Terms and Conditions of Service

  1. Introduction

Welcome to Willowserve Limited’s Terms & Conditions – your guide to understanding our services. These terms outline the rules, expectations, and the rights and responsibilities associated with your use of Willowserve Limited.

  1. When these terms apply

Before using our services, take a moment to read and understand these terms. Your use of our services implies your agreement to these terms and our Privacy and Cookies policy. The latest version of the terms always applies.

  1. What do we mean by “Services”?

Our services cover a spectrum of trades, including Plumbing, Heating, Drains, Bathrooms, Electrics, Carpentry, Appliances, Roofing, Building, Emergencies, and Commercial. This includes enquiries, estimates, project work, installations, repairs, emergency call-outs, servicing, and guarantees.

  1. Terminology
  • “Us/We/Our/Willowserve”: Refers to Willowserve Limited.
  • “You”: Refers to you, the customer.
  • “Tradesperson/tradespeople”: Representatives appointed by Willowserve to carry out work.

We reserve the right to refuse work and designate tradespeople at our discretion.

  1. Hourly rate work

Charges include labour, materials supplied by us, and are subject to VAT (excluding work that is zero-rated). Non-chargeable time includes lunch breaks. Charges are updated per our hourly rates.

  1. Fixed price work

Charges for fixed-price work are firm, inclusive of labour & materials. Written estimates may be revised under specific circumstances, example of which are:

  • If, subsequent to the estimate submission, you instruct us (in writing or verbally) to undertake additional work not initially outlined in the estimate.
  • If, post estimate submission, there is an escalation in the cost of materials.
  • If, following the estimate submission, it is discovered that further unanticipated work needs to be carried out.
  • If, after providing the estimate, it is identified that a manifest error occurred during its preparation.
  • The requirement for a detailed Insurance Report (in addition to the estimate and invoice) will result in a nominal charge of £25.00.

We are not obligated to provide an estimate unless provided in writing and signed by an authorised representative. Estimates given orally or containing manifest errors will not bind us.

  1. Offers & incentives

We promote various offers and incentives, subject to defined terms and conditions, and at our discretion.

  1. Material collection

Collection of non-stock items is chargeable, with conditions to ensure efficiency and transparency.

We strive to minimise the time taken, ensuring it remains within a reasonable limit and does not surpass 45 minutes. In the event that unforeseen circumstances may cause the collection time to exceed 45 minutes, you will be notified in advance of the reasons. Only one tradesperson is authorised to leave the job to procure necessary materials/parts.

  1. Invoices & payment

Unless otherwise agreed by us, a deposit payment of 50% is required for estimated or pre-booked work. Full payment may be requested in advance. Interest may accrue on unpaid invoices (or unpaid parts of invoices) at a rate of 4% above the Bank of England base rate, until payment is received by us in full.

  1. Timekeeping

We strive for punctuality but accept no liability for non-attendance of a tradesperson, or for the late or non-delivery of materials.

We shall not be held responsible for any delays or their consequences in fulfilling our obligations if such delays result from causes beyond our reasonable control. In such cases, we reserve the right to seek a reasonable extension of time for fulfilling these obligations.

  1. Cancellation

Cancellations require a minimum of 1 days’ notice (by the end of the working day before and preferably by phone). In the event that you cancel your instructions shortly before the commencement of work or the supply of materials, you will be responsible for covering the costs incurred by us, including both time, travel expenses and materials. Additionally, you will be liable for the profit that would have been generated by us based on the original instructions.

  1. Satisfaction

At Willowserve, our dedication is to deliver professional and top-quality services to each customer. If, following the completion of our work, you find any dissatisfaction, it is imperative that you submit written notice within 12 months. This notice provides us, along with our insurers, the opportunity to conduct inspections and undertake any necessary remedial work. Failure to notify us as stipulated above will release us from liability regarding any defects in the completed work.

  1. Guarantee

We provide a 12-month guarantee on labour for faulty workmanship, in addition to manufacturer warranties. Conditions apply.

The guarantee will be rendered null and void if the work/appliance completed/supplied by us is:

  1. Subject to misuse or negligence.
  2. Repaired, modified, or tampered with by anyone other than a Willowserve tradesperson. We assume no liability for, nor guarantee the suitability of materials supplied by you and accept no responsibility for any consequential damage or fault.

Additionally, we do not guarantee any work in the following cases:

  1. Blockages in waste or drainage systems.
  2. Any work undertaken based on your instructions and contrary to the written or verbal advice of the tradesperson.

Our guarantee applies exclusively to work directly undertaken by us, and it is contingent upon full payment. We do not provide guarantees for non-related faults arising from recommended work not executed by us.

In instances where we undertake work on installations of inferior quality (or over 10 years old), no warranty is provided for such work. We disclaim any liability regarding the effectiveness of such work or any associated issues.

  1. Liability

We are liable for our guaranteed work and not responsible for damage resulting from overlooked work. We’re not liable for delays due to factors beyond our control.

  1. Title to goods

Goods remain our property until fully paid for. We retain authority over them until payment, including the right to enter premises to reclaim them.

The risk associated with such goods will transfer to you upon delivery. It is essential that you secure insurance coverage for these items at their replacement value. If requested, you must be prepared to provide evidence confirming that they are adequately insured.

  1. General

These terms prevail over any terms from you. Contracts are governed by English law. Willowserve Limited is a registered company.

For more details, contact us at:

Willowserve Limited
19 New Road, Ixworth, Bury St. Edmunds, Suffolk, England, IP31 2EN.
Registered number: 02672775