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Warranty

Evaluation & Warranty Period

Details Of Our 90 day Evaluation & Warranty Period.

RetroMedia Evaluation Period & Limited Warranty


It's important to acknowledge that much of the media we receive is very old, and we have no independent knowledge of its history and/or of the way it has been cared for over the years. Nonetheless, we have spent much time, effort and money developing cleaning and restoration procedures that allow us to - in many cases - save memories that others will advise you to consign to the rubbish bin.

Things like mouldy tapes, broken tapes, dirty tapes, faded & torn photos are challenging at times, but we take on this work - at which we have very high success rates - because over the years we have seen the devastation on client's faces when they have been told that is too late to save their memories.

Sometimes this diagnosis turns out to be true - it is too late. But in other cases we can save memories that nobody else can. And you may consider this worth the cost of an attempt if the media is precious to you.

And so, with all this in mind, here is our 90 Day Evaluation & Limited Warranty Policy:

After doing our very best for you, RetroMedia undertakes to keep back-up copies of all your digitised media for 90 days from date of invoice, to allow time for:

• shipping

• for you to check through your transfers

• and for you to have time to organise backup of your media.

Out of respect for your privacy RetroMedia will automatically delete our copies of your media after 90 days has elapsed. Consequently RetroMedia limits warranty for all digital conversions to this period of 90 days only.

Both our invoice email & our packaging remind all clients that they have 90 days to satisfy themselves that they are happy with their digital conversions, and to back up their media. Though we stand by our statement that we transfer your media to future-proof formats, this warranty cannot extend to the physical container your digitised media is supplied on. As is said in the computer industry, unless your data exists in three places it does not exist. With this adage in mind RetroMedia strongly recommends that clients’ data be backed up twice (in addition to the original digital versions), with one copy stored in a remote location (say, with a relative, or perhaps in the cloud). This protects the client from loss due to failure of a data storage device, as well as from damage & loss due to theft, fire, flood etc.

Our warranty corresponds to this period that we hold copies of your media, and that is, as standard, a period of 90 days. We limit warranty for the period of time that we hold copies of the material, as this material is what we would be working from if there were any problem that needed investigating. Once this material is gone, our ability to investigate the cause of an issue, and as possible adjust or repair problems, diminishes to nil, leaving us only with the option to start the transfer over again from scratch, instead of what might have been a much simpler & cheaper solution to a problem working from the digital copies. If extra time is needed we are willing to extend the 90 days out to 120 days if required, and the warrantee will be extended to match the extended time we allow. All requests for such extension should be in writing. If we receive no written notification, then the warrantee expires at 90 days, and our copies of your digital media will be deleted.

At RetroMedia, we have carefully honed processes in place to ensure consistently good results for our clients. But as with any human endeavour, we may at times fall short of our aspirations. As conditions of our warranty we reserve the right to first attempt to remedy any work we agree is not up to standard, and that we additionally agree is caused by a fault on our part. Shipping and any other costs will need to be borne by the client. After we have been given an opportunity to remedy the problem we would consider on a case-by-case basis a partial or full refund if we are unable to remedy the issue to our client’s, or our, satisfaction. But because we are dealing with very old media, the history of which we have no foreknowledge, and the past care of which we have had no control over, we will not entertain the option of a refund in cases our investigations show to be a fault with the original media itself, and not a fault on our part, and beyond our power to improve.

For any problems that arise after the 90 day warrantee period has elapsed, no remedy is offered. We believe 90 days is a long enough period of time for anyone to check through their digitised files, no matter how big the project may be - especially when we do also offer to lengthen warranty cover out to 120 days if we are asked to - in writing - before the 90 days has elapsed. As we would no longer have access to our copies of your data, our opportunity to determine cause/fault at this late stage would no longer exist, and therefore no refunds or remedy will be entertained, beyond simply attempting the project again at your expense.

Terms & Conditions

RETROMEDIA PTY LTD TERMS & CONDITIONS

By submitting source materials (Content) to RetroMedia Pty Ltd for digitising, editing, duplication, scanning or any other reason (Processing), you (The Client) agree to all of RetroMedia’s terms & policies below:

Copyright Statement: The Client certifies that they are the owner of all materials submitted to RetroMedia Pty Ltd for Processing, or that they have obtained pertinent permission from the copyright owner to use any Content, including, but not limited to, photographs, video, film, slides, negatives, music and/or text. The Client also agrees to protect & fully indemnify RetroMedia Pty Ltd (and it’s assignees) from any costs related to copyright or intellectual property infringement.

Damaged Media: The Client accepts that RetroMedia Pty Ltd is not liable for media supplied dirty, damaged, twisted, deformed, water damaged or deteriorated beyond recovery. Furthermore, The Client accepts that RetroMedia Pty Ltd is not liable for any damage that occurs, or is exacerbated by, an attempt made by RetroMedia Pty Ltd on behalf of The Client to rectify, recover, restore, and/or to digitise any such Content.

Service Inclusions/Policy: Please examine your service handout to satisfy yourself what we will undertake to do for you in the particular service you have chosen. Upgrades/options are listed as well, but any changes to your project may need to be ordered before we have started the project for you, or the upgrade/change may not be possible without additional “start-over” charges applying.

Perception of Resulting Quality: RetroMedia has invested heavily in the best technology & worked diligently to develop the best knowledge base & work practices in terms of digitising, cleaning/restoration, and recovery of precious memories. We can often recover media that nobody else in Australia can recover. However sometimes media is beyond even our help. By entrusting your media to us you are relying on RetroMedia to act in your best interests to do the best possible job we can do within the parameters of the service level you have chosen for your order. Because of the time loss it would cause us, we regret that we cannot upgrade a service you have chosen without extra charges applying, so please read your Service Inclusions handout and choose wisely. RetroMedia will not enter into any warranty claim with regards to perception, or differences of opinion, about the finished quality of the restoration results we obtain for you, beyond our responsibilities as outlined in our warranty policy.

Warranty: All transfer services are warranted for a limited period of 90 days from completion of your project, after which time no claims will be entertained, RetroMedia having deleted backup copies of your files in respect of your privacy. Remedies are limited to re-processing of faulty transfers only. If re-transfers cannot be effected, a partial or full refund may be considered at the sole discretion of the store manager. We highly recommend that you thoroughly check & backup your files in at least 2 additional locations (one being off-site) within these 90 days. Any warranty claim must be lodged in writing to customerservice@retromedia.com.au or via SMS to 0448 855 056.

Privacy Policy: RetroMedia Pty Ltd respects the privacy of The Client. We do not sell, share, or distribute your personal information or The Client’s video/photographic Content without your express written permission, other than disclosure required by law.

Archiving Charges (Non Payment/Non Collection of Goods): Our payment terms are 7 days from invoicing. We understand that sometimes customers might be away on holidays when we finish their job, and we’re happy to wait for them to collect, but would appreciate prompt electronic payment when due wherever possible. When a project has not been collected by 30 days from invoicing, then extra Archiving charges to cover physical & electronic storage (such as extra data back-ups) will be levied. Archiving charge rates at 2016: $15 per project initial archiving fee charged 30 days out from invoice date, plus $1 per gigabyte of data per additional month (or part thereof ) of storage beyond 30 days.

Limit of Liability: RetroMedia Pty Ltd will make every effort to care for & protect The Client’s Content from damage or loss. The Client expressly understands & agrees that RetroMedia Pty Ltd will not be liable for any direct, indirect, incidental or consequential damages, including but not limited to, damages to, theft or loss of the content they provide, damage to Client’s equipment, loss of profits, any shipping or transport costs, goodwill, use, data or other intangible losses, resulting from, but not limited to, product defects, accident, acts of God or other foreseeable or unforeseen circumstances.

Turnaround Times: Approximate turnarounds are quoted on all jobs, and should be treated as a rough guide only, especially regarding image scanning. Unless you have been specifically promised a pickup date (charges usually apply) please do not turn up to collect your job until you have been contacted that it is ready for collection.

Service Inclusions/Policy

Service Inclusions/Policy: Video Services

C+ Service: This is our basic conversion service direct to USB as high quality/high bit rate H264 mp4 files.

Because DVD is not a good long-term storage medium, we no longer have the equipment to do a direct DVD conversion. DVDs are available as an add-on extra only.


What you receive…

• Price includes a physical pre-transfer cleaning of the tape itself, so your tape is transferred in it’s best possible state. Tape cleaning can mean the difference between success & failure when saving your memories. This is why we have the highest transfer success rate in the industry.

• Price is a flat rate regardless of duration, so there’ll be no price surprises at the end of the job. Cheaper rates apply the more tapes you have. Check out our price table below.

• Transfer is DIRECTLY to H264 mp4, so we don’t have to first do an intermediate conversion & then a second conversion to Mp4. No second conversion pass means no chance of further degradation of your picture.

• We use a wide range of hard-to-source professional decks so we can check the first few minutes and select the unit that your tape looks best on. We can also offer full-frame time-base correction, available to stabilise your picture in cases where tape edge-damage has occurred, as well as Dynamic Noise Reduction.

• Supply of the required USB is included in the price. So once again there’s no price surprise at the end of the job regarding the size & cost of the USB.

• Top & Tail editing, removing lengthy instances of blank footage from the beginning or end of your wanted content, or even unwanted footage (if so advised in advance). (NB: We always leave at least a small amount of unwanted picture. We do this so that you can be confident we got everything.)


What is not included but is available…

• Cleaning of Mould, mud, ant's nests, etc

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process.

• Video editing of your material, except for the simple top & tail editing included.

• Basic checking of what is on your tape, and replying with a description.


What is not included & is not available:

• Checking through tapes thought to possibly be duplicates, to check if they are in fact identical

• Checking through tapes that are known to be duplicate copies of others supplied, in order to determine which copy might be the best quality.



Service Inclusions/Policy: Film Services

Economy Service: This is our basic conversion service direct to USB as Full High Definition Quicktime MOV files (Motion Jpeg format). These are playable on any computer using the VLC player (freely available from the developers videolan.org)

Our transfer process is a completely safe clawless, frame-by-frame, cold (LED) lamp transfer.

Because DVD is not a good long-term storage medium, and DVDs are not high definition, we can supply DVDs as an add-on extra only. We can also do conversions to Mp4 if required.

What you receive…

• Price includes a physical pre-transfer cleaning of the film itself, so your film is transferred in it’s best possible state. Also included is new leader tape where needed, repairs to broken tape splices or fresh breakages.

• A very high quality Full High Definition 1080p Frame-by-frame transfer process.

• Safe-for-your-film clawless, frame-by-frame, cold (LED) lamp transfer.


What is not included but is available…

• Video editing of your material. Titles, subtitles, colour correction, noise reduction, underscore (music).

• Appropriate sized USB stick or HDD available at cost price.



Service Inclusions/Policy: Audio Services

Audio Cassettes Economy Service: This is our basic conversion service which still uses all our professional equipment, but is largely "as is", with the exception of removal of loud clicks, removal of extended blank passages, and audio normalising.


What you receive…

• Conversion service as above to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)


What is not included but is available…

• Audio enhancement - hiss/hum reduction, compression, equalisation etc.

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process.

• Tracks Splitting - We will supply a single track for each side of your cassette (unless side is silent). We can also split the track into individual songs if required at extra cost.


Audio Cassettes ULTRA Service: This is our enhanced conversion service which uses all our professional equipment, and adds enhancement processing.


What you receive…

• Conversion service as above to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Audio enhancement as required - hiss/hum reduction, compression, equalisation.


What is not included but is available…

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process.

• Tracks Splitting - We will supply a single track for each side of your cassette (unless side is silent). We can also split the track into individual songs if required at extra cost.


MicroCassette, Mini-Cassette or Steno-Cassette Economy Service: This is our basic conversion service for analogue dictaphone tapes. Resulting audio file is largely "as is", with the exception of removal of loud clicks, removal of extended blank passages, and audio normalising. We record at the speed at which the tape commences.


What you receive…

• Conversion service as above to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Single-speed recording per side of tape, done at the speed of the start of the recording on that side.



What is not included but is available…

• Audio enhancement - hiss/hum reduction, compression, equalisation etc.

• Speed adjustments within the body of the content - speed adjustments can be applied, but are not included in standard rates.

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process. (Limited repairs only available with this format)

• Tracks Splitting - We will supply a single track for each side of your tape. We can also split the track into individual songs/tracks if required, at extra cost.


MicroCassette, Mini-Cassette or Steno-Cassette ULTRA Service: This is our conversion service for analogue dictaphone tapes, with added enhancement processing included.


What you receive…


• Conversion service to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Single-speed recording per side of tape, done at the speed of the start of the recording on that side.

• Audio enhancement - hiss/hum reduction, compression, equalisation etc


What is not included but is available…

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process. (Limited repairs only available with this format)

• Speed adjustments within the body of the content - speed adjustments can be applied, but are not included in standard rates.

• Tracks Splitting - We will supply a single track for each side of your tape. We can also split the track into individual songs/tracks if required, at extra cost.



Reel-to-Reel Audio Tape Economy Service: This is our basic conversion service for analogue open reel tapes. Resulting audio file is largely "as is", with the exception of removal of loud clicks, removal of extended blank passages, and audio normalising. We record at the speed at which the tape commences.


What you receive…

• Conversion service as above to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Single-speed recording per side of tape, done at the speed of the start of the recording on that side.


What is not included but is available…

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process.

• Audio enhancement - hiss/hum reduction, compression, equalisation etc.

• Speed adjustments within the body of the content - speed adjustments can be applied, but are not included in standard rates.

• Tracks Splitting - We supply a single track for each side of your tape. We can also split the track into individual songs/tracks if required, at extra cost.


Reel-to-Reel Audio Tape ULTRA Service: This is our conversion service for analogue dictaphone tapes, with added enhancement processing included.


What you receive…


• Conversion service to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Single-speed recording per side of tape, done at the speed of the start of the recording on that side.

• Audio enhancement - hiss/hum reduction, compression, equalisation etc


What is not included but is available…

• Repairs to tapes that come in broken, or which break during handling, preparation or conversion process.

• Speed adjustments within the body of the content - speed adjustments can be applied, but are not included in standard rates.

• Tracks Splitting - We supply a single track for each side of your tape. We can also split the track into individual songs/tracks if required, at extra cost.




Audio Records (Vinyl/Acetate) Economy Service: This is our basic conversion service which still uses all our professional equipment, but is largely "as is", with the exception of removal of loud clicks, removal of extended blank passages, and audio normalising.


What you receive…

• Conversion service as above to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)



What is not included but is available…

• Audio enhancement - click/crackle/pop reduction

• Tracks Splitting - We will supply a single track for each side of your record. We can also split the track into individual songs if required, at extra cost.

What is not included and is not available…

• It needs to be accepted that we can't necessarily do anything about scratches deep enough to cause track skipping or repeating. We can do a secondary run-through with added cartridge weight (which may or may not fix the problem). This second run-through may attract a surcharge of 50%. In the case of repeats, we will edit them out. Please note that this editing is not seamless.


Audio Records (Vinyl/Acetate) ULTRA Service: This is our enhanced conversion service which uses all our professional equipment, and adds enhancement processing.


What you receive…

• "Wet Wash" cleaning of your record before conversion.

• Conversion service to your choice of high quality USB or CDs. (USB is usually Sandisk or Toshiba, and is included in the price)

• Audio enhancement - click/crackle/pop reduction


What is not included but is available…

• Vinyl "Peel" deep cleaning process

• Tracks Splitting - We will supply a single track for each side of your record. We can also split the track into individual songs if required, at extra cost.

What is not included and is not available…

• It needs to be accepted that we can't necessarily do anything about scratches deep enough to cause track skipping or repeating. We can do a secondary run-through with added cartridge weight (which may or may not fix the problem). This second run-through may attract a surcharge of 50%. In the case of repeats, we will edit them out. Please note that this editing is not seamless.



Bulk Photo Scanning - ShoeBox Service:


What you receive…

• High resolution professional scanning at 300ppi, 600ppi or 1200ppi as selected.

• Price includes a high quality USB stick, usually Sandisk or Toshiba.

What is not included but is available…

• Scanning of images unsuitable for feed scanners. See list of examples of unsuitable photos
here. We can flat-bed scan these as requested, or contact you with rough quantities.

• Colour correction (unless included in a current
promo)

• Photo retouching (photoshopping) is available on request.


What is not included and is not available…

• Scanning strictly in order. We can scan in groupings for you, and place images within folders, for $1 per folder.


Photo Scanning Economy Service:


What you receive…

• High resolution professional scanning at 300ppi, 600ppi or 1200ppi as selected.

• Price includes a high quality USB stick, usually Sandisk or Toshiba.

What is not included but is available…

• Scanning of images unsuitable for feed scanners. See list of examples of unsuitable photos
here. We can flat-bed scan these as requested, or contact you with rough quantities.

• Colour correction (unless included in a current
promo)

• Photo retouching (photoshopping) is available on request.




What is not included and is not available…

• Scanning strictly in order. We can scan in groupings for you, and place images within folders, for $1 per folder.


Photo Scanning ULTRA Service:


What you receive…

• High resolution Flat-bed scanning at 300ppi, 600ppi or 1200ppi as selected.

• Included colour correction, exposure adjustment, backlighting correction as required.

• Scanning strictly in order is available on request at no extra charge.

• Price includes a high quality USB stick, usually Sandisk or Toshiba.


What is not included but is available…

• Photo retouching (photoshopping) is available on request.
























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