Terms of service

Who you're dealing with

BioSoles is a trading name of K&S ORTHODESIGNS 3D P&O SERVICES LTD, a company registered in Cyprus: registration number ΗΕ 469238, VAT CY60117189K, registered office Giannou Kranidioti 2, 3110 Limassol, Cyprus. You can reach us at biosoles@outlook.com.

These terms apply when you order through www.thebiosoles.com. Please read them before you pay. By placing an order you accept them.

What we make

We make custom foot orthoses, insoles, individually designed for your feet. Every case is reviewed by a certified orthotist, who reads your questionnaire, works from your 3D foot scan, and specifies the design. Nothing is generated automatically and sent to production without a clinician looking at it.

Because each pair is made to your own measurements, your insoles are made specifically for you and cannot be resold or reused for anyone else. That has consequences for cancellation, which are set out below.

Suitability, and when you should be seen in person

Remote assessment does not suit everyone. The questionnaire screens for conditions that need hands-on care, such as diabetes with foot complications, an open wound or ulcer, recent foot or ankle surgery, or numbness and poor circulation. If your answers show any of these, we will tell you before you pay and help you find in-person care instead.

This service is not emergency care and does not replace seeing a clinician. If you have sudden severe pain, a wound that is not healing, signs of infection, or loss of sensation in your feet, seek medical attention rather than ordering insoles.

You must answer honestly and completely. We design from what you tell us, and an inaccurate answer can produce a pair that does not suit you.

Placing your order

You answer the questionnaire, see an indicative recommendation, and then pay. Your order is confirmed, and a contract formed between us, when we send you the order confirmation email, not when you submit the payment form.

We may decline an order: if your answers indicate you should be seen in person, if we cannot obtain a usable scan, or if we cannot deliver to your address. If we decline, you get a full refund.

Price, payment and delivery

• A pair costs €149.99, including VAT. Delivery is free to addresses in the EU. To Switzerland, Norway, Iceland and Liechtenstein it is €10.99, shown on the summary before you pay. Import duties or taxes charged on arrival are not included.
• We deliver across the EU and EEA, and to Switzerland. Deliveries outside the EU may attract import duties or taxes, which are yours to pay.
• Payment is taken in advance through Stripe. We never see your full card details.
• Repeat orders receive 10% off, applied automatically when you order through the repeat-order page.

Your insoles are designed and 3D-printed after your scan reaches us. We will give you a delivery estimate and send tracking when your order ships. Estimates are estimates, not guarantees; if delivery is going to be significantly delayed we will tell you.

The foot scan

We cannot make your insoles without a 3D scan of both feet. After paying, you scan your feet with your phone, guided step by step. The scan is captured on the platform of our scanning partner, Wiky Solutions.

Your order is not complete until we have a usable scan. If a scan isn't clear, we will help you retake it. If we still cannot obtain a usable scan, we will refund you in full: you are not charged for a pair we cannot make.

For a repeat order we work from the scan already on file, so there is nothing to scan again.

Changing or cancelling

You can change your questionnaire answers yourself, from your order page, right up until your scan reaches us. After that your insoles are being made to a prescription your orthotist has signed off, and the answers are locked. If something is wrong at that point, message us on your order page and we will see what can be done.

You can cancel for a full refund at any time before we begin making your insoles. Once production has begun, cancellation is no longer possible, for the reason set out below.

The 14-day right of withdrawal does not apply

Consumers buying at a distance in the EU normally have 14 days to withdraw from a purchase without giving a reason. That right does not apply to goods made to the consumer's own specifications or clearly personalised: the exemption in Article 16(c) of Directive 2011/83/EU.

Your insoles are manufactured to the geometry of your own feet, so this exemption applies to them, and by placing your order you acknowledge that you lose the right of withdrawal once production begins.

This does not take away any of your rights if something is wrong with what we send you; see the next section.

If something is wrong with your insoles

You have a legal guarantee of conformity under EU consumer law. If your insoles are faulty, damaged, or not as described, you are entitled to have them repaired or replaced and, where that is not possible, to a price reduction or a refund. These rights last two years from delivery and nothing in these terms reduces them.

To make a claim, message us on your order page or email biosoles@outlook.com with your order reference and a description of the problem. We may ask for photographs.

A short adjustment period is normal and is not a fault. New insoles commonly feel different for one to two weeks while your feet adapt: the wearing guide explains how to break them in. If discomfort has not settled after that, contact us: that is what we are here for.

What we ask of you

• Give accurate, complete answers, and tell us if your circumstances change before production starts.
• Follow the wearing guide, including removing your shoe's existing insole before fitting ours.
• Use the insoles yourself. They are made for your feet and will not fit or help anyone else.
• Keep your order reference and the link in your order emails to yourself; anyone with that link can see your order.

Our content

The site, its text, images, designs and the BioSoles name belong to us or our licensors. You may use the site to order and manage your insoles; you may not copy or reuse our content for anything else without our permission.

Our responsibility to you

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, for defective products under product liability law, and for anything else that cannot be limited under the law that applies to you as a consumer.

We are not responsible for loss that was not foreseeable, or for loss caused by you not following the wearing guide or by information you gave us that was inaccurate.

Law and disputes

These terms are governed by the law of Cyprus. If you are a consumer resident in the EU, you also keep the protection of any mandatory rules of the country you live in, and you may bring proceedings there.

If you have a complaint, contact us first; most things are resolved quickly that way. If we cannot resolve it, you may be able to use an alternative dispute resolution body; the Consumer Protection Service in Cyprus, or the equivalent authority where you live, can point you to one.

Other terms

We may change these terms; the version that applies to your order is the one published when you placed it. This version was last updated on 28 August 2026. If a court finds part of these terms unenforceable, the rest continues to apply. Your privacy is covered separately in our privacy policy.