1. Scope of Services:
1.1. Manage and deliver the scope of work as outlined in the Design Quote/Letter of Agreement.
1.2. Introduce and coordinate with building teams where requested by the client.
1.2.1. Collate and present building team quotes to the client at the first estimate if requested.
1.3. Present one round of full designs in accordance with the agreed brief, with one round of amends included in the fee.
1.3.1. "Amends" are defined as swapping minor details, once, in line with the agreed brief i.e. a fixture or one tile alternative. Unless otherwise agreed in writing, secondary 3D renders are not included and are subject to additional design fees, also to be agreed in writing.
1.3.2. Significant layout or functionality changes constitute a redesign and incur additional fees as outlined in "3. Fees and Payment Terms."
1.3.3. Any changes outside the agreed brief are subject to 'redesign fees' under clause 3. 1.4. Use dimensions supplied by third parties (e.g., architects) without assuming responsibility for inaccuracies. Clients are encouraged to verify critical measurements.
2. Hours of Operation:
2.1. Standard hours are Monday to Friday, 10 AM - 5 PM.
2.2. Zoe Willis Design is contactable via Slack or email between these working hours or on the agreed contractual days. Responses are given on the next business day if contacted outside of these hours.
2.3. Client meetings requested outside of working hours, if available, will be subject to a charge of £550 + VAT per hour, plus travel and parking expenses.
2.3.1 Additional calls or Zoom meetings beyond the four included will be charged at £350 per hour plus VAT.
3. Fees and Payment Terms:
3.1. The consultation fee is payable in full 10 working days before the agreed design meeting to secure the time, unless otherwise advised.
3.1.1. The agreed consultation meeting date may only be moved by the client once at the discretion of ZWD and subject to availability.
3.1.2. The consultation fee is fully non refundable.
3.2. The Design fee:
3.2.1. Unless otherwise agreed in writing: 50% payable at instruction. This is fully non-refundable.
3.2.2. Unless otherwise specified in writing: 50% balance is payable 5 days before the final design concept is presented or before the plans are sent to the client (if no presentation takes place) and before any agreed amends are undertaken.
3.2.3. Additional fees such as project management or other fees separate to the design fee will be invoiced weekly and are payable within 5 working days.
3.2.4. Invoices for items procured for clients and associated procurement fees are payable before items are purchased by Zoe Willis Design, in line with the agreed budget and product selection.
3.2.5. Any additional delivery fees, custom fees, returns fees or supplementary fees relating to product procurement will be invoiced after or separately to product procurement fees, unless previously stated, and are payable within 5 working days.
3.2.6. Any plans/mood boards or other intellectual property remain the property of Zoe Willis Design until final payment has been received.
3.2.7. Additional design time outside of scope to be agreed in writing and charged at £350 + VAT per hour.
3.2.8. Written quotes (including presentations) are valid for 14 days for design or 7 days for building work unless otherwise stated.
3.2.9. The terms and fee structures of written quotes are valid for the period in 3.2.7 and are subject to change after the term has expired, including by price or scope.
3.3. Building terms:
3.3.1. Zoe Willis Design does not have responsibility or liability for any building teams output.
3.3.2. Building teams are responsible for their own liability insurance and supporting documents should be requested where required by the client via the chosen build team.
3.3.3. Clients are not obliged to use ZWD referred building teams and it is the client’s responsibility to ensure they are happy with the chosen build team.
3.3.4. Additional building fees are subject to requirements defined and agreed between the client and the chosen building team.
3.4. Additional project management outside of the agreed scope will be charged at £250 + VAT per hour.
3.5. Redesign fees that occur outside of the agreed brief will be charged at £350+ VAT per hour or a pre-agreed flat fee according to scope.
3.5.1. The standard scope of work includes four one-hour store visits. Any additional store visits will be charged at £550 per hour, plus VAT and travel expenses.
3.5.2. The standard scope of work includes four one-hour site visits to review progress with the builder and/ or client to ensure design alignment. Any additional site visits will be charged at £550 per hour, plus VAT and travel expenses.
3.6. Client shopping days are charged at either a pre-agreed flat fee for multiple locations, or £550 + VAT per hour for a minimum of 2 hours excluding travel and parking expenses.
3.7. Late payment of fees incur 8.75% interest per day.
3.8. Cessation of Work Due to Non-Payment:
If the client fails to make a payment by the due date, ZWD reserves the right to cease all work on the project until the outstanding payment is made in full. This includes halting design work, procurement activities, and any further site visits or consultations. Any delays in the project caused by non-payment will not extend the agreed-upon project timeline, and the client will be responsible for any related costs incurred as a result of the delay.
3.9. Where the project is divided into multiple phases, such as the design of additional rooms, each phase will be treated as a separate scope of work with its own fees and timeline. A separate proposal will be provided for each phase, and payment terms may vary accordingly.
4. Design Process and Deliverables:
4.1. Design Concept Presentation: Zoe Willis Design will deliver a visual representation of the agreed space, which is subject to interpretation. Unless specifically contracted, these visuals are not technical drawings to scale but conceptual illustrations to convey the aesthetic and functional feel of the space.
4.2. Fixtures and Fittings: A minimum of five examples of fixtures and fittings will be provided with each design concept. These are selected based on the aesthetic preferences determined during the design consultations and refresh meetings. These examples are intended to illustrate the design intent and are not exhaustive of all elements required to complete the space. Occasionally ZWD will use model products to illustrate finish and aesthetic and may not be available to purchase.
4.3. Design Discretion: Unless a specific brief is agreed upon for fixture types, the selection of these items is at the discretion of Zoe Willis Design. This selection represents an interpretation of the design vision rather than a definitive list of purchases.
4.4. Item Selection Flexibility: The initial provision of five items may not cover all items necessary for completing the space. Should additional items be necessary, ZWD may suggest more than five to adequately represent the design intent. If the number of items initially suggested is deemed insufficient by the client, further design support and item suggestions can be provided, subject to additional fees as outlined in clauses 3 and 5.1.
5. Product Research and Procurement:
5.1. Product research: is the service of finding suitable items for a client's home that are on- brief, can be accommodated within the space and align with the agreed budget. This is a fee applied around the expertise the time required to find items. eg. While we may show a client 5 items per room we may have had to research 100 items to be able to recommend the best 5. This fee is included in the design fee unless otherwise stated.
5.2. Product procurement: is the service of buying items on a client's behalf. It is a management fee. Eg. The item has been found and the client signs off but requires ZWD purchase the items on their behalf. eg. liaise with the supplier to confirm price, delivery or customs fees and delivery times as well as raising and paying invoices on the client's behalf.
5.3. Procurement and Customisation: If the client requires procurement of items or sourcing of alternatives to those laid out in the initial design, such actions must be confirmed in writing and will follow the terms specified in clauses 5.1 and 3.
5.4. Client Approval: Final sign-off of the design concept by the client indicates approval of the visual representation and the specific items included therein. This sign-off is considered binding and confirms the client's agreement to the design as presented.
5.5. Post-Approval Support: Following client approval, any additional design advice or support required that extends beyond the agreed scope—whether via email, phone, or other communication methods—is subject to further charges as detailed in clause 3.
5.6. The procurement fee will be agreed in writing before work starts and is charged in one of following ways;
20% of the NET RRP +VAT of each item, or
An hourly fee charged at £175 + VAT per hour if handled by the Design Assistant or £350 + VAT per hour if handled by the Design Director, or
A flat fee based on time to complete research and purchasing of an agreed list of items
The procurement fee will be 20% of the total cost of each item, plus VAT, unless a flat fee or hourly rate is mutually agreed in writing prior to procurement.
The procurement fee is activated upon client instruction to purchase the items. If the client changes their mind and does not proceed with purchase, the fee of 20% +VAT remains payable within 5 days of the invoice date.
5.7. The appropriate procurement fee is non refundable should clients wish to return items with ZWD support, all returns are subject to a handling fee of £175 per hour +VAT and any transaction fees and third party deductions.
5.8. The final decision to purchase any items rests with you, the client. Clients engaging in our procurement service are advised to thoroughly review and verify all items before agreeing to the purchase. This includes viewing product details, specifications, and any other relevant information provided during the procurement process. It is essential that clients ensure the selected items meet expectations and requirements on delivery to reduce return handling fees (see point 5.6)
5.9. Once a client has signed off on the procurement list, indicating their approval and confirmation of the selected items, the purchase is considered final. This signifies that the client has carefully reviewed and accepted the chosen items, acknowledging their commitment to the purchase with an informed decision.
5.10. Clients are reminded that following sign-off on the procurement list, changes to the selected items are not possible and decisions are final. This includes, but is not limited to, changes in preference or discovering alternative options.
5.11. We cannot be held responsible for discrepancies or dissatisfaction with the products once received.
5.12. Product quality, condition, and performance are the supplier's responsibility.
5.13. All custom-made products are non-refundable.
5.14. Agreed products will be ordered upon receiving cleared funds from the client.
5.15. It is the client’s responsibility to thoroughly inspect all items upon receipt. Any discrepancies or issues must be reported within 5 days.
5.16. New appliances and the working order of such, are not the responsibility of Zoe Willis Design, and any faults or general maintenance issues must be addressed by the client directly with the supplier or manufacturer.
5.17. If a client wishes to return items, they are required to do so in line with the supplier's returns policy. Items must be returned in their original packaging.
5.18. If any returns or exchanges are required Zoe Willis Design may assist clients in initiating the return process with the supplier subject to an agreed handling fee. The procurement fee is non refundable. Clients will be responsible for packaging and handling the return, any delays or damages are not the liability of Zoe Willis Design.
5.19. Returns and handling fees: Agreed fees for our time and assistance will be in line with point 5.6 and 5.7 and will be deducted from the refund amount credited. Customs and shipping fees will not be credited and returns may be subject to additional fees for (but not limited to) handling, customs and delivery costs.
5.20. The above does not infringe upon the statutory rights of the client. The client retains statutory rights, and this provision is in place to maintain transparency and set expectations regarding the limitations associated with changes after the procurement list sign-off. While we aim to provide a comprehensive service to assist in procurement, the sign-off of the procurement list is a critical step, and subsequent changes may be subject to limitations.
6. Client Obligations:
6.1. To supply agreed fixtures and fittings in a timely manner as required.
6.2. To meet payment deadlines on time.
6.3. To communicate any changes or feedback in a timely manner.
6.4. To request meetings and visits with reasonable notice.
6.5. To remain courteous and professional towards all staff of Zoe Willis Design and sub contractors.
6.6. To observe ZWD working hours and terms of communication as outlined in the Welcome Pack and clause 2 Hours of Operation.
6.7. Unless agreed in writing, by entering into this agreement the client agrees to grant permission to ZWD to photograph the project within 1 month of its completion. The photographs will be used for ZWD business portfolio and may also be used for marketing purposes eg. website, social, print, but will not feature the client’s identity, location or detail high value personal possessions.
7. Intellectual Property Rights:
7.1. Either party may terminate the agreement at any time, by giving written notice to the other. Any deposits paid in advance of work undertaken are non refundable. All work completed to that point will be charged at the full rate agreed in the Scope of Work and/or the rates outlined in point 3. Fees and Payment Terms.
7.2. 50% of the remaining planned work phase will be payable within 10 days of the termination date.
Without prejudice to the generality of the foregoing, we may terminate our engagement immediately in the event of:
7.3. Failure to pay fees by the due dates.
7.4. Breach of client obligations.
8. Confidentiality:
8.1. Both parties agree to keep project details and any disclosed information confidential.
10. Cancellation and Termination:
10.1. Either party may terminate the agreement with written notice. Fees for work completed and materials procured up to the point of cancellation are non-refundable.
10.2. Specific termination conditions, including fee responsibilities, are detailed under clause 7.
11. Liability and Indemnity:
11.1. ZWD limits liability to the services provided directly and is not liable for third-party services or errors.
11.2. Clients agree to indemnify ZWD against all claims arising from third-party services.
12. Dispute Resolution:
12.1. Disputes will first seek resolution through mediation and, if necessary, arbitration under the jurisdiction of England and Wales.
13. Force Majeure:
13.1. Neither party is liable for delays or failures in performance resulting from acts beyond their control.
14. Client Satisfaction and Feedback:
14.1. Regular feedback is encouraged, and formal satisfaction surveys are conducted at project completion.
15. Amendments to Terms:
15.1. Any amendments to these terms require written agreement from both parties.
16. Governing Law and Jurisdiction:
16.1. This agreement is governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of its courts.