Terms and Conditions

These terms and conditions include important information - please read them carefully. We recommend that you print a copy of these terms for future reference.

These terms and conditions apply to the Lovers of Luxe Scheme. By subscribing to the Lovers of Luxe Scheme you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not subscribe to the Lovers of Luxe Scheme.

Contents

1. These terms
2. Information about us and how to contact us
3. Our contract with you
4. The Lovers of Luxe Membership Scheme
5. Term of your subscription
6. Your rights to end your subscription
7. How to end your subscription
8. Our rights to end your subscription
9. Consequences of ending your subscription.
10. If there is a problem with the services.
11. Price and payment
12. Our responsibility for loss or damage suffered by you
13. How we may use your personal information
14. Other important terms
15. We may make changes to these terms
16. 1-Year Free Leather Bag Protection Plan

1. These terms

1.1. What these terms cover.
These are the terms and conditions on which you may subscribe to the Lovers of Luxe Scheme.
1.2. The following terms (available on our website) also apply in the following circumstances:
1.2.1. Our Privacy Policy : This applies when you provide us with any personal details. It explains what personal data we collect and how we use it
1.2.2. Terms of Service – Restore: these terms apply to any restorative or cleaning service used for items registered to your Membership Scheme. Please make sure you read this is full whenever you submit an item to be serviced or cleaned.
1.2.3. Terms of Service – Buy: these terms apply to any purchase made through the Sole Service website, whether or not in connection with Membership Scheme benefits. Please make sure that you read this in full whenever you make a purchase online at our website.
1.3. Why you should read them.
Please read these and the terms carefully before you subscribe to the Lovers of Luxe Scheme. These terms tell you who we are, how we will provide products and services to you, how you and we may change or end your subscription to the Lovers of Luxe Scheme, what to do if there is a problem and other important information.

2. Information about us and how to contact us

2.1. Who we are.
Our company details are as follows:
Business Name: Sole Service
Company Name: Sole Service Pty Ltd
Registered Address: 2/254 Brighton Road, Somerton Park SA 5044
Place of Registration: Australia
ABN: 11 903 301 032

2.2. How to contact us.
You can contact us by post, email or telephone as follows:
Address Sole Service, 2/254 Brighton Road, Somerton Park SA 5044
Email: For General Enquiries: Contact@soleservice.com.au
For Membership Scheme Enquiries: contact@soleservice.com.au
Telephone: (+61) 0408908060
2.3. How we may contact you.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when you register with us.
2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

3.1. You can apply to subscribe to our Membership Scheme at our store or online at our website. Your subscription with the Lovers of Luxe Scheme is a contract between you and us and is subject to these terms. That contract comes into existence, and your membership starts when we confirm to you that we have accepted your application. An email simply acknowledging that we have received your application shall not be treated as confirmation that we have accepted your application.

4. The Lovers of Luxe Scheme

4.1. The Lovers of Luxe Scheme is a preventative Membership Scheme. It is not an insurance policy or intended to be a replacement for an insurance policy. We recommend that our customers ensure that high-value items are insured with a reputable insurer. We do not provide insurance or arrange insurance for our customers.
4.2. Your subscription is specific to your items registered in your Lovers of Luxe Scheme and cannot be used for any other items or transferred to another item.
4.3. The services and benefits that you will receive depend on your chosen plan and can only be used:
4.3.1. if you are making your purchase online, if you provide your membership details at the time of making your purchase; or
4.3.2. if you are making your purchase at one of our stores if you provide your membership details at the time of making your purchase.
4.4. We will not apply discounts or benefits on purchases retrospectively.
4.5. There are four tiers of the Lovers of Luxe Scheme, details of each can be found here.
4.6. You are not entitled to any benefit not expressly listed for the tier of the Membership Scheme that you have selected to subscribe to.
4.7. If you wish to upgrade your subscription to the Membership Scheme, please email contact@soleservice.com.au to discuss the options available to you. Any request to upgrade during an existing Membership Scheme subscription shall be dealt with at our discretion.
4.8. Any services you obtain for your items registered to your Membership Scheme will be subject to our restoration terms which can be found at Terms of Service – Restore . Please read these terms carefully before you submit your items to be serviced by us.
4.9. If you wish to obtain services beyond what is covered in your Membership Scheme, our standard charges will apply. Any discounts offered in the Membership Scheme for your tier of membership, will be applied to our standard charges. Please note that our charges for services are determined on a case by case basis depending on the item in question and the nature of the services required. It is often not possible to give a final quote until we receive and inspect your item.
4.10. Where we are offering a chargeable service (whether or not discounted), we will always try our best to agree a price with you and give you a reasonable time estimate for any services we are asked to carry out before we start providing the service. You can then decide whether or not you would like us to perform the service. We will keep you updated of any changes to the price or the time we need to complete the services. The pricing, time frames for performance of the service, our processes and delivery and return of the items are all more fully set out at Terms of Service – Restore .
4.11. Please read Terms of Service – Restore in full for the details of the limitations of any care, cleaning or restorative service and any potential consequences of using our services.
4.12. If your chosen Membership Scheme includes discounts on the price of goods or services, then, as long as you provide your Membership Scheme subscription details we will ensure that those discounts are applied (up to any limits set out in your chosen Membership Scheme). You will be responsible for paying in full for any purchases that exceed the limits in your chosen Membership Scheme.
4.13. We may make changes to the services and benefits under your membership tier. We may do so annually when the contract automatically renews and will let you know at least 45 days before the contract automatically renews. If you do not agree to the changes, you may end the contract as explained in paragraph 6.4. We may also make changes during a contract year if any services or benefits under your membership tier are no longer available, and will let you know at least 45 days before the change will take effect. If you do not agree to the change, you may end the contract by letting us know at least 30 days before the date that the change will take effect.

5. Term of your Membership Scheme subscription

Your membership is an annual rolling contract. The price of your membership is based on the provision of the services and benefits over a 12-month period. Your membership starts when we confirm to you that we have accepted your application to subscribe to the Lovers of Luxe Scheme , and continues for a 12-month period. At the end of this (and each other) 12-month period, your membership will automatically renew for another 12-month period (each 12-month period being referred to in these terms as a “contract year”) unless you notify us that you do not wish for the membership to be renewed. Please see paragraph 6.5 on how to prevent your membership from automatically renewing.

6. Your rights to end your Membership Scheme subscription

6.1. You can always end your membership. Your rights to end your membership depend on why you are ending your membership:
6.1.1. If you have changed your mind about subscribing to the Lovers of Luxe Scheme , see paragraph 6.2.
6.1.2. If you want to end your membership because you have lost your registered items or they are destroyed beyond repair, see paragraph 6.3
6.1.3. If you want to end your membership because of something we have done or have told you we are going to do, see paragraph 6.4; or
6.1.4. If you do not want your membership to automatically renew at the end of a contract year, see paragraph 6.5.
6.2. Ending your membership when you have changed your mind (Consumer Contracts Regulations 2013).
If you apply to subscribe to the Lovers of Luxe Scheme online, you have a legal right to change your mind and cancel your membership immediately within 14 days of the date that we send you an email confirming that we have accepted your application. You do not have a right to change your mind where you have started using or you have received any benefits under your membership, even if the cancellation period is still running.
6.3. Ending your membership where you have lost your registered items or they are destroyed beyond repair.
You can end your membership immediately if you can show to us to our reasonable satisfaction that you have lost your item (for example, a copy of a police report) or damaged beyond repair (for example, with photos). If you cannot provide any reasonably satisfactory supporting evidence, then we will decide whether or not to agree to your request to end your membership.
6.4. Ending your membership because of something we have done or are going to do.
You can end your membership immediately at any time for any of the following reasons:
6.4.1. we have told you about an upcoming change to the Membership Scheme or your chosen tier of the Membership Scheme or these terms, for which you do not agree to (see paragraph 4.13);
6.4.2. we have told you about an error in the price or description of your chosen tier of the Membership Scheme and you do not wish to proceed (see paragraph 11.2);
6.4.3. we have told you about an upcoming change to the price of your chosen tier of the Membership Scheme or these terms which you do not agree to (see paragraph 11.8); or
6.4.4. you have a legal right to end the contract because of something we have done wrong.
6.5. Ending your membership if you do not want it to automatically renew.
If you do not want your membership to automatically renew at the end of a contract year, you must let us know by contacting contact@soleservice.com.au at least 30 days before the end of that contract year.

7. How to end your subscription to our Membership Scheme

7.1. You may end your subscription to our Membership Scheme by email (from the email address that you have registered with us, to contact@soleservice.com.au) or by post (to the address above). We will inform you, by response, what further information we require to process your request.

8. Our rights to end your subscription to our Membership Scheme

8.1. Please note that we can end your membership immediately if you have not registered your items within your Lovers of Luxe Scheme within 30 days of us accepting your application to subscribe to the Lovers of Luxe Scheme. 8.2. Ending your membership because of something you have done or not done.
We can end your membership immediately at any time for any of the following reasons:
8.2.1. if the information that you provided to us on registration is inaccurate, incomplete or misleading;
8.2.2. if you attempt to change the items registered within your Lovers of Luxe Scheme , without our express written consent, after 30 days from the start of your subscription;
8.2.3. if you break any of the terms of this contract;
8.2.4. if you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; or
8.2.5. if you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the benefits of your chosen plan to you.
8.3. Ending your membership in any other circumstances.
We may end your membership at any time for any other reason. We will write to you to let you know at least 30 days before the contract ends.

9. Consequences of ending your subscription to our Membership Scheme.

9.1. At the end of your membership your contract with us will automatically terminate. You will no longer be entitled to any of the benefits or discounts under your chosen Membership Scheme.
9.2. You will be entitled to a refund of the price paid for your membership or to pay us additional charges as follows:
9.2.1. If you end your membership under paragraph 6.2 or we end your plan under paragraph 8.1, we will refund any membership fees that you have already paid for that membership;
9.2.2. If you end your membership under paragraph 6.3, if the value of the services and discounts that you have received in that contract year is less than the amount that you have already paid us in that contract year, we will refund the difference to you;
9.2.3. If you end your membership under paragraph 6.4 or we end your membership under paragraph 8.3: (i) if the value of the services and discounts that you have received in that contract year is less than the amount that you have already paid us in that contract year, we will refund the difference to you; and (ii) if the value of the services and discounts that you have received in that contract year is more than the amount that you have already paid us in that contract year, we reserve the right at our discretion to ask you to pay us the difference. You may also be entitled to compensation;
9.2.4. If we end your membership under paragraph 8.2, if the value of the services and discounts that you have received in that contract year is more than the amount that you have already paid us in that contract year, we reserve the right at our discretion to ask you to pay us the difference. We will not be entitled to make any refund payments.

10. If there is a problem with the services.

10.1. How to tell us about problems. If you have any questions or complaints about your membership or the services that you have received or about any of our staff, please contact contact@soleservice.com.au.
10.2. How to tell us about problems with payments. If you have any questions or complaints about any payments under your membership, you may also contact us at contact@soleservice.com.au.
10.3. Summary of your legal rights.
10.3.1. We are under a legal duty to supply services that are in conformity with this contract. See below for a summary of your key legal rights in relation to services we provide. Nothing in these terms will affect your legal rights.
10.3.2. Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If you are purchasing services, for example restorative services, then the Consumer Rights Act 2015 says:
10.3.2.1. you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it;
10.3.2.2. if you haven't agreed a price beforehand, what you're asked to pay must be reasonable;
10.3.2.3. if you haven't agreed a time beforehand, it must be carried out within a reasonable time.

11. Price and payment

11.1. The price of your membership will be the price for your chosen tier of Membership Scheme indicated when you apply to subscribe to the Lovers of Luxe Scheme . Our prices and rates are inclusive of VAT, where applicable. We take all reasonable care to ensure that the price of the plan notified to you is correct. However please see paragraph 11.2 for what happens if we discover an error in the price of the plan you have chosen.
11.2. What happens if we got the price wrong. It is always possible that, despite our best efforts, the price of your chosen tier of Membership Scheme that we have published or given to you is incorrect. We will normally check prices before accepting your application. If we find that the price of your chosen tier of Membership Scheme is incorrect before accepting your application we will contact you for your instructions before proceeding. If we find that the price of your chosen plan is incorrect after we have accepted your application, and it is obvious that it is or would reasonably have been recognised as being incorrect or an error, we reserve the right to cancel your membership and refund any sums that you have already paid for your membership.
11.3. You must pay the price for your membership in advance by monthly recurring card payments. You should add the membership to your basket and pay the price for the first month and set up the recurring payments.
11.4. We are unable to accept payments by cash, cheque, electronic payment (such as paypal) or bank transfer.
11.5. We may set up, manage and collect your recurring card payments ourselves or using a third party to do so on our behalf.
11.6. You must let us know about any changes to your payment details at least 14 days before your next payment is due.
11.7. We may take further action if your payment fails. If your payment has failed times, we reserve the right at our discretion to terminate the contract immediately.
11.8. We may increase or decrease the price of your chosen tier of Membership Scheme. We may do so annually when your membership automatically renews, and will let you know at least 45 days before the contract automatically renews. If you do not agree to the change, you may end your membership as explained in paragraph 6.4. We may also do so during a contract year if the cost of providing the benefits under your chosen plan substantially increase, and will let you know at least 45 days before the change will take effect. If you do not agree to the change, you may end the contract by letting us know at least 30 days before the date that the change will take effect.

12. Our responsibility for loss or damage suffered by you

12.1. We are responsible to you for foreseeable loss and damage caused by us. If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at paragraph 10.3.2; and for defective products under the Consumer Protection Act 1987.
12.3. We are not liable for business losses. We only supply the products and services for domestic and private use. If you use the products or services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12.4. We are not liable for your use of any products or services otherwise than in accordance with their instructions or as directed by us in writing.
12.5. Our liability to you is limited. Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed the total fees payable by you for your Lovers of Luxe Scheme subscription and the services in question, even if the amount of insurance that we carry is higher.
12.6. Our liability to you regarding any additional service or product you purchase from us is set out in their respective terms of service:
12.6.1.

Terms of Service - Repairs | The Sole Service

; and
12.6.2. Terms of Service – Buy.

13. How we may use your personal information

When you apply to subscribe to the Lovers of Luxe Scheme , we will collect personal data about you. We will only use your personal information as set out in our Privacy Policy . [This includes sharing personal data about you with our direct debit and payment providers.]

14. Other important terms

14.1. We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
14.2. We may use third parties to collect payments from you on our behalf. Other than in respect of these payment services we use, nobody else has any rights under this contract and no other person shall have any rights to enforce any of its terms.
14.3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.4. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
14.5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by Australian law and you can bring legal proceedings in respect of the products in the Australian courts.

15. We may make changes to these terms

15.1. We may amend these terms from time to time. We recommend that you check them each time you use our website or place an order to make sure that you are aware and understand the terms that apply at that time.
15.2. These terms were most recently updated on 21January 2024.

16. 1 Year Free Leather Bag Protection Plan

16.1. This complimentary protection plan covers 1 clean or 1 service/repair within the 12 month period.
16.2. To make a request for either of the above please email contact@soleservice.com.au quoting Lovers of Luxe and your order number.
16.3. Cover starts from the purchase date and is only valid on the qualifying bag
16.4. Usual Lovers of Luxe membership apply, please see above
16.5. Leather bags only

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