🔹 KEY POINTS SUMMARY (Customer-Friendly)

(This summary is for convenience only. Full terms appear below.)

• We will contact you when your item, repair, cleaning or order is ready, but it remains your responsibility to collect it.
• Completed items (including shoe repairs, dry cleaning, alterations, key cutting and special orders) must be collected within 3 months unless otherwise agreed.
• We may send reminder messages as a courtesy; these do not extend storage time.
• Items left uncollected after this period may be treated as abandoned and released, disposed of responsibly, or otherwise resolved.
• Shoe repairs, cleaning and alterations carry some inherent risk, especially where items lack care labels or have existing wear.
• Keys are guaranteed to work in the correct lock type, subject to normal conditions and limitations.
• Special orders may not be cancellable or refundable once placed.
• Nothing in these terms affects your statutory consumer rights.

SOLE TO SOLE — SERVICE INFORMATION & TERMS

Last updated: 19/12/25

Thank you for choosing Sole To Sole. We aim to provide professional repairs, cleaning, alterations, key cutting and related services with care and skill. The following terms explain how we handle jobs, guarantees, storage, liability, special orders and personal data. They are written to be fair, transparent and reasonable. If anything is unclear, please contact us and we will do our best to help.

1. Personal Data & Privacy (Summary)

What we collect:
Name, phone number, email address, postal 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 jobs, collections, reminders, alterations, repairs, payments or refunds, and to keep records for guarantees, adjustments and legal or accounting purposes.

Payment processing:
We use Square as our payment processor. Square acts as a processor of payment data. We do not sell or trade personal information.

Your rights:
You may request access to, correction of, or deletion of your personal data, subject to legal and accounting retention requirements.

Retention:
Personal data is retained only as long as necessary to provide the service, manage guarantees and meet legal obligations, after which it is deleted or anonymised.

2. Key Cutting – Guarantee & Process

Guarantee:
Keys cut by Sole To Sole are guaranteed to operate in the correct lock type under normal conditions.

Correction attempts:
If a key does not operate correctly, return it with the original non-working key within 14 calendar days of collection. We will make up to three (3) correction attempts free of charge.

If still not working:
If the key fails after three attempts due to our workmanship, we will offer a refund or a mutually agreed alternative.

Limitations:
We cannot guarantee successful operation where failure is due to:

• incorrect, worn or faulty blanks,
• undisclosed or internal lock faults we could not reasonably inspect,
• excessive wear, misuse or environmental factors affecting the lock.

Proof required:
The original receipt or job ticket must be presented to claim the guarantee.

3. Shoe Repair, Shoe Cleaning & Footwear Care

Why footwear carries risk

Footwear often lacks manufacturer care labels and may use mixed materials, adhesives and hidden components. Certain risks — including delamination, colour change, adhesive failure or sole separation — may not be visible until repair or cleaning begins.

Our approach

All footwear is inspected at intake and professional techniques are used to minimise risk. Where obvious pre-existing defects or high-risk issues are visible, we will point these out before work begins.

Owner’s risk & acceptance

By leaving footwear with Sole To Sole, you acknowledge that:

• some footwear carries an inherent risk of change or damage,
• this risk increases where care labels are missing or wear is extensive,
• some defects only become apparent once work has started.

Repairs and cleaning are accepted at the owner’s risk for these inherent issues.

Guarantee & correction

Where a failure is due to our workmanship, return footwear within 14 calendar days of collection. We will attempt correction up to three (3) times at no additional charge. If unresolved and the fault is ours, a refund or suitable alternative will be offered.

This does not cover pre-existing defects, material faults, lack of care labels, or misuse after collection.

4. Dry Cleaning, Alterations & Clothing Repairs

Third-party cleaning

When garments are left with us for dry cleaning, they are held in store for safekeeping until transferred to our cleaning partner, Clean Inc.

Once items are with Clean Inc, responsibility for cleaning-stage issues rests with them and their terms apply. Claims relating to the cleaning process must be directed to Clean Inc via CleanInc.co.uk.

Return to store & collection

After dry cleaning, alterations or clothing repairs are completed, garments are returned to Sole To Sole for customer collection. From this point, all items are subject to our collection and storage terms, regardless of whether payment has been made in full, in part, or not yet collected.

Care labels & risk

Garments without care labels, or with pre-existing damage, carry an increased risk of change or deterioration during cleaning, alteration or repair. By leaving such items, you accept this increased risk.

5. Job Completion, Collection & Storage

Completion notifications

We may notify customers by automated message, phone or email when:

• a repair or alteration is complete,
• dry cleaning has returned to store,
• an ordered item or material has arrived,
• or work is ready to proceed.

Failure to receive a notification does not remove the customer’s responsibility to collect or follow up.

Collection timeframe

All completed jobs — including shoe repairs, dry cleaning, alterations, clothing repairs, key cutting, ordered items and special orders — must be collected within a reasonable period, defined as up to 3 months from the date the item is first ready for collection or work can proceed, unless otherwise agreed in writing.

Reminders

Automated reminders may be sent as a courtesy. These reminders do not extend storage limits.

Uncollected or abandoned items

If items remain uncollected after the stated period and reasonable efforts have been made to notify the customer, we reserve the right to:

• treat the job as abandoned,
• release non-special items back into stock,
• dispose of items responsibly,
• or otherwise resolve the matter in accordance with our legal obligations.

6. Special Orders, Deposits & Sundries

Some items (including keys, Zippo products, locks, accessories, polish, brushes and other sundries) may be ordered specifically for a customer.

• Deposits or full payment may be required at our discretion.
• Special orders may not be cancellable or refundable once placed, depending on the item and supplier terms.
• Items ordered without a deposit are still subject to the same collection and storage limits.
• Uncollected special orders may be released back into stock or otherwise resolved in line with these terms.

7. Pricing, Variations & Refusal of Work

Quoted prices assume standard work. If unexpected issues are discovered (hidden damage, additional materials required), we will advise you and agree any additional charges before proceeding.

We reserve the right to refuse work that carries an unacceptably high risk of failure or damage if our advice is not accepted.

8. Liability, Limitations & Complaints

Statutory rights:
Nothing in these terms excludes liability for negligence or affects your statutory rights under the Consumer Rights Act 2015.

Exclusions:
We are not liable for defects in supplied materials, undisclosed faults in items we could not reasonably inspect, or damage caused by third parties after collection.

Time limits:
Issues relating to our workmanship must be reported within 14 calendar days of collection. After this period, our workmanship guarantee for that job expires.

9. AI Image & Content Policy

Some images or graphics on this website may be created or enhanced using artificial intelligence (AI) to help illustrate services.

All AI-generated or AI-edited images are:

• illustrative only and not representations of actual customers, staff or specific jobs,
• clearly contextualised to avoid misleading claims,
• manually reviewed to reflect the nature of our genuine services.

Authentic photographs of our Stockport shop, real work and products appear elsewhere on this website and on our Google Business Profile.

10. Changes to These Terms

We may update these terms from time to time. The version displayed on our website, with the date shown above, is the current and applicable version.