Terms & Conditions of Service
Two Friends Films Ltd. Last updated: November 2026.
These Terms & Conditions govern all services provided by Two Friends Films Ltd ("we", "us", "our"). By commissioning our services, clients agree to the terms below.
1. Our services
We provide:
Care Insight Programmes, including Care Insight Films, commissioned by care homes and organisations
Showcase Films for care settings, commissioned alongside a Care Insight Programme
Legacy Films commissioned by individuals or families
Occasional promotional or charitable films by separate agreement
The scope, format, duration and deliverables for each project will be agreed in writing before filming.
2. Booking and payment
Legacy Films (family commissions)
A booking is confirmed when we receive a 60% deposit.
The remaining balance is payable before the completed film is delivered.
Filming dates are not secured until the deposit has been received.
The deposit reflects time reserved, pre-production preparation, scheduling and administrative work done before filming.
Care Insight Programmes and Showcase Films (organisational commissions)
Commissions require written agreement and confirmation.
A 50% deposit is payable on booking, with the balance due within 30 days of delivery of the films.
Filming dates are not secured until the deposit has been received.
We are not VAT-registered, so no VAT is added to our prices.
3. Rescheduling and cancellation
We understand that circumstances can change, particularly in care and end-of-life settings.
Legacy Films. If a filming date needs to change, we will make every reasonable effort to find an alternative date. Where a booking is cancelled:
More than 7 days before filming, we may keep a reasonable portion of the deposit to reflect preparation already done.
Within 7 days of filming, the deposit will normally be kept, as the date is unlikely to be filled at short notice.
Care Insight Programmes. The filming date can be moved free of charge with at least two weeks notice. With less notice, the deposit covers our costs and a new date is arranged. If a resident is unwell on the filming day, we will agree with the commissioning organisation whether to film a reserve resident, return for a further half-day at the agreed rate, or reduce the number of films and the price accordingly.
In compassionate or health-related circumstances, we will always use reasonable discretion and seek a fair outcome that reflects the work already done.
4. Consent and capacity
Taking part in filming is always voluntary.
Legacy Films: consent must be given directly by the participant where they have capacity. Where a participant lacks capacity, filming only goes ahead with the agreement of their legal representative and where it is in their best interests, in line with the Mental Capacity Act 2005. The commissioning party is responsible for making sure appropriate authority exists.
Care Insight Films: the commissioning organisation is responsible for assessing capacity and properly documenting consent or best-interests decisions before filming. We provide consent forms and information sheets.
Showcase Films: residents only appear in a way that identifies them if they have agreed to it themselves.
Legacy Films made from Care Insight footage are only made with the written agreement of the resident or their representative.
We reserve the right not to proceed if appropriate consent cannot be shown.
5. Wellbeing and participant welfare
Many of our participants are older adults or people receiving care. Their dignity, comfort and wellbeing are our priority at all times.
We reserve the right to pause, adapt or stop filming if we believe taking part is causing distress, fatigue or discomfort.
Where filming is shortened or can't be completed for health-related reasons, we will work with the commissioning party to agree a fair and proportionate outcome. This may include rescheduling, delivering a shorter film from the material recorded, or adjusting the final balance to reflect the work done.
6. Editorial control and revisions
We keep editorial discretion over the structure, tone and style of the finished film. One round of reasonable revisions is included unless otherwise agreed in writing. Further revisions may be charged.
We may decline requested edits that:
Compromise a participant's dignity
Misrepresent participants
Conflict with our professional standards
7. Delivery, hosting and storage
Care Insight Films are hosted on a private, password-protected page for the first year after delivery, included in the price. After that, we can continue hosting for an agreed monthly fee, or provide the films for the client's own systems at any time.
Showcase Films are delivered on USB or as digital files, unless agreed otherwise.
Legacy Films are delivered to the family on a drive.
Once files have been delivered to the client, the client is responsible for storing them securely. We are not responsible for loss, damage or corruption of files after delivery has been confirmed.
Raw footage is kept only for the retention periods set out in our Privacy Policy & Data Protection Statement. Replacement copies can't be guaranteed after that period.
8. Ownership, copyright and use
Care Insight Films and Showcase Films: once the project has been paid for in full, copyright in the finished films passes to the commissioning organisation. Care Insight Films are for internal care and training use. Showcase Films may be used for the organisation's own promotion, such as its website, social media and open days, featuring only participants who have agreed to that use.
Legacy Films: once the film has been paid for in full, copyright in the finished film passes to the family who commissioned it, for them to keep and share as they wish. Music in Legacy Films is licensed for private and family use, so if you'd like to share the film publicly, for example online or at an eventthat is streamed, please let us know first and we'll check the music can be used.
Raw footage: we keep copyright in all raw footage. It is never published or shared, and is used only to make the commissioned films, or for any other purpose the client, resident or their family agree to in writing, such as a Legacy Film.
Our own promotion: we will only use any film, footage or photograph to promote our work with the separate, explicit written consent of the participant or their representative, and of the commissioning organisation where relevant.
We ask clients not to alter films in ways that could misrepresent participants.
9. Confidentiality
We treat all participants and commissioning organisations with professional discretion. Films and footage are never made public or used for marketing without explicit written consent. Anyone who works with us, including freelance crew and editors, is bound by a written confidentiality agreement.
10. Limitation of liability
We use reasonable care and professional skill in delivering our services. To the fullest extent permitted by law:
Our total liability for any claim arising from a commissioned project is limited to the total amount paid for that project.
We are not liable for indirect or consequential loss, including emotional distress arising from voluntary participation in filmed conversations.
We are not responsible for loss of files once delivery has been confirmed.
We are not liable for failure to perform services because of circumstances beyond our reasonable control, including illness, venue restrictions, technical failure not caused by negligence, or force majeure events.
Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot legally be excluded.
11. Data protection
All personal data is handled in line with our Privacy Policy & Data Protection Statement. For Care Insight Programmes and Showcase Films, the commissioning organisation is the controller of the finished films and we act as its processor, under a data processing agreement.
12. Governing law
These Terms are governed by the laws of England and Wales, and any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.