Terms of sale
The simple version: we make a living portrait of your dog, you choose the picture we bring to life, and if anything isn't right we'll put it right.
Last updated 15 October 2026. These terms don't affect your legal rights as a consumer.
1. Who we are
Living Frames is run by Lloyd Bryde-Evens, a sole trader, at 13 Filkins Lane, Chester CH3 5LG, United Kingdom. Email: hello@livingframes.co.uk.
2. What you're buying
A living portrait: a gentle, looping film of your dog in the room you choose, made from the photos you send us. You receive it as four video files to download, shaped for a TV (16:9), a digital photo frame (16:10), a tablet held sideways (4:3) and a phone held sideways (2:1). The portraits are made with the help of AI tools, guided by your photos and notes, so each one is a new picture of your dog rather than a copy of a photo.
3. Ordering and paying
The price is shown on the order page and is paid in full when you order, through Stripe. Your order is accepted when your payment goes through and we email you to say your portrait is under way. Customers in the UK pay us directly, in pounds. If you order from outside the UK, your payment is taken by Link, a Stripe company, which sells the portrait on to you: for that payment Link is the seller of record, works out and pays any local tax, sends your receipt and helps with payment questions, and Link's own terms also apply. Where we can, the price is shown in your currency, and any local tax is worked out at checkout. There are a few countries we can't take orders from. If you pay through our UK checkout with a billing address outside the UK, we release the hold on your card without charging you and ask you to pay through the international checkout instead.
4. Your photos
Please only send photos you took, or have permission to use. We use them only to make your portrait, as described in our privacy notice, and delete them 30 days after your portrait is delivered.
5. Choosing your portrait
We'll email you when your portraits are ready to choose from, usually within a day. If none of them feels like your dog, tell us what to change and we'll make new ones; you can do this up to two more times on your order page, and after that we'll work it out with you by email.
6. Cancelling
You can cancel at any time before you choose your portrait, for a full refund. Just email us. If you paid through Link, Link may also refund a payment under its own policies.
When you choose your portrait, we ask you to tick a box to confirm that you'd like us to start bringing it to life straight away, and that you understand you'll lose your 14-day right to cancel once we've started. This is because your portrait is digital content made just for you. We confirm this by email. Your rights in section 7 still apply.
7. If something isn't right
Your portrait should be as described, work as it should, and be of good quality. If it isn't, tell us within 30 days of your download being ready and we'll put it right: we'll fix it or make it again, and if we can't, we'll give you a full or partial refund. This is in addition to your legal rights under the Consumer Rights Act 2015.
8. Downloading and keeping your portrait
Your files can be downloaded from your order page for a year. Please save a copy somewhere safe: after that we may no longer be able to supply them.
9. Using your portrait
Your portrait is for you to enjoy: play it at home, give it as a gift, and share it with family and friends. Please don't sell it or use it to advertise a business. We won't use your portrait or photos in our own marketing unless you tell us we may.
10. Our responsibility to you
We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not taking reasonable care. We're not responsible for loss that wasn't foreseeable, or for business losses. Nothing here limits our responsibility where the law doesn't allow it to be limited, including for death or personal injury caused by our negligence, or for fraud.
11. Problems and complaints
If you're unhappy with anything, email hello@livingframes.co.uk and we'll do our best to sort it out quickly.
12. The law
These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts where you live.