Booking & Hire Agreement
This Booking & Hire Agreement is between rawframes — a sole trader operating in New Zealand, contactable at seth@rawframes.co.nz ("rawframes", "we", "us") — and you, the person named on the booking confirmation.
When you complete a booking, you agree to this Agreement. Please read it alongside our Terms of Service and Privacy Policy.
The Equipment
Your kit includes the camcorder or camcorders, microphones, cables, batteries, memory cards, cases, packaging, and a prepaid return courier label. The exact contents depend on the package you booked and are listed on your confirmation and on a packing slip inside the kit.
The equipment stays our property the whole time. You're hiring it — you never own it.
Payment
Placing a booking is a request to hold your date, not a confirmed booking. Within 24 hours we'll email you to confirm whether we can cover it. If we can, we take full payment using the card you provided and send you a confirmation email — your date is locked in at that moment. If we can't, nothing is charged and you're welcome to ask about other dates.
Payments run through Stripe. We never see or store your full card number — Stripe holds it securely as our processor. You allow us to keep a tokenised reference to your card via Stripe for the length of the hire and for 30 days after the kit is returned, so we can charge any amounts owed under this Agreement (such as late, damage, or non-return fees). We'll always give you written notice and a summary before charging anything — see Damage, Loss & Theft below.
All prices are in New Zealand Dollars.
Rental Period
We dispatch your kit so it's expected to arrive at least 3 days before your event, and may send it earlier to allow for courier delays or rural delivery.
You must send the kit back using the prepaid return label within 72 hours of your event ending. If your event runs over more than one day, that clock starts at the end of the final day. "Sending it back" means physically handing it to the courier — dropped at a depot or lodged at a pickup point, not just packed.
Returns
Use only the prepaid return label in the kit — please don't use a different courier without asking us first. Pack the equipment carefully using the original packaging and protective materials, and get it safely to the courier.
Delivery
We cover standard courier costs both ways, including the prepaid return label.
You're responsible for giving us a correct, accessible delivery address and making sure someone can receive the kit. If the courier can't deliver and the kit goes back to a depot or to us, any extra costs (including re-delivery) may be charged to you. Risk passes to you when the kit is delivered to your address, and stays with you until the return courier signs it back into our custody.
Equipment Responsibility
While you have the kit, please:
- keep it with you or with trusted people you've asked to help
- keep it dry and away from sand, salt water, pools, food and drink, smoke machines, and fireworks
- make sure anyone under 16 is supervised by a responsible adult when using it
- follow the quick-start guide and care notes in the kit
- not modify, open, or try to repair it, and not remove any seal, label, or serial number
- not use it unlawfully, including recording anyone whose consent is legally required without it
- not sell, lend, sublet, or hand the equipment to anyone outside your event
- keep it in New Zealand
You're responsible for anyone you let use or handle the kit.
Memory Cards & Footage
Memory cards are part of the kit. Return every card inside the kit, in the slot it came in, with the footage left on it. Please don't delete, format, edit, copy, or move footage before returning the cards. If cards come back wiped, formatted, damaged, or missing, we may not be able to make your film — see Technical Issues.
Damage, Loss & Theft
Every booking includes a $99 damage waiver. It covers minor accidental damage from normal use at your event. It does not cover loss, theft, water damage, or intentional or significant damage.
If repairs go beyond what the waiver covers, we may charge the card on file for the cost of repair, up to $700. If any item is lost, stolen, not returned, or damaged beyond repair, you pay its full replacement value. We may also charge a loss-of-use fee equal to the daily hire we'd have earned from equipment that's out of action, and a reasonable cleaning fee if the kit comes back dirty.
If the kit hasn't been sent back within 10 days of the end of the 72-hour return window, we treat it as lost, and the full replacement value and loss-of-use fee apply to the whole kit.
Normal wear and tear from reasonable use isn't charged. Any amount we charge is a genuine estimate of our loss, not a penalty.
Before we charge anything under this section, we'll send you a written summary of what happened and the amount. You then have 5 business days to query it in writing before we process the charge.
Technical Issues
Camcorders are mechanical, and occasionally faults happen even though we test and maintain every kit. If equipment fails through no fault of yours and footage is partly or wholly lost, we'll try to recover it where we can, and refund a fair share of your booking reflecting the lost coverage. If footage is lost or unusable because of misuse, damage, deletion, or formatting by you or your guests, no refund applies, and the Damage, Loss & Theft section covers any lost or damaged cards.
Because your footage is captured by guests rather than a professional videographer, we can't guarantee that any particular moment, person, or detail will be filmed, or that everything captured will meet a set standard of framing, lighting, sound, or steadiness. That's part of how rawframes works, and isn't grounds for a refund or revision.
Editing & Delivery
Once your kit is back and we've reviewed the cards, we'll deliver:
- an edited film in the length and style of the package you booked, and
- your organised raw footage — the full unedited recordings, sorted sensibly by camera or date, via a secure download link.
We aim to deliver both within 4 to 6 weeks of receiving your kit, and we'll keep you posted if it's likely to take longer.
Our editing style is part of the service, and by booking you're choosing it. We don't offer revisions based on personal preference or requests to match another creator's style, and we can't include moments that weren't captured. We will fix genuine errors at no charge where reasonable — a misspelled name in a title, audio sync issues from our edit, or clearly wrong footage — if you tell us in writing within 14 days of delivery. Raw footage is delivered as captured and isn't revised.
Music
Music in your edited film is licensed by us from platforms such as Musicbed or Artlist for use with that film. The licence doesn't cover using the music separately, or using the film commercially.
Footage Ownership
You keep the rights to your footage. We grant you a perpetual, worldwide, royalty-free licence to use your film and raw footage for personal, non-commercial purposes — sharing with family and friends and posting to your own social accounts.
We may use stills and clips from your film for our own marketing and portfolio (our website, social media, advertising) unless you opt out. To opt out, email seth@rawframes.co.nz at any time, and we'll remove the material from any channel we control within a reasonable time.
Changes & Cancellations
Once your booking is confirmed and paid, it's non-refundable — the full amount is a retainer that compensates us for committing to your date and turning away other bookings, whenever you cancel. You can change your event date once, subject to our availability; a date change isn't a cancellation and doesn't trigger a refund.
You'll get a full refund only where the rawframes Film Guarantee applies — where we fail, through our own fault, to deliver any usable edited film from your event. It doesn't apply where footage is missing or limited due to guest operation, misuse, deleted or formatted cards, or anything outside our reasonable control, and it doesn't cover dissatisfaction with the editing style. If we cancel your booking for any reason other than your breach of this Agreement, we'll refund you in full and, where we can, offer to reschedule.
Cancellation and date-change requests must be emailed to seth@rawframes.co.nz and take effect once we confirm them in writing.
Events Beyond Our Control
Neither of us is responsible for failing to perform this Agreement because of something outside our reasonable control — natural disaster, fire, flood, severe weather, earthquake, pandemic, government restriction, civil unrest, courier failure, or major utility outage. If something like this stops us delivering your kit, you can choose a full refund or a credit toward a new date within 12 months. If it stops you holding your event on the booked date, you can move your booking once, subject to availability.
Your Statutory Rights
Nothing in this Agreement limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other consumer law that can't be excluded. We handle your personal information under the Privacy Act 2020 and our Privacy Policy.
The kit will film your guests. You're responsible for letting them know they may be filmed.
Limitation of Liability
To the maximum extent the law allows, and without affecting your statutory rights above, our total liability under this Agreement is limited to the amount you paid for your booking, and we're not liable for indirect or consequential loss such as lost profits, lost opportunity, or loss of expected enjoyment. You agree to cover any loss we suffer from your breach of this Agreement or from any unlawful act by you or anyone using the kit with your permission.
Governing Law
This Agreement is governed by New Zealand law, and both of us submit to the non-exclusive jurisdiction of the New Zealand courts. The version of this Agreement in force when you book is the version that governs your hire.
Questions? Email us at seth@rawframes.co.nz.