Terms of Service

1. Overview #

These Terms of Service ("Terms") govern your access to and use of Stringlab's services, website (stringlab.sg), and iOS and Android application (together, the "Platform"). By creating an account, placing an order, or otherwise using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform.

References to "Stringlab", "we", "us", or "our" refer to the entity operating the Stringlab service. Stringlab is a registered business in Singapore (UEN: 53521115E). References to "you" or "customer" refer to any individual using the Platform.

2. Services #

2.1 What We Offer #

Stringlab provides professional tennis racket stringing services with door-to-door pickup and delivery within Singapore. Our services include:

• Collection of your tennis racket(s) from a designated address within our service area
• Professional stringing at your selected tension and with your selected strings
• Return delivery of your strung racket(s) to the original or a specified delivery address

Service details, pricing, and availability may be updated from time to time and will be reflected on the Platform.

2.2 Service Area #

Services are available within designated areas of Singapore as specified on the Platform. We reserve the right to update or restrict our service area at any time. If your address falls outside the current service area, we may contact you to discuss alternatives or cancel your order with a full refund.

2.3 Ordering Channels #

Orders must be placed through the Stringlab website (stringlab.sg) or the Stringlab iOS and Android application. We do not accept orders placed through any other channel, including social media, email, or messaging platforms.

3. Account Registration & Security #

3.1 Account Creation #

To place an order, you must register for an account on the Platform. You may register using your email address, with access granted via a magic link sent to that email, or through a supported third-party sign-in provider such as Google or Apple. You are responsible for ensuring that the account details you register with are accurate and accessible, as they are your primary means of account access and order communication.

3.2 Account Accuracy #

You agree to provide accurate, current, and complete information prior to placing an order, and to keep your account information up to date. This includes your name, contact number, and delivery address(es). Inaccurate information may result in failed pickups or deliveries, for which Stringlab accepts no liability.

3.3 Account Security #

You are responsible for all activity that occurs under your account. You must not share your account credentials or magic link with any third party. If you suspect unauthorised access to your account, you must notify us immediately. Stringlab will not be liable for any loss or damage arising from unauthorised use of your account.

3.4 One Account Per Person #

Each individual may maintain only one active account. We reserve the right to close duplicate accounts.

4. Orders #

4.1 Placing an Order #

When placing an order, you must accurately specify:

• The brand and model of each racket you wish to have strung
• Your preferred strings and tensions, selected from Stringlab's available inventory and options
• Your pickup address and preferred pickup window
• Your delivery address (if different from pickup address)

By submitting an order, you confirm that all information provided is accurate. Stringlab will not be responsible for errors in stringing resulting from inaccurate specifications submitted by the customer.

4.2 Order Confirmation #

An order is confirmed when you receive a confirmation notification via email or in-app. Stringlab reserves the right to reject any order at its sole discretion, including where: the pickup address is outside our service area; demand exceeds capacity; or we have reason to believe the order is fraudulent or in breach of these Terms. In such cases, any payment received will be refunded in full.

4.3 Specifications Lock #

Stringing specifications (string types, tensions, and racket details) are locked once stringing has commenced. Prior to that, minor adjustments may be accommodated at our discretion — please contact us with your request. Once stringing has commenced, no changes can be made and no refund will be issued on the basis of a specification error made by the customer.

4.4 Multi-Racket Orders #

You may include multiple rackets in a single order. Each racket may have different string and tension specifications, which must be clearly indicated per racket at the time of ordering. All rackets in a single order will be collected and returned together.

4.5 Order Cancellation by Customer #

Orders cannot be cancelled once placed. If you have an extenuating circumstance, please contact us and we will evaluate your request at our discretion. We may offer a credit or rescheduling where appropriate, but are not obligated to do so.

4.6 Order Cancellation by Stringlab #

We reserve the right to cancel an order at any time due to: courier unavailability, force majeure events, equipment failure, or other circumstances beyond our control. In such cases, we will notify you promptly and issue a full refund. We will make reasonable efforts to reschedule where possible.

5. Pickup & Delivery #

5.1 Courier Partners #

Logistics are fulfilled by third-party courier partners, including but not limited to, Lalamove, J&T Express, and SPX Express. By using our service, you acknowledge that delivery is handled by these independent third parties. Stringlab will coordinate pickup and delivery on your behalf but does not directly employ or control the couriers.

5.2 Pickup Requirements #

You or an authorised representative must be available at the pickup address during the specified pickup window to hand over the racket(s). If no one is available at the time of the attempted pickup:

• The courier may leave and the pickup will be marked as failed
• Stringlab will attempt to contact you to arrange a re-pickup, which may be subject to an additional logistics fee
• If a re-pickup cannot be arranged, your order may be cancelled and a partial refund issued (excluding logistics costs already incurred)

5.3 Delivery Requirements #

Upon completion of stringing, your racket(s) will be dispatched to your specified delivery address. You will receive a notification when your order is out for delivery. If no one is available to receive the delivery, the courier may be authorised to leave the package in a safe place and provide proof of delivery. Stringlab accepts no responsibility for the racket(s) once proof of delivery has been established.

5.4 Pickup Timeframes #

Estimated pickup windows are provided at the time of ordering and will be communicated to you in advance. While we make every effort to adhere to the agreed pickup window, pickups may occasionally fall outside the specified window due to courier scheduling or operational factors outside our control.

5.5 Delivery Timeframes #

For Standard deliveries, your racket(s) will be delivered sometime within the specified delivery day; no specific delivery window is guaranteed. Stringlab works with courier partners who target same-day delivery in the majority of cases. However, a small number of deliveries may be delayed to the following day due to operational factors outside our control. Stringlab is not liable for delays caused by courier partners, traffic, adverse weather, or other circumstances beyond our reasonable control.

5.6 Transit Liability #

Stringlab will make every effort to ensure your racket(s) are adequately packaged for protection during transit. In the event of damage occurring during courier transit, Stringlab will assist you in pursuing a claim with the relevant courier partner, but cannot be held responsible for losses arising from the courier's handling of your racket(s).

6. Pricing & Payment #

6.1 Pricing #

All prices are quoted in Singapore Dollars (SGD). Pricing is displayed on the Platform at the time of ordering and reflects the service selected. Stringlab reserves the right to update pricing at any time without prior notification; changes will not affect orders already confirmed.

6.2 Payment #

Full payment is required at the time of order placement, before any service is rendered. Stringlab currently accepts payment via PayNow (processed through Stripe). Payment methods available may be updated from time to time and will be reflected on the Platform at checkout.

6.3 Payment Processing #

Payments are processed securely by Stripe, a third-party payment processor. Stringlab does not store your card or banking details. By making payment, you also agree to Stripe's terms of service and privacy policy.

6.4 Promotional Pricing #

Stringlab may offer promotional pricing or discount codes from time to time. Promotional pricing is subject to eligibility criteria, validity periods, and availability as communicated on the Platform. Promotional offers cannot be applied retrospectively, combined with other offers, or exchanged for cash unless explicitly stated.

6.5 Refunds #

Refunds will be issued in the following circumstances:

• Order cancelled by Stringlab (see Order Cancellation by Stringlab)
• A verified workmanship defect that cannot be remedied (see Quality & Warranty)

Refunds are processed back to the original payment method. Processing times may vary depending on your payment provider. Stringlab does not issue cash refunds.

7. Stringing Specifications #

7.1 String Selection #

You may select a string setup from Stringlab's available inventory, either as a full bed or a hybrid combination. Stringlab does not accept customer-supplied strings. All strings used will be sourced from Stringlab's inventory.

7.2 String Availability #

Stringlab makes every effort to ensure that only available strings are displayed on the Platform. In the event that your selected string is out of stock at the time of fulfilling your order, we will contact you to arrange a suitable replacement. If no suitable replacement can be agreed upon, your order will be cancelled and a full refund issued.

7.3 String Tension #

You are responsible for specifying your desired string tension at the time of ordering. Stringlab strings your racket using your requested tension as a reference tension — this differs from dynamic tension as measured by some devices after stringing. Please note that string tension naturally decreases after stringing due to the properties of string materials — this tension drop is a normal characteristic of all strings and does not constitute a defect.

7.4 Ambiguous Instructions #

Our Platform is designed to guide you through a complete and valid order. In the unlikely event that incomplete or ambiguous specifications are submitted, we will contact you for clarification before commencing stringing.

8. Quality & Warranty #

8.1 Workmanship Guarantee #

Stringlab stands behind the quality of our work. If you identify a clear defect attributable to our stringing — such as incorrect string routing or knotting errors — please contact us within 24 hours of order delivery with a description and photograph of the issue. We will evaluate all claims at our discretion.

8.2 Remedy #

If a workmanship defect is verified, Stringlab will, at our discretion, offer a complimentary restring using the same or equivalent string, or a partial or full refund of the service fee.

We will not offer a restring or refund where:

• The defect is reported after 24 hours of delivery
• The racket has been used after the alleged defect was identified
• The string has broken due to normal play, mistimed shots, or contact with a hard surface
• The issue is subjective performance preference rather than an objective workmanship error

8.3 Frame & Grommet Damage #

Stringlab takes professional care to avoid damage during stringing, but we are not liable for damage to rackets where:

• Pre-existing cracks, fractures, structural weakness, or worn grommets were present at the time of service
• The racket frame is old, fatigued, or not rated for the requested tension
• The racket design presents an inherent structural risk at the requested tension

Where possible, please disclose any known pre-existing damage or wear when placing your order. Where we identify apparent pre-existing damage during stringing, we will contact you before proceeding.

8.4 Limitation #

Our warranty is limited to the service fee paid for the specific order in question. Stringlab does not warrant the ongoing playability, durability, or performance of the stringbed beyond the workmanship guarantee described above.

9. Risk & Liability #

9.1 Limitation of Liability #

To the maximum extent permitted by Singapore law, Stringlab's total liability to you for any claim arising out of or in connection with these Terms or our services — whether in contract, tort (including negligence), or otherwise — is limited to the total amount paid by you for the specific order giving rise to the claim.

9.2 Exclusion of Consequential Loss #

Stringlab is not liable for any indirect, incidental, special, or consequential losses including but not limited to: loss of use of the racket, missed matches or tournaments, loss of income, or any other loss not directly caused by our service.

9.3 Force Majeure #

Stringlab shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to: natural disasters, public health emergencies, transportation disruptions, courier partner failures, or power outages.

9.4 No Exclusion of Statutory Rights #

Nothing in these Terms limits or excludes any rights you may have under applicable Singapore consumer protection legislation, including the Consumer Protection (Fair Trading) Act.

10. Customer Responsibilities #

By using our services, you agree to:

• Provide accurate and complete information at all stages of the ordering process
• Disclose any known pre-existing damage, cracks, or structural issues with your racket(s)
• Be available (or ensure an authorised representative is available) at the designated pickup address during the agreed window
• Be available (or ensure an authorised representative is available) to receive your racket(s) at the delivery address
• Comply with all applicable laws in connection with your use of our services
• Not use our services for any commercial resale purpose without our written consent

11. Service Availability #

Stringlab may suspend or limit services temporarily due to personal or public holidays, illness, equipment maintenance, unusually high demand, or other operational reasons. Where a suspension affects your confirmed order, we will notify you and offer a reschedule or full refund.

For all planned suspensions, including holidays and scheduled maintenance, we will communicate upcoming unavailability in advance via email or on the Platform. We do not guarantee uninterrupted availability of the Platform and accept no liability for losses arising from planned or unplanned downtime.

12. Prohibited Uses #

You must not use the Platform or our services to:

• Provide false or misleading information
• Impersonate another person or entity
• Resell or commercially exploit Stringlab's services without written authorisation
• Attempt to reverse-engineer, scrape, or interfere with the Platform
• Engage in any fraudulent, abusive, or unlawful conduct

Violation of this clause may result in immediate account suspension and cancellation of any pending orders without refund.

13. Intellectual Property #

All intellectual property rights in the Stringlab brand, Platform, content, and materials — including the name, logo, website design, app interface, descriptive copy, software, source code, algorithms, recommendations algorithm, and data — are fully owned by Stringlab. Nothing in these Terms grants you any right, title, or interest in any of the foregoing.

You may not:

• Reproduce, distribute, or create derivative works from any Stringlab content
• Reverse-engineer, decompile, or disassemble any part of the Platform or its underlying software
• Use any automated tools to scrape, extract, or index content from the Platform
• Use the Stringlab name, logo, or branding in any manner without our prior written consent

Any feedback, suggestions, or ideas you provide to Stringlab regarding the Platform or our services may be used by us freely and without obligation to you.

14. Privacy #

Your personal data is collected and processed in accordance with our Privacy Policy. By using our services, you acknowledge and agree to the collection and use of your data as described in the Privacy Policy.

15. Communications #

15.1 Transactional Communications #

By creating an account, you agree to receive transactional communications related to your orders, including order confirmations, pickup notifications, dispatch updates, and delivery confirmations. These communications are an essential part of the service and cannot be opted out of while your account is active.

15.2 Marketing Communications #

We may send you occasional marketing communications such as new string announcements and promotions, only if you have consented to receiving them. You may withdraw this consent at any time by unsubscribing via the link in any marketing email or by contacting us.

15.3 Communication Channel #

Primary communications are sent via email to the address registered on your account, and via in-app notifications. It is your responsibility to ensure your registered email address remains current and that Stringlab's emails are not filtered to spam.

16. Third-Party Services #

Our Platform and operations rely on third-party services including (but not limited to): Stripe for payment processing, SPX Express and Lalamove for logistics, and cloud infrastructure providers. Links to third-party websites or services may appear on the Platform. Stringlab is not responsible for the content, privacy practices, or availability of third-party services. Your use of third-party services is governed by their respective terms and privacy policies.

17. Changes to Terms #

Stringlab reserves the right to update these Terms at any time. The updated version will be posted on the Platform with a revised effective date. We will notify you of material changes by email or in-app notification at least 14 days before the changes take effect. Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised Terms.

18. Governing Law & Disputes #

18.1 Governing Law #

These Terms are governed by and construed in accordance with the laws of Singapore, without regard to conflict of law principles.

18.2 Dispute Resolution #

In the event of any dispute arising from or in connection with these Terms or our services, the parties agree to first attempt to resolve the matter through good-faith negotiation. Please contact us with a description of your concern and we will aim to respond within 3 business days.

18.3 Small Claims Tribunal #

If a dispute cannot be resolved through negotiation, either party may refer the matter to the Small Claims Tribunals of Singapore, subject to applicable jurisdictional limits. For claims outside the SCT's jurisdiction, the parties submit to the non-exclusive jurisdiction of the Singapore courts.

19. General #

19.1 Severability #

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed and the remaining Terms shall continue in full force and effect.

19.2 Entire Agreement #

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Stringlab in relation to your use of our services, and supersede all prior representations, agreements, and understandings.

19.3 Waiver #

Our failure to enforce any provision of these Terms shall not be construed as a waiver of our right to enforce that provision in the future.

19.4 Assignment #

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Stringlab may assign its rights and obligations without restriction.

20. Contact #

For questions, concerns, or complaints regarding these Terms or our services, please contact us or email us at [email protected]. We aim to respond to all enquiries within 3 business days.