Terms and Conditions

Last updated: 22nd May 2024

These terms may have changed since you last reviewed them

For a list of changes and when they were made, see Previous Terms and Conditions

Where to find information about us and our products

You can find everything you need to know about us, Lambda Partnership Ltd trading as Kinterak, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, or in your online account.

When you buy from us you are agreeing that:

We only accept orders when we've checked them.
Sometimes we reject orders.
We charge you when we accept your order.
We charge interest on late payments.
We pass on increases in VAT.
We're not responsible for delays outside our control.
We charge you if you don't give us information we need or do preparatory work as agreed with us.
You have a legal right to change your mind.
You can end an ongoing contract (read on to find out how).
You have rights if there is something wrong with your product.
We can change products and these terms.
We can suspend supply (and you have rights if we do).
We can withdraw products.
We can end our contract with you.
We don't compensate you for all losses caused by us or our products.
We use your personal data as set out in our Privacy Policy.
To benefit from our products fully, you might need to update your will.
We store your interactions for six months after your passing.
Other important terms apply to our contract.

We only accept orders when we've checked them

We contact you to confirm we've received your order and then we contact you again (normally within 7 days) to confirm we've accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because we have no remaining available slots that month, because we cannot visit your location to deliver our services or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid. Our product availability refreshes on the 1st of every calendar month.

We charge you when we accept your order

For most of our products, we charge you when we accept your order. However, for some products, including access to Kinterak Cloud, we take payment at regular intervals, as explained to you during the order process.

We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as severe weather conditions preventing our videographers from reaching you safely, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us here: Contact Us to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

We charge you if you don't give us information we need or do preparatory work as agreed with us

We charge you additional sums if you don't give us information we've asked for about how we can access your property to provide the product or if you don't do preparatory work to prepare for the product, as agreed with us. For example, we might need to return with additional equipment, or reschedule your recording appointment.

Before our videographers visit you to record your interactions, please ensure you:

Are ready to receive our team at 08:30am, with filming to start at 09:00am.
Know where you want to be filmed and have a chair you are comfortable sitting in.
Have cleared a 3 metre by 3 metre space for our team to work in.
Created your backdrop for what you want to appear behind you. If you’ve opted for green screen the background needs to be a plain as possible with your contrasting the background
Have removed any potential hazards and provided clear access from the entrance of the property to the filming location.

You have a legal right to change your mind.

For most of our products bought online, you have 14 days after the date we confirm your order to change your mind about a purchase, but:

You understand that we usually cannot begin filming your interactions before this period has passed. If in special circumstances we agree with you to begin filming your interactions before this period has passed, you lose the right to cancel your purchase.
You lose the right to cancel your purchase of any digital product, when you start to download or stream it. This includes Kinterak Cloud subscriptions.

How to let us know and what happens next. If you change your mind please contact us at our Customer Service Page We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

28 Day Risk-Free Story Planner Trial.

We offer a 28-day free trial where you have full access to plan your stories and explore our services. However, the ability to book a videographer is not included in the free trial. To book a videographer the full payment is required.

Booking a Videographer: If you choose to book a videographer before the 28-day free trial ends, you will need to pay the full fee. Once payment is made, this portion of the service will be unlocked, and your trial will end.

Waiver of 14-Day Cooling-Off Period: By starting the 28-day free trial, you agree to waive your statutory 14-day cooling-off period in accordance with the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. This is because you are granted immediate access to key features of our service during the trial, with the exception of videographer booking.

Cancellation During the Free Trial: You can cancel your free trial at any time within the 28-day period to avoid any charges. To cancel, simply go to the Order Details section of your account or contact our support team. Once cancelled, your access to the service will be revoked at the end of the 28-day period.

Charges After the Free Trial: You will only be charged the full product cost on day 29 if you have not cancelled your free trial.

Our 30-Day Memorable Moments Money-Back Guarantee. In addition, we offer our UK customers a Memorable Moments Money-Back Guarantee for most products bought online (excluding Kinterak Cloud subscriptions), which is more generous than your legal rights in the ways set out below. This guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).

Your legal rights	How our 30-Day Memorable Moments Money-Back Guarantee is more generous
14 days to change your mind from the day of purchase. Unless you used our 28-day free trial.	30 days after filming, if you are unhappy with your interactive videos we will refund the purchase price of the product. To claim a refund under this guarantee, you must have: Ready to receive videographer at the agreed time (usually between 7:30 to 8:30am) for a full day of filming. Videographer concludes filming at 5:30pm. Cleared a 3 metre by 3 metre space for filming. Ensured any noise and disruption are reduced to a minimum on the day of filming, as far as you are able to. Not rescheduled your filming appointment within 7 days of filming date or more than two times. Have completed recording with a videographer within 30 days of purchase, 90 days if bought as a gift. You must report and respond to issues within 72 hours. Guarantee is valid for 12 months from the date of purchase including if bought as a gift.

Your legal rights

How our 30-Day Memorable Moments Money-Back Guarantee is more generous

14 days to change your mind from the day of purchase. Unless you used our 28-day free trial.

30 days after filming, if you are unhappy with your interactive videos we will refund the purchase price of the product. To claim a refund under this guarantee, you must have:

Ready to receive videographer at the agreed time (usually between 7:30 to 8:30am) for a full day of filming. Videographer concludes filming at 5:30pm.
Cleared a 3 metre by 3 metre space for filming.
Ensured any noise and disruption are reduced to a minimum on the day of filming, as far as you are able to.
Not rescheduled your filming appointment within 7 days of filming date or more than two times.
Have completed recording with a videographer within 30 days of purchase, 90 days if bought as a gift.
You must report and respond to issues within 72 hours.
Guarantee is valid for 12 months from the date of purchase including if bought as a gift.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for a subscription to digital content such as Kinterak Cloud) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact us at our Customer Service Page

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us at our Customer Service Page . Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us (read on to find out more).

Summary of your key legal rights

If your product is digital content, for example accessing your interactions through our app, or a subscription to Kinterak Cloud, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

If your digital content is faulty, you're entitled to a repair or a replacement.
If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.

If your product is services, for example filming your interactions, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
If a time hasn't been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

to reflect changes in relevant laws and regulatory requirements, for example data protection laws;
to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the product; and
to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact us at our Customer Service Page to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received:

Changes to our Kinterak Cloud plans or how they are priced.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

deal with technical problems or make minor technical changes;
update the product to reflect changes in relevant laws and regulatory requirements; or
make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 7 days in any 30 day period we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 30 days you can contact us at our Customer Service Page to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as an ongoing service or a subscription for digital content. We let you know at least 60 days in advance and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, access to your property for the purpose of filming your interactions;
you reschedule or cancel your filming appointment with us more than 2 times.
Do not pay any outstanding re-booking fees where they are due as, as specified in the Table of rebooking fees””

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our: Privacy Policy

You have several options for resolving disputes with us

Our complaints policy. Our Complaints Manager is Michael Clarke, who will do his best to resolve any problems you have with us or our products as per our Complaints Policy If you would like to submit a complaint, please fill out the form by visiting our: Complaints Policy

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If our Complaints Manager is unable to resolve your concerns, we are happy to engage in alternative dispute resolution, such as mediation or arbitration, with you. If you're not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

How Kinterak products work

To benefit from our products fully, you might need to update your will. Kinterak works by providing your loved ones with access to your filmed interactions and other content after your passing. We provide each of your loved ones with a Letter of Wishes, which contains a unique QR code. To ensure that your Letters of Wishes are received by your loved ones, you may need to create or update your will and we have partnered with an organisation which can help you do this as part of our products.

We store your interactions for six months after your passing. As part of most of our products, we will store your interactions and other content on our servers for six months after one of your loved ones first scans their QR code contained within your Letter of Wishes. During this time, your loved ones can download your interactions and content onto their devices. If your loved ones wish to maintain backup storage of your content on our servers, they can purchase a Kinterak Cloud subscription through our app or website to store your interactions for as long as the subscription is maintained.

Other important terms apply to our contract

By using our services, you agree to these terms. By registering for a user account on Kinterak and/or purchasing any products, you agree to be bound by these terms.

We retain ownership of the content you provide to us By using our services, you are granted a limited, non-exclusive license to view the content. As the owners of the content, we reserve the right to store, edit, transmit, and display it as needed to provide our products and services.

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact us at our Customer Service Page to end the contract within 90 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You cannot transfer our contract with you to someone else. Due to the personalised nature of the product, you cannot transfer our contract with you to someone else.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.