Terms of service

The short version

• Only upload photos you own or have the right to use.
• No unlawful or abusive content. Uploads are checked automatically and rejections are final.
• Credits never expire. Archive is up to 100 HD restorations a month, and you can cancel in one click.
• If a restoration fails you are not charged a credit — automatically, with nothing to claim.
• Other refund requests: email us within 14 days.
• Heirloom is an independent product, governed by the law of New South Wales, Australia.

What Heirloom is

Heirloom uses AI models to restore, sharpen, and optionally colourise photographs you upload. You always see the full restored result as a watermarked preview before deciding whether to pay for the HD file. Restoration is automated and probabilistic: results are usually very good, but we can’t promise a particular outcome for a particular photo, and a colourised photo is an informed guess at colour, not a historical record.

Your photos and your rights in them

You keep every right you have in the photos you upload, and you own the restored versions we produce for you. You may only upload photos that you own or that you have permission or another legal right to use — your own family photos, for example, or scans you have been given to restore. You are responsible for the content you upload.

You grant us only the limited licence we need to do the job: to store the photo, send it to our restoration providers, produce the restored version and preview, and show them back to you (and, if you choose to create a share link, to whoever opens that link). That licence ends when the photo is deleted. We never use your photos to train AI, never show them to other users unless you share them, and never use them in marketing. Our privacy policy covers storage and deletion in detail; the short version is that photos auto-delete after 30 days and you can delete them sooner.

Acceptable use and moderation

You must not upload or use Heirloom to create:

• sexual content involving minors, or any content that sexualises a child — we report this to the relevant authorities;
• non-consensual intimate imagery, or sexual content of any real person without their consent;
• content that is unlawful, harassing, threatening, or that incites violence or hatred;
• images you intend to pass off as authentic records for fraud, defamation or deception;
• content that infringes someone else’s copyright, trademark or privacy.

Every upload is screened by an automated moderation check before restoration. If a photo is rejected we will tell you only that it couldn’t be processed; we don’t explain the reason and rejections are final. No credit is used for a rejected photo. We may suspend or close accounts that repeatedly trip moderation or otherwise break these terms. You also agree not to scrape, reverse-engineer, overload, or resell the service, or to use automated tools to bypass rate limits.

Accounts

You don’t need an account to try Heirloom. To download HD files you create one with your email address; we sign you in with a one-tap link and there is no password. You must be at least 16, keep your email account secure, and tell us if you think someone else has used your account. One person, one account — credits and subscriptions are personal and not transferable.

Free previews

Watermarked previews are free. To keep the service fast for everyone there is a daily limit on free previews per visitor; signing in raises it. When you create an account you receive 1 free HD download. We may adjust the free limits, but we won’t remove previews before payment — seeing the result first is the point of Heirloom.

Restoration packs and credits

• A restoration pack is a one-time purchase of 10 HD credits for US$7.99 (about A$12.99; charged in USD, Stripe shows your local total before you pay). It is not a subscription and nothing renews.
• Credits never expire.
• One credit unlocks one photo in HD. Re-downloading a photo you have already unlocked is free.
• Credits have no cash value outside Heirloom and can’t be transferred between accounts.
• Prices may change for future purchases; credits you already hold are unaffected.

Archive subscription

• Archive costs US$9.99 a month (about A$14.99), billed monthly in advance through Stripe, and renews automatically until you cancel.
• It includes up to 100 HD restorations per billing month. That is a quota, not “unlimited”, and we say so plainly. Unused restorations don’t roll over. If you reach the quota you can wait for the next period or buy a pack.
• Archive also includes the private family archive described on the pricing page. Features we have not shipped yet are not promised and not charged for.
• If a payment fails we will retry and email you; if it keeps failing the subscription ends and your archive stays available for the normal retention period.
• If we change the monthly price we will email you at least 30 days before it applies to you.

Failed restorations and refunds

Failed restorations cost nothing, automatically. A credit is only debited at the moment an HD file is unlocked, so a restoration that fails, times out or is rejected by moderation never consumes one. There is no form to fill in and nothing to claim. Archive usage works the same way: only successful HD unlocks count toward the monthly quota.

For anything else — you bought a pack by mistake, were charged twice, or are simply unhappy with what you received — email hello@heirloom.photos within 14 days of the charge and we will sort it out, usually with a full refund. Refunds go back to the original payment method via Stripe. Nothing in these terms limits the guarantees you have under the Australian Consumer Law or equivalent consumer protection laws where you live.

Cancelling

You can cancel Archive at any time in one click from Account → Manage billing, which opens Stripe’s billing portal. There are no retention screens, phone calls or emails to write. Cancellation takes effect at the end of the period you have already paid for; you keep full access until then, and you are not charged again. You can close your account entirely by emailing us — we delete your photos and personal data as described in the privacy policy.

Availability and changes

We aim to keep Heirloom available around the clock but can’t guarantee it; our restoration providers, hosting and payment processor are third parties and occasionally have outages. We may change or retire features, and we may update these terms. If a change materially reduces what you have paid for we will email account holders before it takes effect, and you may cancel for a pro-rata refund of any unused subscription period.

Liability

Heirloom is provided “as is”. Please keep your own copies of original photos — we store uploads for a limited time and are not a backup service. To the extent the law allows, our total liability to you for anything arising out of these terms or your use of Heirloom is limited to the amount you paid us in the 12 months before the claim, and we are not liable for indirect or consequential loss. Nothing here excludes liability that cannot be excluded by law, including under the Australian Consumer Law. You agree to cover us for claims by third parties arising from content you upload in breach of these terms.

Independence

Heirloom is an independent product and is not affiliated with any other photo app. Any other product names that may appear in user content or comparisons belong to their respective owners and imply no endorsement or relationship.

Governing law

These terms are governed by the laws of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of the courts there. If you are a consumer in another country you keep any mandatory protections of your local law. If any part of these terms is found unenforceable, the rest still applies.

Contact

Questions about these terms, refunds or your account: hello@heirloom.photos. See also the contact page and our privacy policy.