Terms of Service

Hillvale Photo
43–45 Edward Street
Brunswick VIC 3056
Australia

Contact: print@hillvale.com.au

Hillvale Print lets customers upload image files, choose print options, pay online, and collect or receive finished photo prints.

We do our best to produce orders accurately and with care, but printed results can vary depending on the quality, colour, resolution and format of the uploaded file.

You are responsible for the files you upload. By uploading files, you confirm that:

• you own the files, or have permission to print them
• printing the files will not infringe another person's rights
• the files are not unlawful, abusive, exploitative or otherwise inappropriate
• you understand the printed result depends on the quality and resolution of the file supplied

We may refuse or cancel an order if we believe the uploaded files are unlawful, unsafe, abusive, exploitative, infringing, or otherwise not suitable for production.

For best results, upload original image files from your camera, phone or editing software. Screenshots, social media downloads, heavily compressed files or very small files may print soft, pixelated or lower quality.

Hillvale may check files for production issues, but we are not responsible for poor print results caused by low-resolution, compressed, incorrectly edited, incorrectly cropped, dark, blurry or otherwise unsuitable source files.

Screen colours can differ from printed colours. Brightness, contrast, cropping and colour may appear differently on paper compared with a phone or computer screen.

Different print sizes and border options may crop or frame images differently. You are responsible for checking your selected print size, finish, border and quantity before placing the order.

If the app provides a preview, it is a guide only. The final print may vary slightly depending on file dimensions, paper size, printer setup and production requirements.

Prices are shown before checkout.

Payment is processed through Square. Hillvale does not store full card numbers or card security codes.

An order is not confirmed until payment has been successfully completed. If payment fails, is declined, is reversed, or appears fraudulent, we may pause or cancel the order.

After payment, you should receive an order confirmation by email.

Please check your order details carefully. Contact us as soon as possible if something looks wrong. We cannot guarantee changes after an order has entered production.

We aim to complete orders as quickly as practical, but production times may vary depending on order volume, equipment, staff availability, file issues and other operational factors.

Any estimated turnaround time is an estimate only unless we specifically confirm otherwise in writing.

If you choose pickup, we will notify you when your order is ready to collect.

Pickup is from: Hillvale Photo, 43–45 Edward Street, Brunswick VIC 3056.

Please collect your order within a reasonable time after being notified. If an order is not collected for an extended period, we may contact you using the details provided. We may not keep uploaded image files indefinitely, even if a physical order remains uncollected.

If you choose shipping, we will send the details needed to fulfil your order to our fulfilment and delivery providers.

Delivery times are estimates only. Once an order has been handed to a delivery provider, delivery timing is controlled by that provider.

Hillvale is not responsible for delays caused by postal or courier services, incorrect delivery details supplied by the customer, missed deliveries, or events outside our reasonable control.

You are responsible for providing accurate shipping information.

If you enter the wrong address or contact details, contact us immediately. We cannot guarantee address changes after an order has been prepared, labelled or dispatched. Additional postage or reprint costs may apply if an order is returned, lost or delayed because incorrect details were supplied.

Contact us as soon as possible if you need to cancel or change an order.

Because print orders are custom-made, we may not be able to cancel or change an order once production has started. If we can cancel before production begins, we may issue a refund. Payment processing fees may not always be refundable.

If there is a production fault with your order, contact us with your order number and details of the issue. Depending on the situation, we may offer a reprint, replacement, refund or another suitable solution.

We generally do not offer refunds or free reprints for issues caused by:

• low-resolution or poor-quality uploaded files
• incorrect quantities, sizes, finishes or borders selected by the customer
• spelling or order detail errors entered by the customer
• colour differences between screens and printed output
• incorrect shipping details supplied by the customer
• change of mind after production has started

This does not limit any rights you may have under Australian Consumer Law.

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in these Terms limits, excludes or changes any rights you have under Australian Consumer Law.

Uploaded image files are kept temporarily for production, quality control, troubleshooting and support.

Temporary upload files for abandoned or incomplete orders are generally deleted within 24 hours.

Uploaded image files for completed orders are generally deleted within 30 days after pickup or shipping.

We may also delete uploaded image files after 30 days, even if an order has not been collected or completed, unless we need to keep them temporarily to resolve a production, support, payment, legal or safety issue.

More detail is available in our Privacy Policy.

We handle personal information in accordance with our Privacy Policy. By placing an order, you agree that we may collect and use the information needed to produce, manage, fulfil and support your order.

We aim to keep the print ordering system available and working properly, but we do not guarantee uninterrupted access. The website may be unavailable from time to time because of maintenance, technical issues, internet problems, provider outages or other events outside our control.

We may refuse, cancel or refund an order where we reasonably believe:

• the order breaches these Terms
• the uploaded files are unlawful, unsafe, abusive, exploitative or infringing
• the order appears fraudulent
• payment has not been completed
• we are unable to produce the order safely or properly
• fulfilling the order would create legal, operational or safety concerns

To the extent permitted by law, Hillvale is not liable for indirect, incidental or consequential loss, loss of profit, loss of opportunity, or loss caused by events outside our reasonable control.

Our liability for a print order is limited to the amount paid for that order, except where the law does not allow that limitation.

We may update these Terms from time to time. The latest version will be published on this page with the updated date.

The Terms that apply to your order are the Terms published when you place the order.