Willow Online Wills Ltd

Terms and Conditions

For use of www.willowwills.com and our Will-writing services  ·  Last updated: 28 July 2026

1. Who we are

1.1 The website www.willowwills.com (the "Website") is owned and operated by Willow Online Wills Ltd ("Willow", "we", "us", "our"), a company registered in England and Wales under company number 17312055, whose registered office is at 40 Read Avenue, Blackpool FY1 4BP.

1.2 You can contact us at info@willowwills.com or by post at the address above. See clause 25 for full contact details.

1.3 Willow is a Will-writing service. We are not a firm of solicitors. Will-writing is not a "reserved legal activity" under the Legal Services Act 2007, which means it is lawful in England and Wales for an unregulated business to provide Will-writing services.

1.4 If your circumstances are complex — for example you own a business, hold assets outside the UK, want to set up a trust, are concerned about a possible dispute over your estate, or want inheritance tax planning advice — Willow may not be the right service for you, and we recommend you take independent advice from a qualified solicitor. Our sister company, Pax Heredum can be contacted for this purpose, or you can find a solicitor through the Law Society's "Find a Solicitor" service.

2. Definitions

In these Terms, the following words have the following meanings:

3. These Terms and how they apply

3.1 These Terms apply to your use of the Website and to every contract between you and us for a Will Plan or Add-on Service.

3.2 By ticking the box to accept these Terms, creating an account, or paying for any Will Plan or Add-on Service, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy.

3.3 We may update these Terms from time to time, in accordance with clause 21. The version in force at the time you place an Order is the version that applies to that Order.

3.4 These Terms are only available in English, and all communications between us will be in English.

4. Who can use our services

4.1 To use our Services, you must:

1. be at least 18 years old;
2. have the mental capacity to make a valid Will (sometimes called "testamentary capacity") — this is a legal test which is your responsibility, not ours, to satisfy. If you have any doubt about your own capacity, or someone else's, you should seek independent legal or medical advice before proceeding;
3. be making a Will governed by the law of England and Wales. Willow is not currently suitable for residents of Scotland or Northern Ireland, or for anyone wishing to make a Will under a law other than that of England and Wales, because succession law differs in those jurisdictions; and
4. be acting for yourself, as a private individual (or, for Mirror Wills, together with your partner), and not on behalf of someone else or in the course of a business.

4.2 It is your responsibility to check that you meet these requirements. We do not independently verify your age, mental capacity, or place of residence.

5. How our service works

5.1 Willow is a self-service, document-generation platform. You answer a series of questions about yourself, your family, and your wishes, and our software uses your answers to populate a Will or other Document from a solicitor-reviewed template.

5.2 "Solicitor-reviewed" describes our underlying templates and standard clauses, which have been reviewed by a solicitor. It does not mean that a solicitor reviews, drafts, or advises on your individual Document, and no solicitor reads your answers or your finished Will.

5.3 We do not give you legal advice. We do not assess whether a Will is the right solution for you, whether the options available on Willow suit your circumstances, or whether any clause achieves what you intend. You are responsible for deciding what to include in your Will and for checking that it reflects your wishes.

5.4 No solicitor-client relationship, and no duty of care beyond that set out in these Terms, is created between you and Willow, its staff, or any solicitor involved in reviewing our templates.

6. Your account

6.1 To use the Website you need to create an account using an email address and password. You are responsible for keeping your login details confidential and for all activity on your account.

6.2 You must give accurate, current, and complete information when creating your account and completing your Will, and keep it updated.

6.3 You can save your answers and return to them at any time before payment, free of charge, on any device.

6.4 You may delete your account at any time from the account menu. Deleting your account permanently removes your saved answers and Documents from our systems and cannot be undone — see our Privacy Policy for more detail.

7. Our plans and add-on services

7.1 We currently offer the Will Plans and Add-on Services set out below. Up-to-date prices are always shown on our Pricing page and are confirmed again before you pay; the table below reflects prices as at the "last updated" date of these Terms.

7.2 The Exclusion Form and Print & Post are described in more detail in clauses 8 and 10. All Add-on Services can be added at checkout or later from your account.

8. The Exclusion Form add-on

8.1 If your Will excludes someone who might otherwise expect to benefit from your estate — for example a child, a former partner, or someone else who has been financially dependent on you — you may purchase an Exclusion Form.

8.2 The Exclusion Form is a separate document, generated from additional information you provide, explaining your reasons for that exclusion. It is similar to what is sometimes called a "letter of wishes" or "statement of reasons".

8.3 The Exclusion Form is not part of your legal Will and does not need to be signed and witnessed in the same way. It is intended to be kept alongside your Will and given to your executors, to help explain your decision if it is ever questioned.

8.4 The Exclusion Form may help your executors explain and support your decision, and may be of some assistance if your Will is ever challenged, for example under the Inheritance (Provision for Family and Dependants) Act 1975. It does not guarantee that a claim against your estate will fail, or that a court will follow your stated wishes — courts retain discretion in these cases regardless of what you have written.

8.5 We generate the Exclusion Form from the information you provide and do not check, verify, or advise on its content. If you are excluding someone who has been financially dependent on you, or you are concerned about a possible legal challenge to your Will, we strongly recommend you take independent legal advice, as this is a situation where our standard process may not be enough on its own.

8.6 The Exclusion Form is digital content for the purposes of the Regulations, and your right to cancel it is set out in clause 12.3.

9. The Professional Review add-on

9.1 A Professional Review is carried out by a member of the Willow team. It is a check of the answers you have entered and the Document you have generated, covering things such as:

1. obvious spelling or typing errors, including in names and addresses;
2. missing or incomplete information in free-text boxes;
3. formatting and layout issues; and
4. other general points that would help your Document read clearly and consistently.

9.2 A Professional Review is guidance only. Our reviewer will point out things for you to consider and, where relevant, suggest what you might want to check or change — but they will not edit, amend, or rewrite your Document, or make changes to your account or answers on your behalf. You remain in control of, and responsible for, your own Document, and it is up to you whether to act on any guidance we give.

9.3 A Professional Review is not legal advice. Our reviewer will not comment on, or advise you about, the legal effect of your Will, whether it achieves what you want, whether it is appropriate for your circumstances, or how you should exercise any choice available on Willow (for example, who to appoint as executor or guardian, or how to divide your estate). Our reviewer is not required to hold a legal qualification.

9.4 A Professional Review does not check for testamentary capacity, undue influence, or fraud, and does not verify your identity or the identity of anyone you name in your Will.

9.5 Purchasing a Professional Review also gives you a further 24 hours from the time the review is completed to edit your answers and re-download your Document, free of charge, after which the standard locking rules in clause 13 apply again.

9.6 A Professional Review is a service for the purposes of the Regulations, and your right to cancel it is set out in clause 12.4.

10. The Print & Post add-on

10.1 If you choose Print & Post, we will print your Will on premium paper, bind it, and post it to the delivery address you provide, so you have a properly formatted paper copy ready to sign.

10.2 Printing your Will through this Service does not make it valid. You must still sign it, and have it witnessed, in accordance with clause 14, before it has any legal effect.

10.3 We aim to dispatch Print & Post orders within 2 working days of your Order (or, if later, of the end of any free-edit window you are using), but this is not guaranteed, and delivery times depend on the postal service used.

10.4 Risk in your printed Will passes to you on delivery to the address you provided. If your delivery address is incorrect, or your Will is lost or damaged in the post, please contact us and we will do what we reasonably can to help — see also clause 17 (limitation of liability).

10.5 If you change your answers after ordering Print & Post — including through a Professional Review or Unlimited Updates — the copy already produced or in production will not automatically reflect those changes. You will need to place a new Print & Post order, at the applicable price, for an updated printed copy.

10.6 The Print & Post Service is a personalised physical product, and your right to cancel it is set out in clause 12.5.

11. Fees and payment

11.1 Current prices for all Will Plans and Add-on Services are shown on our Pricing page and are confirmed again before you pay. Prices are in pounds sterling (GBP).

11.2 Payment is taken in full at the point of Order, using the payment methods offered at checkout. We use a third-party payment provider to process payments; we do not store your full card details ourselves.

11.3 We may change our prices at any time, but a change will not affect an Order you have already paid for.

11.4 The 24-hour free-edit window described in clause 13, and the terms of the Add-on Services described in clauses 8 to 10, apply as described on our Website at the time of your Order.

12. Your right to cancel (14-day cooling-off period)

12.1 Because you buy from us online, you are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations"). These give you the right to cancel most contracts made at a distance within 14 days, for any reason, without having to explain why (the "Cancellation Period"). This clause explains how that right applies to each of our Services — and, importantly, the point at which you lose it.

12.2 Nothing in this clause affects your other legal rights, including your rights under the Consumer Rights Act 2015 if a Will, Document, or Service is faulty, not as described, or not provided with reasonable care and skill.

12.3 Wills and the Exclusion Form — digital content

1. Your Basic Will, Premium Will, Mirror Wills, and Exclusion Form are each "digital content not supplied on a tangible medium" for the purposes of the Regulations — in plain terms, a document we generate and make available for you to download, or that we email to you, rather than a physical item we post.
2. Under regulation 37 of the Regulations, we must not let you download your Document, or send it to you by email, during the 14-day Cancellation Period unless you have both (i) expressly asked us to begin straight away, before the 14 days are up, and (ii) confirmed that you understand that, once we do, you will lose your right to cancel.
3. We collect this express request and acknowledgement at checkout, before you pay, using a checkbox you must actively tick — it is never pre-ticked. If you do not tick this box, we will not make your Document available to you until the 14-day Cancellation Period has ended.
4. If you do tick the box, pay, and then download your Will (or ask us to email it to you), your right to cancel that Order ends immediately, in accordance with regulation 37(2) of the Regulations. This is because, once you can view, save, or print your finished Document, you have received the full benefit of what you paid for — the same position as buying an e-book or downloading software.
5. If you pay but do not download or request your Document, you may still cancel and receive a full refund at any point up until the end of the 14-day Cancellation Period, by contacting us as set out in clause 12.7.
6. We will confirm, in your order confirmation email, that you gave this consent and acknowledgement, as required by the Regulations.

12.4 Professional Review — a service

1. A Professional Review is a "service" for the purposes of the Regulations, not digital content, because it involves work carried out by a member of our team rather than simply making a file available to you.
2. Under regulation 36 of the Regulations, we will not begin your Professional Review during the Cancellation Period unless you expressly ask us to start straight away and confirm you understand you will lose your right to cancel once the review is complete. We collect this the same way, using an active checkbox at checkout.
3. If you ask us to start early and we complete your Professional Review before you cancel, you lose your right to cancel that Order once the review has been fully carried out and the guidance provided to you.
4. If you cancel after we have started but before we have finished, you will owe us a proportionate amount for the work already done, calculated by reference to the price of the full service, and we will refund the balance.
5. If you do not ask us to start early, we will not begin your Professional Review until the 14-day Cancellation Period has ended.

12.5 Print & Post — personalised goods

1. Your printed, bound Will is produced specifically for you, from your own answers and wording, once you place your Order. As a physical product made to your specification and clearly personalised, it falls within the exemption in regulation 28(1)(b) of the Regulations, meaning the standard right to cancel does not apply to the Print & Post Service once we have begun producing it.
2. If you change your mind before we have begun printing, contact us straight away and we will try to stop production and refund you; we cannot guarantee this will always be possible, as printing may begin shortly after your Order.
3. This clause 12.5 covers only the printing, binding, and postage of your Will. It does not affect your separate right to cancel the underlying Will or Exclusion Form Order that the printed copy is based on, which is governed by clause 12.3.

12.6 Unlimited Updates

1. Unlimited Updates (Annual or Lifetime) is a service we begin providing immediately on payment, because it unlocks further editing straight away. By purchasing it, you are asking us to begin immediately, and you acknowledge that your right to cancel that Order ends once you first make use of the unlocked editing after any free-edit window has closed, or once the service has been provided in full (Lifetime).
2. You can stop an Annual subscription renewing at any time from your account; this does not, on its own, entitle you to a refund for a period already paid for once you have used the service as described in (a).

12.7 How to cancel, and what happens next

1. Before you have lost the right described above, you can cancel by telling us clearly — for example by emailing info@willowwills.com with your order reference, or using the model cancellation wording in clause 12.7(b). You do not have to use particular words, but the clearer you are, the faster we can act.
2. Model cancellation notice: "I/We, [name], wish to cancel my/our contract for [product], ordered on [date], order reference [reference]."
3. If you cancel in time, we will refund you within 14 days, using the same payment method you used to pay, unless you agree otherwise with us. We will not charge you a fee for making the refund itself.

12.8 Summary

The table below summarises when the cancellation right is lost for each product. It does not replace clauses 12.3 to 12.6 above, which set out the full position.

13. Editing and locking your Will

13.1 You can change your answers as many times as you like before you pay, at no charge.

13.2 Once you have paid, you have a further 24 hours to make changes and re-download your Document, free of charge.

13.3 After that 24-hour window, your Document is locked. This is so that the version you have downloaded, printed, signed, and had witnessed remains the definitive, up-to-date version, and so we do not create a mismatch between an old signed paper copy and a newer digital version.

13.4 To make changes after the 24-hour window has closed, you can purchase a Professional Review (clause 9) or Unlimited Updates, as described on our Pricing page.

13.5 Every time you change your answers after your Will has been signed, you must re-print, re-sign, and re-witness it — see clause 14.5.

14. Signing and witnessing your Will

14.1 A Will produced through Willow is not legally valid, and has no legal effect, until it has been correctly printed, signed, and witnessed. Generating, paying for, or downloading a Document does not, by itself, create a valid Will.

14.2 To be valid under the Wills Act 1837, your Will must be:

1. in writing;
2. signed by you, or by someone else in your presence and at your direction;
3. signed (or your signature acknowledged) in the presence of two witnesses, both present at the same time; and
4. then signed by each of those two witnesses, in your presence.

14.3 Each witness must be at least 18, must have mental capacity, and must not be a beneficiary under your Will, or married to, or the civil partner of, a beneficiary — if they are, that gift to them may fail. Witnesses do not need to read the contents of your Will.

14.4 We provide signing and witnessing instructions with every Document, but we do not supervise, witness, or verify your signing, and we have no way of knowing whether you have followed these steps correctly.

14.5 If you make any changes to your answers after signing — including through a Professional Review or Unlimited Updates — you must re-print, re-sign, and re-witness your Will. A previously signed version does not update itself, and continuing to rely on an old signed copy after making changes may mean your Will does not reflect your current wishes, or that your changes have no legal effect.

14.6 We are not liable for any loss arising from a Will that has not been correctly signed and witnessed, has not been re-executed after a change, or has been lost, damaged, or destroyed after it left our systems — see clause 17.

15. Accuracy of your information and your responsibilities

15.1 Your Will is only as accurate as the information you give us. You are solely responsible for:

1. checking the spelling of names, addresses, and other details;
2. making sure the people and organisations you name (including executors, guardians, and beneficiaries) are correctly identified, so they can be found after your death;
3. making sure you have not accidentally left something out, or included something you did not intend; and
4. reviewing the whole Document before you download it, and again before you sign it.

15.2 We recommend you review your finished Document carefully — and ask someone you trust to do the same — before you pay and download it.

16. Intellectual property

16.1 The Website, our templates, standard clauses, guidance text, and branding are owned by us or our licensors and are protected by copyright and other intellectual property laws. Nothing in these Terms transfers any of that intellectual property to you.

16.2 You own the content of the personal answers you give us (for example, the names of your beneficiaries and the gifts you choose to leave). We grant you a licence to use, print, sign, and store your finished Document for your own personal purposes.

16.3 You must not copy, resell, sublicense, or redistribute our templates, clauses, or Website content, or use them to build a competing product.

17. Limitation of liability

17.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under English law.

17.2 We provide our Services with reasonable care and skill, in line with the Consumer Rights Act 2015. However, because Willow is a self-service, document-generation platform and not a legal advice service:

1. we are not liable for the suitability of a Will, Document, or clause for your particular circumstances, or for your decision to use Willow instead of taking independent legal advice;
2. we are not liable for errors, omissions, or inaccuracies that result from information you provided, including the spelling of names, addresses, dates, or amounts;
3. we are not liable for a Will failing to achieve your intentions where this results from you following Professional Review guidance incorrectly or partially, or not implementing it at all; and
4. we are not liable for the legal effectiveness of any Exclusion Form or letter of wishes in preventing or defending a claim against your estate, including a claim under the Inheritance (Provision for Family and Dependants) Act 1975 — such claims depend on the facts and on a court's discretion, and no document can guarantee to prevent one.

17.3 Subject to clause 17.1, our total liability to you in connection with any single Order, whether in contract, tort (including negligence), or otherwise, is limited to the amount you paid us for that Order.

17.4 We are not liable for any loss that was not reasonably foreseeable to both you and us at the time you placed your Order, or for any indirect or consequential loss.

17.5 We are not responsible for delays or failures caused by events outside our reasonable control — see clause 22.

18. Data protection and privacy

18.1 We only use your personal data as described in our Privacy Policy, available at www.willowwills.com/privacy.html, which forms part of these Terms.

18.2 Your Will contains sensitive, personal information about you, your family, and the people you name. Please only include information that is genuinely necessary for your Will or Document — for example, avoid putting health information, religious beliefs, or other sensitive details about a third party in free-text boxes unless it is directly relevant to your wishes (such as your own funeral or burial preferences).

18.3 We use reputable third-party providers to host and store your data securely. Further detail on how we store, secure, and retain your data is set out in our Privacy Policy.

19. Complaints

19.1 If you are unhappy with any aspect of our Service, please contact us first at info@willowwills.com so we can try to put things right.

19.2 Because Willow is not a regulated legal services provider, complaints about our Service cannot be taken to the Legal Ombudsman, and we are not covered by the SRA Compensation Fund.

19.3 If we cannot resolve your complaint between us, you may wish to contact Citizens Advice or your local Trading Standards service for general guidance.

20. Suspending or closing your account

20.1 We may suspend or close your account, or refuse an Order, if we reasonably believe you have breached these Terms, provided false information, used the Website fraudulently, or otherwise misused our Services.

20.2 You may close your account at any time, as set out in clause 6.4.

21. Changes to these Terms

21.1 We may update these Terms from time to time — for example, to reflect changes in the law, in our Services, or in how we do business. We will post the updated Terms on the Website with a new "last updated" date.

21.2 Changes will not apply retrospectively to an Order you have already paid for, except where we are required to change something by law.

22. Events outside our control

22.1 We are not liable for any delay or failure to perform our obligations under these Terms caused by events outside our reasonable control, including failures of third-party payment, hosting, or postal providers, or events such as extreme weather or industrial action.

23. General

23.1 If any part of these Terms is found to be unenforceable, the rest will continue to apply.

23.2 These Terms, together with our Privacy Policy, form the entire agreement between you and us in relation to your use of the Website and our Services.

23.3 If we do not immediately act on a breach of these Terms by you, this does not mean we have waived our rights.

23.4 You may not transfer your rights or obligations under these Terms without our consent. We may transfer our rights and obligations — for example, if our business is sold — provided this does not reduce your rights.

23.5 A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of them.

24. Governing law and jurisdiction

24.1 These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes), are governed by the law of England and Wales.

24.2 The courts of England and Wales have jurisdiction over any dispute or claim arising out of or in connection with these Terms. If you are a consumer living elsewhere in the UK, nothing in this clause removes any right you may have to bring proceedings in the courts of the part of the UK in which you live.

25. Contact us

25.1 For any questions about these Terms, please contact us:

• Email: info@willowwills.com
• Post: Willow Online Wills Ltd, 40 Reads Avenue, Blackpool FY1 4BP.
• Website: www.willowwills.com