Refund & Returns Policy

Our restoration work comes with a real money-back promise. If we can't make you happy with your restored photo, you get your money back, a genuine cash refund to your original payment method, not store credit, and along the way we revise your restoration for free until you love it. That guarantee covers the quality of our work, with two clearly stated limits we disclose right up front and again wherever we advertise the guarantee: you have 30 days from delivery to tell us you are not satisfied, and the guarantee allows up to two satisfaction refunds per purchaser in any 12-month period (Sections 1 and 7). Two more things the guarantee cannot make completely risk-free, and we want you to know them up front: (1) mailing us an irreplaceable original photograph carries unavoidable shipping and handling risk, we stand behind our own handling with default protection and let you raise that protection through optional insured, declared-value handling (see Section 4.2); and (2) once you approve a proof and we custom-print your photo, the printing itself cannot be undone (see Section 4.1). We also explain, in plain terms, how we handle the photos you send us, the fact that our work is done by human artists rather than AI, and the privacy choices you have (see Section 9). This page explains all of it, plain English first, full detail after.

This Refund & Returns Policy (the "Policy") applies to orders placed with MemoryCherish LLC ("MemoryCherish," "we," "us," or "our"), a Wyoming limited liability company located at 30 N Gould St, Sheridan, WY 82801, United States. It forms part of, and is incorporated into, our Terms of Service. The most important terms that protect both you and us, including our limitation of liability for mailed-in originals, binding individual arbitration, the class-action and representative-action waivers, and your agreement to indemnify us for content you submit, are summarized in plain language in this Policy itself (see Sections 4.2, 8, and 9), and their full text is set out in our Terms of Service, which is presented to you for your agreement at checkout as described in "How you agree to this Policy" below. Where a defined term is used here but not defined, it has the meaning given in our Terms of Service.

How you agree to this Policy (and to the Terms of Service). You do not need a customer account or password to order. Instead, when you place an order at order.memorycherish.com, we ask you to agree to this Policy and our Terms of Service by an affirmative, conspicuous action, for example, checking a box that is not pre-checked ("I have read and agree to the Terms of Service and the Refund & Returns Policy") or clicking an equivalent "I agree" control, with both documents available by direct link, before you can pay. You cannot complete an order without taking that step. We keep a per-order record of your agreement (including the date and time and the version of the documents you agreed to) so we can show which version applies to your order. The terms that limit rights or require arbitration, our limitation of liability for mailed-in originals (Section 4.2) and the arbitration, class-action-waiver, and representative-action-waiver terms (Section 9), are presented to you at, or one click from, checkout, and are not buried. Merely browsing our site, and the physical act of mailing us a photo, are not by themselves how you agree to these terms.

How to read this Policy. Each numbered section below begins with a short plain-language summary set off as a lead paragraph. Those summaries are provided for your convenience only. If a summary and the detailed legal text ever appear to conflict, the full text of the section controls, except that no summary will be read to give us a right or remedy that the detailed text does not give us. Nothing in this Policy limits, waives, or removes any right or remedy you may have under consumer-protection, warranty, billing-dispute, privacy, or other laws that cannot be waived by agreement; where such a law gives you greater rights than this Policy, that law controls to the extent of the difference. If any provision of this Policy is held invalid or unenforceable, it will be modified to the minimum extent needed to make it enforceable, or, if it cannot be, severed, and the remainder of this Policy will stay in full force, see the standalone Severability clause near the end of this Policy.

A few words we use. A "business day" means Monday through Friday, excluding U.S. federal holidays. We "deliver" a digital file to you when we first send the delivery or download-link email to the email address on file for your order, or first generate your download link, whichever happens first, an objective event that we log. If you tell us you did not receive it, we will promptly re-send it; where you report non-receipt in good faith, we treat delivery as occurring on the date we re-send, subject to the outer backstop in Section 1 so that the Guarantee Window cannot be postponed indefinitely by an unverified claim. One deadline is measured differently and we say so where it applies: our optional priority digital-delivery clock in Section 3 runs in straight hours and counts weekends and holidays, and, because an artist cannot begin until your photo arrives, it starts on the later of order confirmation or our receipt of a usable photo, as Section 3 explains.

1. Our Money-Back Guarantee

Love it or your money back. If you're not happy with your restored photo and we can't fix it to your satisfaction, we'll refund what you paid for that photo. You have 30 days from the day we deliver your finished digital file to tell us.

Important limits, please read these together with the promise above, and note that we disclose them wherever we advertise this guarantee, not only here. This is a genuine, generous guarantee, and we show its few conditions right alongside it: (a) you have 30 days from delivery to tell us you are not satisfied (the Guarantee Window, below); (b) we work through free revisions first before issuing a cash refund; (c) the guarantee allows up to two satisfaction refunds per purchaser in any rolling 12-month period and does not cover fraudulent or knowingly false claims (Section 7); (d) custom prints follow special rules once you approve your proof (Section 4.1); and (e) mailing an original carries shipping and handling risk, addressed with default protection and an optional insured, declared-value upgrade, and a stated liability structure in Section 4.2.

Where the guarantee is advertised. Because we describe this as a "Love It or Your Money Back Guarantee," we present the same limits summarized above, the 30-day window and the two-refund-per-purchaser limit, clearly and near the guarantee claim wherever it appears, including on our homepage, product pages, and at checkout (for example, "Money-back satisfaction guarantee, limits apply; see our Refund & Returns Policy"). We do not advertise the guarantee as unconditional in one place and disclose the limits only in fine print somewhere else.

MemoryCherish is a hand-done photo restoration and colorization service performed by human artists in the United States, real, skilled manual work, expressly not AI-generated (see Section 9 for exactly what that means, including that we do not use your photos to train any AI model and do not create any biometric identifier from them). Every eligible order is backed by our "Love It or Your Money Back Guarantee": a money-back satisfaction guarantee, subject only to the plainly stated limits above and below. If you are not satisfied with the restored digital file we deliver, we will first work with you to correct it through free revisions (see Section 2); and if, after we have made a reasonable, good-faith effort to meet your expectations, you remain dissatisfied, you may request a full refund of the amounts you paid for the affected photo(s).

Cash refund, not credit. Approved refunds are paid in money to your original payment method. We do not issue store credit, vouchers, or gift cards in place of a refund unless you expressly ask for one or the law requires an alternative.

Guarantee window. To be eligible under the satisfaction guarantee, you must notify us that you are not satisfied within thirty (30) calendar days after we deliver the finished restored digital file for the affected photo (the "Guarantee Window"). "Deliver" has the objective meaning given at the top of this Policy, the day we first send your delivery or download-link email to the address on file, or first generate your download link. You do not need to complete every revision within 30 days; you only need to tell us within 30 days that you are not yet satisfied, and we will continue working with you from there. Non-receipt and an outer backstop. If you tell us in good faith that a delivery email or link never reached you, we will promptly re-send it, and your Guarantee Window will run from that re-send. So that the window is not tolled indefinitely by an unverified claim, the Guarantee Window will open no later than forty-five (45) days after we first dispatched your file to the address on file, unless within that period you reported non-receipt in good faith and we have not yet successfully re-delivered, in which case the window runs from successful re-delivery. If a finished digital file genuinely never reaches you, the FTC-based cancellation rights in Section 4 may also apply.

What the guarantee covers and does not cover. The satisfaction guarantee covers the quality of the restoration and colorization work we perform. Because restoration is skilled manual work performed on the source image you provide, results depend on the condition, resolution, and content of that source. We recover and repair what is present in your photo; we do not invent detail that does not exist in the original, for example, we cannot reconstruct a face, background, or feature that is missing, torn away, or unrecoverable, and we do not guarantee any specific artistic outcome beyond the satisfaction-and-refund remedy described here. Dissatisfaction based on a request that is physically impossible given the source, or that goes beyond restoration into creating new content that was never in the photograph, is addressed through revisions and, where we cannot meet the request, a refund, it does not create any additional liability.

Scope of this remedy, what it limits and what it does not. For dissatisfaction with the restoration work itself, your recovery under this guarantee is a refund of what you paid for the affected order, as further described in our Terms of Service. This refund-only remedy addresses the quality of our creative work. It is separate from our duty of care as custodian (bailee) of any original photograph you mail us, which is separately addressed in Section 4.2 and separately limited there, and, importantly, our liability for loss of or damage to a mailed original caused by our own handling is not capped at the refund amount and can be raised further through the optional insured, declared-value handling described in Section 4.2. And nothing in this Policy limits any liability that cannot be limited under applicable law, including liability for our own gross negligence, recklessness, or willful or intentional misconduct, and any limitation stated anywhere in this Policy does not apply to those.

Cancelling before work begins (any order). You may cancel your order for a full refund at any time before we begin restoration work on your photo, regardless of whether you uploaded your photo immediately or selected a "send my photo later" option, and whether or not you have submitted your photo yet, and in any event you may cancel for a full refund within at least twenty-four (24) hours of placing your order. So there is a clear, verifiable line, we treat restoration work as having "begun" only when we email you to confirm that an artist has started your restoration. Until you receive that confirmation email (and for at least 24 hours after ordering regardless of that email), you can cancel for a full refund simply by contacting us. After work has begun as confirmed by that email, cancellation is handled under the satisfaction guarantee and the rest of this Policy rather than as a same-order cancellation.

No subscriptions. MemoryCherish sells one-time services and products. We do not enroll you in any subscription, membership, or automatically recurring charge, so there is nothing to cancel to stop future billing.

1.1 Refund eligibility at a glance

The table below is a convenience summary only; the detailed sections control.

2. Free Revisions, We Work Until You're Happy

If something's not right, tell us and we'll fix it for free. When you invoke the guarantee, revisions to get your restoration right are always free, we won't charge you to reach a result you're satisfied with.

Your satisfaction is the core of our guarantee, and revisions are how we get there. When you tell us you are not yet happy with a restoration, we will revise it and send you an updated version for your review, and we will continue this process with you as reasonably needed to try to meet your expectations. Revisions made in connection with the satisfaction guarantee are performed free of charge, and they are not subject to any ordinary per-revision fee. We will never require you to pay a revision fee as a condition of reaching a result you are satisfied with, or as a condition of your right to request a refund under Section 1.

Revisions vs. new work. A "revision" means adjusting or refining the restoration of the photo you submitted. A request to restore a different photo, to add substantial new elements that were not part of the original image, or to perform work materially beyond the scope of the order you placed is treated as new work, which may be quoted and charged separately. Our Terms of Service describe the ordinary revision options that apply outside the guarantee (including any included revision, any per-revision rate, and any "unlimited revisions" add-on, which is subject to a fair-use limit). Those ordinary options never reduce or replace the free, guarantee-based revisions described in this Section, and they never limit your right to a refund under Section 1.

How to ask for a revision. Reply to your order or delivery email, or contact us using the details in Section 9, and describe what you would like changed. Clear notes (for example, "please brighten her face" or "the background color looks too warm") help us get it right quickly.

3. Digital Restorations, How Refunds Work

Your restoration is delivered as a digital file by email or download. If we refund a digital order, your permission to use that restored file ends and you agree to delete the copies we delivered, and, in return, we stop using and delete your uploaded photo and the restored file from our systems. If you paid for priority 24-hour delivery and we miss it, we refund the priority upcharge automatically.

MemoryCherish delivers each completed restoration as a digital file (for example, by email or secure download link). Because a digital file cannot be physically returned, a "return" of a refunded digital restoration works as follows: if we issue you a refund for a digital restoration, the license and permission we granted you to use that restored file are revoked as of the refund, you agree to stop using and to delete the refunded restored file(s) and any copies you downloaded, and we may deactivate or expire the associated download link. This does not affect your ownership of, or rights in, your own original photograph, which remain entirely yours.

Deletion on refund or cancellation, both directions, and everywhere. The obligation above is not one-sided. If we refund or cancel your order, we will stop using your uploaded source image and the restored file for any purpose, including any marketing or portfolio use, even if you had previously opted in (see Section 9), and we will delete them within a reasonable period, ordinarily within 30 days, from our active systems and from the order.memorycherish.com order environment and from the systems of any service providers or processors acting for us. We do not rely on "de-identifying" a portrait of a person's face in place of deletion; we delete it. The only copies we keep are those we are legally required to retain (for example, basic transaction records) and routine encrypted backups, which are cycled out and overwritten in the ordinary course and in any event within ninety (90) days, are not restored to active use, and are protected from further processing in the meantime. More generally, we use the photos you submit only as described in Section 9, we do not sell them, and we retain and delete them as described in our Privacy Policy, which also tells you how to ask us to delete your source images at any time, and how we handle images that show identifiable people.

Delivery and turnaround. Typical turnaround for the digital restoration is approximately 24 hours to a few business days, depending on the option you selected and the complexity of the work. A delay in standard delivery, standing alone, does not reduce the quality of the final work; but if we materially fail to deliver your finished digital file, you may request a refund, and the cancellation rights in Section 4 may also apply. Turnaround estimates for the digital file do not apply to physical prints, which are produced and shipped separately (see Section 4.1).

Priority (expedited) digital delivery, a firm commitment with an automatic remedy. If you purchase a priority (expedited) digital-delivery option, we commit to completing and delivering your restored digital file within 24 hours, counting weekends and holidays (a straight 24-hour clock, not business hours). Because an artist cannot begin work until your photo is in hand, the 24-hour clock starts on the later of (a) our confirmation of your order or (b) our receipt of a usable photo from you (whether uploaded or mailed). For "send my photo later" orders, this means the clock starts when we receive your usable photo, and we state this clearly at checkout for those orders. This is a commitment, not merely a goal: if we miss that 24-hour window for any reason, whatever the cause, we will automatically refund the priority upcharge you paid. You do not need to ask, and there is no approval step; we issue the refund within five (5) business days of the missed window. The applicable priority terms are also stated at checkout, and this priority commitment applies to the digital file only; it does not apply to physical prints, which are produced and shipped separately (Section 4.1).

4. Physical Prints and Mailed-In Original Photos

If you ordered prints, we send you the digital proof to approve first, you can still get a full refund before you approve. Once you approve and we print, the print charge isn't refundable unless the prints arrive damaged, defective, or lost, in which case we reprint or replace them free. If you mailed us an original photo, we return it to you on request, that's separate from any refund, and Section 4.2 explains exactly how we protect it, including optional insured, declared-value handling you can choose so a cash amount isn't your only protection.

4.1 Physical prints

Physical prints are an optional add-on. When you order prints, we first deliver your restored image digitally for your review and approval, so you can confirm the result before anything is printed. Before you approve the digital proof, you may cancel the order (including the print charge) under the satisfaction guarantee for a full refund. After you approve the digital proof and we produce and/or ship your prints, the amount attributable to the physical prints is non-refundable, except as described below, because the prints have been custom-produced for you.

Damaged, defective, or lost prints. If your prints arrive damaged or defective, or do not arrive because they were lost in transit, we will reprint and reship your order at no additional charge; if we are unable to reproduce the prints, we will refund the amount you paid for them. To request a free replacement, contact us within thirty (30) calendar days of the delivery date (or of the expected delivery date, if the package never arrived) and, where the prints were damaged or defective, include clear photographs of the problem and, if applicable, the packaging. This replacement (or, where we cannot reproduce the prints, refund) is your remedy for damaged, defective, or non-delivered prints, except that this remedy limitation and the notice period do not apply to the extent they would restrict any implied warranty or other right you have under the Magnuson-Moss Warranty Act, the Uniform Commercial Code, or any other state or federal law that cannot be waived; your non-waivable rights remain fully available.

Shipment timing, our notice duty, and your cancellation right. Prints are shipped at standard delivery speed and typically arrive within approximately 4–10 days, even where a priority option was purchased for the digital file. Consistent with the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), we will ship your prints within the time we promised or, if we did not state a time, within 30 days after your order and proof approval. If we cannot ship on time, we will notify you before the deadline, tell you the new expected shipment date, and give you the choice either to agree to the new date or to cancel the print portion of your order for a prompt refund; if you do not expressly consent to the delay, we will treat it as a cancellation and refund the amount paid for the prints. Prompt refunds are issued within one billing cycle for charges to a credit or charge card, and otherwise within seven (7) business days of the cancellation. Correct shipping information is your responsibility; we are not responsible for delays or non-delivery caused by an incorrect or incomplete address you provided, and reshipment to a corrected address may incur additional shipping charges.

4.2 Return of mailed-in original photos, how we protect them, and the limits

You can mail us an original photo and we'll return it on request. While it's with us we hold it as a custodian and handle it with care. If it is lost or damaged because of our own handling, we stand behind that with default protection of up to $500 per original at no extra charge, not just the small amount you paid for the order, and you can raise that protection by choosing optional insured, declared-value handling at checkout. Shipping always carries some risk no one can remove, so please send a copy when you can, and never mail your only copy of an irreplaceable photo unless you accept the risks explained here.

You may submit your photo either by uploading a digital scan or by mailing us an original physical photograph. When you mail us an original photograph, we return it to you on request, on any order, whatever option you selected. If a return shipping fee applies to your order, we will tell you, and you may be asked to cover it. Returning your original is handled independently of any refund: getting a refund never lets us keep your original, and getting your original back never cancels or reduces a refund you are otherwise owed. If you would prefer that we not return a particular original, that choice must be your explicit, written instruction to us; absent such an instruction, we will hold your original for return and will never dispose of it (see below).

A separate, conspicuous acknowledgment when you choose to mail an original. Because mailing an irreplaceable original carries real risk, we do not rely only on your general agreement to this Policy. At the point you select the mail-in option, we ask you to separately and conspicuously acknowledge the handling, shipping, and liability terms in this Section 4.2 and to make your declared-value choice, before you complete that step. This separate acknowledgment is in addition to, not a substitute for, your agreement to this Policy generally.

How we handle your original, and our liability, stated here, not hidden elsewhere. While your mailed original is in our possession, we hold it as a custodian (bailee) and handle it with reasonable care. Please understand, though, that original photographs, especially old, fragile, or one-of-a-kind prints, can be irreplaceable, and that mailing and handling carry inherent risk that no amount of care can eliminate. Here is exactly how we protect your original and where the limits fall:

• Send a copy whenever you can. We strongly recommend you send a high-quality scan or copy and keep your original safely at home. Please do not mail your only copy of an irreplaceable photograph unless you accept the risks described here.
• Loss or damage caused by our own handling (while your original is with us). If your original is lost or damaged because of our own negligence while it is in our possession, our liability is not capped at what you paid for the order. We provide default handling protection of up to $500 per original at no additional charge, and you may raise that limit by selecting optional insured, declared-value handling at checkout, you declare a higher value and pay a corresponding fee, and our liability for our own handling then extends up to the declared value you selected. This structure lets you price and protect the risk yourself rather than having it forced onto you.
• Loss or damage in transit (shipments). For any shipment we arrange, including the return shipment, we will use a tracked method and, where you have purchased insured, declared-value handling, an insured method up to your declared value. Where you have not purchased declared-value handling, our liability for a shipment we arrange is limited to the amount actually recoverable under the carrier's coverage plus the $500 default protection above. For the shipment to us, please arrange insured, tracked shipping with your carrier; you may also tell us if you would like us to use a particular insured method for the return.
• What no limit ever covers. None of the limits above apply to, and we do not disclaim, liability for our own gross negligence, recklessness, or willful or intentional misconduct, or any liability that cannot be limited under applicable law. Those remain fully available to you.
• Insurance and declared value are offered, not denied. We know that standard shipping typically provides little or no coverage for a photograph's sentimental or irreplaceable value, and we know a cash amount can never truly replace an heirloom. That is exactly why we offer the declared-value / insured-handling option above instead of leaving you without one. You may also arrange and pay for insured or tracked shipping directly with your own carrier when you send your photo to us.

These liability terms, and the arbitration and class-action-waiver terms summarized in Section 9, take effect only through your affirmative agreement at checkout (and, for these handling terms, the separate acknowledgment described above). The physical act of mailing us a photo is not, by itself, how you agree to them.

If we can't reach you: safekeeping, not disposal. If a return is undeliverable, or you have not given us return instructions, we will keep your original safely and will not destroy or discard it. We will make repeated, documented attempts to reach you, at least three attempts over the following months, using the email and mailing address associated with your order, and we will hold your original for at least twelve (12) months while we try. We will not dispose of an original before then, and we will never destroy it without first sending you clear written notice and a reasonable opportunity to claim it, and then only in a manner consistent with any applicable unclaimed-property law. Please keep your order information and tell us if your contact details change, so we can match your original to your order and return it to you.

5. How to Request a Refund

Email us at support@memorycherish.com with your order number and tell us what's wrong. We'll reply within 2 business days and, once approved, start your refund promptly.

To request a refund or a free revision, contact us at support@memorycherish.com (or by phone at +1 (307) 218-6920) and include: (1) the name and email used to place the order; (2) your order number or a copy of your order confirmation; (3) which photo(s) the request concerns; and (4) a brief description of the issue. We do not require you to hold a customer account or password to make a request; providing your order details is enough for us to locate and process it.

Our response times. We aim to acknowledge refund and revision requests within two (2) business days. For satisfaction-guarantee requests, we will first offer free revisions (Section 2); if we are unable to satisfy you through revisions, or if you elect a refund to which you are entitled, we will approve the refund and initiate it as described in Section 6. If we need additional information to evaluate a request (for example, photographs of damaged prints), the timeline runs from when we receive what we reasonably need. The automatic priority-upcharge refund in Section 3 needs no request from you at all.

6. Refund Method and Processing Time

Refunds go back to the card or account you paid with. We start most refunds within about 2 business days of approving them; the automatic priority-delivery refund needs no approval and goes out within 5 business days of a missed window. Your bank or PayPal then usually posts the money within 5–10 business days, which is a timeframe they control.

Approved refunds are issued to the original payment method used for the order (for example, the Visa, Mastercard, American Express, or Discover card, or the PayPal account, used at checkout). If a refund to the original method is impossible or not permitted (for example, an expired or closed account), we will work with you to arrange a reasonable alternative refund method. We do not refund to a different person or account, except as required to complete a refund of the original payment.

Timing. We initiate approved refunds within approximately two (2) business days of approval (as "business day" is defined at the top of this Policy). The one refund in this Policy that requires no request and no approval, the priority-delivery-upcharge refund under Section 3, is issued within five (5) business days of the missed 24-hour window. The time for any refund to then appear in your account is controlled by your card issuer or payment provider and typically takes an additional 5–10 business days. That posting time is an estimate set by your provider and is outside our control; we cannot speed it up.

Amount, taxes, and currency. A full refund includes any sales tax you paid on the refunded amount. Prices are charged in U.S. dollars (and may be displayed to you in other currencies for convenience). Refunds are issued in U.S. dollars for the amount charged; any difference you experience due to currency-conversion rates, foreign-transaction fees, or other charges imposed by your bank or card network is set by that provider and is outside our control. For orders covering multiple photos or bundled items, refunds are calculated for the specific photo(s) or item(s) at issue (for example, on a pro-rata basis for a multi-photo order), unless the entire order qualifies for a full refund.

7. Fair Use, Refund Limits, and Abuse Prevention

The guarantee is meant to protect real customers who genuinely aren't happy, not to be gamed. It covers up to two satisfaction refunds per purchaser in any 12-month period, and we may decline it only for objectively defined abuse like fraud or resale, not on a hunch. If a genuinely different person places their own order, they get their own guarantee.

Our satisfaction guarantee is offered in good faith for customers who are genuinely not satisfied with our work. To keep it sustainable and fair to everyone, one clear, stated limit applies: the guarantee provides up to two (2) satisfaction refunds per purchaser in any rolling twelve (12)-month period. For this purpose, a "purchaser" means the specific individual who places the orders, which we may confirm by name, email address, billing address, or payment method. We apply this limit to that individual, including where the same individual uses different emails, addresses, or payment methods to place additional orders so as to exceed the limit. We do not apply the limit to deny a refund owed to a genuinely different person: if a different, real person places and pays for their own order, that person has their own satisfaction guarantee, even if they share a household or address with someone who has already used the limit.

What counts as abuse (defined, not discretionary). Beyond the two-refund limit above, we may decline a refund only where one or more of the following objective conditions is present: (a) the request is fraudulent or based on a knowingly false statement; (b) you seek both a refund and continued use of the restored file in violation of Section 3 (for example, keeping and using files for which you have already been refunded); (c) documented facts show the order was placed by a dealer, reseller, or distributor for resale, or that the same individual used different emails, billing addresses, or payment methods to evade the per-purchaser limit; or (d) you have already received the maximum number of satisfaction refunds stated above within the applicable period. We do not deny the guarantee based on unstated or purely subjective judgments, and any denial will identify which of these stated grounds applies so you can respond. Declining a refund on these grounds does not affect any non-waivable rights you may have under applicable law.

Bulk and volume orders. For bulk, volume, or partner/affiliate orders, the guarantee applies on a per-photo basis to the specific restorations you are not satisfied with, and we will work with you in good faith on revisions before any refund. Any separately negotiated terms for a bulk arrangement control over this Section to the extent they conflict.

8. Chargebacks and Payment Disputes

If something's wrong with a charge, please contact us first, our guarantee already gives you a full cash-refund path, and we can almost always fix it faster than a bank dispute. You keep every dispute right the law gives you; we do not ask you to give any of them up.

If you have any concern about a charge, please contact us first at support@memorycherish.com. Because our satisfaction guarantee already gives you a full cash-refund path when you are not satisfied, most issues can be resolved directly, usually more quickly than a chargeback or payment-provider dispute.

You keep all of your statutory and card-network dispute rights. Nothing in this Policy requires you to withdraw, close, or refrain from filing a chargeback, PayPal dispute, debit-card dispute, credit-card dispute, or any other payment dispute, and nothing here authorizes us to act on your behalf with your bank or payment provider or to have any dispute closed for you. Your rights under the Fair Credit Billing Act (15 U.S.C. § 1666) for credit cards, the Electronic Fund Transfer Act and Regulation E for debit cards, and applicable card-network rules are fully preserved and are not waived by this Policy.

How we handle a dispute. If you do open a dispute, we may respond to your bank or payment provider with evidence, such as your order details and proof that we delivered your restored file, as those rules allow, and the provider decides the outcome under its own procedures. We recognize that a file can be delivered and still not be to your satisfaction, which is exactly what our guarantee is for, so proof of delivery is not the end of the conversation with us. We will not cancel, revoke, or withhold your satisfaction guarantee, and will not charge you any fee, cost, or penalty, simply because you exercised a payment-dispute right in good faith. We reserve the right to seek amounts you actually owe us only in cases of fraud or a knowingly false claim, and then only as permitted by law, never as a deterrent to your good-faith use of a dispute right you are entitled to use.

9. Your Consumer Rights, Privacy, and How to Reach Us

This policy adds to your legal rights, it doesn't take any away. Here's how your photos are handled (by human artists, not AI, and never turned into a faceprint), your privacy choices, how disputes are resolved (including a fair local option and a home-state fallback), and how to reach us.

Your statutory rights are preserved. This Policy is intended to give you clear, generous remedies. It does not exclude, restrict, or modify any consumer guarantee, warranty, or other right or remedy you have under applicable federal or state law that cannot lawfully be excluded or limited. If you are a California resident, our refund policy is made available to you as described here; the California Legal Remedies Act (Civ. Code § 1750 et seq.) and its non-waiver provision (§ 1751) are not affected by this Policy; and, as noted in our Terms of Service, you may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs regarding this Policy. Certain U.S. state laws do not allow some limitations, so some parts of this Policy or our Terms of Service may not apply to you, and you may have additional rights.

Human artists, not AI, and no faceprints. Your restoration is created by our human artists in the United States, working visually and by hand using conventional, non-generative photo-editing tools that they operate, it is real, skilled manual work and is expressly not AI-generated. Consistent with that, we do not extract, generate, measure, map, scan, or store any faceprint, facial-geometry template, or other biometric identifier or biometric information (as those terms are used in laws such as the Illinois Biometric Information Privacy Act, 740 ILCS 14; the Texas Capture or Use of Biometric Identifier Act; and Washington's biometric-privacy law) from your photos, and we do not use your photos for facial recognition or to identify any person. Because we do not collect biometric identifiers, no biometric release is required. If this ever changed, we would first obtain your separate written consent and publish a written retention-and-destruction schedule before collecting any biometric identifier, and we would never sell or profit from biometric data.

How we use your photos. We use the photos you submit only to perform the restoration you ordered, to communicate with you about your order, for internal quality control, and to train our own human artists on our own completed work product. We do not use your photos to train, tune, or build any artificial-intelligence, machine-learning, or algorithmic model; we do not add them to any reference or training dataset; and we do not use them for biometric identification. We do not sell your photos. We use them for marketing, portfolio, or "before-and-after" examples only if you have given us your specific opt-in permission for that photo (see below). Our Privacy Policy describes the categories and purposes of our processing, retention periods, how to request deletion, our no-sale commitment, and how we handle images of children.

Embedded photo metadata. Digital photo files often carry embedded metadata, such as precise GPS location, device identifiers, and timestamps. Precise geolocation can be "sensitive personal information" under laws such as the California Privacy Rights Act and comparable Colorado and Virginia laws. We do not need this metadata to restore your photo. By default we strip embedded geolocation and other metadata we do not need to perform the service, and we do not use it for any other purpose; where any metadata is unavoidably retained, we treat it as sensitive personal information subject to the limits and your rights described in our Privacy Policy.

Marketing and portfolio use, your permission, third parties, children, and withdrawing consent. We use a restoration in our marketing or portfolio only with your specific, opt-in permission for that photo. When you give that permission, you confirm that you have the authority to license the likeness of every identifiable person shown in the photo (including deceased relatives, to the extent applicable) and that, for any minor shown, you are that child's parent or legal guardian. We do not use images of identifiable children in our marketing without verified parental or guardian consent. You may withdraw your marketing/portfolio permission at any time by emailing support@memorycherish.com; we will stop the marketing use going forward as soon as reasonably practicable and, on request, remove copies we have previously published that are within our control. And if a refund or cancellation occurs, any marketing/portfolio permission ends automatically and previously published copies within our control are removed on request (see Section 3). If you ever see one of your restorations used without your permission, tell us and we will remove it.

Website data, "selling"/"sharing," and your opt-out. Beyond your photos, our websites use analytics and tag-management tools, and we operate an affiliate/partner referral program. Under laws such as the CPRA (and comparable Colorado, Virginia, and Connecticut laws), some of this activity may be treated as "selling" or "sharing" personal information for cross-context behavioral advertising or "targeted advertising." You can opt out. Use our Do Not Sell or Share My Personal Information page, or the choices in our Privacy Policy, and we honor recognized opt-out preference signals, including the Global Privacy Control (GPC), where applicable. To be clear: we do not sell your photographs, and we do not sell any personal information for money.

Your rights in what you submit. When you submit a photo, you confirm that you own it or otherwise have the right to submit it and to authorize us to restore it, as described more fully in our Terms of Service, which also contains your agreement to indemnify us for third-party copyright, privacy, or right-of-publicity claims arising from content you submit. If we learn that an order may involve content you did not have the right to submit, we may pause or decline the order; where we do so before completing the work, we will refund the amounts paid for the affected photo, and where a good-faith third-party rights or privacy issue prevents us from proceeding, that refund is your remedy and does not create additional liability on either side beyond the rights and indemnities in our Terms of Service.

International customers and data protection. MemoryCherish is based in the United States, and our services are directed primarily to customers in the United States; prices may be displayed in other currencies for convenience only. If you order from outside the United States, your local consumer and data-protection laws may give you additional rights. Distance-selling withdrawal (EU/UK). Consumers in the United Kingdom and European Union normally have a 14-day right to withdraw from distance purchases, but that right generally does not apply to custom-made goods (such as your custom prints) or to digital content you have agreed to have supplied immediately (such as an expedited restoration you asked us to begin right away). Where we accept an EU/UK order for such immediately-supplied services or digital content, we capture your express prior consent to begin immediately together with your explicit acknowledgment that you will lose your 14-day withdrawal right at checkout, and we proceed on that basis. GDPR / UK GDPR. For EU/UK residents, our lawful bases for processing your photos and order data are performance of your contract (to restore and deliver your order) and, for optional marketing/portfolio use, your consent. You have the rights of access, rectification, erasure, restriction, data portability, and objection, and the right to withdraw consent, which you may exercise by contacting us or as described in our Privacy Policy. Because your photos are processed in the United States, we rely on an appropriate transfer mechanism (such as the EU Standard Contractual Clauses and the UK International Data Transfer Addendum), and we have designated an EU/UK representative under Article 27 whose contact details are provided in our Privacy Policy. Where a non-waivable local right applies to you, it controls over any inconsistent term in this Policy to the extent of the conflict.

Governing law, home-state fallback, and where disputes are heard. This Policy is governed by the laws of the State of Wyoming and is part of our Terms of Service. Consumer choice-of-law fallback: if a court determines that Wyoming law will not be applied to your claim, for example, because a non-waivable consumer-protection or bailment law of the state where you reside governs, then the law of your home state applies to that claim, and we will not use the Wyoming choice-of-law clause to deprive you of any protection your home state's non-waivable law provides. Any dispute not resolved through the steps above is subject to the "Dispute Resolution & Arbitration" section of our Terms of Service, which provides for an informal-resolution step and then binding individual arbitration before one neutral arbitrator under the American Arbitration Association (AAA) Consumer Arbitration Rules, with the Federal Arbitration Act governing the arbitration provision. Under that process: you pay only a filing fee capped at $200 and we pay the other arbitration costs; the arbitration may be conducted by phone, video, or written submission for your convenience; and you may instead bring a qualifying claim in small-claims court. You and we waive class actions and representative actions. These two waivers are severable from each other: if the class-action waiver is held unenforceable, the arbitration provision is void as to the affected claim and that dispute proceeds in court; but if only the representative-action waiver is held unenforceable, that waiver alone is severed and the rest of the arbitration provision, including individual arbitration and the class-action waiver, remains in effect. You may opt out of arbitration by written notice to our Sheridan, Wyoming address within 30 days of first agreeing to the arbitration terms.

For any dispute that is not subject to arbitration, the state and federal courts located in Laramie County, Wyoming have jurisdiction and venue, but we will not use this clause to deny you a fair local forum. You may bring a qualifying small-claims matter or an individual low-value consumer claim in the courts of the place where you live; and this venue clause does not apply to the extent a court finds that enforcing it would be unreasonable or unconscionable, or where non-waivable law gives you the right to bring your claim in your home jurisdiction. These arbitration, class-waiver, representative-action-waiver, and venue terms take effect only through your affirmative agreement at checkout, as described in "How you agree to this Policy," and their full text is in our Terms of Service, presented to you at or one click from checkout.

Point-of-sale disclosure. We conspicuously post this Policy, and specifically the disclosure that custom prints become non-refundable after you approve your proof (Section 4.1) and the limitation-of-liability terms for mailed originals (Section 4.2), at checkout on order.memorycherish.com, in the form and manner required by applicable state refund-disclosure laws (for example, California Civil Code § 1723, New York General Business Law § 218-a, Florida Statutes § 501.142, and Virginia Code § 59.1-200), before you complete your purchase.

Changes to this Policy. We may update this Policy from time to time. The version in effect when you place your order applies to that order, and we maintain an archived version history so the operative version for any given order date can be identified. Material changes take effect when we post the updated Policy, and the "last updated" date below reflects the most recent revision.

Severability. If any provision of this Policy is held invalid, void, or unenforceable by a court or arbitrator, that provision will be enforced to the maximum extent permissible, or, if it cannot be, reformed or severed so as to give the greatest lawful effect to its intent; and the remaining provisions of this Policy will continue in full force and effect. The invalidity or unenforceability of any one provision will not affect the validity or enforceability of any other provision, except as expressly stated for the class-action waiver in the arbitration terms above.

Contact us.

• Email: support@memorycherish.com
• Phone: +1 (307) 218-6920
• Mail: MemoryCherish LLC, 30 N Gould St, Sheridan, WY 82801, United States
• Website: memorycherish.com (orders are placed at order.memorycherish.com)
• Privacy Policy: memorycherish.com/privacy-policy
• Privacy choices / opt-out: memorycherish.com/do-not-sell (Do Not Sell or Share My Personal Information)