Terms of Service

Services

We provide video and media digitization and related services described on the website. Service availability, pricing, turnaround times, and included deliverables are shown during ordering.

Orders & payment

Orders are placed through the website using the options and pricing presented at checkout. Payment is due according to the payment options offered for the applicable service. An order may not be considered ready for processing until required information, payment, and customer media have been received.

Quick Bundle Time Capsule is limited to one purchase per customer. Additional orders will be canceled and refunded.

Customer media

You confirm that you own the media you submit or have permission to have it copied. You are responsible for ensuring that the content does not violate applicable law or another person's rights.

Cancellations, refunds & changes

Cancellation or refund requests should be made through CMDigital as soon as possible. Eligibility may depend on the service, whether processing has started, and whether work or custom services have already been performed. Any refund or cancellation terms shown for a specific order or service will apply to that order.

If an order is cancelled and is eligible for a refund, CMDigital will process the applicable refund for the order. Any return-shipping charge paid by the customer is handled separately. CMDigital will request a refund of the return-shipping cost from its shipping partner when eligible; however, the shipping partner determines whether the shipping charge qualifies for a refund. Shipping refunds are subject to the shipping partner's processing time and may take up to 30 days.

Additional services & changes

Editing, additional copies, extra USB drives, upgraded formats, expedited processing, and other optional services may carry additional charges. Any applicable charges will be communicated through the ordering process or before the additional work is performed.

Shipping

Customers are responsible for safely packing and preparing media for shipment to CMDigital. When CMDigital provides a prepaid inbound shipping label, customers should use the provided label to send their media and retain the tracking information until CMDigital confirms receipt. CMDigital may monitor carrier tracking information to determine whether an inbound shipment has been accepted or is actively moving. Return shipping is included when stated on the applicable service or order.

Unreceived Orders & Administrative Review

For orders that include a prepaid inbound shipping label, CMDigital may send a reminder if the customer's media has not been received and the carrier tracking information does not show meaningful shipment activity. If the media remains unreceived and the shipment cannot be verified as actively moving, CMDigital may place the order into administrative review.

Administrative review does not automatically cancel an order. Depending on the circumstances, CMDigital may keep the order active, deactivate the order without a refund, deactivate the order and issue a refund, or cancel the order and issue a refund.

Turnaround

Published turnaround estimates begin after CMDigital receives the media and the order is ready for processing. Shipping time, unusual media conditions, equipment issues, and circumstances outside our reasonable control can affect completion time.

Order tracking

CMDigital may provide online order-status updates showing the progress of your order. Tracking information is intended to keep customers informed and is not a guarantee of a specific completion date unless a specific guaranteed service is expressly stated in the order.

Completed digital copies

Digital files are supplied in the format included with your order. Customers should make additional backups after receiving their digital memories. We are not responsible for loss caused by a customer's failure to maintain backups after delivery.

Digital Vault, Streaming & Family Share

Digital Vault: Eligible digitized media may be made available through your CMDigital Digital Vault. The Digital Vault allows you to access your digitized media through your CMDigital account and, where available, stream or download your digital files. CMDigital recommends maintaining your own backup copies of important digital media. Cloud access and streaming are not a substitute for maintaining an independent backup.

Included Streaming: Eligible digitization orders include one (1) year of streaming access to the digitized media associated with the order. The included streaming period begins on the date specified by CMDigital for the applicable order or Digital Vault service. Included streaming is provided at no additional recurring charge and does not automatically convert into a paid subscription when the included period ends.

Extended Cloud Streaming: Customers may purchase Extended Cloud Streaming to continue streaming eligible media after their included streaming period. Extended Cloud Streaming is currently offered at $6.99 per month and automatically renews each month until canceled. By purchasing Extended Cloud Streaming, you authorize CMDigital to charge the applicable recurring fee using your selected payment method. If purchased before the included streaming period expires, CMDigital may schedule the paid subscription to begin when the included period ends rather than charging for overlapping streaming periods. Customers may cancel at any time through their CMDigital account or by contacting CMDigital. Cancellation prevents future renewal charges but does not ordinarily provide a refund for a billing period that has already begun, except where required by law or expressly provided by CMDigital. Failed payments may result in suspension of streaming access until payment is successfully processed. CMDigital may change the subscription price in the future and will provide notice where required by applicable law.

Streaming expiration: When included or paid streaming access expires or is canceled, the underlying digitized media is not automatically deleted solely because streaming access has ended. Streaming may become unavailable until an eligible streaming plan is purchased or renewed. Where CMDigital provides download access, download availability remains subject to CMDigital's applicable Digital Vault and storage policies.

Family Share: Family Share is available for a one-time fee of $12.99. It allows the primary Digital Vault account holder to invite up to five (5) family members to access eligible Digital Vault content through their own access credentials. Family Share is for personal, non-commercial use. The primary account holder manages invitations and may remove or revoke access. Family Share does not transfer ownership of the digital media or create a separate independent copy of the Digital Vault. Family Share access depends on the availability of the primary Digital Vault and any applicable streaming service. If the primary account's streaming access expires or is canceled, Family Share streaming access may also end. CMDigital may restrict or terminate Family Share access for abuse, attempts to circumvent the five-person limit, or other violations of these Terms.

Account sharing: Customers may not share CMDigital account credentials to bypass Family Share or other access limitations. Customers should use the Family Share feature where available to provide authorized family members with access.

Service availability: CMDigital will make reasonable efforts to keep the Digital Vault and streaming services available, but online services may occasionally be unavailable because of maintenance, upgrades, technical problems, network interruptions, third-party infrastructure failures, security incidents, or circumstances beyond CMDigital's reasonable control. CMDigital does not guarantee uninterrupted or error-free streaming or Digital Vault access.

Digital file retention

Completed digital files may be retained for up to 90 days after an order is completed to help with delivery or service issues. After that period, files may be permanently removed. Customers are responsible for maintaining their own backups of delivered files.

Damaged or unreadable media

Old magnetic media can deteriorate, become damaged, or contain sections that cannot be recovered. We will make reasonable professional efforts to transfer usable content, but cannot guarantee recovery from media that is physically or chemically degraded.

Customer responsibilities

Customers are responsible for providing accurate contact and order information, packaging physical media appropriately, and maintaining backups of important digital content after delivery. Customers also confirm that they have the right to request the services performed on submitted content.

Updates to services and terms

CMDigital may update services, pricing, website features, or these Terms of Service from time to time. The version posted on this website, including its stated update date, is the current version.