The fine print.

1. Who we are

Custom Love Story is a personalized animated film service operated by Ismail Cetin as a sole proprietorship ("Einzelunternehmen") based in Germany. Throughout these Terms, "we," "us," or "our" refers to Ismail Cetin trading as Custom Love Story. "You" or "your" refers to any person using our website or services.

2. Accepting these terms

By accessing our website, placing an order, or using our services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree with any part of these terms, please do not use our services.

These terms form a legally binding agreement between you and Custom Love Story. Together with our Privacy Policy and Refund Policy, they represent the complete agreement between us.

3. Age requirement

You must be at least 18 years old to place an order or enter into a contract with us. By using our service, you represent and warrant that you are at least 18 years of age and have the legal capacity to enter into binding agreements.

If you're ordering on behalf of a minor (for example, as a gift for your child), you as the adult purchaser remain fully responsible for the order and for compliance with these terms.

4. Our service

Custom Love Story creates personalized animated films based on customer-provided photos and stories. Our services include:

• Production of custom animated films in 60-second, 90-second, and 120-second lengths
• AI-assisted character design based on uploaded photos
• Voiceover narration in English or German
• Background music (with custom AI-composed songs available for 120-second films)
• Optional physical posters with film artwork (printed and shipped separately)
• Digital delivery of final film as MP4 file via email
• Up to 3 rounds of revisions at no extra charge

We reserve the right to modify, suspend, or discontinue any part of our service at any time without prior notice. If we discontinue a service you've already paid for but not yet received, we will issue a full refund.

5. Placing an order

Order process

To place an order, you select your preferred film length and add-ons, upload photos, share your story, and complete checkout. Your order is confirmed once payment is successfully processed.

Order confirmation

You will receive an email confirmation upon successful order placement. This confirmation constitutes our acceptance of your order and forms a binding contract between you and Custom Love Story.

Order accuracy

You are responsible for providing accurate information when placing your order, including correct email address, shipping address (if applicable), and the content you want reflected in your film. We are not responsible for errors resulting from inaccurate information provided by you.

Order cancellation

You may cancel your order within 24 hours of placement if we haven't started production. See our Refund Policy for full details.

6. Pricing & payment

Prices

All prices are displayed at checkout in your local currency and include applicable VAT/taxes where required. Current pricing:

• 60-second film: $44.99
• 90-second film: $64.99
• 120-second film: $94.99 (includes custom song)
• Extra character: $5.99
• Custom song (for 60/90s films): $5.99
• Poster shipping: $5.95 flat worldwide

We reserve the right to change prices at any time. Changes will not affect orders already placed and paid for.

Payment methods

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All payments are processed securely through Shopify Payments and our payment partners. We do not store your full payment card details.

Payment timing

Payment is due in full at the time of order. Production begins after payment is successfully processed.

7. Your content & photos

What you upload

When you place an order, you upload photos and share personal stories, names, and memories ("Your Content"). You retain all ownership rights to Your Content.

License you grant us

By uploading content, you grant us a non-exclusive, royalty-free license to use Your Content solely for the purpose of creating, delivering, and supporting your custom film. This license terminates when we delete your content (as described in our Privacy Policy).

We will not use Your Content for marketing, advertising, or public display without your explicit written consent.

Your representations

By uploading content, you confirm that:

• You own the rights to the photos you upload, or have permission from the rights holder.
• Everyone depicted in your photos has consented to being included in an animated film.
• Your Content does not infringe on anyone's copyright, trademark, privacy, or other rights.
• Your Content does not contain unlawful, defamatory, obscene, or otherwise inappropriate material.

8. Intellectual property

Our intellectual property

The Custom Love Story brand, website, software, animation style, and all related creative assets are our intellectual property. The final animated film we create is our copyrighted work.

License we grant you

Upon full payment and final delivery, we grant you a perpetual, worldwide, non-exclusive license to use your custom film for personal, non-commercial purposes. This includes:

• Sharing with family and friends
• Posting on personal social media accounts
• Playing at personal events (weddings, anniversaries, birthdays)
• Keeping the file for personal archives

What's not included

Without our explicit written consent, you may not:

• Use the film for commercial purposes (advertising, monetized content, resale)
• Modify, edit, or create derivative works from the film
• Remove or obscure any Custom Love Story branding or credits
• Sublicense or transfer the film to third parties for their use

For commercial licensing inquiries, contact us at hello@customlovestory.com.

9. Revisions & refunds

Every order includes up to 3 rounds of revisions at no extra charge. Refund eligibility and process are fully detailed in our Refund Policy, which is incorporated into these Terms by reference.

Key points:

• Full refund available within 24 hours of order if production hasn't started.
• Full refund available after completing all 3 revision rounds if the final film still doesn't meet reasonable expectations.
• Refund requests must be submitted within 14 days of final delivery.

See our Refund Policy for complete terms, eligibility, and the refund process.

10. Prohibited use

You agree NOT to use our services for any of the following:

• Creating films involving minors in inappropriate contexts
• Uploading photos of people without their consent
• Creating content that is defamatory, harassing, or intended to harm a specific person
• Creating sexually explicit or pornographic content
• Creating content that promotes violence, hate speech, or discrimination
• Violating intellectual property rights (using celebrity photos, copyrighted characters, etc.)
• Fraudulent transactions, chargebacks without valid reason, or payment fraud
• Attempting to reverse-engineer or disrupt our service infrastructure
• Using automated systems to place bulk orders

We reserve the right to refuse service, cancel orders, and issue refunds (or partial refunds) for any order that violates these prohibitions. In serious cases, we may report violations to law enforcement.

11. Limitation of liability

To the maximum extent permitted by applicable law:

• Our total liability for any claim related to your order is limited to the amount you paid for that order.
• We are not liable for indirect, incidental, consequential, or punitive damages (including lost profits, emotional distress, or missed deadlines).
• We are not liable for delays caused by factors outside our reasonable control (service provider outages, international shipping delays, customs, force majeure).

12. Warranty disclaimer

Our services are provided "as is" and "as available." While we take pride in our work and will always strive to meet your expectations, we don't make specific warranties that:

• Your film will be error-free or meet subjective artistic expectations without the revision process
• Services will be uninterrupted, timely, or secure at all times
• The animated characters will look identical to the people in your uploaded photos

Our animation style is Pixar-inspired and stylized, not photorealistic. Characters are artistic interpretations of your photos, not exact representations. This is explained before purchase and is central to the service we provide.

13. Indemnification

You agree to defend, indemnify, and hold us harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms
• Your Content infringing on third-party rights (copyright, privacy, publicity, etc.)
• Your use of our service in violation of applicable laws
• Any claim by a person depicted in your uploaded photos who did not consent

14. Consumer rights

If you are a consumer (not a business customer), your local consumer protection laws give you certain rights that cannot be waived by contract. Nothing in these Terms is intended to override those rights.

For customers in the United States

You retain all rights provided by applicable federal and state consumer protection laws, including but not limited to implied warranties where required.

For customers in Canada

You retain all rights under applicable provincial consumer protection legislation.

For customers in the EU/EEA/UK

You have the right of withdrawal under EU consumer protection law. However, because our films are personalized and custom-made to your specifications, they are exempt from the standard 14-day right of withdrawal under EU Directive 2011/83/EU, Article 16(c). You acknowledge this exemption when placing your order.

This does not affect your statutory warranty rights for defective products under applicable EU law.

15. Governing law

These Terms of Service are governed by the laws of Germany, excluding its conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

This choice of law does not deprive consumers of the protection afforded by mandatory rules of the law of their country of residence.

16. Dispute resolution

Informal resolution first

Before filing any formal dispute, we encourage you to contact us at hello@customlovestory.com. Most issues can be resolved quickly and amicably through direct communication. We respond to all customer inquiries within 24 hours on weekdays.

Jurisdiction

If informal resolution fails, any dispute arising from these Terms or your use of our services will be resolved in the competent courts of Germany, subject to the consumer protection exceptions described in section 14.

EU online dispute resolution

For consumers in the EU: The European Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr. We are not obligated and not willing to participate in dispute resolution proceedings before a consumer arbitration board.

17. Changes to these terms

We may update these Terms of Service from time to time to reflect changes in our business, services, or legal requirements. The "Last updated" date at the top of this page shows the effective date of the current version.

For significant changes, we'll notify existing customers via email at least 30 days before the changes take effect. Your continued use of our services after changes take effect constitutes acceptance of the updated terms. If you don't agree with the changes, you may stop using our services.

18. Contact us

Questions about these Terms of Service?

We aim to respond to all inquiries within 24 hours on business days.