Our Satisfaction Guarantee
We stand behind every transfer we perform.
We stand behind every transfer we perform. If you're unhappy with the quality of our work, we'll make every reasonable effort to make it right, at no additional charge. And if another professional service can produce a visibly better transfer from the same originals, we'll match their quality or refund what you paid us for the affected transfer.
The Guarantee at a Glance
If you are unhappy with the quality of our work, we will make every reasonable effort to improve or redo it at no additional charge. If another professional service produces a demonstrably better transfer from the same originals, we get a chance to match it, and if we cannot, we refund what you paid us for that transfer.
- Unhappy with quality
- We improve or redo it at no additional charge
- A visibly better transfer elsewhere
- We match or exceed it, or refund what you paid for that transfer
- Refunds cover
- The affected items, not automatically the whole order
- Time to raise a concern
- 60 days from delivery
We stand behind the quality of every transfer we perform.
If you're unhappy with the quality of our work, we'll make every reasonable effort, using our professional equipment and available restoration techniques, to improve or redo your transfer at no additional charge.
Some limitations are in the originals, not the transfer.
Older film, videotapes, photographs and audio recordings can deteriorate over time. Some may have damage, recording defects, tracking problems or missing information that even the best equipment cannot fully recover. Limitations inherent in the original media, including deterioration, physical damage, or defects in the original recording, are not considered defects in our transfer workmanship.
When we encounter limitations in the original media, we'll make every reasonable effort to recover as much usable content as possible. However, we cannot guarantee the recovery of information that is damaged, missing, or unrecoverable.
We believe that even imperfect footage can hold priceless memories. That's why we generally favor preserving footage whenever possible, even when the picture or sound quality is poor. A moment doesn't have to look or sound perfect to be worth saving, and we'd rather give you the opportunity to decide what's meaningful than make that decision for you.
If someone else can do it visibly better, we'll refund your money.
We're confident in the quality of our work. If another professional service produces a demonstrably better result from the same original media, we'll review the comparison and have the opportunity to match or exceed that quality at no additional charge. If we're unable to do so, we'll refund what you paid us for the affected transfer.
A demonstrably better result means a material improvement in picture quality, sound quality, or the amount of usable content recovered from the same original media. Minor differences in color preference, brightness, encoding, or presentation that do not materially improve the underlying transfer do not qualify.
What a refund covers
Refunds apply to the affected items or services, not automatically to the entire order.
If an item cannot be converted at all, you won't be charged for its conversion. If you've already paid for that conversion, we'll refund that amount.
When original media is partially damaged or deteriorated, a successful transfer may still contain tracking problems, visual defects, audio distortion, or unrecoverable sections present in the original recording. These limitations do not, by themselves, constitute defective workmanship or entitle the customer to a refund for otherwise successfully completed transfers.
Refunds under this guarantee are limited to the amounts paid directly to Legacy Digital Productions for qualifying transfer services. Shipping, handling, expedited processing, and other separately billed services that have already been performed are not refundable under the quality comparison guarantee, except where required by law.
If the entire order qualifies for a refund under this guarantee, we'll refund the entire qualifying amount.
Our promise is simple.
We'll do our best to preserve your memories, stand behind our workmanship, and treat you fairly when something doesn't go as expected.
How to request a redo or refund
Contact us within 60 days of delivery to report any concerns about your transfer.
If another professional service subsequently produces a demonstrably better transfer from the same original media, contact us with representative samples of both transfers and sufficient information to verify the comparison.
We'll review the results and, when technically feasible, make a reasonable attempt to match or exceed the competing transfer at no additional charge. This may require access to the original media. If you decline to make the original media available when reasonably necessary, we may be unable to complete the comparison or determine eligibility for a refund.
If we're unable to match or exceed the competing result after being given a reasonable opportunity to do so, we'll refund the qualifying transfer charges as described above.
Questions About the Guarantee
What guarantee should I look for before I pay for digitizing?
Look for three things: a redo at no charge if you are unhappy with the quality, refunds that cover the affected items rather than an all-or-nothing promise, and a clear time window to raise concerns. Ours covers all three, and if another professional service produces a visibly better transfer from the same originals, we match it or refund what you paid for that transfer.
Is the whole order refunded if something goes wrong?
No. Refunds apply to the affected items or services, not automatically to the whole order. For example, if a few reels in a large order cannot be converted, the adjustment covers just those reels. If the entire order qualifies, the entire qualifying amount is refunded.
What if one of my tapes or reels cannot be converted at all?
You are not charged for its conversion, and if you already paid for it, we refund that amount. We tell you which items could not be converted and why, and the original comes back to you either way.
How long do I have to raise a concern?
Contact us within 60 days of delivery. Call (888) 405-2685 and tell us the file name and where the problem shows.
Who pays shipping if you redo my transfer?
If the mistake is ours, the redo and its shipping are on us.
What counts as a visibly better transfer from another lab?
A material improvement in picture quality, sound quality, or the amount of usable content recovered from the same originals. Minor differences in color preference, brightness, encoding, or presentation do not qualify. We get a reasonable chance to match or exceed it first.
My tape was already damaged. Is that covered?
Limitations in the original media, such as deterioration, physical damage, tracking problems, or defects in the original recording, are not workmanship defects. We make every reasonable effort to recover as much usable content as possible, and we generally keep imperfect footage rather than cut it, so you decide what is meaningful.
Know exactly what you are getting.
Build a free itemized estimate, backed by Our Satisfaction Guarantee. No pressure and no obligation.
202 W. Lincoln Ave., Suite A, Orange, CA 92865
Walk-ins Mon to Fri, 8AM to 4PM
Evenings and weekends by appointment
Phones answered 7AM to 7PM, 7 days a week
