Terms and Conditions for Customers

1. Introduction

1.1 Purpose of Agreement

These Terms and Conditions (“Terms”) govern your access to and use of iSeam.uk as a Customer. They outline the legal agreement between you and iSeam.uk, a digital platform facilitating online tailoring, alterations, and clothing repair services. By using the Platform, you agree to comply with these Terms.

1.2 About iSeam.uk

iSeam.uk is an online marketplace that enables Customers to place orders for fixed-price or custom-tailoring services. It connects you with independent Tailors who offer alteration, mending, and fabric repair services on garments, household textiles (e.g. curtains, cushions), or accessories (e.g. hats, pet clothing). iSeam.uk acts as a technology provider and neutral facilitator, not as a tailoring service provider itself.

1.3 Key Definitions

  • Tailoring Item: Any item submitted by a Customer for tailoring, mending, or alteration (including garments, accessories, household or pet textiles).
  • Customer: Any individual or business using iSeam.uk to place tailoring orders.
  • Tailor: A verified service provider who offers tailoring or alteration services on the Platform.
  • Order: A confirmed request by a Customer for tailoring services.
  • Job: An Order that has been accepted by a Tailor.
  • Platform: The website and related services operated under the iSeam.uk brand.
  • Commission: A fee deducted by iSeam.uk from each successful Order before transferring payment to the Tailor.

1.4 Acceptance of Terms

By creating an account, placing an order, or browsing the iSeam.uk website, you confirm that you have read, understood, and agreed to be bound by these Terms. If you do not agree, you must not use the Platform.

1.5 Contact Information

For any questions about these Terms or your use of the Platform, you can contact us at:

Email: [email protected]

2. Account Registration & Access

2.1 Eligibility Criteria

To register as a Customer on iSeam.uk, you must:

  • Be at least 18 years old and legally capable of entering into binding contracts.
  • Provide accurate and complete information when creating an account.
  • Agree to comply with all applicable local, national, and international laws and regulations.

2.2 Creating and Managing Your Account

  • You must register for an account using a valid email address and secure password.
  • You are solely responsible for maintaining the confidentiality of your login credentials.
  • You agree to keep your personal details up to date (e.g. delivery address, contact information).
  • We reserve the right to reject or terminate any account at our sole discretion.

2.3 Account Security and Misuse

  • You are responsible for all activity under your account.
  • If you suspect unauthorised access or a breach of security, you must notify us immediately.
  • iSeam.uk will not be liable for any loss or damage resulting from your failure to safeguard account credentials.

2.4 Termination or Suspension by iSeam.uk

We reserve the right to suspend, restrict, or terminate your account if we believe you have:

  • Violated these Terms
  • Submitted fraudulent or misleading information
  • Engaged in abuse or inappropriate conduct on the Platform
  • Misused services, submitted prohibited Tailoring Items, or caused harm to Tailors or other users

In cases of termination, outstanding orders may be cancelled and applicable refund policies will apply.

3. Using the Platform

3.1 Overview of Services Available

iSeam.uk enables Customers to browse and order from a range of tailoring and alteration services provided by independent Tailors. These may include clothing repairs, size adjustments, household textile alterations (e.g. curtains, cushion covers), and other fabric-related services.

3.2 Tailoring Item Types Accepted

Accepted Tailoring Items include but are not limited to:

  • Personal clothing (trousers, shirts, jackets, dresses, etc.)
  • Accessories (hats, bags, etc.)
  • Household items (curtains, cushion covers, tablecloths)
  • Pet garments or textile items

Customers must ensure that all items submitted are clean, lawful, and fit for alteration. iSeam.uk and its Tailors reserve the right to refuse inappropriate or unsanitary items.

3.3 Fixed-Price Services vs Custom Quotes

Customers may choose from:

  • Fixed-price services listed on the Platform (e.g. hem shortening, zip replacement)
  • Custom orders, where Tailors offer a bespoke quote based on item details and photos

Final pricing includes service cost, shipping (if applicable), and platform commission.

3.4 Restrictions on Use

You agree not to:

  • Use the Platform for illegal or fraudulent purposes
  • Submit counterfeit, stolen, or unsafe items
  • Upload offensive or misleading content
  • Interfere with the functionality or security of the Platform

3.5 Intellectual Property and Content Use

All content on iSeam.uk, including text, graphics, logos, and digital tools, is owned or licensed by iSeam.uk and protected by intellectual property laws. You may not copy, reuse, or distribute any content without prior written consent.

4. Placing Orders

4.1 Order Process Overview

Customers can place an order by selecting a service, uploading item details and photos (if applicable), choosing preferred delivery or drop-off methods, and making payment. Once submitted, the order will be visible to verified Tailors on the platform.

4.2 Order Acceptance by Tailors

Orders are accepted on a first-come, first-served basis. Once a Tailor accepts your order, you will be notified via email or within your account dashboard. You are then expected to send your Tailoring Item to the Tailor within the specified timeframe.

4.3 Packing and Sending Your Tailoring Item

You are responsible for safely packaging and shipping your item, unless using a pick-up service arranged via iSeam.uk. We recommend including a note clearly labelled with “iSeam.uk” and your Order Number, attached to your item.

4.4 Delays in Sending Items

If your item is not received by the Tailor within a reasonable timeframe (typically 7 working days for UK deliveries), the order may be cancelled. Reminder notifications will be sent automatically to help you avoid this.

4.5 Cancellations Before Tailor Acceptance

You may cancel the order at any time before a Tailor accepts it. Once accepted, cancellation is no longer guaranteed and must be negotiated directly with the Tailor. In cases of cancellation after acceptance, refund policies will apply.

4.6 Refusal of Orders by Tailors

Tailors reserve the right to reject jobs due to:

  • Incomplete or misleading information
  • Unsuitable or unsanitary items
  • Services outside their capability

In such cases, the item will be returned to you and refund rules (with or without deductions) will be applied based on the circumstances.

5. Payments and Pricing

5.1 Upfront Payment Requirement

All orders placed through iSeam.uk must be paid in full at the time of booking. Orders will not be visible to Tailors until payment is successfully processed.

5.2 Pricing Models

Two types of pricing are available on the Platform:

  • Fixed Pricing – Standard alteration and repair services offered at preset prices
  • Custom Pricing – Tailor-reviewed pricing based on complexity, material, or custom instructions

Prices include platform commission and customer support fees (where required),

5.3 Secure Payment Processing

All payments are processed through trusted third-party providers (e.g. Stripe, PayPal, Apple Pay) using secure, encrypted technology. iSeam.uk does not store your full payment details.

5.4 Currency and Localisation

Transactions are displayed in GBP (£) by default. Customers outside the UK may be charged in their local currency based on their bank or card provider’s exchange rates and fees.

5.5 Refund Policy Overview

Refunds are handled based on the status and cause of the order:

Situation Refund Policy

  • Cancellation before Tailor accepts Full refund
  • Tailor unable to complete job Full refund
  • Tailoring Not Completed – Customer Issue Partial refund (minus return shipping + admin fee)
  • Completed tailoring but customer is unsatisfied Case-by-case evaluation (see Section 10)

5.6 Administrative and Return Fees

In cases where tailoring cannot proceed due to Customer-side issues (e.g. incorrect item, missing instructions, unrealistic request), a return shipping charge and admin fee will be deducted from your refund. The remainder will be returned using the original payment method.

6. Shipping and Delivery

6.1 Sending Your Tailoring Item

Once your order is accepted by a Tailor, you are responsible for sending the Tailoring Item promptly.

  • Include your Order Number and “iSeam.uk” clearly inside or attached to the package.
  • Use a trackable delivery method for your protection.
  • The item must be sent within 7 calendar days, unless otherwise agreed.

6.2 Late or Missing Deliveries to Tailor

If your item is not received by the Tailor within the expected time:

  • Automated reminder emails will be sent.
  • The Tailor may reject the order if excessive delays occur.
  • Refunds may be processed with deductions (see Section 5.6).

6.3 Return Shipping After Tailoring

Once the tailoring is complete, the Tailor will ship the item back to you using a registered or trackable courier. You will receive:

  • A confirmation that the item has been dispatched
  • Courier name and tracking number (visible in your order dashboard)

6.4 Missed Deliveries and Redelivery

It is your responsibility to be available for delivery or collection. If redelivery is needed:

  • Additional courier charges may apply
  • The order will be marked as “Delivered” once tracking confirms receipt or attempted delivery

6.5 Liability During Transit

While iSeam.uk requires Tailors to use tracked delivery services, we do not assume liability for:

  • Items lost in transit (unless insured and confirmed by courier)
  • Damage caused by improper packaging by the customer
  • Delays caused by courier services or external factors

6.6 Local Drop-off and Pick-up (Where Available)

In select locations, iSeam.uk may offer local drop-off and pick-up points. These must be booked via the platform and confirmed by both parties. Timelines and liability terms are the same as for postal shipping.

7. Order Statuses & Notifications

7.1 Real-Time Order Tracking

Customers can track the progress of their order through the iSeam.uk dashboard. Each key step in the process updates the order status and triggers a notification via email (and optionally SMS if enabled).

7.2 Order Statuses Explained

Here are the main statuses you may encounter as a Customer:

Status Meaning

  • Order Placed – Awaiting Tailor Your order is submitted and awaiting acceptance by a Tailor.
  • Tailor Accepted – Awaiting Item A Tailor has accepted your job; you must now send your Tailoring Item.
  • Item Received by Tailor The Tailor has received your item and work is in progress.
  • Item Tailored and Shipped Back The tailoring is complete, and the item has been dispatched back to you.
  • Job Failed – Customer Issue (Returned) The tailoring could not proceed due to a customer-related issue (e.g. incorrect item, missing parts). Item returned; refund minus fees.
  • Job Failed – Tailor Issue (Returned) The tailoring could not proceed due to the Tailor (e.g. illness, unavailable tools). Full refund issued.
  • Delivered / Completed You have received the finished item. The order is marked as closed.

7.3 Notification Types

Customers will receive automated notifications for:

  • Order placed and payment confirmed
  • Tailor accepted your order
  • Reminder to ship your item (if not received in time)
  • Item received by Tailor
  • Tailoring completed and dispatched
  • Courier tracking info and delivery confirmation
  • If an issue prevents job completion
  • Refund or fee adjustment notice (if applicable)

7.4 Reminder Logic

If you do not send your item within 3 days, reminders will be sent:

  • Day 3: Friendly reminder
  • Day 5: Urgent reminder
  • Day 7: Final warning before possible cancellation

7.5 Responsibility to Monitor Notifications

You are responsible for ensuring your contact details are correct and that you check messages related to your order. iSeam.uk is not liable for missed notifications due to outdated or incorrect email addresses.

8. Customer Responsibilities & Conduct

8.1 Accurate Order Information

Customers must ensure that all details submitted when placing an order are accurate, including:

  • Correct type and description of the Tailoring Item
  • Clear instructions for alteration or repair
  • Accurate delivery and return address
  • Uploaded measurements (if applicable)

8.2 Preparing and Sending Items

When sending Tailoring Items:

  • Clearly mark the package with your name, order number, and “iSeam.uk”
  • Package items securely to prevent damage in transit
  • Include any necessary accessories (e.g. buttons, zippers) if required for the job
  • Ensure the item is clean, odour-free, and suitable for handling

8.3 Prohibited Items

Customers must not send:

  • Soiled, wet, hazardous, or biologically contaminated items
  • Counterfeit goods or items with unclear ownership
  • Items made of prohibited or restricted materials in the destination country (if cross-border)
  • Items that infringe third-party intellectual property rights

8.4 Communication with Tailors

  • Always use the platform’s messaging system to communicate with Tailors
  • Do not share personal contact details or attempt to bypass the platform
  • Remain polite and respectful in all messages; abusive behaviour may result in account suspension

8.5 Receipt and Inspection of Returned Items

Once the tailored item is returned to you, inspect it promptly:

  • Report any issues or damage within 48 hours of receipt
  • Upload photos and use the platform’s support tools for resolution
  • iSeam.uk will mediate disputes where necessary (see Section 10)

8.6 Misuse and Fraudulent Behaviour

The following may result in account suspension or legal action:

  • • Filing false complaints or refund requests
  • • Sending fraudulent or unauthorised items
  • • Repeated failure to send items after order placement
  • • Harassment of Tailors or iSeam.uk staff

9. Returns, Refunds & Dispute Resolution

9.1 General Refund Policy

Due to the personalised nature of tailoring and alterations, refunds are not available once tailoring work has begun, except in cases where:

  • The Tailor cannot complete the order
  • The item is returned without modification
  • There is a verified quality or service issue (see below)

9.2 If Tailoring Is Not Completed

Customer-Caused Incompletion:

If the job cannot be completed due to issues such as incorrect item, unrealistic request, missing parts, or item not received:

  • The item will be returned
  • A return shipping fee and administrative fee will be deducted
  • The remaining balance will be refunded

Tailor-Caused Incompletion:

If the Tailor cannot complete the job (due to skill limitations, illness, or other valid reasons):

  • The item will be returned at no cost to you
  • A full refund will be issued

9.3 If You’re Unhappy With the Work

If you believe the tailoring was done incorrectly or does not match the order:

  • Raise the issue within 48 hours of receiving the item
  • Submit a clear description and supporting photos via your account
  • iSeam.uk will review the case and offer a fair resolution (e.g. partial refund, voucher, or rework by another Tailor)

9.4 Dispute Resolution Process

If a dispute arises:

  1. 1The customer must contact the Tailor using the platform’s messaging system.
  2. If unresolved, escalate the issue to iSeam.uk Support.
  3. iSeam.uk will investigate all evidence and issue a decision.
  4. The decision of iSeam.uk is final unless overruled by UK law.

9.5 Refund Timing

Once a refund is approved:

  • Funds will be returned to the original payment method
  • Refunds may take 3–7 business days to process depending on the payment provider

9.6 No Cash Refunds

Refunds will only be made via the payment method used at checkout. No cash or bank transfer refunds are provided outside this method.

10. Limitation of Liability & Legal Disclaimer

10.1 Platform as a Marketplace

iSeam.uk operates as a marketplace platform that connects Customers with independent Tailors. While we vet and monitor Tailors for quality and reliability, we do not directly employ or supervise them.

10.2 Responsibility for Workmanship

Tailors are responsible for the execution and quality of tailoring services. iSeam.uk does not accept liability for:

  • Dissatisfaction with fit or style (unless clear error or fault is evident)
  • Minor differences in colour, stitching, or measurements due to subjective interpretation
  • Damage arising from customer-supplied instructions or mismeasurements

10.3 Delivery & Postal Services

While we facilitate order tracking and shipping, iSeam.uk is not responsible for:

  • Delays caused by postal services or couriers
  • Loss or damage during transit (unless sent using insured and tracked methods)
  • Incorrect shipping addresses provided by customers

10.4 Indirect or Consequential Losses

To the fullest extent permitted by UK law, iSeam.uk is not liable for any:

  • Loss of use, profit, opportunity, or goodwill
  • Business interruption or reputational damage
  • Costs arising from missed events (e.g. weddings or formal occasions)

10.5 Maximum Liability

iSeam.uk’s liability in any case shall not exceed:

  • The value of the specific order in question
  • Or £150, whichever is lower

10.6 Force Majeure

iSeam.uk is not liable for any failure or delay caused by circumstances beyond its control, including but not limited to:

  • Natural disasters, pandemic, fire, flood
  • Strikes, postal service disruptions
  • Internet outages, war, or government intervention

10.7 Legal Jurisdiction

These terms are governed by and interpreted in accordance with the laws of England and Wales.

Disputes arising will be subject to the exclusive jurisdiction of the UK courts.

11. Account Closure & Termination

11.1 Voluntary Account Closure by Customer

You may request to close your iSeam.uk account at any time by:

  • Visiting your account settings and selecting “Close My Account”
  • Or contacting our support team via the platform

Please note:

  • Any ongoing orders must be completed or cancelled before closure
  • Historical order and payment data may be retained for legal or regulatory purposes (see Section 12)

11.2 Suspension or Termination by iSeam.uk

iSeam.uk reserves the right to suspend or permanently terminate your account if you:

  • Repeatedly violate the platform’s terms or policies
  • Engage in fraud, abuse, or attempts to bypass the platform
  • Harass or threaten Tailors, staff, or other users
  • Upload false, misleading, or harmful information
  • Fail to fulfil responsibilities regarding item shipping or communication

11.3 Notice of Termination

In most cases, we will attempt to notify you in advance of any suspension or termination, explaining the reason unless doing so:

  • Violates the law
  • Risks the integrity of the platform or safety of users
  • Compromises an ongoing investigation

11.4 Consequences of Termination

If your account is terminated:

  • Access to your order history, profile, and messages will be revoked
  • Any in-progress orders will be reviewed for resolution or refund
  • Re-registration may be restricted

11.5 Appeals & Reinstatement

If you believe your account was suspended or terminated in error:

  • You may submit an appeal to [email protected]
  • Include your full name, account email, and explanation
  • iSeam.uk will review and respond within 14 working days

12. Data Protection & Privacy

12.1 Compliance with UK Data Protection Laws

iSeam.uk is committed to protecting your privacy and adheres to all applicable UK data protection laws, including the UK GDPR and the Data Protection Act 2018.

12.2 Information We Collect

When using the platform, we collect personal data necessary for account creation, communication, and order fulfilment, such as:

  • Full name, email address, and phone number
  • Shipping and billing address
  • Measurement data and order history
  • Payment information (processed securely via third-party providers)

12.3 How We Use Your Data

We use your data to:

  • Process and fulfil your orders
  • Facilitate communication with Tailors
  • Provide customer support
  • Send service-related notifications
  • Improve platform experience through analytics and feedback

We do not sell or share your personal data with unauthorised third parties.

12.4 Data Storage & Security

All data is securely stored on encrypted UK-based or GDPR-compliant cloud servers.

We implement strict technical and organisational measures to prevent unauthorised access, loss, or misuse of data.

12.5 Sharing Data with Tailors

Relevant data (e.g. order details, shipping address, measurements) is shared with the Tailor fulfilling your order.

Tailors are contractually obligated to keep your information confidential and use it only for completing your service.

12.6 Marketing Communication

You may choose to receive updates and promotions from iSeam.uk.

You can opt in or out at any time via your account settings or unsubscribe link in emails.

12.7 Data Retention

We retain customer data only for as long as necessary to:

  • Provide our services
  • Comply with legal and tax obligations
  • Resolve disputes and enforce agreements
  • Inactive accounts may be anonymised after 36 months of inactivity.

12.8 Your Rights

As a UK user, you have the right to:

  • Access, rectify, or delete your personal data
  • Object to or restrict processing in certain cases
  • Request data portability
  • Lodge a complaint with the Information Commissioner’s Office (ICO)

Requests can be submitted to: [email protected]

13. Amendments to Terms

13.1 Right to Modify Terms

iSeam.uk reserves the right to update, amend, or modify these Terms and Conditions at any time, in whole or in part, to reflect:

  • Changes in the law or regulatory requirements
  • Updates to our platform, services, or policies
  • Improvements to user experience, security, or functionality

13.2 Notice of Changes

When changes are made, we will:

  • Post the updated Terms on the iSeam.uk website
  • Notify active users by email or in-app messaging where appropriate
  • Clearly indicate the effective date of the new terms

13.3 Continued Use as Acceptance

Your continued use of the iSeam.uk platform after such changes are made constitutes your acceptance of the revised Terms and Conditions.

If you do not agree with the revised terms, you may:

  • Close your account as outlined in Section 11
  • Contact support for assistance regarding open orders

13.4 Version Control

The latest version of these Terms and Conditions will always be available at:

https://www.iseam.uk/terms-and-conditions-for-customers/

14. Contact & Support

14.1 Customer Support Channels

If you have any questions, concerns, or require help with your order, you can contact our Customer Support team through the following channels:

  • Email: [email protected]
  • Contact Form: Available at www.iseam.uk/contact
  • Support Dashboard: Log in to your account and raise a ticket via My Account > Support

14.2 Hours of Operation

Our customer service team is available:

  • Monday to Friday: 9:00 AM – 6:00 PM (UK time)
  • Excluding public holidays

We aim to respond to all inquiries within 24–48 business hours.

14.3 Urgent Issues or Escalations

For urgent matters such as:

  • Missing tailoring items
  • Non-receipt of services
  • Payment or refund issues

Please mark your email or support ticket as “URGENT” for prioritised handling.

14.4 Tailor Disputes

If you encounter an issue with a Tailor or received service:

  • Use the Order Dispute function within your order details page
  • Submit supporting evidence (e.g. images, courier proof, messages)
  • Our Dispute Resolution Team will review the case and follow up accordingly

14.5 Accessibility

We aim to provide inclusive and accessible customer support. If you require assistance due to disability or language support, please let us know, and we’ll do our best to accommodate.