By submitting an order through keptandkin.com you agree to the terms below. They are written to be readable and to comply with English law — the Consumer Rights Act 2015, the Sale of Goods Act 1979 (where applicable to physical deliverables), and the rights you have under those statutes apply on top of these terms. Nothing here excludes or limits a right you have under English consumer law.
01What we do
We provide photograph restoration services and, on certain tiers, physical print and framing fulfillment, slideshow video production, and (with separate signed consent) memorial voice-clone audio production. The full list of services and pricing is on the Services page.
02What you give us
By submitting photographs and intake information, you represent that:
- You own the photographs or have the right to send them to us
- You have the right to authorise the restoration and any physical reproduction you've ordered
- For voice-clone orders, you have the documented family position described in our separate Voice Clone Use Agreement, which must be signed before any voice work begins
- You are over 18 and authorised to enter this contract
03What we promise
We promise to:
- Read your intake note before work begins
- Apply our published process — human review of every photograph before it leaves the studio
- Send you a digital proof before printing, framing, or shipping anything physical
- Honour one round of revisions in the published price; further revisions are billed at £30 per photograph
- Return your original photographs by Royal Mail Special Delivery, insured, in a separate package from the prints
- Deliver within the timeline published for your tier, or notify you in writing if we will not
Where you are a consumer (rather than a business customer), the Consumer Rights Act 2015 implies further terms into this contract: our services must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price. These statutory rights apply alongside our published commitments above.
04If we miss the date
If we miss the delivery date you specified on the intake form, you can:
- Cancel for a full refund of any amount not yet spent on print/frame/voice production with our suppliers
- Continue and receive a 20% credit on the order
- Anything else we can reasonably work out together — write to us
Your rights under the Consumer Rights Act 2015 in the event of poor performance (including the right to a price reduction or repeat performance) apply alongside the options above.
05If you cancel
Statutory cancellation right: under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you order from us as a consumer at a distance, you have 14 calendar days from the date of the contract to cancel for a full refund. To exercise this right, write to hello@keptandkin.com with the subject "Cancel order [your order number]" within those 14 days.
If you ask us to start work within the 14-day cancellation period, and you then cancel, you'll be charged for the work actually performed up to the date of cancellation, calculated proportionately.
After we've started but before you've approved the proof: a 25% refund, covering our setup time. The work-in-progress files are deleted.
After you've approved the proof and we've begun physical production: we cannot refund the print/frame production cost (those are paid to third-party labs) but we'll cancel anything not yet started and refund the difference.
06If a photograph is damaged in transit
Originals you post to us are sent by Royal Mail Special Delivery Guaranteed by 1pm, which includes default insurance up to £750. You may declare a higher value when we send you the prepaid label (we will arrange cover up to £2,500). If a photograph is damaged in transit on the way to us, we make a documented insurance claim and we restore from whatever scan we have available. If a photograph is damaged in transit on the way back to you, the same applies in the other direction. We carry our own studio insurance (public liability + professional indemnity + a "customer property in our possession" rider) for the brief time the photographs are in our care.
07Refusal of work
We reserve the right to refuse any order. The common reasons we'll refuse:
- The photograph appears to be of a person we don't have authorisation to restore (e.g. a public figure with their own rights)
- The intended use is something we cannot get on board with — an imagined message to a child the person never sent, for example
- The timeline is so tight we cannot do the work to our standard
- The family position for a voice-clone order is in dispute
If we refuse work, we refund any payment in full and explain in writing.
08Intellectual property
You retain all rights to your photographs and to the restored versions we deliver. We retain the right to display, with your explicit written permission, before/after pairs of restored photographs on the studio gallery page. Permission for gallery use is opt-in, not opt-out; we ask in writing and you can decline without penalty.
09Limitation of liability
To the maximum extent permitted by law, our total liability for any claim arising from this contract is limited to the amount you paid for the order in question. We are not liable for indirect, consequential, or special damages. Nothing in these terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any matter for which it would be unlawful for us to limit liability under English consumer law, including the Consumer Rights Act 2015.
10Governing law and jurisdiction
These terms are governed by the laws of England and Wales. The English courts have exclusive jurisdiction over any dispute arising from or in connection with this contract, except that if you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in the courts of your home jurisdiction.
11Changes to these terms
We may update these terms from time to time. If we make a material change, we'll email customers with active orders at the email on file. For orders in flight, the terms in effect at the date of order apply.
12How to reach us
[OWNER NAME], trading as [BUSINESS NAME]
Registered office: [REGISTERED OFFICE]
Company number: [COMPANIES HOUSE NUMBER]
hello@keptandkin.com