Terms, Privacy and Cookies

Terms of Service

Last updated: 5 October 2026

1. About us

Hero Atelier is a trading name of Instalacarte LLP, a limited liability partnership registered in England and Wales, number OC430740, registered office 32 Kinburn Street, London SE16 6DW, United Kingdom ("we", "us"). Contact: [email protected].

2. Business customers only

Our services are for businesses selling on Amazon and other online marketplaces. By ordering, you confirm you are acting for business purposes and have authority to bind your business ("you").

3. Our services

We offer a free image audit and paid packages (Signature, Atelier and Brand partnership) to design, A/B test with shoppers and deliver main product images. The scope of each package is as described on our website and in the payment link or written proposal we send you. If the two differ, the payment link or proposal applies.

4. Ordering and payment

• After your free audit, we send a payment link for the package we agree on. Nothing is owed before you pay that link.
• Fees are in US dollars and are paid in full in advance through Wise, by bank transfer or Wise payment link. Any bank or currency conversion charges on your side are yours.
• Work starts once we have received payment, your brief and your product photos or approved renders.

5. Delivery

• We aim to deliver within 1 week of receiving payment, your brief and all materials. Delivery times are estimates; delays in providing information or approvals extend them.
• Live verification with Amazon's Manage Your Experiments (Atelier package) depends on Amazon's own eligibility rules, such as Brand Registry and sufficient traffic. We cannot guarantee Amazon will make it available for your listing.

6. Your responsibilities

• You provide accurate product information and images, and you confirm you have the right to let us use them.
• You are responsible for your product, its packaging and label content, and any claims made on it, including their legal and marketplace compliance.
• You approve the final image before you upload it.

7. Shopper testing

• A/B tests are run through independent third-party research panels. Results reflect the stated preferences of panel participants at the time of the test.
• Test results are evidence to guide decisions. They are not a guarantee of click-through rate, conversion, sales, ranking or any other marketplace result.
• Your product images and concepts are shown to panel participants. If your product is unreleased, you agree to this. We ask our research providers to keep test materials confidential but cannot guarantee that no participant will remember or describe what they saw.

8. Compliance check and 48-hour fix guarantee

• Before delivery, we check each main image against Amazon's main image requirements as published on the delivery date, and against the rules of any other platform named in your brief.
• If, within 90 days of delivery, Amazon suppresses your listing and its notice cites non-compliance of the main image we delivered, we will provide a corrected image free of charge within 48 hours of receiving the notice from you.
• The guarantee applies only to images used exactly as delivered. It does not cover packaging or label content, product claims, other listing content, or rule changes made by Amazon after delivery.
• Providing a corrected image is our only obligation under this guarantee.

9. Revisions

Each package includes the design and test rounds described for it. Additional rounds or new concepts outside that scope are quoted separately.

10. Intellectual property

• On full payment, we assign to you all rights in the final image and its source files. Before then, we grant you no rights in the work.
• Our methods, tools, templates and know-how remain ours.
• We will not publish your images, results or brand without your written permission. Founding partners give that permission as part of their offer.

11. Confidentiality

Each of us will keep the other's non-public business information confidential and use it only for the project, except where disclosure is required by law or permitted under section 7.

12. Cancellation and refunds

• If you cancel before we start work, we refund your fee in full.
• Once work has started, fees are non-refundable, unless we fail to deliver the package as described, in which case we refund the fee for the undelivered part.

13. Subcontractors

We may use vetted designers, retouchers and research providers to deliver the services. We remain responsible for their work and require them to assign rights to us so we can assign them to you.

14. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
• We are not liable for indirect or consequential loss, or for loss of profits, sales, revenue, ranking, advertising spend or marketplace account standing.
• Our total liability for any project is limited to the fees you paid for that project.

15. General

• These terms, together with your payment link or proposal, are the entire agreement between us.
• We may update these terms; the version in force when you paid applies to your project.
• Notices may be given by email to the addresses each party has used for the project.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Privacy Policy

Last updated: 5 October 2026

1. Who we are

Instalacarte LLP, trading as Hero Atelier (OC430740, 32 Kinburn Street, London SE16 6DW, United Kingdom), is the controller of your personal data under UK data protection law. Contact: [email protected].

2. What we collect

• Audit requests: name, work email, brand and product link from our form.
• Communications: emails and messages you send us.
• Projects: briefs, product images and related business information.
• Payments: handled by Wise. Payments are made by bank transfer or on a Wise payment page; we receive confirmation of payment and the payer details Wise shares with us, never your full card details.
• Website: basic technical data (such as IP address and browser type) processed by Cloudflare, which hosts and protects our website.

3. Why we use it and our legal bases

• To respond to your audit request and prepare a proposal (steps before a contract, or our legitimate interests).
• To deliver the services and manage the relationship (contract).
• To keep accounts and meet legal obligations (legal obligation).
• To send occasional updates about our services to business contacts; you can unsubscribe at any time (legitimate interests).

4. Who we share it with

• Design and retouching contractors working on your project.
• Shopper research panel providers, who receive your product images and test questions, not your personal contact details.
• Our email provider, Cloudflare (website hosting and security) and Wise (payments).
• Professional advisers and authorities where required by law.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

5. International transfers

Some providers are located outside the UK, including in the United States and the EU. Where we transfer personal data, we rely on UK adequacy regulations (including the UK–US data bridge where the recipient is certified) or the UK International Data Transfer Agreement or Addendum.

6. How long we keep it

• Audit requests that do not become projects: up to 24 months.
• Client and payment records: 6 years after the end of the project, to meet UK accounting and limitation rules.

7. Your rights

Under UK data protection law you can ask to access, correct, delete or restrict your personal data, object to its use, or receive a copy in a portable format. Email [email protected]. You can also complain to the Information Commissioner's Office (ico.org.uk). If you live in a US state with a consumer privacy law, you may have similar rights, and you can contact us the same way.

8. Security

We use access controls and reputable providers to protect your data, and share it with contractors only as needed for your project.

9. Changes

We will post any changes to this policy on this page with a new "last updated" date.

Cookie Policy

Last updated: 5 October 2026

Our website uses only cookies that are strictly necessary for it to work. Our host, Cloudflare, may set security cookies (such as __cf_bm) that help protect the site from automated bots; these do not track you for advertising. We do not use analytics, advertising or tracking cookies.

If we add analytics or advertising cookies in the future, we will ask for your consent through a cookie banner before setting them, and update this policy to list each cookie, its purpose and how long it lasts.

Questions: [email protected].