The small print, kept simple

Booking terms

Last updated: October 2026

Who we are

The Memory Room Experience is run by THE MEMORY ROOM LTD, company number SC872248, Brandon Works, 52 Merry Street, Motherwell ML1 1JJ. Phone 07888 869284, email [email protected]. Prices shown are the total you pay.

Booking a film

  • A £100 deposit reserves your filming date. The balance is due before your filming day (we invoice 3 days before).
  • Your 14-day right to cancel: you can cancel within 14 days of booking for a full refund, including your deposit. If you ask us to film within those 14 days and then cancel, we’ll refund you minus a fair amount for any work already done. Once your film is complete, the right to cancel ends.
  • After 14 days: your deposit covers the time we’ve reserved and the planning we’ve done, so it isn’t refundable, but we’ll always move your date if your plans change. Any balance you’ve paid is refunded in full if you cancel more than 7 days before filming.
  • If we ever have to cancel, you’ll get a new date of your choice or a full refund.
  • Bespoke films (Celebration Films and Family Legacy Archives) are quoted in writing after your story call. The quote is the price.
  • We film at our Motherwell studio or at home across the central belt and wider Scotland. Travel within the central belt is included in the Signature Story; for homes further afield we include travel in your quote before you book.
  • Before filming, everyone who appears on camera signs our consent form, which records exactly how the film may be shared.

Your film

  • Your first draft arrives within 24–72 hours of filming and the finished film within 7 days. Up to two rounds of changes are included.
  • We make every film with reasonable care and skill. In the rare event that recording fails, we’ll re-film free of charge or refund you in full.
  • Your private download link stays live for 30 days, and your film is also delivered on a USB in your keepsake box. The Memory Vault (£195, one-off) keeps your film safe in our archive for 25 years.
  • Who owns it: we hold the copyright in the edited film, and you and your family have a permanent licence to keep it, copy it, share it privately and play it anywhere, including at a birthday, wedding or funeral. You can’t sell it or use it commercially.
  • Your film is private. We never share any part of it publicly unless everyone who appears has given written permission on their consent form, and you can withdraw that permission at any time.
  • If you send us photos, videos or messages for your film, you confirm you’re happy for us to use them in it. We use them only for your film.

Story Books & Question Cards

  • Books are printed to order in the UK and delivered to UK addresses only. Delivery is £3.95.
  • You can cancel within 14 days of receiving your order. Return it unused and in its original condition (return postage is yours to pay) and we’ll refund you within 14 days of getting it back.
  • If anything arrives damaged, misprinted or not as described, tell us and we’ll replace or refund it, including postage.
  • The £50 film credit inside each book is valid for 12 months, one per film, and has no cash value.

Gift vouchers

  • Valid for 12 months from purchase, and can be used towards any film or book.
  • If the film costs more than the voucher, the difference is paid at booking.
  • You can cancel an unused voucher within 14 days of buying it for a full refund. After that, vouchers have no cash value.

Paying with Klarna

If you choose Klarna at checkout, your payments are arranged by Klarna and covered by Klarna’s own terms. Your rights with us stay exactly the same.

If something isn’t right

Please tell us first: call 07888 869284 or email [email protected] and we’ll put it right. None of these terms affect your legal rights as a consumer. These terms are governed by Scots law.