Acceptable Use & Content Policy

This policy explains what customers may and may not submit to CustomSoulMade when placing an order (story details, character descriptions, reference photos, names, occasions). It also explains what we do when someone breaks the rules. It forms part of our Terms of Service.

1. What we welcome

The service is designed for meaningful personal gifts: songs and short films made from a real memory. Typical submissions include:

• Wedding or anniversary stories about you, your partner or your family.
• Birthday or milestone stories about children, parents, siblings, grandparents, friends.
• Memorials for loved ones who have passed, celebrated with dignity.
• Coming-of-age moments, graduations, retirements, homecomings.
• Reference photos of the people you are honouring, provided you have their consent (see §3).

2. What is strictly prohibited

You may not use CustomSoulMade to create content that:

• Sexualises a minor — under any circumstance, in any language, in any style. Includes nudity, suggestive posing, and sexualised descriptions of anyone under 18.
• Depicts non-consenting adults in a sexual or intimate way — deepfake nudity, revenge content, unwanted romantic depictions of a specific real person.
• Threatens, harasses, doxes, or incites violence against any individual or group.
• Promotes hatred or discrimination based on race, ethnicity, religion, national origin, gender identity, sexual orientation, disability, or any other protected characteristic.
• Facilitates fraud or impersonation — passing off a generated work as another artist’s, forging endorsements, or creating content to deceive a specific person or institution.
• Infringes intellectual property — song lyrics you don’t own, brand logos, copyrighted characters, or trademarked material submitted without licence.
• Contains malware, phishing links, or scam content.
• Depicts real public figures in defamatory, sexual, or violent contexts, or in fabricated statements they never made.
• Violates applicable law in your country or the United States.

3. Rights and consent

You warrant that for every piece of content you submit:

• You either own it or have the necessary rights to use it.
• Every adult (18+) whose likeness appears in a reference photo has given their consent for their image to be used in your commissioned work.
• Reference photos depicting a minor are of a child in your immediate family (or a child you have parental/guardian authority for), and any other parent/guardian has consented where applicable.
• Any personal information you provide about a third party (e.g., a name, a story about them) is information they would reasonably expect to be used in a gift or tribute made for them.

4. How we moderate

Every order is reviewed by a member of our team before delivery. Where our automated safety layer or a reviewer flags a submission as potentially violating this policy, we may: (a) reach out to you for clarification; (b) refuse the specific submission and ask for a revised one; or (c) cancel the order with a full refund. We do not deliver work that violates this policy — no exceptions.

For content depicting minors, our moderation is stricter. We may ask you to confirm the parental relationship or, in rare cases, decline the order at our discretion.

5. Reporting a violation

If you believe another party has commissioned a work that violates this policy — for example, that uses your likeness without consent, or that infringes your intellectual property — please contact us at contact@customsoulmade.com. Include as much detail as possible: the URL, the order date if you know it, the specific concern. We investigate every report and respond within 5 business days.

Legal takedown requests (DMCA in the US, similar mechanisms in the EU) may be sent to the same address. Please include: your contact information, a description of the infringed work, a description of where it appears on our service, and a statement made under penalty of perjury that you have a good-faith belief the use is unauthorised.

6. Consequences of violation

• Refusal or cancellation of the specific order, with or without refund depending on the severity.
• Ban of the associated email address from placing future orders.
• For content depicting the sexualisation of minors: immediate report to the US National Center for Missing & Exploited Children (NCMEC) and any relevant law enforcement, in every jurisdiction where required. We have zero tolerance and full legal cooperation on this point.
• Civil recovery of costs incurred by our team in handling malicious submissions, where applicable.

7. Changes to this policy

We may update this Content Policy as our service evolves and as new patterns of misuse emerge. The current version is always at this URL with the "Last updated" date.

Questions? contact@customsoulmade.com