Terms of service
Last updated: October 22, 2026.
1. Who we are and accepting these terms
1.1 Told Again is operated by Told Again LLC, carrying on business as Told Again, reachable at support@toldagain.ca ("Told Again", "we", "us").
1.2 These terms apply to every visit to toldagain.ca and every order placed with us. By ticking the acceptance box before checkout, or by placing an order, you agree to them.
1.3 If you do not agree, please do not place an order.
1.4 If you live in Quebec, nothing in these terms limits a right you have under the Consumer Protection Act or the Civil Code of Québec. Where a clause conflicts with such a right, that right applies.
2. Definitions
- Book: the personalized hardcover photo book we design and have printed for you.
- Content: every photo, name, relationship, caption, dedication or other material you send us.
- Intake form: the form you complete after purchase to send us your Content.
- Proof: the digital preview of every page of your Book that we send for approval.
- Approval: your written confirmation, by email or through our form, that the Proof is correct and may be printed.
- Recipient: the person the Book is made for.
3. Who may order
3.1 You must be at least the age of majority in your province or state to place an order.
3.2 You must give accurate contact, billing and delivery information. We are not responsible for delays or losses caused by incorrect information you give us.
3.3 We sell to customers with a delivery address in Canada or the United States. We may accept other destinations at our discretion and at the shipping price quoted.
4. The product and what personalization means
4.1 Each Book is an 8 × 8 inch (20 × 20 cm) hardcover of 30 pages, printed on demand by our production partner, in Canada for Canadian orders and in the United States for US orders. Product details on the product page form part of these terms.
4.2 We design the layout using your Content and our design style: one person or group per page, with the names and relationships you provide. Design choices such as fonts, colours, crops, order and layout are made by us unless you request a specific change during the revision round.
4.3 Photos and screens differ. Colours, brightness and sharpness in the printed Book may vary slightly from your screen and from the Proof. Small variations in colour, trim and binding are normal in printing and are not defects.
4.4 Print quality depends on the photos you send. We will tell you if a photo is too small or blurry to print well. If you still want it used, you accept that it may print soft or pixelated, and this is not a defect.
4.5 The Book is a keepsake and a conversation aid. It is not a medical device, therapy or treatment, and we make no claim that it improves memory or any health condition.
5. Orders, prices, payment and taxes
5.1 Prices are in Canadian dollars (CAD) for delivery addresses in Canada and in US dollars (USD) for delivery addresses in the United States. They include standard shipping within Canada and within the United States unless the product page says otherwise. Applicable taxes are shown at checkout before you pay.
5.2 Your order is an offer to buy. A contract is formed when we send the order confirmation email, which includes a copy of these terms and your order details.
5.3 Payment is taken in full at checkout through our payment processor. We do not store your full card details.
5.4 We may refuse or cancel an order before production if the price or product was displayed in error, if we suspect fraud, or for a reason in section 10. In that case we refund the full amount paid within 15 days.
5.5 Promotional codes are single-use unless stated, cannot be combined unless stated, have no cash value, and cannot be applied to past orders.
5.6 We may change prices and products at any time. A change never affects an order already confirmed.
6. Your photos and content
6.1 You keep ownership of your Content. We claim no rights to it beyond what we need to make and deliver your Book.
6.2 Licence to us. You give us, and our production and service providers, a limited, non-exclusive, royalty-free licence to store, copy, edit, crop, retouch, lay out and print your Content, solely to design, produce, deliver, reprint and support your order.
6.3 Your promises. By sending Content, you confirm that:
- you took the photos yourself, or you have permission from the person who owns them;
- every identifiable person in the Content, or their legal representative, has agreed to appear in the Book, or the Content is a private family photo used for a private family gift;
- the names, relationships and spellings you give us are correct;
- the Content is not illegal and does not breach section 10.
6.4 Responsibility for Content. We do not check who owns your photos. You are responsible for any claim that your Content infringes someone's copyright, privacy or image rights, and section 14 applies.
6.5 Accuracy is yours. We copy names, dates and text as you send them. Errors in what you send, and errors you approve on the Proof, are not our errors.
6.6 Keep your originals. Send copies, not your only print or file. We are not responsible for the loss of Content you send us, physical or digital.
6.7 Use in our marketing. We will never show your Book, your photos or anyone in them publicly without your separate written consent. Giving or refusing that consent does not affect your order.
7. Proof, revisions and approval
7.1 Timeline. After you submit a complete intake form, we email a Proof within 3 business days. Incomplete or unusable Content pauses this timeline until we receive what is missing.
7.2 One revision round included. You may request changes in one consolidated reply within 7 days of receiving the Proof. Changes to names, captions, photo order, crops or photo swaps are included. A completely new set of photos or a redesign counts as a new order.
7.3 Further revisions after the included round are $15 per round, quoted before we make them.
7.4 Approval is final. Once you approve the Proof, the Book is sent to print exactly as approved. Please check every name, spelling, date and photo. We cannot reprint for free a mistake that appears on the approved Proof.
7.5 If you do not reply. If you do not reply to a Proof within 14 days, we send a reminder. If there is still no reply 30 days after the Proof was sent, we may either cancel the order with a refund minus the design fee in section 9.3, or keep it on hold for up to 6 months at your request. During that time the delivery date in section 8 does not run.
8. Production, shipping and delivery
8.1 Dates run from Approval. Your Book goes to print after Approval. Our target is delivery within 10–14 business days of Approval for addresses in Canada and the United States. Dates shown on the site are estimates for that window, not a promise counted from payment.
8.2 Holiday deadlines. Any "order by" date for holidays assumes you send complete Content and approve the Proof within the times we state. If you approve later, we cannot guarantee holiday delivery.
8.3 Our partners. Books are printed and shipped by our production partner and carriers. We send tracking when available.
8.4 Address errors. Check your address at checkout. If a parcel is returned or lost because of an incorrect or incomplete address you gave, a reshipment is at your cost.
8.5 Risk of loss. Risk passes to you when the Book is delivered to the address you gave. If tracking shows a parcel stuck or lost before delivery, contact us and we will work with the carrier, then reprint or refund if it is confirmed lost.
8.6 Late delivery. If we have not delivered within 30 days after the target date, for reasons that are not caused by you, you may cancel and receive a full refund. For Quebec consumers, this is the right the Consumer Protection Act provides.
9. Cancellations, refunds and reprints
9.1 Made to order. Each Book is designed and printed for one family, so it cannot be resold. For that reason we do not accept returns or refunds for a change of mind once design has started.
9.2 Before design starts. You may cancel for a full refund until you submit the intake form, or within 24 hours of purchase, whichever is later.
9.3 After design starts, before Approval. You may cancel by email. We refund the amount paid minus the reasonable value of the design work already done, up to $30.
9.4 After Approval. Printing is under way and the order cannot be cancelled or changed, except under sections 8.6 or 9.5.
9.5 Defects and errors we caused. If the Book arrives damaged, misprinted, with a binding defect, or different from the Proof you approved, email us within 14 days of delivery with clear photos of the problem. After review we will reprint it at no cost, or refund you if a reprint is not possible. We may ask you to return or destroy the defective Book.
9.6 Not a defect: errors in Content you sent or approved; low resolution you were warned about; normal print variations under section 4.3; damage after delivery from misuse, water, heat or wear.
9.7 Legal warranty. Section 9 does not limit your legal warranty rights. If a defect appears that the law covers, we will honour it.
9.8 Refund method and timing. Approved refunds go back to the original payment method, in the currency you paid, within 15 days. Your bank may take longer to post it.
9.9 Talk to us first. Please contact us before opening a chargeback, so we can fix the problem quickly. This does not limit any chargeback right the law gives you.
10. Content we refuse
10.1 We do not make Books containing Content that:
- shows nudity or sexual content, or any sexual or abusive content involving a minor;
- promotes hatred, violence or harassment against a person or group;
- infringes someone's copyright, trademark, privacy or image rights;
- is illegal, or that we reasonably believe could expose us to legal liability.
10.2 We may remove a photo, or refuse or cancel the order, if Content breaks section 10.1. If we cancel for that reason before printing, we refund the amount paid minus any design fee under section 9.3.
10.3 We may report illegal content to the authorities where the law requires or permits it.
11. Our intellectual property
11.1 The Told Again name and logo, our website, our page layouts, templates, design style, font choices, texts and product photos belong to us or our licensors.
11.2 You may keep, share and reproduce your own Book for personal, family use. You may not copy our templates or layouts to resell them or to make competing products, and you may not use our name or logo without our written permission.
12. Privacy
12.1 We handle personal information, including your Content and information about the people in it, under our Privacy Policy and Quebec's Act respecting the protection of personal information in the private sector.
12.2 We use your Content only to make, deliver, reprint and support your order. We share it only with service providers who need it for that purpose, such as our printer, store platform and payment processor.
12.3 We delete your Content 60 days after delivery, so a reprint remains possible during that window. You may ask us to delete it sooner by email; after that, a reprint is no longer possible.
12.4 Questions about your personal information go to our privacy contact: Sheng Qi Shi, support@toldagain.ca.
13. Warranties and limits of our liability
13.1 We guarantee our work as described in section 9 and as required by law. Apart from that, and to the extent the law allows, the website and our services are provided as they are.
13.2 To the extent the law allows, our total liability for any claim related to an order is limited to the amount you paid for that order.
13.3 To the extent the law allows, we are not liable for indirect losses, such as missed events, emotional distress caused by a delay, or loss of your original photos.
13.4 For Quebec consumers: sections 13.1 to 13.3 do not apply where the Consumer Protection Act or the Civil Code of Québec forbids such limits, including for your legal warranty and for damage caused by our own fault.
14. Your responsibility for Content
14.1 If someone makes a claim against us because Content you sent infringed their rights or broke the law, you agree to cover our reasonable costs, losses and legal fees arising from that claim, to the extent the law allows.
14.2 We will tell you promptly about any such claim and let you take part in responding to it.
15. Events outside our control
15.1 We are not responsible for delays or failures caused by events we cannot reasonably control, such as strikes, carrier or postal disruptions, natural disasters, pandemics, power or internet outages, or failures of our production partner.
15.2 If such an event delays your order, we will tell you and give a new estimate. If the delay passes the limits of section 8.6, you keep your right to cancel and be refunded.
16. Changes to these terms
16.1 We may update these terms from time to time. The version in force when you place your order applies to that order.
16.2 The date at the top shows the latest version. Changes never apply retroactively to confirmed orders.
17. Governing law, disputes and language
17.1 These terms are governed by the laws of Quebec and the laws of Canada that apply there.
17.2 Please contact us first; most problems are solved by email within a few days.
17.3 If a dispute cannot be solved, it goes to the courts of the district of Longueuil, Quebec, unless the law gives you the right to sue in your own district. Nothing in these terms requires a Quebec consumer to use arbitration or prevents participation in a class action.
17.4 These terms are written in English. A French version is available on request at support@toldagain.ca.
17.5 If a clause is found invalid, the rest of these terms still apply.
17.6 These terms, the product page and your order confirmation are the whole agreement between you and us for your order.
18. Contact
support@toldagain.ca
We aim to reply within 2 business days.