Terms and Conditions

Last updated: 19 October 2026

These terms and conditions explain how Willowtree Homecare Ltd provides its services and how you may use our website. Please read them carefully before booking a service.

1. About us

Willowtree Homecare Ltd is a family-run business providing cleaning and home support services.

2. Using this website

The information on this website is intended as a general guide to our services. It does not constitute a formal quotation or guarantee that a particular service is available.

We aim to keep our website accurate and available, but we cannot guarantee that it will always be uninterrupted, error-free or up to date.

You must not misuse this website, attempt to interfere with its operation, or copy and reuse its content without permission.

3. Prices and quotes

We do not publish fixed prices on our website because the cost depends on the service required and the circumstances of each home or property.

For regular cleaning, we agree an hourly rate, estimated time and tasks with you before the first visit.

For end-of-tenancy, deep cleaning, post-build cleaning, crisis cleaning, office cleaning and other commercial work, we will normally arrange a visit or discuss the job with you before providing a written quote.

Our quotes are free and carry no obligation to book. Where we provide a written quote or a separate service agreement, that quote or agreement will set out the specific work and price agreed for your job and will take precedence over any general website information that conflicts with it.

If you ask us to carry out additional work beyond the agreed tasks, we will discuss any additional time or cost with you before proceeding.

We review our prices in March. Any revised prices normally take effect in April, and we will communicate relevant changes to existing customers.

4. Our service

We will carry out agreed services with reasonable care and skill. Where possible, we aim to provide the same cleaner for regular visits, although this cannot always be guaranteed.

Please allow a 15-minute arrival window around the agreed visit time. If you need to change a visit, please contact our office rather than making arrangements directly with an individual member of staff.

Products and equipment

For regular cleans, we use your own cleaning products and equipment so your home is cleaned the way you prefer. If you would rather we brought our own, please let us know before your visits start.

For end-of-tenancy, post-build and other one-off cleans, we bring the products and equipment needed for the agreed work.

Time and agreed tasks

Regular visits are limited to the time and tasks agreed with you. We will prioritise the agreed tasks within the available time. We cannot guarantee that every task will be completed if the time booked is insufficient.

Home support

Depending on the arrangement agreed with you, our home support may include companionship and check-in visits, help with meals and shopping, collecting prescriptions, and accompanying someone to appointments or outings.

Our services are subject to the scope agreed at booking and any applicable legal requirements. Your statutory rights, including rights under the Consumer Rights Act 2015 where applicable, are not affected by these terms.

5. What we won't do

For the safety of our customers and staff, we do not normally undertake tasks that involve:

• Moving heavy furniture or other heavy items.
• Working at unsafe heights or using unsafe access equipment.
• Handling hazardous waste, bodily fluids or pest infestations unless this has been specifically discussed and agreed in advance.
• Any task that we reasonably consider unsafe or outside the agreed scope of our service.

We may decline or stop a task if conditions are unsafe. If we stop work for safety reasons, we will only charge for work already carried out, subject to any applicable agreement and your statutory rights.

6. Your home, keys and access

Please tell us in advance about anything that could affect the visit, including pets, alarms, access arrangements or other relevant safety concerns. You must provide safe access to the property and access to water and electricity where required for the agreed work.

Keys and access codes will be handled securely. When our service ends, keys will be returned and any access codes held by us will be deleted when no longer required.

If we arrive for a scheduled visit and cannot gain access, we will wait for 15 minutes and attempt to contact you. If access is still unavailable, the full visit charge may apply.

Please secure cash, jewellery and other valuables before a visit. We maintain public liability insurance. If you believe any damage has occurred during our work, please tell us as soon as possible and ideally within 24 hours, providing details and photographs where available. This request does not remove any legal rights you may have.

7. Changing or cancelling a visit

Please give us at least 24 hours' notice if you need to cancel or change a scheduled visit. If less than 24 hours' notice is given, the full visit charge may apply.

We do not normally provide services on bank holidays.

If you wish to stop regular cleaning or home support visits, please give us two weeks' notice so we can arrange our schedule accordingly. This notice period is subject to any applicable statutory cancellation rights.

8. Your legal right to cancel

If you are a private customer and your contract is agreed in your home or away from our business premises, you may normally have a legal right to cancel within 14 days under applicable consumer legislation.

If you ask us to begin providing a service during that 14-day period, you may be required to pay a proportionate amount for work carried out up to the point you cancel, where the law permits this.

If you request that a one-off service be completed in full during the cancellation period, your cancellation rights may end once the service has been fully performed, provided the required legal conditions have been met.

To exercise a cancellation right, please contact us in writing using the email address in the Contact Us section. We will explain any applicable cancellation arrangements.

These consumer cancellation rights generally do not apply to business customers acting for business purposes. Your statutory rights are not affected by this section.

9. Payment

For regular services, we normally issue invoices monthly. For one-off jobs, we normally issue an invoice after the work is completed, unless we agree otherwise in writing.

Invoices are payable within 14 days of the invoice date unless a different payment arrangement has been agreed.

Payment can be made by bank transfer or by card over the phone. We do not accept cash or cheques.

If payment remains outstanding after the due date, we may charge a £25 late-payment fee where permitted by law and by the applicable agreement. Any charges will be subject to applicable legal requirements.

The person who makes the booking is responsible for payment unless we have agreed a different arrangement in writing.

10. Ending our service

We may suspend or end a service where there is a reasonable basis to do so, including:

• Repeated late or missed payments.
• Repeated inability to gain access to the property.
• Abusive, threatening or inappropriate behaviour towards our staff.
• Requests for staff to undertake unagreed work or private arrangements outside our service.

Where appropriate, we will explain the reason and provide notice. Any action we take will be subject to the terms of the applicable agreement and relevant legal requirements.

11. Booking for someone else

If you book a service for another person, you must ensure that they know about and consent to the booking and the proposed visit.

We will take the wishes and reasonable preferences of the person receiving the service into account. Before work begins, we will agree who is responsible for paying the invoice.

12. Business customers

Where we provide services to a business, the written quotation, service agreement or other terms agreed for that job will apply.

Consumer-specific rights described in Sections 4 and 8 apply to private customers only where relevant legislation provides those rights. Business customers should refer to their agreed quotation or contract for the applicable terms.

13. Our working hours

Our normal working hours are 9:00 am to 5:00 pm, Monday to Friday.

Our office phones are not normally answered during evenings, weekends or bank holidays. We will respond to messages during our normal working hours.

We are not an emergency or medical service. If there is an immediate emergency, call 999. For urgent medical advice that is not a life-threatening emergency, contact NHS 111.

14. Website content

Website text, branding, images and other content belong to Willowtree Homecare Ltd or are used with permission, unless otherwise stated.

You must not reproduce, distribute or reuse our website content for commercial purposes without our prior written permission, except where permitted by law.

15. External links

Our website may link to third-party websites, including Google, Facebook and Norfolk Trusted Trader. These links are provided for convenience and information.

We do not control third-party websites and are not responsible for their content, availability or privacy practices. Visiting an external website is at your own discretion, and you should review its terms and privacy information.

16. Our liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

The information on this website is general information and is not a substitute for the specific quotation or agreement for your service.

Subject to applicable law, our responsibilities for a particular booking will be determined by the agreed quotation or contract and the relevant legal requirements.

17. Complaints

If you have a concern about our service, please contact Christina at Willowtree Homecare Ltd. We would appreciate it if you could raise the issue as soon as possible, ideally within 24 hours, so that we have an opportunity to investigate and respond.

If your complaint is not resolved, you may be able to contact Norfolk Trusted Trader using its complaint form.

You can also contact the Citizens Advice consumer service on 0808 223 1133 for guidance about consumer rights.

18. Privacy and cookies

We take privacy seriously. Our Privacy Policy explains how we collect, use and protect personal information.

Our Cookie Policy explains how cookies and similar technologies may be used on this website.

19. Changes to these terms

We may update these terms from time to time to reflect changes to our services, business practices or legal requirements. The latest version will be published on this page with its updated date.

Changes to the terms for an existing booking will be handled in accordance with the applicable agreement and relevant law.

20. Which law applies

These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts where applicable law permits.

21. Contact us

If you have questions about these terms or our services, please contact us using the details below.