Terms of service
TERMS OF SERVICE
Heart in a Song
Last updated: 14 August 2026
Welcome to Heart in a Song. These Terms and Conditions apply when you purchase a personalised song or use our website. By placing an order with Heart in a Song, you agree to these Terms and Conditions. Please read them carefully before purchasing.
1. About Heart in a Song
Heart in a Song creates personalised songs based on information, memories, stories and preferences provided by customers. Each order is individually created using the information submitted through our song questionnaire.
Our standard personalised song package currently includes:
- One personalised song
- Personalised lyrics based on the information you provide
- Your selected musical style, mood and voice preference
- A high-quality MP3 of the finished song
- A PDF copy of the personalised lyrics
- A Certificate of Personalisation
- Personalised cover artwork
- One reasonable revision
- Digital delivery within 24 hours of receiving your completed song questionnaire
The exact contents, price and delivery terms applicable to your purchase will be those displayed on our website when you place your order.
2. Placing an Order
To create your personalised song, you will be asked to provide information about the person the song is for, your relationship to them, memories, stories, names, occasions, musical preferences and other details.
You are responsible for ensuring that the information you submit is accurate. We create your song based on the information you provide.
We cannot be responsible for inaccuracies resulting from incorrect, incomplete or misleading information submitted with your order.
Please check names, spellings, dates and other important details carefully before submitting your questionnaire.
3. Price and Payment
The price payable is the price displayed on the checkout page when your order is placed.
Our current introductory price may be £39.00, but promotional pricing may be changed or withdrawn for future orders at any time.
Any change in price will not affect an order that has already been successfully placed and paid for.
Payment must be completed before work begins on your personalised song.
Heart in a Song is a one-time purchase and not a subscription unless explicitly stated otherwise at checkout.
4. Creating Your Song
Your personalised song is created using the stories, memories, information and creative preferences you provide.
You understand that songwriting and music production involve creative judgement. Your finished song may therefore not reproduce your requested wording literally unless particular wording has been specifically agreed as essential.
We may adapt wording, sentence structure, chronology or other details where reasonably necessary to create lyrics that work naturally within a song.
We will, however, make reasonable efforts to preserve the meaning, important details and emotional intention of the information you provide.
5. Musical Style and Voice
Where we allow you to select a genre, mood, musical direction or voice preference, these selections are used as creative guidance.
Examples, demonstrations and sample songs on our website illustrate the general quality and range of work available.
They do not guarantee that your finished song will sound identical to a particular sample. Every personalised song is different.
6. Delivery
Unless otherwise stated when ordering, we aim to deliver completed personalised orders within 24 hours of receiving your completed song questionnaire.
The 24-hour delivery period begins when we have received the completed questionnaire containing the information required to create your personalised order.
The 24-hour delivery period does not begin at the time payment is made.
Your completed order will normally be delivered electronically to the email address you provide. Please ensure that your email address is correct.
If information provided in the questionnaire is missing, unclear, incomplete or requires clarification, the delivery period may be paused and will resume once we have received the information necessary to continue creating your order.
Occasionally, circumstances outside our reasonable control may cause a delay. If a significant delay occurs, we will make reasonable efforts to contact you as soon as possible.
7. Revisions
Your order includes one reasonable revision.
A reasonable revision may include:
- correcting a factual detail;
- correcting a name or pronunciation where reasonably possible;
- adjusting a lyric or phrase; or
- making another reasonable minor change based on the information originally provided in your questionnaire.
The included revision does not cover a request for a completely new song, a different recipient or story, a substantial change to the information originally provided, or a substantial change to the overall musical concept or creative direction after the song has been created.
Requests that amount to a new song or substantially different creative direction may require a new order or an additional charge.
Any additional charge will be agreed with you before additional work is carried out.
Where a correction is required because we have made an error or the delivered order does not reasonably reflect information correctly provided in your questionnaire, we will not treat that correction as your included revision.
8. Immediate Commencement, Cancellation and Refunds
Each Heart in a Song order is a personalised service created specifically for you using the information, memories, preferences and other details you provide.
Because we aim to begin creating personalised orders promptly, during checkout you will be asked to expressly request and agree that work on your personalised order may begin immediately, before the end of the standard 14-day cancellation period.
Cancellation after work has begun
If you request cancellation after work on your personalised order has begun but before the service has been fully performed, you may be required to pay a proportionate amount for the work already carried out up to the time you notify us of your cancellation, where permitted by applicable consumer law.
Once the service has been completed
Once the personalised service has been fully performed, where you expressly requested that performance begin during the cancellation period and acknowledged that you would lose your right to cancel once the service had been fully performed, your statutory right to cancel will end.
Digital content
Your completed order includes digital content, including your personalised song and accompanying digital materials.
Where personalised digital content is supplied to you during the statutory cancellation period, you will be asked to expressly consent to supply beginning and acknowledge that beginning the supply of that digital content may result in the loss of your statutory right to cancel in accordance with applicable consumer law.
Change-of-mind refunds
Because each order is individually created for a particular customer, we do not offer refunds simply because you change your mind once the applicable statutory cancellation right has ended.
We also cannot normally provide a refund simply because you decide after creation that you would have preferred a different genre, mood, voice, creative direction or other subjective artistic choice where the delivered order reasonably reflects the information and preferences you originally provided.
Where appropriate, your included reasonable revision may be used to address eligible minor changes.
Your statutory rights
Nothing in these Terms removes or limits your statutory consumer rights.
If your personalised order is faulty, materially not as described, has not been supplied with reasonable care and skill, or you otherwise have a legal right to a remedy, please contact us at hi@heartinasong.com.
Depending on the circumstances and your legal rights, an appropriate remedy may include a correction, revision, replacement, repeat performance, price reduction or refund.
9. Customer-Supplied Information
You confirm that you have the right to provide any text, photographs, names, stories, information or other materials submitted to us.
You must not submit material that:
- infringes another person's intellectual property rights;
- is unlawful;
- is threatening or abusive;
- is defamatory;
- unlawfully violates another person's privacy; or
- is otherwise illegal for us to use.
You remain responsible for the information and materials you provide.
10. Personal Information and Privacy
We need certain personal information to process your payment, communicate with you and create and deliver your personalised order.
We will handle personal information in accordance with our Privacy Policy and applicable data-protection law.
Please see our Privacy Policy for further information about how we collect, use and protect personal information.
11. Intellectual Property
Heart in a Song retains ownership of its website, branding, templates, systems, designs and other intellectual property belonging to the business.
Subject to these Terms, customers may use their completed personalised song and accompanying personalised materials for their own personal, non-commercial purposes.
This includes listening to the song, sharing it with friends and family, playing it at personal celebrations and giving it to the intended recipient.
Commercial exploitation, resale, licensing, redistribution for profit or use of the song in commercial advertising or business activities requires our prior written permission unless commercial rights were specifically included in your purchase.
12. Sharing Your Song
You may share your personalised song privately or publicly for personal purposes, including on personal social-media accounts, subject to the rules of the relevant platform.
You are responsible for ensuring that anything you publish does not violate another person's privacy or other legal rights.
13. Samples and Promotional Use
We will not treat your purchase as automatically granting us unrestricted permission to publicly disclose private personal information contained in your order.
If we wish to feature a personalised song, customer story, testimonial or identifiable customer material in promotional content beyond any permissions already obtained, we may request permission where appropriate.
14. Certificates
The Certificate of Personalisation supplied with an order is intended as a commemorative part of the gift.
It confirms that the song was created as a personalised order for the recipient identified in the certificate.
It is not a legal certificate of ownership, copyright registration or government-issued document.
15. Website Availability
We make reasonable efforts to keep our website available and functioning correctly.
We cannot guarantee that the website will always be uninterrupted or completely free from technical errors.
We may occasionally modify, suspend or update parts of the website where reasonably necessary.
16. Our Responsibility to You
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
In particular, these Terms do not exclude or restrict statutory consumer rights or any liability that cannot legally be excluded or restricted.
17. Events Outside Our Control
We will not be responsible for delays caused by circumstances outside our reasonable control.
Where such circumstances materially affect an order, we will make reasonable efforts to minimise the delay and communicate with the affected customer.
18. When We May Refuse or Cancel an Order
We reserve the right to refuse or cancel an order where we reasonably believe that fulfilling it would:
- break the law;
- infringe another person's rights;
- contain seriously abusive or harmful material;
- be technically impossible to fulfil; or
- otherwise require us to create material we reasonably cannot provide.
If we cancel an order and you are not responsible for the cancellation, we will provide any refund or other remedy required in the circumstances.
This section is separate from a customer's request to cancel an order, which is dealt with in Section 8: Immediate Commencement, Cancellation and Refunds.
19. Complaints
If something is wrong with your order, please contact us at hi@heartinasong.com.
We want customers to receive the personalised product they reasonably expected based on the information and options provided when ordering.
Where appropriate, we will investigate the issue and may offer a correction, revision, replacement or another remedy depending on the circumstances and your legal rights.
20. Changes to These Terms
We may update these Terms and Conditions from time to time.
The Terms applicable to your purchase will generally be those in effect when you place your order, except where a change is required by law.
The date at the top of this page shows when these Terms were last updated.
21. Governing Law
These Terms are governed by the applicable laws of the United Kingdom, subject to any mandatory consumer protections that apply to you based on where you live.
Nothing in these Terms removes any rights you may have under mandatory consumer-protection law.
22. Contact Us
If you have questions about these Terms, your order, cancellation, a refund request or your personalised song, please contact:
Heart in a Song
Website: www.heartinasong.com
Email: hi@heartinasong.com