Terms of Service
Purpose of Document:
Provide understanding on mutual expectations in the
operation and services delivery by Cintrex AV to customers purchasing Cintrex service products.
Summary:
Cintrex will provide the following services to its customers:
- Secure
website for Resellers as a repository for all the necessary information and
guides to support the Resellers
- Quality
media conversion transfer services
- Confidentiality
– all Customer content is protected and not shared or distributed
- Timely
response to all inquiries
- Timely
response to problems and concerns brought up by Customers and Resellers;
Cintrex assumes up front that it is at fault when problems happen and works to
correct the problems to the Resellers’ and Customers’ benefit
- Professionalism
from Cintrex staff in all areas when working with Resellers
- Timely
shipment of product to meet commitment to Resellers and due dates for
Customers. Our commitment for average
order turnaround is 2 weeks, from the day we receive the Reseller’s order to
when it is returned to the Reseller’s shop.
- Timely
and correct invoicing for work performed
- Appropriate
labeling of product and packages as asked for by Customers and Resellers
Customers’ Responsibilities:
The Customer commits to the following:
- Complete Order Paperwork for better communication of expectations and understanding; and acceptance of the Limitation of Liability by Customers
- Arrangement
of shipment of Customer orders to Cintrex
- Timely
payment to Cintrex for delivered service products
- Communications with Cintrex as needed to correct any problems or concerns in final delivered service product.
Paperwork:
The order placed upon Cintrex AV and associated paperwork given Cintrex by Customers should be complete as far as Customers' instructions and expectations of Cintrex so that we deliver a
quality completed product per customer instruction.
Packaging:
Customers place order contents (tapes, film, cassettes,
photo’s, etc.) in appropriately sized bags and container box, and take excessive
care to make sure contents are securely protected from the rigors of common
freight carrier shipment. The packages contain (most times) very valuable,
one-of-a-kind, irreplaceable items; and Customers should take appropriate precautions to make sure the
container box survives shipment to Cintrex.
Shipping & Handling:
After order placement Customers can create their UPS shipping labels for shipment of their package(s) into Cintrex. Place the label on the package, and then either drop the package off at the nearest UPS store or
drop- box, or hand the box over to their UPS driver. Customers also
have the option of using their own common carriers and then receiving shipping
credits from Cintrex on the final invoice.
Shipping is free on orders with a retail value of $100 or
more. A $10 shipping and handling fee is
applied for orders greater than $50 but less than $100; and a $25 shipping and
handling fee is applied to order values less than $50.
Order Receipt and Processing:
Upon
receipt into Cintrex, the Customers' order form and associated contents
are catalogued and tracked through the Cintrex transfer process. The outside of
the container box is marked/labeled with date of arrival into Cintrex, due date
back to the Customers, items are barcoded with Customers' names, and our system orders note all special instructions noted on the order form.
Each
service order is worked on by experienced Cintrex technicians.
The
order form instructions are followed as written and marked by the Customers. If questions come up, the
Cintrex technician will call the Customers for clarification. Common questions
come up over order of transfer (which items get transferred first), title
spellings, table of contents format, music selection, how many copies, whether
a need exists to combine contents onto fewer disc’s, file formats, and due
dates.
When
the order is finished, Cintrex packages together the old contents and media,
the new media with the transferred contents, a Cintrex invoice and a packing
slip listing container’s content. The box is shipped via UPS, and shipped in time to meet the requested due date. Shipping is
always via UPS ground, unless the order is a rush order, and then extra
shipping charges will be applied as necessary to meet due dates.
Each
shipping package has a tracking number, and Cintrex is able to provide order
status and shipping status as requested by Customers. Customers are emailed the UPS tracking number upon return shipment.
Typical
turn-around time is 2 weeks within Cintrex from receipt of order to return of an order. Customers can make arrangements with Cintrex for shorter intervals as
necessary. Rush orders may cost more for additional labor to meet necessary due
dates.
Upon
receipt of finished service products, Cintrex asks the Customers to
perform a final inventory check and review of the transferred contents, making
sure the product meets expectations. Again, if something is wrong Cintrex will
work with the Customers to make it right as soon as possible, and satisfy our Customers.
Payment Terms:
Payment is due after creation of a Cintrex invoice.
Cintrex does not request money from Customers until an order is completed.
Typical terms are credit card payment with your AMEX, Discover, Visa,
MasterCard, or your corporate check for payment. Please call Cintrex if
alternative terms are desired.
Warranty:
Cintrex warrants that the work done for Customers meets the specifications asked for on the order form or instructions provided by the Customers. If the work is not done to the satisfaction of the Customer and does not meet
the specifications on the order form, Cintrex will correct its work at no cost
to the Customers. The transfer services product has a 90 day warranty.
90 Day Backup Protection:
Cintrex AV backs up all completed orders for 90 days in
its onsite local storage network. This
backup is available for future editing, loss replacement, or extra copies of
finished orders.
Limitation of Liability:
Cintrex does not lose or damage Resellers orders;
however, there is a limitation of liability statement on our order forms that
protects both Cintrex and the Resellers; it is important that customer
acknowledges this statement with their signature; the statement reads: “When
submitting film or other material, customer acknowledges and agrees that
liability for any loss or damage to film or other materials during the
processing service will be limited to the replacement cost of a non- exposed
roll of film and/or a blank media of similar size. Except for such replacement,
store shall not be liable for any other loss or damage, direct, consequential,
or incidental, arising out of customer’s use of said service. The undersigned
hereby warrants that the material being presented for copying is not to his/her
knowledge protected by copyright, owned by another, or that if the material is
protected, the undersigned has obtained the permission of the copyright owner
to make copies of the material”
Copyright Limitation:
Cintrex will transfer copyrighted film, video or audio
recordings ONLY when one of the following conditions are met:
- The
customer is the actual copyright owner, or
- The
customer has obtained written permission to do so from the copyright owner.
Copyrights are granted by the U.S. Library of Congress to the producing or
holding company which created the content in question. Copyright is not
transferred to the buyer upon purchasing a commercial videotape or cassette or
professionally-released movie from a retail store, for example. It is a
violation of applicable copyright laws under Title 17 of the U.S. Code as well
as the Digital Millennium Copyright Act of 1998 and anti-piracy laws for
Cintrex Audio Visual to transfer materials to DVD or CD for you for which we do
not own the copyright.
CONFIDENTIALITY:
1. Customers’
content is protected and not shared or distributed by Cintrex;
2. Cintrex takes reasonable precautions to preserve in strict
confidence any confidential or proprietary information exchanged with Customers
concerning their business. Such reasonable precautions shall
include exercising precautionary measures designed to preserve the secrecy of
such information and to prevent its disclosure to third parties, except
following prior consent from the customer.
Cintrex AV Process for Media Conversion & Transfer:
The transfer steps and processes are very similar for
scanning film and video tapes, photo’s, negatives and slides. Some of the initial ingestion tools may be
different at the transfer stations because of the differing nature of specific
media access, but once the digitized content is placed on the network, then the
processes involve the same computer tools and data appliances, the same new
access media and storage options, and the same business processes. The common steps in the process are:
- Receipt
of order and cataloging physical contents, including inspection of customer
supplied contents for damage, and noting areas in need of repair
- Cleaning,
repairing, and prepping the physical media as needed to ensure smooth transfer
and conversion
- Assigning
a sequence and order of transfer, so as to complete the job in as quick a
professional manner as possible. Having
a plan upfront saves time later on.
- Playing
and ingesting the captured content, using proper projectors and players
(representative of the right era and technology) and collection points to
capture the content, digitize and encode the content.
- Placing
captured content on our computer and storage network
- Editing
the Content, preparing content for Transfer, transcoding or creating correct
file types to match requested output
- Selection
of proper new media, and transfer of captured, converted digital content to new
media
- Presentation
and Packaging
- Quality
Control Inspection prior to shipment
- Interim
storage up to 90 days of customer content
- Business
Systems for order status, packing, tracking, updates, invoicing
