Terms & Conditions

1. About Heldinside & the U.S. Store

Heldinside is the consumer-facing brand operated by Fuzhou Juliu Juliang Trading Co., Ltd. and HJ UNITRADE PTY LTD, Room 918, 9th Floor, Building 1, Hongxing Jingpin Office Building, No. 260 Minjiang Avenue, Cangshan District, Fuzhou City, Fujian Province 350000 China and Unit 2, 221 North Rocks Rd, North Rocks NSW 2151, Australia. This registered business address is not a return address.

The Heldinside U.S. storefront is directed to customers in the United States and is supported by U.S.-focused operations and customer care. Some products are produced and fulfilled in the United States. Fuzhou Juliu Juliang Trading Co., Ltd. and HJ UNITRADE PTY LTD remains the contracting entity unless checkout or an order confirmation expressly identifies a different entity.

2. Eligibility & Agreement

You must be at least 18 years old, or the age of legal majority where you live, and have legal capacity to enter into a contract. By accessing the website, placing an order, or creating, managing, or accessing a Digital Vault, you agree to these Terms. If you do not agree, do not use the website or services.

Our Privacy Policy, Payment Terms, Shipping Policy, Refund & Return Policy, and any product-specific terms displayed before checkout form part of these Terms. If product-specific terms conflict with these general Terms, the product-specific terms apply to that product to the extent of the conflict, subject to applicable law.

Electronic communications

By using the website, placing an order, or providing an email address or telephone number, you agree that we may send order confirmations, Digital Vault setup information, service notices, security messages, policy updates, and customer-care communications electronically. Marketing communications are subject to separate consent and opt-out rights where required. You are responsible for keeping your contact information current and should retain copies of important electronic records.

3. Orders & Personalized Products

Products may be created using customer-provided names, dates, messages, photographs, designs, selections, and other personalization details. You are responsible for reviewing all required fields, spelling, dates, design selections, uploaded files, delivery information, and any available preview before placing your order.

Order submission and acceptance

Submitting an order is an offer to purchase. An automated order acknowledgment confirms that we received the order but does not necessarily mean that the order has been accepted for production. We may decline or cancel an order before production for a legitimate reason, including suspected fraud, payment failure, an obvious pricing or listing error, unavailable materials, an unsupported delivery address, or Customer Content that violates these Terms.

If we cancel an order before providing the product or service, we will issue a refund of the amount paid for the cancelled portion using the original payment method, unless another method is required or agreed.

Pricing, taxes and promotions

Unless checkout clearly states otherwise, prices on the U.S. storefront are displayed in U.S. dollars. Applicable sales tax, shipping charges, and other required charges are calculated or disclosed at checkout based on the information available at that time.

Discount codes, coupons, gifts, promotions, and limited-time offers may have additional eligibility, expiration, product, minimum-purchase, geographic, or combination restrictions. They have no cash value, cannot be applied retroactively unless stated otherwise, and may be withdrawn or corrected where an offer contains an obvious error, subject to applicable law.

Colors, positioning, cropping, scale, and appearance may vary slightly between an on-screen preview and the finished physical product because of screen settings, printing processes, materials, and normal production tolerances. These ordinary variations do not limit any rights you may have if a product is defective, damaged, materially different from what was ordered, or otherwise fails to meet applicable legal requirements.

Submitting a cancellation or change request does not guarantee approval once production has started. Approved changes may affect production and delivery estimates.

4. Digital Vault Service

“Digital VAULT” means the unlisted digital content space included with every Heldinside personalized product and connected to that product through a QR code or unique link. Depending on the selected product or template, supported features may include videos, photos, voice messages recorded through the supported online feature, and written personal messages.

Audio-file uploads such as MP3, M4A, or WAV are not currently supported unless a product page expressly states otherwise. File formats, sizes, quantities, recording features, and other technical limits may vary by product and may be updated for security, compatibility, or service performance.

Unless stated otherwise, Digital Vault content may be added after checkout and may be updated later. Customers should retain their own copies of important original files.

5. Access, Privacy & PIN

A Digital Vault is private and unlisted by default. It is not designed to appear in public search results or a public gallery. Anyone who receives the QR code or unique link may access the Digital Vault unless an optional PIN is enabled.

You are responsible for sharing the QR code, unique link, and PIN carefully; maintaining control of devices and email accounts used to manage the Digital Vault; and notifying us promptly if you believe access has been compromised. An optional PIN provides additional protection but cannot guarantee absolute security.

6. Customer Content, Ownership & Permission

“Customer Content” includes photographs, videos, voice recordings, written messages, names, dates, designs, personalization information, and other material you submit for a product or Digital Vault. You retain ownership of your Customer Content.

You grant Heldinside and the service providers acting for us a limited, non-exclusive, worldwide permission to host, store, process, reproduce, adapt for technical or production purposes, transmit, display, and otherwise use Customer Content only as reasonably necessary to:

• create and deliver your personalized product;
• provide, maintain, secure, troubleshoot, and support the Digital Vault;
• review or address suspected violations, safety concerns, or legal requests; and
• exercise or defend legal rights and comply with applicable law.

This permission lasts only for as long as reasonably necessary for those purposes, subject to applicable retention obligations. We will not use your private Digital Vault content in public advertising or promotional material without appropriate permission.

You confirm that you own Customer Content or have all rights, permissions, releases, and consents needed to submit it and authorize its use under these Terms. If Customer Content includes another person’s image, voice, name, personal information, creative work, or other protected material, you are responsible for obtaining the necessary authorization.

7. Prohibited Content & Conduct

You must not upload, record, store, submit, transmit, or share Customer Content, or use the website or Digital Vault, in a way that:

• violates any applicable law, regulation, court order, or legal right;
• infringes copyright, trademark, privacy, publicity, confidentiality, or other rights;
• is fraudulent, deceptive, defamatory, threatening, harassing, hateful, abusive, exploitative, or intended to facilitate unlawful activity;
• contains malicious code, malware, unauthorized tracking technology, or material intended to interfere with or compromise a device, account, network, website, or service;
• impersonates another person or misrepresents your identity, authority, affiliation, or ownership of content;
• contains another person’s photograph, video, voice, private information, or intimate material without the rights and consent required by law; or
• attempts to bypass access controls, security measures, technical limits, or restrictions imposed on the service.

8. Content Review, Removal & Enforcement

We are not required to routinely monitor every private Digital Vault. However, where reasonably necessary, we may investigate reported or suspected violations and may review relevant Customer Content and account information in accordance with our Privacy Policy and applicable law.

If we reasonably believe that content or conduct violates these Terms, applicable law, or the rights or safety of another person, we may take proportionate action, including:

• requesting information or corrective action from the customer;
• restricting access to specific content;
• removing or permanently deleting content;
• temporarily suspending a Digital Vault, QR link, account, order, or related service;
• terminating access for a material, repeated, or serious violation;
• preserving relevant records where legally permitted or required; and
• reporting information to law-enforcement, courts, regulators, emergency services, child-protection bodies, or other appropriate authorities where required or authorized by law.

Where appropriate and lawful, we will consider the nature and seriousness of the issue before acting. Urgent action may be taken without prior notice where reasonably necessary to protect a person, preserve security, prevent unlawful activity, comply with a legal obligation, or avoid further harm.

If access is restricted because of a suspected violation, you may contact support@heldinside.com to request a review. We may decline to restore content or access where doing so would violate law, compromise safety or security, interfere with an investigation, or continue a material breach.

A restriction or termination resulting from your material breach does not by itself create a right to a refund for services already provided or costs already reasonably incurred. This does not limit any refund, remedy, or other right that cannot lawfully be excluded.

9. Intellectual Property & Infringement Reports

The Heldinside name, website, Digital Vault software, page layouts, graphics, logos, service features, and other materials supplied by Heldinside are owned by or licensed to Heldinside and are protected by applicable intellectual-property laws. Except as permitted by law or expressly authorized by us, you may not copy, modify, distribute, reverse engineer, scrape, resell, or create derivative works from our website or service.

Copyright complaints

If you believe Customer Content available through Heldinside infringes your copyright, email support@heldinside.com with the subject line “Copyright Complaint.” Your notice should identify the copyrighted work, identify the disputed material and its location, provide your contact information and signature, and include statements that you have a good-faith belief the use is unauthorized and that the information in the notice is accurate.

We may request additional information, restrict or remove the disputed material, notify the customer who submitted it, and consider a good-faith response or counter-notice where appropriate. Submitting a knowingly false infringement claim may result in legal liability.

10. Editing, Deletion & Recovery

Customers may add, replace, update, or delete supported Digital Vault content after purchase. When a customer deletes content, we provide a 7-day recovery period where technically possible. After that recovery period, deletion is permanent from active systems, although residual copies may remain temporarily in secure backups until overwritten through normal backup cycles.

If an order is cancelled and approved before production, the connected Digital Vault content will be deleted and cannot be restored. If a refund is approved after delivery, the connected Digital Vault content may be deleted and cannot be restored once deletion is completed.

Deletion of Digital Vault content does not require deletion of separate transaction, payment, fraud-prevention, customer-support, tax, accounting, dispute, or legal records that we are permitted or required to retain.

11. Replacements, Remakes & QR Codes

An approved replacement or remake will use the original Digital Vault and original QR code by default. A new QR code and Digital Vault will be issued only when specifically agreed. A replacement or remake does not by itself authorize automatic deletion of the original Digital Vault.

If a QR code is damaged, becomes unreadable, or does not open the expected Digital Vault, contact customer care with the relevant order information. Available solutions depend on the cause of the problem, the product, and applicable consumer law.

12. Lifetime Storage & Service Availability

Every Heldinside personalized product includes Digital VAULT access while the Heldinside Digital VAULT service remains available. This means customers may revisit and update supported content over time during the operating life of the service. It is not a promise that every existing feature, format, storage method, or third-party provider will remain unchanged forever.

We may perform maintenance and may update, replace, or modify features where reasonably necessary for security, compatibility, legal compliance, performance, or service improvement. We will not intentionally remove a material paid feature without a legitimate reason. Where practicable, we will provide reasonable advance notice of a material discontinuation and an opportunity to export supported content when an export option is available.

Temporary outages may occur because of maintenance, security incidents, third-party service failures, network conditions, or events beyond reasonable control. We will use reasonable efforts to restore affected services.

13. Payments, Shipping & Delivery

Payment is required at checkout and is processed through supported payment providers. Prices, taxes, discounts, currency conversions, and delivery charges shown at checkout form part of your order. Additional payment terms are set out in our Payment Terms.

The U.S. storefront primarily accepts orders for delivery to supported addresses within the United States. Delivery availability is determined at checkout. You are responsible for providing a complete and accurate delivery address and for promptly responding to reasonable address-verification requests.

Production and shipping time frames shown on the website are estimates unless expressly stated as guaranteed. We will have a reasonable basis for the shipping time represented at the time of sale. If we cannot ship within the promised time, we will provide a delay notice and an opportunity to agree to the revised date or cancel the affected unshipped item for a prompt refund, as required by applicable U.S. law.

Delivery dates after shipment may be affected by carrier operations, severe weather, address issues, security screening, supply interruptions, and other circumstances. Our Shipping Policy explains current processing estimates, delivery regions, tracking, and procedures for delayed, lost, damaged, or misdelivered shipments.

Title and risk of loss pass to the customer upon delivery to the address provided, except where applicable law provides otherwise. This does not limit claims for items that are lost before delivery, damaged in transit, or otherwise covered by our policies or applicable law.

14. Cancellations, Returns & Consumer Remedies

Cancellation or modification requests should be submitted within 12 hours after ordering, but approval is not guaranteed once production has started. Because personalized products are made using customer-selected content, change-of-mind returns may be limited as described in our Refund & Return Policy.

Personalization does not remove rights relating to products that are faulty, damaged, materially different from what was ordered, or otherwise fail to meet applicable legal requirements. Available remedies depend on the nature and seriousness of the issue and applicable law.

15. Third-Party Services

The website and services may depend on third parties, including Shopify, payment processors, cloud and storage providers, production partners, fulfillment providers, delivery carriers, analytics providers, and communication services. Third-party services may be governed by their own terms and privacy policies.

We are not responsible for independent third-party websites or services that we do not control. However, this clause does not exclude responsibility that Heldinside has under applicable law for providers acting on our behalf or for goods and services supplied under your contract with us.

16. Suspension & Termination

You may stop using the website or Digital Vault at any time and may request deletion in accordance with our Privacy Policy and applicable retention requirements.

We may suspend or terminate access where reasonably necessary because of a material or repeated breach of these Terms, unlawful use, a serious safety or security risk, non-payment, a valid legal requirement, or discontinuation of the relevant service. Where the issue can reasonably be corrected and urgent action is not required, we may provide notice and an opportunity to remedy it.

Termination does not affect rights, obligations, payments, liabilities, or remedies that arose before termination. Sections concerning content permissions for retained records, intellectual property, consumer rights, liability, disputes, and general legal terms continue to apply where their nature requires it.

17. Service Disclaimers

To the extent permitted by law, website and Digital Vault functions are provided subject to availability. We do not promise that access will always be uninterrupted, completely secure, or free from every technical error. We do not guarantee that every device, browser, camera, QR scanner, network, or third-party integration will remain compatible.

These disclaimers do not apply to the extent that a guarantee, warranty, representation, or remedy cannot lawfully be excluded.

18. Responsibility & Liability

Each party is responsible for loss or damage to the extent caused by its own acts, omissions, breach of these Terms, negligence, or unlawful conduct. To the extent permitted by law, Heldinside is not responsible for loss caused by inaccurate customer-supplied personalization, unauthorized sharing of a QR code, link, or PIN, customer deletion of content after the recovery period, unsupported files or devices, or events outside our reasonable control.

To the extent permitted by law, neither party is liable to the other for indirect or consequential loss that was not reasonably foreseeable when the contract was formed. Nothing in these Terms limits liability for fraud, wilful misconduct, death or personal injury caused by negligence where liability cannot be limited, or any other liability or remedy that cannot lawfully be excluded or restricted.

Claims caused by Customer Content

To the extent permitted by law, you agree to reimburse Heldinside for reasonable, documented losses, damages, and third-party claim costs finally awarded by a court or agreed in a settlement approved by you, but only to the extent directly caused by your knowing or willful submission of Customer Content that infringes another person’s intellectual-property, privacy, publicity, or other legal rights, or by your material violation of Section 7.

We will provide reasonable notice of a covered claim and allow you a reasonable opportunity to participate in the defense. This obligation does not apply to the extent a claim results from Heldinside’s unauthorized modification or use of Customer Content, negligence, unlawful conduct, or breach of these Terms.

19. Changes to These Terms

We may update these Terms to reflect changes in law, security requirements, technology, products, or services. The updated Terms will be posted on this page with a revised date.

Material changes will apply prospectively unless law requires otherwise. Where a change materially affects an ongoing paid Digital Vault service, we will provide reasonable notice where practicable. Continuing to use the affected service after the effective date means you accept the updated Terms, but no update removes rights or remedies that cannot lawfully be excluded.

20. U.S. Law & Dispute Resolution

For purchases made through the U.S. storefront for delivery in the United States, applicable United States federal law and the mandatory consumer-protection laws of the state where the customer resides apply to the customer’s purchase and use of the service. Corporate organization and internal matters concerning Fuzhou Juliu Juliang Trading Co., Ltd. and HJ UNITRADE PTY LTD remain governed by applicable Australian law. No choice-of-law provision in these Terms removes a protection that cannot lawfully be waived.

Before starting formal proceedings, we encourage you to contact support@heldinside.com with the subject line “Dispute Notice,” briefly describe the issue, and identify the relevant order or Digital Vault so we can try to resolve the matter informally. The parties should allow a reasonable period for a response, unless urgent action is required.

If the matter is not resolved, either party may use a court with lawful jurisdiction or another dispute process available under applicable law. These Terms do not require private arbitration and do not waive any right to participate in a class or representative action where that right exists. Nothing prevents either party from seeking urgent relief or reporting a matter to the Federal Trade Commission, a state attorney general, another regulator, or an appropriate consumer-protection body.

21. General Legal Terms

If a provision of these Terms is found to be invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue to apply. Our failure to enforce a provision immediately is not a waiver of that provision.

You may not transfer your contractual rights or obligations to another person without our consent, except where applicable law permits. We may transfer our rights or obligations as part of a genuine business sale, restructuring, or service transfer, provided that the transfer does not reduce your non-excludable rights.

These Terms and the policies incorporated by reference form the agreement between you and Heldinside concerning the website, order, product, and Digital Vault, together with any product-specific terms presented before checkout.

22. Contact Us

For questions about these Terms, an order, a Digital Vault, or a content restriction, contact:

Fuzhou Juliu Juliang Trading Co., Ltd. / Heldinside
Email: support@heldinside.com
Room 918, 9th Floor, Building 1, Hongxing Jingpin Office Building, No. 260 Minjiang Avenue, Cangshan District, Fuzhou City, Fujian Province 350000 China

HJ UNITRADE PTY LTD / Heldinside
Email: support@heldinside.com
Unit 2, 221 North Rocks Rd
North Rocks NSW 2151
Australia

This is not a return address.