Terms & Conditions

The Stick Smith (“we”, “us”, “our”) provides the following services:

- Bespoke Installations
- Products made to order
- Public and Private Courses

By booking any one of these services you agree to these Terms & Conditions.

Please read the relevant Terms & Conditions section for the specific service being sought AS WELL AS the general Terms & Conditions section below.

Section 1 - Bespoke Installations (made in-situ) & Large Commissions
Section 2 - Products Made to Order (made in our workshop)
Section 3 - Public & Private Courses
Section 4 - General Terms & Conditions

Bespoke installations are projects designed and installed by us in-situ on-site.
Large Commissions usually consist of multiple products made at our workshop.

We will provide all potential clients with a project proposal which will include the following:

- Project Specification & Scope of Work
- Quote
- Project Commencement & Timelines
- Payment Plan

We will only accept a project and allocate it a timeslot upon receipt of the Booking Deposit/Retainer outlined in the Payment Plan.
The Client agrees to all the provisions of the Project Proposal and these Terms & Conditions by paying the Booking Deposit/Retainer.

We will design your project and provide a project specification and scope of work to acompany the project proposal.

Quotes are based on the Project Specification & Scope of Work and are valid for 30 days unless otherwise stated. Only items explicitly included in the Project Specification and scope of work are included for in the quote.

Any changes to the project specification and scope of work must be agreed and the quote amended accordingly.

Any additions, alterations, or changes requested after agreement may result in additional charges and revised timelines. We will discuss and agree any additional costs before proceeding.

In some instances the Quote is a specified rate and NOT a total amount. This will be made clear in the quote.

We will offer a potential time slot for the project in the Project Proposal. This time slot is not a guarantee, but just an indication of likely project commencement. Time slots will be reserved on a first come first served basis.

We will also provide clients with a project duration or timeline. Timelines are estimates and may be affected by:

- Weather conditions
- Material availability
- Unforeseen site conditions or delays beyond our control

The payment plan will specify the following:

- Booking Deposit/Retainer
- Interim Payments for larger projects (if any)
- Final Payment

A project is not booked in or accepted by us until such time that the deposit/retainer payment has been paid in full. The deposit/retainer amount will be clearly specified in the Project Proposal.

Projects spanning more than one calendar month will require the payment of Interim Payments in line with the agreed payment plan specified in the Project Proposal. Interim payments must be received before the end of each calendar month for which they are due.

Final Payment will be due upon completion of the project and must be paid within 7 days of receipt of the final invoice.

Invoices must be paid by the stated due date.

Until outstanding balances are settled, The Stick Smith reserves the right to:
- Pause ongoing work
- Commence with other work which may delay delivery or installation
- Decline future bookings.
- Take legal action to recover debts.

Booking deposits/Retainers are not generally refundable should a client wish to cancel a Project before work commences on-site

Clients are responsible for:

- maintaining good and prompt communication
- providing accurate information required for the project to proceed
- making timely decisions & approvals regarding changes to the design, project specification or scope of work
- ensuring the site is ready and safe for project commencement in line with allotted time slot
- ensuring access is safely and suitably maintained to allow work to continue in an unimpeeded manor
- making all reasonable efforts to avoid project postponements, delays and pauses
- making all payments in-line with the agreed payment plan

Where delays are caused by a clients failure to meet the Client Responsibilities, The Stick Smith reserves the right to:

- adjust project timelines
- reschedule work according to future availability
- invoice for work already completed and materials purchased
- apply additional charges resulting from delays or remobilisation of work

If a project is paused or communication ceases for more than 30 days without prior agreement, The Stick Smith reserves the right to treat the project as suspended and as such be paid for all work done and materials sourced to date.

If communication ceases for more than 60 days, the project may be considered abandoned. In such cases:

- payments already made are non-refundable
- materials purchased and work completed remain chargeable
- a new booking date may require a new quotation and scheduling fee

Where possible, reasonable efforts will be made to contact the client before a project is considered abandoned.

If a client cancels the project after work has commenced, The Stick Smith reserves the right to charge for:
- Work completed to date
- Materials purchased or committed to
- Time allocated to the project

We carry out all work with reasonable care and skill.

The Stick Smith shall not be liable for delays or failure to perform obligations due to circumstances beyond reasonable control, including:

- illness
- severe weather
- supply chain disruption
- transport issues
- pre-existing site issues
- hidden structural or environmental problems
- delays caused by circumstances beyond our control
- other unforeseen events

Our total liability shall not exceed the value of the relevant contract or order.

Read also Section 4. General Terms & Conditions

Products are bespoke or made-to-order items that are ordered or commissioned and are made entirely at our workshop for delivery or collection

All bespoke or made-to-order products must be paid for in full at the time of ordering

For made-to-order products we generally aim to make an order within a standard lead-time of 12 weeks of the order being received. If the lead time will be longer than 12 weeks we will agree an extended lead-time with the customer. If the extended lead-time is not to to the satisfaction of the customer they may request a refund. If the order is very time sensitive the customer should discuss the lead-time with us before ordering. If at all possible we will endeavour to complete your order sooner than our standard 12 week lead-time. Willow Coffins typically have a lead-time of 2 weeks.

Due to the bespoke nature of our products, orders are non-refundable once production has begun.
If materials have been specially sourced prior to cancellation but production has not begun only a partial refund may be made.
If we do not or can not fulfill your order within the standard or agreed lead-time you are entitled to request a refund.

We reserve the right to withhold delivery until payment for such delivery has been received in full.
If payment for delivery is not received within 28 days of being requested we will attempt to contact the customer again. If the customer still fails to pay for delivery within the additional 14 days we reserve the right to dispose or re-sell the item(s).

The customer will be notified when the goods are ready for collection and upon such notice the customer has 28 days to collect the item(s). If we do not hear from the customer during this initial 28 days we will attempt to contact the customer again. If the customer still fails to contact us and arrange collection within the additional 14 days we reserve the right to dispose or re-sell the item(s). Should the customer contact us to arrange collection at more than 28 days from being notified of goods being ready for collection, we reserve the right to charge a storage fee for item(s).

Read also Section 4. General Terms & Conditions

Public Courses refer to pre-determined course dates promoted on our website for the purpose of individual members of the public being able to book a place for themselves.

Private Courses refer to a private booking made by an individual, business or organisation on behalf of themselves or a group of people to be held on a date and location arranged with The Stick Smith beforehand.

Full payment is required for a Participant to secure a place on a course.

In the event that the Participant wants to cancel their place on a course they are entitled to either a refund, transfer, or Course Gift Voucher as follows:

- more than 4 weeks notice from the start date of the course - 100% refund of the price paid at booking, or a transfer to another available course, or receive a Course Gift Voucher to the same value paid at booking;

- between 2 and 4 weeks notice from the start date of the course - 50% refund, or the option to transfer to another available course, or receive a Course Gift Voucher to the same value paid at booking;

- between 48 hours and 2 weeks notice before the course start date & time - a Course Gift Voucher to the same value paid at booking;

- less than 48 hours notice or no-show on the day of the course the Participant will not be eligible for any refund, transfer or course gift voucher at all

If The Stick Smith cancels a course, participants will receive a full refund, or the option to transfer to a future course or receive a Course Gift Voucher to the same value paid at booking.

If the Participant transfers to another course of a higher price than their original booking, the difference will be payable by the Participant before they are deemed as being booked on that course. If the Participant transfers to another course of a lower price, the difference will be issued by The Stick Smith as a Course Gift Voucher.

Course Gift Vouchers are non-refundable.
They ARE transferable to another person.
They are valid for 3 years from the date of issue.

If a Course Gift Voucher is redeemed to secure a place on a course costing less than the value of Course Gift Voucher, the Participant is entitled to another gift voucher equal in value to the difference, which will again be valid for 3 years from the new date of issue.

If the Course Gift Voucher is redeemed to secure a place on a course costing more than the Course Gift Voucher value, the difference will be payable by the participant before they are deemed as being booked on that course.

Subject to Terms & Conditions as expressed in the booking correspondence.

Read also Section 4. General Terms & Conditions

All products and installations are handmade using natural materials. Variations in colour, texture, shape, size, and finish form part of the character of handcrafted willow work and are not considered defects.

As willow is a natural material, products and installations may change over time due to weather, moisture, drying, movement, or natural ageing. Photographs and sketches are representative and may not exactly match the finished work.

We guarantee workmanship for a period of 28 days following project completion or upon receipt of your product. Any appreciable defects or errors must be notified in writing within this one month period.

This gaurantee does not cover:

- natural defects and/or variations in natural materials
- slight distortions, assymetry or marginal size discrepancies
- natural wear and weathering
- environmental effects
- damage caused by misuse, neglect, or modification by others

Defects or errors must be reported in writing to The Stick Smith within 28 days of the project completion or receipt of the product. Upon receipt of such a report, if it can be shown that the defect or error is significant and valid then and is the responsibility of The Stick Smith then we will endeavour to make good the defect or error or replace the faulty product.

Items made on courses have no gaurantee of any kind.

The Stick Smith reserves the right to photograph the making process, completed work and projects made during courses, and use images for:

- portfolio purposes
- website content
- social media
- marketing materials

Where people express a wish to not be personally photographed, no photos shall be used or shared publically which possess their image.

Where work is completed on private residential property, reasonable care will be taken to avoid identifying personal details.

Should a client seek to refuse permission for photographs of finished projects to be used in this way, an additional fee may be incurred to reflect the fact that the creative crafts rely on such publicity in order to further their business.

All designs, images, teaching materials, and course content remain the intellectual property of The Stick Smith and may not be copied, reproduced, or distributed without written permission.

Ownership of products, installations, and commissioned work remains with The Stick Smith until payment has been received in full.

These Terms and Conditions are governed by the laws of England and Wales.

For any queries please contact:
Dave Jackson dave@thesticksmith.co.uk