Service Terms and User Agreement
Long story short
We are here for you, trying to help to the fullest of our capability, working with you. Rest easy knowing we are doing our best, and if something goes wrong, we will fix it. We love our happy customers so let's talk to keep everything running smoothly.
Conditions of order:You confirm to 'Contrado Imaging Ltd' [the seller] you own or have permission to use the designs and image[s]. We regret we are unable to give refunds. In the unlikely event of manufacturing fault, it will be repaired. You accept that a design (except vector) or photograph when enlarged may lose some definition and that colour variation may occur in finished item.
- Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
- After 30 minutes: we handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.
Designs, images and contentYou may submit or transfer upload digital designs, images, pictures, data, text, photographs, graphics, messages, or other material (the Content) to the web site yourself and store a copy with license to Contrado to work with it. Images uploaded to the web site must be in useable industry format, although we do accept and work with other file formats. Images uploaded by you or by us on your behalf which are then turned into a custom product may (subject to the restrictions in these terms) be made available for viewing to other users of this site for display in our Gallery only with your expressed permission.
What you are allowed to doYou may access any part of the web site that is not password protected. Access to some parts of the site is only available if you have a valid password. You may not access these areas without a valid password. You may print off one copy per visit of any individual page or part of a page (other than your own images) of the web site for your own personal use. Provided that you are otherwise entitled to do so, you may print off as many copies of your own images as you wish. In either case, you must not do any of the things set out under "What you are not allowed to do", below.
What you are not allowed to doYou are not allowed to copy (whether by printing off onto paper, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or otherwise use any material contained in the web site except as set out under "what you are allowed to do". You are not allowed to use the web site (or to copy or use any material from the web site) for any commercial purpose other than to conduct a commercial transaction with Contrado. You are not allowed to remove any copyright, trademark or any other intellectual property notices contained in the original material from any material copied or printed off from the web site. You must keep your password secure at all times. You will be responsible for any damage caused by unauthorised access resulting from your failure to keep your password secure. You are not allowed to upload, email to us or order products of any images or other material which contain: pornographic or obscene material; racist material; material that is likely to incite hatred against any person or group; blasphemous material; defamatory or otherwise actionable material; images of any criminal act; material the use or inclusion of which infringes any copyright, trademark or other intellectual property right of any third party; material that breaches any applicable laws or legislation We may at our discretion contact law enforcement authorities if we believe that anything unlawful is occurring or has occurred in relation to the web site (including the uploading or emailing of any images in breach of the above restrictions). We may provide copies of any relevant images or material to the law enforcement authorities and in that connection may also give them access to any personal data that is held by us. We may without notice and at our sole discretion delete or remove any image that has been uploaded, emailed or submitted for printing in breach of these terms. We may refuse to provide any further services to anyone who breaches these terms. You will indemnify us and our officers and employees against any action, claim, damages, liability, costs and expenses arising out of: any use by you or your guests of this web site in breach of these terms, any claim that the uploading or emailing of any images by you or on your behalf is an infringement of any third party's copyright, trademark or other intellectual property rights; any claim that the processing, printing or other dealing with by us in accordance with these terms of any images uploaded or emailed by you or on your behalf is an infringement of any third party's copyright, trademark or other intellectual property rights. Rights: You retain all intellectual property rights, including copyright, to the images that you have uploaded to the web site or emailed to us. We may delete, remove or refuse to display any at our sole discretion. We may display, modify, print, transmit, distribute or delete any of the images that you upload or email to us, provided that this use is necessary in order to provide any of the services offered by us via the web site or is otherwise allowed by these terms. It is a condition of allowing you to use the web site and any services offered through it, that you have the right to copy, upload or otherwise deal with design images in relation to the web site and to allow us to process and otherwise deal with those images in accordance with these terms. You may not upload, email to us, request us to print or otherwise deal in relation to the web site with any images or other material unless you have the right to do so and to allow us to use such images or other material in accordance with these terms. For example, you may not take photos from another web site or other publication and do anything with them unless you have the permission of the relevant rights owner.
Services / productsOnce you have placed an order for any goods or services via this website (including any order for product or services), the order will not be treated as having been accepted until you receive confirmation from us that this is the case. This confirmation may be by email or post. The decision as to whether to accept any order from you is at our discretion and we are not bound to do so. We may, at our sole discretion, refund all or a proportion of the payment made in respect of the order concerned but reserve the right to charge in full as if the products had been dispatched. Shipping to anywhere outside the EU may attract local customs and duty charges which are beyond our control are based on the customs laws of the receiving territory. We are not obliged to indemnify such costs should they arise and they will become a matter for the recipient. To maintain continuity of service we reserve the right to use alternative materials in production, to those stated on the website. Offer codes may be published from time to time as part of a promotion. Offer codes may provide a free item or a discount on part of an order. Offer codes can only be used for online orders placed through this website. A maximum of one offer code can be specified per order. Unless otherwise specified, postage and packing charges will still apply to orders subject to an offer code. Further conditions may apply and if so will be published with the relevant offer code. Student Discount is valid on fabrics, fabric labels, transfer paper, leather swing tags, paper swing tags and the portfolio look book only. It does not apply to sample test prints. Cart value must be $30+ (excluding delivery). Students have to provide a valid student ID card with an expiry date clearly displayed on it. If your ID card does not have an expiry date students will also need to send the documentation that does. You need to be logged into your account for the discount to apply, and it will only work if you have created an account. Discount cannot be used retroactively. We will use our reasonable endeavours to reply promptly to all correspondence. Such reply may be by email or by post. Depending on the fabric, please expect and allow between 2-8% shrinkage which you need to plan for in your dimensions.
TerminationWe may terminate your order without notice at our sole discretion. Once your order is terminated, your images will be removed from our systems. We will refund any monies due in such a circumstance. Questions or complaints: Complaints or claims must be notified to us within fourteen days of receipt of goods, or in the case of non-delivery, in a reasonable time after the goods were expected to arrive. As per EU law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions. See our returns policy. If you have a question or complaint, please contact us.
Contrado including its staff, directors, agents, venture partners, associates or other officers must be held protected from any claim or demands made by any third party caused by or arising from your breach of this agreement. You will indemnify Contrado for any demands or claim including reasonable legal fees arising from such a claim for your violation of law or any rights of a third party.