Lovio Terms and Conditions

Effective from: 29 July 2026

Older Versions of Terms of Service

These Terms and Conditions (the "Terms") govern bookings for the hire and use of camera kits, audio guestbooks, accessories and other equipment, together with footage handling, editing services, storage products and related offerings supplied by Lovio Ltd, trading as Lovio and/or Vlog Your Wedding ("Lovio", "we", "us" or "our").

The person making the booking is referred to as the "Customer", "you" or "your".

Please read these Terms before placing an order. They contain important information about date-specific bookings, cancellation rights, responsibility for hired equipment and footage storage.

1. Definitions

1.1 "Equipment" means all hired items supplied to you, including cameras, microphones, batteries, memory cards, cases, audio guestbooks, accessories, cables and any other item listed in your order confirmation.

1.2 "Event Date" means the wedding or other event date selected or agreed when you place your order.

1.3 "Hire Period" begins when the Equipment is delivered to you and ends when it is handed to our nominated return carrier, collected by that carrier, or otherwise returned to us.

1.4 "Rental Booking" means a booking under which we reserve Equipment and related capacity for a specific Event Date or Hire Period. It includes the services forming part of that package, such as preparing and delivering the Equipment, receiving it back, transferring and organising captured Media, and providing download access.

1.5 "Purchased Goods" means items that you buy and keep rather than hire, such as a physical storage device or merchandise.

1.6 "Editing Services" means any separately priced professional video or audio editing service.

1.7 "Media" means photographs, video recordings, audio recordings and other content captured using the Equipment or supplied to us for processing or editing.

1.8 "Accidental Damage" means unintended damage occurring despite generally careful use, such as an accidental drop or knock.

1.9 "Negligence or Misuse" means reckless, intentional or inappropriate use of the Equipment, failure to take reasonable care of it, or use contrary to these Terms or the instructions supplied with it.

2. Eligibility and Contract Formation

2.1 You must be at least 18 years old and legally capable of entering into a binding contract.

2.2 When you complete checkout and payment is successfully authorised, a binding contract is formed immediately between you and us for the products and services in your order. Where an instalment plan is used, the contract is formed when checkout is completed and the first payment is successfully authorised. The automated order confirmation records the contract; it is not a separate condition of acceptance.

2.3 For an order agreed outside our website, a binding contract is formed when you accept our written quotation or booking proposal and make any payment required at that stage.

2.4 We will send an automated confirmation identifying the products or services ordered, the Event Date or Hire Period where applicable, the price and any agreed payment schedule. We will also provide these Terms in an email or another durable format that you can retain.

2.5 We may cancel and refund an order promptly after checkout where there has been an obvious pricing or availability error, payment is later reversed or identified as unauthorised, we reasonably suspect fraud, or we are unable to supply the booking. This right is limited to those circumstances and does not permit us to cancel arbitrarily.

2.6 These Terms, your order confirmation and any other terms expressly agreed in writing form the contract between you and us. If there is an inconsistency, any individually agreed written term takes priority, followed by the order confirmation and then these Terms.

3. Pre-Contract Information and Your Statutory Rights

3.1 Nothing in these Terms excludes or restricts rights or remedies that cannot lawfully be excluded under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer law.

3.2 We are responsible for supplying services with reasonable care and skill and for supplying Purchased Goods that are as described, fit for purpose and of satisfactory quality, as required by law.

3.3 Information about the main characteristics of a product or service, its price, payment arrangements, Event Date, Hire Period and delivery arrangements that we give you before the contract is formed will form part of the contract where required by law.

4. Date-Specific Rental Bookings and the 14-Day Cancellation Right

4.1 Rental Bookings are made for a specific Event Date or Hire Period. When the contract is formed, we set aside finite Equipment and related capacity for that date and may be unable to accept another booking for the same Equipment and period.

4.2 Rental Bookings are services related to a leisure activity for a specific date or period of performance. Accordingly, the statutory 14-day right to cancel a distance or off-premises contract does not apply to a Rental Booking under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

4.3 Although the statutory 14-day cancellation right does not apply to Rental Bookings, we provide the contractual cancellation rights set out in section 13.

4.4 If a court or competent enforcement authority determines that a statutory cancellation right applies to a particular product or service, nothing in these Terms limits that right.

4.5 The treatment of Rental Bookings in this section does not automatically apply to a separately purchased product or service merely because it appears in the same shopping basket. Purchased Goods and separately supplied Editing Services are addressed below.

5. Cancellation Rights for Other Products and Services

5.1 Purchased Goods

Where you purchase goods online or at a distance, you will normally have a statutory right to cancel that purchase from the date the contract is formed until 14 days after the day on which you, or a person nominated by you, receives the goods. You must tell us clearly that you wish to cancel and return the goods within 14 days after doing so.

5.2 You are responsible for the direct cost of returning cancelled Purchased Goods unless we agree otherwise or failed to tell you before purchase that you would be responsible for that cost. We may make a lawful deduction if your handling has reduced the value of the goods beyond what would reasonably be permitted when examining them in a shop.

5.3 The statutory right to cancel Purchased Goods may not apply where an applicable legal exception applies, including goods made to your specifications or clearly personalised. We will tell you before purchase if we consider an exception applicable.

5.4 Separately Purchased Editing Services

Where Editing Services are purchased online or at a distance as a distinct service, you will normally have 14 days after the day the contract is formed in which to cancel.

5.5 We will not begin separately purchased Editing Services during that period unless you expressly ask us to do so. If you ask us to begin and then cancel during the cancellation period, you must pay a proportionate amount for work properly completed up to the time you cancel. Your cancellation right will end when the Editing Services have been fully performed if, before work begins, you expressly request early performance and acknowledge that full performance will end that right.

5.6 To exercise a statutory cancellation right, email hello@lovio.co.uk with your name, order number and a clear statement that you wish to cancel. You do not have to use any particular wording. Where the law requires us to provide a model cancellation form, we will make one available before the contract is formed.

6. Booking, Prices and Payment

6.1 The total price and payment arrangements will be shown before checkout and recorded in your order confirmation.

6.2 Unless a payment schedule is agreed, the full price is due when you place the order.

6.3 Where a two-instalment payment plan is agreed, the second instalment is due on the date shown in your order confirmation, normally one month before the Event Date.

6.4 Time for payment is important because we reserve Equipment and incur costs in preparation for the Event Date. If a payment becomes overdue, we will contact you and give you a reasonable opportunity to pay. If it remains unpaid for more than 14 days after written notice, we may treat this as a serious breach, suspend preparation and cancel the affected booking. Payments already made will normally be retained where the cancellation occurs fewer than 60 days before the Event Date. We may also recover any further amount reasonably required to cover the direct net loss caused by your breach, but our total recovery will not exceed the total booking price plus any separately recoverable direct costs, and we will not recover twice for the same loss.

6.5 We may change advertised prices before you complete checkout. Once the contract is formed, its confirmed price will not change unless you ask to change the booking or we both expressly agree otherwise.

6.6 You must provide complete and accurate delivery, billing, contact and Event Date information. Tell us promptly in writing if anything changes. We are not responsible for a failure or delay caused by inaccurate information that you supplied and did not correct in reasonable time.

7. Delivery and Return

7.1 Unless expressly agreed otherwise, we deliver Equipment to addresses in mainland United Kingdom.

7.2 Equipment will normally arrive a few days before the Event Date. You must ensure that someone can receive it or follow any safe-delivery arrangements agreed with the carrier.

7.3 Where reasonably necessary because of availability, maintenance, damage or another operational issue, we may substitute an item with equipment offering materially equivalent or better functionality. We will not make a substitution that materially reduces the overall service without your agreement.

7.4 Delivery Guarantee

We guarantee that the Equipment will arrive at the agreed address before the start of the Event Date, subject to you providing accurate information and being reasonably available to receive it.

7.5 If delivery is attempted in accordance with the agreed arrangements but nobody is available to receive it, the Equipment will be treated as having been presented for delivery for the purpose of the Delivery Guarantee.

7.6 If the Equipment does not arrive before the Event Date and no valid delivery attempt was made, you will receive a full refund of the amount paid for the affected Rental Booking. This does not exclude any further remedy to which you are entitled under consumer law.

7.7 You must hand the Equipment to our nominated return carrier within two days after the Event Date, excluding Bank Holidays, unless your order confirmation states a different return deadline.

7.8 If you expect a delay, contact us as soon as possible. We may agree an extension and any applicable price before the original return deadline.

7.9 If Equipment is returned late without an agreed extension, we may charge £25 for each day of delay. This reflects the administration, disruption and risk to later bookings caused by an overdue return. If our direct loss is higher because the delay disrupts or prevents another confirmed booking, you will also be responsible for that additional direct loss, provided we take reasonable steps to reduce it. We will not recover twice for the same loss.

7.10 Your responsibility for the Equipment ends when it is handed to our nominated return carrier or collected by that carrier, provided you followed our packing and return instructions. If you use a different carrier without our agreement, your responsibility ends when the Equipment is safely received by us.

7.11 If Equipment has not been handed to the return carrier within seven days after the return deadline and you have not agreed alternative arrangements with us, we may treat it as unreturned, invoice the reasonable replacement value and take reasonable steps to recover our property. You will be responsible for reasonable direct recovery costs caused by your failure to return it. If the Equipment is subsequently recovered undamaged, we will credit the replacement charge after deducting any late-return charges, loss of use, recovery costs and other direct losses properly due.

8. Use and Care of Equipment

8.1 You must take reasonable care of the Equipment and follow all written, video and verbal operating, safety, packing and return instructions supplied by us.

8.2 You must inspect the Equipment promptly after delivery and tell us as soon as reasonably possible, and preferably within 24 hours, if anything is missing, damaged or apparently faulty. A failure to report an obvious issue promptly may affect our ability to provide a replacement or investigate when the issue occurred, but does not remove your rights in relation to a fault that was present on delivery.

8.3 Equipment must be supervised by a responsible person aged 16 or over. You must not knowingly allow a person who is visibly intoxicated, impaired or otherwise unable to use the Equipment safely to operate it.

8.4 You must not:

• (a) sell, sublet or transfer possession of the Equipment outside your wedding or event party without our written consent;
• (b) use it illegally, recklessly or for a purpose materially different from its intended use;
• (c) expose it to rain, strong wind, water, food, drink, excessive heat or another avoidable hazard without suitable protection; or
• (d) tamper with, dismantle or attempt unauthorised repairs to it.

8.5 The Equipment is intended for personal filming, photography or audio recording at a wedding or similar private event unless we agree otherwise in writing.

8.6 Where a stand, light or other item requires anchoring or stabilising, you must secure it properly before use.

9. Damage, Loss and Theft

9.1 Normal cosmetic wear that does not affect function will not be charged.

9.2 Provided the Equipment was being used in accordance with these Terms and you notify us honestly and promptly about what happened, for Accidental Damage we may charge the lower of:

• (a) the reasonable repair or replacement cost; or
• (b) £99 for each accidentally damaged item.

9.3 The £99 limit does not apply to loss, theft, deliberate damage, Negligence or Misuse. In those circumstances, you are responsible for the reasonable cost of assessment, repair or like-for-like replacement, taking account of the item's age, condition and residual value, together with reasonable shipping and direct recovery costs.

9.4 Where damaged, missing or unreturned Equipment prevents us from fulfilling another confirmed booking, you are also responsible for the direct net loss caused, provided that we take reasonable steps to obtain a repair, replacement or alternative kit and do not recover twice for the same loss.

9.5 You will not be charged for damage caused by a fault that was present when the Equipment was delivered, ordinary wear and tear, or an act or omission for which we are responsible.

9.6 We will inspect returned Equipment within a reasonable time. If we believe a charge is due, we will provide an explanation and supporting information, including photographs and repair or replacement evidence where reasonably available.

9.7 You may dispute a charge by contacting us promptly and supplying any relevant information. We will review the matter fairly and in good faith, but the existence of a dispute does not remove your responsibility for any undisputed amount. Nothing in this section prevents either party from using their legal rights or an available dispute-resolution process.

9.8 Properly invoiced damage or loss charges are due within 14 days unless disputed in good faith or another payment arrangement is agreed.

10. Media Handling, Delivery and Storage

10.1 We will use reasonable care and appropriate technical and organisational measures when handling your Media. Because digital recording and storage can fail, we cannot guarantee that every file will be successfully captured, transferred or preserved.

10.2 We are responsible where Media is lost or damaged because we failed to exercise reasonable care and skill. We are not responsible for a failure caused by the way you or your guests operated the Equipment, failure to follow instructions, a recording not being started, obstruction of a camera or microphone, or another matter outside our reasonable control.

10.3 We aim to make the Media included with a Rental Booking available within the period stated on the relevant product page or order confirmation, normally within seven days after we receive the returned Equipment.

10.4 Unless your order confirmation expressly provides a longer period, your download link will remain available for 60 days after we first notify you that the Media is ready. You are responsible for downloading and making your own backups during that period.

10.5 We may retain backup copies after the download period, but do not promise to do so. After the 60-day download period, Media may be permanently deleted without further notice.

10.6 Extended storage may be available under a separate agreement and for an additional charge.

10.7 We may use carefully selected service providers to store, process or deliver Media. We remain responsible for our obligations to you and will handle personal data in accordance with our Privacy Policy.

11. Editing Services

11.1 The applicable product description, order confirmation or agreed editing brief will state what is included in an Editing Service.

11.2 Unless otherwise agreed, we aim to deliver an edited video within six weeks after receiving all required Media, selections, instructions and information from you. If a delay occurs, we will keep you reasonably informed.

11.3 The number of revision rounds included will be stated in the product description, order confirmation or editing brief. If no revision round is stated, revisions are not included except where reasonably required to correct our failure to follow the agreed brief or exercise reasonable care and skill.

11.4 DIY editing guides and general educational materials are intended to assist you but do not guarantee a particular creative or technical result.

12. Copyright, Privacy and Permission to Record

12.1 You retain ownership of the original Media captured by you or your guests.

12.2 You are responsible for using the Equipment lawfully and for providing appropriate information to guests or other people who may be recorded. You must not use the Equipment or Media in a way that unlawfully infringes another person's privacy, copyright or other rights.

12.3 We may copy, process, organise, store and deliver your Media only as reasonably necessary to perform the contract, operate our services and comply with law. Our handling of personal data is explained in our Privacy Policy.

12.4 We will not use your raw Media, edited deliverables, names, images or wedding details for advertising, social media, showreels or other public marketing unless we obtain separate, express permission from an appropriately authorised person. Refusing or later withdrawing marketing permission will not affect the service you receive, although withdrawal will not require us to recall material already lawfully printed or published where that is not reasonably possible.

12.5 You retain copyright in your original Media. Unless otherwise agreed, Lovio owns the copyright in the creative editing, graphics and other original elements that we create as part of an edited deliverable. We grant you a perpetual, worldwide, royalty-free licence to download, store, share and display the completed deliverable for personal, non-commercial purposes.

12.6 You may not sell or commercially license our edited deliverable without written permission. This does not prevent you from sharing it on personal social-media accounts or with friends, family and wedding suppliers for personal enjoyment.

13. Customer Cancellations, Partial Cancellations and Changes

13.1 This section provides contractual cancellation rights for Rental Bookings in addition to any statutory rights that apply to other products or services under section 5.

13.2 Cancellation 60 Days or More Before the Event Date

You may cancel a Rental Booking and receive a full refund if we receive your cancellation at least 60 clear days before the Event Date.

13.3 Cancellation Fewer Than 60 Days Before the Event Date

If we receive your cancellation fewer than 60 clear days before the Event Date, payments already made for the cancelled Rental Booking or component will normally be retained and no refund will normally be issued. This is because the Equipment and capacity have been reserved for your date, the opportunity to accept replacement work is substantially reduced and a significant part of the value of the booking is the date-specific reservation itself.

13.4 Unless your order or an individually agreed payment plan says otherwise, you will not be required to pay an unpaid balance for a Rental Booking or component that you cancel. However, payments retained under clause 13.3 may be applied against our reasonable net loss arising directly from the cancellation. That loss may include work already completed, transaction and administration costs, committed third-party costs, loss of the opportunity to accept another booking and the net profit lost because Equipment and capacity were reserved for you. We will also take account of costs saved and any reasonable opportunity to reduce our loss.

13.5 If we rebook the released Equipment or capacity for an equivalent booking, or the amount retained is materially more than our reasonable net loss, we will refund the excess. We will not recover twice for the same loss. The fact that other Lovio equipment remains available for the date does not by itself show that your reserved Equipment has been rebooked or that no loss has occurred.

13.6 Partial Cancellation or Package Reduction

You do not have an automatic right to remove an element from, reduce, or reconfigure a package after the contract is formed. A request to do so is a request for a contractual change, which we may accept or decline. Any change is subject to availability, the package structure and the prices applying to the revised products.

13.7 If we accept cancellation of a separately priced Rental Booking or hired item, clauses 13.2 to 13.5 apply to that component. Where a discount was conditional on purchasing a bundle, package or quantity, removing an item may also remove that discount and the remaining order may be repriced at the prices that applied when the original order was placed. Where an item forms part of an indivisible package, no separate refund or price reduction will be due unless we expressly agree one.

13.8 Changing the Event Date

A request to change the Event Date is subject to availability. If we agree the change, we will confirm any price difference or reasonable costs before it becomes binding. If we cannot accommodate the new date, the request will be treated as a cancellation under this section.

13.9 To cancel or request a change, email hello@lovio.co.uk and include your name and order number. Cancellation takes effect when your clear notice is sent to us, subject to any statutory rule that provides otherwise.

14. Cancellation by Lovio

14.1 We may cancel a booking where:

• (a) you commit a serious breach and, where it can be remedied, do not remedy it within a reasonable period after written notice;
• (b) fulfilling the booking would be unlawful or present a serious and objectively reasonable safety, fraud or Equipment risk; or
• (c) circumstances genuinely outside our reasonable control make performance impossible.

14.2 If we cancel because of your breach, any amount retained or charged will be limited to our reasonable net loss and we will refund any excess.

14.3 If we cancel and you are not at fault, we will promptly refund all amounts paid for the affected product or service. This does not exclude any additional remedy available to you under consumer law.

15. Events Outside Either Party's Reasonable Control

15.1 Neither party is responsible for delay or failure caused by an event genuinely outside their reasonable control, but this does not allow us to retain payment for a service that cannot lawfully be supplied or remove rights arising where a contract is frustrated.

15.2 The affected party must notify the other as soon as reasonably possible and take reasonable steps to minimise the effects.

15.3 If performance is delayed, we will try to agree a reasonable alternative. If performance becomes impossible or the purpose of the contract can no longer be fulfilled, either party may end the affected part of the contract. Payments will be refunded or retained only to the extent permitted by law and having regard to any service already received and costs that cannot reasonably be recovered.

16. Liability

16.1 Nothing in these Terms excludes or limits liability for:

• (a) death or personal injury caused by negligence;
• (b) fraud or fraudulent misrepresentation;
• (c) breach of statutory consumer rights; or
• (d) anything else that cannot lawfully be excluded or limited.

16.2 We do not promise that the Equipment will capture every moment or produce professional-videographer results. Subject to exercising reasonable care and skill and supplying functioning Equipment, we are not responsible for missed recordings, framing, lighting, sound, creative choices or user errors by you or your guests.

16.3 We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or failure to exercise reasonable care and skill. We are not responsible for loss that was not reasonably foreseeable when the contract was formed.

16.4 We supply consumer bookings for personal and domestic use. We are not responsible for business losses, including lost business profit, revenue or opportunity, where you use the service wholly or mainly for personal purposes.

16.5 You should download and back up your Media within the period in clause 10.4. This does not remove our responsibility for loss caused by our breach or negligence.

16.6 Subject to clause 16.1 and to the extent permitted by consumer law, our total liability arising from an affected Rental Booking, including liability relating to loss or corruption of Media, will not exceed the total price paid for that affected Rental Booking. This limitation does not apply where it would be unlawful or unfair to rely on it.

16.7 The price of the service reflects that the Equipment is operated by you and your guests, that recordings are inherently vulnerable to user error and technical failure, and that no monetary value can accurately represent the personal or sentimental value of wedding Media. You are responsible for deciding whether to use Lovio alongside professional or alternative recording arrangements.

17. Privacy and Data Protection

17.1 Our Privacy Policy explains how we collect, use, retain and protect personal data and how you may exercise your data-protection rights.

17.2 Where Media includes other people, you should share appropriate recording and privacy information with them. Please contact us if someone raises a privacy concern relating to Media held by us.

18. Complaints and Disputes

18.1 If you have a concern, contact hello@lovio.co.uk. We will try to investigate and resolve it fairly within a reasonable time.

18.2 Nothing in these Terms requires you to use a particular alternative dispute-resolution process or prevents you from bringing a claim in court.

18.3 These Terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain the benefit of any mandatory consumer protections and court rights applicable where you live.

19. Changes to These Terms

19.1 We may update these Terms for future bookings. The version applying to your booking is the version provided when the contract is formed, together with any later change expressly agreed by both parties.

19.2 A change posted on our website after your order confirmation will not retrospectively change your existing contract.

20. General

20.1 If any provision is found unlawful or unenforceable, the remaining provisions will continue in effect. The affected provision will apply only to the extent that it is lawful and enforceable.

20.2 If we delay enforcing a contractual right, that does not mean we have waived it.

20.3 No person other than you and Lovio has a right to enforce these Terms, except where applicable law provides otherwise.

20.4 We may use employees, couriers, editors, cloud-storage providers and other subcontractors to perform parts of the service. We remain responsible for performing our obligations to you.

20.5 These Terms, your order confirmation and any expressly incorporated or individually agreed documents form the entire agreement between you and us.

Contact Information

Lovio Ltd
Trading as Lovio and/or Vlog Your Wedding
Company number: 16223718
Registered in England and Wales
Email: hello@lovio.co.uk

Appendix 1: Indicative Equipment Values

The figures below are non-binding indications only. Any charge will be based on the reasonable actual repair or like-for-like replacement cost at the relevant time, taking account of the item's age, condition and residual value.