Terms of service

Last updated 14 November 2026

These terms apply when you order from Remember When Records ("we", "us"). By paying for an order you agree to them. Questions? Email [email protected].

What we make

We make a personalised song from the photo, names and memories you send us. Depending on what you order, you may also get a lyric card (a printable PDF of the words) or a photo video. Everything is delivered digitally by email, usually within 24 to 48 hours of us receiving your order form. Around Christmas and other busy times it can take a little longer, and the last order date for Christmas is shown on our website.

How we make it, and the use of AI tools

Songs are created with the help of AI music tools, used under a paid plan that includes commercial rights. We write the brief from your details and we listen to every song before we send it. Because AI tools are involved, we can't promise that a song will match the picture in your head exactly, which is why every order includes one free revision (see our Revisions and refunds page).

Prices and payment

Prices are in pounds sterling and are shown before you pay. Payment is taken at checkout by Stripe. We are not currently VAT registered, so no VAT is added.

What we need from you

After you pay you will be asked to complete an order form with your photo, names, memories and style choices. The song can only be as good as the detail you give us. By sending us a photo or story you confirm that you have the right to use it and that it does not infringe anyone else's rights or contain anything unlawful or hateful. We may decline or cancel an order, with a full refund, if we can't make it responsibly.

Ownership and how you can use your song

You receive a personal licence to keep, play and share your song and any video or lyric card for personal, non-commercial use, including playing it at a family event or sharing it with friends and family on social media. You may not sell it, license it, or use it in advertising or broadcast without asking us first. We keep the rights in the underlying work and may show short excerpts for promotion unless you ask us not to. Your personal photos and stories remain yours.

Revisions, refunds and your right to cancel

Each song is made to order from your details. By ordering, you ask us to start work straight away and you agree that once we have started, you lose your 14-day right to cancel under the Consumer Contracts Regulations. If we haven't started your order, you can cancel for a full refund. Our Revisions and refunds page explains revisions and when we refund. Nothing in these terms limits your statutory rights.

Our responsibility

We will provide your order with reasonable care and skill. We are not liable for losses that were not reasonably foreseeable, or for delays caused by things outside our control. Nothing here excludes liability that cannot be excluded by law.

Changes and governing law

We may update these terms; the version in force when you order applies to your order. These terms are governed by the laws of England and Wales.

Contact

Remember When Records, [email protected].