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SilverFrame
020 8138 9493
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Our Terms in Plain English

Who we are
  • SilverFrame UK is a trading name of Dipak Pindoria, a sole trader.
  • Address: given in your order confirmation, before you post anything to us
  • Email: hello@silverframeuk.co.uk · Phone: 020 8138 9493 · WhatsApp: 07356 237011
Prices and your final bill
  • How we work out your price: each item is charged at the price shown on our Prices page. Bulk savings come off automatically. Video tapes, all kinds counted together: 5 or more 5% off, 10 or more 10% off, 20 or more 15% off. Photos, slides and negative images, counted together: 100 or more 5% off, 500 or more 10% off, 1,000 or more 15% off. The saving is based on the number we actually scan, so it can go up or down on your final bill. Other film sizes and other services are charged at their own prices and are not part of this combined saving. Each tape includes up to 4 hours of recording. Longer recordings are £2.50 for each extra 30 minutes. We charge for what’s actually recorded, timed during the transfer, and any extra is added to your ‘Your memories are ready’ email with a secure link to pay. Blank tapes are not charged.
  • Tapes we can’t transfer: if a tape is blank, or we can’t provide a recording you can watch, there’s no charge for that tape. This covers the transfer, any 1080p upgrade, and any cleaning or repair work we carried out. Quantity discounts are calculated from the tapes we successfully transfer, so your final bill may differ from the estimate when you ordered. Postage is shown separately.
  • Tell us roughly how many items you have — you don’t need to count.
  • Your final bill is based on what we actually scan, at the prices on our website.
  • Minimum charge: £25 for scanning-only orders, applied after discounts, before postage and extras. Tape conversion has no minimum, and an order mixing tapes with scanning items has no minimum either — you pay the actual total.
Payment
  • You pay when you order. Every order is paid in full at checkout. Payment is by card, Apple Pay, Google Pay or Klarna, handled by Stripe, so we never see your card details.
  • Your price is based on the items you enter at checkout. We email you the day your parcel arrives to say it is safe (“Your parcel has arrived safely”), scan everything in it, and send the final bill with your “Your memories are ready” email. If it comes to less than you paid, we refund the difference when your order is ready. If it comes to more, that email has a secure link to pay the rest, and your download opens once it is paid. If extra work would add more than £10 or 10% of your original service estimate (whichever is greater), we send a quote and wait for your approval first.
  • You pay for every frame we scan. Blank slides and negatives aren’t charged; duplicate slides or negatives are charged like any other frame, and a duplicate print of a picture you’ve also sent as a negative or slide is free, and isn’t counted towards your bulk saving. We decide this, and they’re listed on your invoice.
  • Any extra for tapes over 4 hours is worked out during the transfer and added to your ‘Your memories are ready’ email.
  • “Rather not count?” (£25): if you choose this at checkout instead of listing your items, you pay £25 that day for us to sort and count your collection and prepare a scanning quote. We ask you to approve the quote before scanning. If you go ahead, the £25 is deducted from your scanning bill. If you decline after we have completed the sorting and counting, the £25 covers that work and we return your collection. We start this service as soon as your collection arrives, so at checkout we ask you to confirm that you want it to start within your 14-day cancellation period. If you cancel before we have finished sorting and counting, you pay a proportionate amount for the work already done and we refund the rest of the £25. Once the service is fully completed you can no longer cancel it. The prepaid label to our studio is charged separately, under our postage rules.
  • When your order is ready we email your download link (“Your memories are ready”) and post your originals back to the address on your order. Please check that address when you order.
  • If a top-up isn’t paid: we send a reminder after 7 days. After 30 days we post your originals back, keep a £25 return-handling charge to cover postage and handling, and refund the rest of what you paid. We will never throw your originals away.
Your right to cancel
  • If you order online, by phone or by post, the law gives you 14 days to change your mind, starting from the day we accept your order.
  • When you order, you ask us to start as soon as your parcel arrives and is paid for, even if that’s within the 14 days. If extra work would add more than £10 or 10% of your original service estimate (whichever is greater), we send you a quote and wait for your approval before starting it. We always ask first before cutting film, removing firmly attached photos or doing anything else that could physically alter an original.
  • Before we start work on your order: you can cancel at any time for a full refund of everything you’ve paid. The one exception is the £25 “Rather not count?” counting service: if you’ve asked us to start it and we’ve begun sorting and counting, you pay a proportionate amount for that work and we refund the rest, and return postage is included on that route. For other orders, if your parcel has already arrived, we explain the return postage cost (£3.99 for a Small box or £6.99 for a Large box) and agree it with you before anything is sent back, or you can collect your items in person at no charge.
  • After we’ve started: you can still cancel, but you pay for the work done up to that point. We refund the rest.
  • Once your scans are finished: the right to cancel ends, because the work is complete.
  • To cancel, just tell us by email, WhatsApp or phone. You don’t have to give a reason. Refunds go back to the card you paid with, within 14 days.
  • This doesn’t affect your other legal rights. This includes your right to have the service carried out with reasonable care and skill. If something we did isn’t right, please contact us with your order number and we’ll look into it.
Your photos and permission
  • When you order, you confirm that the items are yours, or that you have permission from the owner to have them copied.
  • You keep all rights in your photos, films and recordings. We never claim any ownership.
  • We can’t copy shop-bought films, music, professional studio photos you don’t have rights to, or other copyright material. If we find any, we’ll set it aside and return it uncopied.
  • We won’t copy anything that is illegal to make or own. If we find anything like that, we may have to report it.
Postage and drop-off
  • Sending it to us: choose postage to our studio when you order. The prepaid label is £3.99 for a Small box (under 2kg) or £6.99 for a Large box (up to 20kg), and free once your service subtotal — after discounts, excluding postage and optional extras — reaches £100. On the £25 “Rather not count?” order, the label is charged separately (£3.99 Small, £6.99 Large), even if your eventual total is £100 or more. It arrives by email as soon as you pay. Or tick “I will arrange my own postage / courier” and send it yourself by any tracked service that delivers to our door; there is no label charge, and you choose and pay for that service.
  • Return to you: by Royal Mail, tracked, free on orders of £50 or more; under £50 it is £3.99 (Small) or £6.99 (Large).
  • Postage is decided when you order: it depends on the services in your order, after discounts and not counting postage or optional extras. Under £50 you pay for the label to our studio and for tracked return: £3.99 each way for a Small box, or £6.99 each way for a Large box. From £50 your tracked return is free. From £100 postage is free both ways. We keep the postage you were charged at checkout even if we later refund blank items. If your parcel turns out to be a different size from the one you chose, we ask you to pay the difference in postage. If you arrange your own postage, there is no label charge.
  • Drop-off has no charge. Choose it when you order, then book a day and time online. We email you a confirmation. You get a receipt when you hand your items over.
  • Postage cover: Royal Mail compensation only covers the replacement value of the physical items, not their sentimental value.
  • If a parcel is lost: on the way to us, we refund anything you’ve paid us for that order, make the Royal Mail claim for you if you sent it with a Royal Mail label we emailed you, and pass on everything they pay. On the way back to you, we make the claim for you and pass on everything they pay. Your scans are separate from your parcel, so a lost parcel does not affect photos and videos you have already downloaded. Please download your photos and videos within your 30 days.
Looking after your items
  • Your items are handled with care, kept indoors, away from damp and direct sunlight, and only handled by us.
  • Old photos and film can be fragile. Brittle film and photos stuck in albums can be damaged by any handling. If we think scanning could harm something, we’ll check with you first.
  • Mould: we check every tape when it arrives. Mouldy tapes are cleaned before transferring and snapped tapes are repaired, completely for free. If a tape can’t be saved, there’s no charge for it. If photos, slides or negatives are actively mouldy, we may return them unscanned rather than risk other customers' photos and our equipment. We’ll always tell you first.
  • We aren’t responsible for damage that was already there, or for faults that appear because of an item’s age or condition, as long as we’ve taken reasonable care.
  • If something is lost or damaged because of our mistake while it’s with us, we’ll refund what you paid for that item, and pay up to the cost of replacing the physical item (for example a new album). We can’t put a value on sentimental worth.
  • Nothing in these terms limits our responsibility where the law doesn’t allow it, for example for our own negligence causing injury.
  • If we can’t return your items (for example, you don’t reply and they can’t be delivered), we’ll keep them safe and try to reach you for at least 6 months.
How long it takes
  • Current processing time: 5–7 working days from when your items arrive at our studio. You’ll see your ready-by date in the basket before you pay, and when we’re busy we update the times on this site straight away. Please allow additional time for return delivery. If an estimate changes, we’ll email you.
  • Rush: contact us for availability and a quote. We only accept rush work once we have confirmed capacity, price and completion time with you.
  • Same day: we can’t promise this. Contact us before sending.
  • Bereavements: urgent help at standard prices, no rush charge. We may waive the minimum charge.
Included with every order
  • One finished set of photos: every photo given automatic colour correction, cleaned, straightened and cropped. This covers prints, slides and negatives.
  • A finished JPEG of every scan. TIFF files (a full-quality TIFF of every picture) are an optional extra, 10p a picture on top of the scanning price, as a separate download: standard, or high detail for slides and negatives at the same price. Every photo is wiped clean before scanning. Every slide and negative is cleaned by hand as best we can, then scanned on a film scanner whose infrared channel spots dust marks and scratches and removes them as much as possible. Not every mark can be removed. Kodachrome slides get infrared dust removal too, on a gentle setting. Some dust or marks may remain. Negatives are turned from negative to positive.
  • Named and dated for you: included with every service, when your photos, slides, negatives or tapes arrive grouped (for example in separate labelled bags, boxes or wallets). Each group’s label is used for its folder, its file names and each photo’s title. If the label gives a year, we set each photo’s date to the start of that year (or of the month, if you give one). We name and date photos by group, not one by one, and we can’t research or guess dates for you.
  • Blank frames aren’t charged.
  • Tracked return is free on orders of £50 or more (£3.99 Small or £6.99 Large under £50), and postage to our studio is free on orders of £100 or more (£3.99 Small or £6.99 Large under £100).
  • A private download page, open for 30 days.
Flatbed scanning
  • Thick, mounted, curled or fragile photos that can’t go through our photo scanner are scanned on our flatbed scanner at the flatbed price.
  • If a lot of your order needs this, we’ll ask you first.
Colour correction and dust removal
  • Every scan is colour-corrected automatically.
  • Dust and specks: we wipe every photo clean before scanning, at no extra cost. Scratches and marks on the photo itself can’t be removed.
  • Negatives and slides: every slide and negative is cleaned by hand as best we can, then scanned on a film scanner whose infrared channel spots dust marks and scratches and removes them as much as possible. Not every mark can be removed. Kodachrome slides get infrared dust removal too, on a gentle setting. Some dust or marks may remain.
  • AI: we don’t use AI on your photos or tapes, and nothing you send us is ever sent to an AI company.
  • Scanning in bulk: our prices are for careful scanning in bulk. Every scan is checked before it comes to you, but we don’t edit each photo one by one, so colour and brightness won’t be perfect on every single photo, especially very faded or damaged ones.
  • No repairs: we don’t repair tears, scratches, missing pieces or other damage, but we scan every photo at the best quality we can.
Your digital files
  • Your download page stays open for 30 days, and downloading is included. Please save your files in that time, and ask for any corrections. We’ll email you 7 days before it closes.
  • When it closes, we delete your files. Ask us at any time and we’ll delete them sooner.
  • If you pay to keep your download page open for longer, your download page stays open until that period ends, and we remind you before it does. We keep your files for that time too. If we ever stop offering extended storage, we’ll give you at least 3 months' notice and send your photos on a USB stick at no charge. Please keep your own backup.
Your privacy
  • Who looks after your data: Dipak Pindoria, trading as SilverFrame UK. Contact us at hello@silverframeuk.co.uk about anything to do with your data.
  • What we collect: your name, contact details, return address, what you send us, your order and payment record, your messages to us, and the photos and recordings themselves. On your private order page we also note when it’s opened and when files are downloaded, with the town and type of device (for example “iPhone, Leeds”), so we can check your photos reached you. We don’t keep your IP address.
  • Why: to carry out your order, take payment, keep you updated and meet our legal duties (such as keeping tax records).
  • We never share your photos or use them for anything else. We would only ever show one in our adverts if you had said yes in writing.
  • Who helps us: a few trusted services handle your details only on our behalf: Stripe (card payments), Cloudflare (this website and your private download page), Google (email and our order book), WhatsApp (only if you message us there) and Royal Mail or our courier (to post your items back).
  • How long we keep things: we keep your files while your download page is open (30 days, or longer if you choose extended storage). Then we delete them. Ask us at any time and we’ll delete them sooner. The download record goes at the same time, and we keep only plain totals with no personal details. Invoices and payment records are kept for 6 years, because the tax rules require it. Messages and enquiries that didn’t become an order are deleted after 12 months.
  • Your rights: you can ask to see the information we hold about you, have it corrected or deleted, or object to how we use it. Just ask. We’ll reply within one month.
  • Keeping in touch: we only email you about your order. If you ask us to, we may also send the occasional seasonal reminder or offer for our own services, and every one has an unsubscribe link.
  • We only reply on WhatsApp if you’ve messaged us there first. Order updates, payment links and download links always come by email. We never send marketing messages without your permission.
  • This website doesn’t use advertising or tracking cookies.
  • Complaints: please tell us first and we’ll put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
SilverFrame special offer: EXTRA 10% OFF orders over £50
  • An extra 10% off eligible service orders over £50 with SILVER10, after quantity discounts. Your eligible services must total over £50 after quantity discounts (exactly £50 does not qualify). Eligible services are tape conversion and standard photo, slide and negative scanning.
  • Postage, USB sticks, TIFF files, DVD copies, film formats and other optional extras are excluded from the qualifying spend and from the discount.
  • The offer is taken off after your quantity discount. The 10% is worked out on the price after your quantity discount; the two percentages are not added together.
  • Use code SILVER10, or press “Apply my 10% saving” on the offer pop-up. Your quantity discount and the offer saving are shown as separate lines in your order summary and on your final invoice. If you already applied LAUNCH10, it still works the same way.
  • Your postage band uses your eligible services after quantity discounts but before the extra offer, so the offer never moves you into a higher postage band. If you choose “Rather not count?”, you pay £25 today and the offer is worked out on your final bill; the prepaid label to our studio is charged separately at £3.99 (Small) or £6.99 (Large), and return postage is worked out on your final bill.
  • For example, five tapes are £74.95; the 5% quantity discount takes off £3.75, and the extra 10% offer saving takes off £7.12, so the total is £64.08. An eligible order of £55 after quantity discounts becomes £49.50 after the extra 10%, and your postage stays in the same band as £55.
  • No first-order restriction. We may change or end the offer; it applies to orders placed while it is running.
Other discount codes
  • From time to time we may give out discount codes, for example through our social media, leaflets or local groups. Enter a code under “Have a discount code?” at checkout. Codes are never applied automatically.
  • Each code has its own terms, which may include the percentage, the services it covers, a minimum spend, an expiry date, and whether it is added to your quantity savings or replaces them when that is better for you. We show what a code does when you enter it.
  • One discount code can be used per order. Postage, USB sticks and other optional extras are excluded unless a code says otherwise. The code and your saving are shown in your order summary and on your final invoice.