Terms & Conditions

Last updated: June 2026

1. About Heirloom

Heirloom is a life story service that captures a loved one's memories through guided voice interviews and transforms them into a beautifully written memoir. The service is operated by Ollie as a sole trader based in the United Kingdom.

2. The Service

When you purchase Heirloom, you are purchasing a guided life story interview experience for a named individual (the "narrator") and the creation of a written memoir based on those interviews. Depending on the package selected, the deliverable is a digital PDF memoir, a printed book, or both.

The interview is conducted over Zoom and typically takes place across several sessions of 30 to 60 minutes each, scheduled at times convenient to the narrator.

3. Pricing and Payment

All prices are listed on our website in pounds sterling and include UK delivery where applicable. Payment is taken at the time of purchase via Stripe. We reserve the right to change our prices at any time, but this will not affect orders already placed.

4. What You Receive

Digital package: a professionally written memoir delivered as a PDF, plus a copy of the audio recordings from the interview sessions.

Digital + Book package: everything in the digital package, plus one printed memoir book delivered to a UK address.

Family Bundle: everything in the digital + book package, but for two narrators, with two printed copies.

Delivery timescales vary depending on scheduling and are agreed with you directly. We aim to deliver the completed memoir within 8 weeks of the final interview session.

5. Refund Policy

If you are not satisfied with the service, please contact us. If no interview sessions have taken place, we will offer a full refund. Once interview sessions have begun, we will work with you to resolve any concerns. If we are unable to reach a satisfactory resolution, we will offer a partial refund at our discretion, taking into account the work completed.

Printed books are produced to order and cannot be returned once printed, unless they arrive damaged or defective.

6. Intellectual Property

The stories, memories, and words shared during the interview belong to the narrator and their family. Heirloom retains the right to the written form of the memoir as a creative work, but grants you a perpetual, non-exclusive licence to use, copy, and share the memoir for personal and family use.

We may use short excerpts from the memoir for marketing purposes (for example, on our website or in promotional materials), but only with the narrator's prior written consent. You may withdraw this consent at any time by contacting us.

7. Audio Recordings

Interview sessions are recorded for the sole purpose of creating the memoir. Recordings are stored securely and are not shared with any third party. A copy of the audio recordings is provided to you as part of your package. We will delete our copies of the recordings within 12 months of delivering the completed memoir, unless you ask us to retain them.

8. Your Responsibilities

You are responsible for ensuring the narrator is willing to participate and has given their consent to be interviewed and recorded. You are also responsible for ensuring the narrator has access to Zoom or can be helped to access it.

We rely on the narrator's account of their own life. We do not fact-check stories or verify historical claims made during interviews.

9. Limitation of Liability

We take great care in creating every memoir, but we cannot guarantee that the finished memoir will meet every expectation. Our total liability in connection with the service is limited to the amount you paid for your package.

We are not liable for any indirect or consequential loss, including emotional distress, arising from the content of the memoir or the interview process.

10. Cancellation

You may cancel your order at any time by contacting us. If no sessions have taken place, you will receive a full refund. If sessions have begun, the refund policy in section 5 applies.

11. Changes to These Terms

We may update these terms from time to time. Any changes will be posted on this page with an updated date. Changes do not affect orders already placed.

12. Contact

If you have any questions about these terms, please contact us via the form on our website at heirloomstories.co.uk.