Terms of Service

Willow & Home by Sarah

Operated by Sarah Adams, sole trader

Email: hello@willowandhome.co.uk

Welcome

These terms are designed to provide clarity for you and Willow & Home, ensuring we share the same expectations from the outset.

If you have any questions at all, please don't hesitate to ask. I believe clear communication helps create the best possible experience for everyone.

About these terms

These Terms of Service apply to services provided by Willow & Home by Sarah. Please read them before confirming your booking. By confirming a booking with me, you agree to these terms.

1. Booking

Once we have agreed a suitable date, I will hold it provisionally for 48 hours.

I will then send you a secure payment link by email, or bank transfer details if you prefer.

Your booking is confirmed once payment has been received and I have sent you a booking confirmation from Willow & Home.

If payment is not received within 48 hours, the provisional date may be released.

If you are unsure which service is right for you, I am always happy to arrange a complimentary Discovery Call before booking.

2. Payment

Payment for Half Day, Full Day and Virtual Organising & Coaching sessions is required in advance.

For Gentle Journey or Bespoke Support, payment arrangements will be agreed as part of your personalised plan or proposal before work begins.

Any additional costs that we agree in advance, such as exceptional travel expenses or agreed purchases made on your behalf, will be clearly explained before you are asked to pay them.

3. Rescheduling & Cancellations

I understand that plans sometimes need to change.

If you need to rearrange your session, please let me know as soon as possible and I will do my best to agree another suitable date.

For cancellations or rescheduling with less than 24 hours’ notice, the session fee may be retained or charged in full where it is reasonable to do so, taking the circumstances into account.

Your statutory cancellation rights are separate from this policy. Where you enter into a contract with Willow & Home at a distance, for example by email or online, you will normally have a 14-day cancellation period beginning the day after the contract is made.

If you ask me to begin providing the service during that 14-day period and then cancel before the service is completed, you may be required to pay for the part of the service already provided, provided the legal requirements for starting within the cancellation period have been met.

Nothing in these terms affects your statutory consumer rights.

4. Travel

Session prices include travel within 10 miles of my current base.

I am happy to travel further afield across Essex, Hertfordshire, Cambridgeshire and London. Where additional travel time or expenses apply, these will always be discussed and agreed with you before your booking is confirmed.

There will never be unexpected additional travel charges

5. During Our Session

Every home and every client is different.

We’ll work together at a pace that feels comfortable for you, and every decision about your belongings will always remain yours.

My role is to guide, support and encourage — not to pressure you into making decisions that don’t feel right.

6. Storage Products

Storage products are only recommended where they genuinely support the agreed goals of our work together.

There is never any obligation to purchase products recommended by Willow & Home.

If you ask me to purchase products on your behalf, the cost and payment arrangements will always be agreed with you in advance.

7. Confidentiality

Everything you share with me, and everything I see during our work together, will be treated with respect, sensitivity and confidentiality.

Photographs or videos will only be taken with your permission.

No photographs, videos, testimonials, client stories or other identifying details will be shared publicly without your clear permission.

8. Health & Safety

Your safety and mine are equally important.

If I believe a task presents an unacceptable risk, I may suggest an alternative approach, stop that part of the work, or recommend that specialist assistance is sought.

I do not undertake work involving unsafe lifting, electrical repairs, structural work, hazardous materials or other activities outside the scope of a professional organising service.

If there is anything about your home, access arrangements or health that may affect how we work safely together, please let me know before the session where possible.

9. Liability

I will carry out my services with reasonable care and skill.

All decisions about whether to keep, donate, sell, recycle or dispose of your belongings remain with you and are your responsibility at all times.

I am not responsible for loss or damage that:

  • was pre-existing;

  • results from a decision you make about keeping, donating, selling, recycling or disposing of your belongings;

  • is caused by a third-party charity, recycling organisation, disposal service or other third-party provider that is outside my control.

Nothing in these terms excludes or limits my responsibility where it would be unlawful to do so, including my responsibility to provide services with reasonable care and skill.