Terms & Conditions

2.1 Client photo preparation duty. It is the client's sole responsibility to ensure all physical artwork, school certificates and loose photos are taken entirely out of heavy glass frames, albums or plastic sleeves before our vehicle arrives. Items must be loose and accessible in a box, bag or laundry basket.

2.2 3D, craft projects and sentimental cards. We proudly accept 3D macaroni art, school clay sculptures, fragile milestone items, and special birthday, Christmas or milestone cards. Flat greeting or birthday cards are scanned to capture both the front cover art and the interior handwritten family message, counting as a single cohesive piece within your package bracket.

2.3 Chain of custody & liability. We treat your family's irreplaceable history with the highest level of respect, love and care. In the highly unlikely event of structural property damage or asset loss due to fire, studio theft or natural disaster while items are in our care, Tucked Away Keepsakes' total legal liability is strictly capped at a maximum financial remedy equal to a full refund of the package price paid by the client.

3.1 Keepsake Club. The Keepsake Club is a recurring monthly membership. It is governed by the Keepsake Club Membership Terms, which apply alongside these Terms. Where the two differ for the Club, the Keepsake Club Membership Terms apply.

3.2 100% upfront payment requirement. To maintain streamlined home-studio operations and secure commercial printing slots with our external trade suppliers, Tucked Away Keepsakes operates on a strict 100% upfront payment structure. No digital file processing, asset curation, flat-lay photography or commercial printing orders will commence under any circumstances until full payment has been successfully cleared.

3.3 Approved digital payment channels. Payments must be completed directly through our self-hosted web domain using our secure, integrated Stripe Checkout portal. Approved payment methods include credit and debit cards (Visa, Mastercard, American Express), Apple Pay and Google Pay.

3.4 Booking and fulfilment activation. Your custom order is only officially logged into our production queue once Stripe issues a successful transaction receipt. Upon confirmation of payment, an automated text message or email notification will be dispatched to schedule your Tucked Away mobile doorstep pickup date. Our mobile pickup vehicles will not deploy to any residential address until upfront payment validation is complete.

3.5 Custom goods exclusions (no cancellations). In accordance with Australian Consumer Law guidelines governing custom-made, personalised and bespoke goods, all web checkouts are final. Once your mobile doorstep pickup has taken place and your physical memory items have been collected by our studio team, the order is considered active in production. Change-of-mind cancellations, transaction reversals and partial refunds are not available.

4.1 Your library. Every package includes a private, high-resolution digital library. Your library is open from checkout, and for 30 days from the day we send your files you can browse and download it at any time.

4.2 Library Storage. $1.99/month with 50 GB of storage included, then $0.05 per extra GB per month. Nothing is charged after your 30 days unless you choose it. Buying a package does not create a subscription and we never charge a card we have not been asked to charge. To keep your library online after your 30 days, subscribe from your account page, where you can also cancel at any time with no lock-in contract. A subscription starts billing on the day your 30 days end, and every 30 days after that.

4.3 Cancellation & failed payments. Subscriptions can be cancelled at any time through your account page. If you cancel, or a payment is repeatedly declined, your library locks and your share links stop working. Your library locks in the same way if your 30 days end without you subscribing. Your scans are not lost, see 4.4.

4.4 Retention after your library locks. When your library locks, whether you cancelled Library Storage or your 30 days ran out without a subscription, we keep your scans for 12 months from that date. Subscribe within that period and your library is restored exactly as it was. If you do not, your files are permanently and irreversibly deleted from our servers at the end of the 12 months, and Tucked Away Keepsakes holds no liability for data deleted after that point.

5.1 Review window. Before sending your custom layouts to our commercial printing house, we send a private digital review link. It is the client's sole responsibility to review spelling, chronological order, image orientation and text fields.

5.2 Layout finality. Once a client responds with explicit digital approval, the design layout is locked. Tucked Away Keepsakes holds no liability and will offer no refunds for typographical errors, upside-down drawings or design layout mistakes discovered after printing approval is granted.

5.3 Factory defect protection. In accordance with ACCC consumer guarantees, if your printed hardcover book or premium canvas arrives from the press with a genuine manufacturer flaw — for example a torn binding, upside-down cover binding or major ink tracking marks — you are entitled to a full remedy.

5.4 The manufacturer remedy. The client must notify us within 14 days of delivery with photographic proof of the factory damage. We will manage the dispute with our printing partners and manufacture and ship a complete, brand-new replacement copy straight to your doorstep entirely free of charge. Cash refunds are not provided for factory-damaged goods.

6.1 Your personal information. How we collect, use, store and share your family's information is set out in our Privacy Policy.

6.2 Zero-marketing social media guarantee. We respect your family's boundaries. Tucked Away Keepsakes strictly pledges that your children's names, ages, photographs and personal artwork will never be posted on Facebook, Instagram or any public advertising materials unless you say yes when you check out. You can change your answer at any time by sending us a message.

6.3 Address data. Address suggestions on the pickup address form incorporate or were developed using G-NAF © Geoscape Australia, licensed by the Commonwealth of Australia under the Open Geo-coded National Address File (G-NAF) End User Licence Agreement.