Terms of sale · FamilyPrint

This is a translation. The Danish version applies.

These terms apply when you order a photo book or a photo calendar in the FamilyPrint app. They apply to orders from [DATO]. You can always read, save and print them here.

In short

You make your book or calendar in the app and pay when you order. We charge the amount straight away, because it is made for you.
There is no right of withdrawal on photo books and photo calendars. You can, however, cancel free of charge for 60 minutes after you have paid.
We send it to a GLS parcel shop near the address you entered. The parcel is normally ready 4–5 working days after your order and at the latest [SENEST] working days after.
If what you received is faulty, you have a 2-year right to complain under the Danish Sale of Goods Act (købeloven). On top of that you get our print promise (trykløfte): if there is a print fault, or it was damaged on the way, and you contact us within 60 days after you collected the parcel and send a few pictures of the fault, you choose between a new book or calendar and your money back. Your 2-year right to complain still applies afterwards.
Fault or damage? Write to hello@familyprint.app or call [TELEFON]. Give your order number, and feel free to send pictures of the fault.

1. Who we are

You buy from FamilyPrint.

Address: Koglevej 1, 2680 Solrød Strand, Danmark
CVR: 46861280
Email: hello@familyprint.app
Phone: [TELEFON] ([TELEFONTID])

We answer emails within [SVARTID]. You can write to us in Danish or English. You can also write to us here if you think one of our products may be dangerous.

Authorities and users can use the same email as the point of contact under the EU Digital Services Act (DSA).

2. Who can order

You must be 18 or over to order. If we find that an order was placed by someone under 18, we cancel it and refund everything.
We only send to addresses in Denmark. We do not send to Greenland or the Faroe Islands.
You order in Danish, and the contract is made in Danish.

3. Photo books and photo calendars

You can order photo books and photo calendars. Where we write “book” below, it includes calendars unless stated otherwise.
Size, cover or format, paper, number of pages or months, and price are shown in the app before you order.
A calendar has a cover and 12 months from the month you choose. We add Danish public holidays and week numbers, and you can write special days and other texts on the days.
You make the book yourself with your own photos and texts. We print it as you made it. If you leave a photo frame inside the book empty, it is printed as blank paper.
The book is printed by our print partner Gelato and the printers Gelato uses.
Colours can look a little different on paper than on a screen, because the screen gives off light and paper doesn’t. The normal difference is not a fault. If the difference is clearly larger than normal, for example a strong colour cast, you can complain.
If the printer needs a particular number of pages, we add blank pages at the end of the book. The app shows you how many before you order. You don’t pay for them. [FORUDSÆTTER APP-TEKST B3]

4. How to order

You make your book and put it in the basket.
You enter your email, your phone number and your address. We send to a GLS parcel shop near the address.
Under Gennemse (Review) you see the whole order. Here you can go back and correct mistakes, for example in the address or in the book.
When you tap Fortsæt til betaling (Continue to payment), the app sends your photos and details to us so we can prepare the order. You have not paid yet. You then see the final price on the Klar til betaling (Ready to pay) screen.
You place your order when you tap Køb og betal (Buy and pay) on the Klar til betaling screen. The button shows the amount. You are then obliged to pay, and the amount is charged straight away.
When the payment has gone through, we have received your order, and the contract is made. The app shows Bestilling modtaget (Order received), and you get an order confirmation by email.

If the app closes before you see Bestilling modtaget, the order has still been received if the payment went through. You can normally see it under Konto → Bestillinger (Account → Orders), and you get the order confirmation by email. Don’t order again before you have checked your email. If in doubt, write to us before the 60 minutes are up.

If a payment goes through for an order we can no longer accept, for example because it has expired or been cancelled, we automatically refund the whole amount, and you are told by email.

If we cannot make or deliver the book after you have received the order confirmation, we refund everything and tell you by email. You can always order the book again. Your rights under the Sale of Goods Act also apply here (section 7).

Your order confirmation. Shortly afterwards you get an order confirmation by email. It is your receipt. It contains the key points of these terms, our whole print promise and the terms as a PDF. Keep it.

Where you can see your order. In the app under Konto → Bestillinger. The overview in the app is stored only on your phone. Your receipt is the email. We keep the order ourselves for as long as our privacy policy describes. If you want to see an earlier version of these terms, write to us.

5. Prices and payment

All prices are in Danish kroner and include 25 % VAT.
Shipping costs DKK 59 per order, however many books and calendars you order.
The final price including shipping is shown on the Klar til betaling screen before you pay. That is the price you pay. If we change our prices later, it does not affect orders you have already placed.
You can pay with a card, Apple Pay or MobilePay. We charge no fee for paying by card.
Stripe handles the payment. We never see your card details.

When we charge the amount. Your book is made especially for you. That is why we charge the whole amount when you tap Køb og betal, and not only when the book is sent. The Klar til betaling screen says so too, and you accept it when you tap. If you cancel within 60 minutes, you get your money back (section 6). If we don’t deliver, you have the rights in section 7. If you paid by payment card and don’t receive the book, you can also ask your bank to reverse the payment under the Danish Payments Act (betalingsloven).

6. Cancellation within 60 minutes

You can cancel your order free of charge for 60 minutes after you have paid. This is a right you have under these terms. It is not a statutory right of withdrawal. The 60 minutes run from the moment the payment went through.

How to cancel. Open the order in the app, from the confirmation or under Konto → Bestillinger, and tap Annullér (Cancel). The app shows how much time you have left.
Want to change something? Then you cancel and order again. Tap Rediger (Edit): we cancel the order, and your designs come back to the basket if they are still on your phone. You pay when you order again. The new order gets its own price, delivery time and its own 60 minutes.
The money. You get the whole amount back, including shipping, to the payment method you used. We send the money back straight away, but it can take up to 10 banking days before it shows in your account. You get a confirmation by email.
The whole order. You cancel the whole order. If you ordered several items, you cannot cancel just one of them.
If the app doesn’t work. Write to hello@familyprint.app before the 60 minutes are up. Your cancellation then counts as if you had tapped in the app, even if we only read your email a little later.
Afterwards. When the 60 minutes are up, the book goes to print, and the order can no longer be cancelled. If the book is faulty, you still have your right to complain and our print promise.

7. Production and delivery

When the 60 minutes are up, we make the print file, and the book goes to print.
We send the book with GLS to a parcel shop near the address you entered. We do not deliver to your door, and you cannot choose the parcel shop yourself.
The book is normally ready in the parcel shop 4–5 working days after your order. Saturdays, Sundays and public holidays don’t count. We promise that it is ready at the latest [SENEST] working days after your order. If it isn’t, it is late (see below).
GLS notifies you by text message or email when the parcel is ready. The notice goes to the phone number and email you entered in the order. If you send the book to someone else, remember to pass on the notice, or enter the recipient’s phone number.
You can follow the order in the app. When the book has been sent, you normally get a link to track the parcel.
If you order several items, they may arrive in separate parcels and on different days. You only pay shipping once.
We are responsible for the book until you have collected it from the parcel shop (købeloven § 73).

If the book is late. Write to us. You can choose to wait or give us a reasonable extra deadline. If the book doesn’t arrive within that deadline either, you can cancel the purchase and get all your money back. You can cancel straight away if we refuse to deliver, or if it was essential to you to have the book by a particular day, and we knew or ought to have understood that. That is the case, for example, if you wrote it to us before you ordered, or if we ourselves promised that orders placed before a certain date arrive in time for Christmas. You may also be entitled to compensation under the Sale of Goods Act.

If the parcel is lost. We are responsible for the book until you have collected it. If the parcel is lost, you get a new book or all your money back. You choose. This applies whenever you write to us, as long as you have not received the book. If we have deleted your photos by the time you write, we ask you to send them again if you want a new one. If you no longer have them, you get your money back.

If you don’t collect the parcel. The parcel waits in the parcel shop for [AFHENTNINGSFRIST] days. If you don’t collect it, GLS sends it back. We are not always told, so write to us if you didn’t manage to collect the parcel. [AFVENTER BESLUTNING. Proposal:] You then choose: we send a new book, and you pay only the shipping for the new delivery (DKK 59). Or you get the money for the book back, less the shipping for the first delivery.

8. No right of withdrawal

There is no right of withdrawal on photo books and photo calendars. Your book or calendar is made to your own choices and with your own photos and texts, so it is clearly personalised (forbrugeraftaleloven § 18, stk. 2, nr. 3).

You can, however, cancel free of charge within 60 minutes (section 6). And your right to complain about faults always applies (section 9). Read more under returns and complaints.

9. Complaints about faults (reklamation)

You have a right to complain under the Sale of Goods Act when the book is faulty (the law calls this “mangler”). This means:

2 years. You can complain about faults for 2 years after you received the book. Your complaint must reach us within those 2 years (købeloven § 83).
Write when you discover the fault. You must complain within a reasonable time after you discovered the fault. If you write within 2 months after you discovered it, it is always in time (købeloven § 81).
The first year. If the fault shows within 1 year, we assume it was there when you received the book. That is only different if this is inconsistent with the nature of the book or the fault (købeloven § 77 a).
New book or repair. You choose whether the fault should be repaired (remedied) or whether you want a new book. For a photo book or calendar it will almost always be a new one.
Price reduction or money back. If we cannot or will not give you a new book or repair the fault within a reasonable time, if it doesn’t work, or if the fault is so serious that you should not have to wait, you can instead get a price reduction or cancel the purchase and get your money back. You cannot cancel the purchase if the fault is insignificant.
Free. It costs you nothing. You don’t have to send the book back unless we ask you to. If we do, we pay for the shipping.
How to complain. You can complain in whatever way suits you: by email to hello@familyprint.app, by phone on [TELEFON] or by letter to our address. It helps us if you give your order number and send a few pictures of the fault, but it is not a requirement.
Repair. If we want to repair a fault instead of giving you a new book, we first tell you that you can choose a new book. If the book is repaired, the complaint period is extended once by 12 months (købeloven).
Compensation. You may also be entitled to compensation under the rules of the Sale of Goods Act.

What is not a fault. What you chose yourself in the book is not a fault in the book: your photos and texts, your spelling mistakes, and the cropping and layout you chose, when the print matches what the app showed you. The same applies to a low-resolution photo that the app showed you before you ordered, and that you separately confirmed you wanted printed anyway. The normal difference between colours on a screen and on paper is not a fault either. Anything else may be a fault that you can complain about.

Read how to complain step by step under returns and complaints.

10. Our print promise (commercial guarantee)

In addition to your right to complain, we give you a promise if there is a print fault, or your book or calendar has been damaged on the way. The promise is a commercial guarantee (købeloven § 3 a, nr. 13, and markedsføringsloven § 17).

What you get beyond the law: you choose straight away whether you want a new book or calendar or your money back. And you don’t have to send it back.

What the promise covers. Faults that arise when we make, print, bind, trim or send your book or calendar, and damage that happens before you have collected it:

print faults, for example streaks, spots, smudged or missing print;
clear colour faults, for example a strong colour cast;
binding faults, for example loose pages, missing pages or pages in the wrong order;
on a calendar: wrong dates, public holidays or week numbers that we added, or a broken wire binding or hook;
trimming faults, for example a book cut at an angle;
a photo or text that is missing or placed differently from the app;
a different book or calendar from the one you ordered;
damage in transit, for example a crushed corner, a torn cover or water damage.

What the promise does not cover:

what you chose yourself: photos, texts, spelling mistakes, cropping and layout, when the print matches what the app showed you;
low-resolution photos that the app showed you before you ordered, and that you separately confirmed you wanted printed anyway;
the normal difference between colours on a screen and on paper;
damage and wear that happen after you collected it.

What you get. You choose:

A new one. We print the book or calendar again and send it free of charge to a parcel shop near you.
Your money back. You get the whole price of it back to the payment method you used. If it concerns the whole order, you also get the shipping back.

You keep the faulty one. If the new one is also faulty, you can again choose between a new one and your money back.

How to use the promise. Contact us at hello@familyprint.app or [TELEFON] at the latest 60 days after you collected the book or calendar from the parcel shop. Tell us:

your order number;
what is wrong;
whether you want a new one or your money back.

Send a few pictures that show the fault or the damage. The promise requires you to send pictures, but you may send them after the 60 days if you contacted us in time. If the fault is hard to show in a picture, write anyway. We will find a solution, for example that you send it to us at our cost.

We answer within [SVARTID]. Once we have received your message, we send the new one to print within [ANTAL] working days, or we send the money back straight away. It can take up to 10 banking days before the money shows in your account.

Who gives the promise. FamilyPrint, Koglevej 1, 2680 Solrød Strand, Danmark, CVR 46861280. Email hello@familyprint.app, phone [TELEFON].

Where and for what. The promise covers all photo books and photo calendars you ordered in the FamilyPrint app and that were delivered in Denmark.

Your rights under the law. Under the Sale of Goods Act you always have the right to have faults in what you bought repaired free of charge or to get a new one, and in some cases to a price reduction or your money back. That right lasts 2 years, and our promise does not reduce it. The promise comes on top. You can use the promise and your right to complain side by side, and you lose no statutory rights by using the promise. When the 60 days are up, or if the promise doesn’t cover the fault, you still have your right to complain.

11. Your photos and texts

Your right to the content. You may only use photos and texts that you have the right to use, and the book must not infringe other people’s rights, for example their right to privacy.
You still own them. You only allow us and our print partner to use your photos and texts to make, print, quality-check and deliver your book, and to handle a complaint or print it again. The permission ends when we have deleted them.
Only for your book. We never use your photos or texts for advertising. We don’t show them to anyone other than those who help us make and deliver the book, unless the law requires it or we report illegal content (see below). We don’t use them to train artificial intelligence.
We don’t look through your photos. Two things happen automatically: Microsoft normally scans the photos you send for viruses and malicious code (read more in the privacy policy), and we measure whether the resolution is high enough to print. We only look at your photos ourselves if it is necessary to solve a problem with your order, for example a fault in the print file or a complaint.
Low resolution. If a photo has a lower resolution than the minimum we can print, you cannot order until you have replaced it or zoomed out. The app marks it in red. If a photo may print less sharp than the rest, the app shows you which one before you order, and you must separately confirm that you want it printed anyway. If we only discover after payment that a photo cannot be printed, we don’t print the book. You then get all your money back and can fix the photo and order again. [FORUDSÆTTER APP-TEKST H I app-tekster.da.md]
Harmful files and illegal content. If a file is harmful, we stop the order and give you your money back. We also don’t print books with illegal content, for example images of child sexual abuse, or content that clearly infringes other people’s rights. If we become aware of it, we stop the order, refund everything and tell you why and how you can challenge the decision, with us or in the courts. If we suspect a serious crime, we may inform the police.
Report illegal content. If you think we hold illegal content, write to hello@familyprint.app. Say which content it is, why you think it is illegal, and your name and email (you don’t need to give your name and email if it concerns images of child sexual abuse).

12. Photos of other people

When your photos show other people, for example family, friends or children, or a calendar mentions them, for example with a birthday, we also process data about them. We only use it to print your book and delete it within the periods set out in our privacy policy. Read more in our privacy policy.

13. Keep your own photos and designs

We don’t store your photos for you. We delete your photos 30 days after your order is closed. We delete the print file 60 days later. An order is closed when we have been told it has been delivered, when it has been cancelled, or when we have refunded it because it could not be printed. At the latest 60 days after it was sent, we treat it as closed (read more). Your designs are stored only on your phone. If you delete the app, they are gone. So always keep your original photos.

14. Our liability

We are liable under the general rules of Danish law. These terms do not limit your statutory rights, for example under the Sale of Goods Act and the Product Liability Act.

15. Complaints

If you are unhappy, write to us first at hello@familyprint.app. We usually find a solution. If we reject your complaint in whole or in part, you get an answer by email that also tells you where you can complain.

If we cannot agree, you can complain to the Consumer Complaints Board (Forbrugerklagenævnet) at Nævnenes Hus, Toldboden 2, 8800 Viborg, naevneneshus.dk. You complain through Nævnenes Hus’ complaints portal, kpo.naevneneshus.dk.

There is a fee for complaining. As a rule, Nævnenes Hus only handles complaints about an item that cost between 1,220 and 100,000 kroner (the 2026 limits). You can always go to the courts. If the amount is small, you can use the simple small-claims procedure.

16. Governing law and venue

Danish law governs the contract. You can always bring a case before the court where you live.

17. Changes to the terms

We can change the terms for future orders. Your order follows the terms that applied when you ordered. The date at the top shows when the terms were last changed, and we keep the earlier versions.