Footwear Cleaning, Repair & Restoration — Terms and Conditions

Sneaker Pharm Ltd

Last updated: 17 October 2026

These Terms and Conditions apply to footwear cleaning, repair, restoration, resoling and related workshop services provided by Sneaker Pharm Ltd ("Sneaker Pharm", "we", "us" or "our").

They explain the nature of our work, the risks associated with previously worn footwear, the responsibilities of both parties and how cancellations or concerns are handled.

Please read these terms before authorising work.

Important information — please read before proceeding

Footwear cleaning and repair involves working with materials that may already be worn, weakened, aged or damaged.

The following conditions are particularly important:

• Existing material deterioration: Footwear may contain hidden weaknesses, degraded adhesives, unstable dyes or other defects that are not apparent before work begins. Even appropriately performed work can reveal or worsen these conditions.

• Visible changes: Repairs may leave visible stitching, adhesive lines, differences in texture or colour, or other changes to the original appearance.

• No factory-new guarantee: Cleaning and restoration cannot guarantee a new, unworn or factory-original result.

• Repair durability: The life of a repair depends partly on the condition of the original materials. We cannot guarantee that deteriorated components or adjacent areas will remain intact indefinitely.

• Additional work: If previously concealed problems are discovered, we may need to pause the service, revise the recommendation or seek approval for additional charges.

• Estimated lead times: Completion dates are estimates unless a specific deadline has been expressly agreed.

• Cancellation after work begins: Customers may be responsible for work already performed where permitted by law, particularly where they expressly requested early commencement of a service.

• Unsuitable footwear: We may decline or discontinue a proposed treatment where the footwear is too fragile or the work cannot reasonably be performed.

These conditions do not remove your statutory consumer rights. We remain responsible for carrying out our services with reasonable care and skill.

1. Nature of Footwear Cleaning, Repair and Restoration

1.1 Working with existing footwear

Unlike manufacturing a new product, footwear cleaning and repair involves working with existing materials and construction.

Footwear submitted to Sneaker Pharm may contain wear, deterioration, manufacturing defects, previous repairs or damage arising from earlier use, storage or treatment.

Such conditions can affect both the work undertaken and the final result.

1.2 Hidden or pre-existing deterioration

Existing defects may include:

• Dry rot, material fatigue and weakened stitching

• Degraded polyurethane or other foam components

• Oxidised, cracked or brittle rubber and plastics

• Deteriorated or previously applied adhesives

• Unstable dyes, pigments, coatings and finishes

• Delaminating layers or internal structural weaknesses

• Damage from moisture, heat, chemicals or improper storage

• Previous cleaning, repair or modification attempts

Important: Some of these conditions cannot reasonably be identified through visual inspection or ordinary handling. They may only become apparent during cleaning, disassembly, repair or subsequent use.

1.3 Limitations of repair and restoration

Our work is performed within the limitations of the footwear's existing materials, construction and condition.

We cannot reproduce all original factory processes, component tolerances or manufacturing conditions.

We do not guarantee that footwear will be restored to a brand-new condition or that repairs will be entirely invisible.

The agreed service concerns the work to be performed, not an unconditional guarantee of a particular appearance or lifespan.

2. Reasonable Care and Skill

2.1 Our professional standard

Sneaker Pharm undertakes its services with the reasonable care and skill expected of a competent specialist working with used, worn, aged or vintage footwear.

For the purposes of these terms, reasonable care and skill includes:

a. Making a proportionate assessment of the footwear's visible condition, construction and materials before undertaking the agreed work.

b. Selecting and applying products, tools, adhesives, repair methods and techniques appropriate to the condition of the footwear.

c. Exercising professional judgement when identifying reasonably foreseeable risks, limitations and unsuitable treatments.

d. Taking reasonable precautions to minimise avoidable damage during handling, cleaning, repair and restoration.

e. Explaining significant identifiable risks and seeking further authorisation where the nature or cost of the agreed work materially changes.

2.2 Limitations of reasonable assessment

A reasonable assessment does not necessarily require complete disassembly, destructive testing or laboratory analysis of a customer's footwear.

A specialist cannot reasonably be expected to identify every concealed defect or predict every material reaction.

However, those limitations do not remove our responsibility to exercise reasonable professional judgement.

2.3 Outcomes and workmanship

An unsuccessful cosmetic result, material failure or subsequent separation does not automatically establish defective workmanship.

Equally, the presence of aged or damaged materials does not automatically excuse a failure to exercise reasonable care and skill.

Each concern must be considered in light of the footwear's condition, the agreed service, the methods used and the circumstances of the work.

2.4 Statutory rights

Nothing in these terms excludes or restricts the rights provided to consumers under the Consumer Rights Act 2015.

3. Cleaning and Material Risks

3.1 Cleaning methods

Cleaning may involve controlled applications of water, detergents, specialist cleaning agents, steam, agitation, brushing, drying and other appropriate treatments.

Different materials respond differently to these processes.

3.2 Potential changes

Cleaning may reveal or contribute to:

• Colour transfer or dye migration

• Fading or changes in colour intensity

• Changes in texture, finish or surface appearance

• Stiffening, shrinkage or distortion of weakened materials

• Separation of already deteriorated components

• Exposure of existing stains, previous damage or manufacturing flaws

• Cracking, peeling or failure of aged coatings

Important: Pre-existing deterioration can become more visible during cleaning, even when an appropriate method is used with reasonable care and skill.

We cannot guarantee complete stain removal or the preservation of every original surface characteristic.

3.3 Specialist or delicate materials

Suede, nubuck, untreated leather, painted surfaces, coated textiles, vintage fabrics and unstable synthetics may require modified treatment or a recommendation not to proceed.

We may restrict the scope of cleaning where a more extensive treatment would present an unreasonable risk.

4. Repair, Adhesive and Resoling Limitations

4.1 Working with existing construction

Footwear repairs must accommodate the condition and design of the original product.

Existing adhesives, stitching, substrates, construction tolerances and earlier repairs can affect the feasibility and durability of subsequent work.

4.2 Sole regluing

Regluing involves bonding existing components, which may contain residual adhesive, surface contamination, deterioration or structural weaknesses.

Where appropriate, surfaces are prepared and suitable adhesives applied according to the assessment and agreed repair method.

4.3 Visible adhesive and finishing

Important: Regluing and other repairs may produce visible adhesive lines, residue, differences in finish or changes to the original appearance.

Some degree of visibility may be unavoidable because of the construction, condition or accessibility of the affected area.

Where material risks are reasonably identifiable, we will take appropriate precautions and explain significant limitations.

4.4 Bond durability

Adhesive performance is affected by the condition of the bonded materials, previous adhesive contamination, movement, flexing, moisture, temperature and continued wear.

We cannot guarantee indefinite adhesion or prevent deterioration of original components that have not been replaced.

A later adhesive or material failure does not automatically mean the repair was performed without reasonable care and skill.

However, defective workmanship remains subject to the customer's statutory rights.

4.5 Resoling and component replacement

Replacement soles and other components may differ from the original design in appearance, weight, profile, traction or performance.

Where relevant, these differences will be discussed as part of the assessment and agreed work.

A resole does not necessarily remedy unrelated defects within the upper, midsole or remaining original construction.

5. Vintage, Fragile and Heavily Worn Footwear

5.1 Increased risk

Vintage footwear and shoes exhibiting significant material deterioration present additional risks.

Components may become brittle, unstable or unsuitable for the forces normally involved in cleaning or repair.

5.2 Potential failure

Important: Where footwear is materially weakened, handling, cleaning, disassembly or repair may expose or accelerate an existing failure.

This can occur despite the exercise of reasonable care and skill.

5.3 Assessment and suitability

We may recommend a limited intervention, an alternative method or no treatment at all.

An assessment is based on the information and condition reasonably available at the time.

5.4 Customer authorisation

Where significant risks have been specifically identified, we may ask for additional confirmation before proceeding.

Acknowledgement of a disclosed material risk does not constitute a waiver of the customer's legal rights concerning defective workmanship or negligence.

6. Quotations, Additional Work and Customer Approval

6.1 Initial assessments

Quotes and recommendations are based on the information, photographs and footwear condition available at the time of assessment.

Photographic assessments may be provisional until the footwear has been physically examined.

6.2 Additional defects

Previously concealed damage or unsuitable construction may require the proposed work to be amended.

Where a material change to the agreed service or price is necessary, we will seek the customer's approval before undertaking that additional chargeable work.

6.3 Amended quotations

An amended quotation may describe revised work, additional services, alternative techniques or an updated price.

Important: Customers are not obliged to accept additional chargeable work that they have not authorised.

Declining additional work does not automatically remove responsibility for work already authorised and properly performed, subject to applicable cancellation rights.

6.4 No guarantee of feasibility

Approval of a quotation does not guarantee that every proposed intervention will remain technically feasible once concealed components have been examined.

Where work cannot reasonably continue, we will explain the circumstances and discuss available options.

7. Lead Times and Completion

7.1 Estimated turnaround

Published and quoted lead times are generally estimates.

They may vary because of the condition of the footwear, drying and curing requirements, material availability, workshop capacity or the discovery of additional defects.

7.2 Changes to completion estimates

If a material delay becomes reasonably apparent, we will communicate the revised estimate where practicable.

7.3 Agreed deadlines

Important: An estimated completion date is not a guaranteed deadline unless we have expressly agreed to a specific completion date or timeframe.

Where a completion time has been contractually agreed, or where the law otherwise provides a remedy for delay, the customer's statutory rights continue to apply.

7.4 Express cleaning

Express turnaround arrangements apply only to services expressly offered as eligible for that option.

Repair, restoration and resoling are not automatically eligible for express completion.

8. Cancellation, Refunds and Work Already Undertaken

8.1 Requests to cancel

Customers may request cancellation through our published Contact page.

Cancellation rights and any amount payable depend on the circumstances of the agreement, the work already performed and applicable consumer law.

8.2 Online and distance contracts

For qualifying distance or off-premises service contracts, consumers generally have a statutory cancellation period of 14 days beginning when the contract is entered into.

Where the consumer expressly requests that a service begin during that period, the rules relating to work already supplied may apply.

8.3 Early commencement

Important: If you expressly request that work begin during an applicable statutory cancellation period, you may be required to pay a proportionate amount for services already supplied if you subsequently cancel.

This applies only where the relevant legal requirements have been satisfied, including the provision of required cancellation information.

Where a service is fully performed following the necessary express request and acknowledgement, the statutory cooling-off right may be lost as provided by law.

8.4 Cancellation after work has commenced

Where cancellation is permitted, we will assess any amount properly payable for work already performed in accordance with the agreement and applicable law.

Commencement of work does not automatically eliminate every cancellation, refund or statutory remedy.

8.5 Defective services

Where a service has not been performed with reasonable care and skill, customers may have a right to repeat performance, a price reduction or other available legal remedies.

Such rights are not removed by the inherent-risk provisions of these terms.

8.6 Refunds and dissatisfaction

A difference between a customer's preferred cosmetic outcome and the result of an appropriately performed, clearly described service does not automatically entitle the customer to a refund.

However, genuine concerns about whether the agreed service was performed with reasonable care and skill will be assessed individually.

9. Refusal or Discontinuation of Service

9.1 Right to decline unsuitable work

We may decline a proposed service where the condition, construction or safety of the footwear makes the work unsuitable.

9.2 Work discontinued after assessment

If significant hidden defects become apparent after work begins, we may pause the service and explain why further work is not advisable.

9.3 Charges for partial work

Important: Depending on the circumstances, charges may apply for work already authorised and properly performed, even where further restoration proves impracticable.

Any such charge will be assessed in accordance with the agreed service and applicable law. This clause does not create an automatic non-refundable fee.

10. Collection, Delivery and Handover

10.1 In-person appointments and drop-off

Customers may bring footwear to our Manchester atelier for assessment or drop-off during opening hours.

10.2 Postal services

Where footwear is sent by post, customers should package it appropriately and use a suitable tracked service.

Available return delivery methods and charges are presented or agreed as part of the booking.

10.3 Local collection and return

Collection and return may be arranged within eligible Manchester locations, subject to availability and confirmation.

Applicable charges and arrangements will be disclosed before the service is confirmed.

10.4 Handover and subsequent use

Following return or collection, customers are responsible for using, storing and maintaining their footwear appropriately.

We are not responsible for damage caused solely by subsequent misuse, accidental damage or ordinary wear and tear.

Important: Collection or delivery does not remove the customer's statutory rights in relation to any earlier failure to perform the agreed service with reasonable care and skill.

10.5 Courier issues

Responsibility for loss, damage or delay during delivery will be assessed according to who arranged the carriage, the circumstances and applicable law.

Nothing in these terms transfers responsibility to the customer earlier than the law permits.

11. Reporting Concerns and Reviewing Completed Work

11.1 Contacting Sneaker Pharm

Customers who believe there is a problem with completed work should contact us through our published Contact page.

Please provide the Workshop reference, a description of the concern and relevant photographs where available.

11.2 Assessment of concerns

We may request photographs or a physical inspection where reasonably necessary to assess the condition of the footwear and the work performed.

11.3 Factors considered

A review may consider:

• The original condition and age of the footwear

• The service agreed and work completed

• Risks previously identified and explained

• The methods and materials used

• Subsequent wear, handling and environmental exposure

• Whether reasonable care and skill were exercised

11.4 Statutory remedies

Where a statutory remedy is due, it will be provided in accordance with applicable consumer law.

Nothing in this section requires a customer to surrender statutory rights as a condition of reporting a concern.

12. Liability and Consumer Rights

12.1 Inherent material risks

We are not responsible for deterioration or failure arising solely from pre-existing conditions, inherent material limitations or subsequent misuse where the agreed service has been performed with reasonable care and skill and no other legal basis for liability applies.

12.2 Our responsibility

We remain responsible where the law makes us liable, including for a failure to exercise reasonable care and skill.

12.3 No blanket compensation limitation

These terms do not impose a universal compensation cap equal to the price of the service.

Any question of liability, loss or compensation will be determined by the circumstances and applicable law.

12.4 Non-excludable liability

Nothing in these terms excludes or restricts liability for death or personal injury resulting from negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

12.5 Statutory protections

Nothing in these terms affects mandatory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer legislation.

13. Customer Acknowledgement

By authorising work, the customer confirms that they have been given an opportunity to read these Terms and Conditions and any relevant assessment or quotation.

In particular, customers are asked to understand that:

• Their footwear may contain concealed or pre-existing deterioration.

• Material behaviour and cosmetic outcomes cannot always be predicted.

• Visible repairs, altered finishes and varying degrees of restoration may be unavoidable.

• The durability of repairs may depend on original components and their remaining condition.

• Additional chargeable work requires appropriate authorisation.

• Cancellation after work begins may have financial consequences where permitted by law.

• Sneaker Pharm undertakes its services with reasonable care and skill.

Acceptance of these terms does not waive statutory consumer rights or release Sneaker Pharm from liability for defective workmanship or negligence where the law imposes responsibility.

14. Changes to These Terms

We may update these terms periodically.

The terms applicable to an individual booking will ordinarily be those provided or made available when the customer enters into the agreement, together with any subsequent changes expressly agreed where required.

Updated terms will not automatically alter an existing contract.

Sneaker Pharm Ltd
28 Dale Street, Manchester M1 1FY

For enquiries or concerns, please use the Contact page on our website.