Terms of Service

These terms are an agreement between you and Fountains Fell Limited, trading as Willow, and they govern your use of our website and services at withwillow.co.uk (the “Service”). Please read them. By creating an account or using the Service, you agree to them.

We have written them as plainly as we can, because the last thing you need right now is dense legal text.

1. Who we are

The Service is provided by Fountains Fell Limited, a company registered in England and Wales (company number 17259959), trading as Willow, whose registered office is at Popes Head Court Offices, Peter Lane, York, YO1 8SU. You can reach us at support@withwillow.co.uk.

In these terms, “we”, “us”, and “Willow” mean Fountains Fell Limited. “You” means the person using the Service.

2. Who can use Willow

You must be at least 18 years old and able to enter into a contract to use the Service. By using it, you confirm that you are. If you are using Willow because someone told you about it — an employer, a financial adviser, a funeral director, or anyone else — these terms still apply directly between you and us, and that other organisation is not a party to your use of the Service.

3. What Willow does

Willow helps families manage the practical affairs of someone who has died. We do this in two ways.

A personalised checklist and dashboard.We give you a guided, phased checklist tailored to your circumstances, the ability to track your progress, and a place to keep your information organised. You can invite other people — family members or an adviser — to collaborate on an estate with you.

A notification service. Where you ask us to, we will contact organisations such as banks, utilities, and government bodies on your behalf to tell them about the death, using documents and authority you provide. This is covered in section 5.

We are continually developing the Service, so features may change, improve, or be withdrawn over time.

4. Important — what Willow is not

This matters, so please read it carefully.

Willow is not a law firm and does not provide legal advice. Our checklist and content are general information to help you understand and organise the process. They are not legal, tax, financial, or professional advice, and should not be relied on as a substitute for advice from a qualified solicitor, accountant, or other professional about your specific situation.

Willow does not administer the estate for you.You — or whoever is the executor or administrator — remain legally responsible for the estate. We help you organise and act; we do not take on the legal duties of a personal representative.

You are responsible for your decisions. The information we provide is to support you, but the decisions about how to deal with the estate are yours.

If anything about the estate is complex, contested, or high-value, please take professional advice.

5. The notification service — acting on your behalf

When you choose to delegate notifications to us, you authorise us to act as your agent— to contact organisations in your name and on your behalf, using the information and documents you provide.

By using this service, you confirm that:

• you have the authority to instruct those organisations about the deceased’s affairs (for example as executor, administrator, or next of kin), and the documents you give us are genuine and accurate;
• you consent to us using your information and uploaded documents (including death certificates and identity documents) for the purpose of making these notifications; and
• you understand that we act on your instructions and not on our own account.

You can withdraw your authority at any time by contacting us, but we cannot reverse notifications already sent. We will use reasonable care in carrying out notifications, but we rely on the accuracy of what you give us, and we are not responsible for how third-party organisations respond or for their own processes, timescales, or decisions.

In the current version of the Service, notifications are prepared and sent manually by our team. We will keep you updated on their status through your dashboard.

6. Your account

You are responsible for keeping your login details secure and for activity that happens under your account. Tell us promptly at support@withwillow.co.uk if you think someone else has accessed it. If you invite others to an estate, you are responsible for who you invite and what they can see, and you confirm you have a proper reason to share the deceased’s information with them.

7. Your information and our Privacy Policy

How we handle your personal data is set out in our Privacy Policy, which forms part of these terms. By using the Service you acknowledge that we will process data as described there. You are responsible for ensuring that the information you give us — about yourself, the deceased, and the organisations to be notified — is accurate, and that you are entitled to share it with us.

8. Acceptable use

Please use Willow only for its intended purpose — managing the affairs of someone who has died. You agree not to use it unlawfully, to upload anything you do not have the right to share, to impersonate anyone, to attempt to access other users’ data, to disrupt or probe the Service’s security, or to copy or resell it. We may suspend or close an account that is misused.

9. Our intellectual property

The Service, including its content, checklists, design, and software, belongs to us or our licensors and is protected by law. We give you permission to use the Service for your own personal, non-commercial purpose of managing an estate. The information and documents you provide remain yours; you give us the permission we need to use them to provide the Service to you.

10. Service availability

We work hard to keep Willow available and reliable, but we provide the Service “as is” and cannot promise it will always be uninterrupted or error-free. We may carry out maintenance, make changes, or suspend the Service where we need to. Nothing in this section affects your legal rights as a consumer.

11. Our responsibility to you

Nothing in these terms limits our liability where the law does not allow it to be limited — including for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

Subject to that, because the Service supports you but does not replace your own responsibility for the estate or professional advice, we are not liable for indirect or consequential losses, for losses arising from decisions you make based on our general information, or for the acts or omissions of third-party organisations you ask us to contact. Our total liability to you in connection with the Service will not exceed any amount you have paid us for the Service.

These terms are written on the basis that the Service is currently provided free of charge. If paid features are introduced, we will update these terms to cover them.

12. Ending these terms

You can stop using Willow and close your account at any time by contacting us. We may suspend or end your access if you breach these terms or misuse the Service, or if we stop providing the Service. When your account is closed, we will handle your data as set out in our Privacy Policy.

13. Changes to these terms

We may update these terms from time to time. If we make material changes, we will update the date above and, where appropriate, let you know through the Service or by email. Continuing to use the Service after a change means you accept the updated terms.

14. General

If any part of these terms is found to be unenforceable, the rest will continue to apply. If we do not enforce a right immediately, that does not mean we have given it up. You may not transfer your rights under these terms to someone else without our agreement.

These terms are governed by the law of England and Wales, and the courts of England and Wales will have jurisdiction, although if you live elsewhere in the UK you may bring proceedings in your local courts.

15. Contact us

For anything to do with these terms, email support@withwillow.co.uk or write to:

Fountains Fell Limited (trading as Willow)
Popes Head Court Offices, Peter Lane, York, YO1 8SU