Terms and Conditions

Last Updated: 18 July 2025

1. Introduction

• Welcome to time2letgo.co.uk / time2letgo.com. By accessing our website and using our services, you agree to comply with and be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our website.
  
  
  

2. About Our Services

time2letgo provides online pet memorial services, personalised pet remembrance products, and support resources for pet loss. Our offerings include but are not limited to:

• Online pet memorial walls
• Personalised pet remembrance poems
• Memorial photo frames and other keepsakes
• Pet loss email support
• Pet readings

3. Copyright and Intellectual Property

• All content on the Site, including text, images, graphics, videos, and other media, is owned by time2letgo or its licensors and is protected by copyright laws.
• You may not copy, distribute, or reproduce any content without our prior, express written consent.

4. Use of Website and Content

• You may use the Site for personal, non-commercial purposes. You are responsible for your use of the Site and agree not to engage in any unlawful or prohibited activities, including copying, distributing, or altering content without proper authorisation.
• You may submit information and photos for use with our online products such as our memorial walls. By doing so, you grant us permission to display this content on our website, in promotional materials, and for any related purposes in connection with the services we offer.
• You retain ownership of your submissions and may request removal at any time.
• By purchasing or submitting any content (such as photos, stories, or descriptions), you grant time2letgo a license to use, edit, and display that content in connection with the services provided.
  

5. Ordering and Personalisation

• Some of our products require customer input, such as photos, names, or short phrases. Customers are responsible for ensuring all submitted content is accurate.
• Orders are processed based on the information provided, and any errors in submission may affect the final product.
• We reserve the right to reject any submission that contains inappropriate, offensive, or copyrighted material.

6. Payment and Pricing

• Payments are processed securely via PayPal, and payments are subject to PayPal’s terms and conditions. By completing a purchase, you agree to pay the applicable fees and taxes for the services/products ordered.
• All prices are listed in GBP (£) and may be subject to change without prior notice.
• Orders are only confirmed once payment is received.

7. Delivery and Turnaround Times

• Digital products (such as online memorials and personalised poems) are typically notified as completed via email and delivered via the time2letgo platform within the estimated time frame(s) on product pages and as stated at checkout.
• Physical products (such as photo frames) are dispatched via our chosen delivery service. Estimated shipping times are provided but may vary.
• time2letgo is not responsible for delays caused by postal services, customs, or other external factors.

8. Cancellations, Returns, and Refunds

• Due to the personalised nature of our products, we do not accept returns or issue refunds unless there is a fault with the product.
• If you experience an issue with your order, please contact us within 7 days of receiving it so we can assist you.
• Refunds (if applicable) will be issued via the original payment method.
  

9. Comments and Community Guidelines

• All tributes, comments, and shared memories should be expressed with kindness and sensitivity. This is a safe place for people who are grieving. Any disrespectful or harmful content will be removed at our discretion.
• Our digital features – including the ability to light candles, choose tribute icons, or post memories – are designed to honour your pet and connect you with others. These may be moderated to ensure a peaceful and meaningful environment for everyone.
• By posting a comment, you agree to keep your language respectful and refrain from posting offensive, defamatory, or harmful content.
• We reserve the right to moderate, edit, or remove any comments that violate our guidelines or are deemed inappropriate.
• Spam, self-promotion, or irrelevant links may be removed without notice.
• Users remain responsible for the content they post. time2letgo is not liable for any user-generated content.

10. Privacy and Data Protection

• We are committed to protecting your privacy. Personal information provided during the ordering process will be used solely for order fulfillment and communication.
• We do not share customer data with third parties, except where necessary for processing orders (e.g., payment providers, delivery services).

11. Use of Technology in Service Delivery

• Some aspects of our services may be assisted by advanced technology to enhance personalisation and creativity.
• We utilise these tools to help create meaningful and tailored content. We ensure that each service is thoughtfully crafted with personal oversight to ensure that the services remain compassionate, respectful, and tailored to your needs and the high standards of time2letgo.
• By using our services, you acknowledge that technology may play a role in delivering some of the content provided. We remain committed to ensuring the quality, care, and integrity of all materials shared with you.

12. Limitation of Liability

• While we strive to provide a high-quality service, time2letgo is not liable for any indirect, incidental, or consequential damages arising from the use of our website or products.
• We are not responsible for any issues or damages arising from third-party websites or services.
• Our services are intended for comfort and support but are not a substitute for professional grief counselling or medical advice.

13. Changes to These Terms

• We reserve the right to modify these Terms of Service at any time. Any changes will be posted on this page with an updated “Last Updated” date.
• Continued use of the Site after changes are made constitutes acceptance of those changes.

14. Contact Us

If you have any questions about these Terms and Conditions, please email us at [email protected] or write to us at: Lychett House, 13 Freeland Park, Wareham Park, Lychett Matravers, Poole, Dorset, England, BH16 6FA