THIS POLICY IS FOR KEEPSAKES ONLY. This page covers keepsakes ordered through the service's page (a recording, a tribute book, a photo print and the like). IT IS NOT PART OF, AND DOES NOT COVER, ANY FUNERAL, MEMORIAL, CREMATION OR BURIAL SERVICE, GOODS OR CHARGES from the funeral home or any other funeral home. Those are solely between you and the funeral home, so please ask the funeral home about them. Nothing paid to a funeral home for them can be refunded, changed or settled through this policy.
Keepsake orders are fulfilled by MiVoBroadcast, not by the funeral home or its locations. For anything about an order, including a cancellation or a refund, contact MiVoBroadcast Support at support@mivobroadcast.com, not the funeral home.
Ordering
An order is placed with MiVoBroadcast. A keepsake is optional and separate from the service itself. Prices and what each keepsake contains are shown at the order step. Keepsakes ship to addresses in the United States only. An international order can only be requested by email to MiVoBroadcast Support at support@mivobroadcast.com, and is not guaranteed. Payment is taken online at checkout by the payment provider named there, or arranged as the order's page says. Some orders wait for the family's OK first: what the family declines is not made, and anything paid for it is refunded.
Before a keepsake is made
An order can be cancelled for a full refund until it has started being made (for a recording, until the master is cut; for a printed item, until it goes to print). Write to MiVoBroadcast Support at support@mivobroadcast.com with the order number from the confirmation.
After it is made
A made-to-order keepsake cannot be returned because you changed your mind. If what arrives is damaged, faulty or not what was ordered, MiVoBroadcast replaces it or refunds it in full, at MiVoBroadcast's choice. Tell MiVoBroadcast Support within 14 days of delivery and keep the item and its packaging until it is sorted; a photo of the problem helps. After 14 days the order counts as accepted.
What is not a fault
Keepsakes are made on a best-effort basis from the recording and the material available, as they are. These are not faults and are not refunded:
- the quality, framing, lighting, sound, length or completeness of the service's stream or recording, including a gap, an interruption or a part that was not captured
- the quality, resolution, format, cropping, color or content of any photo, video, music or words uploaded or supplied, or a file that could not be read or used
- names, dates, spelling and other details as they were entered or approved
- small differences between a preview or a screen and the finished item
- a problem with your own device, player, internet connection or USB port
If a keepsake cannot be made at all (for example, no usable recording exists), that item is cancelled and what you paid for it is refunded.
A digital keepsake
A download or a watch link is delivered at once and cannot be returned, except where it does not play; then it is fixed or, if it cannot be fixed, refunded. Please keep your own copy: links and files do not stay available forever.
How a refund is paid
A refund goes back the way it was paid: to the card or payment account you used, through the payment processor, usually within 5 to 10 working days of MiVoBroadcast approving it, and your bank may take longer. Where the money was paid in person or by invoice, or was collected by a funeral home, MiVoBroadcast Support arranges the refund and it is paid back by whoever received the payment. Where you paid nothing for a keepsake, there is nothing to refund.
Please contact us before disputing a charge with your bank; most problems are sorted faster that way. We may give the payment provider the order's details to answer a dispute.
Your only remedy
To the fullest extent the law allows, a replacement or a refund under this policy is your only remedy for a keepsake, and the most anyone can owe you for a keepsake is what you paid for it. MiVoWorks and American Networking do not sell keepsakes and cannot be held liable or responsible for a keepsake or a refund. The funeral home and its locations do not fulfill keepsake orders and are not responsible for them, beyond passing back any payment they collected.
The Terms of use apply to this policy too, including their disclaimers, limit of liability, binding arbitration and class action waiver. Nothing here takes away a right that the law says cannot be waived.
Changes
We may change this policy; the date and revision at the top of the page show the version in force. An order is covered by the version in force when it was placed.
Questions
Contact MiVoBroadcast Support at support@mivobroadcast.com. The order number helps.