Thank you for choosing Life Stories by Ella. The following Terms and Conditions set out how we provide our services to you, whether you're purchasing an audio memoir, video memoir, or a special request package.

By placing an order and receiving confirmation from us, you agree to the Terms and Conditions outlined below. Please take a moment to read them carefully before confirming your booking. If you have any questions or need clarification, feel free to get in touch. We're happy to help.

1. Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires:
• “We,” “us,” and “Life Stories by Ella” refer to the service provider.
• “You” and “Customer” refer to the person or entity purchasing the services.
• “Goods and Services” means the audio, video memoir packages, and any other related products or services provided.
• Headings are for convenience only and do not affect interpretation.
• Words importing the singular include the plural and vice versa.
• References to any statute or regulation include amendments or re-enactments.
1.2 Any reference to a "writing" or "written" includes email communication.

2. Services
2.1 We provide personalised audio and video life story recording services (“Services”), which may include interviews, editing, and final delivery of digital files.
2.2 The scope of the Services will be outlined in your booking confirmation.

3. Booking & Payment
3.1 A contract is formed once you receive a booking confirmation from us.
3.2 The order process will be outlined by email. It is your responsibility to ensure that you have followed the ordering instructions correctly. We are not liable for any inaccuracies resulting from incorrect order submissions.
3.3 No variation of the contract, including changes to the description of goods or services, fees, or any other terms, can be made after the contract is formed unless agreed in writing by both you and Life Stories by Ella.
3.4 Payment terms:
• A 50% deposit is required to secure your booking.
• The remaining balance is due after you have reviewed and approved the initial draft.
3.5 All invoices must be paid within 7 days of receiving the draft.
3.6 We reserve the right to pause work if payment is overdue.
• Final files will only be delivered once the full balance has been received.

4. Rescheduling, Cancellation & Refunds
4.1 You may request to reschedule your session up to 72 hours in advance without penalty.
4.2 Cancellations made less than 72 hours before the scheduled session will result in the loss of your deposit.
4.3 If we need to cancel due to illness or emergency, you will be offered either a full refund or the option to reschedule at no extra cost.
4.4 You have the right to cancel your order for a full refund within 14 days of receiving your Order Confirmation, provided that no recording has yet taken place. To cancel, please email us at info@lifestoriesbyella.co.uk.
4.5 Our Goods & Services are personalised. Therefore, once the interviewer has commenced work directly related to your project, your ability to request a refund is limited, and payment will still be due in full as per the Order Confirmation.

5. Travel & Availability
5.1 Services are available on weekends only due to weekday commitments.
5.2 Travel costs are applicable for locations outside the West Midlands, based on current mileage rates to be confirmed at booking.

6. Content, Editing & Review
6.1 You will have the opportunity to review the draft recording and request one round of edits.
6.2 Any additional revisions beyond the agreed scope may incur extra fees, which will be quoted for your approval in advance. We will make any edits or changes you require to your first draft, provided these are supplied in writing. Should you request further changes after this, we can provide a quote for the additional editing time.
6.3 We will correct any technical errors you identify, provided these are communicated to us in writing before you approve your final edited recording. While we strive to ensure your final audio memoir is flawless, please be aware that occasional minor issues may remain that we are unable to fix.
6.4 Please note that the memoirs are intended to be natural and authentic in style. While hesitations and background noise will be edited out where possible, the recordings will retain their raw and genuine character.

7. Ownership & Usage Rights
7.1 You retain full copyright and ownership of the final recordings. The Speaker has the right to share the memoir with friends, family members, and colleagues. The Speaker is responsible for any damages arising from complaints made by third parties about the content, including defamation claims. Memoirs are not produced for public publishing and, unless otherwise agreed in writing, are considered private and confidential.
7.2 We may request your explicit written consent to use short excerpts of your recordings for promotional purposes.
7.3 Any third-party materials you provide (e.g., music, letters) must be fully cleared by you for use in the recordings.
7.4 Any music included by Life Stories by Ella is licensed for private use only and may not be shared publicly due to copyright restrictions. While we hold the necessary licenses, these licenses do not permit public posting or distribution.

8. Privacy & Confidentiality
8.1 All personal information and recording content will be handled in accordance with our Privacy Policy.
8.2 We will not share your recordings or personal data without your written permission.
8.3 You are welcome to exclude any content you prefer not to include; full editorial control remains with you.

9. Technical Requirements
9.1 We will supply all necessary audio/video recording equipment.
9.2 For virtual sessions, clients must provide a quiet, well-lit environment and a reliable internet connection.
9.3 Final delivery timelines will be confirmed per project, typically within 6 weeks of session completion.

10. Liability Limitation
10.1 We will not be liable for indirect losses, emotional distress, or loss of reputation.
10.2 Our total liability is capped at the total amount paid for the Services.

11. Governing Law
11.1 This contract is governed by the laws of England & Wales.
11.2 Any disputes will be subject to the exclusive jurisdiction of the courts of England & Wales.

12. Service Providers
12.1 This website is hosted by Squarespace.

13. Risk and Title
13.1 Risk of damage to or loss of any goods passes to you upon delivery.
13.2 All digital files related to your project will be securely deleted from our systems once the final approved files have been shared with you.

14. General Terms & Conditions
14.1 These Terms and Conditions constitute the entire agreement between you and Life Stories by Ella regarding the services provided and supersede any prior agreements or communications, whether written or oral.
14.2 We reserve the right to update or amend these Terms and Conditions at any time. Any changes will be communicated to you and will apply from the date of notification.
14.3 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.
14.4 We shall not be liable for any indirect, incidental, or consequential damages arising from the use of our services.
14.5 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
14.6 By using our services, you agree to comply with all applicable laws and regulations.