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Terms & Conditions

Last updated: April 2026

1. About these terms

These terms govern your use of OnceTold (oncetold.app). By placing an order, you agree to these terms. If you have questions, contact us at hello@oncetold.app.

2. Our service

OnceTold transforms voice recordings, written answers, and photos into memoir books, audio stories, and tribute videos. All products are delivered digitally as downloadable files. Physical printed books are fulfilled by our print partner (Gelato) and shipped separately.

3. Payments

  • All prices are in New Zealand Dollars (NZD) and include GST where applicable.
  • Payments are processed securely by Stripe. We never store your card details.
  • Payment is required in full before processing begins.
  • Prices are subject to change. Any changes will not affect orders already placed.

4. Refunds

  • Before recording begins: Full refund available within 14 days of purchase.
  • After recording begins but before delivery: 50% refund at our discretion.
  • After delivery: No refund, as the digital product has been delivered. If you are unhappy with the quality, contact us and we will work to make it right.
  • Physical book printing: Refunds for printed books are subject to Gelato's fulfilment terms. We will assist in resolving any print quality issues.

Under the New Zealand Consumer Guarantees Act, you are entitled to a remedy if our service does not meet the standard reasonably expected. We stand behind our work.

5. Your content — ownership and licence

You own your content. The recordings, photos, written answers, and documents you provide remain entirely yours. We do not claim any ownership over your personal stories or memories.

By using our service, you grant OnceTold a limited licence to process your content solely for the purpose of producing your order. This licence ends when your files are deleted in accordance with our storage policy.

The finished product (the memoir, audio story, or video we create from your content) is also yours. You may print, share, and use it however you like.

6. Content you must not upload

You must not upload content that:

  • Infringes any copyright, trademark, or other intellectual property right.
  • Contains material that is harmful, abusive, threatening, or illegal.
  • Includes content about a living person without their consent.
  • You do not have the right to share.

We reserve the right to refuse to process any order that we believe violates these terms.

7. File storage and deletion

We store your files for the periods outlined in our Privacy Policy. We will send reminder emails before deletion. Once files are deleted, they cannot be recovered. Please download and keep copies of your completed files.

OnceTold is not a permanent storage service. We create — you keep.

8. Music licensing

All music used in our audio and video products is licensed from Artlist. Your completed files may be shared privately with family and friends. They may not be used for commercial broadcast or monetised on third-party platforms without obtaining appropriate licensing directly from Artlist.

9. Limitation of liability

OnceTold's liability is limited to the amount you paid for your order. We are not liable for any indirect, incidental, or consequential losses. Nothing in these terms limits your rights under the New Zealand Consumer Guarantees Act or Fair Trading Act.

10. International customers

OnceTold welcomes customers worldwide. All prices are in New Zealand Dollars (NZD). Your bank or payment provider will handle any currency conversion.

  • Australian customers: You have additional rights under the Australian Consumer Law (ACL). Nothing in these terms limits your ACL rights.
  • UK/EU customers: You have a 14-day right of withdrawal from the date of purchase, provided your order has not yet been processed. Contact us at hello@oncetold.app to exercise this right.
  • US customers: Our service is provided from New Zealand. New Zealand law governs these terms.

11. Governing law

These terms are governed by the laws of New Zealand. Any disputes will be resolved in the New Zealand courts, except where local consumer law requires otherwise.

12. Contact

For any questions about these terms, contact us at hello@oncetold.app.