Your access to and use of the service is conditioned on your acceptance of and compliance with these terms. These terms apply to all visitors, users and others who access or use our services.

Please read all of the terms and conditions set out in this document.

The purpose of the document is to give you a clear and precise understanding of ourpromise to you and what you may expect when entering into this contract. 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
5. Products & Services
6. Invoicing & Payments
7. Cancellation
8. Refunds
9. Guarantee of Work
10.Unwanted or unclaimed items & Storage costs
11.Dispute Resolution & Legal

1. Definitions
In these Terms of Business, the following definitions apply:
1.1 “The Company”, “We”, “Us” – means Leather Surgeon, 21 Brink Crescent
Mandalay
1.2 “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.
1.3 “Services”, “Works”- means the services carried out on behalf of the Company.
2. Contract
– These Terms and Conditions represent a contract between The Leather Surgeon and the Client.
– Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and code
of conduct.

The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email or letter shall constitute the Client’s acceptance of these Terms and Conditions.

3. Responsibility
To ensure we provide you with a good professional service we have set the following standards:
– We endeavor 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 Surgeon logo.
– Upon request, we can provide testimonials and recommendations, which are also
available to view online via our website and on Google, reassuring you of our promise.

4. Quotations, Estimates and Costs
– 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.
– 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 will be quoted for
and chargeable at the agreed cost, whether the job is authorized 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.
– 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 authorized by the Client. Any additional work
proposed is 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 a 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. Any
additional work proposed will only be carried out with the agreement of the client.

 All quotations are given by the Company following a request by the Client and
shall remain open to acceptance for a period of 6 Months from the date of
quotation.
 The Company reserves the right to amend the initial quotation, should the
Client’s original requirements change.
 Acceptance of quotations must be confirmed in writing and we will accept this as
your agreement to these terms and conditions.

5. Products & Services
 All of our cosmetic solutions i.e. Cleaning, preparing, re-coloring, 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.
 Any replacement upholstery elements i.e. webbing, springs, foam interiors, fibre
fill etc. are sourced from the highest quality suppliers in South Africa and comply
with industry standards. Padding out of interiors will restore the seats resilience.
Baggy and stretched leather cannot be corrected by this solution.

 Although we achieve excellent results in 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.
 Our main aim when sourcing replacement leather is to achieve the closest match
to the existing leather in terms of color, quality and grain. This is our specialty
and it is a service which sets us aside from our competitors.
 Our 100% color match guarantee promise is another service which sets us aside
within our industry. We have the ability to alter the shade, effect and finish of any
replacement leather if it is not a 100% match as we have trained leather color
technicians who match color by eye and a mini tannery & spray booth onsite to
produce the desired result.
 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. It is our 100% color matching
which makes our repair finishes so good.
 We cannot accept responsibility for any dye bleeding into lining of garments
when carrying out a complete re-dye. We endeavor to protect the lining by
masking off the area, though it is not always successful and can on occasion
bleed through.
 Our collection and delivery service is either provided by our own staff at an
additional transport cost, or client nan drop and fetch from our workshop.
 Our timescales are usually between 2-3 weeks for the job to be completed after
collection.
 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.

 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
customer’s 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 etc. to allow access to remove furniture. 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.

6. Invoicing and Payments
 Upon authorization of services proposed & receipt of a Purchase Order from the
client an invoice will be issued.
 For works due to be carried out under workshop conditions: Our payment terms
are 40% of the total bill due upon collection of the furniture and the 60% 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 South
Africa 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 or a bank transfer accompanied
by a proof of payment
7. Cancellation
 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.

8. Refunds
 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.

9. Guarantee of Work
 All our Leather dye 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.
 Repairs to leather goods are exactly that, they cannot be guaranteed as they are
just a repair, in normal cases repairing tears, rips and other forms of damage, as
damage maybe weak already, repairing this will help make this stronger, but its
impossible to provide a guarantee for such repairs.
 After the 1year 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 honor 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 endeavor
to remove any remenence 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 cause 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 4
 Unwanted or unclaimed items & Storage cost implications
 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 will 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.
11.Dispute Resolution & Legal
 We will acknowledge any complaints which are brought to our attention via
phone, or email by written response within 7 days, detailing our understanding of
the complaint to ensure we are 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 an independent report from a 3rd party for a second opinion.
 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.
 These Terms are governed by the laws of South Africa, and are subject to the
exclusive jurisdiction of the Courts of South Africa.