Reelbox Terms of Service
The following terms set out in this document incorporate without limitation our “Terms of Service”, guarantees and collectively any content, functionality or services offered through “REELBOX VIDEO & PHOTO”. (www.reelbox.com.au)
It is you, the “customers” responsibility to carefully read the “terms” of Reelbox before using this site or engaging in the services of Reelbox. BY ACCESSING THIS WEBSITE YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD AND AGREE TO ALL THE TERMS OF SERVICE & USE OF REELBOX SERVICES. YOU AGREE TO COMPLY AND BE BOUND TO THESE TERMS UNDER ALL APPLICABLE AUSTRALIAN LAWS AND REGULATIONS.
You agree that by using this site and engaging in its services, you have entered into an agreement which has the same legal force and effect as a written contract with your written signature. You further agree that you will not challenge the validity or enforceability of the Reelbox terms of service in any way.
REVISION & UPDATES
Reelbox reserves the right to revise and edit these terms at any time for any reason without any notice to its customers. It is you “the Customers” full responsibility to read and understand these conditions before the use of this site or engagement in any of the Reelbox services.
YOU “THE CUSTOMER” AGREE TO BE BOUND TO THESE TERMS
All updates or revisions will be effective immediately upon posting to this site.
REFUSAL OF SERVICE
Reelbox reserves the right to refuse service to any persons or reject any material that is deemed inappropriate by the management team.
Reelbox staff and management reserve the right to refuse service or engage with customers who are displaying aggressive behaviours this may include but not limited to unreasonable demands on staff for any reason, abusive language or threats.
REELBOX REQUEST FOR PUBLIC USE
At times we receive material from our customers that would make great promotional material for our website, email marketing or print mediums. Before we use any material submitted by you “the customer” for public use, we will request permission from you to do so. You have the right to decline the use of your submitted material.
RETURNS & REFUND POLICY
Reelbox accepts returns within 14 days of order completion (14 Days starts from the date of invoice) Reelbox will provide a review of the customers returned material and correct any problematic issues if found to be the fault of Reelbox. We do not charge any additional fees for reviews, return postage or re-transfers. Due to the nature of old media formats we do receive material at times that are in very poor condition or unable to be transferred due to the way they have been stored, age or fragility. We strive to always give customers the best quality transfer possible. The Reelbox team provides project reports with every order that outlines the overall condition of your order. We do not charge for items that are unable to be transferred due to any reason.
REELBOX DOES NOT OFFER ANY REFUNDS ON ORDERS THAT HAVE LEFT THE REELBOX PROCESSING CENTRE. No Exceptions
It is the customer’s responsibility to check that their media (DVD’s, USB’S provided by Reelbox) are in good working order within 7 days of Collection or delivery. All media supplied to customers by Reelbox come with a 7 day replacement warranty if deemed by Reelbox Staff to be faulty.
Reelbox will pay for the cost of return postage to interstate customers if a fault is identified within the 7 day notice period.
The customer MUST send or bring in to us their faulty media for inspection in order to qualify for a replacement.
Reelbox does not offer a warranty of any kind on any Media (USB, Hard Drives etc) that is supplied to us by you “the customer”.
If we are able to playback your Media at our processing centre it is therefore not deemed faulty. Customers that have difficulty playing back their DVD’s or Flash Drives at home may need to check or update their systems. We make no warranties that media will play back on all home systems.
DELIVERY METHOD OF YOUR MEDIA TRANSFER
Reelbox supplies your media back to you in the following formats, you may select what method suits your requirements.
AUDIO/VIDEO & FILM FOOTAGE SUPPLIED ON
DVD – Printed DVD label in a plastic Sleeve (video footage to play in your DVD Player or on your computer)
CD – Printed CD label in a plastic Sleeve (Cassette tape/ Audio to play in your CD Player or on your computer)
USB – For small amounts of audio (MP3 Format) or video footage (MP4 Format)
Hard Drive – For large amounts of audio (MP3 Format) or video footage (MP4 Format)
PHOTOS/SLIDES & NEGATIVES SUPPLIED ON
CD – Printed CD label in a plastic Sleeve (Image files on a data Disc to copy to your computer or use to make prints)
USB – (Image files to copy to your computer or use to make prints)
Hard Drive – (storage for your data, copy to your computer or use to make prints)
Reelbox supplies DVD’s and CD disc’s at no additional cost to the customer. USB Flash Drives or Hard Drives are charged separately and added to the cost of transfer. Prices can be found on this website.
Customers can supply their own USB or Hard drive with their order. Reelbox does not give any warranties whatsoever with media storage supplied by you “the customer” Manufacturer warranties are claimable through the respective manufacturer directly. If the media storage you have supplied is not the correct size, faulty or unable to be read in our systems we “Reelbox” will supply one for you “the customer” the additional cost will be added to your invoice.
PRIVACY / DIGITAL BACKUP / STORAGE WARRANTY
Your privacy is paramount to us. Your footage, images or audio will never leave our premises for any reason during the digitisation process. All original supplied material will be returned to you in the same condition it was supplied to us.
Reelbox keeps a backup of your media for a period of 30 days from the date your order was completed and invoiced. Reelbox provide this temporary backup service as a courtesy to allow you, “the customer” to test and backup your digital media. In the event you will need to retrieve your data, you will need to contact us within 30 days of receiving your invoice. We will provide you a complete copy of your original digital files that pertain to your lost order at no charge.
Any faulty storage mediums, including flash drives and portable hard drives supplied by Reelbox will be replaced at no extra charge within the 30 day period. If you notify us of any faulty storage mediums (supplied by Reelbox) after the 30 day period, you will only be eligible for manufacturer warranty. All data will be deleted from our servers 30 days from date of invoice.
Retrieval of your data after the 30 days is not possible and your media will need to be re-digitised. Customers will need to pay for re-digitisation in its entirety.
Reelbox does not check for duplicate content on your video tapes , film reels, photos or audio tapes. It is assumed and agreed that all media sent to us is approved for digitisation unless copyright commercial content. It is the responsibility of the customer to identify any duplicate content prior to sending / supplying your order to us.
Reelbox will always digitise any content that has identifiable footage, images, audio. It is our understanding that any retrievable memories cannot be replaced and are therefore deemed of value even if the original media has video, audio or image imperfections.
It is the understanding of the customer that Reelbox will provide the best possible digital representation of the original analog content in the condition it is supplied. In the event that the original media format is 100% compromised or damaged in its entirety beyond all means to play back and digitise successfully, the original media will not be digitised and not charged.
Reelbox will inform the customer via the customer job report of any issues encountered during the digitisation process.
RECORDED TV SHOWS, MOVIES & COMMERCIAL FOOTAGE
i. ON VIDEO TAPE & CINE FILM
By default Reelbox will only transfer and charge you for HOME MOVIE footage on your tapes. If you would like us to transfer specific TV shows or Movies please let us know on your order form. By law, we can format shift commercial footage from an analog (tape) format to a digital video format and make ONE copy.
ii. ON DVD OR ANY OTHER DIGITAL FORMAT
It is illegal in Australia to duplicate digital video from any format to another. We will not copy digital video for this reason.
YOUR ORDER / PROCESSING TIME
At Reelbox we strive to complete all orders as quick as possible. In fairness to all our customers your order is placed in a queue for processing. All orders are processed earliest date first. Our usual minimum turnaround time is approximately 4 weeks however this can extend to 6 weeks or longer depending on our current work load and the size of your order. It is the customer’s responsibility to make sure that their order is placed early enough to avoid disappointment and accommodate any deadline, for example you may need footage for an upcoming birthday celebration. PRIORITY service options are always available.
PRIORITY ORDERS / SERVICE FEES
A PRIORITY service is defined as completing an order within our standard FOUR week turnaround time (excluding shipping times). This means that your order will commence immediately upon arrival and “jump” the order queue. Completion time frames will vary depending upon order size.
If you have a deadline you must meet and have not left sufficient time for your order to be completed, Reelbox may be able to accommodate your request for a priority service. This will be accommodated at the sole discretion of the Reelbox staff and will depend on the size of your order and whether staff can complete it in the time this falls inside the standard FOUR week turnaround time, A PRIORITY SERVICE FEE WILL BE CHARGED AT 30% on top of your total invoice amount. (Excluding shipping and media storage costs)
PRIORITY ORDER EXCEPTIONS / NO SERVICE FEES
Reelbox does not charge a priority service fee for customers requiring their media for the purpose of a funeral service. Depending on your requirements it may take up to 7 business days to complete priority orders. Please note that large amounts of video cannot be transferred in short periods of time. The Reelbox Team will advise the customer at the time of placing their order.
TAPE OR FILM REPAIRS
When dealing with old media we sometimes are required to repair tapes or film before it can be transferred to a digital format. This may include simply cutting and splicing broken tape or be more complex repairs like replacing case housing and manual winding of complete tapes or reels.
You agree and authorise Reelbox to make any repairs necessary to retrieve footage from the media you have provided. You also acknowledge that any repairs undertaken by the Reelbox staff with incur additional charges depending on the complexity of the repair. Additional charges start from $10.00 and can go up to $50.00 per tape or film reel.
You, the customer agree that by engaging in the services of Reelbox, you have agreed to a clear understanding of pricing and pricing structures of your requested services. You, the customer have the right to withdraw your order when and only if digitisation has not yet commenced. If for any reason an order is withdrawn at any stage during the digitisation process you, the customer will be invoiced for any partial services provided.
Payment to Reelbox for services rendered is required within 7 days of your orders completion.
An extended payment time frame may be available to customers with prior consent from Reelbox management. A decision will be made at our sole discretion and on an order by order basis.
For convenience payment can be made the following ways:
- By cash – In person at our processing centre
- Direct bank transfer – Into our Reelbox business Account (Details on your Invoice)
- Credit Card/Visa Card payment – By phoning Reelbox Directly on (07) 55395555
WE DO NOT ACCEPT THE FOLLOWING FORMS OF PAYMENT
- Amex or Diners Club Cards
- Money orders
Money Orders or Cheques sent to us by you “the customer” will be returned with your completed order. Orders will be retained at our processing centre until such time that payment is made using any of the accepted methods mentioned above.
NON-PAYMENT OF GOODS AND SERVICES
All payment is required up to 7 days following invoice. Reminders will be sent via email after 14 days from invoice date. If the customer fails to pay their account after 30 days, Reelbox administration reserves the right to recover funds owing utilizing debt collection services. Reelbox will make every attempt to pursue payment during the 6 month period. We understand that some circumstances can cause difficulty and delays in payment. Please contact us immediately to make arrangements. If payment is not received or a payment plan entered into after 6 months, Reelbox reserves the right to dispose of the customer’s media (both original analog and digital). Once disposed of, this media (original analog and digital) will not be recoverable and will be permanently lost.
POSTAGE AND HANDLING
Reelbox only uses Australia Post tracked Express Post Satchels for returning customer’s orders. The size required will be determined by the Reelbox staff. The most common sizes are 500g, 3kg and 5kg satchels. All prices can be found on the Australia post website.
A Processing Fee of $20 will be charged on top of postage costs to customers who require their order to be returned anyway other than as stated above.
If you the customer” require your order to be returned to you by any other method of delivery other than as stated above, you will need to organise this in its entirety, The Reelbox staff will not be responsible for filling out courier labels or ringing courier companies or similar to arrange parcel pick up.
Customers may supply their own prepaid, pre labelled Australia Post satchels for return post. It is “the customers” responsibility to make sure that their satchels are the correct size.
In most cases Reelbox does not return orders in their original post packaging. It is the customer’s responsibly to package their orders in using disposable material.
RISK OF LOSS
At Reelbox we provide the service of transferring and digitising various types of media. Reelbox does not provide any services related to the postage or delivery of goods to or from its processing centre. For this reason the risk of loss only passes to Reelbox when it has arrived at our processing centre, the risk of loss then passes back to you “the customer” once we lodge your goods with Australia Post. BY POSTING OR COURIERING ANY MEDIA TO REELBOX, YOU ACKNOWLEDGE THAT REELBOX IS NOT RESPONSIBLE FOR ANY LOST, DAMAGED, MISDIRECTED OR LATE ARRIVAL OF GOODS.
DISPOSAL OF GOODS
A Customer’s goods may be disposed of in the following instances only.
- If the customer fails to pay their account and after several attempts by Reelbox administration to recover funds owing. (attempts will be made for 6 months from date of invoice only)
- A customer requests in writing via email that they would like Reelbox to dispose of their goods.
- Goods have been accidentally left behind at our processing centre and the customer did not return to collect (disposal of left behinds goods will take effect after 6 months from date of invoice)
Reelbox will take all measures above and beyond to ensure that all goods belonging to its customers are returned in the condition that they are received in. We however cannot store customer’s items for longer than a 6 month period. It is your responsibility to make sure that you pay for services and collect all goods left at our processing centre in a reasonable time frame (within 6 months).
You agree that Reelbox will not be liable for any lost or disposed of items that you have neglected to claim in the time frame outlined in these terms.
Reelbox will not be liable for failing to perform its obligations or for the loss and damage of goods under this agreement as long as the failure is triggered by something beyond its reasonable control, : (a) riot, war, zombie apocalypse, alien invasion, act of foreign enemies, hostilities (whether war be declared or not), acts of terrorism, civil war, rebellion, revolution, insurrection of military or usurped power, (b) earthquakes, flood, fire or other physical natural disasters, (c) power failures or any other disruptions to services in which Reelbox relies on to perform its obligations.
This clause does not excuse payment of monies due.
COMPLAINTS & DISPUTES
Reelbox always strives for excellence in the quality of our work and customer service, but from time to time a misunderstanding may occur between you “the customer” and us “the Reelbox Team” All customer complaints or disputes are handled by the Reelbox Management team.
Complaints may be made by calling our processing centre directly on (07)55395555 or by emailing firstname.lastname@example.org. All complaints are handled and resolved in line with our terms of service, policies and procedures.
DISPUTES AS INDIVIDUALS
You “the customer” and Reelbox agree that any dispute resolution proceedings will be only conducted on an individual basis and not in a class or consolidated action.
If you are a copyright owner or acting on behalf of one and you believe that a copyright infringement has taken place at the Reelbox processing centre. Please report any alleged infringement in writing to
Reelbox Management – 15a/511 Olsen Avenue, Ashmore QLD 4214
You will need to include the following in your document…
- Identification of the copyright work you claim to be infringed
- Identification of the copyright owner
- Identify why you believe the use does not qualify under “fair use” doctrine
- State that the information you are providing is true and accurate and that you are the owner or authorised to act on behalf of the owner.
- All information in your document witnessed and signed off by an official Justice of the peace
YOUR WARRANTIES AND OBLIGATIONS
By ordering any service from Reelbox, you warrant the following
- Any material submitted to Reelbox is not in violation to any copyright laws
- Material submitted is created by you or, that you have the right to permit Reelbox to perform duplication or other services.
- Material submitted does not violate any state or federal law.
- You agree to use the site lawfully and for your own personal, non-commercial use.
By ordering or using the services of Reelbox you understand that Reelbox is relying on these representations. You also agree that you will indemnify, defend and hold harmless Reelbox from and against all cost, damages, expenses including but not limited to solicitors fees arising from claims or demands by any third party regarding copyright laws or infringements of any kind from materials submitted by you.
Updated / Revised July 2017