Return & Refund Policy
PHOTOKIVE (“we,” “us,” or “our”) provides a specialized service of converting your physical photographs and photo albums into digital format. Because of the nature of our service—where we receive, process, and digitize your original items—all sales are final and we do NOT accept returns or issue refunds under any circumstances. This Return & Refund Policy explains how we handle requests related to returns and refunds and should be read alongside our Terms of Service.
1. All Sales Are Final
Once you complete your initial checkout (Step 1) and we ship you a PHOTOKIVE Box, your order is considered confirmed.
After you ship your physical photographs or photo albums to us and we receive them, we begin the digitization process. At that point, you cannot cancel your order, and no refunds will be issued.
Payment of the final invoice (Step 2) is required for us to deliver your digitized images. Because the work is performed on your unique, original materials, all fees collected are non-refundable.
Reference: In Section 5 of our Terms of Service, we state that “Once a purchase is made and we receive the user’s physical photographs, the user cannot cancel the PHOTOKIVE order. All photographs will be digitized and an invoice for payment will be sent.”
2. No Returns
We do not accept returned products, materials, or services once you have shipped your photos to us. The entire process is customized around your specific items, so returning a product or material is not feasible.
If we ship your original photographs or albums back to you after digitization (as part of our standard process), you cannot return those items to us for a refund or credit. They are simply your original property being returned.
3. No Refunds
No refunds will be granted, even in cases of damage or loss during shipping. (See our Shipping Disclaimer below.)
Because PHOTOKIVE’s service involves the handling and processing of your original photographs, once the process begins, we cannot reverse or “undo” the work. Therefore, any payment made—whether it is the initial package/deposit or the final invoice based on the number of images digitized—is non-refundable.
4. Shipping Disclaimer
PHOTOKIVE is not responsible for any loss or damage to your items during shipping. The Company is not a shipping carrier. Although the Company may supply a pre-paid shipping label as a convenience, transportation of your Photokive Box and all related materials (“Submitted Materials”) to the Company is performed by an independent common carrier under that carrier’s own terms of service. Accordingly, the risk of loss of or damage to your Submitted Materials passes to the Company only when your shipment is physically received and checked in at the Company’s facility, and the risk of loss passes back to you when the Company tenders your Submitted Materials or products to the carrier.
Reference: In Section 8 of our Terms of Service note, “YOU UNDERSTAND THAT THERE IS INHERENT RISK IN SUBMITTING PHYSICAL PHOTOGRAPHS AND ALBUMS TO PHOTOKIVE FOR MAIL-IN DIGITIZATION…YOU ACCEPT THIS RISK. IF YOU ARE NOT WILLING TO ACCEPT THIS RISK FOR A PARTICULAR ITEM, DO NOT SEND IT TO US.”
5. Cloud Storage and Memberships
Our standard offering includes 30 days of free cloud access to your digitized images. After that, continued access requires a paid subscription.
Cloud storage fees and memberships are separate from our digitization fees and, like digitization services, are non-refundable once a billing period has begun.
Referral programs and protection packages (e.g., extended digital storage, shipping protection) are also non-refundable once purchased. Any credits or protections you receive cannot be converted into cash or transferred.
6. How to Contact Us
If you have questions about this Return & Refund Policy, please reach out to us:
Email: help@photokive.com
Mailing Address: The Kive Company (DBA Photokive) 15800 Arminta Street Van Nuys, CA 91406