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The Seam: Customer Terms & Conditions (2025)

Welcome to The Seam.
We’re a community built on care - connecting customers who love their clothes, shoes and bags with talented Makers who can repair or customise them. These Terms & Conditions explain how bookings made through our platform work and set out the rights and responsibilities between you (the Customer), the Maker, and The Seam UK Ltd (“The Seam”, “we”, “us”, “our”).
 

By using our website or making a booking, you agree to these Terms & Conditions. Please read them carefully and keep a copy for future reference.

If you have any questions, we’re always happy to help:
📧 Email: support@theseam.uk
📮 Post: The Seam UK Ltd, 1 Chancery Lane, London, WC2A 1LF

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1. Defined Terms

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  • Website: The Seam booking platform, accessible via our website.

  • Customer / you / your: The buyer of any services via our platform.

  • Maker(s): Independent third-party professionals who offer repair, alteration, or restoration services via The Seam.

  • Services: Any services provided by a Maker and available for booking through our Website.

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2. Who We Are

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This Website is operated by The Seam UK Ltd, a company registered in England under company number 12946664, with a registered office at 22 Great James Street, London, WC1N 3ES.

The Seam acts as a commercial agent on behalf of our Makers. When you book a service through the Website:

  • You enter into two contracts — one with The Seam (for the booking process) and one with the Maker (for the actual work).

  • Payments made via the Website are received by The Seam as a commercial agent for the Maker. Once your payment is received by us, your payment obligation to the Maker is fulfilled.

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3. Services

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Our Makers are independent professionals who are legally responsible for providing Services that meet agreed standards of care and quality.

All Services displayed on the Website are subject to availability. Images and descriptions are illustrative — every garment and repair is unique.

We require our Makers to keep their information accurate and complete, but we cannot independently verify all details.

If you are a consumer, your legal rights under UK law (including the right to expect services performed with reasonable care and skill) are unaffected by these Terms.
 

Health & Safety

It’s your responsibility to inform your Maker of any health-related conditions (e.g. allergies, sensitivities, or medical issues) that may affect the work. The Seam and Makers cannot be held responsible for injury or loss that could have been avoided through prior disclosure.
 

Unfit or Unsafe Items

If a Maker deems your item unfit to work on (e.g. due to soiling, damage, or safety concerns):

  • The Maker may return the item without completing the Service. The Seam will refund the total Booking amount, minus postage and a small handling fee.

  • If the item is unsafe or unhygienic, the Maker may dispose of it. No refund will be due in these cases.

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4. Cancellations & Changes

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We understand plans change. The following terms apply if you wish to cancel or change a Booking:

 

Before Work Begins

If your Maker has not started work, you may cancel your Booking and receive a refund of your total Booking amount, minus postage fees.

 

After Work Begins

If your Maker has started work, a cancellation fee will apply to cover:

  • Maker’s time already spent (e.g. cutting, sourcing materials, fittings)

  • Any material costs or transport expenses
    Your garment will be returned to you, and you’ll receive a refund for the remaining balance after these deductions.

 

Fittings

  • You may cancel or reschedule a fitting up to 72 hours in advance with no fee.

  • Cancellations within 72 hours of a scheduled fitting will incur a £40 cancellation fee to compensate the Maker’s time.

 

Changes to Services

If a Maker cannot complete a requested Service, they’ll propose an alternative via the platform:

  • If you accept, you enter new agreements with The Seam and the Maker.

  • If you decline, your items will be returned and The Seam will refund your total Booking cost (excluding postage).

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5. Postage & Delivery

When you choose a postage option through The Seam, you agree to the terms of the respective courier.

The Seam does not provide courier services directly and assumes no liability for delays, loss, or damage once your parcel is with the courier.

It’s your responsibility to select a postage option you trust.

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Courier Terms

If you experience issues during delivery, please contact your chosen courier directly to register the issue. The Seam cannot intervene once an item is in transit.

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6. Issues With Your Service

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We care deeply about your experience. If something isn’t right:

  1. Speak directly with your Maker to try and resolve it;

  2. Leave an honest review on our platform; or

  3. Contact us at support@theseam.uk and we’ll help wherever we can.

If needed, we’ll contact the Maker to facilitate a resolution and, if appropriate, launch a full internal review within five working days.

Please note that Makers are independent contractors. While The Seam will always support fair resolutions, we are not legally responsible for the quality or outcome of Services performed by Makers.

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7.  Pricing & Payment

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All prices are stated in pounds sterling (GBP) and are exclusive of VAT unless otherwise stated. Payment for all Bookings must be made in full at the time of placing the order, unless otherwise agreed in writing by The Seam.
 

All payments must be made via The Seam’s online platform using an accepted payment method, including credit/debit card, PayPal, or other secure online methods. If a Customer elects to make payment by any method other than through The Seam’s online platform, an administration fee (£25) will apply. 

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The Seam reserves the right to update or amend its pricing and accepted payment methods from time to time. Any such changes will be reflected on the website.

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8. Community Conduct

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The Seam is built on a Culture of Care.
We expect respectful and kind communication between all customers, Makers, and staff.

  • Aggressive, abusive, or inappropriate language will not be tolerated.

  • Harassment or repeated bartering over agreed prices may lead to account suspension.

  • Any breach of these standards may result in the deactivation of your account.

If you have a concern about pricing or service, please contact support@theseam.uk — our team will help resolve it fairly.

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9. Liability & Legal Terms

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The Seam is not liable for:

  • Loss of income, revenue, or profits

  • Loss of anticipated savings

  • Indirect or consequential losses

  • Waste of management or office time
     

We do not exclude or limit our liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Any matter that cannot be excluded under English law
     

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

These Terms and Conditions are governed by English law, and you agree that the courts of England and Wales will have non-exclusive jurisdiction.

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10. Contact & Communication

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  • Customer support hours: 9am–5pm, Monday to Friday (excluding bank holidays)

  • Contact: support@theseam.uk

  • Address: The Seam UK Ltd, 1 Chancery Lane, London, WC2A 1LF

We may send communications by post, email, or via updates on our Website.

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