Frequently asked questions

"Our Special Day enabled us to spend quality time together as a family. I was so thrilled when my eldest daughter told me ‘Mummy, you’re fun again!’ "

Helen, 35, living with breast cancer

Here are the answers to some common questions people ask us about Willow services. If you can't find the answer to your question send us an email or call 01707 259 777.

How long do I have to take my Special Day?

Once your application has been accepted you have one year to take your Special Day. The date you choose within this time period is completely up to you but please be aware that certain choices are limited by availability/prices (particularly in peak seasons such as school holidays). If for any reason you feel that you cannot take your day within the one year period then please let us know as soon as possible.

When will I hear more?

After applying you should hear from us within a couple of weeks. If you haven’t heard from us after this time please give us a call as we might not have been able to get in touch with you. Please update us as soon as you can if you change your phone number or address.

What is the ‘Diversity Monitoring Form’ in my welcome pack?

Willow is committed to equal opportunities for all our beneficiaries. Therefore, we would be grateful if you could complete the enclosed form and send it back to us in the pre-paid envelope. Please note that this form is totally anonymous and optional. Completing the form has no impact on your eligibility for a Special Day.

Who can come with me on my Special Day?

The number of people you can share your Special Day with depends on the type of activity that you choose. For larger groups there are certain activities that we can’t do, so please discuss this with your Day Maker and they can advise you. If you need a carer to attend to help with your medical needs, please let us know before we start making any arrangements.

Can I go abroad for my Special Day?

All Special Days have to take place within the UK. However we can arrange travel within the UK such as flights from Northern Ireland to mainland Britain.

Can I change my choice of Special Day?

Your request on the application form is not fixed, so please let your Day Maker know if you have changed your mind once your application has been approved. We go through all the details with you before making any bookings to make sure you are happy with your choice of Special Day.

What if I have any special requirements?

If you have dietary, medical, religious or any other special requirements please let your Day Maker know and they will do everything possible to help. Unfortunately we are unable to assist with the hire of additional medical equipment such as oxygen, mobility scooters and hoists. Please speak to your medical professional who should be able to help with your requirements.

What if I am too unwell to go?

Please don’t worry and let us know as soon as you can. If you are too unwell to attend then we can try to rearrange your Special Day for another time. Please discuss this with your Day Maker and give them as much notice as possible if we need to cancel any arrangements.

Can my family / friends go without me?

As the Special Day is specifically funded for you, if you can’t attend then we will need to cancel the arrangements. It is not possible for your family or friends to go without you and the Special Day can only take place if you are going.

Do I need a Doctor’s note?

For certain types of Special Day such as spa experiences and sky dives you may need to complete a medical form and ask your doctor or nurse to sign it. Your Day Maker will advise you if this is required when discussing your choice of Special Day. We will discuss your choice of Special Day with your medical professional to make sure that it is safe and suitable. If for any reason your doctor or nurse feels that your choice isn’t appropriate then we will discuss different options for your Special Day.

Do I need insurance for my Special Day?

Willow does not provide any travel insurance cover. Therefore please check with your own provider if you need any additional cover for your Special Day.

I would like to extend my Special Day and stay for an additional night - can I pay to do this?

As we pay for all bookings through donations made to the charity, we are therefore unable to make part payments or accept any money towards the cost of your Special Day. However you can extend your stay by making your own booking if you wish. This must be separate from the Willow booking and will not be treated as part of your Special Day. In all cases, please discuss any changes or additions you want to make with your Day Maker as they may affect the arrangements we have already made. It is also not possible for us to reimburse you for any bookings you have made.

Do you have a question not listed above? Give the team a call on 01707 259 777 and we’ll be happy to help.