Service Policy
This Service Policy explains how PhotoResto delivers and supports custom digital photo-processing services.
1. Service Model
Orders are processed on demand based on selected options and instructions provided by the customer. Each order is custom and case-specific.
2. Input Requirements
Customers are responsible for uploading clear files and lawful content with necessary rights and permissions. Poor source quality, missing details, very low resolution, compression artifacts, or inaccurate instructions may limit the achievable result.
3. Processing Scope
Restoration, colorization, aging, retouching, and other results depend on source image quality, selected tools, and the ordered scope. Some results involve interpretation and cannot recreate unknown original details with certainty.
4. What Counts as Successful Delivery
A service is considered successfully delivered when the final file is made available to the customer through the stated delivery channel and materially corresponds to the selected service scope. Exact alignment with personal taste, memory, or unstated expectations is not guaranteed.
5. Quality Corrections
If output materially differs from the selected scope, one reasonable corrective pass may be requested within 7 days of delivery, unless a different support window is stated on the website. The request should identify the issue and explain how the result differs from the purchased scope.
6. Exclusions from Free Corrections
Free corrections do not include requests for a different artistic style, broader reconstruction than originally ordered, major new instructions submitted after checkout, re-editing caused by poor source material, or changes based solely on subjective preference where the delivered result materially matches the order.
7. Delivery Channel
Processed files are delivered digitally to the email address associated with the order or through the order-access method stated at checkout. Delivery is deemed completed when the file or access link is sent or made available, even if the customer does not immediately download it.
8. Refund Eligibility
Refunds may be available where the service cannot be delivered, a confirmed duplicate payment occurs, or a substantial technical failure on our side prevents fulfillment. Refunds are generally not available for completed custom orders merely because the customer dislikes a subjective aspect of a result that materially matches the purchased scope, without prejudice to any mandatory statutory rights.
9. Complaints and Dispute Resolution
Support requests should include order references such as PNR or order ID and a short issue description. Before opening a payment dispute or chargeback, customers should contact support and allow a reasonable opportunity for review and, where appropriate, correction or other resolution.
10. Data Handling for Image Files
Source files and full processed files are normally retained for no longer than 31 days after order creation or delivery, unless a longer period is required to complete support, resolve an active dispute, investigate abuse, or comply with law.
11. Thumbnail and Reference Retention
Thumbnail images, low-resolution references, or similar internal identifiers may be retained separately where reasonably necessary for order identification, service integrity, fraud prevention, or evidentiary purposes.
12. Transaction and Audit Records
Order metadata such as email address, order identifiers, selected parameters, timestamps, payment status, invoice or accounting references, communication history, and delivery logs may be retained longer than image files where necessary for accounting, tax compliance, fraud prevention, audit requirements, or the establishment, exercise, or defense of legal claims.