Terms of Service

These terms apply when you use the Sartor app or website. They say who you buy from, how and when you pay, what happens if you change your mind, and what we promise if the fit is not right. Please read them before you place an order. You can save or print this page.

1. Who sells your garment

When you order a garment through Sartor, you buy it from us. We are the seller and the merchant of record: we take your payment and we are responsible to you for the garment. The atelier you choose is an independent tailoring workshop that makes the garment for us, to your measurements and the options on your order.

Sartor is a trading name of WABI - Shopping and Services LLC, a limited liability company registered in Delaware, USA. Address: 2334 Terracina Court, Missouri City, TX 77459, USA. E-mail: help@sartorus.com.

In these terms, "we", "us" and "Sartor" mean that company. We have no office in the United Kingdom. The quickest way to reach us is by e-mail.

2. Who can use Sartor

• You must be 18 or older to create an account and to order.
• You are responsible for keeping your account details correct and your sign-in secure.
• At launch we deliver to addresses in the United Kingdom only, and we charge in pounds sterling.
• Every atelier is checked before it can take an order. We review its workshop on a video call, and our payments provider, Stripe, verifies its business and its owner's identity. We do not keep the owner's identity document.

3. Prices and paying

Before you place an order you see the total price in pounds, what it includes, the deposit and the balance. The deposit is 50% of the total for every atelier, and the balance is the other 50%. You pay nothing more for the garment than that total. Prices are worked out by our servers from the atelier's catalogue; the app never decides a price.

You pay in two parts, by Apple Pay, Google Pay or card, through Stripe. We never see or keep your full card number.

1. When you order, the 50% deposit is authorised on your card. That means it is reserved, not taken.
2. The atelier has 24 hours to accept. When it accepts, the deposit is taken. If it declines, or does not answer within 24 hours, the authorisation is released and you are not charged.
3. When the atelier has finished your garment, we check its finishing photos, within one working day. Then the balance is charged to the card you used.
4. Your money is held by us until your garment is dispatched. It is released to the atelier when the garment is dispatched with a tracking number, and not before.

If the balance cannot be charged, we ask you to pay it in the app. Your garment is dispatched once the balance is paid.

4. Your order and the contract

Placing an order is an offer to buy the garment at the price shown. The button you press to place it says that you are ordering with an obligation to pay. The contract between you and us is made when the atelier accepts your order. We confirm it to you in the app and by e-mail, with these terms.

Before you order, we show you the atelier's lead time: the time it needs to make your garment, and the dates between which we expect to deliver it. When the atelier accepts, we confirm the latest date by which your garment will be delivered. That is the delivery date we agree with you. If it will be late, we tell you, and your legal rights apply (see section 6).

5. Cancelling an order

Your garment is made to your measurements. For that reason the 14-day right to cancel that applies to most things bought online does not apply to it (Consumer Contracts Regulations 2013, regulation 28(1)(b)). Instead:

• Before the atelier accepts you can cancel in the app, free of charge, at any time. The deposit was only authorised, so the authorisation is released and nothing is charged.
• After the atelier accepts you can ask us to cancel. We ask your atelier, and it decides. If it agrees, we refund your deposit less the cost of any cloth already cut for your garment, and we tell you that cost before the refund is made. If it does not agree, your order goes ahead.

This does not affect your rights if your garment is faulty, late or not what you ordered (see section 6).

6. Your legal rights

We are under a legal duty to supply a garment that matches your order. By law your garment must be of satisfactory quality, as described, fit for any purpose you told us about, and made to the measurements and options on your order. If it is not, you can ask us to repair or replace it, or ask for a refund: in full if you reject it within 30 days of delivery, or a price reduction or refund later if a repair or replacement does not put it right. If a problem shows within six months of delivery, it is taken to have been there from the start unless we show otherwise. These rights come from the Consumer Rights Act 2015. Nothing in these terms takes them away or limits them.

If your garment is late. If it is not delivered by the date we confirmed (section 4), you can give us a further period that is reasonable. If it is still not delivered by the end of that period, you can end the contract and we refund everything you paid for it. If you told us before you ordered that delivery by that date was essential, you can end the contract as soon as that date is missed.

7. Our free remake promise

This promise is given by us, Sartor (our name and address are in section 1), at no extra cost. It is in addition to your legal rights in section 6 and does not affect them.

• What it covers. If your garment does not fit you, the atelier alters or remakes it once, free of charge. That includes a garment made exactly to your order that still does not fit you, for example because a measurement was wrong, whether it came from our scan or from a tailor's measurement sheet. It does not cover changes in your body after you were measured, or style choices you approved.
• How to claim. In the app, open the order and choose "Request a remake" within 30 days of delivery. Say what is wrong and add photos. The 30 days are the same for every atelier.
• What happens next. The atelier answers within 2 working days. If it refuses, or does not answer in time, you can take the request to our concierge team in the app (within 7 days of a refusal), and the team decides. If the garment has to go back to the atelier, we give you a prepaid return label.
• Who makes the remake. The atelier that made your garment, arranged through the app. We do not pay for alterations by another tailor.
• Where it applies. To garments we deliver to the addresses we deliver to, which at launch are in the United Kingdom.

A decision by our concierge team does not stop you using your legal rights or going to court.

8. Your measurements and the live try-on

The body scan runs on your phone and reads up to 12 measurement points. The camera images never leave your phone and are never saved. When you place an order, the atelier receives the measurements recorded on that order so it can cut and sew your garment. Sartor staff can read your measurements only inside an open case about your order, and every such read is logged. Our Privacy Policy says more.

The live try-on is optional. It sends live video from your camera to Decart.ai Inc., our try-on provider in the USA, for the length of each preview, so that its AI model can show the garment on you. Decart's published terms allow it to keep what it receives and to use it to train and improve its AI models. We have asked Decart in writing not to keep the video and not to use it for training; until it agrees, its terms allow both. You choose whether to use the try-on, and you are asked to agree before your first session. The Privacy Policy explains this in full.

The try-on picture is made by AI. It is a preview, not the fit: your garment is cut to your measurements. Decart is not responsible for the Sartor app, the try-on pictures, the garments and services we provide, or your relationship with us, and, as far as the law allows, Decart has no liability to you. This does not reduce our own responsibility to you under these terms.

9. Messages and delivery

You can message your atelier in the app. Messages are not machine-translated. Your atelier ships your garment with a tracked carrier of its choice, which receives your name, delivery address and phone number to deliver it.

10. Using Sartor fairly

Keep your messages and payments on Sartor. If you pay an atelier outside Sartor, that payment is not held by us and our remake promise does not cover it, and we may close your account. Only add another person's measurements with their permission. Treat ateliers and their staff with respect.

11. Our responsibility to you

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Nothing in them affects your legal rights as a consumer, including those in section 6.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if both of us knew it might happen when the contract was made. We are not responsible for loss that was not foreseeable. If you buy for a business, we are not responsible for loss of profit, business or opportunity.

12. Changes to these terms

We may change these terms for a valid reason, such as a change in the law or in how Sartor works, and we will say what the reason is. We tell you in the app or by e-mail at least 30 days before a change applies. A change never applies to an order you have already placed: that order keeps the terms it was placed under. The version and date at the top of this page show which terms are current.

13. Complaints, law and courts

Complaints. Write to us at the e-mail address in section 1, with your order number if you have one. We acknowledge your complaint within 5 working days and tell you what we will do about it.

If you are a customer, these terms are governed by the law of the country where you live. In the United Kingdom that is the law of the part of the UK where you live: England and Wales, Scotland, or Northern Ireland. You can bring legal proceedings in the courts of the place where you live, and we can bring proceedings against you only there.

If you use Sartor as an atelier, you do so as a business. These terms, and your agreement with us, are then governed by the law of the State of Delaware, USA, and disputes go to the courts of the State of Delaware.