TERMS AND CONDITIONS FOR WILLOW & BERT INTERIORS LTD
These are the Terms and Conditions (hereafter T&C’s) on which Chloe Hannay of Willow & Bert Limited Interiors Limited (hereafter us, we, our or Willow & Bert Limited) supply our services to you, the client (hereafter the Client or you), including goods where relevant.
Please read these terms carefully before you submit your request for our design services. These T&Cs tell you who we are, how we will provide services or goods, how you and we may amend or end the contract, what to do if there is a problem and other important information.
Our brochures and website are solely for the promotion of our services and products in the UK. Unfortunately, we do not accept orders or deliver to addresses outside of the UK.
1. WHO WE ARE
Willow & Bert Limited offer an at home Interior Design and Consulting Service. We also offer bespoke furnishings and pieces for the home from made-to-measure window dressings, cushions, soft furnishings, bench seats as well as various upholstery projects.
Willow & Bert Interiors Limited is a company registered in England and Wales. Our company registration number is 11224843 and our registered office is at Firs Lodge, Main Road, Edenbridge, Kent TN8 6HU. We are VAT registered, and our VAT Registration Number is 379204087.
2. PROJECT SERVICES
For interior design projects Willow & Bert Limited will charge in one of the following ways; to be agreed with the Client in advance. With the options detailed below, the fee will be outlined in a proposal document and then a contract signed to ensure both parties agree regarding the terms of engagement, scope of works, duration and procurement.
A - Against a project fee
i) Dependant on the size, budget and complexity of the job.
B - On a time, basis at the following rates
i) Standard hourly rate of £75
ii) Standard daily rate of £450
C - Visuals and Draftsman’s’ fees
i) Colour visuals and perspective renderings, if required, are charged at an extra cost to be agreed in advance.
D - Travelling time
i) If we are working with you on a set project fee, then travel time to/from meetings outside a 25mile radius from Edenbridge (TN8) will be included in the pre-agreed fee.
ii) If we are working with you on an hourly or day rate, then travel time will be charged at 50% of the standard hourly fee.
3. QUOTATIONS
Quotations / estimates are only valid for 30 days after the date it was sent.
4. CONTRACT
A written estimate for the design service you require, and scope of works required will be provided after the initial consultation. If you wish to proceed further, then you will be required to accept all quotations/estimates in writing and to accept these T&Cs. It is at this point that a contract will come into existence between you and us.
You should only agree the quotation/estimate if you wish to be bound by it. A non-returnable deposit (50%) will be required with your written acceptance of the estimate(s). We will proceed with the service requested only after the contract is signed and deposit have been received.
The quotation/estimate will specify if the contract is for the supply of services only or if it includes the supply of goods and any related fitting/installation service. With regards to items procured on your behalf please see section 7 below.
If we are unable to accept your order, we will inform you of this and will not charge for our services. This might be because the relevant goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for or because we are unable to meet a delivery deadline that you have specified.
As the contract is based on the agreed estimate/quotation, any subsequent additions or revisions after this will not be included within the agreed pricing and therefore will be additional services and as such chargeable.
In the case something is wrong or missing compared to what was agreed in the contract, you have two weeks after the project completion (or installation/delivery of item if ongoing project) to advise in writing. After this timescale, the costs of any additional charges may be charged to you.
If you wish to proceed with contracting the work to us, an assessment of the interior will be necessary, and this may include careful measurements that are required for the work to proceed. You should ensure that the areas to be assessed are clear of items that may prevent these measurements being taken.
5. METHODS OF WORKING
A - Interior Design
Projects range in size and extent of input required can vary, pricing of projects is therefore uniquely tailored to the client brief and pre-approved scope of works. There are three types of service we offer:
i) Full Interior Design Service (Full details contained in client proposal document)
Comprehensive end-to-end project management from initial concept through to installation.
Ideal for clients who want to entrust their entire project to professionals, ensuring smooth execution from start to finish.
This service includes regular site visits, trade meetings, detailed drawings, and a full project timeline.
Initial conversation and project scoping:1–2 site visits to finalise the full scope of the project, take accurate measurements, and assess site conditions.
Technical drawings - general arrangement and elevation drawings provided. Rendered visuals available at an additional cost.
Concept development - presentation of up to 3 concept schemes (depending on layout), including initial thoughts on colour, lighting, joinery, palette, finishes and furnishings.
Design refinement - discussion and feedback sessions to arrive at a final design. This includes final concept board and samples, alongside detailed drawings and plans to order to execute the project.
Itemised quote(s) - costings for the design, manufacture and supply of joinery, furnishings, and hardware.
Procurement support - oversight and responsibility for ordering and delivery for all design-led elements such as lighting, hardware, and furnishings as specified in the agreed scope of works.
Trade and project liaison - we will liaise with relevant trades (decorators, electricians, fitters) to ensure seamless execution of the design.
Soft furnishings - we will manage the production and installation of soft furnishings (additional make-up and fitting charges apply).
Price includes up to 8 site visits within a 25-mile radius of TN8 for the duration of the project. Additional site visits are charged at our hourly rate.
ii) Interior Design Advice (Full details contained in client proposal document)
Tailored design advice covering concept, space planning, sourcing, and styling.
Ideal for clients who want expert design guidance but can manage the rest themselves.
Initial conversation and project scoping: 1–2 site visits to finalise the full scope of the project, take accurate measurements, and assess site conditions.
Technical drawings - general arrangement and elevation drawings provided. Rendered visuals available at an additional cost.
Concept development - presentation of up to 3 concept schemes (depending on layout), including initial thoughts on colour, lighting, joinery, palette, finishes and furnishings.
Design refinement - discussion and feedback sessions to arrive at a final design. This includes a concept board and detailed drawings (where required).
Itemised quote(s) - costings for the design, manufacture and supply of joinery, furnishings, and hardware.
Procurement support - oversight and responsibility for ordering and delivery for all design-led elements such as lighting, hardware, and furnishings as specified in the agreed scope of works.
Soft furnishings - if required we will manage the production and installation of soft furnishings (additional make-up and fitting charges apply).
Price includes 5 site visits within a 25-mile radius of TN8 for the duration of the project. Additional site visits are charged at our hourly rate.
iii) Bespoke Soft Furnishings
Initial conversation and project scoping: 1–2 site visits to finalise the full scope of the project, take accurate measurements, and assess site conditions.
Customised soft furnishings design advice, including fabric selection, styling, and coordination.
Presentation of ideas and samples that meet the project specification.
Supply of estimates that breakdown full costs for the supply and manufacture of all items required.
Trade and project liaison - we will liaise with relevant trades (decorators, electricians, fitters) to oversee installation of any hardware required (separate costs will apply).
Oversee the production and installation of soft furnishings (additional make-up and fitting charges apply).
Price includes site visits within a 25-mile radius of TN8 for the duration of the project. Additional site visits are charged at our hourly rate.
All above options are for the delivery of the project from the design and project management side. They exclude the cost of any additional skilled labour required as well as any new furniture, fixtures, fittings or soft furnishings.
When we order goods for you, we will provide you with an estimated date for when we will be able to provide the goods to you. When we receive the goods from our suppliers, we will contact you to arrange a convenient date for delivery of the goods to you.
If no one is available at your address to take delivery, we will leave you a note informing them how to re-arrange delivery. Provided the delivery was attempted in the agreed time slot, you will be charged for the subsequent re-delivery costs.
If you have asked to collect any goods from our premises, you can collect them by contacting us to agree a mutually convenient time slot for collection.
We are not responsible for delays outside our control. Time for delivery shall not be of the essence of the contract unless previously agreed by us in writing.
If our supply of the services and/or the goods is delayed by an event, omission or accident outside our control including (without limitation) strikes, labour or trade disputes, lock-outs or other industrial disputes (whether involving our workforce or any other party), failure of a utility service or transport network, act of God, flood, drought, earthquake or other natural disaster, war, riot, civil commotion, terrorism, embargo, malicious damage, outbreak of disease, epidemic, pandemic or communicable illness or virus, lockdown, compliance with any law or governmental or public authority order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors, delays due to custom controls, delivery drivers, border controls, imports or export regulations or restrictions, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
B - Soft Furnishings
The estimate or quotation will usually indicate estimated delivery times (subject to receipt of deposit, clearance of funds and availability of materials. Material availability can vary considerably, even from time of estimate and client authorisation to proceed). You should understand that acceptance of the estimate or quotation also means that the delivery timescale is accepted. If you are not willing to accept a quoted delivery timescale, then you should not accept the estimate or quotation entire. We will always endeavour to quote reasonable timescales that should suit you. Due to unforeseen circumstances, there may be occurrences when delays are encountered, however, these will be communicated in a timely fashion to you.
A non-returnable deposit of 50% of the estimated total will be required before the project commences. Unless such a deposit is received, the work cannot proceed. Clearance of funds will be required before any purchases are made. Work will proceed as agreed once the funds are cleared.
If you prefer to provide the required measurements, then all items subsequently made will be done so in accordance with them. We can take no responsibility for any mistakes arising from inaccurate measuring by you. Such errors may be rectified but will be at an additional cost to you.
We cannot be held responsible for any materials going out of stock between quotation acceptance and materials purchase. Any monies received with respect to such an order will be refunded, if you no longer wish to proceed with the project. It is your responsibility to ensure that the Estimate document details all of the details of the item(s) that are being made up.
You will be notified when the items have been completed, and this will be deemed as the completion date. Finished goods will be delivered at an agreed time with you within fourteen days of this completion date.
The balance of payment will be due on the day of delivery (unless another agreement is arranged). The property and ownership of the goods does not pass to you until paid for in full.
i) Fabrics & Care
Where you supply the fabric, we cannot be responsible for flaws, faults or inconsistency of pattern. Where possible we will work around such problems, but extra work or fabric required to do so will be paid for by you. Fabrics should be clearly marked with the right/wrong side and pattern direction. There may be a surcharge where many small pieces are supplied from which to make an item.
When you supply your own materials, it is your responsibility to ensure that the fabric is suitable for the purpose for which you intend to use it and that it complies with the relevant regulations in force with regard to fire safety.
We reserve the right to apply a 15% surcharge on the labour costs detailed in the Estimate, for handling and checking fabrics not supplied by us.
All fabrics chosen should be handled with care. Advice for their suitability for washing / dry cleaning can be sought from the fabric supplier. However, when a combination of fabrics have been used (for example where lined curtains have been made, or where trimmings have been applied) rates of shrinkage between fabrics may differ causing the item in question to be pulled out of shape. We suggest that ALL fabrics be treated as dry clean only unless otherwise stated, and we take no responsibility for any damage occurring to items due to cleaning in the wrong manner. In cases where interlining has been used, even dry cleaning may not be possible, and it is recommended that cleaning is done by means of gentle vacuuming.
We will endeavour to match the correct fabric with your requirements and assess its suitability for the environment in which it will be placed. We can take no responsibility for fabric behaviour once within its intended destination. Any shrinkage or stretching due to high humidity, improper cleaning, any other reason, or damage or misshaping arising from mishandling or other improper use will not be the fault of Willow & Bert Limited.
Atmospheric conditions may vary between our workroom and your house and in different weather and seasons. We cannot control these conditions and therefore cannot accept responsibility for movement or the general appearance in curtains or blinds when hung. Heavier fabrics may react to changing humidity; and the control of humidity in a room remains your responsibility. +/- 5% shrinkage is considered normal for fabrics. We recommend generous hems in case lengthening is necessary due to any of the above-mentioned points. The cost of making such alterations remains your responsibility. As in keeping with trade practise, atmospheric conditions and changes in humidity can cause movement in fabric. An allowance of approximately 5% will be added to allow for possible shrinkage. We cannot accept responsibility for such movement once soft furnishings are in situ.
ii) Fixtures & Fittings of Window Treatments
We can advise on fixtures and fittings. We do not take any responsibility for any damage to property during or after the attachment of such fixtures or fittings by you or your representative. Roman/roller blinds will be supplied with safety bead chain and relevant child-safety devices (handbag clips and removable cog in headrail). Although we may be able to advise, ultimately, it is your responsibility to ensure safe fixings and safe conditions for us when on the premises installing window dressings. If we measure for you, final sizes will be taken by us following fitting of any curtain hanging system, i.e. poles or tracks.
If you wish to change curtain poles / tracks or other such fittings after precise measurements have been taken by us, then you must inform us of such a change in writing, and new measurements may need to be taken by us. If any change in dimensions results in extra work or products being required to ensure the window treatment(s) fit, then a charge will be incurred based upon the current hourly rate. You will be advised of this prior to proceeding with any rectification and will agree in writing to the additional work and charges.
If you provide the required measurements, then all items subsequently made will be done so in accordance with them, and you are responsible for ensuring these measurements are correct. We can take no responsibility for any mistakes arising from inaccurate or incorrect measuring by you. Such errors may be rectified where possible, but this will be at additional cost to you.
iii) Bespoke Items
These are products which are produced to your specifications or design. These items cannot be returned or refunded.
We will make any bespoke products to your specifications; however, we shall not be liable to you in respect of any actual or alleged defect in or dissatisfaction with any bespoke item that arises directly or indirectly from your choice of any specification, design, material, fabric or any other requirement.
Once we have accepted your offer for a bespoke item you will no longer be able to make any changes to it. However, if you have made a mistake in your order and provided, we have not commenced production of the item, we will try our best to accommodate any reasonable changes at our sole discretion.
iv) Purchase of Goods
See Section 7 - Procurement and Trade Discounts
v) Products may vary
The images of any of the goods in our brochure and on our website are for illustrative purposes only. Although we have made every effort to display the colours and texture accurately, we cannot guarantee that a device's display of the colours or the printed picture in our brochure accurately reflects the colour or grain of the products. The goods you receive may vary slightly from those images or from the samples that we provide.
Although we have made every effort to be as accurate as possible, because some of the goods are natural and bespoke, all sizes, colour, grains, weights, capacities, dimensions and measurements indicated on our website, in our catalogue or brochure or the sample we provide may vary from those shown on images or samples.
vi) Responsibility of products
The goods will be your responsibility from the time we deliver the goods to the address you gave us or the time when you collect it from us. If you are not using our installation and fitting service, you must ensure that the goods are correct and suitable before any installation by you or any of your third-party contractors occurs (including confirmation from your installer that any measurements we provide you are correct and satisfactory).
Any complaint concerning the goods must be made by telephone and confirmed in writing within 24 hours of the date of delivery. In the event of a complaint being made the goods should be rewrapped in its original condition and stored appropriately. Failure to comply with this condition shall absolve us from all further liability.
vii) Ownership of products
You will own the goods once we have received payment in full.
viii) Client’s Obligations
Consents: If any consents, licenses or other permissions are needed from any third parties such as landlords, local authorities or similar you must obtain them before we begin to provide any fitting or installation service. We may ask you to move or remove certain furniture, fixtures and fittings in the property before we begin the work. Unless we specifically agree otherwise, this is your responsibility.
Access to the Property: You will ensure that we and any third-party sub-contractor fitters and installers can access the property at the agreed times to provide the fitting and installation service. If you do not provide the required access to the property or make it impossible for us to provide the fitting/installation service by failing to comply with any provisions of this clause, and does not have a good reason for this, we may invoice you for any additional charges incurred as a result.
6. TERMS OF PAYMENT
A - Fixed Fees are payable as follows:
i) 50% on instruction. See section 13 for terms of refund
ii) 25% stage payment during the work as outlined on the Estimate/Proposal documents.
iii) 25% final payment on completion of preliminary design work and design development above or on submission of estimates for agreed schemes.
iv) To keep your project on track we look to get to the agreement of design schemes within 8 weeks of instruction. If this is delayed, then staged payments may be required
v) Estimated goods – on placing of orders for goods that have been estimated, terms are as follows: 100% on instruction. Only when full payment has been received will we be able to place an order and ownership of the items(s) be passed to you.
All payments to us should be made via bank transfer payment within 5 working days. If payment is not received within 5 working days, additional administration costs may be charged, including interest on the overdue amount at a rate of 4% a year above the base rate of the Bank of England from time to time.
Such interest shall accrue daily from the due date until the date of actual payment of the overdue amount. You are obliged to pay us interest together with any overdue amount. Account details are listed on estimates supplied to you. Work will not start until cleared payment is received. This includes the ordering of fabrics and curtain/blind fitting hardware as well as the contracting of any third party required to help with the project.
7. PROCUREMENT & TRADE DISCOUNTS
As part of our design services, we may recommend and/or purchase goods, furnishings, finishes, or materials on your behalf - as outlined in the project documentation. We have established trade relationships with various suppliers, which may entitle us to trade discounts or commissions.
Trade discounts will be shared at our discretion and are not automatically passed on to the client. Where a trade discount is shared with the client, a 25% procurement fee may be applied to cover time spent managing orders, supplier communications, and delivery logistics.
We accept no liability for supplier lead times, delivery delays, or product availability, although we will make every reasonable effort to resolve any issues on your behalf.
8. VAT
Our invoices are subject to VAT. This will be charged at the prevailing UK rate; certain exceptions (goods for export) may apply.
9. CONTRACTORS
We will employ on your behalf specialists ranging from upholsterers, carpet layers, specialist painters and curtain makers to restorers, carvers and gilders. We do not employ building trades (such as plumbers, carpenters and electricians) but will work with our preferred partners, or the client’s recommend companies, who would work directly for and be responsible to the client.
10. PROJECT EXECUTION
Upon project collection, delivery/installation, we will require that you ensure your home is safe and that we and any of our representatives have unimpeded access to your home at the times arranged between you and us. If you are unable to be available in person, please ensure you are available by telephone to answer any queries that may arise during the carrying out of the service. Whilst all reasonable care will be taken, it is your responsibility to ensure that all ornaments and objects are removed from the immediate working area; we will not be responsible for any damage or breakages to any such objects, howsoever caused.
11. PHOTOGRAPHY
You will kindly allow us to photograph the project through all stages of works and after the project is completed for purposes of maintaining a work portfolio.
Photographs may be used for business or publicity reasons, such as social media posts or for marketing and advertising purposes.
Where photographs are made public, your identity will not be compromised. No imagery that shows faces, names and addresses will be disclosed. Please advise if you are not happy for us to share images of your project.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Our liability for these foreseeable losses is limited to the amount of fees you have paid us in the preceding 12-month period.
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the preliminary discussions.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective goods under the Consumer Protection Act 1987.
If we are providing fitting/installation services in your property, we will make good any damage to the property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to the property that we discover while providing the services.
If you have separately arranged for a third-party to carry out installation or fitting services, then we will not be liable for any losses or damages that occur because of that third-party’s services. This will be a matter for you to resolve directly with the third-party you have engaged.
We only supply goods for domestic and private use. If you use the goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. CONFIDENTIALITY & DATA PROTECTION:
We shall treat all personal and business information supplied by you as confidential. We shall not disclose such information to any third party without your prior permission, except where required by law. Any personal data provided by you will be stored securely with access only for staff members.
We will use any personal data you provide to us: (i) to supply the services and goods to you; (ii) to process your payment for the services and goods; and (iii) to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.
We will only give your personal information to third parties where the law either requires or allows us to do so.
For more information about how we treat our client’s personal data, please take a look at our Privacy Policy which can be found here.
14. EARLY TERMINATION & ENDING THE CONTRACT
If you wish to make a change to the service or goods that have been ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service and/or the goods, the timing of supply or anything else which would be necessary because of your requested change and ask you to confirm whether they wish to go ahead with the change. If the change is not possible you shall pay us the full amount as stated in the final quotation.
A - Your rights to end the contract:
i) If you wish to end the contract for a reason set out below the contract will end immediately and we will refund you in full for any services or goods which have not been provided or have not been provided properly. The reasons are:
(i) We have told you about an upcoming change to the services and/or goods or these terms which you do not agree to.
(ii) We have told you about an error in the price or description of the service or goods you have ordered, and you do not wish to proceed.
(iii) We have breached the contract in any material way and have failed to take steps to remedy that breach within 14 days of you asking us in writing to do so (if we need to order replacement goods then this may take longer than 14 days and you will not be entitled to end the contract, provided we have contacted our suppliers to order the replacement goods within the 14 days for you).
(iv) We are unable to provide the fitting/installation services due to an event outside our control (for the avoidance of doubt, in this case your right to end the contract will refer only to the fitting/installation services and not the supply of goods).
(v) We enter into liquidation or have an administration or receiver appointed over our assets.
(vi) You have a legal right to end the contract because of something we have done wrong.
If you are ending the contract for a reason other than those reasons set out above, then the contract will end immediately and you will be obliged to pay a fee of 50% of the total costs, to compensate for the design work already completed.
If you wish to cancel the contract, then you have 7 days from the date of acceptance of the quote to give written notice that they wish to cancel the project. We will refund any sums paid by you for goods not yet ordered.
As some of our goods and services are bespoke, we will be unable to provide a refund for any goods already ordered.
If works have already started, and materials ordered then these are fully chargeable. Once you have advised, we have 30 days to refund you for services.
B - When we can end the contract:
i) We may end the contract at any time by writing to you if:
(i) You do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due (this does not affect our right to charge interest on overdue sums).
(ii) You do not, within a reasonable time, allow us to deliver the products to them
(iii) You do not, within a reasonable time, allow the fitters/installers to access the property or otherwise make it impossible for the fitters/installers to provide the fitting/installation services
(iv) We have been unable to provide the fitting/installation services for a substantial period of time due to an event outside out control
(v) You have breached the contract in any material way and have failed to remedy that breach within 14 days of us asking you in writing to do so
(vi) We have provided you with one months’ notice of termination for any reason. In such circumstances we will continue to provide the services up until the termination date and deliver any goods that have been ordered prior to the termination date.
15. Supplier Insolvency Clause
If any third-party supplier engaged by Willow and Bert Interiors becomes insolvent, bankrupt, or otherwise unable to fulfil their contractual obligations, Willow and Bert Interiors will make reasonable efforts to recover any prepaid funds on behalf of the client.
However, Willow and Bert Interiors shall not be liable for any loss, delay, or damages incurred by the Client because of such supplier insolvency or bankruptcy. The Client acknowledges that any risk associated with third-party suppliers, including insolvency, is borne by the Client.
16. INSURANCE
Professional indemnity insurance and Public & Product Liability insurance are held by Chloe Hannay / Willow & Bert Limited; certificates for these can be provided on request.