Terms of sale

1 · Who you are buying from

Small Goodbyes is a pet memorial portrait studio run by Craig Fearn, a UK sole trader (not a limited company, not a marketplace). Email hello@smallgoodbyes.com. Postal address: 124 City Road, London, EC1V 2NX. There is no phone line. See also contact us.

2 · What you are buying

Portraits and prints made to order from a photograph you upload, produced by our independent print partners (Gelato and Prodigi) and posted to you: a portrait made from your photo by image-generation software in one of our styles, which you preview before printing; your photo printed as it is; and a digital file emailed as a download link. Each one is made from your photo and is unique to you, so it cannot be resold.

3 · Your order and when the contract is made

Placing an order at checkout is an offer to buy. The contract is made when we email you to confirm your order after your payment has been taken. We may decline an order if a product is unavailable or an uploaded image fails a content check; if we decline you receive a full refund. You confirm that your photo, its crop and the preview you approve are what you want printed: we cannot reprint free of charge where the problem is in what you supplied.

4 · Prices, VAT and payment

Prices are in GBP and are the full amount you pay; Small Goodbyes is not VAT-registered, so no VAT is added at checkout. Delivery is included where stated. Payment is processed securely by Stripe; we do not see or store your card details.

5 · Your photo / content and what you promise us

When you upload a photograph or supply personalisation details you confirm and warrant that: you took the photograph yourself or own it / hold all rights and permissions to have it reproduced and printed; it does not infringe the copyright, trade-mark, privacy or other rights of any third party; you have the consent of any identifiable person shown; and the content is lawful and not obscene.

6 · If someone challenges your photo

If someone says that a photo you supplied infringes their rights, we may need to remove it and cancel the order (clause 7). Where that happens because you broke a promise in clause 5, you are responsible for the loss we suffer as a direct result. This is no more than the law already provides for a broken promise, and it does not affect your rights under the Consumer Rights Act 2015.

7 · Content we can refuse, and takedown requests

We may, at our discretion and without liability, refuse, cancel or refund any order, and remove or delete any uploaded image, where we reasonably believe it breaches these terms or any third party's rights, or following a valid complaint or takedown request. If you believe an image has been used in breach of your rights, contact hello@smallgoodbyes.com and we will act promptly to remove it.

8 · AI artwork

Where a portrait is generated from your photo by image-generation software it is an artistic interpretation; it is not an exact likeness and we do not guarantee any particular feature, detail or colour is reproduced. You see and choose the preview before anything is printed. On-screen colours may vary slightly from the finished print. Nothing in this clause reduces your statutory right to goods of satisfactory quality and as described (clause 10).

9 · Your data

We process the photograph and details you provide only to fulfil your order. Lawful basis: performance of our contract with you (UK GDPR Article 6(1)(b)). Your image is shared with our print partners (Gelato or Prodigi, whichever makes your item) solely to produce your order. Uploads and previews are deleted on a schedule: an upload that never became an order goes 30 days after its last preview, as does every watermarked preview not needed by an outstanding order, and for an order made from an AI preview the upload and the approved artwork are deleted 90 days after the upload, once the order is settled. The print file made for your order is kept so it can be reprinted; for a photo printed as it is, your upload is that print file. We do not perform facial recognition on your photo and do not use it to train AI models. See our privacy notice.

10 · Cancellation, returns and your statutory rights

Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods made to your specification or clearly personalised. Everything we print is made from your own photograph, so the 14-day right to cancel does not apply to it, and we do not accept change-of-mind returns, because we cannot resell it. We say this on the create and print pages, in your basket beside the total and above the payment button, so you can check your preview or crop before you pay.

Orders go to print quickly. If you spot a mistake, email us straight away: if production hasn't started we'll correct or cancel it.

Digital downloads are digital content, not goods, and you can cancel one within 14 days of buying it unless you ask us to send the file at once and confirm you lose that right. We email the file as soon as your payment clears, and only if, before paying, you tick the box in your basket asking us to do so and confirming that you understand you then lose your right to cancel the download (regulation 37 of the Consumer Contracts Regulations 2013). We confirm your consent in your order confirmation email. Checkout does not go ahead for a download without that consent. The file is the print-ready file of the portrait you approved (without the watermark) or of your own photo; the link in your email works for 30 days. A download that is faulty or is not what we described is covered in the same way as a printed order, below.

Your statutory rights under the Consumer Rights Act 2015 are unaffected. If your order arrives damaged, misprinted or not what you ordered, tell us as soon as you can at hello@smallgoodbyes.com with your order reference and a photo, and we will reprint or refund it at our cost. This doesn't limit your rights under the Consumer Rights Act 2015. Printing the photo you supplied faithfully is not, by itself, a fault, so please check your preview or crop carefully before you pay. See delivery & returns.

11 · Risk and title

Risk passes to you on delivery. Title passes once we have received cleared payment in full.

12 · Our liability

Our liability for any one order is limited to the amount you paid for that order. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded by law, and nothing in these terms affects your rights under the Consumer Rights Act 2015.

13 · Events beyond our control

We are not liable for delays or failures caused by events beyond our reasonable control (carrier disruption, supplier outages, severe weather, IT failures). Where such an event affects your order we will tell you and offer to wait or refund in full.

14 · Governing law

These terms are governed by the law of England and Wales. You can bring a claim about them in the courts of England and Wales or, if you live elsewhere in the UK, in the courts of the part of the UK where you live. You keep the benefit of any mandatory consumer protections of the law where you live.

15 · Contact

Questions about these terms, or a takedown request: hello@smallgoodbyes.com. Or use contact us.