Terms and Conditions
Effective November 3, 2026.
Once Upon Love is operated by ROTIV VENTURES LLC (Wyoming, USA). These terms apply to onceuponlove.com and our personalized portrait service. Please read them with our Privacy Policy, Shipping Policy and Returns, Refunds & Replacements Policy.
1. Overview
By using the service or placing an order, you agree to these terms to the extent permitted by applicable law. You must be an adult able to enter a purchase agreement or use the service with appropriate authority. Updates apply prospectively and do not remove promises applicable to an existing order.
2. Custom orders and approval
We create personalized digital artwork from the photos and instructions you provide. AI image processing is used for portrait previews. Oil Painting and other style names describe the visual effect. A canvas order is a print of selected digital artwork, not an original painting applied directly to canvas by hand.
Review the selected artwork, faces, spelling, size, orientation, composition and delivery details before checkout. A screen and a printed surface can look different; this does not excuse a defect or a material mismatch with what you ordered.
Without an Artist Refinement Request included with the original order, we produce your selected version; artist revisions and a separate artwork approval exchange are not automatically included. With an original request, we refine the artwork and send the revision for your approval before printing.
3. Pricing and payments
Prices and payments are in U.S. dollars. The available payment methods, applicable taxes and any optional charges are shown at checkout. We may correct a listing or pricing error; if it affects an order, we will contact you about the available options and will not charge a higher amount without your agreement.
4. Artist refinement and satisfaction guarantees
Orders without an original Artist Refinement Request are not refundable for dissatisfaction or a change of mind, except where a remedy is required by law. If the original order includes an Artist Refinement Request, the refinement refund guarantee applies until you approve the revised artwork. It ends on approval. A request added only after an order was placed without one does not create eligibility.
Separately, contact us within 30 days of delivery for a free replacement if a canvas arrives damaged or defective. If you are unhappy with the delivered canvas, our 30-day satisfaction promise provides a free redo. Replacement shipping is included. These are replacement promises, not a post-delivery money-back guarantee. The full policy explains the conditions.
5. Shipping and delivery
Standard shipping is free for our custom canvas portraits to eligible contiguous U.S. destinations; Alaska, Hawaii and international destinations are excluded. Production normally takes 2–5 business days and carrier delivery usually takes another 3–7 business days, plus any refinement and approval time before production. See the Shipping Policy for details. If we cannot ship as promised, applicable delay-consent, cancellation and refund rights remain available.
6. Returns, cancellations and order changes
Because portraits are personalized, routine cancellations and changes are not guaranteed after ordering. Contact us promptly about a mistake. The eligible pre-approval refinement refund guarantee and any remedy required by law still apply. Do not return a canvas before receiving instructions from our team. See the Returns, Refunds & Replacements Policy.
7. Intellectual property and your content
You retain rights to the photos and other content you submit. You must have permission to use that content and include the people shown. For a child's photo, you must be their parent or guardian or have permission from one.
You give us and providers working on your portrait the limited permission needed to process the content and create, revise, produce, deliver and support the requested portrait. Uploading does not automatically authorize public advertising use.
Store branding and protected content belong to ROTIV VENTURES LLC or the relevant rights holders. Do not copy protected content without permission, submit unlawful or infringing material, impersonate or harass someone, or interfere with the service's security.
8. Privacy and other services
Our Privacy Policy explains how photos, artwork, contact details, orders and usage information are handled. Providers support commerce, AI image processing, storage and communications. Saving a portrait to email is separate from subscribing to marketing. Third-party services you choose to use have their own terms and privacy practices.
9. Liability and mandatory rights
To the extent permitted by applicable law, ROTIV VENTURES LLC is not liable for indirect, incidental or consequential loss arising from use of the website or products, and our total liability for an order is limited to the amount paid for that order. These limits do not apply where liability cannot lawfully be excluded or limited.
Nothing in these terms removes mandatory consumer rights or remedies, including for defects, non-delivery, nonconforming goods or misrepresentation.
10. Governing law and changes
These terms are governed by the laws of the State of Wyoming, United States, subject to mandatory laws and consumer protections that apply to you. Disputes are subject to the courts of Wyoming except where applicable law gives you a right to use another court or prevents that restriction.
We may update these terms prospectively and will publish the updated date and provide notice where required. For existing orders, we honor the applicable promises and conditions presented when the order was placed; an update does not retroactively remove them.
11. Contact information
For questions about these terms or your order, contact ROTIV VENTURES LLC, operating Once Upon Love, Wyoming, USA, at hello@onceuponlove.com.