Terms & Conditions of Service

Last updated: 29th August 2026

These terms govern quotations, bookings and services provided by Five Willows Property Care Limited to domestic and commercial customers. They explain how a contract is formed, what each party must do, how changes and payment are handled, and the protections that apply to particular services.

The terms cover grounds maintenance, lawn care, turfing and planting, hedge work, garden clearance, stump grinding, pressure washing, soft washing, render and exterior cleaning, artificial grass maintenance, domestic cleaning and associated commercial property-care work. Consumer statutory rights are preserved and take priority wherever the law requires.

How These Terms Work

The quotation or booking confirmation describes the particular job. These general terms supply the rules that apply across Five Willows services. A customer should receive or be directed to the applicable version before accepting a quotation. The version supplied at acceptance governs that contract unless a later change is expressly agreed or is required by law.

Part A applies to all customers. Part B contains service-specific terms. Part C adds the statutory protections and cancellation rules for consumers. Part D contains additional commercial provisions that apply only to business customers. The schedules provide practical forms that may be used with a quotation.

Key Information

Contract documents: The accepted quotation, agreed written variations and these terms form the contract. The quotation controls the job-specific scope and price.

Price: Consumer prices must include unavoidable charges known when quoted. Any VAT, parking, disposal, materials or other charge will be shown or explained before it becomes payable.

Payment: Domestic one-off work is payable on completion unless the quotation states a deposit, materials payment or staged arrangement. Commercial invoices are due on the stated date.

Access: The customer must provide safe access, accurate site information, permissions and any agreed water or electricity. A failed-access visit may be treated as a short-notice cancellation.

Weather: Outdoor work may be moved if weather or ground conditions make it unsafe, risk damage or materially reduce the quality of the result.

Natural products: Turf, seed, lawns and plants need suitable aftercare. Outcomes are affected by water, soil, drainage, weather, animals, pests and use.

Consumer cancellation: A 14-day cancellation period may apply to qualifying distance or off-premises contracts. An express request is needed if work is to start during that period.

Concerns: Tell Five Willows promptly and allow reasonable access to inspect and, where appropriate, put the service right. Consumer statutory rights are not restricted.

Part A – General Terms

1. The Parties and Scope

1.1 Five Willows Property Care Limited is a company registered in England and Wales under company number 17426902. Its registered office is 54 St James Street, Liverpool, Merseyside, L1 0AB. References to Five Willows, we, us or our mean Five Willows Property Care Limited.

1.2 These terms apply to each quotation, estimate, booking and contract for services unless a different written agreement signed or expressly accepted by Five Willows applies. They cover domestic and commercial property care services and any materials supplied as part of those services.

1.3 Nothing in these terms excludes, restricts or reduces a right or remedy that cannot lawfully be excluded or restricted. Mandatory consumer law takes priority over any inconsistent wording.

2. Customer Types and Definitions

2.1 A Consumer Customer is an individual acting for purposes wholly or mainly outside that individual's trade, business, craft or profession. A Business Customer is a customer acting wholly or mainly for business purposes, including a company, partnership, public body, managing agent, landlord acting in business or other commercial organisation.

2.2 Services means the work described in the accepted quotation or booking confirmation. Site means the property or area where the Services are performed. Contract Price means the agreed fixed price or, where an estimate or rates apply, the amount properly due for work, materials, plant, disposal and agreed additional costs.

2.3 Written communication includes email, text message, WhatsApp, an electronic quotation platform or another durable electronic message where the sender and instruction can reasonably be identified.

3. Contract Documents and Priority

3.1 The contract consists of the accepted quotation or booking confirmation, any expressly agreed service schedule or written variation, these terms and any document expressly incorporated by reference.

3.2 If the documents conflict, a later expressly agreed written variation takes priority, followed by the job-specific quotation or service schedule, followed by these terms. A special term overrides a general term only to the extent of the conflict.

3.3 A website copy may be updated for future work. An update does not change an existing contract unless the change is required by law or both parties expressly agree it. Five Willows will retain or be able to identify the version used when the contract was formed.

3.4 Five Willows will make the applicable terms and required pre-contract information available before a Consumer Customer is bound and will confirm them on a durable medium where the law requires.

4. Quotations Estimates and Acceptance

4.1 A quotation offers to provide the stated scope at the stated price subject to its assumptions and these terms. Unless the quotation says otherwise, it is open for acceptance for 30 days and may be withdrawn before acceptance.

4.2 An estimate is an informed indication rather than a fixed price. The final charge may change if quantities, condition, access, waste, materials, labour or other circumstances differ from what could reasonably be assessed when the estimate was prepared. Five Willows will explain a material change before continuing where practicable.

4.3 A contract is formed when the customer accepts the quotation or booking in writing, pays a requested deposit or materials payment, or instructs Five Willows to begin work, whichever occurs first. Consumer cancellation rights may still apply.

4.4 Five Willows may correct an obvious clerical, calculation or transcription error before work starts. If a material correction is required after acceptance, it will be explained and agreed before the affected work proceeds.

5. Prices VAT and Price Transparency

5.1 The price is based on the agreed scope and the site information and conditions reasonably apparent when quoted. Consumer quotations will state the total price, including unavoidable charges known at that stage, or explain clearly how the price will be calculated where it cannot reasonably be fixed in advance.

5.2 VAT will be added only where legally applicable and will be shown where required. Parking, permits, tolls, congestion charges, specialist access, plant hire, disposal and materials are included only where the quotation states or clearly allows for them.

5.3 Website, social-media and promotional prices are general guides unless expressly offered as a fixed quotation for the particular job. A mandatory charge will not be introduced after acceptance merely because it was omitted from an advertised or quoted consumer price.

6. Deposits Materials and Ownership

6.1 Five Willows may require a reasonable deposit, booking payment, materials payment or staged payment before reserving substantial labour, ordering materials or hiring equipment. The amount and due date will be shown before the customer accepts.

6.2 A Consumer Customer's payment is not automatically non-refundable. If a qualifying contract is cancelled, Five Willows will retain or charge only sums the law and these terms permit, including a proportionate charge for Services expressly requested and properly supplied, or reasonable loss caused after any cancellation period.

6.3 Special-order, non-returnable, made-to-measure, perishable or rapidly deteriorating materials may require payment before order. Any statutory exception to cancellation rights will apply only where its legal conditions are met and will be explained where relevant.

6.4 Materials remain Five Willows' property until paid for to the extent permitted by law and while they remain separately identifiable and have not been irreversibly incorporated into the Site. Risk in materials passes as provided by law and the circumstances of delivery and installation.

7. Changes Additional Work and Hidden Conditions

7.1 The customer may request a change, but Five Willows is not required to carry it out unless the change is agreed. A change may affect price, materials, labour, disposal, method, safety and completion. Written electronic approval is sufficient.

7.2 If concealed waste, contamination, unstable ground, buried services, defective surfaces, restricted access, inaccurate measurements, drainage problems or another hidden condition materially affects the work, Five Willows may stop and explain the options. Additional work will not be charged without agreement except for a small immediate step reasonably necessary to prevent danger or further damage.

7.3 If the customer asks Five Willows to proceed without a fixed variation price, reasonable additional charges may apply for extra labour, materials, plant, travel, disposal, delay and third-party cost. For a consumer, the basis of charge will be explained before the extra work where reasonably possible.

8. Dates Attendance and Weather

8.1 Start dates, completion dates and arrival windows are given in good faith. Unless expressly agreed as a fixed deadline, they are estimates and may change because of weather, unsafe conditions, access, illness, traffic, equipment failure, supplier delay, previous work overrunning or another event outside reasonable control.

8.2 Five Willows will give reasonable notice of a material delay where practicable and will seek to rearrange the work. The customer's legal remedies for a delay caused by Five Willows are not excluded.

8.3 Outdoor work may be postponed or resequenced where wind, rain, frost, heat, temperature, surface moisture, waterlogging or drying conditions create a safety risk, risk damage or are likely to produce a materially poorer result.

9. Access Permissions and Customer Information

9.1 The customer must provide safe and reasonable access at the agreed time, together with keys, codes, parking arrangements, permits, inductions and permissions reasonably required. Keys and codes will be handled with reasonable care.

9.2 Unless agreed otherwise, the customer must remove or identify vehicles, furniture, ornaments, toys, cables, hoses, valuables, fragile items and other movable property from the working area.

9.3 The customer must keep children, pets, residents, visitors and other contractors away from controlled work areas when reasonably requested and must secure animals before arrival where they could escape, interfere with work or place anyone at risk.

9.4 Before work starts, the customer must disclose known or reasonably suspected hazards and relevant information, including shallow or concealed services, irrigation, drainage, septic systems, unstable surfaces, asbestos, contamination, sharps, previous coatings, leaks, fragile finishes, access restrictions and security systems.

9.5 The customer is responsible for obtaining permission from the owner, landlord, managing agent, neighbour, planning authority or other third party where permission is required. Five Willows may ask for evidence before work.

10. Safety and the Right to Stop Work

10.1 Five Willows may refuse to start, pause, change or stop work where it reasonably considers the requested method or Site to create an unacceptable health, safety, environmental, legal or property-damage risk.

10.2 Five Willows may establish exclusion zones and use barriers, cones, signs, hose protection, personal protective equipment, dust or spray controls and other proportionate measures. The customer must follow reasonable safety instructions.

10.3 Delay or cost caused by an unsafe Site, undisclosed hazard or failure to follow a reasonable safety request may be treated as a customer-caused delay or variation, provided the resulting charge is fair and was reasonably incurred.

11. Water Electricity Drainage and Parking

11.1 Where the Services reasonably require mains water or electricity, the customer will provide safe, accessible and adequately performing supplies unless the quotation states that Five Willows will provide its own.

11.2 The customer must disclose known low water pressure, electrical faults, blocked or restricted drainage, septic systems, flood risk and utility limitations. Five Willows may stop where supply, runoff or drainage creates a safety, flooding, pollution or property-damage risk.

11.3 The customer must provide lawful parking reasonably close to the Site or disclose restrictions before quotation. Parking or permit cost is chargeable only where the quotation includes it or the customer approves it as a variation.

12. Waste and Removed Materials

12.1 Waste removal is included only where stated and is limited to the type and quantity reasonably contemplated by the quotation. Unexpected, concealed, unusually heavy or contaminated waste may require a revised price.

12.2 Asbestos-containing, hazardous, clinical, chemical, electrical, liquid, pressurised or controlled waste is excluded unless expressly identified, assessed, lawfully handled and priced. The customer must not add unquoted waste to a clearance pile or container.

12.3 Items loaded by Five Willows for disposal become Five Willows' responsibility for lawful transfer unless the quotation states that an item is to be retained, salvaged or delivered elsewhere. Five Willows may refuse any waste for which a lawful or safe route is not available.

13. Employees Subcontractors and Suppliers

13.1 Five Willows may use competent employees, workers, subcontractors or specialist suppliers. Five Willows remains responsible for the Services it has contracted to provide, subject to these terms.

13.2 The customer must not direct a worker or subcontractor to perform materially different work, waive a safety control or agree a price change without Five Willows' authorisation. Approved additional work is a variation.

14. Photographs Data and Privacy

14.1 Five Willows may take proportionate photographs or video before, during and after work for quotation, condition, safety, quality, training, insurance, complaint and dispute records. This processing will use an appropriate lawful basis and follow the privacy information provided by Five Willows.

14.2 Marketing use is separate from the job record. Five Willows will not knowingly publish an identifiable customer, private interior detail, vehicle registration, house number or other clearly identifying information for marketing without an appropriate lawful basis. Where consent is requested, it may be declined or withdrawn for future use.

14.3 Customer details and job records may be used to quote, schedule and provide Services, process payment, manage safety, respond to complaints, recover debt and comply with legal obligations. Personal information will be handled under applicable UK data-protection law and the Five Willows privacy notice.

15. Completion Defects and Complaints

15.1 The customer should inspect the work when reasonably possible and identify any concern promptly while evidence remains available. Notification within 48 hours is helpful for an immediately visible practical issue but is not a contractual time bar and does not restrict consumer rights.

15.2 If the Services have not been performed to the required standard, Five Willows will investigate and deal with the matter under the contract and applicable law. Where appropriate, Five Willows may first request access to inspect and repeat or correct the affected work within a reasonable time and without significant inconvenience.

15.3 Five Willows is not responsible for deterioration or damage caused after completion by a third party, misuse, inadequate aftercare, animals, extreme weather, structural movement, an underlying defect or another matter not caused by Five Willows' breach.

16. Invoices and Payment

16.1 Payment terms appear on the quotation or invoice. Unless agreed otherwise, domestic one-off work is payable on completion. Deposits, materials payments and stage payments are due on the stated dates. Recurring and commercial invoices are due by the date shown.

16.2 The customer must pay an undisputed amount when due even if a separate part of an invoice is genuinely disputed. Payment does not remove the right to raise a genuine complaint about scope or quality.

16.3 If an amount remains overdue, Five Willows may issue reminders, suspend future non-essential work after reasonable notice and recover interest or reasonable recovery costs only to the extent permitted by law and these terms. Business late-payment rights are set out in clause 43.

17. Cancellation Rescheduling and Failed Access

17.1 This clause applies where no statutory cancellation right applies or after any statutory cancellation period has ended. Part C applies first to a Consumer Customer with a qualifying cancellation right.

17.2 If the customer cancels, materially postpones or prevents attendance, Five Willows may charge a reasonable amount for loss actually caused, including non-returnable materials, committed hire or disposal, travel or labour that cannot reasonably be reallocated. Five Willows will take reasonable steps to reduce its loss and will not charge more than the unpaid balance of the Contract Price.

17.3 A quotation may state a fair short-notice cancellation or attendance charge based on likely cost and lost capacity. It will not apply where unlawful or clearly disproportionate. If no charge is stated, Five Willows may recover only its reasonable actual loss under clause 17.2.

17.4 If safe access, an agreed utility, a key, a permit or a responsible contact is unavailable on arrival, the visit may be treated as a short-notice cancellation. Five Willows will first take reasonable steps to contact the customer where practicable.

17.5 If Five Willows cancels for a reason within its control and cannot reasonably rearrange, it will refund sums paid for Services or materials not supplied, without limiting any other legal right.

18. Recurring Services

18.1 Regular grounds, cleaning or property-care Services will be provided at the frequency in the service schedule, subject to access, season, weather and any agreed minimum term. No minimum term or automatic renewal applies unless clearly disclosed before acceptance.

18.2 A continuing arrangement may be ended on the notice stated in the service schedule. If no notice is stated, either party may end future Services by giving 30 days' written notice. Services properly performed during the notice period and committed non-cancellable cost remain payable, subject to consumer law and clause 17.

18.3 Five Willows may adjust the sequence or timing to reflect seasonal growth, weather, Site conditions and efficient route planning, provided the contracted service is not materially reduced without agreement. A price review or scope change applies only after the notice or agreement stated in the service schedule and, for consumers, must be fair and transparent.

19. Suspension and Termination

19.1 Five Willows may suspend affected Services after reasonable notice where an undisputed payment is overdue, the customer prevents safe performance, access is repeatedly unavailable or an agreed dependency has not been met. Immediate suspension is permitted for a serious safety, legal or environmental risk.

19.2 Either party may terminate for a material breach that cannot be remedied or is not remedied within a reasonable period after written notice. Termination does not affect accrued rights or payment for Services, materials and properly incurred cost up to the termination date. Additional business rights appear in clause 44.

20. Liability and Insurance

20.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

20.2 Five Willows is responsible for loss or damage that is a reasonably foreseeable result of its breach or failure to use reasonable care and skill. Five Willows is not responsible for loss that was not caused by its breach or resulted from inaccurate information, an undisclosed hazard, a pre-existing defect or failure to follow reasonable aftercare or safety instructions.

20.3 Five Willows maintains public liability insurance and employers' liability insurance where required and appropriate to its activities. Insurance does not expand liability beyond the contract or law. Additional limitations for Business Customers are in clause 45.

21. Events Outside Reasonable Control

21.1 Neither party is responsible for delay or failure caused by an event genuinely outside its reasonable control, including severe weather, flood, fire, utility failure, transport disruption, supplier failure, industrial action, epidemic, government restriction or a comparable event. This does not excuse payment for work properly completed or materials supplied.

21.2 If the event continues long enough to make the remaining work impossible or commercially impracticable, either party may end the affected part of the contract. The account will be adjusted fairly for work completed, materials supplied or committed and sums already paid.

22. Intellectual Property and Documents

22.1 Five Willows retains copyright and other intellectual-property rights in its photographs, quotations, methods, schedules, templates, risk assessments and other documents except for customer material or third-party rights.

22.2 The customer may use a document supplied for the Site and purpose for which it was issued, but may not sell, publish, alter or reuse it for another project in a misleading way without permission. This clause does not prevent a customer keeping or sharing documents where reasonably needed for legal, insurance, property or complaint purposes.

23. General Contract Terms

23.1 If a court finds part of these terms unlawful or unenforceable, the remainder continues so far as legally possible. A delay in enforcing a right does not by itself waive that right.

23.2 No person other than the customer and Five Willows may enforce the contract unless it expressly says otherwise. Five Willows may subcontract ordinary performance while remaining responsible as stated in clause 13. A consumer will not be required to accept a transfer that unfairly reduces their rights.

23.3 Notices may be sent to the postal or electronic contact last supplied. A notice is treated as received when it would ordinarily be available to the recipient, subject to proof of non-delivery and any mandatory legal rule.

24. Complaints Law and Disputes

24.1 A complaint should be sent to hello@fivewillowspropertycare.co.uk or the registered office and should include the customer's name, Site, quotation or invoice reference, the concern and any helpful photographs. Five Willows will investigate reasonably and may request access to inspect.

24.2 The parties should try to resolve a dispute directly before court proceedings where reasonable. This does not prevent urgent relief, debt recovery, a statutory complaint or exercise of a legal right.

24.3 The contract is governed by the law of England and Wales, subject to the additional consumer and business provisions below.

Part B – Service Terms

25. Grounds Maintenance

25.1 Grounds and garden maintenance is affected by season, growth rate, weather, soil, drainage, prior maintenance and access. The appearance achieved on one visit may therefore differ from an earlier visit, a photograph or another Site.

25.2 Routine maintenance includes only the tasks and visit frequency stated in the quotation or schedule. Unless expressly included, it does not cover major levelling, drainage correction, soil replacement, tree surgery, specialist arboriculture, invasive-species treatment, structural landscaping or repair of underlying defects.

25.3 Wet, frozen or waterlogged ground may prevent mowing, scarifying, aerating or machinery work. Five Willows may change the sequence or defer an operation to avoid rutting, compaction, loss of control, damage or an unsafe surface.

25.4 Heavy growth, waste and debris may hide wire, glass, dog waste, holes, services or damage. Five Willows will take reasonable care but may stop and propose a variation if concealed conditions materially change the work.

26. Lawns Turfing Seeding and Planting

26.1 Turf, grass seed, soil and plants are natural products. Colour, texture, density, species mix, growth and appearance vary with supplier batch, season and biological conditions. Reasonable natural variation is not a defect.

26.2 Successful establishment depends on watering, drainage, soil condition, temperature, shade, foot traffic, mowing, animals, pests, disease and aftercare. Unless an aftercare service is included, responsibility for aftercare passes to the customer when the work is handed over and instructions are provided.

26.3 The customer must follow watering, access, first-cut, feeding and use instructions. Failure caused by drought, overwatering, pet fouling or urine, inadequate aftercare, third-party work, extreme weather, pests, disease, underlying contamination or drainage is not a defect in Services performed with reasonable care and skill.

26.4 A new lawn may settle and may need further mowing, feeding, top dressing or overseeding as it establishes. A return visit is chargeable unless it is expressly included, such as a complimentary first cut stated in the quotation, or is required to remedy a failure by Five Willows.

26.5 Where severe pet damage, contaminated soil, compaction or drainage problems are known or suspected, the quotation is based on the treatment and excavation depth agreed. Deeper contamination, rubble, roots or ground defects discovered later may require a variation.

27. Lawn Treatments and Weed Control

27.1 Scarifying, aeration, feeding, top dressing, overseeding, moss control, herbicide and other treatments are affected by weather, growth, product restrictions, soil condition and aftercare. Improvement may be progressive and cannot guarantee a permanently weed-free, moss-free or disease-free lawn.

27.2 Five Willows will select and apply products using reasonable care and in accordance with applicable authorisation and label instructions. The customer must disclose children, pets, ponds, watercourses, edible plants, known sensitivities and other relevant risks before application.

27.3 The customer must follow any re-entry, drying, mowing, watering, grazing, collection or disposal restriction. Temporary marking, odour, colour change or visible dying-back may be a normal consequence of a correctly applied treatment.

27.4 Where treatment is prevented by wind, rain, frost, heat, drought or product restrictions, Five Willows may rearrange the application. A repeat application is chargeable unless included in the treatment plan or needed because Five Willows failed to apply the original treatment with reasonable care and skill.

28. Hedges Vegetation Boundaries and Wildlife

28.1 The customer must confirm ownership, the legal boundary and any permission needed before vegetation is cut, reduced or removed near a boundary, highway, rented property, conservation area or protected tree.

28.2 Five Willows may stop, defer or alter work if it identifies or reasonably suspects active nesting birds, protected species, unsafe decay, hidden wire, an overhead service or another legal or safety restriction.

28.3 Cut heights, widths and reductions are approximate where exact measurement is impracticable. Five Willows will work to the agreed overall result, safe horticultural practice and the natural form and condition of the vegetation.

28.4 Hedge reduction or hard renovation may reveal gaps, dead growth, old cuts, embedded objects or an uneven structure that was not visible beforehand. Regrowth and recovery cannot be guaranteed where condition, species, season or previous treatment makes failure reasonably possible.

29. Stump Grinding and Ground Disturbance

29.1 Stump grinding removes the stump only to the depth and area stated in the quotation. It does not remove the entire root system unless expressly agreed. Roots may decay, settle, sucker or regrow, and connected vegetation may be affected.

29.2 The customer must identify known underground electricity, gas, water, drainage, irrigation, lighting, communication cables and other services. Five Willows may require plans, detection or excavation by another competent contractor before work.

29.3 Unless expressly included, the quotation does not cover removal of all grindings and roots, imported backfill, compaction, turfing, paving repair, drainage repair or correction of later settlement. Hidden metal, concrete, rubble, services or contamination may require a variation or abandonment of the task.

30. Pressure Washing

30.1 The customer must disclose loose pointing, cracked render, unstable slabs, failed paint, damaged seals, previous repair, coatings, water ingress, poor drainage and other known defects. Five Willows may carry out a test area where appropriate, but a test cannot reveal every concealed weakness or guarantee an identical reaction across a weathered surface.

30.2 Cleaning may reveal pre-existing deterioration hidden by dirt, moss, algae or coatings and may dislodge material that was already loose, friable or inadequately bonded. Five Willows is responsible for reasonable care and skill, not the underlying failure of a defective surface.

30.3 Pressure, temperature, nozzle, distance and technique will be selected for the surface and condition. The customer may not require a method that Five Willows reasonably considers unsafe or likely to cause damage.

30.4 Unless quoted, pressure washing does not include stain removal, re-pointing, re-sanding, sealing, painting, drainage repair, gutter repair or replacement of a damaged substrate. Oil, rust, tyre marks, efflorescence, mineral staining, shadowing and deeply absorbed contaminants may not be fully removable.

30.5 The customer must keep doors and windows closed, identify known leaks, move vehicles and movable items, and avoid the controlled area until it is handed back. Five Willows will use reasonable measures to manage splash, runoff and debris but cannot guarantee that all adjacent external surfaces remain completely dry or dust-free.

31. Soft Washing Render and Exterior Treatment

31.1 Soft washing and exterior treatment use product strength, dwell time, application and rinsing selected for the surface and contamination. Some biological staining continues to weather away after treatment, so the final result may develop over days or weeks rather than be immediate.

31.2 No treatment can guarantee permanent prevention of algae, moss, lichen, mould or other organic growth. Return depends on moisture, shade, air quality, surrounding vegetation, surface condition and maintenance.

31.3 The customer must disclose sensitive planting, ponds, water features, animals, ventilation intakes, damaged render, failing coatings and known chemical sensitivity. Five Willows will take reasonable protective measures but may exclude or stop work where safe control is not practicable.

31.4 Colour variation, patching, historic repairs or fading may become more visible after contamination is removed. Cleaning is not a colour-restoration, repainting or render-repair service unless the quotation says so.

32. Re-Sanding Sealers and Coatings

32.1 Re-sanding, sealing, painting or coating is included only where quoted. Application depends on suitable cleaning, dryness, temperature, wind, surface stability and manufacturer conditions and may therefore require a separate visit.

32.2 A sealer or coating may deepen colour, alter sheen, highlight previous repairs or create variation where absorption differs. A small test does not guarantee an identical appearance across the whole surface.

32.3 The customer must keep people, animals, vehicles and movable items away for the stated curing period and follow aftercare instructions. Damage caused by early use, contamination, rain outside reasonable forecasting, rising damp, efflorescence, movement or substrate failure is not a defect in correct application.

33. Artificial Grass Maintenance

33.1 Artificial grass maintenance is limited to the tasks quoted, which may include debris removal, brushing, weed or moss treatment, deodorising and surface cleaning. It does not correct defective installation, poor drainage, subsidence, joint failure, melted fibres, permanent staining or damaged backing unless expressly included.

33.2 The result depends on fibre age and condition, infill, drainage, contamination, pet use, compaction and previous treatment. Five Willows will use reasonable care but cannot restore worn or heat-damaged fibres to an as-new condition.

34. Garden and Grounds Clearance

34.1 A clearance covers only the areas, items and waste streams described in the quotation. The customer must identify items to be retained and must not add material after quotation without agreement.

34.2 Dense growth and stored waste may conceal sharp objects, animal waste, hazardous material, structures, pests, services, unstable ground and damage. Five Willows may stop, isolate the area and revise the method or price if such conditions are discovered.

34.3 Bamboo, invasive plants, deep-rooted weeds and self-seeded vegetation may regrow unless a specific excavation and treatment programme is included. Removal above ground or to an agreed practical depth is not a guarantee of permanent eradication.

35. Domestic and Commercial Cleaning

35.1 Cleaning is performed to the agreed rooms, tasks, priorities and time. The result depends on age, material, condition, wear, previous treatment, staining, clutter, access and the time allowed.

35.2 Five Willows does not guarantee removal of every permanent stain, limescale deposit, odour, mould mark, discolouration, wear mark or defect where removal is not reasonably possible without disproportionate time or risk of damage.

35.3 The customer must secure cash, jewellery, documents, medicines, keys, fragile items and other valuables and identify surfaces or items requiring special treatment. Five Willows will take reasonable care with property left in the working area.

35.4 Sharps, bodily fluids, heavy contamination, pest infestation, illegal substances, hazardous chemicals and specialist biohazard cleaning are excluded unless expressly disclosed, assessed and agreed. Five Willows may stop if an undisclosed risk is found.

35.5 If the customer supplies a product or equipment and asks Five Willows to use it, the customer must provide relevant instructions and safety information. Five Willows may refuse anything reasonably considered unsafe, unsuitable or likely to cause damage.

Part C – Consumer Terms

36. Consumer Service Rights

36.1 Five Willows will perform the Services with reasonable care and skill. Information about the trader or service that the consumer takes into account when deciding to contract may become binding where the law provides.

36.2 If no price is fixed or method of calculation agreed, the consumer pays a reasonable price. If no performance time is fixed or method of fixing it agreed, the Services will be performed within a reasonable time.

36.3 Where the legal conditions are met, the consumer may require repeat performance or an appropriate price reduction. These terms do not remove or reduce any statutory remedy.

37. Cooling Off Rights

37.1 A Consumer Customer who enters a qualifying distance contract or off-premises contract, for example by accepting remotely or contracting at home, will normally have 14 days after the contract is entered into to cancel without giving a reason. Statutory exceptions may apply.

37.2 Five Willows will provide the cancellation information required for a qualifying contract in a clear form and on a durable medium where required. The consumer may cancel using Schedule 1 or any clear statement that identifies the contract and communicates the decision to cancel.

37.3 The cancellation period and consequences are governed by the Consumer Contracts Information Cancellation and Additional Charges Regulations 2013 as amended. If mandatory law gives the consumer more protection, that law applies.

38. Starting During the Cancellation Period

38.1 If the consumer wants Services to start before the 14-day cancellation period has ended, Five Willows will obtain an express request. Schedule 2 may be used for that request and acknowledgement.

38.2 If the consumer cancels after Services have started, the consumer may have to pay a proportionate amount for Services properly supplied up to cancellation, but only where the legal conditions are met.

38.3 The right to cancel a fully performed service may be lost only if the consumer expressly requested early performance and acknowledged before performance that the right would be lost once the service was fully performed, and the other legal conditions are met.

39. Consumer Cancellation and Refunds

39.1 During a statutory cancellation period, the rights and deductions in clauses 37 and 38 apply. After that period, cancellation and rescheduling are governed by clause 17.

39.2 Five Willows will not automatically keep a deposit or impose an excessive charge. An amount retained or charged will reflect a lawful proportionate payment or loss reasonably caused and will take account of cost avoided and work that can reasonably be reallocated.

39.3 A refund required by statutory cancellation will be made within the legally required time and by the required method, subject to any lawful proportionate charge or deduction.

40. Goods Materials and Guarantees

40.1 Materials and goods supplied to a consumer must meet the standards required by law, including being as described and of satisfactory quality where those rules apply. Installation forming part of the contract will be carried out with reasonable care and skill.

40.2 A manufacturer or supplier guarantee is additional to statutory rights. Five Willows will pass on or assist with a transferable guarantee where reasonably available, but does not promise a guarantee that was not included in the quotation or supplied by the manufacturer.

41. Consumer Liability Law and Courts

41.1 The liability exclusions and limits in Part D do not apply to a Consumer Customer. Five Willows does not exclude liability for poor performance where consumer law prevents exclusion.

41.2 Services are supplied for domestic and private use unless the quotation says otherwise. If a consumer uses domestic Services for an undisclosed business purpose, Five Willows is not liable for business loss such as lost profit, revenue, opportunity or interruption to the extent the law allows.

41.3 The contract is governed by the law of England and Wales. A consumer may bring proceedings in the courts available under mandatory law, including the courts of the part of the United Kingdom in which the consumer lives where applicable.

Part D – Business Terms

42. Business Site and Performance Duties

42.1 A Business Customer must provide accurate Site information, known hazards, asbestos information, utilities, traffic controls, inductions, permits, welfare, access, programme dependencies and contractor-management information reasonably required for safe and timely performance.

42.2 Five Willows is entitled to rely on information supplied by or for the Business Customer unless an error is obvious. Delay, abortive attendance, remobilisation or additional work caused by missing or inaccurate information may be charged at the agreed rates or, if none, a reasonable rate.

42.3 The Business Customer must coordinate Five Willows with other contractors and must not require acceleration, out-of-hours work or a changed sequence without written agreement on price, resources, access and safety.

43. Business Payment and Late Payment

43.1 Business invoices are payable on the date stated in the quotation or invoice. If no date is stated, payment is due within 30 days of invoice unless otherwise agreed in writing.

43.2 A Business Customer must pay undisputed sums in full without set-off, counterclaim, deduction or withholding except where required by law. A genuine invoice query must identify the disputed amount and reasons promptly; the undisputed balance remains due.

43.3 For a qualifying late commercial payment, Five Willows may claim statutory interest, fixed compensation and reasonable recovery cost under the Late Payment of Commercial Debts Interest Act 1998 and related legislation, unless the contract validly provides another substantial remedy.

44. Business Cancellation Suspension and Termination

44.1 A Business Customer may cancel booked work subject to clause 17 and any clear project-specific cancellation terms in the quotation. Committed labour, non-cancellable materials, plant, disposal, demobilisation and lost capacity may be recoverable to the extent reasonably caused.

44.2 Five Willows may suspend or terminate immediately by written notice if the Business Customer becomes insolvent, enters an insolvency process, ceases or threatens to cease trading, repeatedly fails to pay undisputed sums or creates a serious safety or legal risk.

44.3 Either party may terminate for material breach under clause 19. Termination does not affect accrued rights, liability for an earlier breach or payment for work, materials and properly incurred cost up to termination.

45. Business Liability Limits

45.1 Nothing in this Part limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

45.2 Subject to clause 45.1, neither party is liable to the other for loss of profit, revenue, anticipated saving, business, contract, goodwill, production, use or opportunity, or for indirect or consequential loss, except to the extent that the relevant loss cannot lawfully be excluded.

45.3 Subject to clause 45.1, Five Willows' total aggregate liability for all other claims arising from a particular contract will not exceed the greater of 100 percent of the charges paid or payable under that contract and ten thousand pounds. For a recurring contract longer than 12 months, charges means those paid or payable in the 12 months before the event giving rise to the claim.

45.4 The parties agree that these limits allocate commercial risk in light of the Contract Price, service scope and insurance availability. They apply only so far as they satisfy any legal requirement of reasonableness.

46. Business Indemnity

46.1 To the extent permitted by law, the Business Customer will reimburse Five Willows for third-party claims, loss and reasonable cost caused by the Business Customer's material breach of clause 42, inaccurate Site information, lack of authority or unlawful instruction, except to the extent caused by Five Willows' negligence or breach.

47. Business Entire Agreement and Purchase Orders

47.1 The contract records the agreement about the Services and supersedes earlier discussion about the same scope, except for a representation expressly incorporated or liability for fraud or fraudulent misrepresentation.

47.2 A purchase order or customer portal may provide an administrative reference, but additional or conflicting customer terms do not apply merely because they appear on or are linked from that order or portal. They apply only if Five Willows expressly accepts them in writing.

47.3 The Business Customer confirms that it has reviewed the scope, price and assumptions and had the opportunity to request clarification before acceptance.

48. Business Law and Jurisdiction

48.1 The contract and any non-contractual dispute arising from it are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction over a dispute with a Business Customer unless the parties agree another forum in writing.