Terms of Service

Last updated: 5 July 2026

Terms of Service

Transfer Quality

We endeavour to extract the highest possible quality footage from your tapes. We achieve this using high standard equipment and software. The transfer of each piece of media is uniquely inspected by a member of the team and the conversion process is always monitored. We are not responsible for poor quality of converted digital files if your media arrives in poor condition and thus lacking ideal quality. Other than in the conditions outlined in our Refund Policy, we process – and charge for – each and every media item we receive, regardless of the quality and irrespective of what the content of the media was. If a media item is irreparable, or degraded beyond recognition (based on our sole discretion alone), we will cease processing this item and we will not charge for it.

Additional Items

If you opt to have additional items converted using the 'additional item stickers' or otherwise after receiving your box, we will contact you for payment of these additional items via email. Payment can be also completed over the phone or via BACS transfer on request for additional items. Any material sent into the lab that has not been pre-paid through a digitisation package, is subject to charges at the additional item rate for your selected digital transfer package. By sending additional material to the lab, you agree to pay at the rate as advertised in your digital transfer package. We reserve the right to settle outstanding additional charges before commencing with the service at our discretion.

Mobile Message Service Terms

The EachMoment mobile message service (the "Service") is operated by EachMoment Ltd ("EachMoment", "we", or "us"). Your use of the Service constitutes your agreement to these terms and conditions ("Mobile Terms"). We may modify or cancel the Service or any of its features without notice.

* Consent: By consenting to EachMoment's SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of EachMoment.

* Content: Service-related messages may include updates, alerts, and information (e.g., order updates, lab arrival notifications). Promotional messages may include promotions and specials.

* Opt-Out: You may opt-out of the Service at any time. Text the single keyword command STOP to EachMoment or click the unsubscribe link in any text message.

Denial of Service

EachMoment, in its sole discretion, reserves the right to deny service to any persons, terminate any accounts, reject services on any material, or cancel any orders.

DVD and Media Player Compatibility & Guarantees

The digital files we produce from your media are of the format MP4 for video, MP3 for audio and JPEG for images. Whilst these are the most widely accepted formats of digital media, it is the customer's responsibility to ensure compatibility of their playback devices.

Safety of Your Source Material & Digital Hosting

In the unlikely event of us causing damage to or loss of any of your material, we will compensate you up to the purchase value of the original media. This does not apply to any physical storage media that have arrived damaged or are unable to be played.

We provide ongoing digital hosting of your media via our hosting platform, Atlas. While we take every care to maintain these digital archives and ensure platform security, EachMoment cannot guarantee against technical failures of hosting infrastructure. While we aim to provide this hosting for the lifetime of the service, we reserve the right to modify or transition these hosting arrangements, provided we give you reasonable notice to download your media.

Handling and Processing of Your Media

EachMoment operates a secure logistics network across the United Kingdom and Europe, including our UK hub and a number of collection and drop-off points in other European locations. All transfers of your media between our locations are carried out by our own employed couriers using a fully tracked, secure chain of custody — your media is never handed to an unvetted third-party carrier.

The inspection, repair, and digitisation of your media is carried out at our secure processing facility within the European Union, operated by EachMoment Ltd as part of the same company — not a separate or third-party business. Your media is handled under the same care, security, and confidentiality standards throughout.

We do not send your physical media to any party outside EachMoment Ltd for digitisation or restoration, and we do not transfer your personal data outside the UK or EU without an appropriate legal basis and safeguards as required under UK GDPR. Full details of how we handle your personal data, including the service providers we use, are set out in our Privacy Policy.

Your Responsibility

WE WILL NOT ACCEPT and it is your responsibility to ensure, that the source media supplied SHALL NOT contain material classed as 'Prohibited Content' and must comply with current laws of shipping audio/visual material. Prohibited Content includes Copyrighted material, illegal activity, or content that harms minors. EachMoment reserves the right to pass any infringements to the relevant authorities.

Disclaimers & Platform Upgrades

EachMoment will not be liable for any economic losses, loss of goodwill or reputation, or any special, indirect or consequential damages arising out of or in connection with this Agreement.

Digital Platform Upgrades: EachMoment reserves the right to migrate customer digital archives between hosting environments (including from third-party providers to our own platforms) to ensure continued security, accessibility, and service integrity. We will provide you with reasonable notice of any significant change to our hosting arrangements via the email address associated with your account. Such migrations are conducted to provide a secure and scalable service for our customers.

Methods and Terms of Payment

We accept cash, card or direct bank transfer. By ordering a Memory Box, you expressly request that our service begins immediately upon the dispatch of the specialised packaging. The £10 deposit constitutes a service fee for the provision and delivery of the Memory Box ('The Safety Package') and is non-refundable once the box has been dispatched.

Cancellations & Returning Your Originals

You may cancel your order at any time by contacting us by email or phone. If you cancel within 14 days of ordering, your rights under the Consumer Contracts Regulations 2013 apply: because you expressly request that our service begins immediately, the deposit is retained as the fee for the Memory Box packaging and delivery service already provided, and where digitisation work has already begun we may deduct a proportionate amount for the work completed. We will refund everything else you have paid within 14 days.

After a cancellation, your original media cannot always be returned immediately, and we want to be clear about why. Items part-way through cleaning or restoration must safely complete that treatment first — restoration solvents and adhesives need time to cure before an item can be handled and repacked without risk of damage. Every item is then checked out against your order manifest, securely repacked, and placed on the next scheduled secure courier run, which may include transport between our processing facilities in the UK and EU. We will confirm your cancellation in writing within 2 working days, tell you where your items are and what remains to be done on request, and dispatch your originals within 15 working days of cancellation (or, for items mid-treatment, within 15 working days of that treatment safely completing — we will tell you if this applies to your order). You will receive the carrier name and tracking number when your originals are dispatched. Digital files already produced and paid for remain yours.

Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to services performed with reasonable care and skill and within a reasonable time. For free independent advice, contact Citizens Advice.

Over-Payments & Under-Payments

Should your order be underpaid we will continue to carry out your conversion and contact you for further payment.