TERMS AND CONDITIONS

1. Application

1. These terms and conditions apply to the purchase of services and goods by you (“the Customer” or “You”).

2. From the Heart Films of 4 Highbury Park, Warminster, Wiltshire, BA12 9JF, with email address hello@fromtheheartfilms.co.uk and telephone number 07812758224 (“the Supplier”, “Us” or “We”).

3. By ordering any of our services, you agree to be bound by these terms and conditions.

2. Interpretations

4. Contract means the legally binding agreement between You and Us for the supply of services.

5. Order means your order for services from Us, as set out in your written acceptance of our package pricing and/or add-ons.

6. Services means the filming and post-production of your wedding or civil ceremony.

7. Goods refers to the final video(s) delivered digitally via a personalised download page.

3. Services

8. A description of our services is available on our website.

9. For services customised to your requirements, it is your responsibility to ensure the information you provide is accurate.

4. Our Responsibilities

10. We aim to be discreet while filming, though low-light situations may require additional lighting.

11. Coverage is guided by the videographer’s expertise; however, venue restrictions may limit what can be captured.

12. While we use high-quality, well-maintained equipment, we are not liable for technical failures beyond our control. In the rare event of total video failure, our liability is limited to a full refund.

13. We maintain public liability insurance in accordance with legal requirements.

5. Your Responsibilities

14. You agree to co-operate with us, provide necessary access, information, and consents for filming.

15. You are responsible for securing permissions to film at venues and for paying any related fees.

16. Venues should be accessible to us at least one hour before the event.

17. You must ensure a safe working environment and accept liability for any damage caused to our equipment by your guests.

18. If you fail to comply with the above, we may suspend or terminate services without further obligation.

19. While not required, we greatly appreciate being provided with a hot meal on the day.

6. Booking & Contract

20. We reserve the right to decline any order at our discretion.

21. A contract is only formed when we confirm your booking in writing.

22. Any bespoke quotation is valid for 30 days unless withdrawn earlier.

23. Changes to the contract must be agreed in writing by both parties.

24. Final films may not be used in advertising or broadcast without prior written consent.

7. Fees and Payment

25. A 50% non-refundable deposit is required to secure your date.

26. Your booking is not confirmed until the deposit is received.

27. If your date becomes unavailable due to delayed payment, we will refund the deposit with no further liability.

28. The remaining balance must be paid at least 30 days before the event.

29. For bookings made within 30 days of the event, full payment is due upon booking.

30. Failure to pay on time may result in cancellation and forfeiture of your deposit.

8. Cancellation

31. We recommend wedding insurance to protect against cancellation costs.

32. You may cancel at any time by written notice.

33. A full refund is only available within 14 days of forming the contract.

34. Cancellation fees:

• More than 90 days before the event: Deposit only

• 90 to 30 days before: Deposit + 50% of remaining balance

• Less than 30 days or on the day: Full amount due

9. Post-Production

35. Editing is included in your package.

36. Raw footage remains the property of From the Heart Films and is used solely to create your final film.

37. We retain copyright under the Copyright and Design Act 1988. You grant us permission to use selected footage on our website or social media unless you request otherwise.

38. We aim to include any requests made in your booking form, though we retain final editorial control.

39. All final editing decisions rest with us.

40. Revisions made after final sign-off by the couple may incur an additional charge.

41. All films are delivered digitally via a personalised download page.

42. We license music via MusicBed and Artlist. We cannot use music not available through these providers.

43. Post-production is typically completed within 8–12 weeks of the event (excluding bank holidays).

10. Acceptance of Goods

44. You have 7 days from delivery to report any defect, error or omission.

45. We retain a copy of your film for one year. After this, we cannot guarantee availability.

11. Complaints

46. We aim to resolve any concerns promptly. Please email hello@fromtheheartfilms.co.uk. We aim to respond within 5–10 working days.