Refund policy
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. We strongly recommend that you insure your shipment and use a trackable shipping service when sending physical photographs or albums to us.
If you choose not to insure or track your shipment, you accept all risk of loss. Even if your shipment is lost or damaged en route, no refund will be issued for the fees you have already paid.
Reference: Our Terms of Service note, “Please note, PHOTOKIVE is not responsible for any items lost or damaged in the shipping of your personal items. We recommend that you insure your shipment and use a trackable shipping service if you wish to ensure delivery.”
5. Photokive Guarantee & Special Circumstances
Photokive Guarantee: In the event of a bona fide natural disaster (as defined by recognized local or national authorities) that directly affects your family and results in loss or damage of your physical photo albums after they have reached us, we will, at our discretion, print photo books of your digitized images at no additional cost. This is a goodwill gesture and does not constitute a refund or return of any fees already paid.
To request assistance under the Photokive Guarantee, you must submit appropriate documentation confirming the natural disaster. PHOTOKIVE reserves the right to verify such claims and may deny them if the documentation is incomplete or the event does not qualify as a covered natural disaster.
Even under the Photokive Guarantee, no refunds are issued for services rendered or payments made. Any “compensation” provided is strictly limited to free printing of digitized images and does not reduce or reimburse the fees already paid.
6. 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.
7. 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