Terms & Conditions

Welcome to Loom!

These Terms & Conditions (“Terms”) govern your use of our mobile application (“App”), operated by Loom (“we,” “our,” or “us”). By accessing or using the App, you agree to these Terms. If you do not agree, please refrain from using the App.

1. Terms for Customers

1.1 Payments: Customers must pay 100% of the project fee upfront, which includes the Designer’s fee and Loom’s commission. 50% of the Designer’s fee is paid at the start of the project, and 50% on completion.

1.2 No Refund Policy: Each design is tailor-made for the customer, and refunds are only offered in exceptional circumstances (e.g., the item is faulty or unwearable due to Designer error). If a customer is dissatisfied, Loom will work with the Designer to make reasonable adjustments.

1.3 Dyeing Process: Loom cannot be held responsible for slight defects in colour when processes like dyeing are involved. Customers are advised to send only clean garments, as food stains or unclean clothing may impact the final result.

1.4 Designer Experience & Pricing: Loom works with Designers of varying experience levels, which will be communicated to customers and reflected in project pricing.

1.5 Shipping: Customers are advised to use tracked delivery for all items and to add a return address in case a problem arises. Loom cannot accept responsibility for lost items, and compensation must be claimed from the postal provider.

2. Terms for Designers

2.1 Fees & Commission: Designers set their own fees for each project. A 20% commission is added on top of the Designer’s fee, which Loom retains. If any discounts are offered to customers, these will be deducted from Loom’s commission unless otherwise agreed in writing.

2.2 Payments & Wallet: Designers will be automatically paid 50% of their fee when a customer pays for the project, with the remaining 50% released once Loom receives confirmation that the customer has received their item and is satisfied. Payments will be stored in the Designer’s wallet on the App, and withdrawals are subject to a minimal Stripe processing fee, which the Designer accepts by signing up to the App. Occasionally, Designers may need to invoice Loom for work completed outside the App; this will be agreed in advance. Such invoices will be paid within 30 days of receipt, typically within 5 working days.

2.3 Non-Compete Clause: Designers agree not to work directly with customers introduced via Loom for a period of two years from the date of introduction or the most recent project completion date, whichever is later. If a Designer works directly with a Loom customer within this period, Loom reserves the right to review and potentially revoke the Designer’s access to the platform.

2.4 Responsibility & Accountability: Designers must ensure they provide accurate information, including postal addresses, timelines, and expected results. Loom is not responsible for any misinformation provided by Designers. Designers are expected to resolve issues resulting from misinformation, and Loom reserves the right to review platform access if issues arise.

2.5 Ownership & Professionalism: Designers are responsible for delivering the agreed service as specified in the project brief. Any issues or disputes with customers should be reported to Loom immediately for mediation and resolution.

2.6 Shipping: Designers must use tracked delivery for all items and add a return address in case a problem arises.

3. General Terms

3.1 Amendments & Updates: Loom reserves the right to update these Terms & Conditions at any time, with notice provided to customers and Designers.

3.2 Dispute Resolution: Both Designers and customers agree to cooperate with Loom to resolve any disputes amicably. While we may mediate in disputes at our discretion and will do our best to help resolve any issues that arise, we are not obligated to pay for additional services or to intervene.

3.3 Legal Compliance: These Terms are governed by UK law, with disputes submitted to the exclusive jurisdiction of the UK courts.

3.4 Postage Requirements: Both Designers and customers must ensure that all items sent as part of a project are sent using tracked delivery services, and a return address must be included. This ensures that, in the event of lost parcels, compensation can be claimed with the postal provider. Loom is not responsible for any lost items during transit, and we strongly recommend keeping the tracking information for reference.

4. Intellectual Property

4.1 Ownership: All content on the App, including text, graphics, and logos, is owned by Loom or its licensors and protected under UK copyright laws.

4.2 Licence: We grant you a limited, non-exclusive licence to access and use the App for personal purposes. You may not reproduce, distribute, or modify any content without our consent.

4.3 Copyright Notice: The Loom App Ltd © 2025

4.4 Media & Promotional Use: By participating in Loom’s platform and services, you grant Loom a non-exclusive, royalty-free, worldwide licence to use, reproduce, and distribute any images, designs, or content you submit or create through Loom for promotional and marketing purposes. This includes but is not limited to press coverage, media features, social media, and advertising. While Loom may credit designers where appropriate, final editorial decisions on image usage and credits are at the discretion of the publication or media outlet. Loom cannot guarantee individual designer attributions in external press but will always endeavour to promote the platform and its creative community as a whole.

5. Privacy

5.1 Data Protection: We comply with UK GDPR regulations. Please review our Privacy Policy for details on how we handle your personal data.

6. Limitations of Liability

6.3 Disputes Over Costs or Services: In the event of disagreements regarding costs or service quality, Loom’s decision will be final. While we will mediate disputes and aim for fair resolutions, Loom is not obligated to reimburse costs or provide additional services unless explicitly agreed upon.

6.1 Designer Liability: Designers are solely responsible for the quality and delivery of their work. Any disputes regarding a project’s outcome must be resolved directly with the Designer.

6.2 Loom’s Liability: To the extent permitted by law, Loom is not liable for:

  • Dissatisfaction with the outcome of a project.

  • Loss, damage, or alteration of items during or after the upcycling process.

  • Any direct, indirect, or consequential damages arising from your use of the App or services.

If you have any questions or concerns about these Terms, please contact us at hello@theloomapp.com