Terms and Conditions (United States)

These terms and conditions outline the rules and regulations for repair booking, processing, and completion through our Website.

By accepting these terms and conditions, you are agreeing to the terms below. Please read them carefully.

Definitions

The following terminology applies to these Terms and Conditions, Privacy Statement and all Agreements:

  • "Client", "You" and "Your" refers to you, the person accessing this Website and accepting the Company's terms and conditions.
  • "The Company", "Ourselves", "We", "Our" and "Us" refers to Circular Concierge Ltd.
  • "Party", "Parties", or "Us" refers to both the Client and ourselves.
  • "Services" refers to the footwear repair services offered through this Website.
  • "Booking" refers to your purchase or reservation of Services through the Website.
  • "Cobbler" refers to the independent repair professional who will perform the Services you book.

All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner for the express purpose of meeting the Client's needs in respect of provision of the Company's stated services.

About Us

This booking Website is operated by Circular Concierge Ltd (trading as "CICON"), a company registered in England under company number 14174582 and whose registered office is at 7 Bolton Road, Ashton-In-Cobblerfield, Wigan, England, WN4 8AA.

CICON's role is as a facilitator – we match the right repair service to specific shoe faults and manage the booking and payment process. We are not a direct service provider. The actual repair work is performed by independent, pre-vetted repair professionals (Cobblers).

Two Separate Contracts

When you book Services through our Website, you create two binding legal contracts:

  1. CICON Contract – A contract between you and CICON under which CICON has certain responsibilities to you in relation to the booking process, payment processing, and customer support.

  2. Cobbler Contract – A contract between you and the relevant Cobbler for the actual provision of repair Services.

Important: CICON acts as a commercial agent on behalf of the Cobbler. When you pay for Services via the Website, your payment is received by CICON on behalf of the Cobbler. Our receipt of correct payment discharges your debt to that Cobbler.

This means: While we carefully vet our Cobblers and facilitate the booking process, CICON is not responsible for the quality of the repair work itself. The Cobbler is directly responsible for providing the Services you book.

Acceptance of Terms

By using this Website and booking Services, you confirm that:

  • You are at least 18 years of age
  • You have the legal capacity to enter into binding contracts
  • You accept these Terms and Conditions in full

We reserve the right to:

  • Amend these Terms and Conditions from time to time
  • Withdraw access to our Website
  • Cancel any Booking if you fail any credit or fraud prevention check
  • Cancel any Booking where we reasonably suspect fraud, money laundering, or violation of these terms

Please check these Terms and Conditions each time you make a Booking, as the version in effect at the time of your Booking will apply to that transaction.

Services

Service Standards

Our Cobblers are under a legal duty to provide Services that conform to the Cobbler Contract and are performed with reasonable care and skill.

All Services shown on the Website are:

  • Subject to availability
  • Shown with images and descriptions for illustrative purposes only
  • May vary from those images and descriptions based on the actual condition of your items

Cobbler Information

We require our Cobblers to ensure that all information provided for display on their profile is accurate, complete and not misleading. However, we cannot independently verify all information provided by Cobblers. It is each Cobbler's responsibility to ensure accurate listings.

Your Responsibilities

You (or the person receiving the Services) are solely responsible for:

  1. Communicating in advance any relevant information about your items, including:

    • Special materials or construction
    • Previous repairs or modifications
    • Any specific concerns or requests

  2. Disclosure of conditions that might affect the Services, such as:

    • Material sensitivities or allergies
    • Special handling requirements
    • Any damage or defects not visible in photos

Failure to disclose relevant information: Neither CICON nor the Cobbler shall be liable for any damage, loss, or unsatisfactory results that could reasonably have been avoided if you had disclosed such information prior to the Services being performed.

Unfit or Soiled Items

Unfit Items: If items received by a Cobbler are deemed unfit to work with (e.g., severely damaged beyond repair, unsafe to handle), the Cobbler may:

  • Return the items to you without performing Services
  • Request collection of the items

In such cases, CICON will:

  • Retain the service booking fee
  • Retain a reasonable amount for return postage
  • Refund the remainder of your payment

Soiled or Unsafe Items: If items are deemed soiled, contaminated, or otherwise unsafe for the Cobbler to handle, the Cobbler may dispose of the items in accordance with health and safety regulations. In such cases, you are not entitled to any refund.

Consumer Rights

If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. These Terms and Conditions do not affect your statutory rights under applicable federal or state consumer protection laws.

Pricing and Payment

Price Estimates

All prices quoted on our Website are estimates generated using CICON's AI-based fault recognition and repair request algorithm, based on base prices provided by our Cobblers.

Important: The initial quoted price may change after the Cobbler reviews your specific repair needs and the actual condition of your items.

Price Confirmation Process

  1. Initial Quote: You receive an estimated price on the Website

  2. Payment: You make payment based on the estimate

  3. Cobbler Review: The matched Cobbler reviews your booking based on images and item details

  4. Price Adjustment (if needed): If the quoted price is too low based on actual condition, the Cobbler may:

    • Contact you to discuss repair quality level and requirements
    • Provide an amended price quote

  5. New Payment (if price changes):

    • Your original payment will be cancelled and refunded
    • You will receive a new payment link
    • You are not obligated to accept the new price

  6. Final Agreement: Once you accept the final price and payment is confirmed, you enter into binding agreements with both CICON and the Cobbler

Price Factors

The final cost of your Services depends on several factors including:

  • The extent of work required
  • The accessibility and cost of replacement parts and materials
  • The timeline for completion
  • The complexity of the repair
  • The Cobbler's availability

Payment Terms

  • All prices are quoted and charged in US Dollars (USD)
  • All applicable sales taxes will be added at checkout
  • Payment must be made by:
    • Credit or debit card
    • Third-party payment processor (such as PayPal)
    • Through our online Payment Facility

Payment Processing

Payments are processed by third-party payment service providers (such as Stripe). While we take reasonable care to ensure payment systems are available and functioning:

  • We cannot guarantee continuous, uninterrupted, or secure access
  • We cannot guarantee systems are virus or error-free
  • We cannot predict processing times due to factors beyond our control (banking system delays, card network processing, etc.)

Sales Tax

CICON or the applicable Cobbler has full responsibility for collecting and remitting sales tax where required by law.

Cancellations and Refunds

Your Right to Cancel

You may cancel your Booking under the following terms:

Before Work Begins

If your Cobbler has NOT started working on your project:

  • No cancellation fee will be charged
  • Your Cobbler will return your shoes to you
  • CICON will refund your total Booking cost
  • Deduction: Return postage fees will be deducted from your refund

After Work Begins

If your Cobbler HAS started working on your project:

  • A cancellation fee will be charged
  • Your Cobbler will return your shoes to you
  • CICON will refund your total Booking cost minus:
    • The cancellation fee
    • Return postage fees

Definition of "Work"

For cancellation purposes, "work" includes but is not limited to:

  • Disassembly of items
  • Design work or planning
  • Sourcing or purchasing materials
  • Preparation or initial repair steps

Cancellation Fee Components

The cancellation fee may include:

  • Remuneration for the Cobbler's time spent
  • Total cost of any materials purchased or sourced
  • Transport expenses incurred
  • Compensation for loss of earnings

How to Cancel

To cancel your Booking:

  1. Contact the Cobbler directly using the contact information provided in your order confirmation
  2. If unable to reach the Cobbler, contact CICON Support at support@cicon.app
  3. Provide your booking reference number

Processing Time

Cancellation refunds will be processed within 10-14 business days of cancellation confirmation.

Changes to Services

When Changes Are Necessary

In some circumstances, it may not be possible for a Cobbler to complete the Services as originally booked. This may occur when:

  • Items are in worse condition than apparent from photos
  • Required materials are unavailable
  • The repair requires different techniques than anticipated
  • The item cannot be repaired as requested

Communication of Changes

When changes are necessary, the Cobbler will:

  • Contact you via the contact information you provided
  • Explain why the original service cannot be completed
  • Propose alternative service options
  • Provide pricing for alternative services

Your Options

When alternative services are proposed, you may:

Option 1: Accept the Alternative Service

  • You enter into new agreements with both CICON and the Cobbler
  • The alternative service pricing will apply
  • Work will proceed under the new terms

Option 2: Decline the Alternative Service

  • The Cobbler will return your items
  • CICON will refund the total cost of your Booking
  • Refund will include return postage fees

Response Time

You should respond to proposed changes within 5 business days. If we do not hear from you within this timeframe, we will contact you again and may cancel the Booking if no response is received within 10 business days total.

Shipping Terms (US Customers)

Shipping Methods

For US customers, CICON will arrange shipping through USPS, FedEx, UPS, or other major carriers based on your location and service level.

Outbound Shipping Process

  1. Once the Cobbler confirms the price and timeline:
    • CICON will email you a prepaid shipping label
    • Or provide instructions for scheduling pickup
  2. Package your items securely following provided guidelines
  3. Ship or schedule pickup according to instructions

Return Shipping

Once your repair is completed:

  • The carrier will pick up your repaired items from the Cobbler's location
  • Items will be shipped to the address you specified in your Booking
  • You will receive tracking information via email

Liability Transfer

By using our Services, you acknowledge and agree:

  • Liability for safe and timely delivery transfers to the shipping carrier once items are in their possession
  • CICON assumes no responsibility for items once they are in transit
  • Any issues, concerns, or disputes related to shipping must be addressed directly with the carrier
  • We recommend purchasing additional shipping insurance for high-value items

Insurance Recommendations

  • Standard carrier liability is limited (typically $100 or less)
  • For items valued over $200, we strongly recommend purchasing additional shipping insurance
  • Insurance options will be provided during the booking process
  • CICON cannot be held liable for loss or damage during shipping beyond the carrier's standard liability

Tracking

  • You will receive tracking information for both outbound and return shipments
  • Track your shipment through the carrier's website or app
  • Contact the carrier directly for shipping status updates

Item Valuation and Loss Claims

Proof of Value Required

In cases where items are lost in transit or damaged beyond repair, you are required to prove the value of your items to be compensated for any loss.

You must provide:

  • Valid proof of purchase (original receipt, invoice, or credit card statement)
  • Documentation showing the retail price of the item(s)

Valuation of Used Items

New Items: Items are considered "new" for the first 3 months after the receipt date shown on proof of purchase.

Used Items: Items older than 3 months are considered used. CICON generally values used items at:

  • 50% of the retail/purchase price for items in good condition
  • Less than 50% if there is evidence of:
    • Severe damage
    • Significant wear and tear
    • Multiple previous repairs
    • Deterioration due to age

Valuation Discretion

CICON retains discretion to value items based on:

  • Photographs submitted with your Booking
  • Condition reports from Cobblers
  • Industry standard depreciation rates for footwear
  • Expert assessment where necessary

Maximum Liability

Unless you purchase additional insurance:

  • Our liability is limited to the actual value of the items as determined above
  • In no event shall our liability exceed the declared value you provided at booking
  • For high-value items, we strongly recommend purchasing supplemental insurance

Claims Process

To file a claim for lost or damaged items:

  1. Contact support@cicon.app within 10 business days of discovering the loss or damage
  2. Provide:
    • Your booking reference number
    • Proof of purchase documentation
    • Photos of the items (if available)
    • Description of the loss or damage
  3. We will investigate and respond within 30 days

Dispute Resolution and Complaints

Our Commitment

We care about your experience and want to maintain the highest standards possible. If you have any concerns about our Services or a Cobbler, we want to help resolve them.

Step 1: Contact the Cobbler Directly

First, try to resolve the issue with the Cobbler:

  • Once a Cobbler accepts your order, you receive a receipt with a link to the order tracking page
  • The tracking page includes the Cobbler's contact details
  • Contact them directly to discuss your concern
  • Many issues can be quickly resolved through direct communication

Step 2: Contact CICON Support

If you cannot resolve the issue directly with the Cobbler:

  • Email CICON Support at support@cicon.app
  • Provide:
    • Your booking reference number
    • Description of the issue
    • Any communications you've had with the Cobbler
    • Photos of the issue (if applicable)

CICON's Response Process

Following receipt of a complaint, we will:

  1. Acknowledge your complaint within 24 hours
  2. Contact the Cobbler to investigate and attempt resolution
  3. Respond to you within 48 hours with our findings
  4. Work toward resolution which may include:
    • Mediation between you and the Cobbler
    • Requesting the Cobbler re-do the work
    • Arranging for a different Cobbler to assess/fix issues
    • Providing a partial or full refund at our discretion
    • Issuing a credit note for future services

Timeline

  • Simple cases: Resolved within 5 business days
  • Complex cases: May take up to 30 days
  • We will keep you updated on progress throughout

Important Limitations

Please understand:

  • CICON is a booking platform and is not directly responsible for the Services the Cobblers provide
  • We will always work to help resolve issues fairly
  • We are not obligated to provide refunds or credit notes for Services performed by independent Cobblers
  • Our ability to resolve issues depends on Cobbler cooperation

Arbitration Agreement (US Customers)

For US customers, the following arbitration provisions apply:

Agreement to Arbitrate

Any dispute, claim, or controversy arising out of or relating to these Terms and Conditions or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, shall be determined by binding arbitration before a single arbitrator.

Arbitration Process

  • Arbitration will be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules
  • The arbitration will take place in the federal judicial district where you reside or another mutually agreed location
  • The arbitrator's decision will be final and binding
  • Judgment on the award may be entered in any court of competent jurisdiction

Exceptions to Arbitration

You or we may bring claims in small claims court if the claim qualifies and remains in that court.

Class Action Waiver

YOU AND CICON AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, and not as a plaintiff or class member in any purported class or representative proceeding.

Costs

Each party is responsible for their own arbitration costs, though the arbitrator may award costs to the prevailing party as permitted by law.

Right to Opt-Out

You may opt out of this arbitration agreement by sending written notice to support@cicon.app within 30 days of first accepting these Terms and Conditions.

Alternative: Legal Action

If you opt out of arbitration or if the arbitration provision is found unenforceable:

  • Disputes will be resolved in the state or federal courts located in [Your State/County]
  • You and CICON consent to the exclusive jurisdiction of those courts

Limitation of Liability

General Limitations

To the fullest extent permitted by law:

We do not accept 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 or profits
  • Loss of anticipated savings
  • Loss of business opportunity
  • Loss of goodwill
  • Waste of management or office time
  • Indirect or consequential losses

Maximum Liability

Our total aggregate liability to you for any and all claims arising out of or related to these Terms and Conditions or your use of the Services shall not exceed the amount you paid for the specific Booking that gave rise to the claim.

Exceptions

We do not exclude or limit our liability for:

  • Death or personal injury arising from our negligence
  • Fraud or fraudulent misrepresentation
  • Any other liability which cannot be excluded or limited under applicable US federal or state law

Third-Party Actions

CICON is not liable for:

  • The acts or omissions of Cobblers (who are independent contractors)
  • Damage caused by third-party service providers (shipping carriers, payment processors)
  • Issues arising from your failure to follow instructions or provide accurate information

Time Limitation for Claims

Any claim or cause of action arising out of or related to use of the Services or these Terms and Conditions must be filed within one (1) year after the claim or cause of action arose, or it will be forever barred.

Data Privacy

Our data handling processes are detailed in our Privacy Policy, which is available on the Website and should be read in conjunction with these Terms and Conditions.

Key points:

  • We collect and process personal information necessary to provide Services
  • We comply with applicable US privacy laws including state privacy statutes
  • You have rights regarding your personal information as described in the Privacy Policy
  • We use appropriate security measures to protect your data

For full details, please review our Privacy Policy at [link to privacy policy].

Account Deactivation

CICON reserves the right to deactivate a Customer's account in the event of:

  • Breach of these Terms and Conditions
  • Fraudulent activity or suspected fraud
  • Abuse or harassment toward our team or Cobblers (whether via phone, email, or in person)
  • Violation of applicable laws or regulations
  • Any conduct that is inappropriate, abusive, threatening, or otherwise unacceptable

Deactivation may occur with or without prior notice depending on the severity of the violation.

Customer Support Hours

Our customer support is available:

  • Monday to Friday: 9:00 AM to 6:00 PM GMT
  • Excluding federal holidays

For urgent matters outside these hours, please email support@cicon.app and we will respond on the next business day.

General Provisions

Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and CICON regarding the use of our Services.

Severability

If any court or competent authority finds that any provision of these Terms and Conditions (or part of any provision) is invalid, unlawful or unenforceable, that provision or part-provision will be deemed deleted, and the remaining provisions will continue to be valid and enforceable to the fullest extent permitted by law.

Waiver

No delay, act, or omission by either party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

Assignment

You may not transfer or assign any of your rights under these Terms and Conditions to any other person without our prior written consent.

We may transfer or assign our rights and obligations under these Terms and Conditions to another organization, provided we notify you and ensure your rights are not adversely affected.

Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under these Terms and Conditions to the extent that such failure or delay is caused by events beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, civil unrest, government actions, pandemics, or failures of telecommunications or internet services.

Survival

Provisions of these Terms and Conditions that by their nature should survive termination shall survive, including but not limited to warranty disclaimers, limitations of liability, indemnity provisions, and dispute resolution clauses.

Communications

All communications and notices from you must be sent via email to support@cicon.app.

CICON may communicate with you via:

  • Email to the address you provided
  • Posting notices on the Website
  • In-app notifications (if applicable)

You are responsible for ensuring your contact information is current and accurate.

Governing Law and Jurisdiction

For US Customers:

These Terms and Conditions will be governed by and construed in accordance with the laws of the State of [Your State], without regard to its conflict of law provisions.

Subject to the arbitration provisions above, you and we each agree that any dispute arising from these Terms and Conditions or your use of the Services shall be subject to the exclusive jurisdiction of the state and federal courts located in [Your County], [Your State].

Consumer Rights Notice

Your statutory rights as a consumer are not affected by these Terms and Conditions. You may have additional rights under federal and state consumer protection laws that cannot be waived or limited by contract.

For information about your consumer rights:

  • Federal Trade Commission: www.ftc.gov
  • Your State Attorney General's Consumer Protection Office
  • Better Business Bureau: www.bbb.org

Accessibility

We are committed to making our Website accessible to people with disabilities. If you have difficulty accessing any part of our Website or Services, please contact us at support@cicon.app and we will work with you to provide the information or service you seek through an alternative communication method.

Changes to Terms and Conditions

We may revise these Terms and Conditions from time to time. When we make changes:

  • The revised Terms and Conditions will be posted on the Website
  • The "Last Updated" date at the bottom will be updated
  • Material changes will be communicated via email or prominent notice on the Website
  • Continued use of the Services after changes constitutes acceptance of the new terms

We encourage you to review these Terms and Conditions periodically.

Contact Information

Circular Concierge Ltd (CICON)

Email: support@cicon.app

Mailing Address:
7 Bolton Road
Ashton-In-Cobblerfield
Wigan, England
WN4 8AA
United Kingdom

For US Customer Service Inquiries:
Email: support@cicon.app
Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT

Date of Latest Revision: 8th December 2025

Effective Date: 8th December 2025

By using this Website and booking Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.