SOJO Terms and Conditions

If you would like to talk to us, please get in touch with our team and we’d be happy to help:

Contact: support@sojo.uk

Please read these Terms and Conditions carefully before you complete any transactions via the Website, App, or In-Store as these Terms and Conditions will apply to your purchase. If you do not agree with these Terms and Conditions, you must not use our service.

Defined Terms

“Customer”, “you” and “your” means you, the buyer of any Services;

“Service”, and “services” means any services of a Tailor offered for booking via the Website.

“Tailor”, and “Tailors” means our in-house tailor team who provide the repair and alteration services.

“Studio” means a location where our Tailors conduct the services on your order.

“Website” means SOJO’s website and booking platform.

“App” means SOJO’s mobile app, available on Android and iOS.

“Brand Partner” means a company who we have a commercial relationship with.

“Delivery Partner” means a third-party company who operate collections and deliveries to and from our Customers.

“Rider”, and “riders” mean members of the SOJO team who manage the collection and delivery of orders by bike in parts of London.

This Website is operated by SOJO Services UK Ltd, a company registered in England under company number 12851678 and whose registered office is at Unit 2, Colour House, Bentley Road, London, N1 4FG, (“SOJO”, “us”, “we” or “our” for short).

Service Description

At SOJO, we offer you the ability to booking and pay for a wide array of garment repair and alteration services. Our services are delivered by our skilled Tailors in our own Studio.

Your Relationship with SOJO

By choosing our services, you enter into a single, straightforward contract with SOJO. We take full responsibility for the booking, execution, and quality of the services provided.

In certain instances, we may employ someone outside of SOJO for a service we cannot fulfil ourselves. We take full responsibility for the quality of the work, and you will be covered in the same way for these orders as for those delivered by our Tailors.

Collection and delivery of your order before it arrives and after it leaves the SOJO Studio: SOJO has it’s own Rider team and also uses external Delivery Partners. Please see the “Delivery and Collection” section of this document for further details.

Staying Up-to-Date: We believe in constant improvement. That's why we may update these Terms and Conditions from time to time. To ensure you're always in the know, we recommend a quick review of these terms whenever you make a booking.

Safeguarding Your Experience: We value your trust and safety. In line with this, we reserve the right to modify access to our website or cancel bookings as part of our commitment to fraud prevention and ensuring a secure environment for all our customers. If there’s any suspicion of fraudulent activity or money laundering, we act swiftly to protect you and our community.

Our privacy policy can be found here.

Your legal rights: 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.

Our requirements of you

In order to protect our Tailor team, we have certain requirements of you as part of our terms.

Our tailors deserve to work with clean items. If the items we receive are deemed unfit to work with we’ll reach out to you with two options; we can offer to clean your items at our trusted dry-cleaners, or we can return the items back to you. Both options will incur a discretionary charge, to be determined on a case by case basis.

We reserve the right to choose to only return the items back to you, and not clean your items.

If you book a collection for a particular date, we expect you to be available. We provide tracking links and additional communication to reduce the chance of missed collections. We understand that sometimes life happens, and so we are flexible and understanding, but we hold the right to add an additional charge in the event that repeated collection attempts are required.

Changing Your Order

Adding additional services: We understand you’re not a tailor, and so you might not know exactly what your item might need, or perhaps you forgot to add a service when booking but requested it in writing. We are happy to edit your order and add additional services, but we will share a payment link with yourself to pay for the additional cost. We will not return the item until the payment has been completed, unless you choose not to progress with the order.

If you change your mind after our re-quoting of a price, we will refund you for the service. We hold the right to charge additional collection and delivery fees.

Requests for re-tailoring:

If you need a redo that isn’t due to our error, and it involves more than what was initially agreed upon, we may need to charge for the additional service. We'll be transparent about any extra costs and work with you to find the best solution.

We hold the right to charge additional collection and delivery fees.

Please see our Complaints Procedure if you believe we are at fault.

Refunding services not attempted: For whatever reason, you may change your mind on having something done. We’ll refund you for the work was not started.

We do however reserve the right to not issue a full refund in the event that we have incurred a loss due to our own costs of collection and delivery.

In case our tailors can’t service your garment as requested:

Getting the right service for your items: If our Tailors find that the service you've booked isn't quite the right fit for your item, we'll get in touch with some alternatives. You'll have the full freedom to decide whether to go ahead with these suggestions or take a different route.

When we need outside help: Sometimes we might be unable to fulfil an order without outside specialist help. In this event we will contact you to let you know, and explain the additional charge we may require to complete the service. In the event that you do not wish to pay the additional charge, we will provide a full refund for the service.

Handling unavailable services: If you request a service that we do not offer, we will not undertake the work. Although we will look to refund the service, we hold the right to issue a partial refund to account for the logistics cost of sending and receiving your order.

Collection and Delivery to and from SOJO

We have a wide range of ways to get an order from you to us, and from us to you, depending on where you are in the UK. Please find the right section of our terms for you;

Collection & Delivery by SOJO’s own Riders

SOJO charges for collection and delivery, but holds the right to add additional charges in the event that collection or deliveries are missed due to the fault of the Customer.

In the event of issues relating to an order on its journey to or from SOJO, please see our section “Unhappy With Your Service”.

Collection & Delivery by third-party logistics companies inside London

SOJO charges for collection and delivery, but holds the right to add additional charges in the event that collection or deliveries are missed due to the fault of the Customer.

Items in transit are exclusively under the care of our Delivery Partners.

If an order is lost in transit, you must make SOJO aware via email within 14 days from the date it was collected; either from your home, or collected from the SOJO studio. This date is determinable by the automatic emails you will receive from our Delivery Partners.

SOJO will launch and handle the investigation with our Delivery Partner to find your order.

In the event that the order is not found, SOJO will seek to arrange compensation. Please see our section “Unhappy with your service”.

In the event that SOJO is contacted after 14 days, we will be unable to investigate the issue with our Delivery Partner.

If an order is lost after our Delivery Partner delivers the item, you must make SOJO aware via email within 14 days.

SOJO will launch and handle the investigation with our Delivery Partner to find your order.

You must provide all evidence available as requested.

SOJO accepts no liability for stolen goods.

If an order is damaged, you must share photographic proof which shows the damage, state of the package, and the consignment label. You must make SOJO aware via email within 14 days.

In the event of issues relating to an order on its journey to or from SOJO, please see our section “Unhappy With Your Service”.

DPD collection at drop-off points and delivery to home by DPD

SOJO charges for collection and delivery, but holds the right to add additional charges in the event that collection or deliveries are missed due to the fault of the Customer.

Items in transit are exclusively under the care of our Delivery Partners.

If an order is lost in transit, you must make SOJO aware via email within 14 days from the date it was collected; either from your home, left at a drop-off point, or collected from the SOJO studio. This date is determinable by the automatic emails you will receive from our Delivery Partners.

SOJO will launch and handle the investigation with our Delivery Partner to find your order.

In the event that the order is not found, SOJO will seek to arrange compensation. Please see our section “Unhappy with your service”.

In the event that SOJO is contacted after 14 days, we will be unable to investigate the issue with our Delivery Partner.

If an order is lost after our Delivery Partner delivers the item, you must make SOJO aware via

SOJO will launch and handle the investigation with our Delivery Partner to find your order.

You must provide all evidence available as requested.

SOJO accepts no liability for stolen goods.

If an order is damaged, you must share photographic proof which shows the damage, state of the package, and the consignment label. You must make SOJO aware via email within 14 days.

In the event of issues relating to an order on its journey to or from SOJO, please see our section “Unhappy With Your Service”.

Speed of Service

At SOJO, we're all about setting and meeting high standards. We aim for a swift 7-day turnaround on your order. However, this timeline isn't set in stone. It is more of a goal we strive to hit, rather than a legally binding promise.

Quality comes first and sometimes, giving your garment the care it deserves might take a little longer. We never rush a job at the expense of quality. Additionally life has its surprises, and when the unexpected happens, it might nudge our timelines a bit. Below you can read our terms and conditions around our turnaround.

Extended Turnaround Time

Complex orders: Some orders, due to their complexity or special requirements, may take longer than the standard turnaround time. We will inform you if your order falls into this category and provide an estimated completion date.

High volume: During peak periods or times of high demand, turnaround times may extend beyond the usual period.

Unforeseen Delays

Supplier issues: Delays in receiving materials from our suppliers can occasionally extend turnaround times. We’ll keep you updated if this situation arises.

Equipment or technical issues: Should any equipment failures or technical issues occur, we may need extra time to complete orders. We will notify you of such delays and work diligently to minimise them.

Emergency or Urgent Orders

Expedited service: If you require an expedited service, please contact us to discuss the feasibility and any additional charges.

Limitations: While we strive to accommodate urgent requests, there are limits to how quickly certain services can be completed. We appreciate your understanding.

Cancellation due to Delays

Cancellation rights: If we anticipate a significant delay beyond our control, you have the right to cancel the order.

Refunds: In case of cancellation due to extended delays, a full refund will be issued.

Customer Communication

Updates: We will keep you informed about the status of your order, especially if there are any changes to the expected turnaround time.

Contact information: Please ensure your contact details are up-to-date so we can effectively communicate any necessary information regarding your order.

Force Majeure

Uncontrollable events: Events beyond our control (like natural disasters, strikes, or severe weather) may cause unexpected delays. In such instances, the usual turnaround times may not apply, and we will not be held liable for delays caused by these circumstances.

Changes to Turnaround Times

Notification of changes: SOJO reserves the right to adjust these terms as needed. We will communicate any changes effectively to ensure you’re always informed.

Brand Partnerships

If you have made a booking via one of our Brand Partners, it is important that a few things are made clear.

We are two separate companies: Which means that the brands that we have commercial partnerships with will have different Terms and Conditions, Privacy Policies and Service Level Agreements than ourselves. Please feel comfortable with both before making a purchase.

You cannot return an item once you have had it tailored: We’re here to help you love your items, and so please don’t send us the items you’re not yet sure you want. In the event that you wanted to return an item, it is most likely that you won’t be able to. The right to return an item within a certain period (such as the common 28-day return policy) typically applies to goods that are in their original, unused condition. If you have had an item altered, this changes its original state and may void your right to return it under these standard terms.

Some retailers might offer more flexible return policies, but this is at their discretion. It's always advisable to check the specific return policy of the retailer where you purchased the item, especially if you're considering alterations. This policy should outline the terms under which returns are accepted, including any conditions related to alterations or use of the item.

Unhappy With Your Service

We pride ourselves on quality and excellence, but we acknowledge that sometimes, despite our best efforts, things might not go as planned. If you ever find yourself unhappy with your service due to a mistake on our part, here’s how we handle it:

Making it right first: Our initial step is always to try and make things right. We'll offer to redo the service or provide an alternative solution to rectify the issue. Your satisfaction is our priority.

Open and honest communication: We believe in clear and honest communication. If a mistake happens, we’ll explain what went wrong and how we intend to fix it. We're here to listen and work with you every step of the way.

Hassle-free refunds: If we cannot rectify the situation to your satisfaction, we offer a hassle-free refund process. We understand the value of your money and time, and we believe in being fair.

Compensation due to damage: If we agree that reasonable care was not taken, and your item has been damaged by our tailors, we will explore compensation based on the value of the item at point of booking with SOJO.

Compensation due to lost or stolen packages during collection or delivery: If your item has been lost or stolen in transit with our Delivery Partners, to or from SOJO, we will provide compensation based on the value of the item at point of purchase with SOJO - taking into account depreciation over time, and the condition of the garment(s).

Compensation requests are managed directly with SOJO. Please see section Collection and Delivery to and from SOJOfor more details on circumstances for compensation.

We hold the right to request explicit evidence of the value claimed.

Matching expectations with the possible: Tailoring is a craft, and clothes can be more complicated than they seem, and this isn’t determined by price or brand. It is cliche but each item is different, and in particular so is every repair. Our tailors will always do the best job they can and, with their experience, deliver what they think is best; the best fit and best fix are sometimes a balance in delivering durability, and maintaining style. Although we talk about our tailors working magic, sometimes expectations cannot be fulfilled.

All images and/or descriptions of the Services on the Website and App are for illustrative purposes only and actual Services may vary from those images and/or descriptions.

In the event that our Tailors are faced with a choice they feel is best made by the customer, we will reach out to you for a decision.

If you are unhappy about the outcome of your service, please do raise this by emailing our support@sojo.uk support team who will be happy to help.

In the event that we believe our Tailors have done the best possible fit or fix for the garment, we reserve the right to not offer refunds or compensation. We will stand by the craftsmanship of our tailors if we are confident in the fit or fix provided.

SOJO Complaints Procedure

At SOJO, we're committed to providing high-quality products and services. However, we understand that sometimes things might not go as planned. If you're dissatisfied with any aspect of our service, we encourage you to let us know so we can make things right.

How to Make a Complaint

If you're unhappy with a product or service, we encourage you to first discuss your concerns directly with our team. Please email your complaint to our support team at support@sojo.uk. Include as much detail as possible to help us understand and address your concerns.

Investigation Process

We'll thoroughly investigate your complaint, which may involve discussing the matter with relevant Tailors and our Studio Quality Control team.

Resolution

Once we've completed our investigation, we'll contact you with the outcome.

We'll provide a clear explanation of our findings and any actions we plan to take.

If applicable, we'll offer a remedy such as a refund, repair, service redo, or in exceptional circumstances a replacement.

Escalation

If you’re not satisfied with the resolution, you can escalate your complaint to our senior management team for further review.

External Resolution

If we're unable to resolve your complaint to your satisfaction, you can seek advice from relevant consumer protection agencies or pursue alternative dispute resolution methods.

Updating the Procedure

This complaints procedure is subject to periodic review and may be updated to reflect changes in our business practices or customer feedback.

Payments

SOJO has full responsibility for accounting for VAT on the purchase, 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. SOJO 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.

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.

General

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 Terms and Conditions from time to time.

All communications and notices from you must be sent via email to support@sojo.uk or via mail to SOJO, Unit 2, Colour House, Bentley Road, London, N1 4FG. SOJO may communicate and give notice to you via post, email or by posting notices on the Website or App.

Please note our customer support hours are: 9am to 6pm Monday to Friday, not including bank holidays.

SOJO 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, either in communications via phone or email, or in person.

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 booking and/or supply of Services via the Website or App.

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