Terms & Conditions of Service

01 Assessment and Quotation

Whenever possible, BAG CLINIC may carry out an initial assessment based on photographs or videos submitted by the client via WhatsApp, email or other digital channels.

Any assessment or price indication provided exclusively on the basis of photographs or videos shall be considered preliminary.

The final quotation may depend on physical inspection of the item and its actual condition upon receipt.

If, during treatment, additional requirements, damage, materials, previous repairs or circumstances are identified that substantially alter the work initially envisaged, BAG CLINIC will inform the client and request authorisation before carrying out additional work involving a material change to the quotation.

Quotations are valid for the period stated in the proposal or, where no period is specified, for 30 days.

02 Acceptance and Payment

Acceptance of a service may require an advance payment of 50% of the total quoted amount.

The outstanding balance must be paid upon completion of the service and before the item is returned or delivered to the client.

Certain treatments may require an advance payment exceeding 50%, particularly where specific materials, components, hardware, external specialist services or other costs need to be commissioned. This condition will always be communicated before the service is accepted.

Once work has commenced, amounts corresponding to services already performed, materials purchased or costs incurred will not be refundable, without prejudice to any statutory consumer rights.

03 Condition Report

Upon receipt of an item, BAG CLINIC may create a photographic or video record of its general condition, including signs of wear, stains, scratches, colour alterations, damage, deformation, structural defects, hardware, stitching, finishes and other relevant characteristics.

This record forms part of the technical documentation relating to the treatment and is intended to protect both the client and BAG CLINIC.

Clients must remove all personal belongings from handbags, wallets, pockets and other compartments before collection or delivery. BAG CLINIC accepts no responsibility for cash, documents, jewellery or other personal belongings inadvertently left inside an item.

04 Nature of Restoration

BAG CLINIC services involve specialist treatments performed on used items and materials subject to ageing, wear and previous intervention.

Our objective is to achieve the best technically possible result. It is not possible to guarantee that a used or damaged item will be restored to exactly the same condition as when it originally left the manufacturer.

Leather, suede, fabrics, adhesives, pigments, finishes, coatings, hardware and other components may react differently to cleaning, conditioning, repair, pigmentation or restoration processes.

Products, silicones, waterproofing agents, oils, adhesives, pigments, treatments or previous repairs that are not visible during the initial assessment may also be present and may only become apparent during treatment.

For these reasons, subtle differences in colour, texture, shine or finish may occur.

BAG CLINIC undertakes to apply the methods it considers technically most appropriate to preserve the item and achieve the best possible result.

05 Stains, Wear and Pre-existing Damage

Not all stains, colour alterations, scratches, cracks, creases, deformation or other damage can be completely removed.

In certain circumstances, attempting to eliminate an imperfection entirely may put the leather, pigmentation, finish or structure of the item at risk.

In such cases, BAG CLINIC will prioritise preservation of the item’s integrity over an excessively aggressive treatment.

Pre-existing damage or weaknesses may become more apparent during cleaning or restoration, particularly where caused by deterioration of materials, adhesives, stitching, coatings or finishes.

Whenever relevant risks are identified before treatment, these will, whenever possible, be communicated to the client.

06 Colour Restoration

Colour recovery, correction or alteration processes are carried out by hand.

Although BAG CLINIC will seek to reproduce the intended colour and finish as accurately as possible, an absolutely identical match to the original factory colour cannot be guaranteed.

The age of the item, exposure to sunlight, use, products previously applied, natural characteristics of the leather and differences between pigment batches may influence the final result.

For colour changes or particularly sensitive treatments, prior client approval may be requested.

07 Repairs, Components and Hardware

Where treatment involves replacement of components, hardware, zips, linings, handles, straps or other elements, BAG CLINIC will endeavour to use materials appropriate to the item and of compatible quality.

Unless expressly stated otherwise, the use of original components supplied by the item’s manufacturer cannot be guaranteed.

BAG CLINIC is an independent specialist service and is not affiliated with, sponsored by, endorsed by or officially associated with the brands whose items it treats.

08 Turnaround Times

When a service is accepted, the client will receive an estimated timeframe for completion.

Any timeframe provided is an estimate based on the apparent nature and complexity of the work and does not constitute a guaranteed completion date.

During an artisanal cleaning, repair or restoration process, additional technical requirements may become apparent. Additional drying, stabilisation or curing periods may also be required, as may the sourcing of materials or components or intervention by specialist technicians.

BAG CLINIC will always prioritise the quality and safety of the treatment over meeting a deadline that could compromise the final result.

Where there is a significant change to the initial estimate, we will endeavour to inform the client as soon as reasonably possible.

If an item is required by a specific date, this must be communicated before acceptance of the quotation and will be subject to express confirmation by BAG CLINIC.

09 Collection, Transport and Delivery

Where contracted, collection and delivery services will be provided under the conditions agreed with the client.

The client must ensure that someone is available at the agreed location and during the agreed collection or delivery period.

BAG CLINIC undertakes to use appropriate procedures for the transport and handling of items entrusted to it.

Specific conditions relating to geographical areas, fees, minimum service values or special collection and delivery services may be communicated in the quotation or at the time of booking.

10 Custody and Liability

While items are under the direct custody of BAG CLINIC, they will be handled and stored using procedures appropriate to their nature.

BAG CLINIC shall be liable, in accordance with applicable law, for damage directly attributable to it.

BAG CLINIC cannot, however, be held responsible for deterioration resulting from hidden defects, pre-existing ageing or degradation of materials, previous treatments or repairs, manufacturing defects, structural weakness or unpredictable material reactions that could not reasonably have been identified before treatment.

In the event of an incident, any liability will be assessed taking into account the condition, age, current commercial value and documented condition of the item at the time of receipt, as well as applicable law.

11 Quality, Guarantees and Complaints

BAG CLINIC intends every treatment to meet its standards of quality.

If a client identifies an issue that they believe relates to the execution of the service, they should contact BAG CLINIC as soon as possible after receiving the item and avoid using it until the matter can be assessed.

Where a deficiency attributable to the technical execution of the service is confirmed, BAG CLINIC will, whenever technically possible and legally appropriate, seek to correct the treatment at no additional cost to the client.

Limitations previously disclosed or inherent to the condition, materials, wear, previous damage or artisanal nature of the process shall not be considered defects in the service.

All statutory consumer rights and guarantees under Portuguese law remain applicable.

12 Items of Unknown Authenticity

BAG CLINIC provides care, cleaning, repair and restoration services and does not provide authentication services.

Acceptance of an item for treatment does not constitute any declaration, certification or guarantee regarding its authenticity.

BAG CLINIC reserves the right to refuse any item where there are concerns regarding its provenance or where its materials or construction do not allow for technically safe treatment.

13 Photography and Documentation

BAG CLINIC may photograph or film items before, during and after treatment for technical documentation, quality control, archive purposes and presentation of its work.

Such content may be used on the BAG CLINIC website, social media, portfolio, institutional materials, press or other communication channels, always respecting the privacy and discretion of our clients.

The client’s name, contact details, address or any other personal data that could identify the owner of the item will never be disclosed in association with such images.

Clients who do not wish their item to appear in any public communication should inform BAG CLINIC before treatment begins. This preference will be recorded in the item’s file.

14 Confidentiality

Discretion is an integral part of the BAG CLINIC service.

The identity of clients, their contact details, addresses, services commissioned and other personal or commercial information will not be publicly disclosed without authorisation.

Personal data will be processed in accordance with applicable legislation and the BAG CLINIC Privacy Policy.

15 Completion, Delivery and Storage

Once the service has been completed, the client will be informed using the contact details provided.

The item will be delivered or made available for return once all outstanding amounts have been paid.

Where delivery cannot be completed for an extended period for reasons attributable to the client, BAG CLINIC may charge reasonable storage costs, provided these have been communicated in advance and subject to applicable law.

16 Intellectual Property

The BAG CLINIC name, visual identity, texts, photographs, videos, content and other materials produced by the brand are protected under applicable intellectual property legislation.

Unauthorised reproduction or use of such content is prohibited.

Brands mentioned on the website belong to their respective owners and are used exclusively to identify items for which services may be provided.

BAG CLINIC is independent and has no official association, representation, sponsorship or affiliation with these brands unless expressly stated otherwise.

17 Amendments

BAG CLINIC may update these Terms & Conditions whenever necessary for operational, commercial or legal reasons.

The terms applicable to each service will be those in force at the time the service is accepted, except where mandatory law provides otherwise.

18 Applicable Law and Dispute Resolution

These Terms & Conditions are governed by Portuguese law.

In the event of a complaint or dispute, consumers may use the applicable Alternative Consumer Dispute Resolution mechanisms in accordance with Portuguese Law no. 144/2015 of 8 September.

19 Acceptance

Acceptance of a quotation and/or submission of an item to BAG CLINIC constitutes acknowledgement and acceptance of these Terms & Conditions.