Service terms

1. Payment Terms

Full payment is required at the time of placing an order. Once you submit a request for our services, we will send you a link to complete payment online. Treasured Moments will not begin work on any project until full payment is received. All payments must be made in one transaction.

You can access the payments page by clicking this link.

2. Delivery Timeline & Handling Delays

Once all materials are received, Treasured Moments will aim to deliver the memorial webpage and video within 1 to 2 weeks. An estimated delivery date will be provided once the necessary photos, videos, and other materials are submitted. Delays caused by the client failing to provide the required materials will extend the delivery timeframe, and no refunds or partial refunds will be issued for delays resulting from missing or incomplete materials.

3. User Responsibilities & Submission of Materials

Once payment is made, we will contact you via phone or email to request the submission of all necessary materials, including photos and videos. We recommend submitting these materials within 3 days of placing your order. Once you have approved the video script and edit, no additional photos or materials can be added without incurring an additional charge, which will be determined based on the scope of the changes.

4. Handling Incorrect or Incomplete Materials

If the submitted materials are incorrect or incomplete, Treasured Moments will pause work on the project and contact you for clarification. Work will resume once the necessary materials are provided, and any delays resulting from incomplete submissions will extend the delivery timeline.

5. Revisions and Changes After Completion

As part of our service, we offer one round of revisions to the memorial webpage and video at no extra cost. After final approval, no major changes can be made without incurring additional fees. However, we allow up to two updates per year for adding new photos or minor changes at no extra cost.

6. Failure to Pay and Termination of Services

If payment is not received within one month of the due date, Treasured Moments reserves the right to suspend or terminate services. No work will continue until payment is made in full.

7. Refunds and Cancellations

Due to the custom nature of our services, refunds are not provided once work has commenced. If you cancel within 14 days of placing your order and work has not yet begun, you will receive a full refund. Once work has started, any refunds will be calculated based on the work already completed and resources committed. Treasured Moments reserves the right to retain payments for services already rendered.

8. Cancellation Policy

You may cancel your order within 14 days of payment if work has not yet started, in which case you will be eligible for a full refund. If you wish to cancel after work has started, we reserve the right to retain payments for any completed work. Non-delivery of services due to a delay on the part of Treasured Moments will entitle you to a partial refund or extended delivery time, depending on the circumstances.