Cancellation Policy

Cancellation Policy

The London lawn Turf Co., Easigrass and Easigrass North Kent are trading styles of The London Lawn Turf Co. Ltd Registered Address: Unit 5 Sutton Business Park, Restmor Way, SM6 7AH Registered No. 11396683 We are a credit broker not a lender and offer facilities from 1 lender.

You have the right to cancel this contract within 14 days from the later of (i) the date on which you sign the customer acceptance form and (ii)the contract start date. This is known as a cancellation period. To exercise your right to cancel, you must inform us of your decision to cancel the contract by writing to us at: Unit 5 Sutton Business Park, Restmor Way, SM6 7AH or by email: [email protected].
1.1 Effects of cancellation during the cancellation period If you cancel the supply of goods during the cancellation period, we will reimburse you all your payments received from you (deducting the technical fee), including the costs of the delivery of goods within 30 working days of the later of the (i) date on which you cancelled and (ii) the date on which we received the cancelled goods. We may, at our sole discretion, make a deduction from the reimbursement if the returned goods are damaged in any way.
1.2 Supply of services in the cancellation period You are entitled to expressingly request (in writing) that we commence the supply and installation services to you during the cancellation period. If you have expressly requested us to commence the supply and installation during the cancellation period and you subsequently cancel the supply and installation during the remainder of the cancellation period, you will pay us any costs which we incur as a result of the cancellation including payment by you for nay work done up to the point and for any removal works by us.
1.3 Your right to cancel outside the Cancellation period You acknowledge that if you cancel the contract at any point outside the Cancellation period (for whatever reason), You may have to pay for work done up to that point. Outside the cancellation period, you may cancel this contract with immediate effect by giving us written notice if;
1.3.1 We break this contract in any material way and we do not correct or fix the situation within 14 days of you asking us to in writing.
1.3.2 We go into liquidation or a receiver or an administrator is appointed over our assets; and/or
1.3.3 We change Terms of this contract to your material disadvantage; and/or
1.3.4 We are affected by an event outside our control for a continuous period of two calendar months.
1.4 Our Right to Cancel: We May cancel this contract at any time with immediate effect by giving you written notice if;
1.4.1 You are unable to pay your debts as they fall due, become bankrupt, go into liquidation or receiver or an administrator is appointed over your assets, and /or
1.4.2 Your property has been repossessed by a mortgagee or some other third party; and/or
1.4.3 You sell the property; and/or
1.4.4 You do not pay us when you are supposed to as set out in this contract; and /or
1.4.5 You break your contract in any other, material way and you do not correct or fix the situation within 14 days of us asking you to in writing; and/or
1.4.6 This is a change in law (including but limited to a statute, regulation, license, industry codes and/or rules, tax etc) of the United Kingdom which affects our ability to perform our obligations under the contract.
Product Guarantee
Below Terms are set out by the main supplier Easigrass.
1.1 Damaged Faulty Goods The goods should be fully rolled out and inspected before use. Damaged / faulty or incorrect goods must be reported to us immediately, either by phone: 01959 581119, or email: [email protected]. We will then make further arrangements with you to replace the goods. Do not use or fit the goods in anyway as you will be liable for the costs and if faulty you will be liable for keeping the faulty goods. If you are arranging an independent fitter or as the fitting company you are ordering goods to install, we suggest that you do not schedule any installation work until a few days after receiving the delivery. This will enable you to check the goods and resolve any technical issues. Please take a moment to check the details on the sales ticket, to ensure the correct products have been ordered and that the delivery address and other details are as you requested. If you have a query about your order, or a general enquiry about the products and service we provide, please contact us on 01959 581119.
1.2 Creases Due to the molecular structure of the fabric it does crease when rolled. Creases will fall out within three months of the installation or supply. The grass is not classed as faulty if delivered or installed with creases.
1.3 Product Guarantee All grasses we supply and install in the UK come with an 8 year manufacturers guarantee. The grass is designed to match the effects of real grass. Continued usage in a particular area will cause it to curl and crush. In these instances, we recommend regular brushing.
1.4 Maintenance Grass required for sports or heavy-duty activities should be sand filled to avoid the pile crushing. Our grasses can be installed with or without sand, but we recommend a sand dressing. Although maintenance levels are low, we recommend the following: Brush regularly to clear of debris. Top up sand levels regularly. The grass itself rarely allows weeds to go through however air borne seeds can germinate on the grass so maintenance of the surrounding areas is important; if this occurs a weed killer must be applied to the surface.
1.5 Colours We send out the grass from the same batch to ensure there are no slight colour differences. Therefore, please be aware if you want to add more grass to an area at a later date there may be a slight difference in colour.
Installation Guarantee
Most issues with installation of an artificial lawn will be evident to the eye immediately after works have finished. In such an event, unsatisfactory installation must be reported to us immediately, either by phone: 01959 581119, or email: [email protected].
1.1 Issues with standard of finish immediately on completion We will endeavour to liaise with you (the customer) and rectify any issues on site completing the works to a acceptable standard.
1.2 Damages If in any event damages are caused on site during the installation, we require photo evidence of this along with a statement of events and any quotations relating to the rectification of these.
1.2.1 We will not be held responsible for any damage to unadvised cables, pipework or services buried below the installation area. It is the client’s responsibility to ensure that any known cable pipework or services are reported to the salesperson at the time of the original survey.
1.2.1 London Lawn Turf Ltd t/a Easigrass North Kent reserve the right to request independent review and/or obtain our own independent quotations. If we accept liability, we will either; pay for repairs directly to the supplier and this will not be reduced from the works invoiced or, at our discretion offer monetary compensation for the damages incurred.
1.3 Historical Installation Issues Due to the nature of works, historical issues can be heavily influenced by outside factors such as environmental, heavy use or improper use. We will endeavour to review any issues that arise and offer advice or rectification of these.
1.3.1 If issues arise within 1 year of installation and we deem these to be due to substandard work or products used, we will rectify this free of charge.
1.3.2 If we deem that the issues are caused by factors outside of our control, we may offer a program of works to rectify these at a cost to you (the customer).
1.3.3 We may at times ask outside professional bodies for their advice and input on any issues and use this when coming to a decision.
Payment Terms
1.1 Deposit A deposit of 50% is required to secure your booking and cover material costs. (fitting dates will then be confirmed to you).
1.2 Final Payment The Final balance is authorised upon satisfactory completion. This will be due within 1 working day.
1.3 Larger Projects On larger projects spanning more than one week, we may break these payments down into a 50% deposit, 25% midway through and 25% on completion.
1.4 Payment Types Payment can made by Credit/Debit card or by bank transfer. We accept all the following listed credit cards; MasterCard, Visa, Delta, Visa Electron, Maestro. We do not accept American Express.
1.1 How to make a complaint Any formal complaints must be made in writing to the registered address or by email to: [email protected].
1.2 Information provided Complaints must contain all relevant information including customer contact details.
1.3 Responses We will endeavour to respond to your complaint within 14 days and open a dialogue for resolution of these.
Quotation Acceptance
1.1 Acceptance By signing this, you are accepting the quotation and you will be bound by the terms of the contract as outlined in this document.

Complaints Manager contact details

Name: EasiGrass North Kent

Telephone: 01959581119


E-mail:   [email protected]



Our Procedures

Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

  • Acknowledge the complaint in writing promptly
  • Record details on the firm’s system
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss with you our findings and proposed response
  • Ensure that our firm partners have a compliant complaints procedure and are communicating with their customer using this
  • Provide clear deadlines to respond


You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.


Customers may express dissatisfaction about our products and services. We will need to establish whether or not the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.



The complaints manager will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress
  • We may take up to 8-weeks to provide a response


Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.






The Financial Conduct Authority complaints rules apply to complaints:

§  Made by, or on behalf of an eligible complainant.

§  Relating to regulated activity.

§  Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.


Final response

This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.


The firm must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:


  • Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost
  • Indicate whether or not we consent to waive the relevant time limits.



Complaints Settled within 3 business days

Complaints that can be settled to the customer’s satisfaction within 3 business days can be recorded and communicated differently.


Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the firm will promptly send a ‘Summary Resolution Communication’, being a written communication from them which:

(1)  refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction.

(2)  The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;

(3)  Provide the website address of the Financial Ombudsman Service; and

(4)  Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, the firm may also use other methods to communicate the information where:

(1)  We consider that doing so may better meet the customer’s needs; or

(2)  They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.





Closing a complaint

We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.


Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. 


How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.




The Financial Ombudsman Service, Exchange Tower, London E14 9SR


Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)


Email:  [email protected]