Terms & Conditions

These Terms & Conditions (the “Terms”) set out the agreement between you and Akrolimb Ltd (“Akrolimb”, “we”, “us” or “our”) when you order our custom insoles or use www.akrolimb.com (the “Site”) and the AkroScan iPhone application (the “App”, and together with the Site, the “Services”). Please read the Terms carefully before ordering. By placing an order, or by using the Services, you agree to the Terms. Your statutory rights as a consumer sit on top of the Terms and are never limited by them.

1. Our companies

Akrolimb Ltd operates the Site and the App and is the seller for orders placed on this store. Akrolimb Ltd is registered in England and Wales under company number 17066080. Our registered office address is recorded on the public register at Companies House under that company number and is available from us on request.

Every order on the Site, wherever it is delivered, is currently sold by Akrolimb Ltd. In future, orders delivered to India may instead be sold by our group company, Akrolimb Private Limited, registered in India with CIN U32506GJ2025PTC171426; if that change is made, we will update this page and the Terms will apply to those sales with Akrolimb Private Limited as the seller.

You can contact us at any time at support@akrolimb.com.

2. Your order and our contract

When you place an order and payment succeeds, we will email you an order confirmation. The contract between us is formed when that email is sent. Occasionally we may need to decline or cancel an order, for example because of a payment or pricing error, or a delivery address we cannot serve; if that happens after you have paid, we will refund you in full straight away.

Prices are shown in the currency of your delivery region: pounds sterling for the United Kingdom, US dollars for the United States, euros for Europe and Indian rupees for India. The price you see at checkout is the price you pay. Payment is taken securely by our payment processor, Stripe; your card details never touch our servers. If we discover an obvious pricing mistake in an order you have placed, we will contact you to confirm the corrected price, or cancel the order with a full refund, before making anything.

3. Made from your scan

Every pair is custom-made from a 3D scan of your own feet, taken with the App. You can scan first and order afterwards, or order first and scan when your confirmation email walks you through it. Either way, production starts once we have both your order and your scan.

Your email address is how your scans and your order find each other, so please use the same email address for both. We rely on the scan you send being of the feet the insoles are for; a scan of someone else's feet will produce insoles that fit that person, not you.

4. Delivery

We deliver to the United Kingdom, the United States, Europe (the EU, EEA and Switzerland) and India. Prices include delivery. Orders delivered to India may be charged import duties by Indian customs on arrival; those duties are not included in the price and are your responsibility. Each pair is printed to order: your pair goes to print once your scan arrives, and ships after it passes a hand check. We aim to have your insoles with you within days, and we will email you when your order is dispatched. Delivery timings are estimates rather than guarantees, but if your order is significantly delayed we will keep you informed, and you can contact us at any time for an update.

Your insoles are our responsibility until they are delivered to the address you gave us. Risk passes to you on delivery, and the goods remain ours until we have received payment in full.

5. Cancelling your order

You may cancel your order for a full refund within 24 hours of placing it. Reply to your order confirmation email or write to support@akrolimb.com, and we will cancel and refund you even if production has already begun.

After that window, your pair is a personalised product made to a scan of your own feet. Under the Consumer Contracts Regulations 2013, the standard 14-day cooling-off right does not apply to bespoke, made-to-order goods, so once the 24 hours have passed we cannot promise a cancellation. Our 30-day guarantee in Section 6 means you are never left with a pair that is not right for you.

6. Our 30-day guarantee

Getting your fit right is the whole point. If your insoles are not right for you, tell us within 30 days of delivery and choose either a remake, where we make you a fresh pair adjusted from your feedback at no cost, or a full refund to your original payment method. The choice is yours.

To claim, reply to any of our order emails or write to support@akrolimb.com with your order reference. We may ask a few questions about the fit, and occasionally for the pair back, so that every remake makes the next pair better. This guarantee is a voluntary promise offered in addition to your statutory rights; it never limits or replaces them.

7. Faulty or not as described

If your insoles arrive faulty, damaged, or not as described, your statutory rights apply on top of everything above: for UK orders, under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days for a full refund and to a repair or replacement after that; for orders delivered to India, under the Consumer Protection Act 2019. Contact us and we will put it right. Refunds are always made to your original payment method.

8. Your scans and your data

Scanning is free and requires no account. If you send us scans and do not order, they are deleted automatically 7 days after your latest scan; you can also delete them sooner from the App's confirmation screen, or by emailing support@akrolimb.com. If you order, your scan is kept on file so that future pairs can be designed without re-scanning. How we collect, use, store, and delete your personal information, and the rights you have over it, are set out in our Privacy Policy, which the Terms incorporate by reference.

9. Licence to use our software

We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Site and the App to scan, order, and manage your insoles (and, for clinician accounts, to design and order devices for patients). The software, its design, our device designs, and all intellectual property in them remain ours or our licensors'.

You agree not to misuse the Services: no reverse engineering, scraping, reselling access, submitting content you have no right to share, probing or disrupting our systems, or using the Services to break the law. We may suspend or close accounts that breach the Terms. Where practical we will warn you first, and suspension never affects refunds you are entitled to.

10. A comfort product, not a medical device

Akrolimb consumer insoles are a comfort product, not a medical device. They are not intended to diagnose, treat, cure, or prevent any disease or condition, and they are not a substitute for professional medical advice. If you have a medical condition affecting your feet, talk to a healthcare professional before relying on any insole. Comfort outcomes described by customers are personal experiences, not a guarantee of results.

Where clinicians use our design software to produce custom orthotic or prosthetic devices, clinical suitability and any applicable regulatory responsibilities rest with the treating clinician.

11. Complaints

If something has gone wrong, tell us. Email support@akrolimb.com with “Complaint” in the subject line, or use our support page. We will acknowledge your complaint within 2 business days and give you a full reply within 14 days. If we cannot resolve it between us, we will write to you naming a certified alternative dispute resolution (ADR) provider and telling you whether we are willing to use it. Nothing in this section limits your statutory rights or your right to bring a claim in court.

12. Our responsibility to you

Nothing in the Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law says cannot be excluded. Your statutory consumer rights are never limited by the Terms.

Beyond that, we are responsible for loss or damage that is a foreseeable result of our breaking the Terms or failing to use reasonable care, and our total liability for an order is limited to the price you paid for it. We are not responsible for losses that are not foreseeable, or for business losses; the store is for consumers.

13. General

We may update the Terms from time to time. The version published on this page when you place your order is the version that applies to that order, and we will change the “Last updated” date above with every revision. If any part of the Terms turns out to be unenforceable, the rest still stands. The Terms are between you and us; no one else can enforce them, and you may not transfer your order's rights to someone else without asking us first (we will not refuse unreasonably).

14. Governing law

The Terms, and every order sold by Akrolimb Ltd, are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction; if you live in Scotland or Northern Ireland, you may also bring proceedings there. If orders delivered to India are in future sold by Akrolimb Private Limited, those contracts of sale will be governed by the laws of India. Wherever you live, you always keep any mandatory consumer protections your local law gives you, and nothing in the Terms takes them away.

15. What we ask you to confirm

This section explains how your agreement is recorded when we handle scans, and publishes the exact wording of any consent we record so that it is verifiable. When our team or a partner clinician captures scans for you through an upload link, you will be asked to confirm the consent below; the exact wording depends on the device you are getting, and you may withdraw that consent at any time.