Terms & Conditions

Terms & Conditions

Please read all the terms and conditions set out in this document. The purpose of the document is to give you a clear and precise understanding of our promise to you and what you may expect when entering this contract. This document is regularly updated with new useful information for the customer and our website will have the most recent version available for your guidance. This will also be available via email upon request. The commencement of work is subject to the existing and current Terms and Conditions. If you are unsure of anything within this document, please don’t hesitate to contact us and we will be happy to elaborate on and clarify any queries you may have.

Contents of Terms of business:

  1.          Definitions
  2.          Contract
  3.          Responsibility
  4.          Quotations, Estimates & Costs

4.1       Initial Assessment       

4.2       What’s Included

4.3       Samples

4.4       VAT

4.5       Additional Work

4.6       Quote Validity Period and Price Increases

4.7       Accepting Quotations

5.         Products & Services

5.1       Finishing Products

5.2       Upholstery Interior Materials

5.3       Design Reproduction

5.4       Stitching

5.5       Leather

5.6       Colour Matching

5.7       Effects/Shades and Finishes

            -Antiquing

            -Two-tone

            -Metamerism

5.8       Cosmetic Repairs

5.9       Dying and Re-colouring

5.10     Body Oils

5.11     Leather Restoration

            -Aniline

            -Wax and Distressed

5.12     Logistics

            -Collections and Deliveries

            -Courtesy Furniture

            -Timescales and Delays

            -Damage Risk

5.13     Health and Safety Regulations

  1.          Invoicing & Payments
  2.          Cancellation and Refunds
  3.          Guarantee of Work
  1. Unwanted or Unclaimed Items & Storage Costs
  2. Dispute Resolution & Legal
  1. Definitions

In these Terms of Business the following definitions apply:

  • The Company”, “We”, “Us” – means Leather Doctor Ltd, 10-12 High Street, Chobham, Surrey. GU24 8AA
  • Client” “Customer” “You”- means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the services are supplied by the Company.
  • Services”, “Works”- means the services carried out on behalf of the Company.
  1. Contract
  • These Terms and Conditions represent a contract between Leather Doctor Ltd and the Client.
  • Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
  • The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email or letter shall constitute the Client’s acceptance of these Terms and Conditions.
  1. Responsibility

To ensure we provide you with a good professional service we have set the following standards:

  • We endeavour to be clear and consistent in delivering our brand to you at all times by;
  • Communicating in writing/email on our letter heads, clearly showing the Leather Doctor logo.
  • Technicians and Collection & Delivery drivers will be in Leather Doctor signed vans and branded uniform.
  • Upon request, we can provide testimonials and recommendations, which are also available to view online via our website & our company Check-a-Trade profile, featuring regular and up to date customer feedback for your perusal, reassuring you of our promise.
  • Upon request we can provide details of our Public Liability Insurance, ensuring delivery of a high standard business practices.
  • Upon request we can provide details of our Health and Safety policy and any relevant risk assessments, ensuring delivery of a high standard of business practice to our clients.
  1. Quotations, Estimates and Costs
  • 4.1

Quotations are based on the inspection and assessment of furniture either in the client’s property, the viewing of photographs sent via email showing the problem or a verbal description given over the telephone. All estimates produced from assessments of photos and verbal descriptions should be used as a price guide only. These are subject to change. A more accurate costing will be confirmed on further inspection.

  • 4.2

All written quotations are broken down into detailed items to show the cost allocation, detailing each item included. If any specific detail discussed with our assessor verbally is not included in the breakdown, please highlight this with our office and we can amend the quote accordingly. If further items not detailed in the breakdown are highlighted in the workshop, we will bring this to your attention and quote if necessary.

  • 4.3

In some instances, we may offer a sample of the proposed work on a small area of the furniture i.e. footstool, cushion or piece of leather. This may be quoted for and chargeable at the agreed cost, whether the job is authorised to proceed or not. Samples which are agreed upon are then the exact guideline our technicians will use for the overall job. Upon completion of the job, if the customer changes their mind, moving away from the agreed sample provided and agreed on, this may be accommodated but would be quoted for and charged as additional work.

  • 4.4

We are VAT registered and all our quotations are PLUS VAT.

  • 4.5

Services proposed will be confirmed by written quotation. If upon work commencing further inspection highlights additional works are required/recommended, this will be advised verbally and confirmed in writing in the form of an amended document from the original quotation and will then form part of the original contract if authorised by the Client. Any additional work proposed is usually offered at a discounted rate due to it not being proposed in the initial quotation. The Client must appreciate that with furniture interiors, some internal issues are not apparent until covers are stripped from the frame and we get full access and visual inspection of the interior. There is also the possibility of external issues which can arise upon commencement of repairs to furniture. e.g. Once we start cleaning heavily soiled leather, this may highlight issues with the leather surface that were not visually apparent upon initial inspection. Due to increased lead times, there may be further deterioration of the issues inspected and quoted for from our initial assessment. If the issues worsen between the time of the assessment and the commencement of work, this may result in a change in the proposed work e.g. fatigued leather may require replacement. Any additional work proposed will only be carried out with the agreement of the client.

  • 4.6

All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 1 year from the date of quotation. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. In the current economic climate, we are constantly assessing our suppliers to ensure we are getting the best prices without compromising on quality for our customers. Following the global pandemic and political unrest in Russia and Ukraine, there have been price increases from across the board, which have unfortunately seen our 1st price increase in many years. As prices may continue to increase for materials and business running costs, we could see an increase once more. If this is the case, we have no option than to pass this on to our customers, which could affect the price quoted if the increase occurs before the commencement of work. Of course, we will make you aware of any increase and you are under no obligation to proceed with the work at that stage. We will endeavour to keep any increases as low as possible and we thank you for your understanding and ongoing support.

  • 4.7

Acceptance of quotations must be confirmed in writing, we will accept this as your agreement to these terms and conditions

  1. Products & Services
  • 5.1

All of our cosmetic solutions i.e. Cleaning, preparing, re-colouring, re-dying, repairs, re-antiquing etc. to the surface of the leather are completed using the highest quality professional leather cleaners, pigments, top coats etc. in the industry.

  • 5.2

Any replacement upholstery elements i.e. webbing, springs, foam interiors, fibre fill etc. are sourced from the highest quality suppliers in the UK and comply with industry standards. Padding out of interiors will restore the seats resilience. Baggy and stretched leather cannot be corrected by this solution.

  • 5.3

Although we achieve excellent results in design reproduction, we are essentially re-producing the original design by hand and therefore there may be differences in the overall finish compared to the original finish produced by machine in a manufacturing line.

  • 5.4

All original stitching will be preserved to the best of our ability during restoration. If there are replacement panels being sewn by machine, we will select a thread with the closest matching thickness and colour to the existing stitching, though this may vary to a certain degree if the exact match is not available. Any contrast stitching on leather that is being renovated/recoloured will result in the same colour as the leather as this cannot be avoided in the spraying process. Therefore, any matching pieces, not being re-coloured will have different stitching to the recoloured item. We endeavour to re-create any show stitching which is being replaced, however this is not always possible due to the machines we have available and bespoke stitching created in manufacturing. Length of stitching can also vary, again we will use the machine with the closest stitch setting available.

  • 5.5

All replacement leather is sourced from a range of UK tanneries (or abroad if required). Our main aim when sourcing replacement leather is to achieve the closest match to the existing leather in terms of colour, quality, and grain. Ultimately when choosing a leather to match existing leather, we will prioritise colour and grain (i.e., aesthetics) over gauge of leather. Therefore, there could be a heavier or light gauge (thickness) of leather used to achieve the best overall result. On rare occasion, we may not be able to obtain a good grain match if the leather is an old trend which is dated or   no longer produced in general. Under these circumstances we will obtain a best match possible. Matching leather is our speciality, and it is a service which sets us aside from our competitors.

  • 5.6

Our 100% colour match guarantee promise is another service which sets us aside within our industry. We can alter the shade, effect, and finish of any replacement leather if it is not a 100% match as we have trained Leather Colour Technicians who match colour by eye and a mini tannery & spray booth onsite to produce the desired result.

  • 5.7

Antiquing:

Our leather technicians can re-create different effects such as shadow antiquing and mottled effects. Shadow antiquing is an affect created where a dark dye is applied to a lighter base coat, particularly to the deeper folded and deep-buttoned areas of the piece. This effect is commonly found on Chesterfield or deep buttoned pieces. This effect wears off with usage and overtime results in showing mainly the base colour. When we are re-antiquing back to the original, the result can appear quite dark as the customer has got used to the lighter base colour. Of course, we can achieve any level of antiquing depending on the customers preference and upon request our technicians can provide a sample showing the options available.

Two-tone and mottled:

Re-creating mottled/two-tone can be successful to a certain degree on flat areas. However, to achieve a mottled effect on upholstered leather where there are creases and folds is extremely difficult and not always possible. We will match as closely as possible to the original effect and the colour match will be 100%.

Metamerism

With certain coloured leather there can be an appearance of a difference in shade, particularly as a result of the new leather surface if the grain and base colour differs slightly to the original leather.  This is due to light refraction changing the appearance of the shade of colour in different lights, daylight, or artificial light for example. Seats and backs can also appear different shades in sunlight due to the angle of the cushions, seats being flat and backs being upright and the angle in which the light hits the leather. Even though the colour is the same all over, it may appear different through metamerism; a phenomenon that occurs when two colours appear to match under one lighting condition, but not when the light changes. 

  • 5.8

Our cosmetic repair process for small areas of damage i.e., cuts, scuffs, scratches etc. is very successful and depending on the extent of the damage, we can usually achieve a 95-100% successful repair, with an invisible result at best and an appearance of a slight natural scar at worst. It is our 100% colour matching which makes our repair finishes so good.

  • 5.9

We cannot accept responsibility for any dye bleeding into lining of garments when carrying out a complete re-dye. We endeavour to protect the lining by masking off the area, though it is not always successful and can on occasion bleed through. We mask off all areas of lining and zips when re-colouring furniture to protect from overspray, though on occasion these un- exposed areas could be lightly affected by overspray of colour applied to the leather. If this happens, we will attempt to remove this to the best of our ability.

  • 5.10

We successfully restore leather affected by body oils with very good, long-lasting results. Set out below is a guide for the customer advising on body oils re-occurring after restoration and how to prevent/delay this.

There are external factors (such as change in hormones, taking/increasing or change of medication) which affect the enzymes in the body oils secreted, which absorb into and damage leather. Temperature of the body and the room will also have an impact on how body oils affect leather. Solutions recommended to help prevent/delay further damage from body oils are as follows:

  • cleaning regularly in the areas where the body comes into contact with the leather (e., headrest/armrest).
  • cover leather that is positioned in direct sunlight.
  • Fail-safe solutions to help to prevent contact completely are removable leather cover/caps or throws, which can be removed and cleaned regularly. We can quote for making up colour matched leather covers for headrest and armrest areas.

Cleaning the problem areas is paramount to preventing the body oils building up as rapidly going forward. We will recommend which maintenance and protection products you should be using for ongoing durability.

  • 5.11

Aniline:

When restoring Aniline leather, we endeavour to maintain the natural look and supple feel/handle of the leather as best we can. However, there are parts of our restoration process and recolouring products which changes the properties of this type of leather. Full Aniline leather is manufactured by drum dying, which is impossible to re-create on an upholstered piece.  The end result may have a slightly harder feel due to the pigment element as well as the top-coat required to seal in the colour. The leather will become more supple with usage after renovation. We achieve a good result of keeping to the original look by applying a matt finish. Most full aniline leather restoration will result in a semi-aniline or finished (if required) leather finish. The plus side is there is more durability with this finish as full aniline leather is much more vulnerable in general.

Wax and distressed:

Restoring faded wax and distressed leather can result in a very good approximation of the original finish. The condition of the leather determines how good the achievable result. If there are body oils being removed and/or substantial wear, the finish may result in a harder and flatter feel where grain is possibly lost, though the colour will be perfectly matched and therefore uniform with the surrounding areas.

5.12

Collections and Deliveries:

Our collection and delivery service is provided by our own staff. Our appointment times are booked with a 2-hour time slot for arrival. There must be time given for the customers furniture & any loan furniture to be covered and loaded or unloaded from your home, and any documentation/payments organised. This could take up to ½ hour. All furniture will be covered with protective covers before being uplifted from your home and again on delivery before leaving our workshop.

Courtesy Furniture:

We offer all of our customers’ loan furniture as a courtesy while we have furniture in for restoration. Whilst we endeavour to provide the same amount of seating as we take away, this is not always possible as our furniture is limited. We also try our best to supply clean, practical furniture as loan, however it may not be the best furniture, though is ultimately for the customers’ temporary convenience.

Timescales:

Our timescales are usually between 12-30 weeks (depending on time of year) from the point of order to booking of collection, and 2-4 weeks for the job to be completed. These timescales vary depending on time of year i.e., the build up to Christmas is extremely busy so the lead time for collections can be greater.

Please note that our estimated times are given in good faith based on the information we have at the time. We may experience delays due to the unforeseen circumstance which are out of our control causing worldwide supply chain issues and material shortages. This could be a result of political unrest, natural disasters etc. also staff illness would be an unforeseen circumstance causing delay in production. We will do our best to keep you fully informed of timings and any changes to these. Once furniture is being worked on, if there are any parts or products required which will delay the process we will keep the customer updated throughout. This is unusual as most of our suppliers deliver within a few days at the most.

Damage Risk:

Whist we take great care with furniture removal & delivery, we do request that all access is clear and any valuable items be removed from the pathways so we can maneuver the furniture with as much ease as possible. We cannot accept responsibility for damage caused to items during uplift/delivery which are a result of the items not being cleared or protected prior to the appointment.

We endeavor wherever possible to avoid any damage to fixtures and fittings in the customers home when removing/delivering furniture, however on the rare occasion that damage is unavoidable, we will assess the extent of the damage and if we are at fault we will make the necessary arrangements for repairs to be undertaken on our behalf. We cannot take responsibility for removing fixtures and fittings such as doors, radiators, windows etc. to allow access to remove furniture.

Access:

  • If you are aware that your furniture needed fixtures to be removed in order to gain access when the furniture was originally delivered, we ask you to arrange for this in preparation of the removal or delivery of the furniture. If our delivery team are delayed by having to remove any fixtures and fittings, this could result in additional charges to you for the collection and delivery if it affects us running late for further deliveries. It is the client’s responsibility to make us aware of any home/property alterations/details that may affect the removal of the furniture.
  • 5.13

Our leather care maintenance products adhere to all GHS, CLP & COSH standards. Our products are formulated and supplied by Stahl in Holland and are professional standard products specially adapted and formulated for domestic use. Safety Data Sheets can be supplied on request for our products if required.

  1. Invoicing and Payments
  • Upon authorisation of services proposed & receipt of a Purchase Order from the client a VAT invoice will be issued.
  • For works due to be carried out under workshop conditions: Our payment terms are 50% of the total bill due upon collection of the furniture and the remaining balance is due upon delivery of the furniture and satisfaction of the work. For works due to be carried out in situ: Our payment terms are payment upon completion and satisfaction of the work.
  • The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 10% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.

The Company reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.

  • The Client must make payment either by cash, cheque, bank transfer, Credit or Debit card or PayPal. We are fully compliant with PCI DSS regulations. There is a 3-4% charge to us for PayPal payments depending on the amount. Our preferred payment is by bank transfer or Debit Card. Our bank account details are as follows:

HSBC – Leather Doctor Ltd. Account Number:71509802 Sort Code:40-21-27

  1. Cancellations and Refunds
  • The Client reserves the right to cancel the scheduled service.
  • For jobs to be uplifted to our workshop, if the work has already commenced, the Company will bill the Client for any proportioned loss accumulated in time and materials. 
  • For jobs to be carried out in situ, The Client must pay 50% of the booked service if we arrive at the Clients home and the appointment is failed by the Client without any notice of cancellation given.
  • Collection & Delivery appointments are planned alongside other customers, with careful consideration of volume of furniture in our van and geographical location. Therefore, we need at least 24 hours’ notice if this appointment needs to be re-scheduled.
  • No refund claims will be granted once the service has been carried out.
  • Refunds will be issued only if a deposit has been paid and the order is cancelled prior to commencement of the works.
  1. Guarantee of Work
  • All our works carry a standard 1 year guarantee. This is subject to a reasonable level of care and maintenance by the client, which is set out by The Company in a set of guidelines for maintenance after restoration upon completion of work.
  • After the 1 year period has lapsed, our procedure is to inspect any issues arising with the work we have carried out and, if related the original repair, The Company will assess the cause of the problem and if our results find our repair to be at fault, we will honour the repairs required to resolve the problem.
  • We cannot guarantee cosmetic repairs on damage that is a result of a failed repair by a previous service provider. We cannot predict further issues which could be caused by the previous attempted/failed repair and products used which we’re not familiar with. We will attempt to remove and correct previous failed repairs, which is usually a successful outcome. Similarly, we cannot guarantee a repair which is carried out after a DIY removal or repair of damage has been previously attempted by the customer as we may not have the knowledge of the reaction between the product used once our products are applied. We endeavour to remove any remanence of products used in our preparation of repair and therefore it is very rare for a previous product or substance used to affect our repair process.
  • We cannot accept responsibility for damage caused through environmental factors or wear and tear to furniture e.g.:
    • Dye transfer, dirt or staining
    • Body Oils & production of enzymes from medication secreted through body oils
    • Animal damage
    • Accidental damage
    • Damage caused by cleaning products other than ours.
    • Fatigue appearing on original leather
    • Fatigued linings
    • Previous failed repair re-emerging
  • NB: If any of the above issues are apparent when furniture in in our workshop, we will propose a solution as additional work as detailed in Section 4. Point 5
  1. Unwanted/unclaimed items and storage costs
  • Any leather items left in our workshop for over 3 months will be discarded of appropriately.
  • We will contact you to remind you we have your item and give you advance notice of deadline for collection before we discard of the item.
  • Any large items which cannot be removed within the arranged timeframe will be stored by arrangement with the company for a limited period of time at a cost to the customer. Advance notification of this will be given.
  1. Dispute Resolution & Legal
  • We will acknowledge any complaints which are brought to our attention via phone, letter or email by written response within 7 days, detailing our understanding of the complaint to ensure we have the correct details of the complaint being made.
  • We will begin an investigation into the complaint by speaking to the relevant staff and gathering information from any files and correspondence relating to the customer and the complaint. We may request photos and if we consider it necessary, we may need to arrange a physical inspection of the furniture or leather item. In some instances, it may be necessary to obtain and independent report from a 3rd party for a second opinion. This could involve leather testing in a lab. If, the outcome is in favour of the company the client will incur the lab charges. These will be proposed to the client before any tests are ordered.
  • Once we have completed our investigation, we will inform you of our findings and whether there is a fault, or no fault found and what if any action we propose to take to resolve the complaint.
  • If our negotiation or mediation procedure fail to resolve the complaint then an “Alternative Dispute Resolution” (ADR) will be proposed and if necessary, appropriate further avenues such as Adjudication, Litigation & Arbitration will be instigated.
  • All of our customers have the right to be heard, understood and respected. Our staff also have these same rights. As an organisation, we have a zero-tolerance approach for abuse towards our staff. We ask our staff to be polite, helpful and sensitive to your needs and circumstances. We do not tolerate physical, verbal or written abuse of our staff. Please treat them with respect. Aggressive, violent or abusive behaviour will not be tolerated and may result in your services being restricted. In extreme cases, we may contact Police.
  • These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England and Wales.

Privacy Policy Notice

This Privacy Policy Notice explains how our organisation, The Leather Care Academy – Trading as “Leather Doctor”, will use and handle your personal data.

We respect your privacy and are committed to protecting your personal information.

  1. What personal information we collect:
  • Name
  • Address
  • Tel/email
  • Card Payment information
  • Social Media posts
  • Photos
  1. How we collect and use your personal information:
  • We collect information when you register with us via phone, email or through our website to engage in our services or place an order for our products.
  • We use your contact information to directly communicate with you when booking appointments and sending written correspondence such as quotations, invoices and general communication and updates in relation to the product or service we are providing you with. We may contact you in the future to advise you of offers and updates on the products and services which are relevant to the aftercare and ongoing maintenance of your leather. We may use any photos of your furniture in marketing material on or off-line unless specifically requested not to.
  • We only collect the data we require for communicating with you regarding your enquiry and order.
  • When processing card payments, your card number and address details will be shared through a secure card payment machine and processed through a third party, WorldPay. Card details are immediately shredded once the payment has been processed. Merchant copy receipts are retained for accounting records in a locked fireproof cabinet in our locked and alarmed premises.
  • Your information may be shared with us or by us via a 3rd party associate business directly involved in the service or product we are providing you with. EG if we are reporting to an insurance company on a claim under your policy, we will use your personal details in the correspondence to the 3rd party when directly relating to your claim. We may also engage in the services of a sub-contractor to facilitate the job and if required, your data will be shared with them. We will obtain your permission prior to sharing with relevant associate businesses involved in your job.
  • Your personal information WILL NOT be shared with any 3rd party for any purpose other than those directly relating to the service or product you are procuring from us.
  • We may use your name and address when liaising with you via postal or courier services to send you products, samples, return items or general letter correspondence.
  • It is necessary for us to collect your personal information to enable us to engage in a contract with you and for us to provide the product or service you are purchasing from us.
  1. Data Retention Periods:
  • We will retain your data on our CRM for 12 months after your order/ job is complete to allow for any concerns with the order to be dealt with accordingly with the relevant information available. The CRM system is cloud based and password protected.
  • To comply with standard accounting regulations, we will retain your data on our book-keeping software for 6 years. Our accounting records are cloud based and password protected.
  1. Your Individual Rights:
  • You have a right to:
  • Request access to the personal information we hold for you at any time.
  • Request rectification of the personal information we hold for you, should any of your information be inaccurate or incomplete.
  • Request erasure of your personal information should you wish for your data to be deleted from our records.
  • Restrict processing of your personal information if you wish to suspend our processing of your personal data at any time.
  • Request of data portability if you wish for us to transfer your data to another party.
  • Request to object to the processing of your personal information at any time.

If you wish to exercise any of the rights set out above please contact info@leather-doctor.co.uk

  1. Data Protection Authority:

You reserve the right to make a complaint for data protection issues to the Information Commissioners Office (ICO)

We would appreciate the opportunity to respond to any date protection concerns you may have before taking it to the ICO.

  1. Consent:
  • By continuing to engage in our services after receiving this document is authorisation as an acceptance of the terms set out in our Privacy Policy.
  •  
  1. Contacting Us:
  • You are welcome to contact us with any queries you may have regarding our privacy policy or any general issue in relation to your data protection.
  • info@leather-doctor.co.uk or 01276 856668