Terms & cancellation

These terms apply when you book a clean, restoration or repair with Revive, whether online, from a quote, or at a drop-off. They don’t affect your statutory rights as a consumer.

1. Who we are

TODO_COMPANY_NAME Ltd, registered in England and Wales (company no. TODO_COMPANY_NUMBER). Registered office: TODO_REGISTERED_ADDRESS.

Contact us at hello@TODO_DOMAIN or through the contact page.

2. The contract

Our contract with you starts when we confirm your booking by email, or when you accept a quote and pay. Prices include everything shown at checkout; the return postage option you choose is shown separately.

3. Sending us your pair

• Pack the pair securely and send only the items in your booking — no laces, insoles or boxes unless agreed.
• Our responsibility for your pair starts when it’s delivered to us (or handed over at drop-off) and ends when it’s delivered back to you.
• We photograph every pair on arrival. If what arrives differs from your booking or quote, or needs work you didn’t book, we’ll contact you before doing anything you haven’t agreed to pay for.

4. Doing the work

We carry out every service with reasonable care and skill, using methods suited to each material. Results depend on the age and condition of the materials, so we tell you honestly what’s achievable — and some things can’t be fixed, including popped Air units, degraded reflective panels and crumbling polyurethane midsoles (which we quote individually). Your work may be carried out by one of our trained self-employed technicians, working to our process and checks.

Turnaround times are estimates from when we receive your pair. If yours is going to take longer, we’ll tell you as soon as we know.

5. Approving your photos

Before we post your pair back we send before-and-after photos for you to approve. If you’re not happy, tell us what’s wrong and we’ll look at it again at no extra cost.

6. If something goes wrong

If we don’t perform the service with reasonable care and skill, you’re entitled to have us redo it or, if that isn’t possible, a price reduction. If we damage or lose your pair while it’s our responsibility, we’ll compensate you for its market value, up to £150 per pair (more for grails — just ask). Please tell us the value before you book if a pair is worth more.

We aren’t responsible for faults that existed before we received the pair (we record these in the arrival photos), for the natural ageing of materials, or for loss we couldn’t reasonably have foreseen. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to exclude.

7. Your right to cancel

When you book online or by email you have 14 days from the day the contract starts to change your mind, without giving a reason.

• Before we start work: cancel and we’ll refund everything you paid, including postage, within 14 days. If you’ve already posted the pair, we’ll send it back.
• After we’ve started: because you asked us to start within the 14 days (you confirm this at checkout), we’ll refund the price less a fair amount for the work done so far.
• Once the work is finished, the right to cancel ends — but your rights under section 6 still apply.

To cancel, email hello@TODO_DOMAIN or use the contact form with your order reference. You can use this wording if you like:

To Revive: I hereby give notice that I cancel my contract for the following service: [order reference], ordered on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].

We refund to the payment method you used, within 14 days of receiving your cancellation.

8. If we can’t return your pair

If a return delivery fails or a drop-off isn’t collected, we’ll contact you to arrange another delivery (which may carry a postage charge). If we can’t reach you, or you don’t collect, we’ll send written notice to your last known address and email. If the pair is still uncollected three months after that notice, we may sell or dispose of it as the Torts (Interference with Goods) Act 1977 allows, and we’ll account to you for any sale proceeds after deducting what you owe us.

9. Discount codes and reviews

Discount codes are single-use, can’t be exchanged for cash and expire on the date shown. Welcome codes are limited to one per person. When you review an order on our site we send a thank-you code whatever your rating; published reviews say so.

10. Complaints and the law

If you’re unhappy, contact us first — we reply within one working day. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings there.