com.au/terms-conditions/
AUSTRALIAN PRUNING STANDARDS & PERMIT COMPLIANCE
Qualified arborists perform all tree pruning works in accordance with Australian Standard 4373 — Pruning of Amenity Trees (AS4373), safety requirements and council permit conditions. TTCA will not perform any work that is unsafe, unlawful, or exceeds permit authorisations, even if requested by the Client.
Any notices or communications required under these Terms (including disputes, requests for variations, payment arrangements and approvals) must be provided in writing and sent to:
Attention: Director
Total Tree Care Australia
Postal Address: PO Box 370, South Yarra VIC 3141
Phone: 0477 004 024
Email: info@totaltreecare.com.au
Accounts & Remittance: accounts@totaltreecare.com.au
A notice will be deemed to be received:
(a) if sent by email, at the time the email is sent (unless a delivery failure notice is received); or
(b) If sent by post, three (3) business days after posting.
Total Tree Care Australia Pty Ltd ATF The Total Tree Care Australia Trust
ABN 84 151 481 105 | PO Box 370 South Yarra VIC 3141 | 0477 004 024
Office & Factory Depot is Located at 55a Dandenong Street, Dandenong 3175