Service Terms & Care Agreement

1. Nature of the service

The Hat Lab LLC provides professional cleaning, reshaping, restoration, and related care for hats. Every hat is unique in material, construction, age, condition, and previous treatment. All work is performed with care and judgment, and results vary accordingly.

Preservation always takes priority over aggressive treatment. Where a more aggressive process would risk the integrity of a hat, we will choose the conservative path.

2. Results and expectations

Complete removal of stains, odors, discoloration, or damage cannot be guaranteed. Reshaping outcomes depend on the material and structural condition of the hat.

Some hats arrive with pre-existing weakness that is not visible on inspection, including brittleness, prior chemical exposure, insect damage, or earlier repairs. Such conditions may become apparent only during treatment.

3. Assessment-first work

Straw hats, holes, tears, brittle vintage pieces, unusual structural damage, and specialty materials require assessment before scheduling. Photographs are submitted first and payment is collected only after our team approves the hat and the recommended service.

If a hat cannot be safely improved, we will say so before any work begins.

4. Metro Atlanta pickup and delivery

Pickups and deliveries run on geographic routes. Each address receives one recommended route day and one alternate route day with limited availability. Pickup windows are route arrival ranges rather than exact appointment times.

If you elect collection from a secure location, you confirm the area is dry and protected. Customer responsibility for the hat continues until collection is confirmed, and resumes when delivery is completed.

A logistics fee may apply based on distance from the atelier and is confirmed after address validation.

5. Nationwide mail-in

Clients outside Metro Atlanta ship hats to the atelier following our packing instructions. Return shipping is calculated separately and is not included with restoration services.

The Hat Lab is not responsible for loss, delay, or damage caused by third-party carriers. We recommend insuring shipments for the value of the hat.

6. Payment and scheduling

Payment is required to reserve a pickup window or to begin work. A pickup window is not reserved until payment is completed successfully.

Additional work identified after intake is quoted and approved by you before it is performed. Custom commissions require a 50% deposit to begin and the remaining balance before delivery.

7. Cancellation and rescheduling

Requests to reschedule a pickup should be made as early as possible so the route can be adjusted. Work that has already begun cannot be cancelled, as materials and handwork are committed at that point.

8. Liability

Our liability for any hat is limited to the amount paid for the service performed on that hat, except where prohibited by law. This limitation reflects the inherent variability of restoring worn, aged, and previously treated pieces.

By submitting a request you acknowledge that you have read and accepted these terms and the care expectations described above.

9. Documentation

We document hats on intake and after completion. These records may be used to communicate condition, recommendations, and completed work to you.