Terms & Conditions
FENN
Terms and Conditions
Last updated: 11 June 2026
Operated by Herboo Limited · fennplants.com
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1. OVERVIEW
Company information
Fenn is an online marketplace and mobile application operated by Herboo Limited ("Herboo", "Fenn", "we", "our", "us") for the sale of plants, seeds, bulbs, tools, outdoor living products, clothing, books, and other items ("Items") for your personal and domestic use, and the provision of digital services including plant identification, garden management, and AI-assisted horticultural guidance through the Fenn mobile application ("the App").
Herboo Limited is a company registered in England and Wales. Our registered office is at 28A Regents Park Road, London, NW1 7TR. Our registered company number is 12310879 and our VAT number is GB 390097484.
You can contact us at any time by emailing hello@fennplants.com.
Our role — merchant of record
When you purchase Items through fennplants.com, Fenn acts as the merchant of record for your purchase. This means the contract of sale for every Item is between you and Fenn, operated by Herboo Limited — not between you and the individual nursery or supplier who grew or made the Item. You pay Fenn directly and Fenn is responsible to you for the Items you purchase, your consumer rights, and any issues with your order. The nurseries and suppliers listed on our platform fulfil your orders on our behalf. They are not party to the contract between you and us. Your statutory rights as a consumer are exercised against Fenn, not against individual nursery partners.
These Terms and Conditions
These Terms and Conditions, together with our Privacy Policy, Cookie Policy, and Delivery Policy, set out the legal terms that apply to your use of fennplants.com, the Fenn mobile application, and any services we provide. By using our website, the App, or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use our website or App. We recommend you save or print a copy of these Terms for your records. We may update these Terms from time to time. The version published on our website at the time of your order or App subscription renewal is the version that applies to that transaction.
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2. ELIGIBILITY AND USE
To purchase Items on this website or subscribe to the App you must be at least 18 years old, hold a valid payment method accepted by our checkout or the App Store / Google Play, provide accurate, current, and complete personal information, and not impersonate any person or use a name you are not authorised to use. If your personal information changes, please update your account or notify us at hello@fennplants.com promptly.
You may not use the website or App for any unlawful, fraudulent, or unauthorised purpose. You must not transmit harmful code, illegal material, or anything that may damage, impair, or interrupt the website, App, or our services. We reserve the right to withdraw or restrict access to the website or App or refuse any order without notice.
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3. ORDERS
When you place an order through fennplants.com you are making an offer to purchase the Items at the price shown. All orders are subject to availability and our acceptance. You will receive an order acknowledgement email when you place your order. This is not acceptance of your order — it confirms we have received it. A binding contract between you and Fenn is formed when we send you a dispatch confirmation email.
We reserve the right not to accept your order if:
- the item is out of stock or unable to be safely shipped due to its nature as a living plant
- the price shown was incorrect due to a typographical or technical error
- we are unable to process your payment
- your delivery address is outside our delivery area
- we reasonably suspect fraudulent activity
If we cannot fulfil your order, we will notify you and provide a full refund of any payment taken.
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4. ITEMS, PRICING, AND AVAILABILITY
Plants are living organisms and there is natural variation in size, shape, colour, and appearance between individual specimens. Images on our website are representative and intended as a guide only. Plant sizes and dimensions are approximate. We make every effort to supply plants within the stated size range, but seasonal and growing conditions mean occasional variation is unavoidable.
All prices are inclusive of VAT at the applicable rate. Delivery charges are shown separately at checkout. We reserve the right to change prices at any time. The price applicable to your order is the price shown at the time you place your order. If we discover a pricing error before dispatch, we will contact you and give you the option to proceed at the correct price or cancel for a full refund.
We use reasonable endeavours to keep stock information accurate. If an Item becomes unavailable after your order is placed, we will notify you promptly and arrange a full refund for that Item.
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5. PAYMENT
We accept payment by major credit and debit cards and other methods shown at checkout. Payment is processed securely via Stripe. By placing an order you authorise us to charge the full amount due to your chosen payment method. Items will not be dispatched until payment is confirmed.
App subscriptions are processed by Apple (App Store) or Google (Google Play) in accordance with their respective payment terms. Herboo Limited is not party to the payment transaction for App subscriptions processed through these platforms.
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6. DELIVERY
Delivery costs are shown at checkout and depend on the Items ordered, their size, and your delivery address. Your order may be fulfilled by more than one nursery partner and may arrive in separate deliveries with separate tracking information. Estimated delivery timescales are estimates only. Delivery is deemed to occur when the Items first arrive at the address you provided. Risk in the Items passes to you on delivery.
Plants are living things. Please open your packaging immediately on arrival. Failure to do so may affect your ability to raise a claim for damaged or deteriorated plants. If you have any questions about your delivery, contact us at hello@fennplants.com.
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7. CANCELLATIONS, RETURNS, AND REFUNDS
Plants and perishable goods
You may cancel an order for plants at any time before dispatch for a full refund. If your plants arrive damaged in transit, are incorrect, or are materially not as described, contact us at hello@fennplants.com within 24 hours of delivery with your order number, a description of the issue, and photographs of the plant and packaging. We will arrange collection and a full replacement or refund.
If you have changed your mind about a plant, notify us within 3 days of delivery. You will be responsible for the cost of returning the plant within 7 days of delivery. We will issue a full refund once the plant is received back in satisfactory condition. After 3 days from delivery you are deemed to have accepted the plants.
Non-perishable Items — tools, books, outdoor living, clothing
Orders may be cancelled before dispatch for a full refund. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order for non-perishable Items within 14 days of delivery without giving a reason. Items must be returned unused, with all original tags and packaging intact. The 14-day right to cancel does not apply to perishable goods including all live plants, seeds, and bulbs.
App subscriptions
App subscription payments are handled by Apple (App Store) or Google (Google Play). Refunds for App subscriptions are subject to the refund policies of Apple or Google respectively. Herboo Limited does not process refunds for in-app purchases directly.
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8. APP SUBSCRIPTION AND DIGITAL SERVICES
This section applies to your use of the Fenn mobile application and any digital services provided through it, including plant identification, garden management, Rosa (AI garden companion), and community features.
Subscription plans
The Fenn App is available on a free tier with limited features and as a paid subscription. Paid subscription plans are:
- Individual — £24.99 per year
- Garden Pair — £34.99 per year (up to 4 accounts)
Prices are inclusive of applicable taxes where required by law. Prices shown in the App Store or Google Play may differ due to local currency conversion and applicable local taxes.
Free trial
New subscribers may be offered a free trial period of 7 days. No charge is made during the free trial period. Your subscription will automatically convert to a paid subscription on the 8th day unless you cancel before the end of the trial period. By starting a free trial, you authorise us (via Apple or Google) to charge the applicable subscription fee at the end of the trial period. Free trials are available to new subscribers only and cannot be combined with other offers.
Auto-renewal
Paid subscriptions renew automatically at the end of each subscription period at the then-current subscription price unless cancelled. By subscribing you authorise the automatic renewal charge to your payment method on file with Apple or Google. You will receive notice of any price changes in advance of your renewal date. Your continued subscription following a price change constitutes acceptance of the new price.
How to cancel
You may cancel your subscription at any time through your device settings:
- iOS: Settings → [your Apple ID] → Subscriptions → Fenn → Cancel Subscription
- Android: Google Play Store → Account → Subscriptions → Fenn → Cancel
Cancellation must be made at least 24 hours before your renewal date to take effect for the current subscription period. If you cancel, you retain access to premium features until the end of your current paid period. No partial refunds are given for unused portions of a subscription period. Cancellation does not delete your account or your garden data.
Account deletion and data
You may delete your Fenn account at any time from within the App under Settings → Account → Delete Account. Deleting your account will permanently remove your profile, garden data, identification history, and community posts. This action cannot be undone. Deleting your account does not automatically cancel an active subscription — you must cancel separately through your App Store or Google Play settings before deleting your account.
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9. PLANT IDENTIFICATION AND AI FEATURES
Plant identification
The Fenn App uses automated image recognition technology, including third-party AI services, to identify plants from photographs. Plant identification results are provided for informational and educational purposes only.
We do not warrant that identification results are accurate, complete, or suitable for any particular purpose. Identification accuracy varies depending on image quality, plant condition, viewing angle, seasonal variation, and the limitations of available reference data. A confidence rating is displayed with each result to indicate the reliability of that identification.
You must not rely on plant identification results for any purpose where accuracy is critical to health or safety, including but not limited to:
- determining whether a plant or any part of it is safe to eat or handle
- identifying plants for medicinal, pharmaceutical, or therapeutic use
- making decisions affecting the health of humans, animals, or livestock
If you have any doubt about a plant identification, particularly in relation to edibility or toxicity, consult a qualified botanist, horticulturalist, or other appropriate professional. Fenn and Herboo Limited accept no liability for loss, injury, illness, or death arising from reliance on plant identification results provided by the App.
Rosa — AI garden companion
Rosa is an AI-powered conversational assistant designed to provide general horticultural guidance. Responses generated by Rosa are for general informational purposes only and do not constitute professional horticultural, agricultural, medical, veterinary, or legal advice.
Rosa's responses are generated by AI and may occasionally be inaccurate, incomplete, or unsuitable for your specific circumstances. You should not act on Rosa's advice without independent verification where the consequences of acting on incorrect information are significant.
We do not represent that Rosa is a qualified horticulturalist or that its advice is suitable for professional or commercial growing operations. For professional or commercial growing decisions, please consult a qualified horticultural professional.
Camera and image processing
The App uses your device camera for plant identification. When you submit a photograph for identification, that image may be transmitted to and processed by third-party AI service providers operating outside the United Kingdom. By using the plant identification feature, you consent to this processing. We do not retain submitted identification images beyond the period necessary to generate the identification result, except where you have saved the image to your garden profile.
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10. COMMUNITY FEATURES AND USER CONTENT
Plots — community feed
The Fenn App includes community features ("Plots") that allow users to share photographs, plant identifications, and commentary with other users. By posting content to Plots you represent that you own or have the right to share that content and that it does not infringe the rights of any third party.
Licence grant
By submitting content to Plots, you grant Herboo Limited a non-exclusive, royalty-free, worldwide, sublicensable licence to use, reproduce, display, and distribute that content for the purposes of operating and promoting the Fenn platform. This licence continues for as long as your content remains on the platform and for a reasonable period after its removal to allow for archival and backup purposes. You retain ownership of your content.
Prohibited content
You must not post content that:
- is unlawful, defamatory, obscene, offensive, threatening, or harassing
- infringes the intellectual property rights of any third party
- contains personal data of other individuals without their consent
- is misleading, false, or likely to deceive other users
- advertises or promotes third-party products or services without our prior written consent
- contains malicious code or links to harmful websites
Moderation and removal
We reserve the right to remove any content from Plots at our sole discretion, without notice, and without liability to you. We are not obligated to monitor community content but may do so. Repeated violations of these content standards may result in suspension or permanent termination of your account.
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11. LOCATION AND DEVICE DATA
The App may request access to your device location to provide weather information, seasonal planting advice tailored to your climate zone, and to display specialist nurseries near you. Location data is used solely for these purposes and is not shared with third parties for marketing purposes. You may withdraw location access at any time through your device settings. Withdrawing location access will limit certain features of the App.
Our Privacy Policy at fennplants.com/privacy sets out in full how we collect, use, store, and protect your personal information in connection with both the website and the App.
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12. PRIVACY AND DATA PROTECTION
We are committed to protecting your personal data in accordance with UK GDPR and the Data Protection Act 2018. Our Privacy Policy at fennplants.com/privacy sets out how we collect, use, store, and protect your information. We will never share your personal data with nursery partners beyond what is strictly necessary to fulfil your order. Nursery partners may not use your data for marketing purposes.
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13. INTELLECTUAL PROPERTY
All content on this website and within the App — including text, photography, illustrations, logos, brand identity, design, code, and data — is the property of Herboo Limited or our licensors and is protected by applicable intellectual property law. You may not reproduce, copy, distribute, or otherwise re-use any content without our express written permission.
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14. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, we exclude all warranties, representations, and guarantees of any kind in relation to our website, the App, and the Items sold through it, except as required by law. We will not be liable for loss of profits, revenue, or business; loss of goodwill or reputation; or any indirect, special, or consequential loss.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any liability that cannot be limited under applicable law; or your statutory rights as a consumer under the Consumer Rights Act 2015.
We specifically disclaim all liability for loss, injury, illness, or death arising from reliance on plant identification results or AI-generated horticultural guidance provided through the App, as further set out in section 9.
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15. MATTERS BEYOND OUR CONTROL
Neither Fenn nor our nursery partners will be liable for any failure or delay in performance caused by events beyond our reasonable control, including acts of God, extreme weather, plant health emergencies or government-imposed phytosanitary restrictions, pandemic, strike action, failure of telecommunications or transport networks, or government action. If such an event affects your order, we will notify you as soon as possible and provide a full refund where fulfilment is not possible.
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16. PLANT HEALTH AND COMPLIANCE
All plants sold through Fenn are grown and dispatched in compliance with applicable UK plant health legislation. UK Plant Passports are issued by our nursery partners as required. It is your responsibility to comply with any plant health restrictions applicable to your property or local area.
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17. CHANGES TO THESE TERMS
We reserve the right to change the website, the App, and these Terms at any time. We will provide reasonable notice of material changes via email or in-app notification. The Terms in force at the time of your order or subscription renewal govern that transaction. Your continued use of the website or App following notification of changes constitutes acceptance of the updated Terms.
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18. GENERAL
These Terms, together with our Privacy Policy, Cookie Policy, and Delivery Policy, constitute the entire agreement between you and us. If any provision is found to be unenforceable, the remaining provisions continue in full force. These Terms and any dispute arising from them are governed by the law of England and Wales. You and Herboo Limited agree to submit to the exclusive jurisdiction of the courts of England and Wales. Nothing in these Terms confers any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.
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19. CONTACT US
Email: hello@fennplants.com
Website: fennplants.com/contact
Post: Herboo Limited, 28A Regents Park Road, London, NW1 7TR
We aim to respond to all queries within 2 working days. For urgent matters relating to a plant delivery, please mark your email URGENT in the subject line. Formal legal notices should be sent by post to our registered office.
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Fenn · Herboo Limited · Company 12310879 · fennplants.com