Help centre
Answers, and the standards we hold ourselves to.
If you can't find what you need here, write to hello@thevoicetheyleave.com — a person reads every message.
Our service standards
These are commitments, not estimates. If we miss one on your project, tell us and we'll make it right.
- First reply to any email
- 1 business day
- Intake reviewed after submission
- 2 business days
- First draft — Story Package
- 10 business days from footage received
- First draft — Legacy Film
- 15 business days from footage received
- Revision round turnaround
- 5 business days
- Reported problem on a live memorial
- Acknowledged same day
- Refund processed once approved
- 5 business days
Getting started
- I bought a package — what happens next?
- Your purchase is credited to your account immediately. Sign in, start a memorial, and the credit is applied automatically. Done-for-you packages then move to the intake questionnaire so our editor knows the story before touching a single clip.
- What files should I send?
- Anything you have: phone video, camcorder transfers, scanned photographs, voice notes, favourite songs. Upload the originals rather than compressed copies — we can always trim down, but we can't add back detail that a messaging app removed.
- My upload keeps failing.
- Large uploads resume automatically if the connection drops, so leave the tab open and try again on a stable network. Files over roughly two hours of footage are best split into parts. If it still fails, contact us and we'll send an alternative upload link.
Review and revisions
- How do review rounds work?
- Each stage of the edit appears in your timeline as a checkpoint. When we mark one ready you'll get an email; you either approve it or request changes with timecodes. Work on the next stage only starts once you've approved the current one.
- How many revisions are included?
- Story Package includes two rounds, Legacy Film includes three, and the self-publish tiers are unlimited because you're doing the editing. Additional rounds beyond your package are quoted before any work begins — never billed by surprise.
QR codes and the graveside
- When do I get my QR code?
- It generates the moment you publish, as a high-resolution PNG and as a vector SVG that engravers prefer. Both are downloadable from the QR studio in your dashboard as many times as you like.
- Can I test the code before it's engraved?
- Yes — and you should. The QR studio has a canonical test mode that always encodes the permanent public address, and an on-device verification page that confirms a scan resolves to the right memorial.
- Will the code still work if I change the video?
- Yes. The address behind the code never changes. Swap the video, edit the biography, change the cover photograph — the same engraved code keeps resolving.
Money and account
- How do refunds work?
- Full refund within 30 days of purchase — even if we've started editing — as long as you haven't approved the final video. After you approve the final delivery the purchase is fulfilled. The full policy is on the refunds page.
- What if I stop paying a subscription?
- The page pauses rather than disappearing, and nothing is deleted. Reactivating restores it instantly with the same QR code.
Still stuck?
Read the FAQ, see how your memorial is kept safe, or send us a message.