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Digital Media & Hardware (USB Drives & Hard Drives)

We only supply genuine, branded USB drives and external hard drives, which carry a 12-month hardware warranty from the date of your order.

• On Receipt: If your files fail to play when you first receive your order, please return the device to us so we can inspect it. We will replace the faulty drive and reload your footage free of charge.

• After 1 Month: If a drive develops a hardware fault between 1 and 12 months after purchase, we will replace the blank physical device free of charge upon return of the faulty unit. However, because we do not retain your video files beyond one month, this warranty covers the hardware only and does not include retransferring your original tapes.

• Personal Hardware Supplied By You: This hardware warranty applies only to drives supplied by Timeless Moments Ltd; we cannot warrant customer-supplied storage devices.

• Device Compatibility: Please note that our hardware warranty covers physical drive defects and corrupted files. If your files play normally on a computer or modern device, we cannot treat compatibility issues with older Smart TVs or media players as a hardware fault—though we are always happy to advise you on alternative ways to view your footage.
  
   

Data Retention & Retransfers (Standard Orders)

For your privacy and to manage our server storage, we permanently delete all transferred video files from our studio systems one month after your order is completed.

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• Please Back Up Your Files: You absolutely must check your footage and create at least one backup copy within this first month. This is your primary responsibility once you receive the transfers: Once your files are deleted, we cannot provide a free replacement if your USB drive or hard drive fails, is lost, or is accidentally wiped.

• Discounted Retransfers: If you lose your footage after the one-month window has passed, we are happy to retransfer your original tapes at a 20% discount off your original invoice price, provided you return them within 12 months of your initial order. After 12 months, any retransfer will be treated as a new order and charged at our current standard rates.

• Blank & TV-Only Tapes: We do not transfer copyrighted television broadcasts or completely blank tapes. If a tape you submit turns out to contain only off-air TV recordings or blank footage, we will leave it off your digital transfer and exclude it from your final footage charge.

• Original Tapes & Film Care: Every tape and cine reel is handled with the utmost care on professional studio equipment. However, vintage magnetic tape and film naturally degrade over time, and we cannot be held liable for inherent age-related issues such as snapped splices, brittle tape, or oxide shedding during playback. In the unlikely event of loss or damage while in our care, our maximum liability is limited to the replacement cost of a blank tape or the value of the transfer service ordered.
   

Cloud Storage (Optional Add-On)

Cloud delivery is not included with standard USB or hard drive orders, and is only included with cine transfers or if specifically requested and paid for as part of your order (if it falls above the free 32Gb limit)
 

• Retention Period: Where cloud delivery has been purchased, your files remain hosted online for up to 12 months from the date your link is issued (unless you have paid for an extended retention plan).

• Calendar-Month Cycle: Please note that cloud storage runs on a calendar-month basis—for example, a link issued on 31st January will remain active until 1st January the following year (roughly 11 months). This gives you plenty of time to download your files and share the link with family.

• Expiry: Once this period ends, the cloud files are permanently erased and cannot be recovered. Should you require your tapes to be recaptured after your cloud link expires, our 20% retransfer discount remains valid up to 12 months from your original purchase date.
   

DVDs

We no longer offer any warranty on DVDs, and all archived files from past DVD projects have been permanently deleted. We have not routinely transferred footage to DVD for over five years, as modern digital formats offer far better longevity and compatibility.

This warranty is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015