Get in touch if you have any questions:
Billing
To confirm your order, we require a credit card authorisation. Payment will be processed on day 3, once you have received access to your secure portal. If you cancel your order within 48 hours, no charges will be applied. Please refer to our refund policy for cancellations after the project has commenced. Generally, refunds are unavailable after the project enters the editing phase, but cancellations before editing begins (typically 2-4 days after ordering) qualify for a 40% refund. We are committed to working with you to resolve any issues with quality or accuracy to ensure your satisfaction. Read our full Terms of Service.
Shipping Physical Media
Shipping of physical media will be via pre-paid registered Australian Post print-at-post service. This requires you to box your physical media and bring it to a post office, where you present the QR code Moving Images issued to you. Australia Post customer service will print your postage label, affix it to your box and send it to us. Read our full Terms of Service.
Video Resolution
Video resolution will be set by the lowest quality footage available. For example, if you have iphone video and require us to convert VHS tapes, which are lower quality, the resolution of your tribute video will be 720x576px. This will still provide a decent viewing experience, though pixels may be visible when displayed on some screens and projectors. Read our full Terms of Service.
Time to completion
Time to completion will depend upon the package selected. Standard packages that do not require physical media conversion take a minimum of 8 days. Standard packages that require physical media conversion will take a minimum of 20 days. Express packages that do not require physical media conversion take a minimum of 4 days. Express packages that require physical media conversion will take a minimum of 12 days. Moving Images will take the customer’s deadline into consideration within these constraints. If the customer needs a project completed in less time, please don’t hesitate to contact us. Read our full Terms of Service.
Privacy and Data Security
We prioritise your privacy and data security. All media files are stored securely and are only accessible to authorised personnel. Personal information and media content will not be shared with third parties without your permission. For more details, please review our Privacy Policy.
Permission to Use Provided Media
By submitting media files (photos, videos, and music) to us, you grant us permission to use, edit, and incorporate these files into the final tribute product. You confirm that you own or have obtained all necessary rights and permissions to use this media in the tribute. Read our full Terms of Service.
Third-Party Music
If specific music is required, you must provide a digital file or obtain the appropriate permissions. You agree to hold us harmless from any liability arising from the use of third-party music provided by you. Read our full Terms of Service.
Digital Media Uploads
Upon purchase, you will receive a secure link to upload your digital media files, including photos, videos, and music. All uploads must be completed within the specified time to ensure timely delivery. For Express packages, customer’s upload portals will be available for 36 hours, after which time, no further footage can be submitted so that editing can commence in time. Read our full Terms of Service.
Physical Media Submission
If you have selected a package requiring media conversion, you will receive prepaid shipping for mailing tapes, DVDs, film reels, or printed photos to our facility. Physical media should be sent promptly to avoid delays in processing. We will handle and convert these items with the utmost care, but you are responsible for packaging the items securely to prevent damage in transit. Read our full Terms of Service.
Limitation of Liability
To the fullest extent permitted by law, our liability for any claims arising from our services will be limited to the fees paid by you for the specific service in question. Read our full Terms of Service.
Service Delays
While we strive to meet all delivery timelines, circumstances outside our control (such as postal delays or technical issues) may affect delivery dates. We will notify you of any such delays and make every effort to complete the project as soon as possible. Read our full Terms of Service.
Refund Policy
Due to the custom nature of our products, refunds are generally not available once the project has entered the editing phase. However, if there are issues with quality or accuracy that cannot be resolved, we will work with you to reach a satisfactory outcome. Read our full Terms of Service.
Edit Revisions
Edits are limited to reasonable adjustments (e.g., timing, transitions, minor content changes) within one round of feedback. Extensive revisions or requests outside the original package scope may incur additional charges. Read our full Terms of Service.