Terms, refunds & privacy

Terms and conditions#

In short: Prices are in Australian dollars with free shipping, Prodigi prints and ships every order, and the photos stay my copyright.

These terms apply when you buy a print or book a service from Still Frame (stillframe.pics), run by Josh, a photographer based in Canberra, Australia. By placing an order, you agree to them. Questions? Email joshnonats@gmail.com.

Prices and payment#

Prices are in Australian dollars and include any applicable tax and free shipping. Payment is handled securely by Stripe. I never see or store your card details. Promotion codes apply only to the orders and dates they were issued for, and can't be exchanged for cash.

Your order#

Your order is confirmed once payment goes through and you receive a confirmation email. If a print can't be made, for example because of an error in the listed price or size, I'll let you know and refund you in full.

Printing and delivery#

Prints are made to order on Hahnemühle Photo Rag 308gsm and shipped by Prodigi, my professional print partner. Prodigi prints each order at its lab in Australia, the US, the UK or Europe, whichever is closest to you, then packs and ships it directly to you. Allow about a week for printing, plus shipping time. Delivery times are estimates, not guarantees. Orders shipped outside the lab's country may attract import duties or taxes, which are the buyer's responsibility.

Colour and appearance#

Every screen shows colour a little differently, so the print may not exactly match what you see on your device. Prints are unframed unless stated otherwise.

Copyright#

All photographs remain the copyright of Still Frame. Buying a print lets you display it for personal enjoyment. It doesn't give you the right to copy, scan, sell or publish the image. For licensing, please get in touch.

Your information#

To fulfil your order, your name, email, phone number and shipping address are shared with Stripe (payment) and Prodigi (printing and shipping). If you sign up to the newsletter, I may occasionally email you about new journal entries and prints. You can unsubscribe at any time. I don't sell your information. See the privacy policy below for details.

Problems caused by the buyer#

A free replacement or refund doesn't apply when the problem was caused by you rather than by me, the lab or the courier. For example:

• You gave an incorrect or incomplete shipping address, or the parcel was returned because it wasn't collected
• The print was damaged after delivery, such as through handling, framing or mounting, or exposure to direct sunlight, moisture or heat
• You chose the wrong photo or size (see change of mind in the returns policy below)

In these cases I'm still happy to help, for example by sending a new print at the usual price. Nothing in these terms excludes your rights under the Australian Consumer Law.

Governing law#

These terms are governed by the laws of New South Wales, Australia. I may update them from time to time. The version shown when you place your order is the one that applies.

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Returns and refunds policy#

In short: Damaged or faulty prints are replaced or refunded. Because every print is made to order, there are no change-of-mind returns.

Your rights under Australian Consumer Law#

My products come with guarantees that cannot be excluded under the Australian Consumer Law. If your print is faulty, damaged in transit, or not as described, you are entitled to a replacement or refund. Nothing in this policy limits these rights.

Damaged or faulty prints#

If your print arrives damaged, misprinted, or different from what you ordered:

1. Email me at joshnonats@gmail.com as soon as you can, ideally within 7 days of delivery, so I can sort it out with the lab quickly.
2. Include your order number and clear photos of the print and packaging.
3. I will send a free replacement or give you a full refund.

You do not need to pay for return shipping on faulty or damaged items.

Change of mind#

Each print is made to order for you. Because of this, I do not offer refunds or exchanges for change of mind, such as choosing the wrong size or no longer wanting the print. This does not affect your rights under the Australian Consumer Law.

Order changes and cancellations#

You can change or cancel your order within 24 hours of purchase, before printing begins. Once printing starts, I cannot cancel the order.

Lost parcels#

If your order has not arrived within 20 business days, contact me and I will help track it.

Refund timing#

Approved refunds are paid to your original payment method within 10 business days.

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Photoshoot and website services#

In short: A 50% deposit books a shoot or website project, and shoots can be rescheduled for free with at least 7 days’ notice.

These terms apply when you book a photoshoot or a website project. The price and details of each job are confirmed in writing, by email or in a quote, before work starts.

Photoshoots: booking and payment#

A 50% deposit secures your date. It covers the time I hold for you, which I can't book for anyone else, and the planning before the shoot. The remaining 50% is due before or on the day of the shoot.

Photoshoots: travel costs#

Any travel or accommodation costs for your location are listed in your quote before you book. Theyaren't added afterwards.

Photoshoots: rescheduling and cancellations#

• With at least 14 days' notice, you can cancel for a full refund of your deposit, or reschedule for free.
• With 7 to 13 days' notice, you can reschedule once for free, and your deposit carries over to the new date.
• With less than 7 days' notice, or if you don't attend, the deposit is kept, because it's too late for me to fill the time.
• If bad weather or safety makes the shoot unworkable, we'll reschedule for free. Outdoor landscape and location work depends on conditions, so I'll contact you if the forecast looks bad.

Photoshoots: if I can’t make it#

If I'm sick, my equipment fails, or something else outside my control stops the shoot from going ahead, I'll tell you as soon as I can. You can choose a new date or a full refund of everything you've paid.

Photoshoots: delivering your photos#

Your edited photos are delivered in an online gallery within 14 days of the shoot. I choose and edit the final images in my own style. Unedited (RAW) files aren't supplied.

Your gallery stays online for 3 months. Please download and back up your photos within that time, because I can't guarantee to keep copies after it closes.

Photoshoots: other people in your shoot#

If other people appear in your shoot, such as family, friends or guests, please let them know and make sure they're happy to be photographed. I'll only use photos of them in my portfolio or on social media if they agree too.

Photoshoots: copyright and use#

I keep the copyright in all photos. You may use your photos for personal use, such as printing them and sharing them on social media with credit to Still Frame. Business or commercial use needs to be agreed in your quote. I'll only use photos of you in my portfolio or on social media if you agree in writing.

Website projects: payment#

A 50% deposit is due before work starts, and the remaining 50% is due when the site is finished, before it goes live or is handed over. If you cancel after work has started, the deposit covers the work already done and isn't refunded.

Website projects: changes#

Two rounds of changes are included. Further changes, or work beyond the agreed scope, are charged at the hourly rate in your quote. I'll always tell you before doing extra paid work.

Website projects: your content and third-party costs#

You provide the text, images and logos for your site, and you confirm that you have the right to use them. Domain names, hosting and any paid services are paid for by you, in your name, unless your quote says otherwise.

Website projects: ownership#

Once you've paid in full, you own your website and its content. I may reuse general code and tools that aren't specific to your site. I may show your site in my portfolio, unless you ask me not to.

Your consumer rights#

Services come with guarantees under the Australian Consumer Law, including that they will be provided with due care and skill. Nothing in these terms limits those rights.

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Privacy policy#

In short: I only collect what I need for orders and bookings, share it only with the services that help me deliver them, and never sell it.

1. About this policy#

This privacy policy explains how Joshua Villasenor (ABN 42 597 804 104), who runs the Still Frame website, collects, uses, stores and shares your personal information when you use stillframe.pics (the “Site”) or buy from me. “I”, “me” and “my” mean Joshua Villasenor.

I handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What personal information I collect#

Depending on how you use the Site, I may collect:

• Your name, email address and phone number
• Your shipping and billing address
• Order details, such as what you bought and when
• Messages you send me by email or through the Site
• Booking details for photoshoots, such as date, location and what you want photographed
• Photos of you taken during a photoshoot
• Project details for website creation, such as your business name and content you send me
• Technical information, such as your IP address, browser type and pages you visit

I do not collect or store your full card details. Payments are handled by my payment providers.

I do not intentionally collect sensitive information, such as health or religious information. Please do not send it to me.

3. How I collect it#

I collect personal information when you:

• Place an order or book a service
• Contact me by email, phone or through the Site
• Sign up to my mailing list
• Browse the Site, through cookies and similar tools

If you prefer, you can contact me without giving your name. I will need your details to process orders, ship prints or book services.

4. Why I use it#

I use your personal information to:

• Process and deliver your orders
• Book, plan and deliver photoshoots and website projects
• Respond to your questions and handle refunds or complaints
• Send order updates and receipts
• Send marketing emails, only if you have agreed to receive them
• Improve the Site and understand how people use it
• Meet my legal, tax and accounting obligations

I will not sell, rent or trade your personal information.

5. Marketing emails#

I only send marketing emails if you have opted in. Every marketing email includes an unsubscribe link. You can also ask me to stop at any time by emailing joshnonats@gmail.com.

6. Who I share it with#

I only share your personal information when needed to run my business, with:

• Payment providers, Stripe and PayPal, to process payments
• My print partner, Prodigi, which prints your order and ships it to you
• Shipping companies, such as Australia Post and the couriers Prodigi uses, to deliver your order
• Website hosting and software providers that help run the Site: Vercel (hosting), Sanity (content and order records) and Resend (email)
• My map provider, OpenFreeMap, which receives your IP address when you view a map on the Site
• Professional advisers, such as an accountant, when needed
• Government bodies or others when required by law

These providers only receive the information they need to do their job.

7. Overseas disclosure#

I am based in Australia, and orders for Australian addresses are printed and shipped within Australia. Some of my service providers store or process information outside Australia, including in the United States, the United Kingdom, the European Union and other countries. I take reasonable steps to choose providers that protect personal information.

8. Photos from photoshoots#

Photos taken during a photoshoot may include you or other people. I store them securely and use them to deliver your photos. I may use them in my portfolio or on social media only if you agree. You can withdraw that permission at any time by emailing me, and I will remove the photos from future use.

9. Cookies and analytics#

The Site may use cookies to keep it working, remember your preferences and understand how visitors use it. I do not use advertising trackers. You can turn off cookies in your browser settings. Some parts of the Site, such as checkout, may not work properly without them.

10. How I store and protect it#

I store personal information using secure, password-protected services. I take reasonable steps to protect it from misuse, loss, and unauthorised access or changes. No website is completely secure, so I cannot guarantee the security of information you send online.

I keep personal information only as long as I need it. Records of sales are kept for at least 5 yearsto meet Australian tax law. After that, I delete or de-identify them.

11. Accessing and correcting your information#

You can ask to see the personal information I hold about you, or ask me to correct it. Email me at joshnonats@gmail.com. I will respond within 30 days. I will not charge you for making a request. If I cannot give you access, I will explain why.

12. Making a complaint#

If you have a concern about how I handled your personal information, please email me first at joshnonats@gmail.com. I will reply within 30 days and try to fix the issue.

If you are not happy with my response, you can contact the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992

13. Changes to this policy#

I may update this policy from time to time. The latest version will always be on this page with the date it was last updated.

14. Contact me#

Use the details under Contact below.

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Contact#

Joshua Villasenor, who runs Still Frame
Email: joshnonats@gmail.com
ABN: 42 597 804 104

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