Terms of Service
Welcome to rawframes. These Terms of Service ("Terms") govern your use of the rawframes.co.nz website (the "Site") and the services we offer through it, including our wedding camcorder rental and editing service (the "Service").
The Site and the Service are operated by rawframes, a sole trader based in New Zealand, contactable at seth@rawframes.co.nz ("rawframes", "we", "us", "our").
By using the Site or placing a booking, you agree to these Terms. If you don't agree, please don't use the Site or book the Service.
These Terms should be read together with our Rental Agreement and Privacy Policy. If there is any inconsistency between these Terms and the Rental Agreement in relation to a specific booking, the Rental Agreement prevails for that booking.
1. Eligibility
1.1 You must be at least 18 years old and legally able to enter into a binding contract to place a booking with rawframes.
1.2 You must provide accurate, current, and complete information when making a booking, including your real name, a valid contact email, a deliverable physical address in New Zealand, and a valid payment method.
1.3 rawframes currently only delivers within New Zealand.
2. The Service
2.1 rawframes rents wedding camcorder kits to couples for their wedding (or, where applicable, pre-wedding event), and produces an edited film together with organised raw footage from the recordings captured during the event.
2.2 The exact contents of each package - number of cameras, length of film, add-ons - are described on the Site and in your booking confirmation. The Site is the source of truth for current packages and prices; older promotional material may be out of date.
2.3 rawframes may update its packages, pricing, and availability from time to time. Changes do not affect bookings already confirmed and paid for.
2.4 Because the footage is captured by your guests rather than a professional videographer, rawframes cannot guarantee that any specific moment, person, or event detail will be captured, nor that all captured footage will meet a particular standard of framing, lighting, audio quality, or steadiness. These limitations are inherent to the Service.
3. Booking, Availability, and Payment
3.1 Bookings are placed through the booking flow on the Site. You will be asked to provide your event date, package, delivery address, contact details, and payment details.
3.2 Reserving your date. Submitting a booking request does not confirm your booking. It reserves your date in our queue while we check availability. No payment is processed at this stage.
3.3 Availability confirmation. Within 24 hours of receiving your booking request, rawframes will confirm in writing whether your selected date can be accommodated.
(a) If we can accommodate your date, rawframes will process your full payment using the payment details you provided, and a confirmation email will be sent. Your booking is confirmed at the moment payment is successfully processed and we send the confirmation email - not at the moment you submitted the booking request.
(b) If we cannot accommodate your date, no payment will be processed. We will let you know in writing and refund any holding charge or pending authorisation that may have been raised. You are welcome to enquire about alternative dates.
3.4 Payments are processed by Stripe. rawframes does not store your full card details - Stripe does, as our PCI-compliant payment processor. Stripe's terms and privacy policy apply to your payment.
3.5 By placing a booking, you authorise rawframes to retain a tokenised reference to your card via Stripe for the duration of the rental and for 30 days after the kit is returned, so that we can charge any additional amounts owed under the Rental Agreement (for example, late fees, damage, or non-return charges as set out in the Rental Agreement). We will give you advance written notice and a summary before making any such charge, and you will have 5 business days to query it.
3.6 All prices on the Site are in New Zealand Dollars (NZD).
3.7 By completing a booking, you are entering into the Rental Agreement in force at the time of booking. The Rental Agreement governs the rental and the deliverables.
3.8 Order acceptance. Submitting a booking request, and any automated acknowledgement we send in response, does not constitute acceptance of your order or form a binding contract. rawframes reserves the right to decline or cancel any booking at its sole discretion - for example, where we cannot accommodate your date or location, where we are unable to verify your details, where there is a clear pricing or availability error, or where we reasonably believe a booking is fraudulent or in breach of these Terms. Where we decline a booking, no contract is formed and no payment is taken, or any amount already processed is refunded in full.
4. Cancellations, Date Changes, and Refunds
4.1 Non-refundable retainer. The retainer for your booking is 100% of your order total at the time of booking and is non-refundable, irrespective of the payment method used. It compensates rawframes for committing to provide the Service and turning away other potential bookings for your date, and applies regardless of when a cancellation request is made.
4.2 Refunds - rawframes Film Guarantee. You are entitled to a full refund only where the circumstances satisfy the rawframes Film Guarantee (rawframes failing, through its own fault, to deliver any usable edited film from your event), or where the equipment-failure remedy in the Rental Agreement applies. Full details are in the Rental Agreement.
4.3 Date changes. You may change your event date once, subject to our availability on the new date. A date change is not a cancellation and does not entitle you to a refund of the retainer.
4.4 Cancellation and date-change requests must be made in writing to seth@rawframes.co.nz and are effective only once we acknowledge them in writing.
4.5 Where a refund is due, it is made to the original payment method used at booking and typically appears within 5–10 business days of being processed, depending on your card issuer.
4.6 Nothing in this clause limits your statutory rights to a refund or remedy under the Consumer Guarantees Act 1993 (NZ) or the Fair Trading Act 1986 (NZ).
5. Communications
5.1 By booking with rawframes, you consent to receiving transactional emails (booking confirmations, dispatch notifications, delivery emails, payment receipts, footage delivery emails, support replies). These are necessary to provide the Service and you cannot opt out of them while you have an active booking.
5.2 rawframes does not currently send marketing or promotional emails. If we begin to in the future, we will only send them to customers who have opted in, and you will be able to unsubscribe at any time. This complies with the Unsolicited Electronic Messages Act 2007 (NZ).
6. Use of the Site
6.1 You may use the Site to browse our services, place a booking, manage your booking, and contact us. You must not:
(a) use the Site for any unlawful purpose;
(b) attempt to gain unauthorised access to the Site, our systems, or other users' bookings;
(c) interfere with or disrupt the Site or any servers or networks it uses;
(d) use any automated means (bots, scrapers, etc.) to access the Site, except for well-behaved search engine crawlers;
(e) introduce any virus, worm, malware, or other harmful code; or
(f) use the Site or any of its content to compete with rawframes or to build a similar service.
6.2 We may suspend or terminate your access to the Site, or cancel a booking, if we reasonably believe you have breached this clause 6 or these Terms more broadly. If we cancel a booking under this clause, no refund is payable.
7. Intellectual Property
7.1 All content on the Site - including text, photos, videos, logos, graphics, layout, code, and the rawframes brand and name - is owned by rawframes or licensed to us. You may not copy, reproduce, modify, distribute, or use any of it commercially without our prior written permission.
7.2 You are welcome to share rawframes Site content (e.g. example films, social posts) on personal social media in the ordinary way, with attribution to rawframes.
7.3 Intellectual property in the edited film and the raw footage is dealt with in the Rental Agreement, under which rawframes owns the copyright and grants you a personal-use licence.
8. Third-Party Services and Links
8.1 The Site may link to or rely on third-party services, including Stripe (payments), courier services (dispatch and return), analytics providers, and music licensing platforms (e.g. Musicbed, Artlist) used in the edited films. We are not responsible for the content, availability, or practices of third-party services beyond what is set out in our Privacy Policy.
9. Disclaimers
9.1 To the maximum extent permitted by law, the Site is provided "as is" and "as available". rawframes does not warrant that the Site will be uninterrupted, error-free, secure, or free from viruses or other harmful components.
9.2 We do our best to keep package information, pricing, and availability accurate, but the Site may occasionally contain errors. If there is a clear pricing or availability error in a booking, we may correct it and offer you the option to confirm at the corrected price or cancel for a full refund.
9.3 Nothing in this clause excludes any consumer guarantees that apply under the Consumer Guarantees Act 1993 (NZ) to a person acquiring the Service for personal, domestic, or household use. Those guarantees cannot be contracted out of.
10. Limitation of Liability
10.1 Nothing in these Terms limits or excludes:
(a) liability that cannot be lawfully limited or excluded, including under the Consumer Guarantees Act 1993 (NZ) and the Fair Trading Act 1986 (NZ); or
(b) liability for death, personal injury caused by negligence, or fraud.
10.2 Subject to clause 10.1, and to the maximum extent permitted by law:
(a) rawframes' total aggregate liability to you under or in connection with these Terms or any booking is limited to the total amount paid by you for the relevant booking;
(b) rawframes is not liable for any indirect, consequential, special, exemplary, or punitive loss, including loss of profits, loss of opportunity, loss of data, or loss of expected enjoyment.
11. Indemnity
You agree to indemnify rawframes against any loss, damage, claim, or cost (including reasonable legal costs) suffered by rawframes arising from your breach of these Terms or the Rental Agreement, or from any unlawful act or omission by you in connection with your booking.
12. Changes to These Terms
12.1 rawframes may amend these Terms from time to time. The current version will always be posted on the Site, and we will take reasonable steps to notify you of material changes.
12.2 For new bookings, the version of these Terms in force at the time of booking applies. For your existing booking, the version of these Terms that applied at the time you booked continues to govern, unless we make changes that are necessary for legal compliance and we give you reasonable notice.
13. Privacy
How we handle your personal information is set out in our Privacy Policy, which forms part of these Terms.
14. Disputes
14.1 If you have a complaint, please email seth@rawframes.co.nz first. We will do our best to resolve it promptly and in good faith.
14.2 If we can't resolve it together, you may have the option to take the matter to the Disputes Tribunal (for claims up to $30,000) or to the appropriate New Zealand court.
15. General
15.1 Governing law. These Terms are governed by the laws of New Zealand.
15.2 Jurisdiction. The parties submit to the non-exclusive jurisdiction of the New Zealand courts.
15.3 Entire agreement. These Terms, the Rental Agreement, and the Privacy Policy form the entire agreement between you and rawframes in relation to the Site and the Service.
15.4 Severability. If any provision of these Terms is found to be invalid or unenforceable, that provision will be severed and the remaining provisions will continue in full force.
15.5 No waiver. A failure or delay by rawframes to enforce any right is not a waiver of that right.
15.6 Assignment. You may not transfer your rights under these Terms without our written consent. rawframes may transfer its rights and obligations to a successor entity (for example, if the business is incorporated as a company in the future) on written notice to you.
Contact
rawframes
seth@rawframes.co.nz