Terms and Conditions
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Guarantee and
Policies
Our Commitment to You
At SOLE Boot Lab, we believe that purchasing ski boots is the beginning of a professional fitting relationship, not simply a retail transaction.
Every skier is different, and achieving an appropriate fit is a process that combines individual assessment, technical expertise, the right equipment and, sometimes, adjustments after skiing.
Our Terms & Conditions are designed to explain that relationship clearly. They establish what customers can expect from SOLE, the support and guarantees we provide, and how we work together when something needs attention.
We stand behind our professional recommendations and the work we undertake. Our ongoing fitting support reflects that commitment.
We also believe in transparency. Some situations require further assessment, some equipment has technical limitations, and not every problem can be resolved through replacement. Our policies explain how these situations are approached fairly and consistently.
These conditions are intended to protect the interests of both our customers and our business, while respecting the consumer rights guaranteed under French law.
Our goal is straightforward: to provide appropriate equipment, professional service and a constructive solution whenever a problem arises.
SOLE Boot Lab
Terms & Conditions
1. General Terms & Conditions SOLE Boot Lab is operated by SOLE SPORTS LABS SARL, based in Chamonix-Mont-Blanc, France. These Terms & Conditions apply to all purchases, appointments and services provided by SOLE Boot Lab, including ski boots, custom footbeds, liners, boot modifications, fitting services, ski equipment, accessories and associated workshop services. SOLE Boot Lab is a specialist ski-boot fitting and equipment optimisation business. Our services are based on professional assessment, technical expertise and the selection or adaptation of equipment to the individual skier's anatomy, skiing requirements and objectives. Ski-boot fitting is an in-person, progressive process that may require further assessment and adjustment after the initial fitting. 1.1 Application of These Terms These Terms & Conditions establish the commercial policies governing our products, services, appointments, fitting procedures, guarantees and after-sales support. Customers are provided with access to the applicable Terms & Conditions before entering into a purchase or paid service agreement. Different conditions apply depending upon whether ski boots were originally purchased from SOLE Boot Lab or another retailer, as detailed in Sections 4, 5 and 6. 1.2 Commercial Guarantees & Statutory Rights SOLE Boot Lab provides certain voluntary commercial guarantees and after-sales services in addition to the protections required by French law. The scope, duration and conditions of these additional commitments are defined in the relevant sections of this document. Nothing in these Terms & Conditions excludes, limits or replaces customers' mandatory statutory rights under applicable French consumer law, including the legal guarantee of conformity and the guarantee against hidden defects. 1.3 Applicable Version & Amendments SOLE Boot Lab may update these Terms & Conditions to reflect changes in legislation, products, services or commercial policy. The version applicable to a purchase or service is the version communicated to the customer when the relevant agreement was concluded. Subsequent amendments do not retrospectively alter existing contractual rights or guarantees, unless lawfully agreed with the customer. The current Terms & Conditions are available on our website and may be requested in-store.
2. Appointments & Purpose of Booking Appointments at SOLE Boot Lab are reserved for the service selected at the time of booking. Customers must select the appropriate appointment type to ensure that sufficient time and resources can be allocated to their requirements. 2.1 Boot Purchase Appointments A Boot Purchase appointment is intended for customers wishing to select and purchase new ski boots from SOLE Boot Lab. This appointment includes our professional assessment, boot selection and fitting process associated with purchasing new equipment. Boot Purchase appointments are not intended for the assessment, adjustment or modification of ski boots purchased elsewhere. Customers who already own boots and require fitting assistance must select the appropriate existing-boot service when booking. 2.2 Existing Boots & Workshop Services Appointments for boots purchased elsewhere are subject to availability, professional assessment and separate charges. All services and associated products supplied for externally purchased boots are governed by Section 5 of these Terms & Conditions. Accepting an appointment does not guarantee that SOLE Boot Lab will consider the customer's existing equipment suitable or that the requested modifications can or should be performed. We reserve the right to recommend an alternative solution or decline work where we reasonably consider the equipment unsuitable, unsafe or incapable of achieving an appropriate result. 2.3 Appointment Times & Workshop Organisation Appointment times allow SOLE Boot Lab to organise its workload and allocate professional fitting resources. Ski-boot fitting is a progressive technical process, and the time required for individual assessments, modifications and adjustments cannot always be predicted accurately. An appointment does not guarantee an exclusive or uninterrupted period with an individual bootfitter. Our fitters may assist several customers during different stages of the fitting process. While equipment is being heated, cooled, modified or assessed, a fitter may continue working with another customer. Consequently, appointments may occasionally begin later than scheduled or require more time than initially anticipated. We will make reasonable efforts to minimise delays and keep customers informed where practicable. 2.4 Priority for SOLE Boot Lab Customers Customers returning for fitting adjustments to ski boots originally purchased from SOLE Boot Lab form part of our ongoing Fit Guarantee and lifetime fitting support service. These customers may receive priority over discretionary workshop services performed on equipment purchased elsewhere. This priority remains applicable even where SOLE Boot Lab has previously undertaken extensive paid work on externally purchased equipment. Previous payment for fitting services or products does not establish the same ongoing commercial fitting entitlement as purchasing ski boots from SOLE Boot Lab. We will nevertheless endeavour to respect scheduled appointments and provide reasonable service to all customers. 2.5 Allocation of Fitters Appointments are made with SOLE Boot Lab as a professional fitting team rather than guaranteeing the services of a particular individual, unless expressly agreed otherwise. A customer's fitting may be assessed, continued or reviewed by different members of our team. Our fitters work collaboratively and may consult colleagues where additional experience, technical knowledge or a different perspective may assist the fitting process. A change of fitter does not, by itself, indicate that previous work was incorrect or that the fitting process has failed. 2.6 Physical Attendance & Follow-Up Appointments Ski-boot fitting requires direct physical assessment of the customer and their equipment. All fitting appointments, adjustments, reassessments and fit-related follow-up services must take place in person at SOLE Boot Lab, with the customer and relevant equipment physically present. We do not provide remote fitting assessments or accept equipment sent by post as a substitute for the customer's physical attendance. Customers experiencing fitting difficulties should arrange an appropriate return appointment and bring the boots, footbeds, liners and any other relevant equipment. Where the issue concerns compatibility or interaction with skis and bindings, customers may also be required to present that equipment. These attendance requirements form part of our fitting service and voluntary commercial Fit Guarantee. They do not restrict a customer's right to notify us remotely of a complaint or exercise mandatory statutory consumer rights. 2.7 Punctuality & Appointment Changes Customers are requested to arrive on time and prepared for their appointment. Late arrival may reduce the time available for the scheduled service, result in unavoidable delays or require the appointment to be rescheduled. Where customers cannot attend, we ask that they notify SOLE Boot Lab as early as reasonably possible so that the appointment may be offered to another customer. SOLE Boot Lab may also need to adjust appointment arrangements where unexpected technical requirements, workshop capacity or circumstances beyond our reasonable control prevent the scheduled service from proceeding as planned. 2.8 Right to Decline Work SOLE Boot Lab reserves the right to decline a requested service where, following professional assessment, we reasonably determine that: The equipment is unsuitable, unsafe, excessively worn, damaged or technically incompatible. The requested intervention is unlikely to achieve an appropriate or reliable result. The proposed modification may compromise the structural integrity, function or safety of the equipment. The requested work falls outside our professional competence or available technical capabilities. We will explain the relevant reasons and, where appropriate, suggest an alternative course of action. Our decision to decline a new or additional discretionary service does not exclude any existing contractual obligations or mandatory statutory rights.
3. Boot Selection & Fitting SOLE Boot Lab sells ski boots as part of a professional assessment, selection and fitting process. Our responsibility is not simply to supply a particular model, size or flex requested by the customer, but to identify equipment that we reasonably consider appropriate for the skier's individual anatomy, skiing objectives, ability and intended use. Our recommendations are based on the information available at the time of fitting, including physical assessment, measurements, observation, discussion with the customer, equipment characteristics and our professional experience. Ski-boot sizing cannot be determined by foot length or conventional shoe size alone. Shell geometry, internal volume, foot and lower-leg anatomy, range of movement, stance, skiing technique and intended use may all influence the equipment we recommend. Similarly, manufacturers' stated flex ratings are not standardised mechanical measurements and cannot be directly compared across every model or manufacturer. A numerical flex designation is therefore one consideration within the selection process, rather than a guaranteed measure of stiffness or skiing performance. Customers are encouraged to explain their skiing objectives, previous fitting experiences, physical limitations, injuries, sensitivities and any other information that may be relevant. Our recommendations necessarily depend in part upon the accuracy and completeness of the information provided. The initial fitting is the beginning of a process that may require further assessment and adjustment once the equipment has been used. Ski boots interact with the human body under dynamic loading, changing temperatures and variable skiing conditions. Certain fitting issues may only become apparent after skiing. For boots purchased from SOLE Boot Lab, reasonable subsequent fitting adjustments are provided in accordance with the SOLE Fit Guarantee described in Section 4. 3.1 Customer Preferences & Professional Recommendations We recognise that customers may have preferences concerning particular brands, models, sizes, flex ratings or fitting characteristics. These preferences form part of our assessment but do not determine our professional recommendations. SOLE Boot Lab is not obliged to recommend or supply equipment that we reasonably consider inappropriate, unsuitable or unsafe for the customer's anatomy, intended use or skiing objectives. Where a customer chooses equipment contrary to our professional recommendation, we may decline the sale or explain the specific limitations and consequences of that choice before proceeding. Where expressly communicated and agreed before purchase, our voluntary commercial Fit Guarantee may exclude fitting difficulties directly attributable to a customer's informed decision to select equipment contrary to our recommendation. Such exclusions do not affect mandatory statutory consumer rights. 3.2 Children & Growing Feet Children and young skiers require particular consideration because their feet, bodies and skiing requirements continue to develop. When selecting ski boots for a child, SOLE Boot Lab will make reasonable allowance for anticipated growth where appropriate. However, our priority remains to provide equipment that is safe, functional and suitable for the child's anatomy and skiing requirements at the time of purchase. We will not deliberately recommend excessively large ski boots simply to extend their potential lifespan. Oversized ski boots can compromise retention, support, control and the skier's ability to use the equipment effectively. 3.2.1 Growth Cannot Be Predicted The timing, rate and nature of a child's growth cannot be reliably predicted. Feet may change in length, width, volume and proportion, and these changes may occur unevenly or unexpectedly. A ski boot that fits appropriately when purchased may therefore become too small or unsuitable as the child develops. Normal physical growth after purchase does not, by itself, constitute a failure of the original fitting. Replacement or compensation under the voluntary SOLE Fit Guarantee is not provided simply because a child has subsequently outgrown equipment that was appropriately selected and fitted at the time of purchase. This does not affect statutory rights relating to the conformity of the original product or service. 3.2.2 Ongoing Adjustments During the usable life of the equipment, SOLE Boot Lab will continue to provide fitting support in accordance with the applicable provisions of Section 4. Where technically appropriate, adjustments may accommodate certain changes in the child's foot or fitting requirements. However, modifications cannot indefinitely compensate for equipment that has become fundamentally too small or otherwise unsuitable through growth. Where continued use would be inappropriate or unsafe, replacement with correctly sized equipment may be necessary. 3.2.3 Parents & Legal Guardians Purchasing and fitting decisions involving children or minors should be made with the involvement of a parent or legal guardian. We will explain our recommendations and, where relevant, the compromise between current fit, skiing performance and reasonable allowance for future growth. Where a parent or guardian requests a size or product contrary to our recommendation, particularly equipment selected primarily to extend its lifespan, we may decline to supply it. Where we agree to proceed, any limitations to our voluntary commercial Fit Guarantee arising directly from that informed choice must be explained and agreed before purchase. Mandatory statutory consumer rights remain unaffected. 3.3 Boot & Binding Compatibility Ski-boot selection must take account of compatibility with the customer's existing ski bindings. Boot-sole construction, applicable technical standards and binding design determine whether particular combinations are compatible. The age of a binding, its purchase date or the fact that it was purchased new does not establish compatibility with a particular ski boot. Different boot-sole standards and binding systems are not universally interchangeable. Where relevant, SOLE Boot Lab will explain the compatibility requirements associated with the boots being considered. Customers intending to use new boots with existing bindings should provide accurate information about those bindings, including their manufacturer, model and relevant technical characteristics. Where compatibility cannot be confidently established from the available information, we recommend that the customer brings their skis and bindings for physical inspection. Physical inspection allows us to assess the actual equipment rather than relying solely upon product descriptions, assumptions or information supplied by third parties. 3.4 Customer Responsibility for Existing Equipment Customers are responsible for informing SOLE Boot Lab of existing equipment with which their new boots are intended to be used. Where the customer does not present their skis and bindings for inspection, our ability to verify compatibility may be limited. If a customer confirms that their bindings are compatible or elects to proceed without a physical compatibility assessment, we may reasonably rely upon the information provided, while explaining any material compatibility concerns identified during the sale. Where previously undisclosed incompatibility is subsequently established, this does not automatically mean that the ski boots were incorrectly selected, fitted or supplied. An incompatibility resulting from inaccurate or incomplete information about existing equipment does not, by itself, establish a failure of the boot-fitting service or create an entitlement under our voluntary commercial Fit Guarantee. However, SOLE Boot Lab remains responsible for the accuracy of its own professional advice and for fulfilling its applicable legal obligations. 3.5 Binding Incompatibility Discovered After Purchase Where incompatibility is identified following the purchase of new ski boots, SOLE Boot Lab will assess the available options. Depending upon the equipment concerned, these may include adjustment of compatible bindings, replacement of permitted binding components or replacement of the incompatible ski or binding system. Any intervention must remain within the binding manufacturer's requirements and applicable safety standards. The discovery of incompatibility does not automatically mean that correctly supplied ski boots must be exchanged, replaced or refunded under our voluntary commercial guarantee. Likewise, the fact that boots have not yet been skied does not, by itself, create an automatic right to cancel an otherwise correctly completed in-store purchase. Where appropriate, SOLE Boot Lab may offer an exchange, alternative equipment or another commercial solution at its discretion. Any such arrangement is separate from the customer's mandatory statutory rights, which remain fully applicable. 3.6 New Ski Boots & Existing Ski Performance A ski boot does not operate independently of the rest of the skier's equipment. The skier, boot, binding and ski function as an interconnected mechanical system. Changing ski boots can alter the skier's stance, range of movement, support, leverage and transmission of force through the binding to the ski. Consequently, skis and bindings that previously felt familiar may behave differently when used with new boots, even where those boots are correctly selected and fitted. Differences in forward lean, cuff geometry, lateral support, flex characteristics, boot-sole geometry and overall fit may influence how the skier interacts with the ski. A more supportive or precise boot may also expose characteristics or limitations in existing equipment that were less apparent with previous boots. The resulting ski setup may therefore initially feel different, more demanding, more reactive, less forgiving or unfamiliar. Such changes do not automatically establish that the new ski boots are unsuitable or incorrectly fitted. 3.7 Adaptation & Assessment of the Complete Setup A period of adaptation to new ski boots may be necessary. Where a customer experiences a significant change in skiing performance or equipment behaviour, SOLE Boot Lab may recommend an assessment of the complete boot, binding and ski system. Where technically appropriate, we may recommend or undertake adjustments to the boot setup, compatible bindings or other relevant equipment. Any work outside the applicable Fit Guarantee or original purchase agreement may be subject to additional charges, which will be explained before proceeding. Where our assessment reasonably establishes that the boots fit and function appropriately, but the customer's dissatisfaction principally results from the characteristics or configuration of other equipment, this does not, by itself, constitute a failure of the boot-fitting service. SOLE Boot Lab's commercial Fit Guarantee does not guarantee the performance, suitability or compatibility of existing equipment purchased elsewhere. This distinction does not exclude responsibility for any incorrect advice, defective products or improperly performed work attributable to SOLE Boot Lab under applicable law. 3.8 Existing Equipment That SOLE Boot Lab Would Not Have Selected Customers may own skis, bindings or other equipment that SOLE Boot Lab would not have selected or recommended for their anatomy, skiing objectives or intended use. Where this equipment is safe and technically compatible, we may nevertheless be able to assess, adjust or work with it. Our willingness to work with existing equipment does not constitute an endorsement of its original selection, configuration, suitability or performance. Where we believe existing equipment is materially compromising the fit, function or performance of correctly selected ski boots, we will explain our assessment and recommend what we reasonably consider an appropriate solution. Customers are not obliged to purchase alternative equipment from SOLE Boot Lab. However, choosing to retain equipment against our professional recommendation does not automatically make SOLE Boot Lab responsible for performance characteristics or limitations arising from that equipment. 3.9 Compatibility, Suitability & Safety There is an important distinction between equipment that is technically compatible, equipment that is suitable for a particular skier and equipment that is safe to use. Equipment may be technically compatible while remaining inappropriate for the customer's anatomy, skiing objectives or intended use. Similarly, equipment that appears suitable in principle may be unsafe because of damage, deterioration, incorrect adjustment or incompatible components. SOLE Boot Lab may decline to mount, adjust, modify, fit or approve equipment where we reasonably consider it: Technically incompatible. Damaged, excessively worn or structurally compromised. Incapable of being reliably adjusted or maintained. Unsuitable for the proposed use. Likely to compromise the safety or proper function of the complete equipment system. We will explain our concerns where reasonably practicable and may recommend replacement, further inspection or an alternative solution. Nothing in this section removes SOLE Boot Lab's responsibility for its own professional services or any mandatory statutory consumer rights.
4. The SOLE Fit Guarantee — Commercial Guarantee Contract When you purchase ski boots from SOLE Boot Lab, our responsibility does not end when you leave the shop. Our Fit Guarantee is a voluntary commercial commitment to continue working with you to achieve an appropriate fit from the boots we have professionally selected, supplied and fitted. Ski-boot fitting is a progressive process. Individual anatomy, equipment characteristics and skiing conditions mean that certain fitting issues may only become apparent after the boots have been skied. Pressure points, heel retention, internal volume, stance and other fitting characteristics may therefore require further assessment and adjustment. A fitting problem does not necessarily mean that the original boot selection was incorrect or that the fitting has failed. It may simply mean that the fitting process is not yet complete. The SOLE Fit Guarantee consists of a one-year commercial fitting guarantee, together with ongoing fitting support for the usable life of the original boots. These voluntary commitments are provided without an additional guarantee charge and are separate from the customer's mandatory statutory rights. 4.1 One-Year Fit Guarantee For one year from the original purchase date, SOLE Boot Lab guarantees to provide reasonable fitting assessments and adjustments intended to achieve an appropriate fit from ski boots professionally selected, supplied and fitted by us. Where a customer experiences a fitting problem during this period, SOLE Boot Lab must be given a reasonable opportunity to assess the issue and undertake the appropriate fitting process. This may include shell modifications, liner adjustments, footbed modifications, volume adjustments, stance adjustments or other interventions that we reasonably consider appropriate. Reasonable fitting labour required to resolve issues covered by the guarantee is provided without additional fitting charges. There is no predetermined number of visits required to complete a fitting. Some customers may require no additional work, while others may require several adjustments. A fitting issue reported within the one-year guarantee period will continue to be assessed where reasonably necessary, even if the process extends beyond the original anniversary date. The one-year guarantee does not provide an entitlement to unlimited modifications, replacement equipment or changes to the customer's original skiing requirements. 4.2 The Fitting Process & Professional Assessment SOLE Boot Lab evaluates fitting difficulties using the customer's description of their experience, physical observations, equipment characteristics and professional judgement. A new ski boot may feel substantially different from previous equipment. Close contact around the toes, increased retention, a more precise fit, reduced internal movement or a different stance do not individually establish that a boot is incorrectly sized or unsuitable. Where we reasonably believe that a fitting issue can be resolved through adjustment of the existing equipment, we will normally recommend that intervention before considering replacement. Fitting modifications may be undertaken progressively. A fitter may perform a limited adjustment and recommend that the customer ski the equipment again before reassessing the result. This approach allows the effects of each intervention to be evaluated and reduces the risk of unnecessary or irreversible modifications. The need for further skiing or reassessment does not, by itself, mean that the original intervention was unsuccessful. SOLE Boot Lab retains professional responsibility for determining the fitting interventions it considers technically appropriate. 4.3 Customer Participation & Reasonable Opportunity to Resolve a Fit The SOLE Fit Guarantee requires reasonable cooperation between the customer and SOLE Boot Lab. Customers experiencing fitting difficulties must provide accurate information concerning the problem, the circumstances in which it occurs and the equipment involved. They must also provide SOLE Boot Lab with a reasonable opportunity to assess the issue, undertake appropriate interventions and evaluate their effectiveness. Customers are not required to accept unlimited or unreasonable modifications. Equally, dissatisfaction with the number of visits, limited travel time, personal frustration or a preference for a different product does not automatically establish that the fitting process has failed. Where a customer chooses to discontinue a fitting process that SOLE Boot Lab reasonably considers capable of resolution, that decision does not automatically create an entitlement to replacement or credit under the voluntary commercial guarantee. SOLE Boot Lab will not continue modifying equipment indefinitely where repeated interventions are no longer producing meaningful improvement. 4.4 When the Original Boots Cannot Be Made Suitable Where reasonable fitting interventions have been unsuccessful, or professional assessment establishes that the original boots cannot reasonably be made suitable, SOLE Boot Lab will explain its conclusions and the available options. Under the one-year voluntary commercial Fit Guarantee, SOLE Boot Lab may provide an appropriate replacement pair of boots. Where an appropriate replacement cannot reasonably be supplied within the conditions of this guarantee, SOLE Boot Lab will issue a credit note equivalent to the original purchase price of the boots. A replacement is intended to resolve the original fitting problem, not to provide an opportunity to change equipment categories, skiing programmes or unrelated personal preferences. No voluntary cash refund is offered under the SOLE Fit Guarantee. Any legally required statutory remedy, including reimbursement where applicable, remains unaffected. 4.5 Replacement Boots — Eligibility & Original Product Range Replacement boots offered under the voluntary SOLE Fit Guarantee must remain consistent with the customer's original skiing objectives, intended use and equipment category. Eligible replacements are restricted to suitable models and product ranges that were available from SOLE Boot Lab at the time of the original purchase. The guarantee does not entitle a customer to demand a model, product category or technical specification introduced into our range after the original purchase date. Nor does it provide an entitlement to move into a substantially different category of boot because the customer's skiing programme, objectives or personal preferences have subsequently changed. For example, a customer originally fitted for an alpine skiing programme cannot automatically request a ski-touring boot as a replacement simply because their intended skiing activities have changed. Where the original boot is discontinued, unavailable or unsuitable, SOLE Boot Lab will assess appropriate alternatives from the eligible original product range. A replacement must be technically suitable for the customer and available for supply when the exchange is arranged. Where no appropriate eligible replacement can reasonably be provided, a credit note will be issued in accordance with Section 4.7. 4.6 Replacement Prices & Differences in Value Where replacement boots are supplied under the voluntary commercial Fit Guarantee, any difference between the price originally paid for the boots and the agreed selling price of the replacement boots must be accounted for. If the replacement boots are more expensive, the customer must pay the difference. If the replacement boots are less expensive, the difference will be issued as a credit note. No voluntary cash refund will be provided for a difference in price. The calculation is based upon the actual price paid for the original boots and the agreed selling price of the replacement boots. Replacement under the Fit Guarantee does not provide an entitlement to a free upgrade, a more expensive product or equipment outside the original eligible range. Any additional products, upgrades or services requested beyond the original fitting requirements may be charged separately. 4.7 Credit Notes — Validity & Conditions Where a credit note is issued under the voluntary SOLE Fit Guarantee, it will remain valid for 24 months from its date of issue. Credit notes may be used towards new ski boots, associated fitting products, accessories or services supplied by SOLE Boot Lab. They may be used in full or in part, with any remaining balance available until the original expiry date. A partial purchase does not restart or extend the original validity period. Credit notes are issued to the original purchaser and are not transferable without SOLE Boot Lab's agreement. Credit notes cannot be exchanged for cash or voluntarily reimbursed. The issue date, original value, remaining balance and expiry date will be recorded by SOLE Boot Lab and communicated to the customer. These conditions apply exclusively to voluntary commercial credit notes. They do not replace or restrict a customer's statutory entitlement to reimbursement or other mandatory remedies. 4.8 Boots & Separately Invoiced Products The one-year SOLE Fit Guarantee replacement-or-credit provision applies exclusively to the actual purchase price of the ski boots, as separately identified on the original sales invoice. Custom footbeds are always priced and invoiced independently of the ski boots. They are never included in the boot purchase price. Other products, including aftermarket liners, replacement components and accessories, are likewise treated according to their individual invoiced value. Where boots are replaced or credited under the voluntary commercial Fit Guarantee, the value of separately invoiced footbeds, liners and other products is excluded from the replacement-or-credit calculation. Where technically appropriate, existing footbeds or liners may be transferred or adapted to replacement boots. A replacement of the original boots does not automatically create an entitlement to replacement, exchange, credit or reimbursement of correctly supplied and conforming associated products. All separately supplied products remain subject to their own applicable statutory consumer guarantees and remedies. 4.9 Lifetime Fitting Support Our commitment to customers purchasing ski boots from SOLE Boot Lab continues beyond the initial one-year guarantee. For the usable life of the original boots, we provide ongoing fitting support and reasonable fitting adjustments intended to maintain their fit and function. This service is personal to the original purchaser and is not transferable if the boots are sold, gifted or otherwise transferred to another person. The usable life of a ski boot continues for as long as the equipment remains safe, structurally serviceable and capable of being reliably used. There is no predetermined number of seasons defining the usable life of a boot. Its condition, rather than simply its age, determines whether further fitting work remains appropriate. Reasonable fitting labour associated with maintaining the original fit is included within this lifetime support commitment. However, lifetime fitting support does not mean that every replacement component, accessory or product is supplied free of charge. Replacement liners, footbeds, soles, straps and other components may be separately chargeable where replacement results from normal wear, damage, deterioration or changes unrelated to the original fitting. Lifetime fitting support is not a lifetime replacement, credit-note or refund guarantee. The one-year commercial replacement-or-credit provision does not continue indefinitely. Where equipment is no longer structurally sound, safe or reasonably serviceable, SOLE Boot Lab may decline further fitting interventions. 4.10 Third-Party Opinions & Assessments Ski-boot fitting involves professional judgement. Different bootfitters, retailers, coaches and other professionals may reasonably hold different opinions concerning boot sizing, shell geometry, flex, footbeds, liners, stance and fitting methodology. An alternative professional opinion does not, by itself, establish that equipment selected or fitted by SOLE Boot Lab was incorrect. Nor does it automatically create an entitlement to replacement, credit or compensation under our commercial Fit Guarantee. Where a customer continues to experience fitting difficulties, SOLE Boot Lab must be given a reasonable opportunity to assess the issue and determine an appropriate course of action. We will consider relevant information provided by other professionals but are not obliged under our voluntary commercial guarantee to adopt another professional's preferred diagnosis, equipment selection or fitting method. Customers considering significant third-party modifications are encouraged to contact SOLE Boot Lab before authorising those changes. 4.11 Third-Party Work & Modifications Customers are free to seek professional advice or fitting services elsewhere. However, SOLE Boot Lab cannot accept responsibility under its voluntary commercial Fit Guarantee for the quality or outcome of work undertaken by another bootfitter, retailer or third party. Where third-party interventions materially alter the shell, liner, footbed, stance, geometry or other relevant characteristics of equipment originally supplied by SOLE Boot Lab, our ability to continue the original fitting process may be affected. Such alterations may make it difficult or impossible to determine the original cause of a fitting problem or reliably assess the condition of the equipment before the intervention. Where a subsequent fitting problem results directly from, or has been materially affected by, third-party work, the voluntary commercial guarantee may cease to apply to that problem to the extent justified by the circumstances. This does not exclude statutory rights or SOLE Boot Lab's responsibility for its own products and services. 4.12 Changing Requirements & Expectations The SOLE Fit Guarantee relates to the original equipment selection and the customer's skiing objectives at the time of purchase. Customers' preferences, skiing abilities, physical characteristics and intended activities may change over time. Where reasonable fitting adjustments can accommodate these changes, SOLE Boot Lab may provide assistance within its ongoing fitting support service. However, the commercial guarantee does not require SOLE Boot Lab to replace equipment simply because a customer develops new preferences, changes their skiing programme or wishes to move into a different category of boot. Similarly, no fitting process can guarantee the simultaneous achievement of contradictory or mechanically incompatible requirements. Where expectations change repeatedly or become technically unachievable, we will explain the relevant limitations and recommend what we reasonably consider an appropriate solution. 4.13 Physical Attendance & Remote Returns The SOLE Fit Guarantee is based upon direct physical assessment of the customer and their equipment. All fitting reassessments, modifications, replacement assessments and fit-related follow-up appointments under this voluntary commercial guarantee must take place in person at SOLE Boot Lab. The customer must be physically present with the boots and any relevant footbeds, liners or associated equipment. We do not conduct remote fitting assessments, determine fitting suitability solely from photographs or descriptions, or accept boots returned by post as a substitute for the required in-person fitting process. Where a replacement is agreed under the voluntary commercial Fit Guarantee, the replacement fitting and exchange must be completed in person. Customers living or travelling outside Chamonix remain eligible to use the commercial fitting service, provided they attend our premises in person. These attendance requirements do not prevent customers from raising complaints remotely or exercising mandatory statutory rights. Any legally required return, repair, replacement or reimbursement will be handled in accordance with applicable law. 4.14 Commercial Guarantee Exclusions The voluntary one-year replacement-or-credit guarantee does not cover fitting difficulties resulting solely from: Normal wear, deterioration or the equipment reaching the end of its safe usable life. Physical growth or subsequent anatomical changes unrelated to the original fitting. A change in the customer's skiing programme, objectives or equipment preferences after purchase. Accidental damage, misuse, improper storage or unauthorised alterations affecting the fitting outcome. Third-party modifications that directly cause or materially contribute to the reported problem. Equipment selected contrary to SOLE Boot Lab's professional recommendation, where the relevant limitation was specifically explained and agreed before purchase. Problems arising solely from other equipment not supplied or incorrectly assessed by SOLE Boot Lab. These exclusions apply only to the extent that the relevant circumstances are established and affect the voluntary commercial guarantee. They do not exclude any responsibility imposed upon SOLE Boot Lab by applicable law. 4.15 Commercial Guarantee Information The SOLE Fit Guarantee is a voluntary commercial guarantee provided by SOLE SPORTS LABS SARL, trading as SOLE Boot Lab. Guarantor: SOLE SPORTS LABS SARL Trading name: SOLE Boot Lab Address: 14 Chemin des Pouvolles, 74400 Chamonix-Mont-Blanc, France. Telephone: +33 (0)4 50 96 11 63 Email: sales@solesportslabs.com Territorial scope: The voluntary fitting service is provided in person at SOLE Boot Lab in Chamonix-Mont-Blanc, France, and is available to eligible customers regardless of their country of residence. Duration: One year from the original purchase date for the voluntary commercial replacement-or-credit guarantee, together with fitting support for the usable life of the equipment as defined in Section 4.9. Price: Included without an additional commercial guarantee charge with eligible ski boots purchased from SOLE Boot Lab. To request assistance, customers should contact SOLE Boot Lab, describe their fitting problem and arrange an appropriate assessment. Proof of purchase and the relevant equipment must be presented for the in-person fitting service. The one-year voluntary commercial guarantee is measured from the original purchase date and is not automatically restarted by a commercial replacement, except where applicable law or an express additional commitment requires otherwise. The applicable commercial guarantee is the guarantee communicated to the customer at the time of the original purchase. Subsequent amendments do not retrospectively remove existing contractual rights. 4.16 Statutory Consumer Rights The SOLE Fit Guarantee is an additional voluntary commercial commitment. It does not replace, restrict or exclude the customer's rights under the French legal guarantee of conformity or the guarantee against hidden defects. Under the French Consumer Code, consumers benefit from statutory protections concerning defective or non-conforming goods, including legally prescribed remedies. These may include repair, replacement, a price reduction or termination of the contract with reimbursement where the relevant statutory conditions are satisfied. Such rights exist independently of SOLE Boot Lab's voluntary one-year Fit Guarantee and are not restricted to its commercial duration, replacement range, credit-note conditions or in-person fitting requirements. Consumers also retain their rights under Articles 1641 to 1649 of the French Civil Code concerning hidden defects. Nothing in these Terms & Conditions prevents a customer from exercising those mandatory statutory rights. Where French law requires reimbursement, SOLE Boot Lab will comply with that obligation. Outside such mandatory legal obligations or any pre-existing binding contractual commitment, SOLE Boot Lab does not offer voluntary cash refunds under its commercial Fit Guarantee.
5. Existing Boots & Equipment Purchased Elsewhere SOLE Boot Lab may agree to assess, modify, repair or optimise ski boots purchased from another retailer, supplier or private individual. These services are separate from our complete Boot Purchase and Fitting service. Boots not originally purchased directly from SOLE Boot Lab are not covered by the SOLE Fit Guarantee described in Section 4, regardless of the nature, extent or value of subsequent work performed by us. Our services are based upon professional assessment of the customer's individual anatomy, skiing requirements, objectives and the equipment presented. All work is undertaken according to what SOLE Boot Lab reasonably considers technically appropriate and achievable. The acceptance of externally purchased equipment for assessment or modification does not constitute a guarantee that the original boots are correctly selected, suitably sized or capable of achieving the customer's intended objectives. 5.1 Assessment & Acceptance of Existing Equipment Before recommending an intervention, SOLE Boot Lab will assess the equipment presented and determine what fitting solutions may be appropriate. The assessment may identify problems relating to boot size, shell geometry, internal volume, flex characteristics, liner construction, previous modifications or other equipment limitations. Where appropriate, we may recommend modifications, replacement components, an alternative fitting approach or replacement of the original boots. SOLE Boot Lab reserves the right to decline work where we reasonably consider the equipment unsuitable, unsafe, excessively worn, structurally compromised or incapable of achieving a worthwhile result. The fact that equipment can physically be modified does not necessarily mean that modification is appropriate or advisable. Our professional assessment may therefore conclude that no further modification should be undertaken. Where an assessment has been provided as an agreed chargeable service, its value is independent of whether further fitting work is subsequently recommended or undertaken. 5.2 Professional Diagnostic Solutions & Charges Customers purchasing fitting services for externally purchased boots are paying for SOLE Boot Lab's professional assessment, technical expertise and the agreed fitting solution. A diagnostic solution may include professional assessment, equipment adjustments, modifications, fitting labour and associated products or materials. Where a service is offered as a combined diagnostic and fitting solution, the applicable price covers the elements specified in that service. Where additional products, components or interventions are required beyond the agreed service, any further charges will be explained and authorised before proceeding. The purpose of our service is to identify and implement an appropriate intervention based upon the evidence available and the equipment presented. However, the effectiveness of an intervention depends partly upon the characteristics, condition and inherent limitations of the original equipment. Payment for professional services does not constitute a guarantee that boots purchased elsewhere can ultimately be made suitable. Where our assessment establishes that the original equipment is fundamentally unsuitable, recommending replacement rather than continued modification may itself be the appropriate professional conclusion. This does not invalidate a diagnostic assessment or other services already properly performed. 5.3 Non-Refundable Products & Services All diagnostic assessments, fitting services, modifications, adjustments and associated products supplied for ski boots purchased elsewhere are non-refundable once the relevant services have been properly performed or products correctly supplied, except where a remedy is required by applicable law. This policy includes diagnostic consultations, technical assessments, shell modifications, stretching, grinding, liner adjustments, custom footbeds, replacement liners, aftermarket liners, accessories, replacement components, fitting materials and associated workshop labour. No discretionary cash refund, exchange or credit note will be provided simply because the customer remains dissatisfied with the suitability of their original equipment. In particular, no discretionary refund is provided solely because: The original boots remain uncomfortable or unsuitable. The customer's preferred fitting outcome has not been achieved. Additional modifications or further assessment are recommended. The customer subsequently decides to replace the original boots. Another professional recommends a different fitting method or solution. The customer chooses to discontinue the fitting process. The customer no longer wishes to use the original equipment. Products correctly supplied and services properly performed remain independently chargeable even where the original boots are subsequently replaced, abandoned or no longer used. Products and services supplied for externally purchased boots do not become refundable simply because the customer later purchases replacement boots from SOLE Boot Lab. SOLE Boot Lab does not offer voluntary cash refunds for completed fitting services or correctly supplied products. This policy does not restrict the customer's statutory rights in respect of defective or non-conforming products, improperly performed services or any other legally established entitlement to a remedy. 5.4 Suitability & Limitations of Existing Equipment The effectiveness of any fitting intervention depends upon the original equipment. Shell geometry, internal volume, flex characteristics, construction, material condition, previous use and existing modifications can all limit the results achievable through fitting work. Certain problems may be improved through modification but cannot reasonably be eliminated without replacing the original boots. Likewise, correcting an identifiable pressure point or fitting problem does not necessarily establish that every other aspect of the equipment is suitable. An intervention may successfully address the specific issue identified without resolving unrelated limitations of the original equipment. Where boots have previously been fitted, altered or repaired by another professional or by the customer, our assessment necessarily reflects their condition when presented. SOLE Boot Lab cannot guarantee that the original cause of every problem can be identified or that the effects of previous interventions can be fully corrected. Where we recommend a different boot size, model, category or construction, that recommendation is based upon our professional assessment. If the customer subsequently purchases the recommended equipment elsewhere, our recommendation does not constitute a SOLE Fit Guarantee for that equipment. The selection, supply and suitability of equipment purchased from another retailer remain outside our voluntary commercial Fit Guarantee. 5.5 Permanent & Irreversible Modifications Ski-boot fitting frequently involves modifications that permanently alter the equipment. These may include heating, stretching, grinding, cutting, drilling, bonding, reshaping, material removal or other structural or dimensional changes. Such interventions may alter the original construction, dimensions or appearance of the shell, liner, footbed or associated components. Customers should understand that these modifications may not be reversible and that equipment cannot always be restored to its original factory condition. Where a proposed intervention involves a significant or unusual irreversible alteration, SOLE Boot Lab will explain the relevant implications before proceeding, where reasonably practicable. The response of plastics, liners and other materials can vary according to their composition, age, condition, previous use and prior modifications. Where work has been correctly performed within the agreed scope, the permanent nature of that modification does not, by itself, establish that the service is defective or create an entitlement to a refund. If a customer subsequently requests that previous work be reversed, reduced or otherwise altered, SOLE Boot Lab will assess whether this is technically possible. Any further agreed work may be subject to additional charges. SOLE Boot Lab cannot guarantee that previous modifications can be fully reversed or that equipment can be restored to its original condition. We remain responsible for the proper performance of our own work in accordance with applicable law. 5.6 Further Adjustments & Repeated Interventions Certain fitting problems require progressive assessment and modification. SOLE Boot Lab may recommend that the customer ski the equipment following an intervention before returning for further assessment. The purpose of this process is to evaluate the effect of the work performed and determine whether further intervention is appropriate. Additional fitting interventions on externally purchased boots may be chargeable. Previous payment for an assessment, modification or fitting solution does not create an entitlement to unlimited future adjustments, replacement products or ongoing complimentary services. However, where a service or product supplied by SOLE Boot Lab is defective or has not been performed in accordance with the agreed contract, the customer's applicable legal remedies remain available. The number of adjustments performed, the total amount spent or the duration of the fitting process does not bring externally purchased boots within the SOLE Fit Guarantee. Where SOLE Boot Lab reasonably concludes that further work is unlikely to achieve a worthwhile result, we may recommend discontinuing modification and replacing the original equipment. Our willingness to undertake repeated interventions does not constitute a guarantee that the equipment can ultimately be made suitable. 5.7 Subsequent Purchase of Boots from SOLE Boot Lab Where assessment or fitting work on externally purchased boots establishes that replacement equipment would provide a more appropriate solution, the customer may choose to purchase new boots from SOLE Boot Lab. Previously supplied products, including custom footbeds or aftermarket liners, may be transferable to replacement equipment where their condition, dimensions and technical compatibility permit. Their suitability for reuse will be determined as part of the new fitting assessment. Where a customer purchases new boots from SOLE Boot Lab during the same visit as paid fitting work on their existing equipment, SOLE Boot Lab may, at its discretion, apply some or all of the relevant fitting labour charges as a credit against the new boot purchase. Any such arrangement is a discretionary commercial gesture and must be expressly authorised by SOLE Boot Lab. It does not apply automatically to products, components or materials already supplied. No cash refund will be provided for previously completed fitting services or correctly supplied products as part of such a voluntary arrangement. The subsequent purchase of new boots from SOLE Boot Lab does not retrospectively make previous services or products refundable. The new boots will be subject to the applicable SOLE Fit Guarantee according to the conditions in force at the time of their purchase. 5.8 Appointments, Priority & Physical Attendance All work on externally purchased equipment is subject to workshop availability and professional acceptance by SOLE Boot Lab. Customers returning for fitting adjustments to boots originally purchased from SOLE Boot Lab form part of our ongoing Fit Guarantee and lifetime fitting support service. These customers may receive priority over discretionary workshop services performed on externally purchased equipment, as described in Section 2. Previous paid work on externally purchased boots does not establish the same ongoing commercial fitting entitlement. All fitting assessments, adjustments, modifications and fit-related reassessments must be undertaken in person, with the customer and relevant equipment physically present at SOLE Boot Lab. We do not provide remote fitting assessments or accept boots sent by post as a substitute for an in-person fitting appointment. Customers experiencing difficulties following previously completed work should arrange an appropriate appointment and bring the relevant boots, footbeds, liners and any other equipment necessary for assessment. These requirements do not restrict a customer's right to raise a complaint remotely or exercise mandatory statutory consumer rights. 5.9 Statutory Consumer Rights The provisions of this section establish the commercial conditions applicable to diagnostic assessments, fitting services and products supplied for externally purchased ski boots. They do not exclude, restrict or replace mandatory consumer protections under applicable French law. In particular, customers retain their legal rights concerning defective or non-conforming products, improperly performed services and damage for which SOLE Boot Lab is legally responsible. The non-refundable policy applies to correctly supplied products and properly performed services where no statutory or other binding contractual right to reimbursement exists. Any legally required repair, replacement, price reduction, reimbursement or other remedy will be provided in accordance with applicable law. These statutory rights remain separate from the voluntary SOLE Fit Guarantee, which applies only to eligible boots originally purchased directly from SOLE Boot Lab.
6. Footbeds, Liners, Modifications & Customised Products SOLE Boot Lab supplies specialist products and services intended to improve the interaction between the skier, their anatomy and their equipment. These may include custom footbeds, replacement or aftermarket liners, shell modifications, fitting materials, replacement components and other individually adapted products. Our recommendations are based upon professional assessment of the customer's anatomy, existing equipment, skiing objectives and intended use. Products may be selected, manufactured, moulded or modified specifically for an individual customer and their equipment. The conditions in this section apply to these products and services whether supplied independently or as part of a complete boot-fitting process. Where the original ski boots were purchased from SOLE Boot Lab, the commercial Fit Guarantee described in Section 4 applies according to its stated conditions. Where the original boots were purchased elsewhere, the conditions of Section 5 apply. 6.1 Custom Footbeds Custom footbeds are individually manufactured or adapted according to our assessment of the customer's foot anatomy, functional requirements and intended skiing use. Custom footbeds are always supplied as a separately priced and invoiced product, including when purchased at the same time as new ski boots. Their purchase price is independent of the boots and is not included in the voluntary SOLE Fit Guarantee's boot replacement-or-credit calculation. Their purpose is to provide an appropriate interface between the foot and ski boot, contributing to support, stability, pressure distribution and effective interaction with the equipment. Custom footbeds may be produced using different manufacturing techniques, including moulding, shaping, machining or digital manufacturing. The manufacturing technique does not determine the professional value of the product. The assessment, design, suitability and integration of the footbed into the complete skiing system are fundamental parts of the service. Once manufactured for an individual customer, custom footbeds are personalised products and are not eligible for discretionary returns, exchanges or refunds simply because the customer changes their mind, preferences or equipment. Where further adjustments are reasonably required to bring a newly supplied footbed into conformity with the agreed fitting requirements, SOLE Boot Lab will assess and undertake the appropriate corrective work in accordance with its contractual and statutory obligations. A custom footbed does not guarantee the suitability of an existing ski boot, particularly where the original equipment was purchased elsewhere. Where a customer subsequently changes boots, their existing footbeds may require modification or replacement to remain appropriate for the new equipment. Any additional work outside the original agreed service may be chargeable. Custom footbeds are designed for skiing purposes and do not constitute medical orthoses prescribed for the diagnosis or treatment of a medical condition. 6.2 Replacement & Aftermarket Liners SOLE Boot Lab may supply replacement or aftermarket liners to improve fit, retention, support, comfort or the functional characteristics of existing ski boots. Liners may be selected, heated, moulded, shaped, modified or otherwise adapted to the customer's anatomy and equipment. Once a liner has been individually moulded, modified or used, it may no longer be suitable for resale in its original condition. Accordingly, correctly supplied and conforming liners that have been personalised or used are not eligible for discretionary return, exchange or refund simply because the customer changes their mind or subsequently replaces their boots. The effectiveness of a replacement liner depends upon its compatibility with the original shell, available internal volume, construction, condition and the customer's anatomy. Installing a new liner does not automatically correct problems caused by an unsuitable shell size, inappropriate boot geometry or other limitations of the original equipment. Where liners are supplied for boots purchased elsewhere, they are subject to Section 5 and do not bring the original boots within the SOLE Fit Guarantee. Where liners are supplied as part of a complete boot purchase from SOLE Boot Lab, the fitting process is governed by Section 4. Separately charged replacement or aftermarket liners remain independently supplied products and do not automatically become eligible for credit because the original boots are subsequently replaced under the voluntary commercial Fit Guarantee. Where a liner supplied by SOLE Boot Lab is defective or non-conforming, the customer's applicable statutory rights remain unaffected. 6.3 Boot Modifications & Technical Interventions Ski-boot modifications may include stretching, grinding, heating, punching, reshaping, cutting, padding, volume adjustments, liner alterations, cuff or spoiler adjustments, stance modifications and other specialist fitting interventions. These procedures are performed to address identified fitting or functional requirements. The nature and extent of any modification will be determined through our professional assessment of the equipment and the customer's objectives. By authorising an agreed modification, the customer acknowledges that the intervention may change the equipment from its original factory condition. Some changes are permanent and cannot reasonably be reversed. The response of plastic shells, liners, adhesives, foams and other materials can vary depending upon their composition, age, condition, previous use and earlier modifications. SOLE Boot Lab will exercise reasonable professional care and skill when performing these interventions. However, an intervention correctly undertaken within the agreed scope does not guarantee that all limitations of the original equipment can be eliminated. Where a modification has been properly completed, the fact that the customer subsequently requests a different adjustment or fitting characteristic does not automatically make the previous work defective. Further modifications outside the agreed service may incur additional charges. Nothing in these conditions excludes responsibility for damage, defective workmanship or improperly performed services for which SOLE Boot Lab is legally responsible. 6.4 Professional Diagnostic & Fitting Solutions SOLE Boot Lab's services are based upon identifying and implementing appropriate solutions rather than simply performing individual modifications requested by the customer. A diagnostic fitting solution may include assessment, technical recommendations, modifications, fitting labour and associated products. The agreed price reflects the professional assessment and the products and services included in the specified solution. Before proceeding, SOLE Boot Lab will explain the nature of the proposed intervention, its principal objectives, relevant limitations and the applicable price. Where the service has been properly performed and the agreed products correctly supplied, the amount charged is not refundable merely because the customer's existing equipment has limitations that prevent every desired outcome from being achieved. This distinction is particularly relevant where work is undertaken on equipment purchased elsewhere. The customer's payment is for the agreed professional service and associated products, not an unconditional guarantee that unsuitable equipment can ultimately be made suitable. Where further assessment identifies the need for work beyond the agreed scope, any additional charges will be explained and authorised before proceeding. Where the original agreed service has not been properly performed, SOLE Boot Lab remains responsible for fulfilling its contractual and statutory obligations. 6.5 Customer-Requested Work Contrary to Professional Advice Customers may occasionally request a particular modification, product or fitting solution that differs from our professional recommendation. SOLE Boot Lab is not obliged to undertake work that we reasonably consider technically inappropriate, unsafe or unlikely to produce a worthwhile outcome. Where we decline a proposed intervention, we will explain the principal reasons where reasonably practicable. In circumstances where a customer requests an intervention contrary to our recommendation, but we consider the work technically safe and acceptable, we may agree to proceed after explaining the relevant limitations. Such circumstances may be recorded in the customer's fitting history. Where a particular limitation or foreseeable consequence has been clearly explained and expressly accepted by the customer, dissatisfaction arising solely from that agreed characteristic does not automatically establish that the service was defective. However, customer authorisation does not excuse negligent workmanship, unsafe practices or any failure to meet mandatory legal obligations. SOLE Boot Lab retains responsibility for the professional services it agrees to perform. 6.6 Material Limitations, Wear & Previous Modifications The suitability of customised products and fitting modifications depends partly upon the condition and characteristics of the equipment involved. Ageing plastics, compressed liners, deteriorated materials, previous repairs, excessive wear and existing modifications may reduce the effectiveness or reliability of further interventions. SOLE Boot Lab may decline to modify equipment where its condition prevents a safe or technically reliable result. Where a customer presents equipment previously modified by another professional or by the customer, we cannot guarantee that all earlier alterations can be identified or reversed. Our acceptance of equipment for work does not constitute confirmation that its previous construction, selection or modifications were appropriate. Where additional work is required because of normal wear, subsequent damage, changed equipment requirements or previous third-party interventions, those services may be charged separately. Normal wear and deterioration do not, by themselves, constitute defects in previously supplied products or properly completed services. 6.7 Subsequent Adjustments & Product Compatibility Customised products may require further adjustment as part of their initial fitting and integration into the customer's equipment. SOLE Boot Lab will assess any reported problem and determine whether it concerns the original agreed service, the supplied product, normal adaptation or a separate equipment issue. Corrections required because a product or service does not conform to the original agreement will be addressed in accordance with applicable contractual and statutory obligations. Additional modifications requested because of changing preferences, new equipment, normal wear or unrelated fitting requirements may be chargeable. Custom footbeds and liners are not necessarily interchangeable between different ski boots. Their compatibility depends upon the dimensions, shape, volume and construction of the equipment concerned. The fact that a product was suitable for one pair of boots does not guarantee that it will remain suitable when transferred to another. SOLE Boot Lab may recommend modification or replacement where transfer would compromise the intended fit or function. 6.8 Medical Advice & Professional Scope SOLE Boot Lab specialises in ski-boot fitting, equipment optimisation and skiing-related functional assessment. We are not providing medical diagnosis, treatment or rehabilitation services. Our assessments, recommendations, custom footbeds, modifications and associated products are intended to improve the customer's interaction with their skiing equipment. Skiing involves dynamic forces, movement patterns, equipment constraints and functional requirements that may differ substantially from those encountered during standing, walking or other everyday activities. Our recommendations are therefore made within the context of skiing and the technical requirements of ski equipment. Medical professionals may reasonably approach the same anatomical or biomechanical characteristics from a different perspective because their professional objectives and responsibilities are different. Where a customer experiences significant pain, injury, neurological symptoms or other concerns requiring medical assessment, they should consult an appropriately qualified healthcare professional. Where appropriate, SOLE Boot Lab may recommend obtaining medical advice before proceeding with further fitting work. We will consider relevant medical advice provided by the customer while retaining responsibility for determining which ski-equipment interventions we are professionally competent and prepared to undertake. 6.9 Returns, Reassessments & Physical Attendance All fitting-related assessments, modifications and technical reassessments must be undertaken in person, with the customer and relevant equipment physically present at SOLE Boot Lab. The physical interaction between the customer, their anatomy and the equipment is fundamental to our professional fitting process. We do not provide remote fitting assessments or accept products sent by post as a substitute for an in-person fitting appointment. Customers requesting further fitting assistance should arrange an appropriate appointment and present the relevant boots, liners, footbeds or other equipment necessary for assessment. Correctly supplied personalised products and properly completed fitting services are not eligible for discretionary cash refunds simply because the customer is unable or unwilling to attend a further fitting appointment. These attendance requirements do not prevent customers from reporting defects, making complaints or exercising mandatory statutory consumer rights remotely. Where the law requires a particular remedy or return procedure, SOLE Boot Lab will comply with its legal obligations. 6.10 Statutory Consumer Rights The provisions of this section govern specialist products, customised equipment and fitting services supplied by SOLE Boot Lab. They do not exclude, limit or replace mandatory consumer rights under applicable French law. Custom-made or personalised products remain subject to the legal guarantee of conformity and other applicable statutory protections. Similarly, the non-refundable nature of properly completed services does not exclude the customer's legal remedies where SOLE Boot Lab has failed to fulfil its contractual or statutory obligations. Where a product is defective or non-conforming, or where a service has been improperly performed, the customer retains all applicable legal rights. Where reimbursement is legally required, SOLE Boot Lab will comply with that obligation. Outside mandatory legal obligations or existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds for customised products, fitting services or technical interventions.
7. Ski, Binding & Workshop Services SOLE Boot Lab provides specialist ski, binding and equipment workshop services associated with ski-boot fitting and the optimisation of the complete skiing system. These services may include binding mounting, adjustment, inspection, component installation, technical modifications and other associated workshop interventions. Work may be undertaken on equipment purchased from SOLE Boot Lab or supplied by the customer. All workshop services are performed using our professional judgement, appropriate technical procedures, manufacturer information and the equipment available for assessment. Ski equipment is subjected to substantial mechanical forces, repeated loading, temperature changes, moisture, impacts and wear. Its external appearance does not necessarily reveal its internal structural condition or remaining service life. Acceptance of equipment for workshop work does not constitute a guarantee that the equipment is free from previously existing defects, concealed damage or deterioration that could not reasonably be identified during an appropriate initial assessment. SOLE Boot Lab remains responsible for the proper performance of its own workshop services in accordance with applicable law. 7.1 Customer-Owned Equipment Equipment supplied by a customer is accepted in the condition in which it is presented to SOLE Boot Lab. Its complete history may be unknown, including previous use, impacts, mounting, drilling, repairs, modifications, water ingress, manufacturing defects and storage conditions. We will undertake reasonable observations appropriate to the proposed intervention before beginning work. However, we cannot guarantee the internal structural integrity, remaining service life or absence of concealed defects in equipment whose complete history cannot reasonably be established. Where an identifiable concern arises, we may recommend further inspection, an alternative approach or replacement of the affected equipment. We may decline work where we reasonably consider the equipment unsuitable or unsafe. While customer equipment is entrusted to our workshop, SOLE Boot Lab remains responsible for its care, handling and return in accordance with applicable law. 7.2 Hidden Defects, Damage & Material Failure Skis, bindings and associated components may contain concealed weaknesses or deterioration. These may include fatigue, corrosion, delamination, damaged cores, weakened mounting areas, previous drilling, concealed repairs, water damage or material defects. Certain workshop operations can reveal weaknesses that were not apparent during an appropriate initial assessment. The occurrence of material failure during a workshop intervention does not, by itself, establish that the work was performed incorrectly. Where equipment fails during or following an intervention, SOLE Boot Lab will assess the circumstances, including the condition of the original equipment, the nature of the work undertaken and the reasonably identifiable cause of failure. Responsibility will be determined according to the circumstances, the applicable contractual obligations and French law. This provision does not exclude liability for damage caused by incorrect workmanship, inadequate professional assessment or improper handling. 7.3 Workshop Procedures & Permanent Modifications Certain workshop procedures necessarily alter the original construction of equipment. These may include drilling, cutting, grinding, heating, machining, bonding, installing inserts, removing existing components or modifying mounting positions. Some interventions are permanent and cannot reasonably be reversed. Binding mounting and remounting, for example, create permanent holes or other changes to the ski. Before undertaking significant modifications, SOLE Boot Lab will explain the nature of the proposed intervention and any material limitations or foreseeable consequences where reasonably practicable. By authorising an agreed intervention, the customer accepts its normal and reasonably foreseeable physical consequences. Such authorisation does not exclude SOLE Boot Lab's responsibility for incorrect workmanship, avoidable damage or failure to fulfil its legal obligations. 7.4 Equipment Compatibility & Suitability Not every ski, binding, boot or component can appropriately be combined. Compatibility depends upon factors including binding design, boot-sole standards, dimensions, mounting patterns, ski construction, manufacturer specifications and intended use. The fact that individual components are new, independently suitable or manufactured by recognised brands does not establish that they are compatible with one another. SOLE Boot Lab will assess relevant compatibility requirements within the scope of the agreed service. Where components are incompatible, unsafe or incapable of reliable installation or adjustment, we may decline the proposed work. Where equipment is technically compatible but we consider the complete setup inappropriate for the skier or intended use, we may explain our concerns and recommend an alternative configuration. Acceptance of a technically compatible combination does not constitute a guarantee that every individual component is optimally suited to the customer's skiing preferences or objectives. 7.5 Binding Mounting & Mounting Position Binding mounting permanently alters the construction of a ski. SOLE Boot Lab will determine an appropriate installation method based upon the binding, ski, boot and relevant manufacturer specifications. Where a ski manufacturer provides a recommended mounting position, this will ordinarily form the basis of the installation unless another technically appropriate position is agreed. Customers may request a mounting position different from the manufacturer's recommendation. Where we consider that request technically reasonable and safe, we may agree to perform the installation at the customer's specified position. Where a customer-selected mounting position differs from our professional recommendation, this may be recorded in the workshop documentation. A customer's preference for a particular mounting position does not oblige SOLE Boot Lab to undertake an installation that we consider unsafe or structurally inappropriate. Where the agreed position has been correctly installed, subsequent dissatisfaction with the subjective skiing characteristics of that position does not automatically establish defective workmanship. Any subsequent request to change the mounting position constitutes additional workshop work and may be charged accordingly. 7.6 Remounting & Previously Drilled Skis Previously mounted skis require additional consideration. Existing holes, plugs, threaded inserts, previous mounting patterns and the condition of the surrounding ski structure may limit the positions at which another binding can be installed. An appropriate remount may therefore require a different position from that initially requested. SOLE Boot Lab cannot guarantee that every previously drilled ski can safely accommodate every subsequent binding model, mounting pattern or position. Where we determine that the available mounting area is insufficient, structurally compromised or otherwise unsuitable, we may decline the installation. Existing holes or mounting areas may contain weaknesses not reasonably identifiable before components are removed or further inspection is undertaken. Any additional repair or preparation required beyond the original agreed work will be discussed with the customer before further chargeable interventions are performed. 7.7 Threaded Inserts & Removable Binding Systems Where technically appropriate, SOLE Boot Lab may install threaded inserts, removable-binding systems or similar components. These installations permanently modify the ski and depend upon the construction and condition of the surrounding material. The reliability of an insert installation may be influenced by ski construction, material integrity, installation accuracy, adhesive performance, fastener condition, corrosion, repeated removal and installation, and subsequent maintenance. Customers must follow the relevant installation, curing, use and maintenance instructions communicated by SOLE Boot Lab. Where a binding or insert system requires a specified adhesive curing period, the equipment must not be used before that period has elapsed. The installation of customer-supplied inserts or components does not make SOLE Boot Lab their manufacturer or transfer the manufacturer's product obligations to us. SOLE Boot Lab remains responsible for the proper performance of the installation work it undertakes. Where an insert, fastener or surrounding ski structure subsequently fails, the cause of failure must be assessed before responsibility and any appropriate remedy can be determined. 7.8 Binding Adjustment & Release Settings Binding adjustment is a technical safety-related service. Where applicable, SOLE Boot Lab follows relevant manufacturer instructions and the principles and procedures of ISO 11088:2023, or any applicable replacement standard, for alpine ski-binding-boot systems. Touring bindings and other specialised systems are assessed according to their applicable design requirements, manufacturer instructions and relevant technical standards. Customers must provide accurate information required for the adjustment process. Depending upon the equipment and applicable procedure, this may include the skier's weight, height, age, boot-sole length, skier classification and other relevant information. Incorrect or incomplete information may affect the appropriateness of the resulting adjustment. The numerical release setting displayed on a binding is an adjustment indicator and does not, by itself, confirm that the complete system will release at a particular force. Bindings must also be appropriately compatible with the boot and adjusted according to their relevant mechanical requirements. SOLE Boot Lab may decline to adjust equipment where an appropriate setting cannot be established or where the equipment falls outside applicable manufacturer specifications. 7.9 Binding Inspection, Testing & Release Behaviour Where appropriate and technically possible, SOLE Boot Lab may inspect or test a ski-binding-boot system using suitable workshop equipment and applicable procedures. Such inspections are intended to assess the system's condition and operation at the time of testing. A successful inspection or release measurement does not guarantee that a binding will release in every fall, remain attached in every skiing situation or prevent injury. Binding release behaviour depends upon numerous variables, including the direction, magnitude and duration of applied forces, equipment design, component condition, adjustment and the circumstances of an incident. Some falls may not generate forces corresponding to the release conditions for which a binding is designed. Equally, a binding may release during skiing where the forces acting upon it reach the conditions required for release. Customers should understand that no binding system can eliminate the risks inherent in skiing. Where testing reveals that equipment cannot operate within the applicable parameters, SOLE Boot Lab may recommend repair, component replacement or discontinuation of use. We may decline to approve or adjust equipment that cannot reasonably be brought into an appropriate operating condition. A previous workshop inspection does not replace the need for reassessment following significant wear, damage, equipment changes or other circumstances affecting the system. 7.10 Customer-Requested Configurations Customers may request a particular mounting position, binding setting, component combination or technical modification that differs from our professional recommendation. SOLE Boot Lab is under no obligation to perform such work. Where we consider a requested configuration technically safe and acceptable, we may agree to proceed after explaining the relevant limitations. Where a customer accepts an informed choice contrary to our recommendation, we may record that decision in the workshop history. However, SOLE Boot Lab will not knowingly undertake work that we reasonably consider unsafe, incompatible or incapable of reliable execution. Customer authorisation does not remove our obligation to exercise appropriate professional care and skill. 7.11 Customer-Supplied Products & Components SOLE Boot Lab may agree to install, adjust or work with skis, bindings, inserts, screws and other components supplied by the customer. Our acceptance of such work does not mean that SOLE Boot Lab manufactured or originally selected those products. Customer-supplied components remain subject to the obligations and guarantees applicable to their original sale. Where a component fails, responsibility will depend upon the cause of failure and applicable law. SOLE Boot Lab remains responsible for the installation, adjustment or other professional work that it performs. However, correctly installing a customer-supplied component does not create an unlimited commercial guarantee against independent product defects, manufacturing failures, normal wear or deterioration. Where an intervention is correctly performed and the supplied components are conforming, the service and associated products are not eligible for discretionary cash refunds merely because the customer subsequently changes their equipment or preferences. 7.12 Failure or Damage During Workshop Work Where equipment is damaged, fails or becomes unusable during workshop work, SOLE Boot Lab will assess the circumstances and determine an appropriate response. Where damage results from incorrect workmanship, improper handling or another failure for which SOLE Boot Lab is legally responsible, we will provide the remedy required by applicable law. Where a failure is associated with a previously concealed defect, existing material deterioration, earlier damage or another condition independent of the quality of our work, the relevant circumstances will be assessed before responsibility is determined. SOLE Boot Lab will not automatically classify every equipment failure as a manufacturing defect or as the consequence of earlier damage. Equally, the occurrence of damage during an intervention does not automatically establish that the original equipment was sound or that the workshop procedure was incorrectly performed. Where appropriate, we may discuss repair, replacement components, manufacturer assistance or other practical solutions with the customer. 7.13 Repair, Replacement & Compensation Where SOLE Boot Lab is responsible for damage to customer equipment, the appropriate remedy will depend upon the circumstances and applicable law. Repair or restoration may be an appropriate solution where this can be undertaken safely and effectively. Where repair is not reasonably possible, replacement or compensation may be necessary. The appropriate remedy may take account of the equipment's condition, age, previous use, prior modifications, repairability and reasonable value before the damage occurred, to the extent permitted by law. Damage to previously used equipment does not automatically establish an entitlement to an entirely new equivalent product irrespective of the condition or value of the original equipment. However, no predetermined depreciation formula or limitation of compensation in these Terms & Conditions overrides a customer's legally established entitlement to compensation. SOLE Boot Lab does not offer voluntary cash refunds for correctly performed workshop services or correctly supplied and conforming products. This commercial policy does not exclude legally required reimbursement, compensation or other mandatory remedies. 7.14 Product & Component Failure Where a problem arises from the failure of a ski, binding, insert, screw or other component, the appropriate remedy will depend upon the origin and cause of the failure. Relevant considerations may include manufacturing defects, material deterioration, previous damage, inappropriate use, installation quality and applicable statutory or commercial warranties. Products sold by SOLE Boot Lab remain subject to the statutory guarantees applicable to their sale. Where a product was purchased elsewhere, the original seller or manufacturer may have relevant obligations. SOLE Boot Lab may assist customers in identifying an appropriate course of action, but does not automatically assume responsibility for independently defective products supplied by another retailer. Nothing in this provision excludes SOLE Boot Lab's responsibility where its own installation, adjustment, advice or workmanship caused or contributed to the problem. 7.15 Right to Stop or Decline Work Acceptance of equipment into the workshop does not oblige SOLE Boot Lab to complete an intervention that subsequently proves unsafe, technically inappropriate or incapable of reliable execution. Previously concealed damage or compatibility problems may only become apparent after components are removed or work has begun. Where further work would risk additional damage or produce an unsafe result, we may suspend or discontinue the intervention. We will explain the relevant circumstances and, where reasonably possible, discuss available alternatives with the customer. Any charges for diagnostic work, inspections, disassembly or other services must be consistent with the services agreed and applicable law. Work that has not been properly performed or cannot lawfully be charged will not become payable merely because equipment was accepted into the workshop. 7.16 Subsequent Work, Adjustments & Reversal Workshop interventions may permanently alter the equipment concerned. SOLE Boot Lab cannot guarantee that previously completed modifications can subsequently be reversed or that the equipment can be restored to its original factory condition. Where a customer requests additional modifications, remounting, component changes or reversal of earlier work, these will be assessed as separate interventions. Additional labour, replacement parts and materials may be charged where appropriate and agreed before the work proceeds. Where further work is necessary to remedy a defect or failure attributable to SOLE Boot Lab's original service, the customer's applicable contractual and statutory rights remain unaffected. 7.17 Statutory Consumer Rights The provisions of this section govern specialist workshop services performed on ski equipment, bindings and associated components. They do not exclude, limit or replace any mandatory consumer rights under applicable French law. SOLE Boot Lab remains responsible for the proper performance of its workshop services, the care of equipment entrusted to it and any defective or non-conforming products for which it is legally responsible. Where a product, installation, adjustment or repair fails to meet applicable legal or contractual requirements, the customer retains the remedies provided by law. Such remedies may include corrective work, repair, replacement, price reduction, reimbursement or compensation according to the circumstances and applicable legal provisions. Outside mandatory legal obligations and existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds for correctly performed workshop services or correctly supplied products.
8. Equality, Respect & Individual Assessment SOLE Boot Lab welcomes customers regardless of sex, gender identity, sexual orientation, age, disability, nationality, ethnicity, religion or any other personal characteristic protected by applicable law. We are committed to providing professional, respectful and individualised services to every customer. Our equipment recommendations and fitting decisions are based upon the customer's individual anatomy, physical characteristics, skiing objectives and technical requirements. 8.1 Individual Anatomical & Biomechanical Assessment Ski-boot fitting requires an objective assessment of the individual. Relevant factors may include foot and lower-leg anatomy, skeletal proportions, body mass, strength, mobility, range of movement, stance and other physiological or biomechanical characteristics. Certain anatomical characteristics may differ on average between populations, including between biological sexes. However, population averages do not determine the requirements of an individual customer. SOLE Boot Lab bases its recommendations upon the person being assessed rather than assumptions associated with sex, gender, age or other demographic characteristics. Equipment categories, manufacturer labels and traditional distinctions between men's and women's products do not automatically determine which equipment is appropriate. Our responsibility is to identify the most suitable technical solution for the individual skier. 8.2 Personal Information & Physical Assessment During the fitting process, we may ask questions concerning physical characteristics, previous injuries, sensitivities or other matters directly relevant to equipment selection and fitting. Such questions are intended to improve the accuracy and appropriateness of our professional assessment. Customers are not required to disclose unrelated personal information. Where a fitting assessment involves physical contact, the nature and purpose of the assessment will be explained and the customer's agreement obtained before proceeding. Personal information will be handled in accordance with applicable data protection law and SOLE Boot Lab's privacy policy. Sensitive personal information will only be collected or recorded where necessary, proportionate and supported by an appropriate legal basis. 8.3 Mutual Respect & Professional Conduct SOLE Boot Lab is committed to maintaining a respectful environment for customers and staff. We expect everyone visiting or working within our premises to treat others with reasonable courtesy and consideration. Threatening, abusive, discriminatory, intimidating or harassing behaviour towards customers or members of our team will not be tolerated. Reasonable disagreement concerning equipment selection, fitting recommendations, service outcomes or commercial decisions does not constitute unacceptable behaviour. Customers are welcome to question our recommendations, express concerns or raise complaints. We will endeavour to address such matters professionally and constructively. 8.4 Refusal or Discontinuation of Services SOLE Boot Lab may refuse or discontinue a discretionary service where a legitimate reason exists, including circumstances in which a customer's conduct presents a genuine threat to the safety or wellbeing of staff or other customers. Where reasonably practicable, we may request that unacceptable behaviour cease before deciding whether the service can continue. Any decision to refuse or discontinue a service will be based upon legitimate, objective circumstances and not upon a customer's protected personal characteristics. Discontinuation of a service does not remove SOLE Boot Lab's existing contractual obligations or any mandatory statutory consumer rights. 8.5 Professional Judgement & Equal Treatment Equal treatment does not mean that every customer will receive identical equipment, fitting interventions or technical recommendations. Different individuals may require substantially different solutions because of their anatomy, physical capabilities, equipment requirements or intended skiing activities. Our professional responsibility is to recognise and respond to those individual differences. SOLE Boot Lab will recommend equipment and interventions according to what we reasonably consider technically appropriate for each customer. The objective is not to fit everyone in the same way, but to provide each person with an appropriate and individually justified solution. 8.6 Applicable Legal Rights Nothing in this section limits any protection against discrimination provided by French law. SOLE Boot Lab remains responsible for complying with its legal obligations concerning equal treatment, consumer protection, personal information and professional conduct. Customers retain their rights to raise concerns, make complaints and seek the remedies available under applicable law.
9. Pricing, Payments & Commercial Conditions SOLE Boot Lab sets its prices independently according to the products, professional services, technical expertise and associated support provided. Our pricing reflects the specialist nature of our business, including professional assessment, equipment selection, technical fitting, workshop services and our ongoing commercial commitments where applicable. All prices communicated to consumers are expressed in euros and include applicable French VAT (TTC). The applicable price is the price agreed at the time of purchase or authorisation of the relevant service, subject to mandatory consumer protection rules. Where the exact cost of a service cannot reasonably be established in advance, SOLE Boot Lab will explain the applicable pricing method and any reasonably foreseeable additional charges before the customer agrees to proceed. 9.1 Professional Assessments, Fitting & Modification Charges Professional assessments, diagnostic fitting services, equipment modifications and workshop interventions are chargeable services unless expressly included within an applicable commercial guarantee or another agreed arrangement. Charges reflect the professional expertise, assessment, technical work and agreed products or materials provided. Where a service is charged according to workshop time, the applicable rate and charging method will be communicated before work begins. Where a diagnostic fitting solution is offered at an agreed price, that price covers the products and services expressly identified within the agreed solution. Payment for a diagnostic assessment or properly completed fitting intervention does not constitute an unconditional guarantee that existing equipment, particularly equipment purchased elsewhere, can ultimately be made suitable. Where assessment establishes that the customer's existing equipment cannot reasonably achieve the intended objectives, recommending replacement or discontinuation of further modifications may itself be the appropriate professional conclusion. Correctly supplied products and properly performed services are not eligible for discretionary cash refunds merely because the customer's original equipment remains unsuitable or the customer subsequently changes their mind. These conditions do not restrict statutory remedies or other binding contractual commitments. 9.2 Separately Priced & Invoiced Products Ski boots, custom footbeds, aftermarket liners, replacement components, accessories and other separately supplied products are individually priced and invoiced. Custom footbeds are always separately priced and invoiced at the point of sale, including when purchased alongside new ski boots. The price of custom footbeds is never included in the separately invoiced purchase price of the boots. Accordingly, any credit or replacement-value calculation under the voluntary SOLE Fit Guarantee applies exclusively to the actual price paid for the eligible ski boots, as defined in Section 4. The value of separately invoiced footbeds, liners, accessories and other products is excluded from that calculation. Each separately supplied product remains subject to its own applicable contractual and statutory protections. The purchase of several products during the same transaction does not automatically combine their individual commercial guarantees or make separately invoiced products refundable because another product is subsequently replaced. 9.3 Estimates, Additional Work & Unforeseen Requirements Where an intervention is offered at a fixed agreed price, SOLE Boot Lab will honour that price for the agreed scope of work. Where an estimate is provided instead, the final price may depend upon the actual work required, subject to the pricing method and conditions communicated to the customer. During fitting, repair or workshop work, additional requirements may become apparent that could not reasonably have been identified beforehand. These may include concealed damage, incompatible components, unforeseen material conditions or the need for additional modifications. Where further chargeable work falls outside the original agreement, SOLE Boot Lab will explain the proposed intervention and applicable additional cost before proceeding. Additional work will not be undertaken or charged without the customer's agreement, except where otherwise permitted by law or necessary to fulfil an existing legal obligation. Where work cannot reasonably continue without additional authorisation, SOLE Boot Lab may suspend the intervention and contact the customer. The customer remains responsible for correctly completed work and supplied products within the original agreed scope, subject to applicable law. 9.4 Special Orders & Products Obtained on Request Where a customer requests a particular product, size, model, liner, component or other item not ordinarily held in stock, SOLE Boot Lab may agree to place a special order. We may require full or partial advance payment before confirming the order. Any required advance payment, applicable cancellation conditions, estimated availability and other material terms will be communicated before the customer commits. Where an advance payment is required, the order documentation will specify whether it constitutes an acompte or arrhes under French law. The customer's and SOLE Boot Lab's respective rights and obligations concerning cancellation will depend upon the agreed contractual terms and applicable law. A product specially ordered at a customer's request does not automatically constitute an endorsement by SOLE Boot Lab of its technical suitability. Where the product is selected contrary to our professional recommendation, we may decline the order or explain the relevant limitations before proceeding. Specially ordered products are not automatically eligible for discretionary cancellation, exchange or refund merely because the customer changes their mind. Any applicable statutory cancellation, withdrawal, conformity or reimbursement rights remain unaffected. 9.5 Ownership of Goods & Payment Unless expressly agreed otherwise, payment is due when goods or services are supplied or at the point otherwise specified in the agreed transaction. SOLE Boot Lab may require payment before releasing completed goods, subject to applicable law and any existing contractual agreement. Goods remain the property of SOLE Boot Lab until payment has been made in full, to the extent permitted by applicable law. Payment may be made using the methods accepted and communicated by SOLE Boot Lab. Any alternative payment arrangement, deferred payment, instalment agreement or other exception must be expressly authorised by management before the transaction is completed. Products and services supplied by SOLE Boot Lab cannot be exchanged for personal favours, publicity, promotional activity or other non-monetary consideration without prior management approval. 9.6 Pricing Errors & Differences Between Sales Channels SOLE Boot Lab makes reasonable efforts to ensure that prices displayed in-store, online and through other communication channels are accurate and current. Prices may change between seasons or following changes to our products, suppliers or commercial policies. Occasionally, a price displayed through one channel may differ from a price displayed elsewhere. Where a discrepancy is identified before purchase, SOLE Boot Lab will clarify the applicable price before the transaction is concluded, in accordance with consumer pricing rules. Where a customer has been charged incorrectly, any correction required by applicable law will be made. A difference between a previously advertised price, a later promotional offer or another sales channel does not automatically entitle a customer to a retrospective discount. Where pricing information is incorrect or outdated, SOLE Boot Lab will take reasonable steps to correct it. Nothing in this section excludes remedies arising from misleading pricing information or other breaches of applicable consumer law. 9.7 Price Matching & Retrospective Discounts SOLE Boot Lab does not operate a price-matching policy. Our prices are determined independently and reflect the products, services, expertise and applicable commercial support provided. The availability of an identical or similar product elsewhere at a lower price does not create an entitlement to a discount or price adjustment. This includes products available online, from other retailers, through promotional offers, during seasonal sales or through professional purchasing arrangements. Where a product purchased from SOLE Boot Lab subsequently becomes available elsewhere at a lower price, the customer is not entitled to reimbursement of the difference solely because of that later offer. The agreed price is accepted at the time of purchase, subject to applicable statutory consumer rights. 9.8 Professional, Athlete & Group Discounts SOLE Boot Lab does not automatically provide discounts on the basis of profession, industry affiliation, club membership, instructor or guide status, athlete status, competition level, sponsorship, group membership or similar associations. Any professional pricing, athlete support, sponsorship, team arrangement or preferential commercial condition must be agreed in advance by SOLE Boot Lab management. The existence of professional qualifications, sporting achievements, social-media influence or an association with the ski industry does not establish an entitlement to preferential pricing. Discounts or preferential arrangements offered to one customer do not create an obligation to provide equivalent terms to another. All discounts remain subject to applicable consumer law and the conditions expressly communicated at the time of the relevant transaction. 9.9 Sponsorship, Publicity, Collaborations & Barter Products and services supplied by SOLE Boot Lab must be paid for using the agreed method of payment unless an alternative arrangement has been expressly authorised by management. Offers of social-media exposure, photography, promotional content, endorsements, publicity, introductions, professional assistance or other benefits cannot be substituted for payment without prior agreement. No employee or fitter is authorised to exchange SOLE Boot Lab products or services for personal goods, favours, publicity or other consideration without management approval. Any sponsorship, athlete agreement, collaboration, professional partnership or barter arrangement must be agreed before products or services are supplied. SOLE Boot Lab is under no obligation to accept such arrangements, regardless of the promotional or commercial value claimed. 9.10 Voluntary Refunds, Exchanges & Credit Notes SOLE Boot Lab does not offer voluntary cash refunds for correctly supplied and conforming products or properly completed services. Any discretionary exchange, replacement or credit note must comply with the applicable commercial policy and be authorised by SOLE Boot Lab. Where a credit note is issued under the voluntary SOLE Fit Guarantee, its validity and conditions are governed by Section 4. Such credit notes are valid for 24 months from their date of issue and may be used in full or in part in accordance with that section. Other discretionary credit notes or commercial arrangements will be governed by the specific conditions communicated when they are issued. A customer's change of mind, subsequent change of equipment preferences or discovery of a lower price elsewhere does not automatically create an entitlement to a refund, exchange or credit note. This policy does not exclude reimbursement, cancellation or other remedies required under applicable French consumer law or an existing binding contractual commitment. 9.11 VAT Refunds & Tax-Free Shopping (Détaxe) SOLE Boot Lab offers tax-free shopping, commonly referred to as détaxe, exclusively through SOLPAY and only where the applicable French customs and VAT requirements are satisfied. SOLE Boot Lab does not participate in, process or administer détaxe transactions through alternative commercial tax-refund applications, intermediaries, operators or platforms. The use of SOLPAY is an essential condition of SOLE Boot Lab's voluntary détaxe service. Customers wishing to benefit from détaxe must request the service before completion of the qualifying purchase and provide the information and documentation required by the applicable procedure. Eligibility is determined by French customs and VAT regulations and may depend upon the customer's habitual residence, the nature and value of the goods, the intended export and other statutory requirements. Customers must provide valid identification and evidence of residence where required. A request for détaxe does not automatically establish eligibility or oblige SOLE Boot Lab to proceed where the applicable conditions cannot be verified. Where a qualifying transaction is accepted, the relevant electronic export-sales documentation will be prepared through the authorised SOLPAY procedure. Customers are responsible for completing the customs formalities required upon departure from the European Union. This includes presenting the relevant export-sales documentation and goods to customs where required, obtaining the necessary customs validation and complying with applicable deadlines. The customer is responsible for ensuring that their travel arrangements allow the required formalities to be completed. The issue of tax-free documentation does not itself guarantee that customs authorities will validate the export or that a VAT refund will become payable. Any refund due following valid customs confirmation will be processed through the applicable SOLPAY procedure, subject to the terms communicated at the time of the transaction and French law. SOLE Boot Lab does not undertake to recreate, retrospectively convert or transfer an ordinary completed sale into a détaxe transaction through another provider at the customer's request. Any legally required correction of an error or other mandatory obligation remains unaffected. SOLE Boot Lab is not responsible for circumstances outside its control, including failures of customs validation attributable to the customer's actions or omissions, incomplete customer documentation, missed deadlines or independent transport and processing difficulties. However, SOLE Boot Lab remains responsible for its own obligations under the applicable détaxe procedure and French law. 9.12 Statutory Consumer Rights Nothing in this section excludes, limits or replaces mandatory statutory consumer rights under applicable French law. Customers retain all applicable protections concerning price information, contractual obligations, defective or non-conforming products, improperly performed services, advance payments and legally required reimbursement. Where a statutory refund or other mandatory remedy is due, SOLE Boot Lab will comply with its legal obligations. Outside those obligations and existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds, retrospective price matching or unauthorised commercial concessions.
10. Cancellations, No-Shows & Late Arrivals SOLE Boot Lab operates an appointment system to organise professional fitting services, allocate workshop resources and manage customer demand. We understand that travel arrangements, weather conditions, skiing plans and personal circumstances may change. Customers are therefore encouraged to notify us as early as reasonably possible if they cannot attend a scheduled appointment. Appointment times are intended to help us organise our workload. They do not constitute a guarantee that work will begin at an exact time or that an individual fitter will be available exclusively throughout the appointment. 10.1 Late Arrivals Customers are requested to arrive on time and prepared for their scheduled appointment. Ski-boot fitting is a progressive technical process, and individual appointments may occasionally take longer than anticipated. SOLE Boot Lab will make reasonable efforts to accommodate customers who arrive late, subject to workshop availability and existing commitments. However, late arrival may result in a reduced appointment period, additional waiting time or the need to reschedule the intended service. Where a customer arrives too late for the required work to be reasonably completed, SOLE Boot Lab may offer an alternative appointment. Customers arriving late do not automatically receive priority over other customers who have attended their appointments as scheduled. 10.2 Customer Cancellations & Rescheduling Customers who are unable to attend should cancel or reschedule their appointment through our booking system or by contacting SOLE Boot Lab directly. We request as much advance notice as reasonably possible so that the appointment may be offered to another customer. Where no cancellation fee, deposit or prepayment condition was communicated and agreed at the time of booking, cancelling an ordinary unpaid appointment will not automatically create a financial penalty. Where a booking is subject to specific cancellation conditions, these will be communicated before the customer confirms the appointment. Any applicable charges or restrictions must be consistent with the original agreement and applicable consumer law. 10.3 No-Shows & Repeated Cancellations A no-show occurs when a customer fails to attend a scheduled appointment without providing reasonable notice. Missed appointments prevent SOLE Boot Lab from allocating that time to other customers and may disrupt the operation of our fitting workshop. Where a customer repeatedly fails to attend appointments, makes excessive bookings or cancels at very short notice without reasonable justification, SOLE Boot Lab may take proportionate steps to manage future reservations. These may include requiring advance confirmation, requesting a deposit or prepayment for future appointments, restricting advance booking privileges or offering appointments only when workshop capacity permits. Any deposit, prepayment or cancellation charge must be clearly communicated and agreed before the relevant future booking is confirmed. Such measures will not be applied in a discriminatory manner or used to prevent customers from exercising mandatory statutory rights. 10.4 Prepaid Appointments & Deposits Certain specialist assessments, fitting services or workshop appointments may require advance payment or a deposit. Where this applies, SOLE Boot Lab will communicate the amount, payment conditions and applicable cancellation arrangements before the customer confirms the booking. The contractual nature of any advance payment, including whether it constitutes arrhes or an acompte under French law, will be specified where applicable. Where a customer cancels a prepaid appointment, the treatment of the advance payment will depend upon the agreed booking conditions and applicable law. Any retention of an advance payment or application of a cancellation charge must be legally justified and consistent with the conditions communicated before booking. Where a customer exercises a valid statutory right of withdrawal or cancellation, the applicable legal rules take precedence over any ordinary commercial cancellation policy. 10.5 Cancellation or Rescheduling by SOLE Boot Lab SOLE Boot Lab may occasionally need to cancel, delay or reschedule appointments because of staff illness, technical problems, unexpected workshop requirements, equipment availability or other circumstances affecting our ability to provide the intended service. Where this occurs, we will make reasonable efforts to notify the customer as soon as practicable. Where appropriate, an alternative appointment will be proposed. If an appointment has been prepaid and SOLE Boot Lab is unable to provide the agreed service within a reasonable alternative timeframe acceptable to the customer, any payment received for the unprovided service will be reimbursed where required by the contract or applicable law. A credit note may be offered as an alternative where the customer freely agrees and applicable law permits. SOLE Boot Lab does not provide automatic compensation for travel, accommodation, lift passes, parking or other associated expenses simply because an appointment has been delayed or rescheduled. However, this provision does not exclude compensation where SOLE Boot Lab is legally responsible for losses arising from a contractual breach or other circumstances giving rise to liability under applicable law. 10.6 Fitting Follow-Ups & Guarantee Appointments Customers returning for fitting adjustments to boots originally purchased from SOLE Boot Lab remain eligible for the applicable Fit Guarantee and lifetime fitting support described in Section 4. These services form part of our ongoing commercial commitments and are subject to the relevant fitting and appointment procedures. Customers requiring follow-up adjustments should book an appropriate appointment and attend with the relevant equipment. Failure to attend a scheduled fitting appointment does not automatically terminate an existing commercial guarantee or statutory right. However, customers must provide SOLE Boot Lab with a reasonable opportunity to assess and address fitting difficulties where that cooperation is required under the applicable voluntary commercial guarantee. Repeated missed appointments or refusal to participate in a reasonable fitting process may affect our practical ability to continue that process. Any such situation will be assessed individually and will not automatically remove mandatory statutory consumer rights. 10.7 Right to Decline or Discontinue an Appointment SOLE Boot Lab may decline or discontinue an appointment where a legitimate reason exists. Such circumstances may include threatening or abusive conduct, a genuine safety concern, equipment that cannot reasonably be worked on safely or a requested service that falls outside our professional capabilities. Where reasonably practicable, we will explain the relevant circumstances and consider whether an appropriate alternative can be offered. Any cancellation or refusal will be based upon objective and legitimate considerations. The discontinuation of an appointment does not automatically remove SOLE Boot Lab's obligations concerning services already paid for, products supplied or mandatory statutory rights. 10.8 Online Bookings & Statutory Withdrawal Rights Booking an appointment online does not automatically mean that a paid service contract has been concluded at a distance. However, where a consumer concludes a qualifying paid service contract remotely, statutory withdrawal rights may apply under the French Consumer Code. Where the law provides a right of withdrawal, SOLE Boot Lab will communicate the relevant conditions and comply with the applicable requirements. If the customer expressly requests that a paid service begin before the expiry of an applicable statutory withdrawal period, the necessary consent and acknowledgement will be obtained in accordance with French law. Where the customer subsequently exercises a valid withdrawal right after services have begun, the financial consequences will be determined according to the work actually performed and the applicable statutory conditions. Where a service has been fully performed and the legal requirements for loss of the withdrawal right have been satisfied, the customer may no longer be entitled to withdraw from that service contract. Nothing in this section removes or restricts any mandatory statutory right of withdrawal, cancellation or reimbursement. 10.9 General Conditions SOLE Boot Lab will make reasonable efforts to manage appointments fairly, efficiently and professionally. Customers are expected to respect the appointment arrangements agreed with us, while SOLE Boot Lab remains responsible for fulfilling its own contractual obligations. Our general policy of not offering voluntary cash refunds for correctly supplied products or properly completed services does not apply so as to prevent reimbursement legally due for services that have not been provided. Any dispute concerning cancellation charges, deposits, prepayments or unprovided services will be assessed according to the original agreement and applicable French consumer law.
11. Collection, Storage & Uncollected Equipment Customers may leave ski boots, skis, bindings, liners, footbeds or other equipment with SOLE Boot Lab where necessary for agreed fitting, modification, repair or workshop services. SOLE Boot Lab will take reasonable care of customer-owned equipment while it is entrusted to us. Customers remain responsible for arranging collection once the agreed work has been completed and they have been informed that their equipment is ready. SOLE Boot Lab has limited workshop and storage capacity and does not provide indefinite free storage of customer equipment. 11.1 Equipment Identification & Deposit When equipment is left with SOLE Boot Lab, we may record the customer's name, contact details, equipment description, requested work and other information reasonably necessary to identify and manage the service. Customers should provide accurate contact information and inform us of any changes that may affect our ability to notify them when their equipment is ready. Where appropriate, SOLE Boot Lab may record the condition of equipment when it is received, including visible damage, wear, previous modifications or other relevant characteristics. Acceptance of equipment for an agreed service does not constitute a guarantee concerning its original condition, suitability or remaining service life. SOLE Boot Lab remains responsible for the proper care and handling of equipment entrusted to it in accordance with applicable law. 11.2 Completion Times & Collection Arrangements Where equipment is left for workshop services, SOLE Boot Lab will provide an estimated completion time or contact the customer when the agreed work is finished. Completion times are normally estimates rather than guaranteed deadlines. Fitting, modification and repair work may reveal additional technical requirements or unforeseen equipment problems that affect the time necessary to complete the service. Where a particular completion deadline is important, customers should explain this before leaving their equipment. SOLE Boot Lab will advise whether we reasonably believe the requested work can be completed within the available timeframe. A specific completion deadline is binding where it has been expressly agreed as part of the service. Where circumstances arise that may prevent an agreed deadline from being met, we will make reasonable efforts to inform the customer and explain the available options. 11.3 Collection of Completed Equipment Once the agreed work has been completed, SOLE Boot Lab will notify the customer using the contact information provided. Notification may be made by telephone, text message, email or another appropriate method. Customers should collect their equipment within a reasonable period after being informed that it is ready. Equipment may be collected by the original customer or by another person expressly authorised by them, subject to reasonable identification and verification requirements. Where equipment is transferred between SOLE Boot Lab premises for operational reasons, we will provide the customer with the appropriate collection location. Any outstanding workshop charges must be settled in accordance with the agreed payment conditions and applicable law. 11.4 Complimentary Storage Period SOLE Boot Lab provides a complimentary storage period of 14 calendar days from the date on which the customer is first notified that their equipment is ready for collection. During this period, no additional storage charge will apply. The complimentary storage period is intended to allow customers reasonable time to arrange collection following completion of the agreed work. Customers requiring longer storage should contact SOLE Boot Lab before the complimentary period expires. Any alternative storage arrangement must be expressly agreed. The complimentary period does not begin while equipment remains unavailable for collection because of unfinished work or circumstances attributable to SOLE Boot Lab. 11.5 Storage Charges for Uncollected Equipment Where equipment remains uncollected after the complimentary 14-day period, storage charges may apply, provided the customer was informed of and agreed to the applicable storage conditions before leaving the equipment. The following charges apply: Days 1 to 14: Free storage. Days 15 to 30: €2 including VAT per calendar day. From day 31 onwards: €5 including VAT per calendar day. Storage charges are calculated per customer job or identifiable set of equipment left for collection. Total storage charges will not exceed €150 including VAT unless a separate arrangement has been expressly agreed with the customer. These charges are separate from fitting, assessment, modification, repair, replacement components or other workshop services. The storage charges reflect the additional space and handling requirements associated with equipment remaining at SOLE Boot Lab after completion of the agreed work. Storage charges will not be applied retrospectively where the applicable conditions were not properly communicated and agreed. The €150 storage-charge limit does not transfer ownership of the equipment to SOLE Boot Lab or authorise its disposal. 11.6 Reminders & Customer Notification SOLE Boot Lab will make reasonable efforts to remind customers when completed equipment remains uncollected. Where practicable, we will send a reminder before the complimentary storage period expires. Further reminders may be issued where equipment remains uncollected for an extended period. Notifications will be sent using the contact information supplied by the customer. Customers are responsible for ensuring that their contact details remain accurate. Where the customer has already been correctly notified that equipment is ready and has agreed to the storage conditions, failure to receive a subsequent courtesy reminder does not automatically extend the complimentary storage period. Where a genuine communication problem prevents the customer from receiving the original collection notification, SOLE Boot Lab will assess the circumstances before applying storage charges. 11.7 Outstanding Payments & Retention of Equipment Where payment remains outstanding for agreed workshop services, supplied products or applicable storage charges, SOLE Boot Lab may request settlement before releasing the equipment. Where the legal conditions are satisfied, SOLE Boot Lab may exercise a right of retention over equipment in its possession in accordance with Article 2286 of the French Civil Code. Any such right will be exercised only to the extent permitted by applicable law. Disputes concerning invoices, storage charges or workmanship will be assessed according to the relevant contractual and statutory obligations. The existence of an unpaid invoice does not transfer ownership of customer-owned equipment to SOLE Boot Lab. 11.8 Equipment Remaining Uncollected for an Extended Period Equipment entrusted to SOLE Boot Lab remains the property of its lawful owner unless ownership is legally transferred. Equipment does not automatically become the property of SOLE Boot Lab because it has been left uncollected, storage charges have accrued or the customer has failed to respond to reminders. Where equipment remains uncollected for an extended period, SOLE Boot Lab may issue a formal written notice requesting collection and settlement of any lawfully outstanding charges. Where customer-owned equipment entrusted to SOLE Boot Lab for fitting, modification, repair or other workshop services remains uncollected for one year, SOLE Boot Lab may consider the procedure established by the French law of 31 December 1903 concerning certain uncollected goods. Where applicable, this procedure permits a professional to request judicial authorisation for the sale of qualifying uncollected equipment. Any such sale will be undertaken only in accordance with the applicable legal requirements and judicial procedure. SOLE Boot Lab will not automatically sell, appropriate, donate or dispose of customer-owned equipment merely because it has remained uncollected. Any sums recovered through a legally authorised sale will be handled in accordance with the applicable rules governing costs, outstanding claims and any remaining proceeds. 11.9 Personal Belongings Left With Equipment Customers should remove valuables and unnecessary personal belongings before leaving equipment with SOLE Boot Lab. This includes cash, electronic devices, important documents, jewellery and other items unrelated to the agreed workshop service. SOLE Boot Lab cannot reasonably be expected to inventory or inspect every personal item inadvertently left inside boots, bags or other equipment. Where personal belongings are discovered, we will take reasonable steps to safeguard them and arrange their return to the customer. SOLE Boot Lab remains responsible where loss or damage results from circumstances for which it is legally liable. 11.10 Shipping & Alternative Collection Arrangements Unless expressly agreed in advance, SOLE Boot Lab is not obliged to package, ship or otherwise transport equipment left for in-person workshop services. Customers are responsible for arranging physical collection of completed equipment. Where shipping is separately agreed, the applicable packaging, transport and insurance arrangements will be explained before proceeding. Any agreed shipping charges must be communicated and accepted by the customer. Where appropriate, customers may authorise another person to collect equipment on their behalf. Shipping or third-party collection arrangements do not replace any in-person assessment required under the voluntary SOLE Fit Guarantee. This provision does not restrict shipping, return or collection arrangements that may be required under mandatory statutory consumer rights. 11.11 Equipment Safety & Condition During Storage SOLE Boot Lab will take reasonable care of customer equipment while it remains in our possession. However, storage does not constitute a comprehensive maintenance, inspection or preservation service unless expressly agreed. Equipment may continue to deteriorate naturally over time because of its age, previous condition, material characteristics or other factors unrelated to improper storage or handling. Where equipment remains uncollected for an extended period, SOLE Boot Lab may recommend reassessment before further use if its condition gives reasonable cause for concern. We may decline to certify, adjust or approve equipment that we reasonably consider unsafe or unsuitable for continued use. Nothing in this section excludes responsibility for deterioration, loss or damage attributable to SOLE Boot Lab's failure to meet its legal or contractual obligations. 11.12 Statutory Rights & Responsibilities The provisions of this section establish the commercial conditions applicable to equipment entrusted to SOLE Boot Lab for fitting, modification, repair or other workshop services. They do not exclude, limit or replace any mandatory consumer rights under applicable French law. SOLE Boot Lab remains responsible for the proper care, handling and return of customer equipment in accordance with its legal obligations. Storage charges, collection procedures and any lawful right of retention will be applied only in accordance with the relevant contractual conditions and French law. Any disputes concerning uncollected equipment, outstanding charges, loss or damage will be assessed according to the circumstances and applicable statutory protections.
12. Product Faults, Repairs & Manufacturer Warranties SOLE Boot Lab maintains professional relationships with the manufacturers whose products we sell and holds a selection of replacement parts and components to support our customers. Where a product develops a fault, our priority is to identify the nature of the problem and provide an appropriate, safe and practical solution. Particularly where customers are visiting Chamonix for a limited period, we recognise the importance of resolving equipment problems without unnecessary disruption to their skiing. Where technically appropriate, we may undertake repairs or replace components directly from our workshop stock rather than requiring the customer to wait for a manufacturer to process a warranty claim. However, the availability of an immediate solution depends upon the nature of the fault, technical compatibility, replacement-part availability and applicable legal or warranty requirements. Manufacturing defects, normal wear, accidental damage and fitting-related problems are distinct issues and may require different remedies. SOLE Boot Lab will assess the circumstances and determine the appropriate procedure, while respecting the customer's applicable contractual and statutory rights. 12.1 Repairs & Replacement Components Where appropriate, SOLE Boot Lab may repair or replace damaged, worn or defective components using parts available from our workshop stock. These may include buckles, catches, straps, soles, screws, rivets, liner components and other replaceable elements. Our objective is to restore the equipment to an appropriate, safe and functional condition. Where an identical replacement component is unavailable, we may propose a technically compatible alternative. This may differ from the original component in colour, appearance or other non-essential characteristics. Any alternative must be appropriate for the equipment, compatible with the relevant system and suitable for its intended function. Where the alternative differs materially from the original specification, the customer's agreement will be obtained before installation. A temporary or alternative repair accepted to enable continued skiing does not automatically constitute final settlement of an applicable statutory guarantee claim. SOLE Boot Lab will not knowingly install a component or undertake a repair that we reasonably consider unsafe or technically incompatible. 12.2 Legal Guarantee of Conformity Products sold by SOLE Boot Lab are subject to the French legal guarantee of conformity (garantie légale de conformité). For consumer purchases, this guarantee generally applies to defects of conformity appearing within two years from delivery of the goods, subject to the conditions established by the French Consumer Code. The statutory guarantee is separate from the voluntary SOLE Fit Guarantee described in Section 4. Where a product sold by SOLE Boot Lab is legally non-conforming, the customer may request repair or replacement in accordance with the applicable statutory provisions. The choice of remedy, any lawful limitations and the possibility of a price reduction or reimbursement are determined by French consumer law. Where legally required, repair or replacement must be provided without charge to the customer and within the applicable statutory period. SOLE Boot Lab cannot require a customer to pursue a statutory conformity claim directly with the manufacturer instead of the seller. Where SOLE Boot Lab is the original seller, we remain responsible for fulfilling the obligations imposed upon us by the legal guarantee of conformity. Our voluntary policy of not offering cash refunds does not restrict any reimbursement legally required under this guarantee. 12.3 Legal Guarantee Against Hidden Defects Products sold by SOLE Boot Lab also benefit from the legal guarantee against hidden defects (garantie des vices cachés), as established by Articles 1641 to 1649 of the French Civil Code. This guarantee concerns qualifying hidden defects that existed at the time of sale and render the product unsuitable for its intended use or substantially reduce that use. Where the legal conditions are satisfied, the customer may exercise the remedies provided by law. These may include cancellation of the sale with reimbursement or retention of the product with a corresponding price reduction. The applicable legal time limits, evidence requirements and remedies are governed by French law. This statutory guarantee exists independently of the SOLE Fit Guarantee and any manufacturer commercial warranty. 12.4 Manufacturer Commercial Warranties Certain manufacturers provide additional commercial warranties covering their products. These warranties may vary according to the manufacturer, product, component, country and applicable warranty conditions. The duration, scope, exclusions and remedies of a manufacturer commercial warranty are determined by the warranty contract provided by the manufacturer. Where equipment was purchased from SOLE Boot Lab, we will provide reasonable assistance with applicable manufacturer warranty procedures. This may include inspecting the product, identifying the fault, supplying relevant purchase information, contacting the manufacturer or arranging an appropriate technical solution. However, manufacturer processing times, international distribution arrangements, stock availability and the availability of specific replacement components may fall outside our direct control. We cannot guarantee that a manufacturer will supply an identical replacement component, colour, model or complete replacement product within a customer's preferred timeframe. Where a customer exercises a valid statutory guarantee against SOLE Boot Lab as the seller, these manufacturer-related limitations do not extend or remove our own statutory obligations. The customer is not required to rely upon a manufacturer commercial warranty instead of exercising an applicable statutory guarantee against SOLE Boot Lab. 12.5 Product Faults & Fitting Problems A product fault and a fitting problem are not necessarily the same issue. A ski boot may be correctly manufactured but require further fitting adjustments to suit the customer's individual anatomy. Likewise, a boot may fit appropriately but develop a defective buckle, damaged component or other technical problem unrelated to its original fitting. A manufacturing defect does not automatically establish that the original boot selection was incorrect. Similarly, the existence of a pressure point or fitting difficulty does not automatically establish that the product is defective. Where both issues may be relevant, SOLE Boot Lab will assess the circumstances. The appropriate remedy may involve fitting work under the voluntary SOLE Fit Guarantee, repair or replacement under a statutory guarantee, a manufacturer commercial warranty or a combination of these procedures. Each applicable guarantee retains its own conditions, scope and legal protections. A customer exercising statutory rights is not restricted by the conditions of the voluntary SOLE Fit Guarantee. 12.6 Products Purchased Elsewhere SOLE Boot Lab may, at its discretion, assist customers experiencing problems with products purchased from another retailer. This assistance is subject to available workshop capacity, technical resources, replacement parts and the nature of the problem. Where a customer presents equipment purchased elsewhere, SOLE Boot Lab is not the original seller and does not automatically assume that retailer's statutory or contractual warranty obligations. Any assistance provided may include inspection, technical advice, replacement components, repairs or communication with a manufacturer. Unless otherwise expressly agreed or legally required, such services may be chargeable. Any applicable charges will be explained and agreed before work proceeds. Where the original retailer or manufacturer requires a particular warranty procedure, the customer may need to pursue the claim through the relevant party. SOLE Boot Lab cannot guarantee that another retailer's warranty issue can be resolved within the customer's visit to Chamonix. Where we independently sell a replacement component or undertake a repair, we remain responsible for our own supplied products and services according to the applicable contract and French law. Assisting with equipment purchased elsewhere does not bring the original equipment within the voluntary SOLE Fit Guarantee. 12.7 Temporary Repairs & Alternative Solutions Where equipment failure would otherwise prevent a customer from skiing, SOLE Boot Lab may propose a temporary or alternative solution. Such interventions will only be undertaken where we reasonably consider them technically appropriate and safe. A temporary repair may be intended to restore functionality for a limited period while an appropriate permanent repair or replacement is arranged. Where a solution is temporary, its nature, limitations and any relevant conditions of use will be explained to the customer. The customer must follow any reasonable safety, maintenance or usage instructions associated with the intervention. Where a temporary solution is provided in connection with a statutory guarantee claim, it does not remove or diminish the customer's legal remedies concerning the original defect. Any additional chargeable service or product outside an applicable guarantee must be agreed before proceeding. 12.8 Product Availability & Replacement Limitations Replacement products and components may become unavailable because of changes in manufacturer ranges, production, distribution or stock. Ski equipment is frequently revised between seasons, and certain colours, components, specifications or models may be discontinued. Where an identical replacement is unavailable, SOLE Boot Lab may propose a technically suitable alternative. Any substitute product or component must satisfy the requirements of the applicable agreement and statutory guarantee. Where replacement is undertaken under a manufacturer commercial warranty, the relevant warranty conditions will apply, subject to mandatory law. Where replacement is required under the French legal guarantee of conformity, the customer's statutory rights take precedence over any narrower commercial warranty conditions. The original-range restrictions established in Section 4 apply exclusively to the voluntary SOLE Fit Guarantee and do not restrict legally required remedies for defective or non-conforming goods. 12.9 Geography, Travel & Timing SOLE Boot Lab serves customers from Chamonix, France and many other countries. We recognise that customers travelling for a limited period may have restricted opportunities to return for fitting, repairs or product inspection. We will make reasonable efforts to identify practical solutions within the time and resources available. However, the customer's travel schedule does not automatically guarantee immediate availability of replacement products, manufacturer authorisation or specialist components. Where equipment purchased from SOLE Boot Lab is subject to a statutory guarantee claim, we will comply with the applicable legal deadlines and obligations regardless of the customer's country of residence. Where the issue concerns a voluntary commercial fitting service, the in-person attendance requirements described in Section 4 apply. Where the issue concerns a statutory product guarantee, complaints may be initiated remotely, and the appropriate inspection, return, repair or replacement arrangements will be determined according to applicable law. SOLE Boot Lab does not automatically compensate customers for interrupted skiing, travel arrangements, accommodation, lift passes or other associated expenses solely because an equipment problem has occurred. However, this provision does not exclude compensation or other remedies where SOLE Boot Lab is legally responsible for the relevant loss. 12.10 Warranty Assessment & Customer Information Customers reporting a suspected product defect should contact SOLE Boot Lab and provide sufficient information to identify the product, transaction and reported problem. Where reasonably available, this may include proof of purchase, the product model, a description of the fault, photographs and relevant information about the circumstances in which the problem occurred. SOLE Boot Lab may request an appropriate technical inspection where reasonably necessary to determine the cause of the reported problem. A request for inspection does not automatically mean that the customer must personally travel to Chamonix. Where mandatory statutory rights apply, the arrangements for presenting, returning or inspecting the product will comply with applicable law. We may record the condition of the equipment, any observed damage, previous modifications, relevant component details and the findings of our assessment. The purpose of this assessment is to distinguish, where reasonably possible, between manufacturing defects, fitting requirements, normal wear, accidental damage and other potential causes. Where a defect is covered by an applicable statutory guarantee, the customer will not be charged fees that are prohibited by law for obtaining the corresponding remedy. 12.11 Repairs Outside Applicable Guarantees Where a product is not covered by an applicable statutory or commercial guarantee, SOLE Boot Lab may offer a chargeable repair or replacement service. The proposed intervention, its price and any material limitations will be explained before work is undertaken. Repair services may include professional assessment, workshop labour, replacement parts and associated materials. Where an estimate is provided rather than a fixed price, any further work outside the agreed scope will require appropriate authorisation. Payment is due for properly performed work and correctly supplied products according to the agreed conditions. A paid repair does not automatically create a new voluntary SOLE Fit Guarantee for equipment purchased elsewhere. However, SOLE Boot Lab remains responsible for the conformity of separately sold products and the proper performance of its repair services according to applicable law. 12.12 Warranty Decisions, Repairs & Replacements Where a customer reports a fault, SOLE Boot Lab will assess the available information and explain the appropriate next steps. A manufacturer's refusal of a voluntary commercial warranty claim does not automatically determine whether the customer has rights under the French legal guarantee of conformity or guarantee against hidden defects. Similarly, the expiry of a manufacturer commercial warranty does not necessarily mean that all statutory rights have expired. Where repair or replacement is provided under a statutory guarantee, the applicable legal provisions govern the cost, timing, remedy and any extension or renewal of statutory guarantee rights. Where an intervention is provided under a voluntary commercial warranty, the conditions of that warranty apply, without prejudice to mandatory statutory rights. SOLE Boot Lab will not substitute a voluntary credit note for a legally required reimbursement without the customer's valid agreement where such agreement is permitted. 12.13 Statutory Consumer Rights The provisions of this section establish the procedures applicable to product faults, repairs, replacement components, manufacturer warranties and associated after-sales services. They do not exclude, restrict or replace the mandatory legal protections available to consumers under French law. Products purchased from SOLE Boot Lab remain subject to the legal guarantee of conformity and the guarantee against hidden defects. Any voluntary commercial warranty offered by SOLE Boot Lab or a manufacturer provides additional benefits and does not replace those statutory protections. Where repair, replacement, price reduction, reimbursement or another remedy is required by law, SOLE Boot Lab will comply with its legal obligations. Outside mandatory statutory obligations and existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds for correctly supplied and conforming products or properly performed services.
13. Wear, Damage & Equipment Safety Ski boots and associated equipment are technical sporting products designed to operate in demanding environments. During normal use, they are exposed to repeated mechanical loading, impacts, abrasion, moisture, temperature changes, ultraviolet radiation and significant forces generated through skiing and walking. Consequently, equipment and its individual components will experience wear and may deteriorate over time. The extent and rate of deterioration depend upon factors including construction, materials, frequency and intensity of use, maintenance, storage conditions, previous modifications and the individual characteristics of the equipment. SOLE Boot Lab assesses equipment according to its condition, intended use and technical suitability rather than relying exclusively upon its age or appearance. Our priority is to provide fitting and workshop services that we reasonably consider appropriate, technically reliable and safe. 13.1 Normal Wear & Deterioration Normal wear and deterioration are expected consequences of using ski equipment. Depending upon the product and its use, wear may affect soles, liners, buckles, straps, catches, screws, rivets, footbeds, internal padding, fastening systems and other components. Ski-boot liners may compress and lose volume through use. Soles may abrade through walking, and mechanical components may progressively wear through repeated operation. These changes can affect fit, retention, function and performance without necessarily indicating that the original product was defective or incorrectly fitted. Normal wear resulting from appropriate use does not, by itself, constitute a failure of the original fitting or create an entitlement to replacement or credit under the voluntary SOLE Fit Guarantee. Where technically appropriate, SOLE Boot Lab may recommend maintenance, fitting adjustments or replacement components to restore or maintain the equipment's function. Nothing in this section excludes defects, premature failures or other circumstances covered by an applicable statutory guarantee. Whether a particular condition constitutes normal wear or a legally actionable defect will depend upon the circumstances and applicable law. 13.2 Accidental Damage, Misuse & External Factors Damage caused by accidents, impacts, crushing, inappropriate transport, improper storage, excessive heat, chemical exposure, unauthorised alterations or other external influences is distinct from ordinary fitting requirements. Examples may include damage to shells or components caused by significant impacts, deterioration resulting from excessive heat, or structural changes arising from modifications performed outside the manufacturer's specifications. Such damage may affect the fit, structural integrity or reliable operation of the equipment. Where equipment has been damaged or altered after purchase, SOLE Boot Lab will assess whether further fitting work, repair or replacement is appropriate. Damage attributable to subsequent external events does not automatically establish that the original equipment was defective or incorrectly selected. However, the cause of any failure must be assessed on its individual merits. The existence of visible damage or evidence of previous use does not automatically remove statutory consumer protections where a qualifying defect or other legal entitlement exists. 13.3 Age & Usable Life of Ski Boots There is no single predetermined lifespan applicable to every ski boot. The usable life of a boot depends upon its construction, materials, condition, frequency of use, maintenance, storage and exposure to environmental and mechanical stresses. Equipment used intensively may deteriorate more quickly than equipment used occasionally, although limited use does not necessarily prevent material ageing. Certain materials may change mechanically over time, even where the equipment has been stored rather than regularly used. For these reasons, the age of a boot alone does not establish whether it remains safe, suitable or serviceable. SOLE Boot Lab assesses usable life according to the condition of the individual equipment and its capacity to perform its intended function reliably. We do not guarantee a fixed number of years or skiing seasons for every boot. Where equipment has deteriorated to the point that further use or modification is no longer reasonably appropriate, SOLE Boot Lab may recommend replacement. The absence of a fixed equipment lifespan does not restrict statutory rights concerning durability, conformity or defects existing at the time of sale. 13.4 Structural Integrity & Safety-Critical Components Certain elements of ski equipment are particularly important to its safe and reliable function. These may include boot shells, cuffs, fastening systems, sole interfaces, binding-contact surfaces, structural connections and other components involved in maintaining the intended interaction between the skier, boot and binding. Excessive wear, cracking, deformation, material deterioration or damage to these areas may compromise equipment performance or compatibility. Wear to boot soles and binding-contact surfaces may affect the operation of the ski-binding-boot system. SOLE Boot Lab may therefore recommend replacement of worn components, further technical inspection or discontinuation of use where a relevant safety concern is identified. The fact that equipment remains wearable, can be fastened or appears functional does not necessarily establish that it remains suitable for skiing. Likewise, a component that continues to operate during ordinary handling may still be unsuitable for the forces or conditions encountered during skiing. Where we identify a material concern affecting safe operation, we will explain the issue and recommend what we reasonably consider an appropriate course of action. 13.5 Inspection & Limits of Assessment SOLE Boot Lab may inspect equipment as part of a fitting, repair, modification or other agreed workshop service. Such assessments are based upon the condition reasonably observable at the time and the technical procedures appropriate to the service being performed. Ski boots and related equipment contain materials, components and structures that may deteriorate internally or fail without obvious external warning. Not every hidden defect, fatigue condition, manufacturing weakness or structural problem can be identified through normal visual inspection or routine workshop procedures. An inspection, fitting adjustment or repair does not constitute an unconditional certification that equipment is free from all defects or incapable of subsequent failure. Where the condition of equipment cannot reasonably be determined without destructive examination, specialist testing or procedures beyond the scope of the agreed service, SOLE Boot Lab may decline further work or recommend an alternative assessment. SOLE Boot Lab remains responsible for exercising appropriate professional care and skill when performing inspections and services it agrees to undertake. 13.6 Right to Refuse Unsafe or Inappropriate Work SOLE Boot Lab reserves the right to decline, suspend or discontinue work where we reasonably consider that the condition of equipment makes the proposed intervention unsafe, technically inappropriate or incapable of reliable execution. Such circumstances may include significant shell deterioration, structural cracking, excessive sole wear, damaged binding interfaces, compromised fastening systems, extensive previous modifications or other conditions affecting reliable function. We may also refuse work where an intervention could further compromise equipment that is already damaged or structurally weakened. Where practicable, we will explain the principal reasons for our decision and identify any reasonable alternatives. These may include replacement components, different equipment, specialist inspection or discontinuation of further use. A customer's willingness to accept the risks associated with equipment does not oblige SOLE Boot Lab to perform work that we reasonably consider unsafe. Nor does a customer's request or written authorisation require us to undertake an intervention that falls outside our professional competence or applicable safety requirements. Refusal of additional discretionary work does not remove any existing contractual obligations or mandatory statutory rights. 13.7 Maintenance, Storage & Customer Responsibilities Customers are encouraged to maintain their equipment appropriately and follow relevant manufacturer instructions concerning use, cleaning, drying, storage and inspection. Appropriate maintenance may help preserve equipment condition and identify developing problems before they become more significant. Customers should avoid exposing equipment to conditions that may damage its materials or components, including excessive temperatures or inappropriate chemical products. Equipment should be inspected following significant impacts, visible damage, unusual mechanical behaviour or other events that may affect its safe operation. Where a customer becomes aware of cracking, deformation, damaged components, excessive wear or another condition that may compromise safety, they should discontinue use until the equipment has been appropriately assessed. Customers should inform SOLE Boot Lab of relevant previous damage, repairs or modifications when presenting equipment for fitting or workshop services. These responsibilities do not transfer SOLE Boot Lab's legal obligations to the customer or exclude liability for defective products, incorrect advice or improperly performed services. 13.8 Repairs, Replacement Parts & Chargeable Work Where equipment remains serviceable, SOLE Boot Lab may recommend repairs, fitting adjustments or replacement of individual components. Such interventions may extend the practical usable life of equipment where they can be performed safely and effectively. Replacement parts may include liners, soles, buckles, straps, screws, catches and other suitable components. Where replacement results from normal wear, accidental damage or deterioration unrelated to an applicable guarantee, the relevant products and services may be chargeable. Any additional charges will be explained and agreed before work proceeds. Where repair or replacement is required under an applicable statutory guarantee or binding contractual obligation, the customer's relevant legal and contractual rights take precedence over the ordinary charging policy. SOLE Boot Lab will not undertake an intervention whose principal effect would be to prolong the use of equipment that we reasonably consider structurally unsafe or incapable of reliable operation. 13.9 Wear, Equipment Age & Lifetime Fitting Support For boots originally purchased from SOLE Boot Lab, lifetime fitting support applies for the usable life of the original equipment, as defined in Section 4. This commitment provides reasonable ongoing fitting assistance while the boots remain suitable and serviceable. Lifetime fitting support does not mean that equipment is guaranteed against normal wear, material deterioration or the eventual end of its usable life. Nor does it mean that every replacement component or product will be supplied without charge. Where reasonable fitting adjustments can maintain the intended fit and function of serviceable equipment, SOLE Boot Lab will continue to provide support in accordance with the applicable guarantee. Where the condition of the boots makes further fitting work technically inappropriate or unsafe, SOLE Boot Lab may conclude that the equipment has reached the end of its usable life. In such circumstances, the voluntary lifetime fitting support commitment may end. This determination will be based upon reasonable technical assessment rather than an arbitrary age limit. The end of the voluntary fitting support commitment does not extinguish statutory rights that may continue to apply. 13.10 Equipment Failure & Professional Responsibility Equipment may fail during skiing, workshop interventions or ordinary use for different reasons. Potential causes include manufacturing defects, material deterioration, excessive wear, impact damage, inappropriate use, incorrect adjustment, previous modifications and defective workmanship. The occurrence of a failure does not automatically establish its cause. Where a problem is reported, SOLE Boot Lab will assess the circumstances and available evidence within the scope of its professional competence. Where failure results from defective workmanship, incorrect installation or another matter for which SOLE Boot Lab is legally responsible, the appropriate contractual or statutory remedies will apply. Where failure results from normal wear, accidental damage or circumstances outside our responsibility, repair or replacement may be offered as a separate chargeable service where appropriate. A customer cannot be required to waive mandatory legal protections as a condition of obtaining a service. Equally, the existence of a fitting or workshop service does not create an unconditional commercial guarantee against every subsequent equipment failure. 13.11 Statutory Consumer Rights The provisions of this section explain the distinction between equipment ageing, normal wear, accidental damage, fitting requirements and product defects. They do not exclude, limit or replace any mandatory statutory consumer rights under applicable French law. Products sold by SOLE Boot Lab remain subject to the legal guarantee of conformity and the guarantee against hidden defects. Where a product experiences a premature failure or other condition potentially covered by these guarantees, the issue will be assessed according to the applicable legal requirements. Normal wear is not automatically equivalent to a defect, but neither can SOLE Boot Lab exclude a statutory claim solely by describing a reported failure as wear or deterioration. Where repair, replacement, price reduction, reimbursement or compensation is legally required, SOLE Boot Lab will comply with its obligations. Outside mandatory legal obligations and existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds for correctly supplied and conforming products or properly completed services.
14. Skiing, Fit & Limits of Responsibility Skiing is a dynamic sporting activity involving speed, changing terrain, variable snow conditions and substantial physical forces acting upon the skier and their equipment. SOLE Boot Lab specialises in selecting, fitting and optimising ski equipment to improve the interaction between the skier, their anatomy and the complete skiing system. Our professional objective is to identify equipment and fitting solutions appropriate to the individual customer's anatomy, physical characteristics, skiing requirements and intended objectives. However, ski equipment operates within a complex relationship between the skier, their physical capabilities, technique, environmental conditions and equipment characteristics. No ski boot, footbed, liner, binding or fitting intervention can eliminate every physical limitation, guarantee a particular skiing outcome or remove the inherent risks of skiing. SOLE Boot Lab remains responsible for its own products, professional recommendations and services in accordance with applicable contractual and statutory obligations. 14.1 Fit, Comfort & Performance The objective of professional ski-boot fitting is to achieve an appropriate balance between foot retention, support, mobility, comfort, control and the transmission of forces between the skier and their equipment. These characteristics are interconnected and may require technical compromises. A boot fitted for greater precision and retention may feel different from one intended to prioritise mobility or a less restrictive sensation. Similarly, increasing internal space to relieve pressure in one area may affect retention, support or control elsewhere. SOLE Boot Lab will evaluate the customer's objectives and recommend what we reasonably consider the most appropriate balance of these characteristics. A correctly selected and fitted ski boot does not necessarily feel identical to ordinary footwear or to equipment previously used by the customer. Some fitting sensations may be unfamiliar, particularly when transitioning from older, worn or substantially different equipment. The customer's experience may also vary according to temperature, terrain, snow conditions, skiing intensity, fatigue, socks, foot swelling and other individual or environmental factors. Consequently, no fitting process can reasonably guarantee complete comfort in every circumstance or identical sensations on every day of skiing. However, discomfort or other fitting concerns will be assessed in accordance with the applicable SOLE Fit Guarantee, contractual obligations and statutory consumer rights. 14.2 Skiing Performance & Equipment Characteristics Recommendations concerning boot flex, shell geometry, stance, cuff alignment, footbeds, liners, internal volume and other fitting characteristics are intended to provide an equipment setup appropriate to the individual skier. They do not constitute a guarantee of skiing ability, technical improvement, competitive results or performance. Skiing performance depends upon numerous factors beyond equipment selection, including technique, experience, strength, mobility, coordination, physical conditioning, terrain, snow conditions and environmental circumstances. Changes to equipment may alter the skier's balance, movement patterns, support and perception of control. An equipment configuration that provides improved mechanical support or precision may initially feel unfamiliar or require adaptation. Likewise, equipment that offers greater comfort or mobility may involve compromises in other performance characteristics. SOLE Boot Lab will explain relevant technical considerations where appropriate, but the customer remains responsible for skiing within their capabilities and adapting their skiing to the conditions encountered. The absence of a particular subjective performance improvement does not, by itself, establish that equipment was incorrectly selected or that a fitting service was defective. This does not exclude responsibility where equipment or professional services fail to meet applicable contractual or statutory requirements. 14.3 Pain, Injury & Medical Conditions Ski-boot fitting may help identify and address discomfort associated with the interaction between the skier and their equipment. However, SOLE Boot Lab does not provide medical diagnosis, treatment or rehabilitation services. Our professional assessments and recommendations concern skiing-related equipment function, fit and performance. Pain or discomfort may arise from several interacting causes, including equipment pressure, anatomical characteristics, physical limitations, existing injuries or medical conditions. Not every symptom experienced while skiing is necessarily caused by the ski boots. Where pain is persistent, severe, unexplained or appears unrelated to an identifiable equipment issue, SOLE Boot Lab may recommend that the customer seek assessment from an appropriately qualified healthcare professional. Customers are encouraged to inform us of relevant injuries, previous surgery, sensitivities, mobility limitations or medical advice that may materially affect the fitting process. Disclosure of medical information is voluntary, except where specific information is reasonably necessary for a service and the customer chooses to proceed with that service. SOLE Boot Lab will only collect and process personal information in accordance with applicable data protection law. We may decline an intervention where we reasonably consider that proceeding without appropriate medical advice could create an unacceptable risk. Equipment modifications, custom footbeds and fitting interventions supplied by SOLE Boot Lab are intended for skiing purposes and do not constitute a guarantee of relief from a medical condition. Nothing in this section excludes our responsibility for harm caused by defective products, incorrect professional services or other circumstances for which SOLE Boot Lab is legally responsible. 14.4 Cold Feet, Circulation & Temperature Ski boots operate in environments where low temperatures, moisture, wind exposure and prolonged physical activity may affect the skier's thermal comfort. The sensation of cold feet depends upon numerous variables. These may include environmental temperature, exposure time, moisture, individual physiology, circulation, physical activity, equipment insulation and the pressure exerted by the ski boot. Excessive or inappropriate compression may contribute to discomfort or interfere with the normal conditions necessary for adequate circulation. However, cold feet do not automatically establish that a ski boot has been incorrectly sized or fitted. Where appropriate, SOLE Boot Lab may recommend fitting adjustments, alternative liners, footbeds or other products intended to improve the interaction between the foot and the equipment. Such recommendations are based upon our professional assessment of the equipment and skiing requirements. No ski boot, liner, sock, footbed, heating system or fitting intervention can guarantee that a customer's feet will remain warm in every skiing condition. Where cold sensitivity is severe, persistent, unusual or associated with symptoms that may indicate a medical issue, customers should seek advice from an appropriately qualified healthcare professional. SOLE Boot Lab does not diagnose or treat circulatory, neurological or other medical conditions. The absence of a guaranteed thermal outcome does not exclude statutory rights where a product is defective or a service has been improperly performed. 14.5 Changes in the Skier The relationship between a skier and their equipment may change over time. Changes in body weight, strength, flexibility, mobility, physical conditioning, injuries, medical circumstances, foot anatomy, skiing technique or intended use may alter how previously suitable equipment fits or performs. A ski boot that was appropriate when originally selected may therefore require subsequent adjustment. In some circumstances, changes in the skier may exceed the practical adjustment range of the original equipment. Where appropriate, SOLE Boot Lab may recommend modifications, replacement components or alternative equipment. For ski boots originally purchased from SOLE Boot Lab, reasonable ongoing fitting support is provided in accordance with the lifetime fitting support provisions of Section 4. However, lifetime fitting support does not guarantee that the original equipment can accommodate every subsequent anatomical, physical or skiing-related change. Where a substantial change makes the original boots fundamentally unsuitable, replacement equipment may be necessary. Such changes do not automatically establish that the original selection or fitting was incorrect. Additional products, replacement components or new equipment may be chargeable according to the applicable commercial conditions. These provisions do not restrict statutory rights relating to defects or failures for which SOLE Boot Lab is legally responsible. 14.6 No Guarantee Against Falls or Injury Skiing involves inherent risks of falling, collision, loss of control and physical injury. No ski boot, binding, footbed, liner or equipment configuration can eliminate these risks. SOLE Boot Lab does not represent that equipment selected, supplied, adjusted or modified by us will prevent all falls, accidents or injuries. Ski boots and bindings interact as components of a mechanical system whose operation depends upon equipment compatibility, adjustment, condition and the forces generated during skiing. Even correctly selected, compatible and adjusted equipment cannot guarantee a particular outcome in every fall or skiing situation. Binding release mechanisms operate according to their design and adjustment characteristics and cannot guarantee release in every incident or retention in every skiing situation. Customers remain responsible for using equipment appropriately, following applicable safety recommendations and skiing within their capabilities. However, participation in skiing and acceptance of its inherent risks do not remove SOLE Boot Lab's responsibility for defective products, incorrect adjustments, negligent workmanship or other matters for which it is legally responsible. 14.7 The Complete Skiing System A ski boot does not function independently of the remaining equipment. The skier, boot, binding and ski form an interconnected mechanical system. Changes to one component may influence the behaviour or performance of the complete setup. Boot geometry, cuff alignment, forward lean, flex characteristics, sole interfaces, binding geometry and ski characteristics can all influence the skier's interaction with the equipment. Consequently, changing ski boots may alter the perceived behaviour of existing skis and bindings. Equipment that previously felt familiar may behave differently when combined with new boots, even where the new boots are correctly selected and fitted. Where appropriate, SOLE Boot Lab may recommend assessment or adjustment of the complete equipment system. Such work may involve additional products or services, which will be explained and agreed before proceeding. SOLE Boot Lab's voluntary Fit Guarantee does not automatically extend to the performance, suitability or condition of equipment purchased elsewhere. However, we remain responsible for the accuracy of our own professional advice, the products we supply and the work we undertake. 14.8 Customer Information, Equipment Use & Maintenance The effectiveness of a professional fitting depends partly upon accurate information concerning the customer's anatomy, previous equipment experiences, skiing objectives and intended use. Customers are encouraged to provide relevant information during the initial assessment and communicate any significant changes that may affect subsequent fitting decisions. Where equipment requires a period of adaptation or further reassessment, customers should follow the reasonable fitting and usage recommendations provided. Customers should also follow applicable manufacturer instructions concerning equipment use, maintenance, adjustment and storage. Equipment that has suffered significant impact, visible damage, unusual mechanical behaviour or other circumstances affecting its safe operation should be appropriately assessed before further use. Where a customer identifies a significant safety concern, they should discontinue use until the equipment has been assessed. Failure to follow reasonable safety instructions may affect the performance or condition of equipment. However, customer responsibilities do not remove SOLE Boot Lab's legal obligations concerning product conformity, professional workmanship or the accuracy of information and advice supplied. 14.9 Individual Expectations & Technical Limitations Professional ski-boot fitting involves balancing several physical and mechanical objectives. Certain customer preferences may be technically incompatible or impossible to achieve simultaneously. For example, a request for greater internal freedom of movement may conflict with a requirement for increased foot retention or more precise transmission of force. Likewise, a customer may request a fitting characteristic that is incompatible with the construction or limitations of the equipment. SOLE Boot Lab will consider the customer's objectives and explain relevant technical compromises where reasonably practicable. Where we consider a requested outcome technically inappropriate, unsafe or unachievable, we may recommend an alternative solution or decline the requested intervention. Our professional recommendations are intended to provide an appropriate and technically justified solution rather than simply reproduce a particular sensation or product characteristic requested by the customer. The customer's subjective preferences remain an important part of the fitting process but do not automatically determine the technical intervention undertaken. Where the original fitting objectives cannot reasonably be achieved, the applicable commercial guarantee and statutory consumer rights will determine the customer's available remedies. 14.10 Professional Responsibility & Statutory Consumer Rights The provisions of this section explain the inherent risks of skiing, the limitations of ski equipment and the distinction between professional fitting objectives and guaranteed outcomes. They do not exclude, limit or replace any mandatory consumer rights under applicable French law. SOLE Boot Lab remains responsible for the conformity of products it sells, the proper performance of its professional services and any damage or injury for which it is legally liable. The fact that skiing involves inherent risks does not remove responsibility for defective products, incorrect professional advice, unsafe installations, negligent workmanship or breaches of applicable contractual or statutory obligations. Likewise, the absence of a guaranteed subjective outcome does not prevent a customer from exercising rights where a product or service fails to conform to the applicable contract. Any legally required repair, replacement, reimbursement, compensation or other remedy will be provided in accordance with applicable law. Outside mandatory legal obligations and existing binding contractual commitments, SOLE Boot Lab does not offer voluntary cash refunds for correctly supplied and conforming products or properly completed services.
15. Complaints, Problems & Dispute Resolution SOLE Boot Lab takes responsibility for the products and professional services it provides. We recognise that fitting problems, equipment faults, misunderstandings or disagreements may occasionally arise. Our objective is to understand the circumstances, identify the cause of a problem and determine an appropriate resolution based upon the available evidence, our contractual commitments and applicable French law. Customers experiencing difficulties are encouraged to contact SOLE Boot Lab directly as soon as reasonably possible. We will consider complaints professionally and fairly, distinguishing between individual preferences, fitting requirements, equipment limitations, defective products and improperly performed services. 15.1 Opportunity to Assess & Resolve a Problem Where a customer experiences a problem with equipment or services supplied by SOLE Boot Lab, we request a reasonable opportunity to investigate and address the issue. Depending upon the circumstances, this may involve reviewing the original transaction, examining the equipment, discussing the customer's experience, undertaking a technical assessment or recommending further fitting work. Where a problem can reasonably be corrected through an appropriate fitting adjustment, repair or other intervention, we will explain the available options. Customers are encouraged to contact us before authorising significant third-party modifications that may alter the equipment or make the original cause of a problem more difficult to establish. Our request for an opportunity to investigate does not prevent customers from seeking independent advice or exercising their mandatory statutory rights. SOLE Boot Lab remains responsible for fulfilling its contractual and legal obligations. 15.2 Making a Formal Complaint Customers wishing to make a formal complaint should contact SOLE Boot Lab in writing. Complaints may be submitted by email to: sales@solesportslabs.com Alternatively, customers may send written correspondence to SOLE SPORTS LABS SARL at the business address published on our website and sales documentation. To assist our assessment, customers are encouraged to provide the following information where reasonably available: Their name and contact details. The approximate date of purchase or service. The product or service concerned. A clear explanation of the problem. Relevant photographs, invoices, receipts or other supporting information. Details of any previous fitting adjustments, repairs or interventions relating to the issue. Customers are not required to provide information that is irrelevant to their complaint. The absence of an individual document does not automatically prevent a complaint from being considered where sufficient information is otherwise available. SOLE Boot Lab will make reasonable efforts to acknowledge written complaints promptly, investigate the circumstances and provide a substantive response within a reasonable timeframe. Where further assessment or information is required, we will explain the next steps. 15.3 Assessment & Available Remedies The appropriate response to a complaint depends upon the nature and cause of the reported problem. A fitting problem may require further assessment or adjustment under the SOLE Fit Guarantee described in Section 4. A problem involving boots purchased elsewhere will normally be considered according to the products and services supplied by SOLE Boot Lab and the conditions in Section 5. A defective or non-conforming product may give rise to remedies under the applicable statutory consumer guarantees. A complaint concerning workmanship, repair or modification will be assessed according to the agreed service and applicable legal obligations. Depending upon the circumstances, an appropriate resolution may include further fitting work, corrective modification, repair, replacement, a credit note or another remedy. The voluntary commercial remedies offered by SOLE Boot Lab are governed by their applicable terms. No voluntary cash refund is provided merely because a customer changes their mind, disagrees with a professional recommendation or remains dissatisfied with correctly supplied products or properly performed services. However, where reimbursement, compensation or another remedy is legally required, the customer's statutory rights take precedence over the voluntary commercial policy. 15.4 In-Person Fitting Assessments Ski-boot fitting requires direct physical assessment of the customer and the relevant equipment. Where a complaint concerns fitting suitability, physical interaction, pressure, retention, stance or other fitting characteristics, an in-person assessment will normally be necessary. Under the voluntary SOLE Fit Guarantee, customers must attend SOLE Boot Lab with the relevant equipment to allow the fitting process to continue. We cannot reliably determine every fitting problem through photographs, written descriptions, telephone conversations or remote communication alone. Where appropriate, customers may be asked to bring their boots, liners, footbeds, skis, bindings or other relevant equipment. These requirements do not prevent customers from submitting complaints remotely. Nor do they restrict any statutory entitlement to repair, replacement, reimbursement or other remedies. Where a complaint concerns a statutory product guarantee, the applicable inspection, return and remedy arrangements will be determined according to French law. 15.5 Independent Opinions & Third-Party Interventions Customers are free to seek independent professional opinions concerning equipment purchased or services received from SOLE Boot Lab. An alternative opinion does not automatically establish that the original equipment selection, fitting process or technical intervention was incorrect. Different professionals may reasonably reach different conclusions where multiple technically acceptable approaches exist. SOLE Boot Lab will consider relevant evidence and information provided by another professional. However, we are not automatically required under our voluntary commercial Fit Guarantee to adopt another professional's diagnosis, preferred equipment or fitting methodology. Where third-party work has materially altered the equipment, we may need to assess whether those changes have affected the reported problem. Responsibility for any resulting damage, fitting difficulty or equipment failure will depend upon the circumstances and applicable law. The customer's decision to seek independent advice does not, by itself, invalidate statutory rights or an otherwise applicable commercial guarantee. 15.6 Reviews, Social Media & Public Complaints SOLE Boot Lab recognises that customers are entitled to share genuine experiences, opinions and feedback concerning our products and services. We respect the right of customers to express dissatisfaction, publish reviews and raise legitimate concerns. However, a public review, social-media post or other public statement does not necessarily provide the information or access to equipment required to investigate and resolve an individual fitting or technical problem. Customers experiencing a problem are therefore encouraged to contact SOLE Boot Lab directly. This allows us to review the relevant purchase, fitting history, equipment condition and technical circumstances. SOLE Boot Lab may respond to public comments where appropriate, but will not unnecessarily disclose confidential customer information or individual fitting records in a public forum. Customers' rights to provide honest feedback, make lawful complaints or seek independent assistance are not restricted by these Terms & Conditions. 15.7 Consumer Mediation In accordance with Articles L.612-1 and following of the French Consumer Code, SOLE SPORTS LABS SARL is affiliated with an independent consumer mediation service. The appointed consumer mediator is: CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice 49 Rue de Ponthieu 75008 Paris, France Telephone: +33 (0)1 89 47 00 14 Website: https://www.cm2c.net Email for submitting a dispute: declarer-un-litige@cm2c.net SOLE SPORTS LABS SARL, SIRET 79525895300012, entered into its consumer mediation agreement with CM2C on 20 October 2026. The current affiliation is confirmed until 20 October 2029. Consumers have the right to access this independent mediation service free of charge for the amicable resolution of eligible disputes. Where a dispute cannot be resolved following a written complaint submitted directly to SOLE Boot Lab, the customer may refer the matter to CM2C, subject to the applicable admissibility requirements. Mediation is intended to assist the parties in reaching an amicable resolution through an independent and impartial process. 15.8 Conditions for Consumer Mediation Before referring a dispute to CM2C, the customer must first have attempted to resolve the matter directly with SOLE Boot Lab by submitting a written complaint. Where the dispute remains unresolved, the consumer may submit a request for mediation in accordance with the applicable legal requirements. Under Article L.612-2 of the French Consumer Code, a mediation request may be inadmissible where: The consumer has not previously submitted a written complaint to the professional. The request is manifestly unfounded or abusive. The dispute has already been examined or is currently being examined by another consumer mediator or a court. The request is submitted more than one year after the consumer's original written complaint to the professional. The dispute falls outside the mediator's area of competence. The mediator determines whether the request is admissible according to the applicable legal requirements. Consumers may submit a mediation request through the CM2C website, by email or by post. SOLE Boot Lab will provide the appointed mediator's contact details to consumers whose complaints remain unresolved. 15.9 Mediation Outcomes & Legal Proceedings Consumer mediation is intended to provide an opportunity for amicable dispute resolution without automatically requiring court proceedings. Both parties remain free to accept or reject a proposed settlement. Where a settlement is accepted by both parties, its legal effect will be determined by the terms agreed and applicable law. Where mediation is unsuccessful, or a proposed settlement is not accepted, the parties retain their applicable rights to pursue other lawful remedies, including proceedings before a competent court. Nothing in these Terms & Conditions obliges a customer to accept a mediation proposal or prevents them from exercising their legal rights. SOLE Boot Lab will cooperate with the appointed consumer mediator in good faith and in accordance with its applicable legal and contractual obligations. 15.10 Confidentiality
16. Applicable Law & Final Provisions These Terms & Conditions govern the commercial relationship between SOLE SPORTS LABS SARL, trading as SOLE Boot Lab, and its customers in connection with the products and services supplied by the business. These Terms & Conditions are governed by French law, subject to any mandatory consumer protection rules that may apply. Nothing in these Terms is intended to exclude, restrict or replace any statutory consumer right that cannot lawfully be excluded or restricted. Where customers reside outside France, any mandatory consumer protections applicable under relevant international or European rules remain unaffected. Any dispute that cannot be resolved amicably may be referred to the competent courts in accordance with applicable jurisdictional rules. No provision of these Terms requires a consumer to bring proceedings exclusively before a court chosen by SOLE Boot Lab where the law provides otherwise. 16.1 Changes to These Terms & Conditions SOLE Boot Lab may update these Terms & Conditions to reflect changes in its products, services, commercial policies, operational requirements or applicable legislation. The date shown at the end of this document identifies the version concerned. Updated terms will apply to future transactions after they have been made available to customers in accordance with applicable law. Changes to these Terms & Conditions will not retrospectively remove, reduce or alter rights or contractual commitments already established under an earlier agreement. Unless otherwise required by law or expressly agreed with the customer, the conditions applicable to a purchase or service are those incorporated into the transaction when the relevant contract was concluded. Where a customer purchased ski boots under an earlier version of the SOLE Fit Guarantee, the commercial commitments applicable to that purchase remain binding according to their original terms. A subsequent change to the replacement, credit note or refund policy does not automatically alter an earlier guarantee. SOLE Boot Lab may update its commercial policies for future transactions without retrospectively withdrawing rights already granted to existing customers. 16.2 Severability If any provision of these Terms & Conditions is determined to be invalid, unlawful, unfair or unenforceable, that provision will not be applied to the extent prohibited by law. The remaining provisions will continue to apply where they can operate lawfully and independently. The invalidity of one provision does not automatically invalidate the entire agreement. Nothing in this section permits SOLE Boot Lab to replace an unlawful provision unilaterally with a new term that disadvantages the consumer or alters an existing contractual commitment without a lawful basis. 16.3 No Waiver of Rights Where SOLE Boot Lab chooses not to enforce a particular contractual condition on one occasion, this does not automatically mean that the condition has been permanently waived for future transactions. Similarly, where SOLE Boot Lab provides additional assistance, complimentary work or a commercial concession beyond its existing obligations, that decision does not automatically establish an entitlement to identical treatment in unrelated circumstances. However, this provision does not invalidate any specific commitment or agreement made to an individual customer. Any waiver, concession or agreement that creates a binding contractual obligation will be respected in accordance with its terms and applicable law. 16.4 Goodwill & Discretionary Assistance From time to time, SOLE Boot Lab may provide assistance beyond its contractual or statutory obligations as a gesture of goodwill. This may include complimentary adjustments, repairs, replacement components, additional fitting time, discounts, exchanges or other commercial solutions. Where such assistance is genuinely discretionary, it does not automatically constitute an admission that the original product or service was defective or incorrectly supplied. Nor does a goodwill arrangement offered in one case establish a general obligation to provide the same arrangement to every customer. SOLE Boot Lab retains discretion over voluntary commercial assistance, subject to the law and any specific commitment already made. Goodwill assistance does not replace or diminish statutory remedies, and a customer is not required to surrender mandatory consumer rights merely because voluntary assistance has been provided. 16.5 Interpretation & Priority of Provisions The headings and numbering used throughout these Terms & Conditions are intended to improve clarity and navigation. They do not independently alter the meaning or scope of the contractual provisions. Where a specific provision concerning a particular product, service or commercial guarantee differs from a more general provision, the specific provision will ordinarily govern that particular matter, subject to applicable law. The SOLE Fit Guarantee described in Section 4 is a voluntary commercial guarantee applying according to its defined eligibility conditions and scope. It does not replace or restrict the legal guarantee of conformity, the guarantee against hidden defects or other mandatory statutory consumer rights. Where an individual customer has received an additional binding contractual commitment, that commitment will be respected according to its agreed terms. Any ambiguity or inconsistency between provisions will be interpreted in accordance with applicable French law, including the rules governing consumer contracts and unfair contractual terms. SOLE Boot Lab does not reserve an exclusive right to determine the interpretation of these Terms or whether its own contractual obligations have been fulfilled. 16.6 Language & Translations These Terms & Conditions are made available in French in accordance with applicable French consumer information requirements. An English-language version may also be provided for the convenience of international customers. Both versions are intended to communicate the same commercial conditions, contractual commitments and consumer protections. SOLE Boot Lab will make reasonable efforts to ensure that any translation accurately reflects the intended meaning of the corresponding French text. Where a difference, ambiguity or inconsistency arises between language versions, the relevant contractual provisions will be interpreted according to applicable law, taking account of the information made available to the customer when the contract was concluded. No language provision may be used to remove a consumer protection, impose an undisclosed contractual restriction or retrospectively reduce a guarantee communicated to the customer. Customers may request a copy of the French-language Terms & Conditions. 16.7 Communication & Contractual Information SOLE Boot Lab makes its Terms & Conditions available through its website and, where appropriate, in connection with customer purchases, appointments and workshop services. Customers should be given an appropriate opportunity to review the contractual conditions applicable to their transaction before becoming bound by them. Where particular services, special orders, advance payments or other arrangements require additional conditions, these will be communicated before the relevant agreement is concluded. Any specific quotation, order confirmation, invoice, commercial guarantee document or individually agreed arrangement may form part of the applicable contract according to its terms and French law. The existence of general Terms & Conditions does not automatically incorporate documents or restrictions that were not properly brought to the customer's attention before the transaction. SOLE Boot Lab may retain records of the commercial terms and applicable guarantees associated with individual transactions. Customers may request clarification of the conditions applicable to an earlier purchase or service. 16.8 Consumer Complaints & Disputes Customers experiencing a problem with products or services supplied by SOLE Boot Lab are encouraged to contact the business directly. The complaint procedure and available consumer mediation service are described in Section 15. SOLE SPORTS LABS SARL is affiliated with CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice. Consumers may use the appointed mediation service free of charge for eligible disputes, subject to the applicable legal requirements. The availability of mediation does not remove the customer's right to bring proceedings before a competent court. Nothing in these Terms restricts the consumer's access to lawful complaint procedures, independent advice, regulatory authorities or judicial remedies. 16.9 Statutory Rights & Commercial Guarantees SOLE Boot Lab provides products and services subject to the mandatory requirements of French consumer law. The legal guarantee of conformity, the guarantee against hidden defects and other applicable consumer protections operate independently of our voluntary commercial policies. Where a legally required remedy includes repair, replacement, price reduction, reimbursement or compensation, SOLE Boot Lab will comply with the applicable legal requirements. Our voluntary commercial policy does not provide cash refunds for correctly supplied and conforming products or properly performed services merely because a customer changes their mind or is dissatisfied with an otherwise fulfilled transaction. This policy does not restrict mandatory statutory remedies or existing binding contractual commitments. The SOLE Fit Guarantee, including its replacement and credit note provisions, provides additional commercial benefits according to the conditions applicable to the original purchase. Separately invoiced products and services retain their own applicable contractual and statutory protections. Nothing in these Terms permits a voluntary commercial guarantee to override or diminish a more favourable mandatory legal entitlement. 16.10 Contact & Company Information SOLE Boot Lab is operated by: SOLE SPORTS LABS SARL Trading as SOLE Boot Lab Société à responsabilité limitée au capital de €1,000 Registered office: 14 Chemin des Pouvolles 74400 Chamonix-Mont-Blanc France RCS Annecy: 795 258 953 SIRET: 795 258 953 00012 French VAT Number: FR82 795 258 953 Email: sales@solesportslabs.com Telephone: +33 (0)4 50 96 11 63 Questions concerning these Terms & Conditions, products, services or existing contractual commitments may be addressed to SOLE Boot Lab using the contact details above. Version date: 20 October 2026. This version applies to transactions concluded after it has been appropriately published or communicated to customers, subject to mandatory legal requirements. Earlier transactions remain governed by their applicable contractual terms and guarantees, together with the statutory rights provided by law.