Terms Of Service

Terms of Service

Last Updated: May 4th, 2026

Overview

Welcome to Once Upon a Wall! The terms "we," "us," and "our" refer to Once Upon a Wall ("onceuponawall.co"). We operate this website and all related services to provide you with personalized, hand-touched portrait canvases (the "Services"). Our Services are powered by Shopify.

These Terms of Service ("Terms") describe your rights and responsibilities when using our Services. Please read them carefully, as they include important information about your legal rights.

By using our Services, you agree to these Terms and our Privacy Policy. If you do not agree, please do not use our Services.

Section 1 — Eligibility and Your Account

By using our Services, you confirm that you are at least 18 years old (or the age of majority in your jurisdiction). If you allow minor dependents to use our Services on your devices, you are responsible for their activity.

When placing an order, you agree to provide accurate and complete information, including your email address, billing details, and shipping address. You are responsible for keeping your account information current and secure.

Section 2 — Our Products and Services

Once Upon a Wall creates personalized portraits based on photos you provide. Each portrait is generated using modern image-creation tools and then hand-touched by a real artist before it's printed and shipped. Each portrait is custom-made for you.

What to Expect:

We work hard to represent our products accurately. However, please note:

  • Colors may appear slightly different on your screen than on a printed canvas due to monitor settings and printing processes
  • The artistic style may vary slightly from the example images shown on our product pages
  • Canvas texture and finish may differ from digital previews
  • The likeness of the subject in the final portrait depends heavily on the quality of the photo you provide

Our Quality Commitment:

We stand behind every portrait we make. If you're not happy with your portrait, we offer free unlimited revisions until you love it. Please refer to our Refunds & Revisions Policy for full details.

We reserve the right to modify our product offerings, descriptions, and pricing at any time.

Section 3 — Your Photos

What You're Providing:

When you upload photos to create a portrait, you confirm that:

  • You own the photos or have permission from the people in them (or their parents/guardians) to use the photos for this purpose
  • The photos do not contain inappropriate, illegal, or offensive content
  • The photos feature real people (not AI-generated faces or copyrighted characters)
  • You have the right to share photos of any minors depicted in the photo

Photo Requirements:

For the best results, please upload:

  • Clear, well-lit photos where faces are clearly visible
  • Front-facing photos with the subject looking at the camera
  • Photos in common formats (JPG, PNG, HEIC)
  • The highest resolution version you have available

Low-quality or blurry photos will result in lower-quality portraits. If you're unsure whether your photo will work well, email us at hello@onceuponawall.co before ordering.

How We Use Your Photos:

  • We use your photos solely to create your personalized portrait
  • We do not sell, share, or use your photos for any purpose other than fulfilling your order
  • Photos are processed by our systems and shared only with the artists working on your portrait, who are bound by confidentiality
  • Photos are automatically deleted from our active systems within 30 days of order completion
  • We retain backup copies for customer service purposes only and never use them for marketing

Section 4 — Your Portrait

Your Rights:

Once your portrait is created and delivered:

  • You own your personalized portrait for personal, non-commercial use
  • You may print, display, and share your portrait with family and friends
  • You may not resell, commercially distribute, or use the portrait to compete with our Services

Our Rights:

  • We may retain a copy of your portrait for quality assurance and customer service purposes
  • We will not use your portrait in marketing materials without your explicit written permission
  • We retain all rights to our artistic styles, base scenes, brand assets, and creative process

Section 5 — How Our Portraits Are Made

Once Upon a Wall portraits are created using a combination of modern image-generation tools and human artist refinement. This means:

  • Each portrait begins as a base scene developed by our team
  • Your photo is then incorporated into the scene
  • A real artist reviews and refines every portrait before it ships, fixing details such as facial features, hands, and expressions
  • Each portrait is unique and made specifically for you

We continuously improve our process to deliver better results. By using our Services, you acknowledge that your portrait is created through this combined process.

Section 6 — Orders

When you place an order, you are making an offer to purchase. Your order is not confirmed until we accept it and process your payment. We will send an order confirmation email once your order is accepted.

Cancellations:

  • Canvas orders: You have 6 hours after placing your order to request changes or cancellation. Contact us at hello@onceuponawall.co immediately if you need to cancel. After 6 hours, your order moves into our artist refinement and production workflow and cannot be cancelled.
  • Digital portraits: Once an artist has begun work on your portrait, the order cannot be cancelled.

Please review your order carefully before submitting, including your shipping address and selected options.

For returns, refunds, revisions, and quality issues, please see our Refunds & Revisions Policy.

Section 7 — Pricing and Payment

All prices displayed include applicable taxes where required. The currency shown is based on your location and will be confirmed at checkout.

Prices and promotions may change without notice. The price you pay is the price displayed at the time you place your order.

By providing payment information, you confirm that:

  • The payment method belongs to you or you are authorized to use it
  • The billing information you provide is accurate
  • You will pay all charges at the posted prices

We accept major credit cards, PayPal, Apple Pay, and other payment methods as displayed at checkout.

Section 8 — Shipping and Delivery

Canvas Portraits:

Canvas orders are printed and shipped by our fulfillment partners. Most orders are produced within 3-5 business days and ship within an additional 3-7 business days, depending on your location. Delivery times are estimates and may vary based on shipping method and factors outside our control.

Once your canvas ships, you will receive tracking information via email. While we cannot guarantee delivery dates, we work with reliable carriers to ensure your order arrives safely.

Digital Portraits:

Digital portraits are delivered via email within 2-3 business days of your order. Because every portrait is hand-touched by a real artist before it's sent, digital portraits are not instantly delivered. Please check your spam folder if you don't see your delivery email after 3 business days.

If Something Goes Wrong:

If your canvas is lost, damaged, or doesn't arrive, please contact us at hello@onceuponawall.co. We will work with the carrier to resolve the issue and will send a replacement or refund as described in our Refunds & Revisions Policy.

Section 9 — Intellectual Property

Our Services — including our website, branding, artistic styles, base scenes, text, images, graphics, and designs — are owned by Once Upon a Wall or our licensors and are protected by intellectual property laws.

You may use our Services for personal, non-commercial purposes only. You may not copy, reproduce, distribute, or create derivative works from our Services without our written permission.

"Once Upon a Wall" and our logos are trademarks of Once Upon a Wall. You may not use our trademarks without permission.

Section 10 — Customer Reviews and Feedback

We love hearing from our customers! If you submit reviews, photos of your portraits, testimonials, or other feedback ("Feedback"), you grant us permission to use this Feedback in our marketing, on our website, and on social media.

When submitting Feedback, you confirm that:

  • The Feedback is your honest opinion
  • You have the right to share any photos or content included
  • You have disclosed any compensation received in exchange for the Feedback

We may edit Feedback for length or clarity. We are not obligated to use, respond to, or compensate you for Feedback.

Section 11 — Third-Party Services

Our Services may include links to third-party websites or integrate with third-party tools (such as payment processors and print fulfillment partners). We are not responsible for the content, practices, or policies of third parties.

When you use third-party services, their terms and privacy policies apply. Please review them before proceeding.

Section 12 — Relationship with Shopify

Once Upon a Wall is powered by Shopify, which provides our e-commerce platform. However, all sales are made directly between you and Once Upon a Wall.

By using our Services, you acknowledge that Shopify is not responsible for any aspect of your purchase from Once Upon a Wall, and you release Shopify from any claims related to your transactions with us.

Section 13 — Privacy

We respect your privacy. Our collection and use of personal information is described in our Privacy Policy.

Because our Services are hosted on Shopify, some of your information is also subject to Shopify's Privacy Policy.

Section 14 — Prohibited Uses

You agree not to use our Services to:

  • Violate any laws or regulations
  • Infringe on intellectual property rights, including uploading photos of copyrighted characters or celebrities without authorization
  • Upload inappropriate, illegal, or offensive content
  • Upload photos of children without the consent of their parents or guardians
  • Harass, harm, or impersonate others
  • Transmit malware, spam, or malicious code
  • Interfere with or disrupt our Services
  • Collect personal information from other users
  • Use our Services for commercial purposes without permission

We reserve the right to refuse service or terminate your access to our Services if you violate these Terms.

Section 15 — Disclaimer of Warranties

Our Services and products are provided "as is" and "as available." While we strive to deliver high-quality portraits, we cannot guarantee that:

  • Our Services will be uninterrupted or error-free
  • The final portrait will match your exact expectations in every detail
  • Colors on screen will perfectly match printed products
  • The likeness of the subject will be exact in every detail (results depend on photo quality)

TO THE EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

This disclaimer does not limit your rights under our Refunds & Revisions Policy, which provides remedies for quality issues.

Section 16 — Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, ONCE UPON A WALL, OUR PARTNERS, EMPLOYEES, AND AFFILIATES SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM YOUR USE OF OUR SERVICES OR PRODUCTS.

OUR TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THESE TERMS OR YOUR USE OF OUR SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT OR SERVICE GIVING RISE TO THE CLAIM.

Some jurisdictions do not allow limitations on liability, so these limitations may not apply to you.

Section 17 — Indemnification

You agree to defend, indemnify, and hold harmless Once Upon a Wall, Shopify, and our affiliates from any claims, damages, or expenses (including reasonable legal fees) arising from:

  • Your breach of these Terms
  • Your violation of any law or third-party rights
  • Your use of our Services
  • Content you upload or submit, including any photos that infringe on the rights of others

Section 18 — Governing Law and Disputes

These Terms are governed by the laws of [Insert your province/state], [Insert your country], without regard to conflict of law principles.

Any disputes arising from these Terms or your use of our Services shall be resolved in the courts located in [Insert your province/state]. You consent to the jurisdiction of these courts.

Section 19 — Changes to These Terms

We may update these Terms from time to time. When we make changes, we will update the "Last Updated" date at the top of this page.

Material changes will be communicated via email or a notice on our website. Your continued use of our Services after changes take effect constitutes acceptance of the updated Terms.

Section 20 — Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

Section 21 — Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later.

Section 22 — Entire Agreement

These Terms, together with our Privacy Policy and Refunds & Revisions Policy, constitute the entire agreement between you and Once Upon a Wall regarding your use of our Services.

Section 23 — SMS/MMS Mobile Message Marketing Program Terms and Conditions

We offer a mobile messaging program (the "Program"), which you agree to use and participate in subject to these Mobile Messaging Terms and Conditions and our Privacy Policy (the "Agreement"). By opting in to or participating in any of our Programs, you accept and agree to these terms and conditions, including, without limitation, your agreement to resolve any disputes with us through binding, individual-only arbitration, as detailed in the "Dispute Resolution" section below. This Agreement is limited to the Program and is not intended to modify other Terms and Conditions or Privacy Policy that may govern the relationship between you and us in other contexts.

The Program allows users to receive SMS/MMS mobile messages by affirmatively opting into the program, such as through online or application-based enrollment forms. Regardless of the opt-in method you utilized to join the Program, you agree that this Agreement applies to your participation in the Program. By participating in the Program, you agree to receive automated or prerecorded marketing mobile messages at the phone number associated with your opt-in, and you understand that consent is not required to make any purchase from us. While you consent to receive messages sent using an autodialer, the foregoing shall not be interpreted to suggest or imply that any or all of our mobile messages are sent using an automatic telephone dialing system ("ATDS" or "autodialer").

If you do not wish to continue participating in the Program or no longer agree to this Agreement, you agree to reply STOP to any mobile text message from us in order to opt out of the Program. You may receive an additional mobile message confirming your decision to opt out. You understand and agree that the foregoing options are the only reasonable methods of opting out. You understand and agree that attempting to opt out by texting other words or verbally requesting one of our team members to remove you from our list is not accounted for as a reasonable means of opting out.

You acknowledge that the message frequency is variable and that consent is not a condition to purchase. The Program involves recurring mobile messages, and additional mobile messages may be sent periodically based on your interaction with us.

You must have a wireless device of your own, be capable of two-way messaging, be using a participating wireless carrier, and be a wireless service subscriber with text messaging service. Not all cellular carriers support participation. Check your phone's capabilities for specific text messaging instructions.

Message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, contact your wireless provider. For all questions about the services provided by this Program, you can send an email to hello@onceuponawall.co.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Program, any errors in such information, and/or any action you may or may not take in reliance on the information or Program.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Policy.

Key changes from Loverse's version and why:

1. Removed "AI-Generated Portraits" framing throughout. Loverse calls themselves "AI-generated portraits" everywhere. Yours are described as "personalized, hand-touched portrait canvases" — keeps your positioning consistent with your marketing claims about real artists. Section 5 specifically describes your hybrid AI + artist process honestly.

2. Updated cancellation window from 3 hours to 6 hours. Matches your refund policy. You can shorten this later when ops are more automated.

3. Removed the "instant delivery" claim for digital portraits. You don't have AI infrastructure for live generation. Digital portraits at Once Upon a Wall take 2-3 business days because a real artist works on them. The terms now reflect this honestly.

4. Updated photo retention from 90 days to 30 days. This matches your Privacy Policy. Stronger privacy promise = better customer trust, especially since you handle children's photos.

5. Stronger language about parental consent for children's photos. Sections 3 and 14 now explicitly require consent for uploading photos of minors. Important legal coverage given your customer base.

6. Updated revisions to "free unlimited." Matches your refund policy and your competitive positioning vs Loverse.

7. Changed governing law to be customizable. Loverse uses Delaware (a common DTC choice). I left this as a placeholder — if you're operating from Canada (which I believe based on your North Vancouver location earlier), you'd typically use British Columbia or whichever province your business is registered in. If you're incorporated in the US, Delaware or your home state. Talk to an accountant or lawyer about where to incorporate before filling this in.

8. Replaced all email addresses with hello@onceuponawall.co.

9. Removed the truncated Section 23 ending. The Loverse version cut off mid-sentence ("be capable of two-way..."). I completed it with the standard SMS terms language.

Things you need to fill in or confirm before publishing:

  1. The "Last Updated" date at the top
  2. Section 18 — Governing Law: Insert your province/state and country. If you don't have a business entity yet, you'll want to incorporate before fully launching, then update this section.
  3. Email address — Confirm hello@onceuponawall.co is set up and working
  4. Cancellation window — Confirm 6 hours works for your operations