Terms & Conditions

Introduction

These Terms and Conditions apply to all bookings, hire items, audio guestbook services, recording services,

styling services, delivery services, digital file delivery, keepsake preparation and related services provided by

Memory Line.

By making a booking, paying a deposit or booking fee, signing a booking form, accepting a quote, using

Memory Line’s services, or otherwise confirming a booking in writing, the customer agrees to these Terms

and Conditions.

Memory Line provides services connected with weddings, memorials, family stories, private events,

milestone occasions, corporate events and personal voice preservation. These services may involve

personal memories, voice recordings, private messages and emotionally significant events. Memory Line

will provide services with care, professionalism and respect, while also requiring customers to meet their

responsibilities under these Terms.

Business Details

Memory Line operates as a partnership business in South Australia.

In these Terms:

“Memory Line”, “we”, “us” or “our” means the Memory Line partnership, its partners, staff,

contractors, agents and representatives;

“customer”, “client”, “you” or “your” means the person, couple, family, organisation, venue or entity

making the booking;

“event” means the wedding, party, memorial, celebration, corporate event, private session or other

occasion for which services are booked;

“services” means any hire, styling, recording, editing, delivery, setup, collection or keepsake service

provided by Memory Line;

“hire items” means any physical items supplied by Memory Line, including phones, audio

guestbooks, telephone boxes, signage, stands, plinths, furniture, backdrops, decor, florals, carts,

props, cables, accessories and related equipment;

“recordings” means any audio messages, voice files, interview recordings, guestbook recordings, raw

files, edited files or other audio content captured as part of the service.

Relationship With Other Policies

These Terms should be read together with Memory Line’s:

  • Customer Service Policy;

  • Complaint and Dispute Resolution Policy;

  • Privacy and Recordings Policy;

  • Refund and Cancellation Policy;

  • Safety and Venue Requirements;

  • Damage, Loss and Bond Policy, if separate;

  • any quote, invoice, booking confirmation or written agreement issued to the customer.

If there is inconsistency between these Terms and another Memory Line policy, these Terms apply unless

Memory Line confirms otherwise in writing.

Nothing in these Terms limits any rights the customer has under Australian Consumer Law.

Australian Consumer Law

Memory Line will provide services with due care and skill, will aim to ensure services are fit for any purpose

made known to Memory Line, and will provide services within agreed or reasonable timeframes.

If Memory Line does not meet a consumer guarantee under Australian Consumer Law, the customer may

be entitled to a remedy. Depending on the circumstances, this may include:

  • fixing the issue;

  • re-performing part of the service;

  • replacing or re-delivering a file;

  • re-editing audio;

  • providing a partial refund;

  • providing a full refund where legally required;

  • allowing cancellation where the failure is major;

  • another appropriate remedy.

Nothing in these Terms excludes, restricts or modifies any non-excludable rights or remedies the customer

may have under Australian Consumer Law.

Booking Process

A booking is not confirmed until:

  • Memory Line accepts the booking in writing;

  • the customer pays the required booking fee, deposit or agreed upfront payment;

  • the customer provides the information reasonably required to secure the booking;

  • Memory Line issues a booking confirmation, invoice or written acceptance.


Memory Line may decline a booking for any lawful reason, including unavailability, unsuitable venue

conditions, safety concerns, service mismatch, unreasonable customer requests, non-payment, prior

disputes or operational limitations.

The customer is responsible for checking all booking details, including date, time, location, service

inclusions, package selection, delivery details and contact information.

Quotes and Pricing

Quotes are valid for the period stated on the quote. If no period is stated, a quote is valid for 14 days from

the date issued.

Prices may vary depending on:

  • package selected;

  • event date;

  • event location;

  • delivery distance;

  • travel time;

  • setup complexity;

  • access conditions;

  • staffing requirements;

  • styling selections;

  • custom work;

  • file editing requirements;

  • public holidays or peak dates;

  • special requests.

A quote does not secure a booking unless Memory Line confirms this in writing and the required payment is

received.

Memory Line may correct obvious pricing or administrative errors where lawful and reasonable.

Payment Terms

Payment terms will be stated on the invoice, quote or booking confirmation.

Unless otherwise agreed in writing:

  • a booking fee or deposit is required to secure the booking;

  • the remaining balance must be paid by the due date stated on the invoice;

  • payment must be cleared before the event or service date;

  • Memory Line may refuse delivery, setup, recording, file editing or file delivery if payment is overdue;

  • late or unpaid amounts may result in cancellation of the booking.

The customer must pay any applicable additional charges for approved changes, extended hire, additional

services, waiting time, difficult access, damage, loss, cleaning, travel or other agreed costs.

Booking Fees and Deposits

A booking fee or deposit secures the customer’s date and allows Memory Line to reserve equipment,

decline other bookings, begin administration, prepare service records and allocate time.

A booking fee or deposit may be retained in whole or in part if the customer cancels, subject to Australian

Consumer Law and Memory Line’s Refund and Cancellation Policy.

Memory Line will not retain an amount as a penalty. Any amount retained must reflect the circumstances,

including work already performed, costs incurred, time reserved, loss of opportunity, custom work,

administration and the timing of cancellation.

Customer Cancellations

Customer cancellations must be made in writing.

The date Memory Line receives written notice will be treated as the cancellation date.

If the customer cancels, Memory Line may retain amounts in accordance with its Refund and Cancellation

Policy, provided this is fair, reasonable and consistent with Australian Consumer Law.

The customer is not automatically entitled to a refund because they:

  • change their mind;

  • cancel the event;

  • choose another supplier;

  • find a cheaper option;

  • no longer need the service;

  • reduce the event size;

  • decide not to proceed.

Each cancellation will be considered according to the booking terms, timing, costs incurred, work

completed, loss of opportunity and applicable consumer law.

Rescheduling

The customer may request to reschedule in writing.

Memory Line will make reasonable efforts to transfer the booking to a new date, subject to:

  • availability;

  • equipment availability;

  • partner, staff or contractor availability;

  • venue location;

  • access requirements;

  • price changes;

  • seasonal demand;

  • work already completed;

  • custom costs already incurred;

  • whether the new date is comparable to the original date.

A rescheduling fee may apply where additional administration, travel, storage, staffing, supplier or

preparation costs are incurred.

If Memory Line is unavailable on the customer’s proposed new date, the matter may be treated as a

customer cancellation unless Australian Consumer Law requires a different outcome.

Cancellation by Memory Line

Memory Line may cancel a booking if:

  • the customer fails to pay by the due date;

  • the customer fails to provide required information;

  • the venue is unsafe or inaccessible;

  • the service cannot be provided safely;

  • weather or site conditions create unacceptable risk;

  • the customer or their representative behaves abusively, threateningly or unlawfully;

  • the booking involves illegal, unsafe or inappropriate conduct;

  • serious illness, emergency, accident or unavoidable operational issue prevents service delivery;

  • circumstances outside Memory Line’s reasonable control prevent service delivery.

If Memory Line cancels for a reason within Memory Line’s control, Memory Line will offer an appropriate

remedy, such as rescheduling, refund, partial refund, credit, substitute service or another fair solution.

If Memory Line cancels because of customer conduct, non-payment, unsafe conditions, inaccurate

information or venue access issues, Memory Line may retain reasonable amounts for work performed,

costs incurred and loss suffered.

Event Date, Times and Hire Period

The hire period, delivery time, setup time, collection time and event times will be confirmed in writing.

The customer must ensure Memory Line has adequate time and access to safely deliver, set up, test, pack

down and collect hire items.

Additional charges may apply for:

  • early delivery;

  • late collection;

  • extended hire;

  • after-hours delivery or collection;

  • waiting time;

  • restricted access;

  • difficult parking;

  • stairs or long-distance carrying;

  • last-minute changes;

  • multiple locations;

  • delays caused by the customer, venue, guests or third parties.

Memory Line may refuse to complete setup if time, access or safety conditions are unreasonable or

materially different from what was agreed.

Venue Access and Customer Responsibilities

The customer is responsible for confirming venue access and requirements before the event.

The customer must provide accurate information about:

  • venue name and address;

  • event date and timing;

  • delivery and collection windows;

  • loading zones;

  • parking;

  • stairs, lifts and access paths;

  • floor surfaces;

  • outdoor areas;

  • wet weather backup;

  • power access, if required;

  • security requirements;

  • venue contact person;

  • venue restrictions;

  • pack-down and collection rules.

If Memory Line cannot deliver, set up, operate or collect items because of inaccurate information, restricted

access, unsafe conditions or venue refusal, the customer may remain responsible for the booking fee and

any additional costs.

Outdoor Events and Weather

The customer must ensure that any outdoor setup location is safe and suitable for Memory Line’s

equipment, decor, furniture, signage, phones and audio equipment.

Memory Line may refuse, relocate or modify setup if there is risk from:

  • rain;

  • wind;

  • extreme heat;

  • mud;

  • unstable ground;

  • uneven surfaces;

  • electrical hazards;

  • water exposure;

  • unsafe guest traffic;

  • fire danger;

  • poor lighting;

  • other unsafe conditions.

The customer should arrange a suitable wet weather or backup location for outdoor events.

If unsafe weather or site conditions prevent setup and no suitable alternative is available, Memory Line may

treat the booking as affected by circumstances outside its reasonable control. Refunds or credits will be

considered under the Refund and Cancellation Policy and Australian Consumer Law.

Safety and WHS

Memory Line will take reasonable steps to provide services safely.

The customer must not allow hire items to be misused, moved, climbed on, altered, damaged, overloaded

or placed in unsafe conditions.

The customer must ensure that children, guests, venue staff and third parties do not interfere with

equipment, cords, signage, props, decor, stands, phones, telephone boxes, furniture or backdrops.

Memory Line may refuse or stop a service if continuing would create a safety risk.

The customer may be responsible for loss, damage, injury, additional costs or service failure caused by

unsafe venue conditions, guest behaviour, customer instructions or third-party interference.

Hire Items Remain Property of Memory Line

All hire items remain the property of Memory Line unless expressly sold to the customer in writing.

The customer must not:

  • sell, lend, sub-hire or transfer hire items;

  • move items without permission;

  • alter, paint, tape, glue, nail, staple or attach items without permission;

  • expose items to weather or unsafe conditions;

  • use items for purposes other than the agreed event;

  • allow items to be removed from the venue;

  • allow children or guests to climb on or misuse items;

  • repair or modify items without permission.

The customer is responsible for ensuring hire items are protected during the hire period.

Damage, Loss, Theft and Cleaning

The customer may be responsible for damage, loss, theft, heavy soiling, missing parts, breakage, cleaning,

repair or replacement of Memory Line hire items during the hire period.

This includes damage or loss caused by:

  • guests;

  • children;

  • venue staff;

  • contractors;

  • weather;

  • misuse;

  • movement without permission;

  • spills;

  • food or drink;

  • fire, candles or heat;

  • pets;

  • theft;

  • negligence;

  • failure to follow instructions.

Memory Line may charge the customer reasonable costs for repair, replacement, cleaning, labour,

transport, lost hire opportunity and related expenses.

Where possible, Memory Line will provide reasonable evidence of damage or loss.

Bond or Security Payment

Memory Line may require a bond or security payment for certain bookings or hire items.

A bond may be used to cover:

damage;

loss;

theft;

missing items;

cleaning;

late return or extended hire;

unpaid fees;

collection issues;

other agreed charges.

The bond will be returned within a reasonable time after the event if no deductions apply.

If a deduction is made, Memory Line will provide an explanation and, where possible, supporting evidence.

Audio Guestbook Services

Memory Line will take reasonable care to provide prepared and functioning audio guestbook equipment for

the event.

However, audio guestbook results may be affected by factors outside Memory Line’s control, including:

  • guests choosing not to leave messages;

  • guests not following instructions;

  • guests speaking too quietly;

  • guests hanging up too soon;

  • guests leaving inappropriate or unclear messages;

  • background music;

  • venue noise;

  • wind;

  • weather;

  • intoxicated or disruptive guest behaviour;

  • equipment being moved or interfered with;

  • customer failure to provide a suitable setup location;

  • venue restrictions;

  • power or environmental issues.

Memory Line cannot guarantee:

  • that every guest will leave a message;

  • the number of messages received;

  • that every message will be clear;

  • that every message will be emotionally meaningful;

  • that every message will be suitable for inclusion;

  • that recordings will be free from background noise.

If an audio issue is caused by a failure within Memory Line’s control, Memory Line will consider an

appropriate remedy under Australian Consumer Law.

Guest Instructions

Memory Line may provide signage, prompt cards, written instructions or verbal instructions for using the

audio guestbook.

The customer is responsible for ensuring the audio guestbook is placed in a suitable area and that guests

are encouraged to use it appropriately.

The customer should ensure that the audio guestbook is not placed too close to loudspeakers, dance floors,

bars, kitchens, outdoor wind exposure or high-traffic hazards unless agreed by Memory Line.

Recording Consent for Events

By booking an audio guestbook service, the customer acknowledges and agrees that:

  • the service involves guests voluntarily leaving recorded voice messages;

  • Memory Line may collect, store, edit and deliver those recordings as part of the booked service;

  • the final recordings will be provided to the customer as a private keepsake;

  • the customer is responsible for ensuring guests are appropriately informed that voice messages are

  • being recorded;

  • Memory Line is not required to obtain a separate written consent form from each guest;

  • guests who choose to pick up the phone and leave a message after being notified that the service

  • records audio are understood to be voluntarily participating in the recording;

  • the customer must notify Memory Line before the event of any privacy, cultural, religious, family,

  • child-safety, legal or venue concerns.

Memory Line may provide signage or suggested wording to assist with guest notification.

Recommended signage:

“Leave a voice message for the couple. By using this audio guestbook, you understand that your voice

message will be recorded and provided privately to the couple as part of their keepsake.”

Children and Vulnerable Participants

Where children, young people or vulnerable persons are likely to use the audio guestbook, the customer is

responsible for ensuring appropriate parent, guardian or authorised adult consent and supervision where

required.

Memory Line will not intentionally conduct a private recording session with a child or vulnerable person

without appropriate consent and supervision.

Recordings involving children will not be used for marketing without appropriate permission.

Legacy and Private Recording Services

For private legacy, family story or voice preservation sessions, Memory Line will seek consent from the

participant before recording begins.

  • Participants may:

  • pause the session;

  • stop the session;

  • skip questions;

  • choose not to answer;

  • ask for a break;

  • withdraw from the session before completion.

Memory Line is not a counselling, medical, legal, therapeutic or crisis service. If a participant becomes

distressed, Memory Line may pause or end the session and suggest that appropriate support be sought.

Private recording sessions may include sensitive personal information. Memory Line will handle such

recordings with particular care and confidentiality.

Recording Content

Memory Line is not responsible for the content voluntarily recorded by guests or participants.

Recordings may include:

  • emotional messages;

  • jokes;

  • background conversations;

  • unclear audio;

  • offensive language;

  • private comments;

  • inappropriate content;

  • accidental recordings;

  • silence;

  • music or venue noise.

Memory Line may, at its discretion, remove clearly inappropriate, distressing, offensive, irrelevant or

unusable content from edited final files.

Unless otherwise agreed, raw files may include unedited content and may not be suitable for public

sharing.

Editing and Final File Delivery

Memory Line will provide edited files, raw files or final keepsakes according to the package booked or

written agreement.

Editing may include:

  • trimming silence;

  • organising messages;

  • removing accidental recordings;

  • reducing unusable sections;

  • basic audio balancing;

  • naming or grouping files;

  • preparing final digital files.

Editing does not guarantee studio-quality sound, removal of all background noise, removal of all

imperfections, or transformation of poor-quality guest recordings into clear recordings.

Delivery timeframes will be stated in the booking confirmation, package description or written

communication.

Delivery may be delayed by:

  • number of recordings;

  • editing complexity;

  • file issues;

  • customer changes;

  • public holidays;

  • illness;

  • technical problems;

  • payment delays;

  • missing customer information.

If Memory Line fails to deliver within an agreed or reasonable time due to a failure within its control, the

customer may be entitled to a remedy under Australian Consumer Law.

Customer Responsibility to Download and Back Up Files

Once final files are delivered, the customer is responsible for downloading, saving and backing up them.

Memory Line is not a long-term archive service unless a separate written storage agreement is made.

Memory Line may retain files for a limited period according to its Privacy and Recordings Policy, after which

files may be permanently deleted.

The customer should not rely on Memory Line to replace files after the retention period has ended.

File Retention

Unless otherwise agreed in writing, Memory Line may retain files for the following periods:

raw audio files: up to 90 days after final delivery;

edited final files: up to 12 months after final delivery;

booking, invoice, complaint and business records: as reasonably required for business, tax,

insurance, legal and accounting purposes.

After the relevant period, recordings may be permanently deleted.

Privacy

Memory Line will handle personal information and recordings according to its Privacy and Recordings

Policy.

Memory Line may collect personal information including names, contact details, event information, venue

details, payment records, booking notes, voice recordings and personal stories.

Voice recordings may be personal information where a person is identifiable.

Memory Line will use recordings for the purpose of providing the booked service unless separate

permission is given for another use.

Marketing Permission

Memory Line will not use customer recordings, voice clips, personal stories, names, event details, images or

testimonials for marketing without permission.

Marketing may include:

  • website portfolio;

  • social media;

  • reels;

  • paid advertising;

  • brochures;

  • venue proposals;

  • sample clips;

  • promotional material.

The customer may decline marketing use.

If marketing permission is given and later withdrawn, Memory Line will take reasonable steps to remove

content from platforms controlled by Memory Line, but may not be able to remove content already shared,

downloaded, copied or republished by others.

Setup Photos

Memory Line may take photos or videos of its own setup, hire items, decor, signage and styling for internal

records, insurance, quality control, portfolio or marketing purposes.

Memory Line will take reasonable steps to avoid capturing identifiable guests, private details, children or

sensitive event information unless permission is given.

The customer must advise Memory Line in writing before the event if they do not want setup photos used

publicly.

Custom Items and Personalised Work

Custom items may include personalised signs, printed materials, bespoke styling, special decor purchases,

edited recordings, custom graphics, special audio preparation, venue-specific setup planning or other

customer-specific work.

Once custom work has begun or custom items have been ordered, amounts paid for that work may not be

refundable unless required by Australian Consumer Law.

The customer must approve custom details, spelling, dates, names and wording by any required deadline.

Memory Line is not responsible for errors in customer-approved wording, spelling, dates or names unless

the error was caused by Memory Line after approval.

Package Changes

The customer may request changes to the package or service in writing.

Memory Line may approve or decline changes depending on availability, timing, cost, equipment, staffing,

safety, custom work and operational requirements.

Additional charges may apply.

Downgrades close to the event date may not result in a refund where Memory Line has already reserved

items, completed work, declined other bookings or incurred costs.

Any changes must be confirmed in writing.

Substitutions

Memory Line will make reasonable efforts to provide the agreed hire items, styling items and equipment.

However, Memory Line may substitute items where necessary due to damage, loss, safety concerns,

supplier issues, transport issues, weather, availability or circumstances outside its reasonable control.

Any substitute item will be reasonably similar in purpose, quality or style where possible.

If a specific item is essential to the customer, this must be confirmed in writing before booking.

Venue Rules and Third-Party Requirements

The customer is responsible for obtaining venue approval for Memory Line’s setup and services.

The customer must ensure the venue allows:

  • delivery and collection;

  • audio guestbook placement;

  • furniture and decor setup;

  • signage;

  • backdrops or stands;

  • electrical or battery-operated equipment, if relevant;

  • agreed access times.

Memory Line is not responsible for venue refusal, venue restrictions, venue staff moving items, venue

noise, third-party interference or venue rules that prevent the service from being provided as agreed.

Conduct of Guests and Third Parties

The customer is responsible for the conduct of guests, children, venue staff, contractors and third parties

during the hire period.

The customer must take reasonable steps to ensure that hire items and recording equipment are not

misused, damaged, moved, stolen or interfered with.

Memory Line is not responsible for service issues caused by guest behaviour, intoxication, interference,

misuse, venue staff movement of equipment or third-party actions outside Memory Line’s control.