SOLE TO SOLE — SERVICE INFORMATION & TERMS

Last updated: 15/09/25

Thank you for choosing Sole To Sole. We aim to provide professional repairs, cleaning and key services with care and skill. The following information explains how we handle jobs, guarantees, liability, and personal data. It’s written to be fair and clear — if anything’s not right, please come back and we’ll sort it.

1. Personal Data & Privacy (Short summary)

  • What we collect: name, phone, email, address (when provided), job details and order history. Payment processing is handled by Square; we do not store full card numbers.
  • How we use it: to contact you about orders, process payments/refunds and keep records for guarantee/adjustments.
  • Square: we use Square for payments; Square acts as a processor for payment data. We do not sell your information.
  • Your rights: you can request access, correction, erasure (subject to legal/accounting retention), or restriction. Contact us.
  • Retention: we keep information only as long as needed for the service, guarantees, and legal/accounting obligations, then delete or anonymise it.

2. Key Cutting: Guarantee & Process

  • Guarantee: Keys cut by Sole To Sole are covered by a guarantee to work in the correct lock type under normal conditions.
  • Correction attempts: If a key does not operate correctly, return with the non-working key within 14 calendar days of collection and we will make up to three (3) correction attempts free of charge.
  • If still not working: If after three attempts the key still fails, we will offer a refund for the key or a mutually agreed alternative.
  • Limitations: We cannot guarantee successful operation where: (a) the blank provided is faulty or the wrong type, (b) the lock has an internal fault we did not inspect, (c) environmental/external issues affect the lock.
  • Proof required: Please keep your receipt/ticket — it is required to claim the guarantee.

3. Shoe Repair, Shoe Cleaning & Footwear Care (NEW / IMPORTANT)

Why footwear is special
Footwear often lacks manufacturer care labels and is commonly made from mixed materials, glued constructions and hidden components. Many risks (delamination, colour change, adhesive failure, sole separation) are not apparent until a shoe is disassembled or cleaned.

What we do

  • We inspect every item and use professional techniques to minimise risk. We aim for first-time success and high-quality workmanship.
  • We will inform you of any obvious pre-existing defects or high-risk issues we see at intake.

Owner’s risk & acceptance

  • By leaving footwear with Sole To Sole for repair or cleaning, you acknowledge that: some shoes have an increased risk of change or damage during repair or cleaning, particularly where there is no manufacturer care label or there is pre-existing wear. Repairs and cleaning are therefore accepted at owner’s risk for such inherent risks.
  • We will, where possible, point out obvious issues before work begins — but some problems are only visible once the shoe is opened or cleaned.

Guarantee & correction

  • For workmanship-related failures (e.g. repair failure due to our workmanship), return the footwear within 14 calendar days of collection and we will attempt to correct the issue up to three (3) times at no extra charge. If, after three attempts, the problem persists and it is due to our workmanship, we will offer a refund or a suitable alternative.
  • This does not cover damage caused by pre-existing defects, lack of care labels, faults in supplied materials, or subsequent misuse.

Encouragement to return

  • If anything feels wrong after collection (fit, noise, loose components, key penetration issues, slipping soles), please bring the item back. We prefer the chance to fix it — the guarantee is only available if you return the item and provide the original receipt within the stated timeframe.

4. Dry Cleaning & Clothing (Third-party cleaning)

  • When you leave garments with us for dry cleaning, items are in our store for safekeeping until they are collected for cleaning. Once items are handed to our cleaning partner Clean Inc, responsibility for cleaning-stage issues rests with Clean Inc and their terms apply. To pursue claims arising during cleaning please contact Clean Inc or follow instructions on their site (CleanInc.co.uk).
  • If a garment lacks a care label or has pre-existing damage, that increases the risk of change or further deterioration during cleaning. By leaving such garments you accept that increased risk.

5. Liability, Limitations & Complaints

  • Negligence: Nothing in these terms affects your legal rights where damage results from negligence or statutory consumer protections. We do not attempt to exclude liability for negligent workmanship.
  • Exclusions: We are not liable for defects in supplied blanks, undisclosed faults in locks we cannot inspect, or damage caused by third parties after collection.
  • Complaints / Time limits: Please report problems within 14 calendar days of collection. After 14 days, our liability and applicable guarantees for that job are void.
  • Refunds / Remedial work: Where remedial work is required and the problem is our responsibility, we will attempt corrections as stated above (up to three attempts), then offer a refund or reasonable alternative if unresolved.

6. Pricing & Refusal of Work

  • Quoted prices assume standard work. If unexpected issues are found (hidden damage, extra materials required), we will advise you and agree any additional charge before proceeding.
  • We reserve the right to refuse work we believe has an unacceptably high risk of failure or damage if you do not accept our advice.

7. How to Make a Claim / Contact

  • Bring the item and the original receipt/ticket to the shop or contact us.
  • For issues during dry-cleaning with Clean Inc, please contact Clean Inc directly; we can assist with contact details and facilitate communication.

8. Changes to These Terms

  • We may update these terms occasionally. The version on our website (dated) is the current one.