Terms of Service

Effective Date: 4 January 2026

​These Terms and Conditions (“Terms”) govern your (“Client”, “You”) use of the Video Guestbook services provided by Once Upon A Hello (“We”, “Us”). By booking our services, you agree to comply with and be bound by these Terms. Please read them carefully before proceeding with your reservation.

​1. Service Overview
We provide Video Guestbook service that allows you to rent our video recording equipment to capture messages and well-wishes from your event attendees. This includes the setup, operation, and teardown of the equipment, and any associated decorations included in your chosen package.

2. Reservation and Booking

  • Booking Confirmation: A 50% deposit is required to secure your reservation. The remaining balance must be paid no later than 1 day after the event date, unless otherwise agreed in writing. Accepted payment methods include PayNow, bank transfer. Late payments may affect delivery of recordings.

  • Event Duration: The rental period begins and ends at the times specified in your reservation. Extensions Fees applies for extensions of service beyond the originally agreed rental period and are subject to availability.

​3. Cancellation, Refund and Rescheduling

  • Cancellation by Client:

    • Cancellations made 30 days or more before the event date is possible and will result in a full refund of the initial deposit.

    • Cancellations made within 30 days of the event date are non-refundable and will result in forfeiture of the deposit.

  • Cancellation by Us: In the unlikely event that we need to cancel your booking, the client will receive a full refund of whatever the client has already paid for.

  • Rescheduling: Rescheduling is allowed if requested at least 14 days before the event, subject to availability. Should your new date be unavailable, the booking shall be treated as a cancellation under the same rules above.

4. Equipment Responsibility

  • Proper Use of Equipment: The Client is responsible for ensuring that the Equipment is protected from misuse, theft, inclement weather, and any other avoidable throughout the duration of the rental. Repair or replacement charges will apply for any partial/complete damaged or loss.

  • Liability for Damages: The Client agrees to be fully responsible for the care, security, and return of all rented equipment provided by Us, including but not limited to: video recording devices, phone units, signage, stands, cords, decor, memory cards, and all associated accessories. Normal wear consistent with appropriate use will not be considered damage. However, intentional misuse, neglect, or unauthorised modification will result in additional charges.

  • Replacement/Backup Equipment Policy: In the event of equipment malfunction or failure on-site, we will provide replacement or backup equipment where feasible. Recovery of service is subject to availability and may be limited by timing or venue constraints.

5. Usage Guidelines
The Video Guestbook service must be used in a lawful and appropriate manner. The client must ensure a safe, stable, adequate and dry space for the setup and is responsible for securing all necessary venue approvals for the setup and operation of the Video Guestbook. The Client must ensure accessibility for equipment loading and unloading.

Any use that violates applicable privacy rights, intellectual property laws, or any other legal standards is strictly prohibited. We reserve the right to refuse or disable the equipment if it is used inappropriately. We are not liable for any reduction in captured footage due to low guest participation, queues, or improper use of equipment.

6. Privacy and Data Protection

  • Ownership of Recordings: All recordings made through the Video Guestbook are your property and we will not share, distribute, or use them without your explicit consent.

  • Photo/Video Consent: The Client is responsible for obtaining consent from guests who may appear on video recordings. We are not liable for disputes arising from guests who have not provided consent.

  • Data Protection: We are committed to safeguarding your privacy and implementing necessary measures.

​7. Customer Support
For any issues or concerns during the rental period, please contact us. We are dedicated to ensuring that your event runs smoothly.

8. Force Majeure
We are not liable for delays, cancellations, or failure to perform obligations due to circumstances beyond our control, including but not limited to natural disasters, accidents, government restrictions, illness, or other unforeseen events.

9. No Warranty
We strive to provide reliable equipment, but we make no warranties, express or implied, regarding the fitness for a particular purpose or the availability of our services at any given time.

10. Limitation of Liability
Our liability is strictly limited to the rental fees paid. We are not responsible for any indirect, incidental, or consequential damages that may arise as a result of using our service.

11. Delivery of Recordings
All recordings will be delivered via a downloadable digital link within 10 business days after the event. All digital files will be stored securely for 30 days before permanent deletion unless otherwise arranged with the Client.

12. Modifications to Terms
We reserve the right to amend or modify these Terms at any time without prior notice. Continued use of our services after changes are made will constitute acceptance of the revised Terms.​

By using our Video Guest Book rental services, you agree to abide by these Terms. If you have any questions or concerns, please contact us at yy@onceuponahello.com