AFTERCARE⁺ TERMS & CONDITIONS
We created AfterCare⁺ because real life ruins good shoes, and no one else helps you when it happens.
So here’s the simple version, without any legal noise:
- You’re protecting one pair of shoes (both shoes) for 12 months.
- The pair must have been purchased within the last 30 days, from any store, anywhere in Australia.
- You upload 3–5 real photos + proof of purchase so our team can confirm the pair’s identity.
- If something serious happens (loss, theft, dog damage, water damage, damage beyond repair), we’ll fix or replace the pair, up to $300.
- You pay one small incident fee only when a claim is approved Nothing recurring, nothing sneaky.
- Normal wear, aging, dirt, or avoidable damage isn’t covered (that keeps the system fair and affordable).
- Every activation and claim is reviewed by a real human who wants to help you, not a bot.
If you’re honest with us, we’re unbelievably fair with you. If something genuinely happens, we actually sort it.
These terms exist for one reason:
so we can keep saying “yes” to people who actually need us.
Nothing in these terms limits your rights under the Australian Consumer Law.
(We’re simply offering extra protection on top of the basics.)
Full Terms & Conditions
1. Definitions
To avoid confusion:
- “Pair” = both shoes that belong together.
- “Activation” = your AfterCare⁺ request approved by us in writing.
- “Coverage Period” = the 12 months after activation is approved.
- “Incident Fee’ = the small fixed amount you pay per approved incident
- “We / Us” = Solehaven / AfterCare⁺.
- “You / Your” = the person activating the coverage.
2. Eligibility
To activate AfterCare⁺, you must:
- Be 18 or older.
- Provide your name, email, and contact number.
- Upload clear photos (top, sole, sides, any key areas).
- Upload valid proof of purchase showing:
store/brand
date
style
price - Ensure the pair was purchased within the last 30 days.
We may decline activation if:
- Photos are unclear, altered, or don’t match the pair submitted.
- The pair is visibly older than 30 days.
- Proof of purchase is missing essential details.
- The pair appears to be an unauthorised or non-genuine version of the model.
- Damage existed before activation.
One activation = one pair. Each additional pair requires its own activation.
3. Coverage Period
Coverage starts only after approval via our confirmation email. Incidents that happened before activation are not eligible.
Coverage lasts 12 months from the approval date.
4. What’s Covered
AfterCare⁺ includes both footwear protection and membership benefits described on the product page.
✔ Loss
Lost during:
- travel
- gym visits
- moving house
- misplaced and unrecoverable
✔ Theft
One of the following is sufficient:
- basic police slip
- venue/gym/airline report
- email or screenshot confirming the incident
We keep this simple, we just need written confirmation.
✔ Dog Damage
- chewed straps
- torn uppers
- destroyed cork
- destroyed soles
If it cannot be safely repaired → replacement.
✔ Water Damage / Warping
- heavy rain
- accidental soaking
- shape distortion
✔ Damage Beyond Repair
If our restoration partners confirm the pair cannot be safely revived → replacement up to $300.
✔ Fast Replacement
Most cases resolved in 1–5 business days (stock dependent).
5. What’s Not Covered
We keep these boundaries narrow on purpose. Most real-life accidents are covered - this list just protects honest members from people trying to game the system.
❌ Normal Wear & Tear
❌ Age-Related Wear
❌ Intentional or Forced Damage
❌ Damage Outside Normal Use
❌ Pairs older than 30 days at activation
This keeps things fair for everyone.
6. Incident Fee (Your Cost Per Approved Incident)
You pay one small incident fee, only if your claim is approved
- Pair cost $69–$150 → $49
- Pair cost $151–$250 → $69
- Pair cost $251–$300 → $89
You never pay more than this per incident.
No hidden charges. No recurring fees unless you choose to renew.
7. Claim Process
To submit a claim, you must:
- Provide clear photos of the issue (if applicable).
- Provide a short explanation of what happened.
- Provide supporting evidence when required (travel slip, theft report, etc.).
We may request:
- A few extra photos or a short video
- confirmation you still have the damaged pair (unless lost/stolen)
- identity confirmation in unusual cases
Most claims are processed within 1–5 business days.
8. Replacement Policy
If replacement is approved:
- We prioritise the same model in the same size.
- If unavailable, we supply the closest equivalent in value and category.
- Maximum replacement value: $300 per pair.
Replacements cannot:
- be exchanged for cash
- be swapped for store credit
- be requested in alternate colours unless stock allows
9. Restoration Policy
If the pair can be safely restored, we restore it instead of replacing it.
This may include:
- deep cleaning
- stitching
- cork/sole repair
- shaping
- material restoration
Restoration is the fairest and most sustainable path.
10. Fraud, Misuse & Removal of Coverage
Coverage may be cancelled immediately if we detect:
- behaviour indicating the service is being exploited
Fraud or attempted fraud results in:
- cancellation of all coverage
- no refunds
- permanent ban from AfterCare⁺
We don’t penalise honest mistakes, only deliberate misuse.
11. Limits & Caps
Max coverage under standard AfterCare⁺: $300 per pair.
Premium & luxury tiers: Higher coverage limits may apply for eligible higher-value footwear. These tiers are only activated when confirmed with you in writing at the time of activation.
Max approved claims: 1 per 12-month period.
Coverage applies to one pair only.
Coverage is not transferable.
Currently available only within Australia.
Membership benefits (walk events, early access, sustainability touchpoints) are optional extras and do not affect coverage caps or claim limits
12. Cancellations
You may cancel:
- Before activation approval → full refund
- After activation approval → no refund
We may cancel coverage if:
- terms are breached
- information was false
- fraud/misuse is detected
We will always communicate clearly and fairly.
13. Our Responsibility
We commit to:
- assessing all claims fairly
- keeping the process human, fast, and simple
- delivering genuine replacements or restorations
- staying transparent throughout the process
We are not responsible for:
- courier delays
- unavailable stock
- damage caused by incorrect return packaging
- incomplete claims
Community and membership experiences (including Comfort Walk Club events, early access drops, and sustainability touchpoints) are optional, non-guaranteed member perks. These may vary by city and season. They are additions to AfterCare⁺ protection and not part of the insurance component
If something goes wrong, you won’t deal with a bot or a big faceless brand.
You’ll deal with a small Aussie team who actually wants to help you keep a good pair alive.
if you’re honest with us, we’ll bend as far as we possibly can for you. That’s the point of AfterCare⁺:
real protection, from real people, for the shoes you actually live your life in.