Terms of service

1. Preview first, then payment

• When you send an order or inquiry, nothing is charged. Prices are listed on our website in US dollars; add-ons are confirmed before you pay.
• Films up to $249 (love story, proposal, anniversary, Moment and pet memorial films): we send you the character designs made from your photos first and adjust them until they feel right. You pay in full only once you're happy with them, and then we make the film.
• Memorial tributes and life story films ($750 and up): after a free conversation, we send you the scene plan. Once you approve it, a 50% deposit starts the work (collecting memories, interviews and production). The remaining 50% is due when you approve the draft, before we deliver the final film.
• Rush orders are paid in full before we start, because we set other work aside for them.
• For businesses that order on behalf of their clients (planners, funeral homes, vets), each order is paid before production unless we've agreed other terms in writing.
• We send payment links by email. We never ask for card details by email or phone.

2. Revisions

• Each film includes the revisions listed for it on our website (usually one round; the Full Life Tribute and Life Story Film include two). A round of revisions means one list of changes to the finished draft.
• Additional revisions, or changes to the story after it has been approved, may be quoted separately.

3. Delivery

• Delivery times on our website start once you've approved the preview, paid, and sent all the photos and information we need.
• You first receive a watermarked draft to review. The final, full-quality film (download and/or private link) is delivered once payment is complete.
• If you need the film by a specific date, such as a service or a wedding, tell us when you order. We'll tell you honestly whether we can make it.

4. Refunds

• You don't pay anything until you've seen and approved the preview or scene plan, so if it isn't right for you, you can simply stop there at no cost.
• Once a payment or deposit has been made, production begins and it isn't refundable, but we'll use your included revisions to get the film right.
• If we can't deliver your film, you get a full refund, including any deposit.

5. Your materials

• You confirm that you have the right to send us the photos, recordings and stories you share, and that the people in them (or their families) would be comfortable with them being used for a private film.
• We may decline a project that we don't think is appropriate, and refund any payment.
• How we handle your materials is described in our privacy policy.

6. Your film

• Your film is for your personal use: play it at your event, share it with family and friends, post it on your own social media.
• For commercial use, such as advertising, please ask us first.
• We will only show your film in our portfolio or marketing with your written permission.
• If you order through a planner or business partner, they may deliver or play the film for you under the same terms.

7. How films are made

Our films are animated with the help of AI image and animation tools, planned, edited and checked by people. Characters are a stylized interpretation of your photos, not an exact likeness, and some details may differ. We never clone voices or create lifelike digital versions of real people.

8. Music

We use licensed or royalty-free music unless you ask us to use a specific song. If you ask for a song you've chosen, you're responsible for having the right to use it, and some platforms may mute it if you post the film online.

9. Liability

We take great care with every film. To the extent allowed by law, our total liability for any order is limited to the amount you paid for it.

10. Contact

Questions about these terms: hello@loveframe.studio. These terms are governed by the laws of the State of New York.