Terms of service

Terms of Service

Held Anew
Last updated: [7 May 2026]

These Terms of Service govern your use of heldanew.com and the portrait commissioning service operated by Held Anew. By placing an order with Held Anew, you agree to these terms in full.

Please read them carefully. If you do not agree with any part of these terms, you must not place an order.

1. About us

Held Anew is a trading name of John Jenkins, operating as a sole trader in the United Kingdom.

Our registered correspondence address for all matters relating to these terms is:

John Jenkins, trading as Held Anew
c/o Crowfoot & Co Accountants Ltd
Lonsdale House
High Street
Lutterworth
Leicestershire LE17 4AD
United Kingdom

For all enquiries, please contact us at hello@heldanew.com.

2. Our service

Held Anew creates custom digital pet portraits, commissioned individually for each customer, based on a reference photograph and description supplied by the customer.

Each portrait is an artistic interpretation produced from your reference material. It is not a photographic reproduction or restoration. The result is a stylised studio-quality portrait intended as a keepsake of your dog.

At launch, Held Anew works exclusively with Black Labradors. Other breeds will be added in due course. Customers with other breeds may join our waitlist at heldanew.com/pages/waitlist.

3. Placing an order

To place an order, you must:

- Be at least 18 years old
- Be ordering on your own behalf or on behalf of someone who has authorised you
- Provide accurate information at all stages of the order process
- Supply a reference photograph of your dog that you have the legal right to use (see Section 7)
- Confirm your acceptance of these Terms of Service and our Refund Policy at the point of order

Orders are placed through our intake form at heldanew.com/pages/order. We may decline any order at our discretion, including (but not limited to) circumstances where the reference photograph is unsuitable, the breed is not currently supported, or we have concerns about the legitimacy of the order.

4. Payment and pricing

Each portrait is priced at £79 in total, paid in two stages:

- A non-refundable commission fee of £15, charged at the point of order
- A balance of £64, charged when you choose to approve and receive the finished portrait

The £15 commission fee is non-refundable and covers the time and work we commit to your portrait, including initial preparation, the first generation, and one revision if requested.

The £64 balance is charged only when you actively choose to approve the finished portrait. Until you pay the balance, you receive only watermarked proofs.

All prices are in pounds sterling (GBP) and include any applicable VAT.

Payment is processed by our payment providers (Shopify Payments, PayPal). Held Anew never sees or stores your full card or bank details.

5. The proof and approval process

Our process is set out in full in our Refund Policy. In summary:

- We produce an initial watermarked proof and send it to you
- You may request one revision if the initial proof is not quite right
- After the revised proof, you either pay the £64 balance to receive the high-resolution file, or you walk away with no further charges
- Payment of the £64 balance is your final, irrevocable approval of the portrait

For the full mechanics of revisions, walk-away, and refund eligibility, please refer to our Refund Policy at heldanew.com/policies/refund-policy.

6. Intellectual property — the portrait

The copyright and all intellectual property rights in the finished portrait remain with Held Anew at all times. We do not transfer copyright ownership to the customer.

Once you have paid the £64 balance and received the high-resolution file, you are granted a non-exclusive, perpetual, worldwide licence to use the portrait for personal, non-commercial purposes. This includes:

- Printing the portrait for personal display
- Sharing the portrait on your personal social media
- Using the portrait as a personal keepsake or memorial

This personal-use licence does not include any commercial rights. You may not:

- Sell or license the portrait to a third party
- Use the portrait in any commercial product (including but not limited to merchandise, advertising, or promotional material)
- Reproduce the portrait for resale
- Claim authorship of the portrait

Held Anew retains the right to use the portrait we produced for you in our own marketing, including but not limited to our website, our portfolio, our social media accounts, and promotional material. We will not identify you or your dog by name in any such use without your consent.

If you wish to opt out of Held Anew using your portrait in our marketing, you must inform us at the point of order via the intake form. Once you have paid the balance and received the file, the portrait may already have been used in our marketing materials, and an opt-out request after this point may not be reversible.

7. Intellectual property — your reference photograph

You warrant that you have the legal right to upload, share, and use the reference photograph you supply for the purpose of producing your portrait.

Specifically, you confirm that:

- You took the reference photograph yourself, or
- You have the express permission of the photographer to use it for this purpose, or
- The reference photograph is in the public domain or otherwise free of copyright restrictions

You agree to indemnify Held Anew against any claims, damages, or costs arising from a third party (including but not limited to the original photographer) asserting that the reference photograph was used without their permission.

By uploading a reference photograph, you grant Held Anew a non-exclusive, royalty-free licence to use the photograph for the limited purpose of producing your portrait. We do not retain any further rights in the reference photograph beyond what is necessary for this purpose, and we delete the photograph in accordance with our Privacy Policy.

8. Customer responsibilities

By placing an order, you agree:

- To provide accurate and truthful information at all stages
- To supply a reference photograph that is suitable for portrait creation (clear, identifiable, of appropriate quality)
- To respond to our communications about your order in a reasonable timeframe
- To review proofs carefully before approving and paying the balance
- To use the finished portrait only within the scope of the personal-use licence granted in Section 6

We may, at our discretion, terminate an order if a customer fails to meet these responsibilities, including persistently unreasonable behaviour, abusive communication, or failure to engage with the proof process within a reasonable time.

9. Limitation of liability

To the fullest extent permitted by law, Held Anew's total liability to you for any claim arising out of or in connection with your order is limited to the total amount you have paid for the specific order in dispute (a maximum of £79 per order).

This limitation applies to all claims, whether based on contract, tort (including negligence), breach of statutory duty, or otherwise.

Held Anew is not liable for:

- Any indirect, incidental, or consequential losses
- Loss of profit, business, or anticipated savings
- Loss of data, reputation, or goodwill
- Any losses arising from circumstances beyond our reasonable control (including but not limited to technical failures, third-party service outages, or events of force majeure)

Nothing in these terms limits or excludes our liability for:

- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any matter for which it would be unlawful for us to limit or exclude liability under applicable UK consumer protection law

10. Force majeure

Held Anew is not liable for any failure or delay in performing our obligations under these terms where the failure or delay is caused by circumstances beyond our reasonable control. This includes, but is not limited to, internet outages, third-party service provider failures (including but not limited to fal.ai, Shopify, and our payment processors), illness, or other events that prevent us from operating normally.

In such cases, we will resume work as soon as reasonably possible. If a force majeure event prevents us from completing your order within a reasonable time, we will refund any amounts paid (excluding the £15 commission fee, which remains non-refundable as set out in our Refund Policy).

11. Privacy and data

Your personal information is handled in accordance with our Privacy Policy at heldanew.com/policies/privacy-policy.

By placing an order, you confirm that you have read and understood our Privacy Policy.

12. Refunds and cancellations

Refunds and cancellations are governed by our Refund Policy at heldanew.com/policies/refund-policy.

By placing an order, you confirm that you have read and understood our Refund Policy, including the waiver of your 14-day cancellation right under the Consumer Contracts Regulations 2013, and the non-refundable nature of the £15 commission fee.

13. Changes to these terms

We may update these Terms of Service from time to time. The "Last updated" date at the top of this page indicates when the most recent change was made. Material changes will be notified via our website or by email where reasonably possible.

The Terms of Service in force at the time you place your order are the terms that apply to that order. Updates to these terms do not retroactively alter the terms of orders already placed.

14. Governing law and jurisdiction

These Terms of Service and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction to settle any dispute, except that customers resident in Scotland or Northern Ireland may also bring proceedings in the courts of their own jurisdiction where applicable.

15. Your statutory rights

Nothing in these terms affects your statutory rights as a consumer under UK law where those rights cannot be lawfully excluded. If you believe Held Anew has not met its legal obligations to you, you may contact Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.

16. Contact us

For any questions about these Terms of Service, please contact:

hello@heldanew.com

Or by post:

John Jenkins, trading as Held Anew
c/o Crowfoot & Co Accountants Ltd
Lonsdale House
High Street
Lutterworth
Leicestershire LE17 4AD
United Kingdom