Clear terms, in plain English.

Who we are

Your Living Memories is a UK service at Ackerman Road, Dorchester, Dorset, DT1 1NZ, United Kingdom. Email orders@yourlivingmemories.co.uk.

1. Enquiries and orders

Sending an enquiry does not oblige you to buy. We first review the pictures and requested movement. An order is formed when we accept the request, confirm the price and you make payment, unless we agree otherwise in writing.

2. What you must have permission to use

You confirm that you own the uploaded material or have permission from the relevant owner and any recognisable people to use it for the requested work. Where a child is shown, you confirm that you have permission from their parent or legal guardian. You must not upload unlawful, abusive, exploitative, misleading or rights-infringing material. We may refuse or stop work that falls outside the service we offer.

3. AI-created movement

AI animation is interpretive. Movement, facial details and backgrounds can vary, and an animation cannot be guaranteed to reproduce an event exactly as it happened. We agree the intended direction before paid production and check the result before delivery. A change of creative preference is different from a technical fault or failure to follow the agreed brief.

We can review suitable family photographs featuring children. However, the AI tools we use may occasionally be unable to process an image containing a child, even where it is entirely appropriate. If this happens, we will explain before payment and the item will not be included in your payable total.

4. Restoration and original creations

Restoration is charged at the displayed fixed price for each selected picture. An original creation includes one finished high-resolution digital picture and one reasonable refinement within the agreed brief. A substantially changed brief is a new item and will be priced before payment.

5. Prices and payment

Prices are shown in pounds sterling. The quantity selector applies the best displayed animation package price. Restoration and original creation charges are added automatically for each selected item. You pay only after the submitted pictures or creative briefs have been checked and accepted. Rejected items are excluded from the payable total.

6. Timescales, file formats and delivery

Any estimated completion date shown or agreed for an order is an estimate unless we expressly confirm a fixed deadline in writing. The time needed can depend on the number of pictures, their condition, the requested movement, customer replies and any corrections.

Approved animations are normally supplied as MP4 files. Restored or newly created still pictures are supplied in an appropriate high-resolution image format, normally JPG or PNG. Finished files are provided through your private order page; physical frames have separate preparation and delivery arrangements confirmed before payment.

Secure downloads and file availability

Private sign-in links expire for security, but you can request a fresh link through Track My Order using the email address on the order. Completed-order files are normally retained for up to 12 months in line with our privacy notice. Download and back up every approved finished file promptly: the order page is not intended as permanent cloud storage.

7. Ownership and permitted use

You keep ownership of your original material. Once fully paid, you may keep, download and share the finished animation for personal use. Commercial, advertising or resale use must be agreed in writing. We retain rights in our working methods and do not acquire a right to publish your private photographs.

Website content and brand

The Your Living Memories name, website wording, layout, demonstration media, graphics and original software are protected intellectual property. They may not be copied, scraped, republished or used to imitate the service commercially without written permission. This does not restrict lawful quotation, review or rights that cannot legally be excluded.

8. Cancellation, problems and refunds

Our refund and cancellation policy forms part of these terms. Nothing in either document removes rights you have under the Consumer Rights Act 2015 or other applicable law.

9. Liability

We do not exclude liability where it would be unlawful to do so. Subject to that, we are not responsible for loss caused by inaccurate instructions, a lack of permission to use uploaded material, or events outside our reasonable control. Customers should retain their own copy of every original file.

10. Changes and governing law

The terms applying to an order are those shown when the order is placed. These terms are governed by the law of England and Wales; consumers retain any mandatory protections and court rights applying where they live.