Terms & Conditions
1. About Us
This website is operated by Matimax Ltd.
We create personalised tribute videos using photographs, video clips, wording, music choices and other material supplied by our customers. Our videos are designed as lasting personal keepsakes that can be watched, shared privately and returned to whenever you want to remember someone properly. They can also be used at funerals, wakes, memorial gatherings, celebrations of life and private family remembrance.
By placing an order with us, you agree to these Terms & Conditions.
2. Our Service
We create personalised digital tribute videos based on the style selected by you at the time of ordering.
Each tribute video style has its own structure, approximate runtime, number of images or video clips, and visual presentation. The sample videos shown on the website are examples of the style, pacing and general look of the finished video. Your finished video will vary depending on the quality, format and type of material you provide.
We will use reasonable care and skill when creating your video.
3. Placing an Order
When you place an order, you are purchasing a personalised digital video service.
After your order is placed, we will ask you to provide the photographs, video clips, names, dates, wording, notes, music choices and any other material required to create your tribute video.
You are responsible for making sure that the details you provide are accurate, including names, dates, spellings, captions, wording, music choices and any instructions.
4. Customer Material
You must only provide photographs, video clips, music, wording or other material that you have the right to provide to us and ask us to use.
By sending material to us, you confirm that:
- You have permission to provide it to us.
- You have permission for us to use it in your tribute video.
- The material does not infringe anyone else’s rights.
- The material is not unlawful, abusive, defamatory, obscene or otherwise inappropriate.
We reserve the right to refuse to use any material that we consider unsuitable, unlawful, offensive, technically unusable, or inappropriate for the service.
5. Photo and Video Quality
The final quality of your tribute video depends partly on the quality of the photographs and video clips supplied by you.
Old, damaged, low-resolution, dark, blurred, cropped or poor-quality images may still be used, but they may not appear as clearly as higher-quality images.
We may make basic adjustments where appropriate, such as cropping, positioning, resizing or light enhancement, but we do not guarantee full restoration of damaged or poor-quality images unless this has been separately agreed.
If you only have physical printed photos, please contact us so we can work out the best practical solution. We can advise whether it is best for you to scan them, photograph them clearly with a phone, or discuss another suitable option.
6. Number of Photos and Video Clips
Each tribute video style may be designed for a specific number of photographs or short video clips.
If you provide more material than the selected option allows, we may ask you to choose which images or clips you would most like included. Alternatively, we may suggest a different video style or a custom option.
If you provide fewer images or clips than required, we may be able to adapt the video, but the finished result may vary from the sample shown on the website.
Short video clips can usually be included where suitable, but many of our tribute video styles are primarily designed around photographs. For the best result, we may recommend prioritising photographs and using video clips sparingly.
If you need more than one tribute video, please place separate orders so each video has its own upload area and instructions. This helps us keep each set of photos, video clips, music choices and notes clearly matched to the correct tribute video.
7. Music Options
Music is an important part of a tribute video. You can supply a song you would like us to use, or let us know the type of music or feeling you want and we can help guide you.
If you supply or request a specific piece of music, such as a favourite song that was meaningful to your loved one or your family, we will use that music where practical and technically possible. If there is a problem with the file, format, length, suitability or technical quality, we will let you know and help find the best practical solution.
For each completed tribute video, we will provide two versions where music is involved:
- A version using suitable royalty-free music supplied or selected by us.
- A separate private-use version using the specific song or music requested by you.
The version using royalty-free music may be more suitable if you wish to share the video online or send it more widely, although third-party platforms can still apply their own rules, compression, checks or restrictions.
The version using customer-requested music is intended for private personal use. By private personal use, we mean use at a funeral service, wake, memorial gathering, celebration of life, or private viewing with family and friends.
A video containing customer-requested commercial or copyrighted music is not intended for public upload, broadcast, commercial use, advertising, resale, or sharing on public platforms such as YouTube, Facebook, Instagram, TikTok, Vimeo, public websites or similar services.
You confirm that you have asked us to include the music, that you are providing or identifying the music for this private personal use, and that you are responsible for ensuring you have any rights, permissions or licences needed for the way you intend to use it.
We do not sell, licence or grant rights in commercial music. Owning a copy of a song, CD, download or streaming version does not necessarily give permission for all uses of that music, especially online, public or commercial uses. UK copyright exceptions are limited, and permission may be required from the relevant rights holders depending on how the music is used.
Please be aware that if a video containing commercial or copyrighted music is uploaded to social media, YouTube, video-sharing platforms or other public online services, it may be muted, blocked, restricted, removed, demonetised or otherwise affected by the platform or rights holder.
8. Funeral, Wake, Memorial Playback and Private Sharing
Our tribute videos are designed as personal remembrance videos that can be kept and watched privately, shared with family and friends, and used at funerals, wakes, memorial gatherings and celebrations of life.
If you intend to show the video at a venue, crematorium, church, funeral home, hotel, wake, or other location, you are responsible for checking that the venue can play the video file and that they are happy with the file format, delivery method and any music used.
We recommend checking this with the venue or funeral director as early as possible.
The finished video may also be shared privately with family and friends, including people who could not attend the funeral, wake or memorial gathering in person. If the video contains customer-requested commercial music, please see the music section above before uploading or sharing it publicly online.
9. Seamless Looping
Some of our tribute video styles are designed to loop smoothly, with no abrupt ending or sudden restart. This can make them suitable for playing quietly in the background at a wake, memorial gathering or celebration of life.
Where a video is described as loopable, we will aim to make the start and end of the video work smoothly together. However, the final result may still depend on the chosen music, video style, customer material and playback device.
10. Turnaround Times
We will give an estimated turnaround time where possible.
Turnaround times begin once we have received all required material from you, including photographs, video clips, wording, music choices and any other necessary information.
Delays in sending material, unclear instructions, missing information, poor-quality files, late changes, or slow responses to questions may delay completion.
If you have a funeral, wake or memorial deadline, you must tell us before or immediately after placing your order. We will do our best to meet agreed deadlines, but we cannot be responsible for delays caused by late customer material, venue issues, internet problems, third-party platforms, or circumstances outside our control.
11. Review and Revisions
Where possible, we may provide an opportunity to review the video and request reasonable changes.
Reasonable changes may include correcting spelling, adjusting wording, swapping a small number of images, or making minor timing changes.
Major changes may be charged separately. These may include changing the video style, replacing a large number of images, restructuring the video, changing the music after editing has begun, or requesting a significantly different creative direction.
We will correct mistakes made by us at no extra charge.
We are not responsible for errors in names, dates, wording, music choices or instructions that were supplied incorrectly by you.
12. Delivery of the Finished Video
The finished tribute video will usually be supplied as a digital video file.
We may deliver the file by download link, email link, cloud transfer, or another suitable digital delivery method.
You are responsible for downloading, saving and backing up the finished video once supplied. We recommend saving a copy to more than one device or storage location.
We may not keep customer files indefinitely after the order is completed.
13. Digital Product and Personalised Service
Because our tribute videos are personalised and created specifically for you using your supplied material, cancellation and refund rights may be limited once work has begun.
If you ask us to begin work before the end of any statutory cancellation period, you may lose the right to cancel once the service has been fully performed, or you may be required to pay for work already completed. For digital content supplied during the cancellation period, businesses generally need the customer’s express consent and acknowledgement regarding loss of cancellation rights before supply begins.
We recommend using a clear checkout checkbox for this, such as:
“I agree that work on my personalised tribute video may begin before the end of the 14-day cancellation period. I understand that once work has begun, and especially once the personalised digital video has been supplied, my right to cancel may be limited or lost.”
14. Refunds and Cancellations
If you cancel before we have started work, we may offer a full or partial refund.
If you cancel after we have started work, we may deduct a reasonable amount for the work already carried out.
If the video has been completed or supplied, refunds will not normally be available unless there is a fault with the service or we have failed to provide the service with reasonable care and skill.
Because each tribute video is personalised, we cannot usually offer refunds simply because you change your mind after work has begun.
This does not affect your statutory rights.
15. Customer Delays
If we are waiting for you to provide photographs, video clips, wording, music choices, approvals or other information, we are not responsible for delays to the final delivery date.
If we do not receive the required material within a reasonable time, we may place the order on hold until we hear from you.
16. Accuracy of Information
You are responsible for checking all names, dates, captions, spellings, music choices and wording supplied to us.
We will use the information you provide. If a mistake appears in the finished video because the information supplied to us was incorrect, we may charge for amendments.
17. Rights to Use the Finished Video
Once the finished video has been paid for and supplied, you may use it for private personal remembrance, including private family viewing, funeral services, wakes, memorial gatherings, celebrations of life, and private sharing with family and friends.
You may not resell, commercially exploit, redistribute, or claim ownership of any design templates, editing structure, visual style, effects, music, licensed assets or other creative elements used by us.
You own your own personal photographs, video clips and supplied material, subject to any rights belonging to third parties.
18. Use of Samples and Portfolio
We will not publicly use your finished tribute video, photographs or personal material for advertising, portfolio, social media, sample videos or website examples without your permission.
Because tribute videos are personal and sensitive, we treat customer material with care and respect.
19. Privacy and Personal Data
We will use the information and material you provide only for the purpose of communicating with you, processing your order, creating your tribute video, delivering the finished file, and handling any related customer service.
This may include names, email addresses, order details, photographs, video clips, music choices, notes and other personal information you choose to provide.
You should also have a separate Privacy Policy explaining how customer data is collected, stored, used and deleted.
20. File Storage and Deletion
We may keep project files, uploaded customer material and finished videos for a limited period after delivery in case amendments are needed.
We do not guarantee permanent storage of your files.
You are responsible for safely downloading and storing the finished video once it has been supplied.
21. Technical Compatibility
We will supply the finished video in a commonly used digital format where possible.
However, we cannot guarantee compatibility with every device, television, projector, venue system, crematorium system, funeral home system, social media platform or video-sharing service.
If the video is required for a specific venue or date, you should test the file with the venue in advance.
22. Platform Restrictions
If you upload or share the video on third-party platforms, such as YouTube, Facebook, Instagram, TikTok, Vimeo, WhatsApp or other services, it may be subject to their rules, compression, copyright systems, privacy settings, blocking, muting or removal.
We are not responsible for actions taken by third-party platforms.
This is especially important where the video contains customer-requested commercial music.
23. Events Outside Our Control
We are not responsible for delays or failure to perform caused by events outside our reasonable control.
This may include internet outages, file transfer problems, platform failures, illness, bereavement, power cuts, technical faults, payment processing issues, customer delays, venue issues, or other circumstances beyond our control.
24. Limitation of Liability
We will use reasonable care and skill when creating your tribute video. However, we cannot be responsible for issues outside our reasonable control, including venue playback problems, incorrect information supplied by you, late customer material, third-party platform restrictions, music copyright restrictions, or technical problems with equipment, internet services or external platforms.
We will not be liable for indirect loss, loss of profit, loss of opportunity, missed playback opportunities, or losses caused by incorrect customer information, late customer material, venue failure, third-party platform action or circumstances outside our control.
Nothing in these Terms & Conditions limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.
25. Changes to These Terms
We may update these Terms & Conditions from time to time.
The terms that apply to your order will be the terms available on the website at the time you place your order.
26. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you live in Scotland, Northern Ireland or another jurisdiction, you may also have rights under the laws applicable to your location.