A fair response when restoration cannot be completed as expected

1. How to cancel or report a problem

Email hello@memoryrevive.co.uk as soon as possible. Include the order number, the checkout email address and whether you want to cancel or report a fault. Do not send full card details, the private source photograph or your private order link through ordinary email unless MemoryRevive provides a secure route.

2. Cancellation before processing begins

If payment has been taken but restoration processing has not begun, MemoryRevive will normally cancel the order and refund the amount paid. A payment that failed or was abandoned does not start paid processing.

3. UK cancellation rights

UK consumers may have a statutory cooling-off right for an online service or digital content. The exact rules depend on what is supplied and whether performance has begun. Work may start soon after payment is accepted, but starting work does not by itself remove a cancellation right.

If the law requires MemoryRevive to obtain a separate express request to begin during a cancellation period, or an acknowledgement about the effect on cancellation rights, the right is affected only if those requirements have been satisfied. If you validly cancel after expressly requesting early performance, the law may allow a proportionate charge for the service supplied up to cancellation. Nothing in this policy replaces or limits a mandatory right.

4. If MemoryRevive cannot complete the order

If a suitable upload is paid for but MemoryRevive cannot produce the files included with the chosen option after reasonable further attempts and any appropriate review, the normal remedy is a full refund to the original payment method or, if you agree, another attempt. An order rejected because it cannot lawfully or safely be completed will also be assessed for an appropriate refund, except where the law permits a deduction for loss caused by deliberate misuse.

5. Partial completion

If an option covering several photographs or files is only partly completed, MemoryRevive will identify what succeeded and what did not. Depending on the circumstances, the remedy may be completion of the missing work, another attempt for affected photographs, a proportionate price reduction or a refund appropriate to the missing files. You will not be asked to accept an incomplete order as though it were fully supplied.

6. Delay

Processing times are estimates unless checkout expressly guarantees a deadline. A provider outage, difficult source file, safety check or retry can cause delay. If an order is materially delayed, MemoryRevive will provide the available choice to continue, retry or cancel where applicable. Mandatory rights concerning performance within an agreed or reasonable time remain unaffected.

7. Quality concerns and faults

Contact MemoryRevive promptly if an included file is missing or corrupt, or if the output materially changes identity, composition or another characteristic that the restoration is designed to preserve. Where appropriate, MemoryRevive may rerun the job, replace the files, reduce the price or refund the affected work.

Restoration and added colour involve careful interpretation. A preference for a different plausible colour, or an inability to recover information missing from the source, is not automatically a defect. Each concern is assessed against the option description, source quality, stated limits, reasonable care and skill, and applicable consumer law.

8. Duplicate and unauthorised charges

A verified duplicate charge will be reversed. If you believe a payment is unauthorised, contact your card provider and MemoryRevive promptly so the order and private files can be protected. A chargeback does not automatically delete uploaded photographs, so also request deletion if that is what you want.

9. How refunds are paid

Approved refunds are returned to the original payment method unless the law requires another method. MemoryRevive will start the refund without undue delay and within any applicable legal deadline. Your bank or payment provider may take additional time to display the credit.

10. Simple cancellation notice

You may cancel in any clear words. If useful, email the following to hello@memoryrevive.co.uk:

To MemoryRevive: I give notice that I cancel my contract for photograph-restoration services. Order number: [your order number]. Ordered on: [date]. Customer name: [name]. Checkout email: [email]. Date of notice: [date].

11. Other rights

This policy adds an operational route for resolving problems; it does not replace rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other law that applies to you. Nothing in these terms prevents you from seeking help from a consumer-advice body, payment provider, regulator or court.