Plain and simple terms.

The short version

• Get an instant quote, then pay when you book a pickup time. We pick up your collection, digitize it with care, and return every original in person within three weeks.
• Old tapes, film and photos can be fragile. We handle them gently, but we can’t undo damage that time has already done.
• Love it or your money back: if you’re not happy with how your memories look, we’ll redo them free, and if you’re still not happy, we’ll refund your order.
• Cancel before pickup for a full refund. Anything we can’t digitize, we refund.
• Your files stay available for 90 days after they’re ready, so please save a copy.

Who we are

Retold Media (“Retold”, “we”) is a family media digitization service based in Provo, Utah. By booking a pickup, requesting a quote or using this website, you agree to these terms. If you have questions, email contactretoldmedia@gmail.com.

Quotes

Your quote is worked out instantly from what you tell us. Each video or audio tape, film reel, CD, DVD or computer disk counts as 1 item, and every 50 photos, slides or negatives count as 1 item; the more items, the lower the price per item. Journals, albums, scrapbooks and documents are priced per page, and keepsakes per piece. Prices are in US dollars.

A quote is good for 30 days, and the price you pay when you book is the price you get for what your quote describes. If your collection turns out different from what you told us (for example, more tapes or pages), we’ll contact you before doing any extra work, and you can pay the difference for the extra pieces or have them returned undigitized.

If your collection includes something we price individually, we’ll email your quote within a day.

Payment

Payment is taken when you book, through Stripe. Pickup and return are free within 15 miles of Provo; beyond that, a mileage fee of $1.25 per additional mile, counted round trip, is shown and charged at checkout. Any taxes that apply are added at checkout.

Pickup and return

Please have your collection ready at the address and time you booked, with someone there to hand it over. If you need to change your pickup, let us know at least 24 hours ahead and we’ll find a new time.

When your order is finished, we’ll arrange a time to return your originals in person. If we can’t reach you to schedule a return within 90 days of your order being ready, we’ll keep trying by email and phone, and may charge a reasonable storage fee after that.

Your items and your rights to them

You confirm that you own the items you give us, or have permission to have them copied, and that you aren’t asking us to copy commercial movies, music or other material you don’t have the rights to.

We may decline any item. We will not copy material that is illegal, and we will report material that appears to involve the abuse of children to the authorities, as the law requires.

Old media is fragile

Tapes, film, prints and paper age. Some items arrive moldy, brittle, broken, or already faded or erased, and some can’t be fully recovered. Playing or scanning an aging item can occasionally cause further wear, even with careful handling.

If we notice an item is at risk, we’ll contact you before working on it. We do simple repairs (like splicing broken tape or film) when we can. If an item can’t be digitized, we’ll return it and refund that item.

If something goes wrong

We treat your collection as if it were our own. If an item is lost or damaged while in our care through our own fault, our responsibility is limited to refunding what you paid for that item. We can’t place a dollar value on sentimental worth, and we aren’t responsible for damage caused by an item’s existing condition or age.

To the extent the law allows, we aren’t liable for indirect or consequential losses. Nothing in these terms limits rights you have under Utah or US consumer law that can’t be waived.

Timing

We’ll finish your order and return your originals within three weeks of pickup, and you can follow each stage on your private order page along the way. For very large collections, we’ll agree on a timeline with you before we begin. If anything unexpected comes up, we’ll let you know right away.

Love it or your money back

If you’re not happy with how your digitized memories look, tell us within 30 days of your archive being ready. We’ll redo the items you’re unhappy with at no charge.

If you’re still not happy after that, we’ll refund the full price of your order. Mileage fees and USB drives already delivered aren’t refunded. Your originals are yours either way and always come back to you.

This guarantee covers our work. It can’t restore picture or sound that an item had already lost to age or damage before it reached us (see “Old media is fragile” above).

Cancellations and refunds

• Before pickup: cancel any time for a full refund.
• After pickup, before we start: we’ll return your collection and refund your order, minus any mileage fee.
• After work has started: we’ll refund items we haven’t started, and return everything.
• Items we can’t digitize: refunded.
• Not happy with the results: covered by our love-it-or-your-money-back guarantee above.

Your digital files

Your files are yours. We deliver them through a private link (and on USB drives, if you ordered them). The download stays available for 90 days after your order is ready; after that we may delete our copies, so please download and back up your files. Anyone you share your private link with can see your files.

We may show a before-and-after example from your order on our website or social media only if you give us permission first.

Privacy

How we handle your information and files is explained in our Privacy Policy.

Changes and governing law

We may update these terms; the version on this page when you book applies to your order. These terms are governed by the laws of the State of Utah, and any dispute will be handled in the courts of Utah County, Utah.