Terms & Conditions
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Post: The Seam UK Ltd, 22 Great James St, London, WC1N 3ES.
Please read these Terms and Conditions carefully before you complete any transactions via the Website as these Terms and Conditions will apply to your booking. We recommend that you print a copy of these Terms and Conditions for future reference. If you do not agree with these Terms and Conditions, you must not use our Website
For ease of reference the following terms shall having the following meanings in these Booking Terms and Conditions:
“Website” means the The Seam booking platform accessible via website.
“Customer”, “you” and “your” means you, the buyer of any Services;
“Maker(s)” means our selected third party providers of services who offer their services for sale via our Website.
“Services” means any services of a Maker offered for booking via the Website.
This Website is operated by The Seam UK Ltd, a company registered in England under company number 12946664 and whose registered office is at 22 Great James St, London, WC1N 3ES, (“The Seam”, “us”, “we” or “our” for short).
This Website allows you to book and pay for a broad range of garment repair and alteration services from a variety of providers (our Makers). Those Services are provided by our various Makers and not by us. The provision of the Services booked via our Website is the responsibility of the Maker which provides them. In the event you pay for Services via the Website, your payment will be received by us acting as a commercial agent on behalf of the Maker. If we receive payment as a commercial agent on behalf of the relevant Maker, our receipt of the correct payment will discharge your debt to that Maker.
The legal implications of this is that when you purchase Services, you create two binding legal contracts: a contract between you and The Seam (“The Seam” Contract”) under which The Seam has certain responsibilities to you in relation to the booking. a contract between you and the relevant Maker in respect of the provision or supply of the Services which you book through the Website (the “Maker Contract”) which is subject to certain provisions of these Terms and Conditions.
All Services available for purchase on the Website are offered by The Seam on behalf of its Makers. That is, The Seam takes and concludes your bookings as a commercial agent for its Makers. Therefore, we are not responsible or liable to you for the actual Services that are booked through the Website.
We amend these Terms and Conditions from time to time. Every time you wish to make a Booking on the Website, please check these Terms and Conditions to ensure you understand the terms which will apply at that time.
Please note, as set out in our Website, we reserve the right to withdraw access to our Website or cancel any Booking in the event that you fail any credit or fraud prevention check or where we reasonably suspect fraud or money laundering by you or someone using your account.
Our Makers are under a legal duty to provide Services that are in conformity with the relevant Maker Contract.
All Services shown on the Website are subject to availability and the images and/or descriptions of the Services are for illustrative purposes only and actual Services may vary from those images and/or descriptions.
We require our Makers to ensure that all information provided by them for display on their profile is accurate, complete and not misleading in any way but we cannot verify the information which they provide to us. It will be each Maker′s responsibility to ensure that all of the information listed on the Website is accurately described.
If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Advice about your legal rights is available from your local Citizens′ Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect these legal rights.
It is your (or the person receiving the Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Maker that might affect or be affected by any Services (for example without limitation, allergy information and health issues). If you fail to disclose any such information to the applicable Maker, neither The Seam nor the relevant Maker shall be liable to you for any injury, loss or damages resulting from the Services that could reasonably have been avoided if you had disclosed that information prior to receiving the Services.
Deduction for Unfit Goods: If the goods received by any Maker are deemed unfit to work with, the Maker may return the items to the customer or request collection without performing any services. The Seam will retain the service fee and a discretionary amount for return postage and refund the remainder of the original payment.
If the goods are deemed soiled or in any other condition making them unfit or unsafe for the Maker to handle, the Maker may dispose of the goods and the customer is not entitled to a refund.
In addition to your other legal rights, you may in certain circumstances have the right to cancel a Maker Contract and/or The Seam Contract (as applicable) and receive a refund in accordance with these terms.
If you change your mind about a Booking, and wish to cancel it, the following cancellation terms apply:
If your Maker has not started working on your project: If you wish to cancel your Booking before a Maker has already started working on your project then no cancellation fee will be applicable. Your Maker will return your garment to you and The Seam will refund your total Booking cost, after deducting postage fees.
If your Maker has started working on your project: If you wish to cancel your Booking after the point at which a Maker has already started working on your project then a cancellation fee will be applicable. Once you cancel your booking, your Maker will return your garment to you and The Seam will refund your total Booking cost, after deducting the Cancellation fee and postage fees.
For the purpose of the above: Work includes, but not limited to: Pattern Cutting; Design work; Sourcing or purchasing materials. Cancellation fee includes: remuneration for the Maker’s time; Total cost of any materials; Transport expenses and Loss of earnings.
If you cancel or reschedule a fitting up to 72 hours prior to your fitting taking place, no cancellation fee will be applicable.
If you cancel within 72 hours prior to your fitting taking place, you will be charged a cancellation fee to cover the Maker’s time and lost earnings.
Changes to Services
In a small number of circumstances it may not be possible for a Maker to complete the service booked for a garment. When this is the case, the Maker will communicate alternative services to you via the platform, at which point you can decide whether or not to proceed.
If you choose to accept the alternative service, you enter new Agreements with The Seam and the Maker.
If you choose to decline the alternative service, the Maker will return your garments and The Seam will refund the total cost of your Booking including postage fees.
Postage Liability and Terms
When selecting Royal Mail or Toshi as your preferred postage method with The Seam, you acknowledge and agree to the transference of liability to the respective courier service for the safe and timely delivery of your items.
By opting for Royal Mail delivery, you are bound by the General Terms and Conditions outlined by Royal Mail, accessible at Royal Mail Terms. The Seam assumes no responsibility for items once they are in transit with Royal Mail. Any issues, concerns, or disputes related to the postage process must be addressed directly with Royal Mail.
Similarly, if you choose delivery with our courier partner Toshi, you must agree to the terms specified by Toshi, available at Toshi Terms. The Seam relinquishes liability once the items are handed over to Toshi for delivery. Any inquiries or challenges related to the delivery process must be directed to Toshi. We recommend familiarising yourself with Toshi’s terms to ensure a comprehensive understanding of the responsibilities and obligations associated with the selected postage method.In both instances, The Seam prioritises the efficient and secure transit of your purchases but relies on the established procedures and conditions stipulated by the respective courier services for the fulfilment of our postal services. Your cooperation and understanding in adhering to these terms contribute to a seamless and reliable postage experience.
We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Makers or their Services, please either:
Speak to the Maker yourself to try and resolve the issue;
Leave an honest review on the Website to reflect your experience; and/or
Please contact us via firstname.lastname@example.org and we’ll do our best to help.
Following receipt of a complaint we will contact the Maker to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Maker, if we consider it to be fair in all the circumstances, we may at our sole discretion elect to give you a refund or credit note for the disputed/complained about the amount of your Booking. Please note that it might take up to 30 days to receive a full refund in such cases.
IMPORTANT NOTE: Please do bear in mind that while we take all complaints about our Makers very seriously and will always do what we can to help resole them, we are not responsible for the service(s) which the Makers provide and are under no obligation to provide you with a refund or credit note in the event you are dissatisfied with services which you have recieved.
Price and Payment
All Bookings are priced upon request, based on what a Maker deems reasonable for the Service requested. You can access The Seam Guide prices at all times, this document is for guidance only. The actual cost of your Service is set by the Maker and subject to a number of factors including, but not limited to: The extent of the job required; The accessibility of replacement fabric, trimmings, threads; The timeline requested; The availability of the Maker; The number of fittings required.
Once you have made payment for your Booking, you enter into an Agreement with The Seam, and the Maker. At which point, Cancellation Fees may be applicable.
The Seam has full responsibility for accounting for VAT on the Booking, where applicable.
Payment for all Services must be made in pounds sterling by credit or debit card, or via a third party payment processor such as PayPal or by using the online payment facility (“Payment Facility”).
Payments made through the Payment Facility are processed by third party payment services providers. The Seam takes reasonable care to ensure that the Payment Facility is available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to such Payment Facility, nor can we guarantee that the facility is virus or error free.
We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment. Access to the Payment Facility may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions to such Payment Facility and will do what we can to restore the facility as soon as reasonably possible.
If you pay for Services via the Payment Facility, The Seam will collect the payment in its capacity as the commercial agent of the relevant Maker. Once The Seam has successfully received your payment for the Services, this will discharge your debt to the Maker on whose behalf The Seam has collected the payment.
We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of earnings; loss of profits; loss of anticipated savings; or waste of management or office time.
We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.
We may revise these Booking Terms and Conditions from time to time.
All communications and notices from you must be sent via email to email@example.com or via mail to The Seam, 22 Great James St, London, WC1N 3ES. The Seam may communicate and give notice to you via post, email or by posting notices on the Website.
Please note our customer support hours are: 9am to 6pm Monday to Friday, not including bank holidays.
The Seam reserves the right to deactivate a Customer’s account in the event of a breach of these Terms and Conditions and/or where the Customer acts in a way that is inappropriate, abusive or otherwise unacceptable towards our team or our Maker(s), either in communications via phone or email, or in person at the Maker’s studio or home fitting.
If any of these Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
These Booking Terms and Conditions will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the bookinging and/or supply of Services via the Website.