Terms and Conditions
1. Introduction
Welcome to TrueNorthNat! These Terms and Conditions govern the use of our services, products, and offerings in the field of luxury watchmaking and repair. By placing an order or using our services, you agree to these conditions and commit to fully complying with them.
2. Service Eligibility
2.1. Client Information – Our services are directed at watch enthusiasts and collectors. When scheduling a service or placing an order, we request information about your timepiece and service needs to ensure we can provide appropriate assistance.
2.2. Registration – For our custom manufacturing and restoration services, prior consultation and confirmation by TrueNorthNat is required. You are obligated to provide correct and current information about your timepiece.
2.3. Conduct Guidelines – In our consultations and interactions, we expect professional behavior. Any form of discrimination, disruptive behavior, or inappropriate communication may result in termination of services.
2.4. Confidentiality – Clients agree to maintain the confidentiality of proprietary techniques and craftsmanship methods shared during our consultations.
3. Service Booking and Payment
3.1. Service Bookings – Bookings can be made through our website, by telephone, or in person and are binding after our written confirmation.
3.2. Payment Terms – Service fees are due according to our payment schedule: 50% deposit upon service approval and 50% upon completion. We accept bank transfers and major credit cards.
3.3. Custom Orders – For custom watch manufacturing, separate payment terms apply, which are specified in the respective contract, typically requiring staged payments throughout the creation process.
3.4. Cancellation Conditions – For cancellations of standard services up to 72 hours before a scheduled appointment, no fee will be charged. For cancellations within 72 hours, 25% of the fee will be retained. For custom orders, deposits are non-refundable once work has commenced.
4. Service Delivery and Changes
4.1. Service Planning and Execution –
- TrueNorthNat reserves the right to adjust service methods based on technical assessment of the timepiece.
- In case of unexpected issues discovered during service, additional consultation may be required.
- Changes to service scope or timelines will be communicated to clients as early as possible.
4.2. Service Materials – All designs, technical documents, and digital materials are the intellectual property of TrueNorthNat or our watchmakers. The materials may not be reproduced, distributed, or used for commercial purposes without written permission.
5. Special Services and Consultations
5.1. Registration – For custom watch manufacturing and complex restorations, separate consultation conditions apply, which are communicated before booking and are binding.
5.2. Cancellation Conditions – Cancellations for these specialized services must be made at least 7 days in advance to receive a partial refund of deposit. For later cancellations, the full deposit will be retained.
5.3. Client Selection – For certain limited-edition custom watches and unique services, we reserve the right to select clients based on criteria such as project scope, technical feasibility, and artistic vision to ensure optimal service provision.
6. Liability Disclaimer and Warranty
6.1. Liability – TrueNorthNat is only liable in cases of intent or gross negligence on the part of our employees or watchmakers. We assume no liability for improper handling of timepieces after service completion or for undisclosed pre-existing conditions.
6.2. Warranty – Our services are covered by a 24-month warranty against defects in workmanship and materials. This warranty does not cover damage due to misuse, accidents, or normal wear. Custom manufactured timepieces come with a 36-month warranty on movement functionality.
7. Property and Premises
7.1. Use of Premises – Workshop and showroom facilities are to be treated with care. The causer is liable for willful damage.
7.2. Client Timepieces – We maintain comprehensive insurance for all timepieces in our possession during the service period. A detailed condition report will be provided upon receipt of each timepiece.
8. Data Protection
8.1. Data Processing – The processing of personal data is carried out in accordance with our separate Privacy Policy, which is considered an essential part of these Terms and Conditions and should be read carefully.
8.2. Photo and Video Material – With client permission, image and video material of completed work may be created for documentation and portfolio purposes. Clients can object to the use of their timepiece imagery at any time.
9. Return Policy
At TrueNorthNat, we take pride in our craftsmanship and customer satisfaction. Our return policy for products and services is designed to ensure your complete confidence in our work.
9.1. Custom Manufactured Watches – Due to the bespoke nature of our custom timepieces, these creations are non-returnable and non-refundable once production begins. However, we commit to addressing any manufacturing defects or issues that arise under our comprehensive warranty program at no additional cost.
9.2. Watch Repair Services – If you are not satisfied with a repair service, please notify us within 14 days of receiving your timepiece. We will assess the issue and either correct the problem at no additional charge, offer a partial refund, or provide an alternative solution based on the specific circumstances.
9.3. Parts and Accessories – Unworn, unused parts and accessories in original packaging may be returned within 30 days of purchase for a full refund or exchange. Custom-ordered parts are non-returnable once production has begun.
9.4. Return Process – To initiate a return or service adjustment, please contact our client services team. All returns must be properly packaged and insured for shipping. Shipping costs for returns are the responsibility of the client unless the return is due to our error.
10. Final Provisions
10.1. Severability Clause – Should individual provisions of these Terms and Conditions be or become invalid, the validity of the remaining provisions remains unaffected.
10.2. Applicable Law – These Terms and Conditions are subject to Canadian law. The place of jurisdiction for all disputes is the registered office of TrueNorthNat, to the extent legally permissible.