Terms And Conditions

01 About these terms

This website is owned and operated by Stitch2Stitch LLC FZ (see section 02 for our business details). By accessing the website, registering an account, requesting a quote or placing an order you agree to be bound by these terms and conditions and by our Privacy Policy. If you do not agree with them, please do not use the website or our services.

The cardholder must retain a copy of transaction records and of these merchant policies and rules. We recommend saving your order confirmation and payment confirmation emails.

02 Who we are

Stitch2Stitch LLC FZ (also known as S2S Digitizing) is an embroidery digitizing, vector artwork and patch file design business based in Dubai, United Arab Emirates. Our registered business details are:

For questions about an order, an invoice or these terms, contact us using the details above.

03 Our services

We provide the following services to apparel decorators, embroidery shops, promotional product companies and other business customers:

• Embroidery digitizing: converting your logo or artwork into a machine-ready stitch file, including logo, cap, 3D puff, appliqué, left-chest, jacket-back, sleeve and towel digitizing, delivered in the machine format you request (for example DST, PES, EXP, JEF or EMB).
• Vector artwork: raster-to-vector conversion, logo vectorization, redraws and colour separation, delivered in formats such as AI, EPS, PDF, SVG or CDR.
• Custom patch files: patch artwork and digitized stitch files for embroidered, woven, PVC, chenille and similar patches, ready for your embroidery machine or your patch manufacturer. We supply the files only.

Everything we sell is a digital file delivered electronically; we do not sell, produce or ship physical goods. Descriptions, prices and turnaround times for each service are shown on the relevant service page and confirmed in your quote. Our services reflect our licensed business activity, and we may decline any order that falls outside it or that breaches section 10.

04 Accounts and eligibility

• Customers who are minors (under the age of 18) shall not register as users of the website and shall not transact on or use the website.
• You must give accurate, complete and current information when you register or order, and keep it up to date.
• You are responsible for maintaining the confidentiality of your account and password and for all activity that takes place under your account. Tell us immediately at info@s2sdigitizing.com if you believe your account has been used without your permission.
• We may suspend or close an account that is used in breach of these terms, for fraud, or to place orders that we are not permitted to fulfil.

05 Orders, quotes and turnaround

• Placing an order: upload your artwork through the client portal, or email it to us, together with the design size, placement, fabric or garment, colours and the file format you need. The more detail you give, the better the result.
• Quotes: prices depend on the design size, stitch count, complexity and any special techniques. A quote is valid for the period stated on it. If you order without requesting a quote, we bill at the rates shown on our service pages.
• Acceptance: an order is accepted, and a contract formed, when we send you an order confirmation. We may refuse or cancel an order before acceptance, for example if the artwork is unsuitable or the order breaches section 10, and any payment already made will be refunded in full.
• Turnaround: most digitizing and vector orders are delivered within 6 to 8 hours of confirmation, depending on artwork quality and complexity. Large or complex designs are quoted individually, and rush service can be arranged on request. Turnaround times are estimates, not guarantees, and we are not liable for delays caused by events outside our reasonable control.
• Test sew-out: we recommend a test sew-out of every new file before a production run. If a file needs adjusting for your machine, thread or fabric, tell us and we will revise it free of charge (see section 08).

06 Prices, payment and currency

• Currency: prices on this website are quoted in United States dollars (USD) unless a quote states otherwise. The price and currency shown at checkout are the price and currency charged to your card and shown on your transaction receipt.
• Payment methods: we accept payments online using Visa and Mastercard credit and debit cards, together with the other card brands and payment methods shown at checkout and in the footer of our website. Card payments are processed by our payment gateway partner on its secure page; we never see or store your full card details (see our Privacy Policy).
• When payment is due: payment is due as stated in your quote or invoice. New customers pay before files are released. Customers with an approved account are invoiced after the order is completed and delivered, on the payment terms agreed in writing. Special pricing may be offered for volume orders.
• Payment confirmation: after a successful payment you will receive a confirmation email with your order reference, the amount and currency paid and a summary of the order, normally within a few minutes and no later than 24 hours. If it does not arrive, check your spam folder and then contact us.
• Separate transactions: each order paid separately is a separate transaction and will appear as a separate posting on your card statement.
• Taxes: any applicable taxes are shown before you pay.
• Payment problems: if you believe you have been charged incorrectly, contact us first at info@s2sdigitizing.com so we can put it right quickly. Unpaid invoices may result in files being withheld and the account being suspended.

07 Delivery policy

Everything we sell is a digital file. We do not sell, produce or ship physical goods, so no shipping charges, couriers or delivery addresses are involved in any order.

• How files are delivered: finished digitizing, vector and patch files are delivered electronically, by email to the address on your order and as downloads in your client portal.
• When: standard delivery is within 6 to 8 hours of order confirmation (and of payment, where payment is due in advance), as described in section 05. Rush delivery can be arranged on request.
• Delivery charges: none. The price shown for the order is the full price you pay.
• If a file does not arrive: check your spam folder, then contact us and we will re-send it free of charge. You are responsible for giving us a valid email address.
• Formats: files are supplied in the format you request. If you later need the same design in another format, ask us and we will provide it.

08 Revisions, refunds and cancellations

Free revisions

Every digitizing, vector and patch file order includes unlimited free revisions until the file sews out or renders as the approved artwork. Changes to the original artwork, a new size or placement, or a different design are treated as a new order and quoted separately.

Refund policy

Because every file is custom-made for you, refunds are considered case by case as follows:

• File does not work: if a delivered file does not sew out correctly or does not match the approved artwork, and we cannot fix it after revisions, we refund the order in full.
• Wrong charge: if you were charged twice or an incorrect amount, we refund the difference.
• No refund: we cannot refund orders where the files have been delivered and approved, where the artwork you supplied was wrong or of insufficient quality despite our advice, or for a change of mind after delivery. In these cases we are happy to re-digitize or redraw the design at a discounted price.

To request a refund, email info@s2sdigitizing.com within 7 days of delivery with your order reference and the reason. Refunds will be made only to the original mode of payment and are processed within 10 to 45 days, depending on the issuing bank of the card used. Card details are not passed on to any third party when a refund is processed.

Cancellation policy

• An order can be cancelled free of charge at any time before a digitizer or artist starts work on it, by email or through the client portal. Once work has started, a cancellation charge reflecting the work already done, up to the full order price, may apply. Delivered orders cannot be cancelled.
• If we are unable to fulfil an order, for example because the artwork is not suitable for embroidery, we will tell you and refund any payment in full to the original mode of payment.

09 Your artwork and intellectual property

• By sending us artwork you confirm that you own it or have permission to use it, and that producing your order will not infringe anyone's trademark, copyright or other rights. You agree to cover any loss or claim we suffer because this confirmation is untrue.
• Once an order is paid in full, the delivered stitch file, vector file or patch file is yours to use for your own production and for your customers. We keep a copy of your files so that we can re-supply or edit them on request, and we do not reuse or resell your designs.
• We only show finished work in our portfolio or marketing with your written permission.
• This website and its content, including the text, design, layout, photographs, graphics, logos and code, are owned by or licensed to S2S Digitizing and may not be reproduced, distributed or used without our written consent. Third-party trademarks and machine format names belong to their respective owners.

10 Acceptable use and restricted countries

You agree not to misuse the website or our services. In particular you must not:

• attempt to gain unauthorised access to the website, the client portal or other customers' accounts, or introduce viruses or other harmful code;
• copy, scrape or resell any part of the website or our services without permission;
• give false information, use a payment method you are not authorised to use, or place orders for fraudulent purposes;
• order designs that are obscene, hateful, defamatory, promote violence or illegal activity, or that infringe another person's rights. We reserve the right to decline such orders at our discretion.

11 Warranties and limitation of liability

• The website and its content are provided on an "as is" and "as available" basis. We do not warrant that the website will be complete, accurate, uninterrupted, secure or error-free, or that the website or its servers are free of viruses.
• We take care to produce accurate files on time, but embroidery results also depend on your machine, thread, stabiliser, fabric and settings. You are responsible for testing every file before a production run, and we are not liable for garments, materials or production time lost as a result of running an untested file.
• To the fullest extent permitted by law, our total liability for any order is limited to the amount you paid for that order, and we are not liable for indirect or consequential losses such as lost profits, lost business or delay.
• Nothing in these terms limits or excludes any liability that cannot be limited or excluded under the laws of the United Arab Emirates.

12 Governing law and disputes

Any dispute or claim arising out of or in connection with this website, our services or these terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, and the courts of Dubai, United Arab Emirates, have exclusive jurisdiction.

If you have a complaint, please contact us first at info@s2sdigitizing.com. We aim to resolve every issue amicably and quickly, and most concerns are settled with a free revision or a re-supply of your files.

13 Changes to these terms and to the website

The website policies and these terms and conditions may be changed or updated occasionally to meet legal, regulatory and business requirements. You are encouraged to visit this page frequently to stay informed about any changes. Modifications take effect on the day they are posted, and the "Last updated" date at the top of the page will be revised. Continuing to use the website or placing an order after a change means you accept the updated terms.

All information on the website, including services and prices, is subject to change without notice, and we may improve, change or discontinue any service at any time.

14 Contact us

If you have any questions about these terms, an order or a payment, our team is happy to help.

• Email: info@s2sdigitizing.com
• Phone: +1 928 297 0111
• Post: Stitch2Stitch LLC FZ, Falcon House Building, Dubai Investment Park First, Dubai, United Arab Emirates