Terms & Conditions

1. Service provider and written agreement

Services are provided under the Remembrance Films（念 · 影像）brand. The legal business name, registration details and payment recipient are to be confirmed and must be provided in the formal quotation before payment.

Dates, venues, crew, coverage, fees and deliverables follow the quotation and service arrangements agreed in writing. All fees and material terms must be provided before booking. Confirmed prices or scope cannot be changed unilaterally. Written confirmation may be recorded in a quotation, email or mutually accepted WhatsApp messages.

2. Service area and outstation coverage

Standard packages cover locations within a 40 km service range in the Klang Valley. The starting location and method of measuring this distance are to be confirmed in writing before booking. Coverage outside the agreed range incurs additional travel and accommodation charges, agreed in advance.

The quotation must state whether parking, tolls, accommodation where applicable and other expenses are included. Unagreed charges will not be added without the client’s consent. The covered locations and boundaries must be specified in the quotation.

3. Booking, deposit and balance

Availability, scope, quotation and payment arrangements must be agreed first. A booking is confirmed after the agreed deposit is received and we issue written confirmation. An enquiry or a message generated on this website does not confirm a booking.

A 50% deposit is payable, with the remaining 50% as the balance.

Payment deadlines remain to be confirmed: the proposed deposit deadline is 1–2 days before filming begins, and the balance is proposed to be due within 1 day after the final agreed shooting day.

Bookings made less than 1 day before the service require a quotation based on the actual requirements and a separately agreed payment schedule. Any urgent-arrangement surcharge must be disclosed and accepted in advance.

We provide payment confirmation or a receipt. The deposit is credited towards the total service fee. Cancellation and refund arrangements follow Section 5 and applicable law.

4. Coverage hours, scope and overtime

The single-day videography package covers 4–6 hours. The quotation must specify the start and finish times. Two-day and three-day bookings must specify the daily hours, locations and key moments; multi-day coverage does not mean continuous 24-hour attendance.

Photography-only services include 200–500 colour-adjusted photographs, delivered through a cloud download link. Photography coverage hours must be agreed in writing before booking.

Whether waiting time, travel between venues and transfers count towards coverage hours must be agreed in advance. Cremation, burial or other moments extending beyond the agreed time require a discussion of availability and fees.

Overtime requires written approval from the client’s designated contact. Overtime rates and billing units are to be confirmed before booking; charges will not be added unilaterally after the event.

We understand that families may wish for more photographs or footage. We welcome an early conversation and will consider adjustments where feasible. Final coverage hours, deliverables and overtime arrangements remain subject to written agreement.

5. Cancellation and rescheduling

Please notify us in writing as early as possible if the ceremony is cancelled or its date or venue changes. Rescheduling requires confirmation of availability, scope and fees. The original booking does not automatically reserve a new date.

If the client cancels a confirmed booking, the paid 50% deposit is generally non-refundable. This does not apply where we cannot provide the agreed service, and does not exclude refunds or other remedies required by applicable law. The outcome must take account of the reason for cancellation, services already performed and applicable law.

If we cannot fulfil the booking, we will notify the client promptly. A replacement team requires the client’s agreement and cannot be imposed. If no alternative is agreed, payments for services not provided will be refunded, with any other responsibilities handled under applicable law.

6. Family contact, venue permission and recording boundaries

The client should appoint one authorised family member or contact to coordinate the ceremony, recording restrictions and changes with our team and the funeral coordinator.

Venue and religious rules for photography, filming and audio recording must be checked before coverage. Close views of the deceased, children, guest close-ups and anyone who does not wish to be recorded must be handled according to specific consent and arrangements. One family member’s signature does not constitute unlimited consent from every attendee.

We work respectfully and with minimal disruption. Where venue rules, unexpected recording restrictions, obstructions or safety concerns affect coverage, we will communicate with the designated contact and consider reasonable alternatives. We cannot guarantee every requested shot in all conditions.

7. Deliverables, delivery method and timing

The quotation must specify photo quantity or selection criteria, basic editing, video versions and lengths, resolution, file formats and delivery method.

Current edited video lengths are 5–10 minutes for one day, 10–20 minutes for two days and 20–30 minutes for three days. A highlight edit is not a continuous, unedited recording of the entire ceremony. A full-length version requires a separate prior written agreement.

Photo delivery deadlines, the first video draft deadline and their starting dates are to be confirmed. If late materials or approvals from the client affect delivery, we will explain the impact and agree a new date in writing. Other delays will also be communicated promptly, without indefinite extensions.

The quotation must individually state whether RAW photos, all original footage, editing project files, albums, USB drives, livestreaming or additional video versions are included. These are not automatically included.

8. Revisions and checking the final work

Included video revision rounds, the feedback deadline and additional revision charges are to be confirmed in the quotation.

Please consolidate each round of feedback through the designated contact to avoid conflicting requests. Revisions may include names, dates, subtitles and changes within the agreed scope. A new edit structure, longer film or additional version requires a quotation and approval first.

Errors by our team in names, dates or subtitles that differ from the information confirmed by the client will be corrected without using a paid revision allowance. A delayed reply does not automatically waive statutory rights or constitute acceptance of defective work.

9. Privacy of client images

Client photographs and videos are delivered privately. Our team will not publish or share client funeral photographs or videos on social media, even if the family is willing to give permission.

A booking does not authorise use of client images for website promotion, AI recreation or AI model training. Any AI processing or website display based on client material requires a separate, explicit agreement about the purpose, scope and appropriate consent, while respecting our policy against social media publication.

Before collecting relevant personal data, a separate privacy notice must explain the business identity, data collected, purposes, sources, third-party and cloud processing, retention and contact methods for access, correction and complaints. This section does not replace that notice or imply that all privacy permissions have already been obtained.

10. File retention, downloads and deletion

Download links are valid for 30 days. Original material is retained for 30 days. Final deliverables are retained for 30 days. The separate starting dates for these three periods are to be confirmed in writing before booking and communicated again at delivery.

Please download and independently back up your files promptly after delivery. Files are retained according to the agreement and applicable law; permanent storage is not promised. Deletion or extension arrangements after expiry must be explained in advance. This does not exclude responsibility for a failure to exercise reasonable care during the agreed retention period.

11. Rights in photographs, films, family materials and music

Ownership of commissioned work, the family’s copying and sharing permissions, and restrictions on third-party material must be specified in writing and checked against applicable law. Payment does not automatically settle every ownership or licensing question.

The family must have appropriate permissions for supplied old photographs, footage, text and music. We must check the necessary permissions before production. Buying a song or subscribing to a music platform does not by itself grant permission to include that song in a film.

Appropriately licensed music options can be offered. If a requested song lacks the necessary permissions, we will explain the limitations and alternatives. Any third-party licence fees must be agreed before use. Responsibility for infringement is not automatically transferred entirely to the client.

12. Staffing, technical problems and events beyond our control

If staff emergencies, equipment or storage failure, severe weather, venue closure or other events affect the service, we will take reasonable preventive, backup and loss-reduction measures and notify the client promptly.

Depending on the impact, we will discuss substitute crew, adjusted coverage, rescheduling, remedies or a refund for services not provided. Events beyond our control do not remove all responsibility, and general exclusions cannot remove responsibilities imposed by applicable law.

13. Feedback, disputes and statutory rights

For questions about coverage or your deliverables, contact us on WhatsApp at +60 11-5665 2752 and describe the issue and assistance needed. Both parties will first seek a reasonable solution through written communication.

The service agreement is governed by Malaysian law. It does not exclude or limit rights that cannot lawfully be excluded, and no claim of a unilateral final interpretation replaces mutual discussion or statutory dispute-resolution routes.

14. Quotation and acceptance of terms

A formal quotation must be provided before payment, with a record of the client’s agreement to scope, total fees, payment, cancellation, rescheduling and privacy arrangements. Material changes require written agreement by both parties.

Where a funeral service provider books on a family’s behalf, the contracting party, payer, authorised family contact, recipient of the deliverables and arrangements for cancellation, rescheduling and personal data must be specified separately. Payment by a funeral provider does not automatically entitle it to receive or publish family images.