Terms & conditions

These Terms & Conditions govern every commission created by Heirloom Inc (“Heirloom”, “we”, “us”). By submitting the Begin Your Heirloom Journey questionnaire, paying a deposit or approving a proof, you (“the Client”) accept these terms.

Each commission is a bespoke, made-to-order keepsake created specifically for you. Nothing is mass produced or resold.

All commissions are billed in two equal halves of the agreed total price.

First payment — 50% deposit: due before any work begins. This deposit reserves your place in the studio calendar and funds the interview, writing, design and layout of your magazine. Work does not start, and no design time is scheduled, until the 50% deposit is received.

Second payment — 50% balance: due once your proof is approved and before your magazine is sent to print and shipped. Printing, binding and delivery are only released after the balance is paid in full.

Example: a $499 Premium commission is paid as $249.50 to begin and $249.50 before printing. Add-ons chosen later (extra copies, hardcover upgrade, photo restoration, additional pages) are added to the balance invoice.

Both invoices are visible at any time in your Member Portal, together with what has been paid and what remains.

Submitting the questionnaire alone does not reserve production time. Your commission enters the studio queue on the date the 50% deposit clears.

Payments are processed securely by Stripe. We do not store your card details.

If the deposit is not paid within 30 days of your quote, the quote and any promotional pricing may expire and the project will be re-quoted.

You are responsible for supplying photographs, names, dates and story details, and for confirming their accuracy. Final proofreading approval rests with the Client.

By supplying materials you confirm you have the right to use them and you grant Heirloom permission to reproduce them for the sole purpose of producing your commission.

Delays in providing materials extend the production timeline accordingly.

You receive a watermarked digital proof before printing. Classic includes one round of revisions, Premium includes two rounds, and Premium Plus includes proof review until approval.

Additional revision rounds, rewrites or restructuring beyond the included rounds are quoted separately and added to the balance invoice.

Written proof approval is final. Once approved, the file goes to print exactly as approved and errors approved by the Client cannot be corrected without a reprint charge.

Collections begin at set page counts — Classic begins with 6 pages, Premium with 10 pages, and Premium Plus with 20 pages. Additional pages may be added and are quoted per page.

Additional pages and additional copies may be ordered within 6 months of your original order.

Printed colours may vary slightly from screen. Handmade finishing (foil, binding, presentation boxes) carries small natural variations that are not defects.

Production typically takes 3–6 weeks from deposit and receipt of all materials, depending on collection and scope. Timelines are estimates, not guarantees.

Shipping details, carrier and tracking are published in your Member Portal as soon as your commission ships.

Risk passes on delivery to the carrier. Lost or damaged parcels are handled with the carrier; we will always help you pursue a claim.

Because every commission is custom, the 50% deposit is non-refundable once design work has begun.

If you cancel before any writing or design work has started, the deposit may be refunded less a $75 administrative fee.

The 50% balance is refundable only if it has been paid and your magazine has not yet been sent to print.

Printed keepsakes are personalised and therefore not returnable. Manufacturing defects reported within 14 days of delivery are reprinted at no charge.

You own your photographs and your story. Heirloom retains ownership of its original design, layout and template work.

We will never publish your magazine or your family's materials without written permission.

Personal information is handled as described in our Privacy Policy.

Our total liability for any commission is limited to the amount you paid for that commission.

We may update these terms from time to time. The version in force is the version published on this page on the date your deposit is paid.

Questions? Write to us and a Legacy Counselor will respond within 24–48 hours.