Terms of service

Effective Date: 8/27/25

Welcome to Family Frame. These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "You") and Family Frame Digital Frames LLC, doing business as Family Frame("Family Frame," "We," "Us"). By purchasing a product from familyframe.co or using our hardware, you agree to be bound by these Terms.

IF YOU DO NOT AGREE TO THESE TERMS, DO NOT PURCHASE OR USE OUR PRODUCTS.

1. The "Dual-Service" Nature of Our Product

To ensure full transparency, you acknowledge that the Family Frame product consists of two distinct components provided by separate companies:

1. The Hardware: The physical digital frame, power adapters, and packaging are sold and warranted by Family Frame.
2. The Software (Uhale): The operating system, mobile app, cloud services, and any in-app subscriptions are provided by a third-party partner, Zeasn/Uhale ("Software Provider").

By using the device, you agree that your use of the software is separately governed by Zeasn/Uhale’s Terms of Service and Privacy Policy. Family Frame is not a party to the user agreement between you and the Software Provider.

2. Orders, Pricing, and Payments

• Order Acceptance: Placing an order is an offer to buy. We may accept or decline orders at our discretion. A contract is formed only when you receive a Shipping Confirmation email.
• Pricing: Prices are listed in U.S. Dollars. We reserve the right to correct pricing errors (e.g., a $0.01 glitch). If a pricing error occurs, we will cancel the order and refund you.
• Taxes: Sales tax is calculated at checkout based on your shipping address.
• No Order Cancellations: All orders are final. Once an order is submitted, it is immediately sent to our fulfillment center for processing and cannot be canceled or modified. This strict policy ensures we meet our fast shipping guarantees.

3. Shipping & Risk of Loss

• Delivery Estimates: Shipping times are estimates and are not guaranteed. We are not liable for delays caused by carriers (UPS, USPS, FedEx).
• Transfer of Title: You own the hardware once the carrier marks the package as "Delivered" to your address. We are not responsible for package theft after delivery ("Porch Piracy").

4. Returns & Warranty (Summary)

This section summarizes our separate policies, which are incorporated into these Terms: 

• 2-Year Limited Warranty: We warrant the hardware against manufacturing defects for 2 years.
• No Accidental Damage: We do not cover cracked screens or damage caused by drops/mishandling.
• Review Full Policy: Please read our full Return Policy and Warranty Policy for detailed instructions.

5. App Subscriptions & In-App Purchases

IMPORTANT: The Uhale App may offer optional "Paid Accounts" or cloud storage subscriptions handled via Apple Pay or Google Play.

• We Do Not Manage Subscriptions: Family Frame does not have access to your billing for in-app purchases.
• No Refunds for Apps: We cannot refund charges made through the Uhale App. All subscription disputes, cancellations, or refund requests for software features must be directed to Apple, Google, or Zeasn/Uhale.
• Auto-Renewal: If you subscribe to a service within the App, you acknowledge it is an agreement between You and Uhale, subject to their auto-renewal terms.
• Future Third-Party Pricing Changes: Any marketing claims regarding "No Subscriptions" or "Free App Usage" refer to the state of the service at the time of your purchase. You acknowledge that the Software Provider (Uhale/Zeasn) is an independent third party that reserves the right to change their business model, introduce premium tiers, or charge fees for future features at their sole discretion. Family Frame guarantees that we will never charge a subscription for the hardware itself, but we are not liable if the third-party software provider introduces fees for app usage in the future.

6. User Conduct & Content

You are responsible for the photos and videos you upload to your frame.

• Prohibited Content: You agree not to upload content that is illegal, pornographic, violent, or violates the intellectual property rights of others.
• Right to Disable: Family Frame and its Software Provider reserve the right to disable accounts that violate these standards, without refund.

7. Software Availability & Updates

• No Guarantee of Uptime: While we strive for perfection, Family Frame does not guarantee that the Uhale App or Cloud Servers will operate 100% of the time without interruption.
• Mandatory Updates: The Software Provider may automatically install firmware updates to secure your device. You agree to these updates as a condition of using the product.
• End of Life: Family Frame guarantees software support for the duration of the 2-Year Warranty. We are not liable for software incompatibility arising after the warranty period (e.g., if future smartphones are no longer compatible with old frame hardware).

8. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

1. Hardware Liability: Family Frame’s total liability for any claim related to the purchase or use of the physical product is limited to the amount you paid for the product.
2. Data Loss: Family Frame is not responsible for the loss of any photos, videos, or data stored on the device or in the cloud. You should always keep backups of your photos on a separate device.
3. Indirect Damages: We are not liable for any indirect, incidental, or consequential damages (e.g., loss of profits, emotional distress, or loss of data) arising from the failure of the hardware or software.

9. Dispute Resolution (Binding Arbitration)

Please read this carefully. It affects your rights.

• Governing Law: These Terms (regarding your purchase of Hardware) are governed by the laws of the State of California.
• Binding Arbitration: Any dispute arising between You and Family Frame shall be resolved exclusively by binding arbitration in Sacramento, California, administered by the American Arbitration Association (AAA). You waive the right to a trial by jury or to participate in a class action lawsuit.
• Software Disputes: Disputes specifically regarding the Uhale App software or data privacy (which are governed by Zeasn’s Terms) may be subject to arbitration in Beijing, China, per Zeasn’s separate Terms of Service.

10. Force Majeure

Family Frame is not liable for delays or failures in performance caused by events beyond our reasonable control, including but not limited to acts of God, war, strikes, global supply chain disruptions, internet service provider failures, or server outages at the Software Provider.

11. Mobile Messaging / SMS Program

By opting into our SMS/text messaging service (e.g., via our website pop-up or checkout), you agree to receive recurring automated promotional and personalized marketing text messages (e.g., weekly photo prompts, cart reminders) from Family Frame.

Your participation in our SMS program is explicitly governed by our separate [Mobile Terms of Service], which are incorporated by reference into this overarching agreement. Consent is not a condition of any purchase. Reply STOP to cancel anytime. Message and data rates may apply.

12. Contact Information

Legal notices or questions regarding these Terms may be sent to:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

For questions specifically regarding the Uhale App, data servers, or app account deletion, please contact the software provider directly at privacy@zeasn.com.