Service Terms & Tape Handling Agreement

Last updated: August 2026

This page explains what to expect when you send KeepFrame your original tapes or photos — from intake through return — and what we're responsible for along the way.

Intake

• When we receive your tapes (whether dropped off or mailed in), we log each one — label, format, and its condition as we find it — before anything else happens to it.
• If a tape is already damaged, degraded, or shows signs of mold/mildew when it arrives, we'll note that at intake and let you know before proceeding.
• You'll get a copy of this intake record so there's a shared reference point for what we received.

What we're responsible for

• Careful physical handling of your original tapes throughout digitization — we treat them as irreplaceable, because for most families, they are.
• Keeping your originals separate and clearly labeled for the duration of the job, so nothing gets mixed up with another customer's archive.
• Returning your original tapes to you once digitization is complete, unless you've asked us to dispose of them.
• Following the privacy commitments in our Privacy Policy for anything digitized from your tapes.

What we're not responsible for

• Damage or degradation that existed before we received the tape — old VHS tapes can have mold, tape stretch, or physical damage from age and storage that limits what can be recovered, regardless of how carefully it's handled. We'll tell you upfront if a tape looks unlikely to play back cleanly.
• Playback issues caused by the tape's own condition rather than our equipment or process.

If something goes wrong on our end

In the rare case that a tape is damaged during our handling or equipment failure, we'll tell you directly and as soon as we know — not after the fact. We'll work with you on a fair resolution for that specific tape; given that original home movies aren't replaceable with money, our first priority is transparency about what happened, not a boilerplate liability cap.

Turnaround

We'll give you an estimated timeline at intake based on your order size. If something changes that timeline (an unusual tape length, an equipment issue, etc.), we'll tell you before your original estimate passes, not after.

Questions

Reach us any time at hello@wekeepframe.com.