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Urban Plot – Terms and Conditions

Garden Design Services (Part A) & Plant Ordering Service (Part B)

 

1. Introduction

These Terms and Conditions (“Terms”) apply to all garden design services (“Services”) provided by Urban Plot, a trading name of Wilma Group Ltd (“we”, “us”, or “our”), to the client (“you” or “your”). By engaging our services, you agree to be bound by these Terms. Please read them carefully and contact us with any questions before proceeding.

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Part A - Urban Plot Garden Design Services Terms & Conditions

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2. Services Provided

Urban Plot, a trading name of Wilma Group Ltd, provides garden design services structured into three design packages:

• Border Planting Design Package: includes a planting plan for a single garden border, specifying plant species and layout recommendations based on information provided by the client.

• Layout Design Package: includes a design layout for the overall garden, indicating zones for intended uses (e.g., seating, planting, pathways) and suggested placements for features such as patios, lawns, and planting beds.

• Complete Garden Design Package: includes both the planting plan and layout design as described above, combined into one service.

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2.1 Each design package covers a garden up to a specific maximum size:

• The Border Planting Design Package applies to a single planting area up to 20 square metres.

• The Layout Design Package covers gardens up to 200 square metres in total.

• The Complete Garden Design Package combines both services for gardens up to 200 square metres.

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Larger gardens may be accommodated by request and will be subject to custom pricing. Urban Plot reserves the right to decline projects that exceed the stated maximum sizes under the standard packages, or to offer an adjusted fee proposal before proceeding.

 

2.2 Urban Plot reserves the right to decline any project at its sole discretion and without obligation to provide a reason. This includes, but is not limited to, projects that fall outside the scope of our design services, exceed available capacity, or do not align with our design approach or business values.

 

3. Design Process & Deliverables

3.1 The design process commences once the client has submitted a completed design brief along with all required supporting information.

3.2 Urban Plot will confirm an estimated delivery timeframe upon receipt of the full brief. While typical delivery for most packages falls within 7–10 working days, all timeframes are indicative only.

3.3 Deliverables will be provided in digital format only and may include:

• 2D layout drawings;

• Planting plans with plant selections and layout guidance;

• Supporting documents.

3.4 One round of design amendments is included and must relate to the original brief. Revisions beyond the original scope may incur additional charges.

3.5 If delivery is expected to exceed the estimated timeframe, Urban Plot will notify the client as soon as practicable.

3.6 The client must review and respond to the design concepts within three (3) months of receipt. If no feedback is received, the service will be considered complete and Urban Plot will be under no further obligation to deliver final plans or continue work on the project. Any further input may be treated as a new project and subject to additional fees.

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4. Use of Plans & Site Verification

4.1 The drawings and documents provided by Urban Plot are conceptual in nature and are not intended to serve as construction drawings.

4.2 All dimensions, levels, and features shown in the design materials must be checked on site prior to implementation.

4.3 The feasibility of proposed plant positions and garden features is subject to the presence of any hidden or underground services.

4.4 Final decisions regarding materials, levels, drainage, and construction methods are the responsibility of the client or their contractor.

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5. Client Responsibilities

5.1 The client is responsible for providing accurate and complete information for the design process.

5.2 Urban Plot is not liable for inaccuracies resulting from incorrect, incomplete, or outdated information provided by the client.

5.3 The client must verify all site conditions and dimensions prior to implementation.

5.4 Feedback must be communicated within the timelines outlined in Section 3.

5.5 The client remains solely responsible for any third-party contractors they engage.

5.6 Urban Plot accepts no responsibility for the health, survival, or performance of plants specified in any planting plan.

 

6. Fees & Payment Terms

6.1 Fees are communicated at the point of purchase and may be updated at any time.

6.2 Invoices are payable immediately upon issue. No work or product orders will commence until payment is received.

6.3 Payments are made via specified methods and include VAT where applicable.

6.4 Urban Plot reserves the right to suspend services in the event of non-payment.

6.5 Fees are non-refundable once work has commenced. Partial refunds may be considered at Urban Plot’s discretion.

6.6 Additional work outside the package scope may be subject to further fees.

 

7. Cancellations & Refunds

7.1 The client may request cancellation before submitting all required information. Approval and refund (if any) are at Urban Plot’s discretion.

7.2 Once full scope details have been submitted, the service becomes non-refundable, except where the 100% Money Back Guarantee in Section 7A applies.

7.3 Refunds will not be issued after design work has commenced unless otherwise specified under Section 7A.

7.4 Urban Plot may cancel for non-compliance or lack of communication. No refund is due for work completed.

7.5 Refunds (if approved) are issued within 14 calendar days.

 

7A. 100% Money Back Guarantee (Complete Package Only)

7A.1 Clients who purchase the Complete Garden Design Package are eligible for a 100% money back guarantee, subject to the following conditions.

7A.2 The guarantee applies only after the initial concept design has been delivered and before any revisions have been requested or final plans delivered. If the client provides feedback, requests revisions, or asks for final deliverables, the guarantee is void.

7A.3 To activate the guarantee, the client must notify Urban Plot in writing within three (3) calendar days of receiving the initial concept design, stating that they are dissatisfied and wish to receive a refund. No justification or explanation is required beyond this statement.

7A.4 Upon receipt of a valid request under this guarantee, Urban Plot will process a full refund within two (2) working days. Funds will be returned to the original payment method and should appear in the client’s account within five (5) to ten (10) working days, subject to payment provider processing times.

7A.5 This guarantee is available only for the Complete Garden Design Package. Other packages are not eligible.

7A.6 The guarantee does not affect the client’s statutory rights.

 

8. Limitation of Liability

8.1 Urban Plot is not responsible for implementation of any design.

8.2 Urban Plot accepts no liability for plant performance or site-related issues not disclosed.

8.3 Recommendations are based solely on client-supplied information.

8.4 Urban Plot shall not be liable for any consequential loss.

8.5 The client is responsible for compliance with all legal and safety standards.

8.6 Liability is limited to the total amount paid for the service.

 

9. Changes & Revisions

9.1 Each package includes one round of revisions aligned with the original brief.

9.2 Significant changes or new requirements may incur additional charges.

9.3 Revisions must be submitted in writing and reviewed for scope.

9.4 Additional work may be quoted separately.

9.5 Urban Plot is not obligated to carry out further revisions beyond the included allowance.

 

10. Site Conditions & Accuracy

10.1 Designs are based on client-provided site data.

10.2 The client is responsible for verifying all site conditions.

10.3 Plant placements and layouts must be reviewed on site.

10.4 Urban Plot is not liable for structural or site constraints.

10.5 A professional survey should be used where accurate implementation is required.

10.6 The design documents are not construction drawings. All information must be verified on site and used with supporting documentation. Materials, levels, and construction are to be finalised by the client or contractor.

 

11. Third-Party Contractors

11.1 Urban Plot does not carry out construction or planting.

11.2 Contractor recommendations are non-binding.

11.3 The client is responsible for managing all contractors.

11.4 Contractors must comply with relevant regulations.

11.5 Urban Plot may work with subcontractors to prepare design materials. The client’s agreement remains solely with Urban Plot.

 

12. Intellectual Property & Usage Rights

12.1 All materials remain the intellectual property of Wilma Group Ltd.

12.2 Clients are granted a non-exclusive licence for personal use at the specified site only.

12.3 Clients may not resell or distribute the materials.

12.4 Urban Plot may reuse concepts and layouts.

12.5 Urban Plot may publish design work for marketing and editorial use. Client names will not be used, but general location (city/town/village) may be referenced.

 

13. Termination

13.1 Either party may terminate in writing, subject to Section 7.

13.2 Urban Plot may terminate for non-compliance or unprofessional behaviour.

13.3 Urban Plot retains all fees for work completed at the time of termination.

13.4 Partial refunds (if any) will be at Urban Plot’s discretion.

13.5 Termination does not affect previously accrued rights or obligations.

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Part B - Urban Plot Plant Ordering Terms & Conditions
 

14. Introduction
Welcome to Urban Plot’s plant ordering service. These Terms and Conditions (“Terms”) govern all plant orders placed with Urban Plot (Wilma Group Ltd, Company No. 13111262). By placing an order with us, you agree to these Terms. If you have any questions about your order or these Terms, please contact us at hello@urbanplot.co.uk. These Terms are written in plain language to be easy to read while still legally protecting both you and us.

 

15. Placing Your Order
15.1 Eligibility & Area: We currently ship orders within the United Kingdom only. Our delivery area includes mainland UK (England, Wales and parts of Scotland), and excludes offshore locations (e.g. Northern Ireland, Channel Islands, Isle of Man, Scottish Isles) . We cannot accept orders for delivery outside of our UK service area.
15.2 Minimum Order Value: We require a minimum order total of £295 for any plant order . Orders below £295 cannot be processed.
15.3 Order Process & Acceptance: Orders are placed online via our website. Once you submit an order and payment, we will send a confirmation (typically by email) acknowledging receipt. An order is deemed accepted (and a binding contract formed) when we have reviewed your order and begun processing it. We reserve the right to decline or cancel an order at our discretion (for example, if items are unavailable, if you are outside our delivery area, or if payment cannot be authorized) . If we must cancel your order, we will notify you and issue a full refund promptly.
15.4 Payment: Payment in full is required at the time of ordering (all orders are paid up front) . We accept the payment methods indicated at checkout (e.g. credit/debit cards). All prices on our site include all necessary taxes (VAT) and standard delivery charges – there are no hidden fees. Your card or payment account will be charged when the order is placed. If we are unable to collect payment or if payment is later reversed, we may cancel the order and/or suspend delivery .

 

16. Product Availability & Information
16.1 Sourcing from Growers: Urban Plot sources plants from a large network of independent growers rather than maintaining our own stock. This means availability of specific plants can vary. Availability is not guaranteed until about five (5) days before dispatch of your order. We make every effort to fulfill all items in your order, but if a plant you ordered turns out to be unavailable or does not meet our quality standards when we receive it at our distribution centre, that item will be removed from your order and refunded in full . We will inform you of any such changes to your order as soon as possible. On rare occasions we may suggest a substitute for an unavailable plant – if a close alternative is available, we will let you know and you can decide whether to accept the substitute or not . If you choose not to accept any suggested alternative, we will refund you for the missing item before shipping the rest of your order .
16.2 Plant Descriptions and Variations: We strive to provide accurate descriptions and photographs of plants on our website. However, please understand that live plants will naturally vary in size, shape, and color from the examples shown online . Seasonal changes or growth stages may make your plants look a bit different from pictures (for example, deciduous plants may be without leaves in winter).

16.3 All images and descriptions are for guidance only, and slight variations are normal and not considered defects . We guarantee that the plants we send will match the species/variety you ordered (or we will notify you of any substitution as noted above).
16.4 Unlabelled Plants: Some plants may arrive without labels or name tags. If any plant in your delivery isn’t labeled and you’re unsure which it is, feel free to send us a photo at hello@urbanplot.co.uk – we’ll be happy to help identify it for you .

 

17. Delivery
17.1 Lead Time: After you place your order and payment is received, we will begin sourcing your plants. We aim to deliver within 21 days of your order date . Actual delivery times can vary depending on growers’ schedules and seasonal factors, but most orders are fulfilled within this timeframe. Please note: delivery times are targets, not guarantees, as delays can occur due to circumstances beyond our control (weather, supplier delays, etc.) . If we anticipate a significant delay, we will inform you and work to adjust the delivery date accordingly.
17.2 Scheduling Delivery Date: We will contact you within approximately 5 working days of your order to arrange a specific delivery date . Our team will propose the earliest available delivery date once we have coordinated logistics with the growers and courier. You can confirm if that date works for you or request a later date that suits your schedule. If you have not heard from us within 5 working days (excluding weekends and bank holidays) of placing your order, please reach out to us at hello@urbanplot.co.uk so we can schedule your delivery .
17.3 Delivery Method: All plant orders are delivered by courier via pallet delivery. Deliveries are made on weekdays (Monday to Friday, excluding public holidays), usually between 8:00 am and 5:30 pm . Unfortunately, our couriers cannot guarantee specific delivery time slots or exact times of day . Please plan for the delivery to arrive at any time during the day. If you won’t be home, you may arrange for someone else to receive the delivery on your behalf or notify us in advance with special instructions. (For example, you might designate a safe place or a neighbor to accept the pallet, though this is at your own risk.)
17.4 Pallet Delivery Details: Your plants will be shipped on a pallet due to their bulk and to ensure they arrive safely. The courier will unload the pallet and use a pallet truck to move it to the nearest accessible point on your property (typically the front garden, driveway, or curbside). It is your responsibility to ensure that access to your property is sufficient – the path or opening should be at least 120 cm wide and step-free to allow a pallet truck to pass . If these access conditions are not met (e.g. narrow gates, steps, steep gravel driveways), the courier will leave the pallet at the kerbside (the edge of your property) . Pallet disposal: Please be aware that pallets are considered part of the delivery packaging and are non-returnable . The courier cannot take the pallet away, so it will be left with you. It is your responsibility to dispose of or reuse the pallet after delivery . (Many customers choose to keep pallets for gardening projects or recycle them.)
17.5 Customer Responsibilities: It is important that you (or someone on your behalf) are available to receive the delivery on the agreed date. Once a delivery date is confirmed, please mark your calendar. If for any reason the agreed date becomes inconvenient, notify us as early as possible. We will do our best to reschedule if we have sufficient advance notice. However, if you request a change of the delivery date within 5 working days of the scheduled date, we may not be able to accommodate it . This is because your plants are typically collected from growers and loaded for delivery up to 5 days before the delivery date . Last-minute changes could result in a failed delivery. Failed deliveries: If no one is present to accept the delivery on the agreed date and we were not informed in time, the delivery may fail. In such case, the plants might need to be returned to the depot and re-delivered later, and the courier may charge us for the additional attempt. We reserve the right to pass on any redelivery fee in these situations . We will contact you to arrange a new delivery date if a delivery fails.
17.6 Once delivery has been made as arranged, the order is considered fulfilled. Risk and ownership of the plants transfer to you upon delivery to your address (or upon attempted delivery on the agreed date, if you fail to take delivery) . This means that from the time the plants are delivered, you are responsible for their care and we cannot be liable for any loss, damage, or deterioration of the plants after that point . Please inspect the plants upon arrival and handle them with care (e.g. unpack them promptly and give them water if needed). You will only officially own (have title to) the goods once they have been delivered and we have received full payment for them (in most cases, payment is already received in advance).

 

18.Returns, Refunds & Cancellations
18.1 No Returns or Exchanges: Because plants are perishable, live products, we do not accept returns of unwanted plants, and we cannot offer exchanges or replacements of plants in your order. Please be sure of your selections before confirming your order. (This policy does not affect your rights in cases of damaged or faulty items – see below.) Once plants have been delivered to you, we are unable to take them back or swap them out. We appreciate your understanding that returning live plants is generally not feasible.
18.2 Order Cancellations: If you change your mind after placing an order, please contact us as soon as possible. We will try to accommodate order cancellations or modifications before the plants have been collected from our growers. However, if we have already started processing your order with our network (especially if within a few days of the scheduled delivery), a cancellation may not be possible. We handle cancellation requests on a case-by-case basis. If we must refuse a last-minute cancellation because the plants are already in transit or prepared, we will let you know. (Nothing in these Terms reduces your statutory rights – for example, your right to cancel may not apply to perishable goods like live plants, but we will abide by any applicable consumer protection laws.)
18.3 Refunds for Damaged/Unsuitable Plants: We guarantee that the plants we send out will arrive in healthy, live condition. In the unlikely event that any plant in your order arrives damaged, diseased, or in poor health, please notify us right away. Contact us at hello@urbanplot.co.uk within 5 days of receiving the plant and include a photograph clearly showing the issue . We may ask for additional details about the problem. Once we verify that the plant was indeed delivered in an unsatisfactory condition, we will issue you a refund for that item (covering the price you paid for the plant). We typically do not send replacement plants for those that arrive damaged; a refund will be provided instead, as we cannot guarantee an identical replacement in a timely manner. You generally do not need to return the unhealthy plant to us – please do not ship any plants back without our instruction. (Often, returning a damaged plant is not necessary, and we will work with photos to resolve the issue.)
18.4 Please inspect your delivery upon arrival and let us know promptly if anything is wrong. If we do not hear from you within 5 days, we will assume the order was delivered in good condition.
18.5 Limitations: We cannot offer refunds or guarantees for plants that fail to thrive after they have arrived in healthy condition, if the failure is due to factors outside our control. Once you’ve received your plants in good order, their continued health depends on proper planting, care, watering, and suitable weather. We cannot accept responsibility for plants that fail to grow or live long-term due to extreme weather, improper care (over or under-watering, unsuitable soil, etc.), pest or disease issues in your garden, or other conditions beyond our control . In other words, we do not provide an extended plant guarantee after delivery. We do, however, stand by the quality at dispatch and will of course refund items that arrive not as described or in poor initial condition. This policy does not affect any statutory warranties you may have under law for faulty products.
18.6 Incorrect Items: In the rare case you receive a plant that is not what you ordered (for example, a different variety was sent by mistake), please inform us within 5 days. We will arrange an appropriate remedy, which may be a refund of that item’s price or (if feasible) sourcing the correct plant for you. Because we do not process exchanges in the traditional sense, any resolution would typically involve a refund and a separate new order if you still want the correct plant.
18.7 Refund Process: Approved refunds will be issued to the original payment method used for the order. Once we confirm a refund, please allow a few business days for the credit to appear, as processing times can vary by bank. We will notify you via email when a refund has been processed.

 

(Note: As an online retailer, we follow the UK Consumer Contracts Regulations. However, live plants may be considered perishable or time-sensitive goods. Therefore, the usual 14-day “cooling off” cancellation right can be limited for plant purchases. We believe our no-returns policy for healthy plants is justified under these rules, but we will always work with our customers fairly and lawfully in case of any issues.) 

 

19. Liability Limitation
19.1 We sincerely hope you will be delighted with your plants and our service. However, if something goes wrong, Urban Plot’s total liability is limited to the value of the products you purchased from us . In other words, the maximum compensation we would owe you for any claim related to your order is the total amount you paid for that order. We are not liable for any indirect, incidental, or consequential losses or damages (for example, we are not responsible for any loss of enjoyment, loss of business, or costs of gardeners/landscapers you hired, etc., arising from any delay or issue with your plant order).
19.2 If you do have a valid issue with the quality or condition of a plant (as described in the Refunds section above), our responsibility is to provide a refund for that item (since we cannot practically replace it in kind) . These Terms do not limit or exclude any liability on our part that cannot be excluded by law, such as liability for personal injury caused by our negligence, or any statutory consumer rights. Nothing in these Terms affects your statutory rights as a consumer.

 

20. Governing Law
These Terms and any contracts for purchase of plants from Urban Plot are governed by English law. If any disputes arise in relation to your order or these Terms, we agree that such disputes will be resolved under the exclusive jurisdiction of the courts of England and Wales . (If you reside in Scotland or Northern Ireland, you may also bring legal proceedings in your local courts.)

 

21. Contact Us
We’re here to help and ensure you have a great experience greening your space with Urban Plot. If you have any questions, concerns, or need assistance regarding your order or these Terms, please contact our support team:
Email: hello@urbanplot.co.uk

Mail: Urban Plot, Wilma Group Ltd, London, UK (Attn: Customer Service)

Please allow us up to 2 working days to respond to email inquiries, though we usually respond much sooner. For more information about our services, you can also visit the FAQ and delivery information on our website.
Thank you for choosing Urban Plot for your garden plants. We appreciate your business and hope to serve you again in the future!