Terms of Trade

These terms apply when you order media transfer services from Get Memories Back, operated by Alastair Ferris of Whenuapai, Auckland. NZBN: 9429053400932.

Placing an order means you accept these terms. We have tried to write them in plain language rather than legal language, because you should be able to understand what you are agreeing to.

1. What we do

We convert physical media — video tape, cine film, photographic slides and negatives, audio recordings, discs and memory cards — into digital files.

We accept: VHS, VHS-C, S-VHS, Betamax, Video8, Hi8, Digital8, MiniDV, DVCAM, 8mm and Super 8 film, slides, negatives, audio cassette, micro cassette, reel-to-reel, MiniDisc, LP vinyl, CDs, DVDs and memory cards. Both PAL and NTSC are handled.

We do not currently accept 16mm film, floppy discs or 8-track.

2. Ordering, and why you do not pay now

When you place an order you tell us what you think you have. No payment is taken at that point.

The total shown on the order form is an estimate only, calculated from the quantities you give us. It is not a quote and it is not a final price.

We do this because most people genuinely do not know what is on their tapes, and some items turn out to be blank or unrecoverable. Charging first and refunding later would be worse for everyone.

3. Getting your media to us

You can either courier your media to us, or drop it off in person.

Courier. You book and pay for sending your media to us. Please pack items so they cannot move inside the box, and include your name inside the parcel as well as on the label.

Drop-off. By appointment only, at Whenuapai, Auckland. We are not a retail shop and there are no set opening hours. Appointments are arranged by email here.

4. Condition, and what we will not attempt

We clean and carry out minor repairs as part of the service, at no extra charge.

Mould and damage on VHS and VHS-C tapes can usually be dealt with successfully.

We do not attempt mouldy or water damaged 8mm tape — that is Video8, Hi8 and Digital8. The tape is far thinner than VHS and the risk of destroying the recording during the attempt is too high. We would rather return it to you untouched than be the reason it is lost. If tapes arrive in that condition we will tell you, return them, and not charge for them.

Some media cannot be recovered whatever we do. Age, storage conditions and manufacturing defects all play a part, and this is not always apparent until we try.

5. What you are actually charged for

We charge for the items we successfully convert.

If an item turns out to be blank, or we cannot recover anything usable from it, it is not charged. It does not appear on your invoice.

This means the amount you are invoiced may be lower than the estimate you saw when you ordered. It will not be higher than the equivalent rate for the work actually done, unless you have asked us for additional work and we have agreed it with you.

6. Prices

All prices include GST.

Video tape, discs and most audio formats are priced on a tiered scale, and the tier is set by the total number of items in your whole order rather than by format.

A unit is one item, regardless of its length. A three hour tape costs the same as a thirty minute one.

Cleaning and minor repairs: included

Current prices are on our pricing page and apply to orders placed on the day you order.

We do not offer gift vouchers.

7. Urgent work

If you are working to a deadline, tell us the date before you send your media. We will confirm what is possible. Urgent work carries a surcharge and is agreed case by case.

We do not guarantee dates. If a date is critical to you, please talk to us before ordering rather than after.

8. Turnaround

Our usual turnaround is 7 to 10 days from the day your media arrives with us to the day it is finished and ready to go back.

Large orders, unusual formats and items needing extensive cleaning can take longer. We will tell you if that applies to your order.

9. Payment

Once the work is complete and quality checked, we raise an invoice for the items actually converted, plus any USB drives and return postage.

Payment is due before your files and original media are returned.

10. Your files

Files are supplied as MP4, MOV, JPEG or DVD, depending on the source material.

Files are typically between 500MB and 3GB. Anything much over 3.4GB is split into two parts so that it fits standard USB formatting.

Files play on smart TVs, phones, Macs and PCs.

Delivery options are a branded USB drive at $15, a USB drive or hard drive you supply, or a Google Drive link. Google Drive links remain live for six months.

We do not offer editing. No titles, music, montages or rearranging. We transfer what is on your media.

Some improvement to picture and sound quality is often possible, but the result depends heavily on the quality of the original recording. We will tell you honestly what to expect and we do not promise outcomes.

11. Backups are your responsibility

We hold your digital files for three months after delivery, and then delete them. Google Drive links expire after six months.

Please make your own backup as soon as you receive your files. After three months we will not be able to supply them again, and re-transferring would mean sending your original media back to us and paying for the work a second time.

12. Return of your media, and risk in transit

Your original media is always returned to you, whether or not it could be converted.

Return by courier is $20 flat anywhere in New Zealand, including rural addresses. You can also collect in person by appointment.

Sending media to us: the courier arrangement is yours, and if a parcel is lost or damaged on the way to us, the claim is between you and your courier. We will help with whatever information we can.

Sending media back to you: if a parcel we send is lost or damaged in transit, we will take it up with the courier on your behalf.

13. Damage while your media is with us

It is rare, and avoiding it is the reason we decline the highest risk jobs rather than attempt them.

If media is lost or damaged while in our care, tell us as soon as you notice and we will work out a fair resolution with you, which may include a partial or full refund of the charges relating to that item. See our Refund Policy.

14. Copyright and lawful content

We only transfer material you own or have the right to copy.

We will not copy commercial films, television programmes, commercially released music or any other copyright material, whatever format it arrives on. If commercial material arrives in an order we will not transfer it, and it will be returned to you.

By placing an order you confirm that you own or are entitled to copy the material you send us, and that it does not breach anyone else's rights and is not unlawful. We reserve the right to decline any job, and to return material without transferring it, without having to give a reason.

15. Your consumer rights

Nothing in these terms limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you are dealing with us as a consumer.

Under the Consumer Guarantees Act our services come with guarantees that cannot be excluded, including that they will be carried out with reasonable care and skill, be fit for the purpose you told us about, and be completed within a reasonable time.

Where you are acquiring our services for business purposes, the Consumer Guarantees Act does not apply, and to the extent permitted by law our liability is limited to the amount you paid us for the affected work.

16. Privacy

How we handle your personal information and the content of your media is set out in our Privacy Policy.

17. Changes to these terms

We may update these terms. The version that applies to your order is the version published when you placed it.

18. Governing law

These terms are governed by New Zealand law, and the New Zealand courts have jurisdiction.

19. Getting in touch

Email us here. We usually reply the same day.