Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including rights under New Zealand’s Consumer Guarantees Act 1993 and Australia’s consumer guarantees.
1. The service
Life & Memories provides guided creation of personalised tribute videos. Package inclusions, limits and prices are those shown at checkout when you order. “Life and Memories” and “Life and Memories Plus” are package names; Life & Memories is the service brand.
You must be at least 18 and have authority to place the order and make decisions for the project. The purchaser manages the private creation space and controls final approval.
2. Orders, pricing and payment
Your order is accepted when payment is confirmed and we send the project-access email. Prices, currency and applicable taxes are displayed at checkout. New Zealand and Australian customers may see different local pricing.
If a clear pricing or package error occurs, we may contact you before work begins to confirm or cancel the order and provide a refund. You may upgrade before final approval by paying the displayed difference between packages.
3. Your responsibilities
You must provide accurate project information, keep access links secure, and ensure that you have the rights, permissions and consents needed for every photograph, video, recording, musical work, story and personal detail supplied by you or on your behalf. Our Content and Permissions Policy forms part of these terms.
You are responsible for checking names, dates, captions, media order, wording and music choices in the preview before final approval.
4. Production and approval
We will perform the service with reasonable care and skill. Timelines begin when we have payment and all required content and instructions. Customer delays, incomplete content, rights concerns or requested scope changes may extend delivery.
You can review the tribute before creating the final video. Final approval confirms that you have checked the preview. Changes requested after the final video is created may require separate agreement and payment. We will correct a delivery error attributable to us and honour all mandatory consumer remedies.
5. Delivery
The finished video is supplied as a downloadable 1080p MP4 through a private delivery link available for 30 days. Anyone with the link may be able to view or download the video, so share it only with people you trust. Internet, device, venue and display compatibility are outside our control; download and test the final file before an event.
6. Intellectual property
You retain ownership of content you own. You grant Life & Memories a non-exclusive, worldwide, royalty-free licence to store, copy, edit, translate, synchronise, render and display supplied content solely to provide, support and protect the service.
Life & Memories retains rights in its platform, templates, themes, layouts, software and curated music. Your finished tribute may be privately viewed, downloaded and played for personal and family memorial purposes. Curated music may not be extracted, redistributed or used separately.
7. Consumer rights and liability
Services supplied to New Zealand consumers come with statutory guarantees including reasonable care and skill, fitness for an agreed purpose, reasonable time and reasonable price where not agreed. Australian consumers also receive non-excludable consumer guarantees.
To the extent permitted by law, we are not responsible for loss caused by inaccurate customer instructions, content supplied without authority, compromised access links, unsupported third-party devices, or events outside reasonable control. We do not exclude liability where doing so would be unlawful.
8. Cancellation, complaints and applicable law
Change-of-mind cancellations and refunds are governed by our Refund and Cancellation Policy. Before any accepted upload, the voluntary change-of-mind refund is 100%. After uploading begins, the percentage is calculated from the higher proportion of the photograph or video allowance used. Once final video creation begins, there is no standard change-of-mind refund.
Quality, technical and delivery concerns are assessed separately and are not restricted by the change-of-mind calculation. We may decline or stop a project involving unlawful, harmful or unauthorised content and will deal fairly with payment for work not supplied.
Contact info@lifeandmemories.co.nz first so we can try to resolve any concern. These terms do not prevent you using the courts, tribunals, regulators or dispute-resolution rights available where you live. Mandatory New Zealand or Australian consumer protections apply to customers in those countries.