Effective October 17, 2026 · Version 2026-10-17

Terms, Conditions & Policies

These Terms, Conditions & Policies (the “Terms”) are an agreement between you and Creative Doorway, the creative studio that makes The Forever Film (“The Forever Film,” “we,” “us” or “our”). They cover your purchase, your Forever Film Account, the photographs and stories you share with us, the film we make for you, and how we handle your personal information. Our Privacy Policy is Part B below and is part of these Terms.

Please read them carefully. By checking “I agree to the Terms & Conditions,” creating an account or paying, you agree to these Terms. If you do not agree, please do not purchase or use the service.

Part A. Terms & Conditions

1. Who can use The Forever Film

You must be at least 18 years old and able to enter into a binding contract. If you purchase or act for another person, a family, an estate or an organization, you confirm you are authorized to do so and that they are bound by these Terms with you.

2. Words we use

• “Film” or “Forever Film”: the finished video we produce for you.
• “Materials”: everything you give us: photographs, scans, notes, story details, voice notes, recordings, names and other details about the people in your story.
• “Package”: The Reflection, The Journey, The Conversation or a custom Life Film, as described at the time you buy.
• “Honoree”: the person whose story the Film tells.
• “Organizer”: the person who purchases, or who starts a Split Pay, and manages the Forever Film Account.
• “Storyteller”: the member of our team, employee or contractor, who interviews you and shapes the story.

3. What you are buying

Each Package includes a custom Film of approximately the stated running time, made from up to the stated number of photographs, with music, narration or filmed interviews as described for that Package when you buy it. Running times are approximate, and the creative choices in editing, music, pacing, animation and narration are made by our team, guided by your Materials and your conversation with your Storyteller.

Your Storyteller conversation lasts about 90 minutes and takes place by video call, or at your home where we offer in-home sessions. In-home sessions outside our service areas may involve travel costs, which we will tell you about before booking. A custom Life Film is priced by individual quote; the quote and these Terms together describe what it includes.

We may use professional digital tools, including AI-assisted restoration, colorization, upscaling and animation, to repair and bring photographs to life, always under the direction and review of our team. We do not use your Materials to train any publicly available artificial intelligence model.

4. Prices, payment and upgrades

• Prices are in U.S. dollars and are shown before you pay. Applicable taxes are added where required.
• Payments are processed by Stripe. We do not see or store your full card number.
• Monthly payments are offered through Affirm, subject to Affirm’s approval and Affirm’s own terms. Your payment plan is an agreement between you and Affirm.
• Upgrades. Before you submit your photographs, we may offer you the next larger Package at a discount, with credit for what you have already paid. The upgrade price shown at the time is the price you pay. Upgrading increases your photo limit and running time; everything you have already uploaded and written stays in place.
• Faster delivery. Optional rush delivery is available for an added fee shown at the time of booking and depends on our schedule. Rush fees are not refundable once production has started.
• Prices, Packages and offers may change, but a change never affects an order you have already paid for.

5. Split Pay conditions

Where offered, Split Pay lets an Organizer share the cost of a Package with family and friends (“Payers”). By starting a Split Pay, the Organizer agrees to the following:

1. Setting up. The Organizer chooses 2 to 10 people, including themselves, and splits the price evenly or by percentage (the percentages must total 100%). The Organizer may add people at any time before pressing “Send Splits.”
2. Payment requests. When the Organizer presses “Send Splits,” each Payer receives their own private payment link by email. Each Payer reads and accepts these Terms before paying, and shares are paid by card. The days below are counted from that moment.
3. Starting right away. Full access to the Forever Film Account begins as soon as the Organizer’s own share is paid. If the Organizer has not paid their share, the Organizer is treated like any other Payer who has not paid.
4. Paying at any time. Any Payer may pay their share at any time, to prevent the hold described below or to release it.
5. Reminders. If any share is unpaid after 24 hours, we send a reminder to the Organizer and to each Payer who has not paid, and then daily until every share is paid.
6. Day 7: account hold. If any share is still unpaid 7 days after “Send Splits,” the account is placed on hold. While on hold, no one can view or use the account, and no production work proceeds. We notify the Organizer.
7. Day 8: balance. If any share is still unpaid on day 8, the Organizer may pay the remaining balance in a single payment, or through Affirm where the amount and Affirm’s approval allow. When the Organizer pays the balance, the unpaid payment requests are cancelled so no one pays twice.
8. Release. The hold is lifted as soon as the full price is paid, by the remaining Payers or by the Organizer, and every Payer is notified that work can continue.
9. Changing the group. After “Send Splits,” people can only be added or amounts changed when a Payer is removed. If a Payer cannot or will not pay, the Organizer may remove them and either (a) spread their amount over the shares not yet paid (if everyone else has paid, it becomes an extra share for the Organizer); (b) add new Payers to take it over; or (c) ask all remaining Payers, including those who have paid, to share it. Under (c), every Payer must agree within 48 hours; if anyone declines or does not answer, option (a) applies. Only the Organizer sees each Payer’s answer. Removing a Payer does not restart the clock. Affected Payers receive their updated payment request by email.
10. Upgrades. An upgrade may be paid in full by the Organizer, or split among the Payers. A split upgrade follows these same conditions, with a new clock starting when the upgrade splits are sent.
11. Responsibility. The Organizer is responsible for the full price. Arrangements among family members are between them; we are not a party to them and do not collect from Payers beyond sending payment requests.
12. Refunds. Any refund on a Split Pay order is returned to the original Payers in proportion to what each paid.
13. Abandoned orders. If the full price has not been paid within 30 days of “Send Splits,” we may cancel the order and refund the shares paid, less any work already performed.

6. Cancellations and refunds

• 3-day full refund. You may cancel for a full refund within 3 days of purchase, as long as you have not yet submitted your photographs or held your Storyteller conversation.
• After that, payments are non-refundable. Each Film is custom creative work that begins as soon as you submit your photographs or meet your Storyteller. At our discretion, we may offer a credit toward a future Forever Film.
• If we cannot deliver. If we are unable to complete your Film for reasons within our control, we will refund what you paid for the undelivered work.
• Affirm. Refunds on Affirm purchases are returned to Affirm and handled under your Affirm agreement.
• Talk to us first. If you have a concern about a charge, please contact us before disputing it with your bank. We will work with you in good faith.

7. Your Materials and your responsibilities

You keep ownership of your Materials. By uploading or sharing them, you confirm that:

• you own them or have permission to share them with us and to grant the permissions in these Terms, including for photographs taken by someone else, such as studio portraits or professional photographs;
• where people are recognizable in them, you have the authority or permission needed to share their images with us for the purposes in these Terms; for a person who has passed away, you are a family member, a representative of their estate or otherwise entitled to share their images;
• you share images of a minor only as their parent or guardian, or with the permission of their parent or guardian;
• your Materials are not unlawful, sexually explicit, hateful, threatening, or an invasion of anyone’s privacy, and do not infringe anyone’s copyright or other rights.

We may decline or remove any Materials that we believe do not meet these Terms. Please keep your original photographs and your own copies. We work from the digital copies you upload and are not responsible for the loss of originals or of copies you did not keep.

8. Privacy of your photographs

• Your photographs, notes, story details and voice notes are private to you, your Storyteller, our editors and the small number of staff and contractors who operate the service. Everyone with access is bound by confidentiality.
• They are stored in private, encrypted cloud storage with access limited to our service; they are never published on the open web.
• We never sell your photographs or your personal information.
• Surprises stay surprises. If you tell us a Film is a surprise, we will not contact the Honoree.
• Promotional use under Section 9 is the one exception to this privacy, and it comes with the protections described there.

9. Permission to use your photographs in our advertising and promotion

You grant Creative Doorway a non-exclusive, worldwide, royalty-free license to use, reproduce, display and publish photographs you upload, and to adapt them (for example by cropping, restoring, colorizing or animating them), in advertising, marketing and promotion of The Forever Film and Creative Doorway, in any media, including our websites, social media, email, print and video advertisements, presentations and portfolios. This license continues for photographs we have selected for promotional use before your photographs are deleted under Section 12.

We protect your family when we use this permission:

• We will not identify anyone by their full name, or include your notes, story details, voice notes or personal story, without your additional permission.
• We will not use photographs you marked “Handle gently” or “Part of a surprise,” or photographs in which a minor is the main subject.
• You can opt out at any time. Email us and we will stop any new use of your photographs within 30 days. We cannot recall materials already printed or distributed, or posts already shared by others.

Your Film is different. We will never use your Film, or any part of it, in advertising, marketing, promotion, portfolios or public showings unless you give us written permission. Written permission means a signed release, or an email from the Organizer’s registered address that clearly grants it. You can withdraw that permission for future uses at any time.

10. Your Film: ownership and how you may use it

• Creative Doorway owns the copyright in the Film as a creative work, including our editing, narration, animation, graphics and music arrangement. You keep ownership of your Materials within it.
• We grant you and your family a perpetual, non-exclusive license to keep, watch, copy and share the Film for personal, non-commercial purposes: at gatherings, services and celebrations, privately, and on personal social media accounts.
• The Film may not be sold, licensed, broadcast or used for commercial purposes without our written permission.
• Music. Films include music licensed for personal use. Some platforms (for example YouTube or Facebook) may mute, block or flag a Film because of music rights. That is not a defect in the Film; please ask us before posting publicly if this matters to you.

11. Production, review and delivery

• Timeline. Standard delivery is about three weeks after your Storyteller conversation, unless you chose a faster option. Timelines are estimates and depend on receiving complete Materials and timely replies from you.
• Your review. You will receive a draft to review. Each Package includes up to two rounds of changes; a Life Film includes the review rounds stated in its quote. Changes beyond that, or changes to the story after approval, may be quoted separately.
• Approval. Your Film is approved when you approve it in writing or through your account, or 14 days after we deliver the final version if you have not asked for changes.
• Delivery. We deliver the Film digitally by download link. Please download it and keep your own copies. We keep a copy of the delivered Film for 12 months as a courtesy, after which we may delete it.

12. How long we keep your photographs

• 30 days after your Film is approved and has been delivered to you, we permanently delete your uploaded photographs, including originals, copies and thumbnails, together with your notes, story details and voice notes, from our systems. Copies in routine backups are removed within a further 30 days.
• We keep: your account and order records, as required for tax and legal purposes; the delivered Film, as described in Section 11; photographs we selected for promotional use under Section 9 before deletion; and anything we are legally required to keep.
• You may ask us to delete your Materials earlier. If you do so before your Film is complete, we may not be able to finish it, and Section 6 applies.
• Accounts with no purchase and no activity for 12 months may be deleted.

13. Your account

Keep your password private and tell us right away if you think someone else has used your account. You are responsible for activity in your account. We may suspend or close an account that breaks these Terms, misuses the service or puts others at risk.

14. Messages we send

By creating an account or purchasing, you agree that we may email you about your order and account: confirmation codes, receipts, reminders, Split Pay notices, scheduling and delivery. These messages are part of the service. We will only send marketing messages if you agree to receive them, and you can unsubscribe at any time. We will only send text messages if you opt in to them.

15. Acceptable use

You agree not to misuse the service: for example by uploading malicious files, trying to access other accounts or our systems, interfering with the service, or using it to harass or harm anyone.

16. Our website and brand

The Forever Film website, portal, designs, text and logos belong to Creative Doorway and may not be copied or used without our permission, except as needed to use the service.

17. Services from other companies

We rely on trusted providers, including Stripe (payments), Affirm (monthly payments), Amazon Web Services (photo storage), Postmark (email), Flywheel (website hosting) and our scheduling provider. Their own terms apply to your use of their services, and we are not responsible for their acts beyond our control.

18. A note on memory and emotion

A Forever Film is an emotional, creative work shaped by your Materials and our team’s artistic judgment. Dissatisfaction with creative choices that follow these Terms and your approved direction is not grounds for a refund, but please tell us; we care deeply about getting it right and will use your review rounds to do so.

19. Disclaimers and limits on our liability

We provide the service with care and skill, but except as stated in these Terms, it is provided “as is,” without warranties of any kind to the fullest extent the law allows. To the fullest extent the law allows: our total liability for any claim relating to the service or these Terms is limited to the amount you paid for the order the claim relates to; and we are not liable for indirect, incidental, special or consequential damages, or for emotional distress, lost data you did not back up, or lost originals. Some places do not allow these limits, so some may not apply to you.

20. Indemnity

You agree to defend and hold Creative Doorway harmless from claims by others arising from Materials you provided without the necessary rights or permissions, or from your breach of these Terms.

21. Resolving disputes

• Talk to us first. Before starting any formal claim, contact us and give us 30 days to try to resolve it informally.
• Arbitration. Any dispute that is not resolved informally will be decided by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, rather than in court. Either of us may instead bring an individual claim in small claims court.
• No class actions. Claims may only be brought individually, not as a plaintiff or class member in any class or representative proceeding.
• Opting out. You may opt out of arbitration by emailing us within 30 days of first accepting these Terms, with your name and the words “Arbitration opt-out.”
• Governing law. These Terms are governed by the laws of the State of Florida and applicable U.S. federal law. Any matter not subject to arbitration will be heard in the state or federal courts in Miami-Dade County, Florida.

22. General

• Changes. We may update these Terms. The version you accepted applies to your purchase; new versions apply to new purchases and to continued use after we notify you.
• Events beyond our control. We are not responsible for delays caused by events beyond our reasonable control, such as illness, natural disasters or service outages.
• Electronic acceptance. Checking “I agree,” creating an account or paying is your electronic signature and has the same effect as a signed paper agreement. We keep a record of the version you accepted and when.
• Entire agreement. These Terms, any quote for a Life Film, and any written release you sign are the entire agreement between us. If any part is unenforceable, the rest remains in effect. Our not enforcing a term is not a waiver. You may not transfer this agreement without our consent.

Part B. Privacy Policy

23. What we collect

• Contact and account details: names, email address, phone number, password (stored only in encrypted, hashed form) and the details you give about the Honoree.
• Your Materials: photographs, notes, chapters and story details, voice notes you record in the portal, and recordings from your Storyteller conversation.
• Payment details: handled by Stripe and Affirm. We receive the amount, method type and a reference, not your full card number.
• Technical details: IP address, browser type and activity needed to keep accounts secure and the service working. We use only essential cookies to keep you signed in; we do not use advertising cookies in the portal.
• Requests and messages: what you tell us through our forms, emails and calls.

24. How we use it

To provide and improve The Forever Film; to make your Film; to process payments, including Split Pay; to communicate with you about your order; to keep the service secure and prevent fraud; to meet legal obligations; and, for photographs, for promotion as described in Section 9.

25. Who we share it with

• Service providers who process information for us under contract: Stripe and Affirm (payments), Amazon Web Services (storage), Postmark (email), Flywheel/WP Engine (hosting) and our scheduling provider.
• When required by law, to protect rights and safety, or as part of a sale or reorganization of our business, under confidentiality.
• For Split Pay, the names, email addresses and payment status of the people sharing the cost are visible to the Organizer, and each Payer sees what they owe.
• We do not sell personal information, and we do not share it for cross-context behavioral advertising.

26. How long we keep it

Photographs, notes, story details and voice notes: as described in Section 12. Account and order records: for as long as your account is open and then as long as required for tax, accounting and legal purposes, generally up to 7 years. Records of your acceptance of these Terms: for as long as they may be needed to show the agreement.

27. Security

We use encryption in transit and at rest, private storage, limited staff access and secure, hashed passwords. No system is perfectly secure; if a breach affecting your information occurs, we will notify you as the law requires.

28. Your choices and rights

You can ask to access, correct, download or delete your personal information, opt out of promotional use of your photographs, or opt out of marketing emails, by contacting us. Residents of California and other states with privacy laws may have additional rights, including to know what we collect and to not be discriminated against for using their rights. We will verify requests before acting on them and respond within the time the law requires.

29. Children

The service is for adults. We do not knowingly create accounts for, or collect information directly from, children under 13. Photographs of children are provided by parents, guardians or family members with permission, and are handled under these Terms.

30. Contact us

The Forever Film by Creative Doorway
Email: support@creativedoorway.com
Phone: 866-30-FOREVER (866-303-6738)

End of the Terms, Conditions & Policies.