Terms & Conditions

Website Terms and Conditions

Please read these terms of use carefully. For the purposes of these terms, “we/our/us” means Willow & Green LTD.

Together with our privacy policy, they govern our relationship with you in relation to this website. If you have any comments or questions about our website terms of use, please contact us at info@willowandgreen.co.uk or write to us at Willow & Green LTD, Holly House, Charing Heath, TN27 0AY.

We may change these terms of use or our privacy policy at any time by updating this page. Please check this page from time to time toreview these terms of use to ensure you are happy with any changes. Using or accessing this website indicates your acceptance of these terms of use. If you do not accept these terms, please do not continue to use this website.

Information about us

Willow & Green LTD is a British company registered in England and Wales at Companies House and the registered number is 12051753 . Our VAT registration number is 327877851. Our registered office is at Holly House, Charing Heath, Kent, TN27 0AY.
You can contact us by email at info@willowandgreen.co.uk or by telephone on 07746821484.
The website to which these terms of use apply and for which we are responsible is www.willowandgreen.co.uk.

Your use of this website and our intellectual property rights

We have made this website available to you for your non-commercial use. We may modify, withdraw or deny your access to this website at any time.

This website and all the materials contained in it are protected by intellectual property rights, including copyright, and either belong to us or are licensed to us to use.

Materials include, but are not limited to, the design, layout, look, appearance, graphics, documents, on the website, as well as other content such as articles, reports, presentations, stories, logos, trademarks (registered or unregistered) and other text.

You may not copy, redistribute, republish, modify or otherwise make the materials on this website available to anyone else without our consent in writing.
You may print or download materials from this website for your non-commercial use or copy the content to other individuals for their personal information provided that:

  • no materials are modified in any way
  • no graphics are used separately from accompanying text
  • our copyright and trademark notices appear in all copies and you acknowledge this website as the source of the material
  • the person to whom you are providing these materials is made aware of these restrictions.
Our liability to you

These terms of use do not exclude our liability (if any) to you for:
– personal injury or death resulting from our negligence
– fraud
– any matter which it would be illegal for us to exclude or to attempt to exclude our liability.

We do not guarantee that this website will be compatible with all or any hardware and software which you may use. We do not guarantee that this website will be available all the time or at any specific time. We reserve the right to withdraw or modify this website at any time.

We are only liable to you for losses which you suffer as a result of a breach of these terms by us. We are not responsible to you for any losses which you may incur which were not a foreseeable consequence of us breaching these terms and conditions, for example if you and we could not have contemplated those losses before or when you access this website. Our liability to you shall not in any circumstances include any business losses that you may incur, including but not limited to lost data, lost profits or business interruption.

Information on this website

While we strive to ensure the information contained on the website is accurate and up to date, we cannot guarantee that inaccuracies will not occur.

If this should happen, we will correct the information as soon as we are aware of it.

To the extent permitted by applicable law, Willow & Green LTD disclaims all representations and warranties, express or implied, that content or information displayed in or on this Website is accurate, complete, up-to-date and/or does not infringe the rights of any third party.


We may link to other websites which are not within our control. We are not responsible for these websites in any way and do not endorse them. It is your responsibility to check the terms and conditions and privacy policy on any other website which you visit.You may not link to this website from another website without our consent in writing Governing Law and Jurisdiction.
This Agreement is governed by English Law and the parties agree to submit to the exclusive jurisdiction of the English Courts in respect of any dispute (including non-contractual dispute) or difference arising under it.

Funeral Service Terms and Conditions


These are the terms and conditions on which we will provide the Willow & Green funeral services.  
Please ensure that you read these terms and conditions before proceeding with the service. By making a payment you agree to be bound by the terms and conditions set out below.

1. Definitions

1.1 When the following words are used in this Agreement, this is what they mean:
“Agreement” means this agreement between us for provision of the Services, incorporating the terms and conditions below;

“Cancellation Period” has the meaning given in the section “Right to Cancel”;
“DWP Funeral Payment” means a registered payment offered by the Department of Work and Pensions intended to help pay for a funeral;

“Fees” means the fees set out in the section “Fees”;

“Services” means the services set out in the section “Services”;

“we” or “us” or “our” means Willow & Green LTD, a British company registered in England and Wales at Companies House and the registered number is 12051753 . Our VAT registration number is 327877851. Our registered office is at Holly House, Charing Heath, Kent, TN27 0AY.

“you/your” means the person who enters into this Agreement by making payment of the Fee.


2.1 By entering into this Agreement you confirm that you:
2.1.1 are over 18 years old;
2.1.2 are authorised to make the funeral arrangements;
2.1.3 will pay the Fees to us as set out in this Agreement.
2.2 By accepting these terms and conditions and subsequently completing the purchase process via our telephone payment service,
you are making an offer to purchase funeral services from us on the terms set out in this Agreement. We are entitled at our absolute discretion to accept or decline this offer.

Our terms

3.1 This Agreement sets out the conditions on which we will arrange and perform the Willow & Green LTD services you have chosen.
3.2 Please be aware that the Willow & Green LTD services set out in this Agreement do not provide for any formal funeral service and it will not be possible for you to view the person who has died. 
3.3 Willow & Green LTD is currently available only where a person has died in Kent as defined by Kent County council.
3.4 If you have chosen the simple funeral package, please be aware that Willow & Green LTD do not offer the services of a minister or officiant or any kind of procession. Transport will be provided for the deceased only, in a W&G ambulance. The cremation will be held at a crematorium of our choice on a date and time of our choice. Nobody will be allowed to witness the committal.
3.5 If you have chosen an attended funeral package or religious funeral, please be aware that Willow & Green LTD do not offer the services of a minister or officiant or any kind of procession. The cremation will be held at a crematorium on a date and time of our choice local to the place of rest, where you will be offered provision of the chapel and the services of a Chapel Attendant. Up to 12 people will be admitted into the crematorium where you will have a short time to play a choice of music, say a few words and witness the committal by the chapel attendant.
3.6 If you have chosen the elaborate funeral service, Willow & Green LTD only acts as an agent. One of our partners firms will contact you to arrange the funeral and their terms and conditions of service will apply.
3.7 Simplicity Cremations is not available where repatriation services are required to transport the person who has died from outside mainland Great Britain.

4. Fees

4.1 The total fee payable to us for the funeral shall be dependent on the package and add-ons you have chosen and inclusive of VAT (the “Fee”)
4.2 In some circumstances you may also have to pay additional fees:
4.2.1 for collecting the deceased outside the hours of 9am to 5pm Monday to Friday or on UK Bank Holidays; and/or
4.2.2 the cost to remove of pacemakers or other medical implants prior to cremation where a charge is made.

5. Services

5.1 The Services provided as part of the Willow & Green LTD are set out in full here.
5.2 Should you have any questions about the Services we provide, please do not hesitate to contact us using the details in the ‘How to contact us’ section below.

6. Payment

6.1 The Fee must be paid in full before we perform any Services. Payment shall be made by debit or credit card over the telephone during the initial instruction and arrangement call.
6.2 If you have made or intend to make an application for a DWP Funeral Payment or any other financial assistance or grant to help you pay for the funeral, it is important to remember that in all circumstances you will still be responsible to us for payment of all of
the Fees.

7. Valuables

7.1 To avoid the risk of loss or damage to the jewellery or valuables of the person who has died, we would advise that you remove such jewellery or valuables before we bring them into our care. If you decide to leave any jewellery or valuables with the person who has died you will be doing so at your own risk.
7.2 You should not assume that we are aware of jewellery or other valuables on the person who has died. Even if we are aware of them we cannot accept responsibility for their safekeeping.

8. Our liability to you

8.1 If we fail to comply with this Agreement, we are responsible for (and only for) loss or damage you suffer that is a foreseeable result of our breach of the Agreement or our negligence.
8.2 Our total liability to you for any breach of this Agreement or negligence relating to this Agreement is limited to a sum equivalent to the total amount payable by you to us under this Agreement.
8.3 We do not exclude or limit in any way our liability for:
8.3.1 death or personal injury caused by our negligence or the negligence of our employees, agents or external suppliers;
8.3.2 fraud or fraudulent misrepresentation; and
8.3.3 any other liability that cannot be limited or excluded by law
8.4 Your statutory rights are not affected by any statement contained in this Agreement. In particular, your rights are not affected by any provision which may have the effect of limiting our liability to you in the event that any service we provide is defective or fails to correspond with the description of the services we have provided. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.

9. How we may use your personal information

9.1 We will use the personal information you provide to us to:

9.1.1 provide you with the Services;
9.1.2 process your payment of the Fees; and
9.1.3 to inform you about our products and services. You can opt out of this at any time in the future.

9.2 Other than as stated above, we will not give your personal data to any other third party unless
9.2.1 we are required to do so by law or regulation; or
9.2.2 you give us your permission to share your information with other third parties

9.3 For further details of how we may use the personal information you provide to us, please read our Privacy Policy.

10. Right to cancel and refund

You have the right to cancel this Agreement for a full refund within fourteen (14) days of payment of the Fee (“Cooling Off Period”).
If you wish to cancel this Agreement, this right can be exercised by notifying us within the Cooling Off Period, using the postal address or email address set out in the “How to contact us” section below.
10.1 You shall be unable to cancel this Agreement for a refund after provision of the Services has commenced, even where we are providing Services during the Cooling Off Period.
10.2 By contacting us (by whatever means, including via the website, email or by telephone) and requesting the Services you give us authority to carry out the Services and you acknowledge and accept that we may begin performing the Services before the end of the Cooling Off Period.

11. How to contact us or make a complaint

11.1 If you wish to contact us for any reason, you can contact our representative(s) using the contact details provided to you following your application for the Services or, if you would prefer, our central Client Liaison Officer. 11.2 We make every effort to excel in the service we provide. However, if you feel we have not met your expectations, please contact our Client Liaison Officer who will acknowledge your complaint within 2 working days and will do their utmost to ensure any complaint is dealt with as quickly and efficiently as possible. Contact details are as follows

Client Liaison Officer,
Holly House
Charing Heath
TN27 0AY


11.3 If you are dissatisfied with the response from us you can take the matter further. Willow & Green LTD , is registered with the National Association of Funeral Directors (NAFD) an independent organisation whose Code of Practice we follow. Contact details are as follows;
Telephone: 0121 711 1343 (Between 9am to 5pm Monday to Friday)
Email: info@nafd.org.uk
11.4 You also have access to an Online Dispute Resolution (ODR) platform which is provided by the European Commission. It allows consumers to submit complaints through the site and the complaint will then be allocated to an approved and appropriate Alternative Dispute Resolution Provider (ADR). For more information on this service please visit http://ec.europa.eu/consumers/odr.
The National Association of Funeral Directors when handling complaints uses one of the approved Alternative Dispute Resolution providers and you can gain direct access to them by using the NAFD contact details provided above.