This page outlines the key aspects of our photo digitization services, including the step-by-step process from initial inquiry to final delivery, our cancellation and refund policies to ensure fairness and transparency, and our data privacy practices to safeguard your personal information and cherished memories.
By engaging our services, you agree to these terms, which are designed to provide a clear, secure, and high-touch experience while preserving your photos, slides, negatives, albums, books, journals, or documents. For details on pricing, please refer to our separate Pricing & Services page. If you have any questions, we’re here to help—feel free to contact us for a free consultation.
Photo Digitization Process | Cancellation & Refund Policy | Data Privacy Policy
1. Photo Digitization Process
1.1 Initial Inquiry
- Customer Inquiry: You request photo digitization services, often after a free consultation.
- Email Important Information: We email you the client agreement for your digital signature, guidelines for photo preparation, and other photo digitization policies for you to review prior to pick-up of your photos.
- Deposit Invoice: We send you an invoice for the initial $29 deposit.
1.2 Supply Delivery
- Ship Supplies & Information: We confirm your shipping address and mail the supplies, including your photo box, poly bags, guidelines for photo preparation, and a copy of the client agreement.
1.3 Photo Pickup
- Schedule Pickup: Once your photos are sorted & ready, you contact us to schedule a time for pickup.
- Pick-Up Visit: We look over the photo boxes and poly bags, complete the labels to identify the bags and boxes, and ask/answer any clarifying questions about the order. We photograph the bags and boxes as part of our chain-of-custody record.
- Pick-up Release: You sign our pick-up release, acknowledging that we have picked up your order. We email you a copy of the release including the photos of the bags and boxes.
- Transport: We transport your photo boxes to our office where they will be scanned.
- Time Estimate: Pickup generally takes up to 15 minutes, depending on the size of the order.
1.4 Photo Digitization
- Scanning:
- Photos are scanned at 600 DPI (or 1200 DPI if requested) by staff.
- Scans of each bag of photos are organized into digital folders, based either on the bag ID or CUSTOM FOLDER NAMES (e.g., JSmith00039_L1of3_001.jpg or JSmith00039_Wedding_001.jpg).
- Retouching:
- Retouched photos are scanned at 600 DPI (or 1200 DPI if requested).
- We review any special instructions and retouch the photo. Cost of photo retouching is based on the amount of time required to complete the retouch. (See Pricing & Services for pricing.)
- Retouched photos saved in a RETOUCH folder (e.g., “JSmith00039_retouch_001.jpg”).
- Scan Count:
- We record the actual count of the photos scanned.
- Some photos requiring special scanning, such as thick or damaged photos, and incur an additional charge per scan. (See Pricing & Services for pricing.)
- Quality Assurance: We verify scan quality, folder organization, and counts.
- Digital Delivery:
- We upload your finished scans to our secure server and prepare the ZIP link for delivery.
- If a USB drive is requested, we copy scans to a USB drive in preparation for delivery.
1.5 Final Delivery
- Final Invoice:
- We send you a final, itemized invoice. Payment is due within 7 days.
- A late fee of 5% of the total invoice is charged for payments made after 7 days.
- Schedule Delivery:
- Upon full payment, we schedule a date/time for delivery of your photos.
- We send you a link to the secure ZIP download of your scanned files. You will have 14 days to download the file.
- Drop-Off Visit:
- We deliver your photo boxes (and USB drive, if requested)
- We collect your digital signature acknowledging receipt of your photos.
- Unclaimed Items:
- If the final invoice is not paid or delivery cannot be scheduled, we store your items for 30 days after delivery attempts, contacting you via email/phone. After 30 days, unclaimed items may be disposed of securely.
2. Cancellation & Refund Policy
We understand plans can change! Here’s how cancellations and refunds work for our photo digitization services:
- Before Shipment of Supplies: You can cancel your order and receive a full refund of the $29 deposit if you notify us in writing prior to shipment.
- After Shipment of Supplies but Before Pickup: You can cancel your order, but the $29 deposit becomes non-refundable to cover preparation and supply costs. It will be applied in full to any charges for services rendered up to that point.
- After Pickup of Your Photos: We don’t offer refunds for work already done. You’ll be charged for the following, and we will return your original photos once payment is received for services already rendered:
- $29 non-refundable deposit (applied in full to the final invoice)
- Travel fee, based on your zone (see our Pricing & Services page)
- Scanned photos (based on the actual count scanned at cancellation)
- Custom organization fees
- Completed additional services (e.g., retouching, higher-resolution scanning)
2.1 Other Related Policies
- Quality Guarantee: If you notice errors in your digital files (e.g., missing or incorrect scans), tell us within 14 days of delivery. We’ll re-scan affected photos within 5 business days at no cost.
- We do not offer refunds for completed work: Once digital files are delivered (via ZIP link or USB drive), no refunds are available due to the nature of our service.
3. Data Privacy Policy
We take your privacy seriously and protect your personal information and photos with strong security measures. Here’s how we handle your data:
3.1 What Information We Collect
- Personal Details: Your name, address, phone, and email to process your order, schedule visits, and communicate with you.
- Photos and Related Data: The photos, slides, negatives, or documents you provide, plus information on bag labels (e.g., photo counts, folder names, special notes) and sticky notes for retouching.
- Chain-of-Custody Records: See our Photo Digitization Process section above for details on how we track your materials with bag photos and digital signatures.
- Payment Information: Processed securely via Zoho Books; we don’t store credit card details.
3.2 How We Use Your Information
- To Complete Your Order: We use your data to scan photos, organize digital files, deliver files (via ZIP link or USB), schedule visits, create inventory records, and send invoices.
- To Communicate: We contact you about scheduling, count discrepancies, retouching quotes, invoices, or final reports.
- For Marketing (optional): Unless you check the opt out of marketing consent box in the Client Agreement, we may send occasional emails about discounts or services (e.g., photo preservation, document organization). You can unsubscribe anytime.
3.3 How We Keep Your Data Safe
- Physical Security: Your photos are stored in reinforced boxes and poly bags, handled by trained staff under strict confidentiality agreements, and transported in milk crates.
- Digital Security: Scanned photos, bag photos, and records are stored on encrypted servers. ZIP links use password-protected, end-to-end encryption. Our Zoho systems (CRM, Forms, Books) use industry-standard encryption and multi-factor authentication.
- Breach Notification: If a data breach occurs, we’ll notify affected clients within 72 hours, as required by law, and take steps to fix the issue.
- Minimal Data: We only collect what’s needed to provide our service or send marketing emails (if you opt in).
3.4 How Long We Keep Your Data
- Original Photos: Returned to you after scanning, once the final invoice is paid.
- Digital Files: Kept on our secure server for 14 days after delivery (the ZIP link period), then deleted unless you order a USB (you keep the copy).
- Personal Details: Your name, address, phone, email, and order data (e.g., bag IDs, counts) are stored indefinitely in Zoho CRM for customer service and legal records (e.g., taxes), unless you ask us to delete them (some data may need to be kept for legal reasons). We keep this information to provide ongoing customer service (e.g., answering questions about past orders) and meet legal requirements, such as tax recordkeeping.
- Unclaimed Photos: If we can’t schedule delivery, we store photos for 30 days, contacting you via email/phone. After 30 days, unclaimed photos may be securely disposed of.
3.5 Sharing Your Data
- With Your Permission: We only share data if you explicitly allow it (e.g., delivering files to a family member you designate).
- Service Providers: We use trusted providers like Zoho (for payments, CRM, and forms) and PayPal who follow strict privacy rules and only process data to help us serve you.
- Legal Requirements: We may share data if required by law (e.g., for a court order), and we’ll notify you if permitted.
- No Marketing Sharing: We never share or sell your data for marketing unless you opt in to our emails.
3.6 Your Rights
You have control over your data:
- Access: Ask to see your personal information or digital files (available for 14 days after delivery).
- Correction: Request updates to incorrect data (e.g., wrong address) in our Zoho CRM.
- Deletion: Ask us to delete your contact details, though we may need to keep some for legal reasons (e.g., tax records).
- Opt-Out: Unsubscribe from marketing emails using the link in any email or by contacting us.
- Complaints: Reach out to us with concerns, or contact the Arkansas Attorney General’s office if needed.
Ready to get started?
Contact us for a free, no-obligation consultation, and we’ll be happy to address any questions you may have about your photo digitization project.
Schedule a Consultation →Last Updated: October 10, 2025
