Terms & Conditions

Willingness Malta Version 2.0 — 5 August 2026

These Terms & Conditions govern your use of willingness.com.mt and any purchase you make through it. Please read them alongside our Returns, Refunds & Cancellations Policy, our Privacy Policy, and our Disclaimer.

1. Who we are

  • Name: Willingness Malta
  • Registration number: P1900
  • VAT number: MT26805030
  • Registered address: Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta
  • Orders, returns and general enquiries: [email protected]
  • Data protection enquiries: [email protected]
  • Phone: +356 79291817
  • Business hours: Monday to Friday, 08:30 to 20:30; Saturday, 08:30 to 16:00

2. Acceptance of these terms

By using this website or placing an order through it, you agree to be bound by these Terms & Conditions. If you do not agree with any part of them, please do not use the website or place an order.

Our online store runs on WooCommerce. Orders are placed and confirmed through our checkout, and confirmations are sent by email.

3. What we sell

Willingness sells both services and goods through this website. Different rules apply to each, so it matters which one you are buying.

3.1 Services

  • Clinical and therapy appointments, intake meetings and support sessions, delivered in person or online
  • Medical consultations, health checks, screenings and laboratory tests
  • Camp Willingness programmes and other children’s programmes
  • Workshops, training, courses and professional development
  • Room hire at the Willingness Hub and Clinic

3.2 Goods

  • Books and therapeutic materials
  • Soft toys, t-shirts, caps and other merchandise
  • Games and activity packs
  • Health-related products, including self-test kits and food supplements

3.3 Health products and self-test kits

Self-test kits and food supplements are sold for personal use and must be used strictly in line with the manufacturer’s instructions supplied with the product. A self-test result is not a diagnosis. If a test gives a positive, unclear or unexpected result, or if you have any concern about your health, contact us or a qualified healthcare professional. Food supplements are not medicines, are not intended to prevent, treat or cure any condition, and should not replace a varied diet. These products are not suitable for anyone under 18 unless the product labelling says otherwise.

3.4 Product information and availability

  • We make every effort to describe products and services accurately, but descriptions, images and specifications are provided for guidance and may not be complete or error free.
  • All goods sold are new. Colours may vary slightly between screens and the physical item.
  • All products and services are subject to availability, and we may discontinue any of them at any time.
  • If something becomes unavailable after you have ordered it, we will contact you promptly and offer a full refund.

4. Prices and payment

4.1 Prices

  • All prices are shown in Euro (EUR) and are the final price you pay. Where VAT applies, it is already included in the price shown.
  • Many of our health and clinical services are exempt from VAT under Maltese law.
  • Delivery charges, where they apply, are shown separately at checkout before you commit to the order.
  • Prices may change at any time, but a change never affects an order that has already been confirmed.

4.2 Payment methods

  • Credit and debit cards (Visa, Mastercard)
  • Revolut Pay
  • Google Pay
  • Apple Pay
  • Cash, for collection orders only

4.3 Payment processing

  • Card payments are processed by Revolut Merchant. We never see or store your full card details.
  • Payment must be received before goods are dispatched or made available for collection, and before a service is delivered unless we have agreed otherwise with you in writing.
  • We may decline a payment or an order where we reasonably suspect fraud or an error in pricing or availability.

5. Ordering

  • Orders are placed through our checkout, and you will receive a confirmation email once your order is submitted.
  • That confirmation acknowledges your order. The contract is formed when we confirm that your goods are ready for collection or dispatch, or when we confirm your booking for a service.
  • We may contact you to verify details before processing an order.
  • You must be at least 18 to place an order. A parent or legal guardian must place any order relating to a child, including camp and programme bookings.

6. Delivery and collection

6.1 Where we deliver

We deliver to all areas of Malta and Gozo. Collection is available from the Willingness Hub in Żebbuġ and, where advertised, from designated Camp Willingness locations. Delivery options and charges are shown at checkout before you pay.

6.2 Collection

  • If you choose collection, we will email you once your order is ready. Please bring your order confirmation with you.
  • If an order is not collected within 21 days of us telling you it is ready, we may cancel it and refund you.

6.3 Delivery

  • We aim to deliver within 3 to 7 business days of confirming your order. Delivery charges are calculated at checkout.
  • Free delivery applies to orders above the thresholds advertised on the website at the time you order.
  • Goods are delivered to the address you provide at checkout. Our courier may ask for a signature.
  • If delivery cannot be completed, the courier will leave a notice explaining the next steps. If the parcel is returned to us because it was not collected, a redelivery charge may apply.
  • Risk in the goods passes to you when you or someone you have nominated takes physical possession of them.

7. Your right to cancel, return and get a refund

Our full Returns, Refunds & Cancellations Policy forms part of these Terms. The key points are set out here.

7.1 Goods: your 14-day right of withdrawal

Under Directive 2011/83/EU, as transposed into Maltese law, you may cancel a purchase of goods within 14 days of receiving them, without giving a reason. You then have a further 14 days to return them. We will refund you within 14 days of being told of your decision to cancel, including the standard delivery cost you originally paid. We may hold the refund until we receive the goods back or you show proof of return, whichever is earlier.

7.2 When the 14-day right does not apply

The law sets out situations where the 14-day right of withdrawal does not apply. The ones relevant to what we sell are:

  • Sealed goods that cannot be returned for health protection or hygiene reasons, once they have been unsealed after delivery. This covers self-test kits and food supplements.
  • Goods made to your specification or clearly personalised.
  • Services that have been fully performed, where you asked us to begin within the 14-day period and acknowledged that you would lose the right to withdraw once the service was complete.
  • Leisure services provided on a specific date or during a specific period, which includes camps, programmes, workshops, events and room hire.

These exceptions do not affect your rights if something we sold you turns out to be faulty, damaged or not as described.

7.3 Cancelling a booked service, appointment or programme

Cancellation and rescheduling arrangements vary from one service to another, because an appointment, a camp place, a workshop and a room booking each work differently. The arrangements that apply to your booking are confirmed to you at the time of booking.

If you need to cancel, reschedule or ask about a refund for any booked service, please contact the Willingness team as early as you can at [email protected] or +356 79291817. We will tell you what applies to your specific booking and do our best to accommodate you.

7.4 Faulty or damaged goods

Please tell us within 48 hours of delivery or collection if goods arrive damaged, and send photographs where you can. This helps us resolve things quickly, and it does not limit your statutory rights, which last far longer. We will arrange collection at our cost and provide a repair, replacement or refund.

8. Clinical and health services

  • Buying a session, test or programme through this website books your place. It does not create a clinical relationship on its own, and it is not a diagnosis or a treatment plan.
  • Our practitioners work to the professional and ethical standards of their respective regulators and professional bodies in Malta.
  • We may decline or discontinue a service where it is not clinically appropriate, where it falls outside our practitioners’ competence, or where we need to refer you elsewhere. If that happens before the service is delivered, we refund you in full.
  • Our services are not an emergency service. If you or someone else is at immediate risk, call 112 or go to the nearest emergency department.
  • Nothing on this website is medical, psychological or other professional advice. Please read our Disclaimer.

9. Privacy and data protection

We handle personal data in line with the EU General Data Protection Regulation and the Maltese Data Protection Act (Chapter 586). Our Privacy Policy explains in full what we collect, why, how long we keep it, who we share it with, and the rights you have. Our Cookie Policy lists the cookies our website uses and how to control them.

10. Intellectual property

  • All content on this website, including text, images, product descriptions, course materials and therapeutic materials, is protected by copyright and belongs to Willingness Malta or its licensors.
  • You may not reproduce, distribute, republish or modify our content without our written permission.
  • Materials provided as part of a workshop, course or programme are for your personal use and may not be shared, resold or used commercially.
  • Our name and logo are our trademarks. Other trademarks remain the property of their respective owners.

11. Liability and warranties

  • Goods are sold with the statutory guarantees required by EU and Maltese consumer law. We do not offer any additional commercial warranty unless we say so in writing.
  • Except as set out below, our liability for any order is limited to the price you paid for it, and we are not liable for indirect or consequential loss.
  • Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for professional negligence in the delivery of a clinical service, or for anything else that cannot lawfully be limited.
  • Nothing in these Terms affects your statutory rights as a consumer. Where any limitation in these Terms is not permitted by the law that applies to you, it does not apply.

12. Events outside our control

We are not liable for delays or failures caused by events beyond our reasonable control, including supplier failures, natural events and severe weather, government action, public health measures, strikes and labour disputes, and transport disruption. If such an event affects your order or booking, we will contact you and offer a new date or a refund.

13. Complaints and dispute resolution

If something has gone wrong, please contact us first at [email protected]. We aim to acknowledge complaints within 5 business days and resolve them as quickly as we can.

If we cannot resolve it between us, you can take it further:

  • Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority (MCCAA) — Mizzi House, National Road, Blata l-Bajda ĦMR 9010, Malta. Freephone 8007 4400. Website: mccaa.org.mt
  • European Consumer Centre Malta, for consumers resident in another EU member state — eccnetmalta.gov.mt
  • For a concern about the conduct of a clinical service, you may also contact the relevant Maltese professional regulator for that profession.

Note: the European Commission’s Online Dispute Resolution platform closed on 20 July 2025 and is no longer available.

14. Governing law

These Terms are governed by the laws of Malta and the European Union, and the Maltese courts have jurisdiction over any dispute arising from them.

If you are a consumer resident in another EU member state, this does not deprive you of the protection of the mandatory consumer law of your own country, and you keep the right to bring proceedings in the courts of the country where you live.

15. Changes to these terms

  • We may update these Terms to reflect changes in our services, our operations or the law. The version number and date at the top show when they last changed.
  • The Terms that apply to your order are the ones published when you placed it. A later change does not alter an order already confirmed.
  • Continuing to use the website after we publish a change means you accept the revised Terms.
  • Where a change is significant we will tell you by email, if we have your address.

16. Severability

If any part of these Terms is found to be invalid or unenforceable, the rest continues to apply.

17. Contact

Willingness Malta
Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta
Orders and returns: [email protected]
Data protection: [email protected]
Phone: +356 79291817
Business hours: Monday to Friday, 08:30 to 20:30; Saturday, 08:30 to 16:00