Terms of Service

Last updated: November 3, 2026

Current availability: Digital and printed packages are being prepared; paid self-service checkout is not open. Custom website projects begin with an enquiry. Scope, availability, delivery estimates and payment arrangements are confirmed before an order is accepted. Signing in does not place an order.

Welcome to Memorill.

These Terms of Service (“Terms”) govern your access to and use of the Memorill website, products, and services, including personalised memoir creation, printed memoir books, memorial websites, storytelling services, communications, and any related services we provide (collectively, the “Services”).

Throughout these Terms, “Memorill,” “we,” “us,” and “our” refer to the operators of the Memorill brand. Memorill is not currently a registered company. “You” and “your” refer to any visitor, customer, purchaser, contributor, or user of our Services.

By accessing our website, placing an order, submitting materials, approving a draft, or otherwise using our Services, you agree to be bound by these Terms, our Privacy Policy, Refund & Cancellation Policy, and any other policies made available on our website.

If you do not agree to these Terms, you should not use our Services.

1. Our Services

Memorill provides personalised services designed to help individuals and families preserve life stories and memories.

Our Services may include:

• Guided storytelling prompts
• Self-guided AI interviews and follow-up questions
• Written memoir creation
• Editing and organisation of customer-provided stories
• Photo and document integration
• Digital memoir preparation
• Printed memoir books
• Memorial or legacy websites
• AI voice or text interviews and written correspondence
• Design, layout, formatting, and production services
• Other related personalised services

Because these Services are personalised and depend heavily on information and materials supplied by you, the final result will vary from customer to customer.

Only services expressly included in the selected offer or agreed project scope are included. Scheduled human interviews and weekly emailed questions are not included unless separately agreed.

AI-generated questions, transcripts and drafts can contain errors. Please review names, dates, facts and wording before approving or sharing a story. AI processing and recording choices are described in our Privacy Policy.

2. Personalised Nature of Our Services

You acknowledge that Memorill products and services are individually created for you based on the information, memories, photographs, documents, instructions, and other materials you provide.

Our work is therefore different from ordinary mass-produced retail products.

Once certain stages of a personalised project have been approved or entered production, cancellation, return, or refund rights may be restricted as described in our Refund & Cancellation Policy and to the extent permitted by applicable law.

3. Information You Provide

You agree to provide accurate, complete, and truthful information when using our Services.

The quality and accuracy of a memoir or memorial project depends substantially on the information you provide to us.

You are responsible for reviewing the accuracy of:

• Names
• Dates
• Places
• Events
• Family relationships
• Quotations
• Stories
• Photographs
• Captions
• Spellings
• Historical information
• Any other content submitted or approved by you

Memorill is not responsible for independently verifying the factual accuracy of personal memories, family histories, dates, claims, or other information submitted by you unless we expressly agree in writing to provide such verification.

4. Customer Content

“Customer Content” means any material you provide to us, including:

• Stories
• Memories
• Written responses
• Photographs
• Documents
• Letters
• Audio recordings
• Names and personal information
• Family information
• Images
• Captions
• Messages
• Other materials submitted for your project

You retain ownership of Customer Content that you own.

By submitting Customer Content, you grant Memorill a limited, non-exclusive right to store, reproduce, edit, format, organise, transmit, and otherwise process that content solely as reasonably necessary to provide your requested Services.

5. Your Responsibility for Submitted Content

You are solely responsible for the Customer Content you provide.

By submitting content to Memorill, you represent that:

• You own the content or have sufficient permission to provide it to us.
• Our use of the content for your project will not unlawfully infringe another person's copyright, trademark, privacy, publicity, or other rights.
• You have appropriate authority to provide photographs, recordings, writings, or other materials belonging to third parties where required.
• The content is not knowingly unlawful.
• You will not knowingly submit content that is defamatory, fraudulent, threatening, abusive, or otherwise unlawful.

Memoirs often contain information about relatives, friends, former partners, colleagues, or other third parties.

You are responsible for deciding whether you have an appropriate basis to include such information.

Memorill does not independently obtain consent from every individual mentioned in your memoir.

6. Content We May Refuse

We reserve the right to decline, suspend, or discontinue a project containing content that we reasonably believe:

• Is unlawful
• Infringes another person's rights
• Is intentionally defamatory
• Contains unlawful threats or harassment
• Promotes serious illegal activity
• Is fraudulently represented as belonging to the customer
• Creates unreasonable legal or safety risks for Memorill or its service providers

Where appropriate, we may ask you to revise or remove problematic content before proceeding.

7. Storytelling and Editorial Services

Memorill may help transform your memories and source materials into polished written content.

This may involve:

• Editing
• Rewriting
• Grammar correction
• Structural changes
• Rearranging chronology
• Condensing stories
• Adding transitions
• Adjusting tone
• Creating headings
• Formatting
• Selecting or arranging photographs

You acknowledge that editorial work involves creative judgment.

Unless expressly agreed otherwise, Memorill does not guarantee that every submitted detail, photograph, anecdote, or piece of information will appear in the final product.

We may make reasonable editorial decisions to improve clarity, readability, consistency, and presentation.

8. Drafts and Customer Review

We will generally provide drafts or proofs at appropriate stages of your project.

You are responsible for reviewing drafts carefully.

Your review should include, where applicable:

• Text accuracy
• Spelling
• Names
• Dates
• Photograph selection
• Photograph placement
• Captions
• Layout
• Formatting
• Page order
• Overall content

If you identify an error or wish to request a change, you must notify us before giving final approval.

9. Final Approval

When you confirm that a draft, proof, or project is approved, your approval will be treated as confirmation that you have reviewed and accepted the relevant content.

For printed memoir books, once you approve the final digital proof and printing has begun:

• The order cannot normally be cancelled.
• The book cannot normally be returned.
• The order is not normally eligible for a refund.

For personalised memorial website products, once you approve the initial or agreed project draft and authorise us to continue production:

• The personalised service cannot normally be cancelled.
• The service is not normally eligible for a refund.

These restrictions apply because substantial personalised work is performed specifically for you and cannot reasonably be resold to another customer.

Nothing in these Terms removes any rights that cannot legally be excluded under applicable consumer law.

10. Errors Approved by the Customer

You are responsible for identifying errors during the review process.

If an error was clearly visible in a draft or proof that you approved, Memorill will generally not be responsible for the cost of correcting or reproducing the final product.

This includes approved errors involving:

• Spelling
• Dates
• Names
• Text
• Photograph selection
• Captions
• Layout
• Image placement

If you request changes after final approval but before production has become irreversible, we may attempt to accommodate them.

Additional charges may apply.

11. Printed Books

Printed books may have minor production differences from digital proofs.

Reasonable variations may occur in:

• Colour
• Brightness
• Paper appearance
• Binding
• Cropping
• Image reproduction
• Print alignment
• Texture

Computer and phone screens display colours differently from printed materials.

Minor differences between an electronic proof and a physical printed book therefore do not automatically constitute a defect.

12. Customer-Supplied Photographs

The quality of printed photographs depends heavily on the quality of the files supplied.

Low-resolution, blurred, compressed, damaged, faded, scanned, or otherwise poor-quality images may reproduce imperfectly.

We may attempt reasonable optimisation or adjustment, but we cannot guarantee that poor-quality source photographs will become high-resolution or professionally restored images.

By approving the final proof, you acknowledge the appearance and placement of the photographs included.

13. Manufacturing Defects and Incorrect Orders

If a physical product arrives materially damaged, defective due to manufacturing, or materially different from the approved proof because of an error attributable to us or our production partners, please contact us promptly at:

[email protected]

We may request:

• Your order number
• Photographs of the issue
• Photographs of the packaging
• A description of the problem

After reviewing the issue, we may provide an appropriate remedy in accordance with applicable law and our Refund & Cancellation Policy.

14. Memorial Websites

Where you purchase a personalised memorial or legacy website, you acknowledge that digital services depend on third-party infrastructure, including hosting providers, domains, internet connectivity, software platforms, and other technology providers.

We aim to provide reliable access but cannot guarantee uninterrupted availability.

Websites may occasionally become temporarily unavailable because of:

• Maintenance
• Software updates
• Third-party outages
• Hosting issues
• Security incidents
• Internet disruption
• Technical failures
• Events outside our reasonable control

15. Memorial Website Content

You remain responsible for the content you request us to publish on a memorial website.

We may refuse or remove content where reasonably necessary to comply with law, respond to valid third-party complaints, protect privacy or intellectual property rights, maintain security, or enforce these Terms.

16. Domain Names, Hosting and Third-Party Services

Certain website products may rely on third-party domain, hosting, email, analytics, storage, or platform services.

Unless expressly stated otherwise, Memorill does not own or control those third-party services.

Changes, outages, policy changes, pricing changes, or discontinuation by third-party providers may affect the Services.

Where possible, we will take reasonable steps to minimise disruption, but we cannot guarantee the continued availability of services outside our control.

17. Delivery and Estimated Timeframes

Any estimated completion, printing, production, or delivery date is an estimate rather than a guarantee unless we expressly agree otherwise in writing.

Project timelines may depend on:

• How quickly you respond to questions
• How quickly you provide photographs or materials
• The number of revisions requested
• Your approval of drafts
• Printing schedules
• Shipping carriers
• Customs processing
• Technical issues
• Other circumstances beyond our reasonable control

Delays caused by incomplete customer information or delayed customer responses may extend the estimated completion date.

18. Customer Delays and Inactive Projects

Your participation is necessary to complete a personalised project.

If we request information, feedback, photographs, approval, or other materials and do not receive a response, your project may be paused.

We are not responsible for project delays caused by your failure to provide required information or approval.

For projects that remain inactive for an extended period, we may contact you before archiving or closing the project.

Where substantial work has already been performed, payments already earned for that work may remain non-refundable to the extent permitted by applicable law.

19. Revisions

Reasonable revisions may be included depending on the product or service purchased.

We reserve the right to charge additional fees where requested revisions:

• Significantly change previously approved content
• Require substantial rewriting
• Add substantial new material
• Require redesign
• Occur after final approval
• Fall outside the original scope of the project

Where additional charges apply, we will normally inform you before performing the additional work.

20. Intellectual Property

The Memorill website and the materials we create independently of your Customer Content may include:

• Website design
• Branding
• Logos
• Templates
• Graphic elements
• Question frameworks
• Editorial processes
• Page structures
• Software
• Original website copy
• Proprietary layouts
• Other intellectual property

These materials remain owned by Memorill or its licensors unless expressly stated otherwise.

You may not copy, reproduce, distribute, commercially exploit, scrape, or create derivative works from Memorill-owned materials except as permitted by law or with our written permission.

21. Personal Use of Your Finished Memoir

Unless otherwise agreed, a memoir created for you is intended for your personal and family use.

You may generally share, preserve, gift, and reproduce your own finished memoir for personal purposes, subject to any third-party rights contained within the project.

Commercial publication, resale, large-scale distribution, or commercial exploitation may require additional permissions where third-party materials or Memorill-owned elements are involved.

22. Website Use

You agree not to:

• Interfere with the operation or security of our website.
• Attempt unauthorised access to our systems.
• Introduce malicious software.
• Scrape or extract website content using automated systems without permission.
• Impersonate another person.
• Use our Services fraudulently.
• Use the website for unlawful purposes.
• Attempt to circumvent payment, security, or technical restrictions.

We may suspend or restrict access where we reasonably believe these Terms have been violated.

23. Pricing and Payment

Prices are displayed on our website or otherwise communicated before purchase.

You agree to provide valid and authorised payment information.

We may correct obvious pricing, typographical, or technical errors.

If a material pricing error affects an order before substantial personalised work begins, we may contact you to offer the correct price or cancel and refund the affected order.

24. Order Acceptance

An automated order confirmation does not necessarily mean that we have accepted a project for production.

We reserve the right to decline or cancel an order before substantial personalised work begins where reasonably necessary, including where:

• Payment cannot be verified.
• Required materials cannot be provided.
• The project is outside the scope of our Services.
• Submitted content presents legal or safety concerns.
• A material technical or pricing error has occurred.

If we cancel an order ourselves before providing the applicable personalised services, we will handle payments in accordance with applicable law.

25. Refunds and Cancellations

Refunds and cancellations are governed by our separate Refund & Cancellation Policy, which forms part of these Terms.

For personalised products, eligibility may depend on the stage your project has reached.

In particular, final approval of a printed memoir or personalised memorial website may substantially limit your ability to cancel or obtain a refund.

26. Privacy

Your use of Memorill is also governed by our Privacy Policy.

Because our Services involve personal memories, photographs, family histories, and other potentially private information, we encourage you to review the Privacy Policy carefully before submitting content.

27. Third-Party Services and Links

Our website or Services may contain links to or integrations with third-party services.

We do not control third-party websites or services and are not responsible for their independent content, security, availability, or privacy practices.

28. No Guarantee of Particular Emotional or Personal Outcome

Memorill provides storytelling, editorial, design, production, and related services.

Because memories and family stories are personal and subjective, we cannot guarantee that:

• Every family member will agree with the content.
• Every person mentioned will remember events in the same way.
• A memoir will produce any particular emotional response.
• A memorial website will satisfy every relative or third party.
• Memories submitted by customers are objectively accurate.

Differences in personal recollection are not necessarily errors in our Services.

29. No Professional Advice

The content and storytelling support provided through Memorill is not legal, medical, psychological, financial, historical research, genealogy, or other regulated professional advice.

If your project involves sensitive legal, medical, financial, historical, or other specialist matters, you should obtain appropriate professional advice where necessary.

30. Limitation of Liability

To the fullest extent permitted by applicable law, Memorill will not be liable for indirect, incidental, special, consequential, or punitive losses arising from your use of the Services.

This may include loss of opportunity, loss of anticipated benefit, reputational harm, or other indirect losses.

Where liability cannot legally be excluded, our aggregate liability relating to a particular order will, to the fullest extent permitted by applicable law, be limited to the amount you paid Memorill for the specific product or service giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability arising from fraud or other matters where exclusion is prohibited by applicable law.

31. Loss of Customer-Supplied Materials

We take reasonable measures to handle submitted digital materials carefully.

However, you should always retain your own copies of:

• Photographs
• Recordings
• Letters
• Documents
• Original files
• Written stories
• Other important materials

Memorill should not be treated as your sole archival or backup service.

To the fullest extent permitted by law, we are not responsible for loss of the only existing copy of material where you failed to retain a backup, except where the loss results from liability that cannot legally be excluded.

32. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold Memorill and its operators, contractors and service providers harmless against third-party claims, losses, liabilities, costs, or reasonable legal expenses arising from:

• Customer Content you provide.
• Your infringement of another person's intellectual property rights.
• Your unlawful disclosure of another person's private information.
• Defamatory or unlawful content supplied by you.
• Your violation of these Terms.
• Your violation of applicable law or third-party rights.

33. Force Majeure

We are not responsible for delay or failure to perform caused by circumstances reasonably beyond our control.

These may include:

• Natural disasters
• Fire
• Flooding
• War
• Civil disturbance
• Government action
• Strikes
• Transportation disruption
• Postal or courier disruption
• Internet outages
• Cyber incidents
• Power failures
• Supplier disruption
• Printing facility disruption
• Platform outages
• Other events beyond our reasonable control

We will use reasonable efforts to resume affected Services when practicable.

34. Electronic Communications

By using Memorill, you agree that we may communicate with you electronically in connection with your order and Services.

This may include:

• Email
• Digital proofs
• Approval requests
• Storytelling questions
• Project updates
• Customer service messages

Electronic approvals and confirmations may be treated as written communications.

35. Changes to These Terms

We may update these Terms from time to time.

If we make changes, we may update the “Last updated” date above.

The Terms applicable to an existing order will be subject to applicable law and any contractual commitments already made.

Your continued use of the website after updated Terms become effective constitutes acceptance of the updated Terms where permitted by law.

36. Severability

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be enforced to the maximum extent permitted by law or severed where necessary.

The remaining provisions will continue in effect.

37. No Waiver

If we do not immediately enforce any provision of these Terms, that does not mean we waive our right to enforce it later.

38. Entire Agreement

These Terms, together with our Privacy Policy, Refund & Cancellation Policy, and any other policies expressly incorporated into them, constitute the agreement governing your use of the relevant Memorill Services, subject to applicable law.

39. Questions and Disputes

If you have a concern about an order or Service, please first contact us at:

[email protected]

We encourage customers to contact us so that we can attempt to resolve disputes directly and in good faith.

Any mandatory consumer rights or mandatory jurisdictional protections available to you under applicable law remain unaffected.

40. Contact Information

If you have questions about these Terms or our Services, please contact us:

Email: [email protected]
Website: Memorill.com