Terms & Conditions

These terms apply to all services provided by Retold.
By proceeding with a project, you agree to the following.

1. The Service

Retold provides a bespoke documentary film service, creating personal films that capture the stories, character and experiences of individuals and families.

Each project is unique and shaped collaboratively with the client.

2. Project Agreement

A project is considered confirmed once:

  • a proposal or scope has been agreed

  • and the client has confirmed acceptance (written confirmation is sufficient)

These Terms & Conditions form part of that agreement.

3. Fees and Payment

  • All pricing is agreed in advance of the project

  • Payment structure (e.g. deposit / staged payments) will be outlined in the proposal

  • Final deliverables may be withheld until payment is complete

4. Creative Approach

Retold provides a guided, collaborative process.

While client input is welcomed, final creative decisions regarding:

  • editing

  • structure

  • pacing

  • overall presentation

…remain the responsibility of Retold.

This ensures the integrity and quality of the final film.

5. Filming and Scheduling

  • Filming dates are agreed in advance

  • Where sessions need to be rescheduled, reasonable notice should be given

  • Retold will make all reasonable efforts to accommodate changes

In cases involving health or sensitive circumstances, flexibility will be applied wherever possible.

6. Editing and Revisions

The editing process is an essential part of shaping the film. A reasonable level of revision may be offered, as outlined in your proposal

Final approval will be confirmed once the client accepts the completed film, after which any further changes fall outside the standard revision process. Where significant further changes are requested after completion, Retold reserves the right to quote separately for additional work.

7. Emotional Sensitivity and Content Changes

Retold projects involve personal stories, memories and conversations that may carry emotional weight.

It is understood that, following filming or during the editing process, clients may reconsider certain content and wish for it to be removed or adjusted.

Reasonable requests to:

  • remove specific sections

  • adjust tone or emphasis

  • or exclude particular material

…will always be accommodated where possible, particularly where requests are made during the agreed editing and revision process.

However:

  • Requests made after final approval, or significantly outside the agreed revision period, may be subject to additional work and cost

  • Extensive structural changes (such as major re-editing or reworking of the film’s direction) may be treated as a new phase of work

Retold will always aim to handle such situations with sensitivity and fairness, while maintaining reasonable limits around scope and workload.

8. Client Responsibilities

The client agrees to:

  • Provide accurate and appropriate information for the project

  • Ensure they have the right to share any materials supplied

  • Inform Retold of any sensitivities or restrictions

9. Archive Material

Where photographs, video, audio or documents are provided:

  • The client confirms they have permission to use this material

  • Retold is not responsible for verifying copyright ownership

Materials will be handled with care but remain the responsibility of the client.

10. Music and Copyright

Films may include:

  • licensed music

  • client-provided recordings

  • or meaningful personal audio

Where copyrighted material is used:

  • it is typically intended for private use only

Retold does not guarantee that the film can be:

  • publicly distributed

  • uploaded to online platforms

  • or used commercially

The client is responsible for how the final film is used or shared.

11. Ownership and Usage

Final Film

  • The client receives a licence for personal, private use

  • The film is intended for family viewing and legacy purposes

Raw Footage

  • Raw footage remains the property of Retold

  • It may be provided at discretion or as part of an agreed package

12. Storage and Archival Responsibility

Retold:

  • securely stores project files during production

  • retains raw footage for a limited period after completion

After this period:

  • long-term storage of raw materials becomes the responsibility of the client

Retold will:

  • provide guidance on preserving the final film

  • suggest appropriate archival solutions

However:

  • long-term preservation is ultimately the responsibility of the client

13. Confidentiality

All projects are treated as private.

Retold will not:

  • share

  • publish

  • or use project material

…without explicit permission.

If permission is granted:

  • this will always be agreed in advance

  • and can be withdrawn where reasonable

14. Liability

Retold will:

  • take reasonable care in all aspects of production and delivery

However, Retold is not liable for:

  • loss of data beyond reasonable control

  • client-supplied material becoming unavailable

  • issues arising from how the final film is stored or shared

15. Cancellation

If a project is cancelled:

  • work completed to date may be charged

  • deposits may be non-refundable (as outlined in proposal)

Where possible, reasonable solutions will be discussed.

16. Force Majeure

Retold is not liable for delays or inability to deliver services due to circumstances beyond reasonable control, including:

  • illness

  • technical failure

  • unforeseen events

17. International Clients

Where clients are based outside the UK:

  • projects will still be governed by UK law

18. Governing Law

These terms are governed by the laws of England and Wales.

19. Updates

These terms may be updated periodically.
The current version will always be available on the Retold website.