Last Updated: 27/07/2026
These Terms & Conditions explain the agreement between Memories Unfold and customers purchasing our personalised video creation services.
By placing an order, you agree to these terms.
1. Our Service
Memories Unfold creates personalised videos using customer-provided photographs, videos, written memories, creative editing, storytelling techniques, and AI-assisted production tools.
Each video is individually created based on the materials and information supplied.
2. Customer Responsibilities
You confirm that:
- you have permission to provide all uploaded content
- you have the necessary rights to use photographs, videos, music, or written material supplied
- submitted content does not infringe another person’s rights
You are responsible for ensuring they have the appropriate rights and permissions for any content provided to Memories Unfold. Further requirements regarding uploaded content are explained in the Acceptable Use section below.
3. Uploading Your Content
To create your video, you will provide:
- photographs
- optional video clips
- written memories or information
- style preferences
- other relevant details
The quality of the finished video may depend on the quality and accuracy of the materials supplied.
4. Acceptable Use of Our Website and Upload Service
When using the Memories Unfold website, customer account area, or file upload services, you agree to use them responsibly and only for their intended purpose.
You must not upload, submit, or provide any content that:
- is unlawful, harmful, abusive, threatening, or deliberately offensive
- infringes another person’s copyright, privacy rights, or intellectual property rights
- contains images, videos, or information you do not have permission to provide
- contains malicious software, viruses, or anything intended to damage or interfere with our website or systems
- contains false information designed to mislead or impersonate another person
You confirm that you have the necessary rights, permissions, or authority to provide any photographs, videos, written memories, music, or other materials submitted to Memories Unfold.
We reserve the right to refuse, suspend, or cancel any project where submitted content:
- breaches these Terms & Conditions
- may infringe another person’s rights
- may expose Memories Unfold, our customers, or our partners to legal, security, or reputational risk
Where appropriate, we may remove uploaded content from our systems.
Customer files remain private and are only reviewed for the purpose of providing our service, maintaining security, or complying with legal obligations.
5. Use of AI Technology
You understand that Memories Unfold may use AI-powered tools as part of the creative process.
AI technology may assist with animation, enhancement, editing, and production.
Final creative decisions remain managed by Memories Unfold.
6. Use of Freelancers
We may work with selected third-party freelance editors or production specialists.
These individuals only receive access to information required to complete your project.
All freelancers must follow confidentiality, security, and data protection requirements.
Some freelancers may operate outside the UK, with safeguards applied as explained in our Privacy Policy.
7. Production Times
Estimated delivery times will be provided during ordering.
Timescales may depend on:
- receiving required information from you
- project complexity
- requested revisions
Customer delays may affect delivery dates.
8. Revisions
Your package will explain the number of revisions included.
Revision requests must relate to reasonable changes within the original project scope.
Major changes, additional content, or new creative directions may require additional charges.
9. Payments
Payment terms will be shown before purchase.
Production may not begin until required payments have been received.
10. Cancellations and Refunds
Because each video is personalised and created specifically for you, refund options may be limited once production has started.
By placing an order, you acknowledge that work may begin immediately. Because this is a personalised digital product, you lose your statutory right to cancel once production has begun under the Consumer Contracts Regulations 2013.
If you wish to cancel an order, please contact us as soon as possible at : hello@memoriesunfold.co.uk
Where significant creative work has already begun, deductions may apply for completed work.
11. Ownership and Personal Use
After final delivery, your completed video is provided for your personal use unless otherwise agreed.
Memories Unfold retains ownership of its editing methods, templates, workflows, and production processes.
12. Music and Third-Party Content
Where music or third-party assets are used, availability may depend on licensing restrictions.
Customers should not provide copyrighted material unless they have permission to use it.
13. Marketing Use
We will never publicly share your photographs, personal information, or completed video for marketing purposes without your separate permission.
14. Data Protection
Your personal information is processed according to our Privacy Policy.
This includes information relating to:
- freelancers
- AI tools
- cloud storage
- international processing
- file retention
15. Liability
We take reasonable care when creating your video but cannot guarantee specific emotional, personal, or commercial outcomes.
Our liability is limited to the amount paid for the service except where the law states otherwise.
16. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.