1 About us and these terms
STEPS is the trading name of STEPS CLEANING AND RESTORATION LTD, a company registered in England and Wales with company number 17402124. Our registered office is 34 Hoylake Crescent, NG8 4PX.
You can contact us at info@stepsnottingham.co.uk. Pairs are sent to our workshop at 34 Hoylake Crescent, NG8 4PX.
These terms apply when you order a REFRESH Lite, REFRESH or REFRESH Plus treatment from us as a consumer. Please read them before you pay. The sections on your £5, cancellation and the balance (sections 3, 8 and 9) matter most. Nothing in these terms affects your legal rights as a consumer.
2 How STEPS works, in short
1
You choose the treatment you think each pair needs and pay £5 for each one to start your order.
2
You send us your pair using the tracked postage we provide.
3
We photograph and inspect your pair, then confirm the treatment it actually needs and its total price.
4
You pay the balance. Your £5 comes off the total.
5
We carry out the treatment, check it, and send your pair home.
3 Prices and your £5
Our prices are totals. Each one includes tracked postage to us and back to you, including VAT where it applies.
Treatment
REFRESH Lite
REFRESH
REFRESH Plus
Today
£5
£5
£5
After we confirm
£15
£25
£35
Total
£20
£30
£40
The £5 you pay at checkout is part of your total. It is not an extra fee. It pays for the first stage of our work: receiving, photographing and inspecting your pair, and confirming the treatment and total. If you go ahead, the full £5 is credited against your confirmed total.
You pay £5 for each pair in your order. Each £5 comes off that pair's own confirmed total. Paying it does not fix your treatment. The treatment and price are only confirmed after we've inspected your pair (section 6).
4 Your order and our contract
When you pay at checkout, £5 for each pair, you're placing an order with us and a contract starts on these terms.
We'll email you to confirm the order. You can follow its progress in My Orders.
When you pay £5, you ask us to start work on your order straight away, within the 14-day cancellation period. That means sending your postage, then receiving and inspecting your pair when it arrives. This affects what happens if you cancel (section 8).
You must be 18 or over to place an order. The pair you send must belong to you, or you must have the owner's permission to have it treated.
5 Sending your pair
After you order, we'll email you postage instructions and a tracked Royal Mail label. Pack your pair in a sturdy box with the gaps filled, so nothing moves in transit. Packing guidance is at How it works → after you order.
Please send only the footwear in your order. Don't include laces you want to keep separately, insoles you need back, or anything else of value unless we've agreed it with you first.
Sending more than one pair? Add each pair separately; each one starts with its own £5.
If your pair hasn't reached us within 30 days of your order, we'll contact you. If we don't hear back within a further 14 days, we'll close your order and refund your £5, as long as we haven't carried out any work on it. We'll confirm this by email.
6 Inspection and confirming your treatment
We photograph every pair when it arrives, to record its condition before anything else happens. We then inspect it and recommend the treatment it needs. If we recommend a different treatment, we'll explain it and agree the next step with you before we issue the confirmed balance. Once the balance is issued, you'll see it in My Orders and we'll email you.
The confirmed treatment may be the one you chose, or it may be different:
Your choice is right
we'll confirm it at the price you saw.
Less than you chose
we'll recommend the lower treatment and agree it with you, and your total goes down to match.
Your choice isn't suitable
if the treatment you chose isn't suitable for your pair, and only a higher or different treatment is appropriate, we'll explain it and agree the next step with you before we issue the confirmed balance. If you'd rather not go ahead with the alternative, we'll refund that pair's £5 in full, confirm it by email, and return your pair unworked, free of charge.
Optional extra care
if the treatment you chose is suitable, we may also suggest optional extra care. It's entirely your choice. If you say no, we'll carry out the treatment you chose at its original price, and your £5 is credited as normal.
No treatment needed
we'll tell you, return your pair free of charge and refund your £5 in full.
Restoration work
(repainting, redyeing, sole repair or structural repair) isn't part of REFRESH. If your pair would benefit from it, we'll explain your options, including a free RESTORE+ assessment. If a REFRESH treatment wouldn't be suitable without restoration, the "Your choice isn't suitable" rule above applies.
We won't carry out any work, or charge you anything beyond your £5, until you've seen the confirmed treatment and paid the balance.
7 If we can't carry out the treatment
Sometimes a pair can't be treated safely or appropriately, for example because of its materials, age, condition or construction. If so, we'll tell you why, refund that pair's £5 in full and return your pair unworked at no cost to you. You won't be out of pocket.
8 Changing your mind and cancelling
YOUR RIGHT TO CANCEL
You have a legal right to cancel within 14 days of placing your order. How much of your £5 is refunded depends on how far your order has got:
Before you've sent your pair, or before we've inspected it
we'll refund that pairs £5 in full.
If the treatment you chose wasn't suitable and you decide not to go ahead with the one we recommend
we'll refund that pair's £5 in full (section 6).
After we've inspected your pair and confirmed a treatment we can carry out
we'll return your pair unworked, free of charge, and keep the £5 as payment for the inspection work already done. You won't pay anything further.
After you've paid the balance
see our Refunds & Cancellation Policy.
If you decide not to go ahead after the 14 days have passed, the same outcomes apply.
To cancel, email info@stepsnottingham.co.uk or use the form on our Refunds & Cancellation Policy page. Any clear statement is enough.
Refunds & Cancellation Policy → · Model cancellation form →
9 Paying the balance
Illustration only: the wording below is the contract.
Once we've confirmed your treatment, you have seven calendar days to pay the balance. We'll send a reminder on day three and a final reminder on day six. We start work only after the balance is paid.
If the balance is still unpaid after seven days, your order goes to review. It isn't returned automatically. We'll contact you before anything happens, and nothing is returned on a technicality. Review lasts up to 30 days.
If the balance still isn't paid after the review, we return your pair unworked, free of charge, and keep your £5 as payment for the inspection work already done. You won’t pay anything further.
10 Our care, and the limits of cleaning
We'll carry out every treatment with reasonable care and skill, using methods suited to your pair's materials.
Cleaning can improve a pair a great deal, but it can't reverse everything. Some marks, stains, yellowing, fading, material wear and earlier damage are permanent. Older pairs can also have hidden weaknesses, such as perished glue, brittle soles or unstable dyes, which careful cleaning can bring to light. We'll tell you at inspection if we see a risk like this, before you pay the balance.
We'll describe the result we expect honestly. Photos of past work on our site show what's achievable. They aren't a promise of an identical result for every pair.
11 If something goes wrong
If we don't carry out the treatment with reasonable care and skill, tell us as soon as you can, ideally within 14 days of your pair arriving home, with photos. We'll put it right by redoing the work where that's possible, or refunding some or all of the price. This doesn't limit your legal rights.
If your pair is lost or damaged while it's in our care, and that's our fault, we'll put it right with you fairly.
We aren't responsible for loss that couldn't reasonably have been foreseen, or for business losses. Nothing in these terms limits our liability where the law doesn't allow it to be limited, including for death or personal injury caused by our negligence, or for fraud.
12 Postage, and local drop-off
Tracked postage to us and back is included in every price. We use a tracked service in both directions.
Based in Nottingham? Get in touch about local drop-off and collection.
13 If a pair can't be returned or collected
If we can't deliver your pair back to you, or it isn't collected, we'll contact you using the details on your order and keep your pair safely for at least 90 days. If we still can't reach you after giving you written notice, we may dispose of the pair, as the law allows.
14 Photographs of your pair
Condition photos. We photograph every pair on arrival, and during and after treatment. These photos are a record of its condition and our work, and we use them to handle questions or complaints. They aren't used for marketing.
Marketing photos. We'll only use photos of your pair in our marketing, such as our results gallery or social media, if you opt in. Saying no makes no difference to your order. You can withdraw your permission at any time. See our Privacy Policy.
15 RESTORE+ assessments
A RESTORE+ photo assessment is free and doesn't create an order or a contract. Sending us photos doesn't commit you to anything. If we can do the work and you want to go ahead, we'll give you a price and start your order through the usual £5 journey. These terms apply from that point.
RESTORE+ free assessment →
16 Complaints
If you're unhappy with anything, email info@stepsnottingham.co.uk with your order number. We'll reply within 5 working days and aim to resolve things quickly and fairly.
17 Changes to these terms
We may update these terms from time to time. The version that applies to your order is the one shown when you paid your £5. We'll keep a copy.
18 Law and courts
These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.
WHO WE ARE
STEPS is a trading name of STEPS CLEANING AND RESTORATION registered in England and Wales, company number 17402124. Registered office: 34 Hoylake Crescent, NG8 4PX. Email: info@stepsnottingham.co.uk
Refunds & Cancellation Policy → · Privacy Policy → · How it works · RESTORE+ free assessment → · My Orders →