Terms & Conditions

Last updated: 11th December 2025

Ape N Elli Ltd (Company No. 16910581)

1. About Us

These Terms & Conditions (“Terms”) apply to all orders placed with Ape 'n' Eli, registered at:

1st Floor, Devonshire House,
1 Mayfair Place,
London, England, W1J 8AJ

These Terms govern your use of our website and services, including the purchase of physical products containing personalised video or image content and any related accessories such as photo frames and screens.

2. About Our Products

We create personalised physical goods, including:

Greeting cards containing embedded screens with a video created from your uploaded content
Personalised photo frames and related print products
Any additional custom products we may introduce in future, including optional digital-only downloads

All personalised content is created solely from the materials you upload. We reserve the right to expand or adjust our product range at any time.

3. Your Agreement

By using our website, uploading content, or placing an order, you confirm that:

You understand and accept these Terms
You consent to us processing your content to fulfil your order
You agree to comply with our Content Guidelines

If you do not agree to these Terms, you must not use our website or services.

4. Prices, VAT & Payment

All prices shown include VAT.
We accept payment via Stripe, PayPal and Apple Pay.
Payment is taken at checkout.

If we discover an obvious pricing error, we may cancel the order and issue a full refund.

5. Order Acceptance

Your order is only considered accepted once we have manually reviewed the uploaded image or content.

We may cancel and refund an order at this stage if:

The content violates our Content Guidelines
The file cannot be used (e.g., unreadable, corrupted)
A technical, supplier, or system issue prevents fulfilment
Any unforeseen event makes the order impossible to complete

In such cases, you will receive a full refund.

6. Delivery

Currently we deliver to UK mainland only, using Royal Mail.

We aim to deliver within 1-2 working days, but timing depends on Royal Mail and cannot be guaranteed.
Delivery delays caused by Royal Mail or other carriers are outside our control
If your parcel is lost, we will replace or refund the item and handle the claim with Royal Mail.

Future delivery options (e.g., tracked, next-day) may be added.

7. Personalised Content You Upload

By uploading files, you confirm that:

You own the image or have lawful permission to use it
It does not include restricted or prohibited content
It does not infringe any copyright, trademark or publicity rights
You accept full responsibility for all uploaded content
You do not upload celebrity images, copyrighted material or content involving people you do not have rights to include (except normal personal/family photos)

You grant us a limited licence to use, edit, transform and store your content solely for the purpose of fulfilling your order. We will never use your content for advertising or any other purpose.

All content is subject to manual review. Any order found to breach the Content Guidelines may be cancelled with a full refund if no work has begun.

8. Content Storage & Retention

Uploads not connected to an order are retained for 30 days, then deleted.
Content used in a completed order is retained for 1 year for production, customer support and potential reorders.
For full details, please refer to our Privacy Policy

9. Cancellations, Refunds & Changes

A brief summary is provided here. For full details, refer to our Refund Policy, which takes precedence over these Terms.

Free cancellation for 8 hours after purchase provided work has not begun.
Once customisation or video generation starts, the order becomes a personalised item and isnot eligible for a full refund.
If cancelled after work has started but before dispatch, a partial refund may be offered (less the £5 personalisation fee).
After dispatch, refunds are only available if the product is faulty.
Faulty items will be replaced, not refunded, unless otherwise required by law.

10. Website Accounts & Acceptable Use

You may be able to create an account on our website. You are responsible for:

Keeping your login details secure
All actions taken under your account

You must not:

Use the site for unlawful purposes
Upload harmful, explicit, or misleading content
Attempt to hack, tamper with, scrape or disrupt the website
Use automated tools to place orders or access content
Interfere with our operations in any way

We reserve the right to suspend or ban users, including by IP address, where misuse is detected.

11. Our Liability

Nothing in these Terms limits your statutory rights under UK consumer law.

To the fullest extent permitted by law, Our total liability for any claim is limited to the price you paid for the product.

We will not be liable for:

Indirect or consequential loss
Emotional distress
Reputational harm
Loss of data or content
Losses caused by courier delays or external factors

This clause does not limit liability for fraud, personal injury or other matters that cannot be excluded by law.

12. Force Majeure

We may cancel or delay orders where events outside our control occur, including but not limited to:

Supplier failures
Royal Mail strikes
Technical outages
Natural disasters
Illness or emergencies
Import restrictions or shortages

If we cannot fulfil your order due to such circumstances, we will issue a full refund.

13. Contact & Communication

We may contact you using the email address or other details provided at checkout to:

Confirm your order
Request clarification or approvals
Provide delivery updates
Notify you of policy changes

We will not send marketing communications unless you have opted in.

14. Changes to These Terms

We may update these Terms at any time. Changes take effect once published on our website.

Your continued use of our website after changes confirms your acceptance of the new Terms.

15. Governing Law

These Terms are governed by English law, and any disputes will be handled exclusively by the courts of England and Wales.