The agreement between you and Elanza when you place an order.
Last updated 8 September 2026
Pending legal review. This is Elanza’s own business policy, written into the product and made consistent with what the software does. It has not yet been reviewed by a lawyer, which it should be before launch.
Elanza is a home-visit stitching service. We send a rider to you to take your measurements and collect your fabric, a tailor makes the garment at our workshop, and it is delivered back to you on a scheduled visit. "We" and "us" mean Elanza; "you" means the account holder placing the order. Using the app means you agree to these terms.
You need an account to order, because an order has to belong to someone we can deliver to. Give accurate details, keep your password to yourself, and keep your contact number current - a rider who cannot reach you cannot collect or deliver. You are responsible for what happens under your account.
We serve defined areas only. If your address falls outside them we will tell you at checkout and the order cannot be confirmed. Booking from within a served area is a condition of the service.
Choosing a garment and confirming at checkout places the order. Payment today is cash on delivery, payable when the finished garment is handed over. Online payment by UPI, cards and net banking is built and will be switched on once our payment provider is live. The full price is shown before you confirm either way.
You supply the fabric. Please have it ready at the address and slot you chose, and make sure there is enough of it, of a quality suited to the garment. You are responsible for the service location being safe and accessible.
The measurements we stitch to are the ones the rider records in person when they collect your fabric, and you approve them before any work begins. If you decline to be measured and give us your own figures, we will use them, but a fit problem that follows from them is not a fault in the work. You may ask to be measured again before a new order.
Standard turnaround is 5 to 7 business days from fabric collection, depending on the garment and the complexity of the design. The clock starts when your fabric is collected, not when you place the order, and you are given a date when it is collected. The finished garment is delivered on a scheduled home visit, and every garment in one booking is delivered together.
Before the visit, measured against your scheduled slot:
After your fabric has been collected but before stitching has begun, we return the fabric and refund the stitching charge less a handling fee; the home-visit fee is not returned, because the journey was made. Once stitching has begun the order cannot be refunded: the fabric has been cut and the tailor’s time is committed.
Refunds go only to the way you paid, and are approved by an administrator. How long they take to appear depends on your bank or payment provider.
You can move a home visit yourself from your account, up to 6 hours before the scheduled time and subject to availability. Inside 6 hours a visit cannot be moved in the app, so please contact us. Our staff do not cancel confirmed visits except in exceptional circumstances handled by an administrator.
If our rider is running more than 15 minutes late we will tell you. If the delay passes 30 minutes you may reschedule or cancel that visit without penalty. If you are not at the address after a wait of about 15 minutes, the visit is recorded as a no-show and any advance paid for it is not refundable.
You will be shown a one-time code at collection, and another at delivery. You read it to the rider, and they enter it. This is how we prove the fabric and the finished garment changed hands with the right person, and it is why neither can be claimed remotely. The type, quantity and condition of your fabric is recorded and photographed with you at collection, and you receive a copy.
Fabric is inspected and acknowledged by both sides at collection. We are not responsible for faults already in your cloth that were not apparent then - shrinkage, a dye that runs, or simply not enough of it. We compare what was collected against what your garments need before cutting, and if there is not enough we tell you and either adjust the design or ask for more fabric first.
If your fabric is damaged by our tailor’s error, raise a claim from your order and we will put it right - a replacement, a re-stitch, or compensation - assessed case by case by an administrator against the declared value of the fabric.
A complimentary trial-fitting visit is not included. If you would like one, it can be arranged for a visit charge set by us.
Our tailors and riders are taken through government ID verification, police verification, background verification and, for tailors, a stitching skill assessment. Each check is recorded and reviewed, and the platform can withhold work from anyone whose checks are not complete. Our staff can raise an emergency alert from the app, which reaches us immediately. Please treat them with respect: we may refuse service or suspend an account for fraudulent, abusive or unsafe behaviour, and reports of harassment or misconduct may lead to a temporary suspension while we investigate.
An order is complete once the garment is delivered against the delivery code and you have confirmed in the app that you have it. You can then rate the order on the overall experience, the stitching and fit, punctuality, professionalism, hygiene and conduct. We read every one.
An administrator may set aside the rules above on refunds, cancellation, pricing, scheduling and fabric liability where a technical fault, an emergency or a genuine dispute makes that the fair outcome.
Use the contact page, the in-app support section, or the support number during business hours. How we handle your information is set out in the privacy policy.