Our Happiness Guarantee
We want you to be completely happy with every transfer. This page explains exactly what to expect, what you will receive, and what happens if something is not right.
No surprises, no small print
If you are not happy with a transfer, we will redo it at no extra charge. If we cannot improve it, you do not pay for that item. You are never charged for blank tapes, empty reels, or media that has degraded beyond recovery.
That is the core of our guarantee. The rest of this page goes into the detail: what quality to expect from each format, how long the process takes, how we handle your media, and what the deliverables look like.
Output Quality
We use broadcast-grade equipment and manual quality checks on every item. But the output quality also depends on the source format and the condition of the media itself.
Video Tapes
VHS, VHS-C, Hi8, Video8, and Betamax are all standard-definition analogue formats. The digital files we produce will be clean, stable, and colour-corrected, but they will not be HD. Think of it as the best possible version of what is on the tape.
MiniDV, Digital8, and DAT are digital formats. We transfer these digitally (via FireWire or S/PDIF) so the output is a bit-for-bit copy of the original recording with no quality loss.
Professional formats like Betacam and U-matic were recorded on broadcast equipment, so the source quality is often very high. We capture via component video to preserve every bit of that quality.
Cine Film
Cine film is scanned frame by frame, producing smooth, flicker-free video files. The output is typically 1080p. Colour correction restores faded dyes as closely as possible, but heavily deteriorated film may still show some residual colour shift.
Black and white footage tends to hold up very well even after decades, and often looks remarkably sharp once scanned. Sound stripes (magnetic audio tracks along the film edge) are captured automatically where present.
Audio Tapes
You will receive both lossless WAV files (for archival quality) and MP3 files (for everyday listening on phones and computers). We apply careful noise reduction to tame tape hiss without losing the character of the recording.
Cassettes transferred on our Nakamichi decks will sound noticeably clearer than on a home tape player. Reel-to-reel recordings captured at 24-bit/96kHz preserve detail well beyond CD quality. DAT tapes are transferred digitally with no analogue conversion.
Photos, Slides and Negatives
Prints are scanned at 600 DPI, which is sharp enough to reprint at double the original size. Slides and negatives are scanned at 2400-3200 DPI, capturing far more detail than the original prints ever showed.
Every image goes through infrared dust removal (Digital ICE) and individual colour correction. Scanning from negatives or slides rather than prints almost always produces a better result, because you are going back to the original source.
What You Receive
Your original media returned safely, plus digital files ready to watch, listen to, or share.
Digital files
Video as MP4 files. Audio as WAV and MP3. Photos as high-resolution JPEGs. All playable on any modern device without special software.
Secure cloud access
Stream, download, and share your files from our secure platform. Share individual files or entire collections with family via a private link.
Originals returned
Your original tapes, reels, and photographs are packed carefully and returned via tracked, insured delivery. We never dispose of your media unless you ask us to.
Optional USB drive
If you prefer a physical copy of your files, add a USB drive to your order. It arrives in the same parcel as your originals, ready to plug into a TV or computer.
Turnaround Times
Realistic timescales so you know exactly when to expect your files.
These are working days from when we receive your media, not from when you post it. We will email you when your parcel arrives at our lab, and again when your files are ready. If anything is going to take longer than expected, we will let you know before it becomes a surprise.
How We Handle Your Media
From arrival to dispatch, your media is treated with the care it deserves.
Climate-controlled storage
Your media is stored in our temperature and humidity-controlled lab throughout the entire process. We never leave tapes or film in vehicles, warehouses, or unheated spaces.
Individual inspection
Every tape, reel, and photograph is inspected by hand before any transfer begins. We check for visible damage, mould, loose ribbon, and mechanical issues inside the cassette shell.
Cleaning before playback
Tapes are cleaned and the deck heads are cleaned between each tape. Cine film passes through a gentle cleaning mechanism before scanning. Photos and slides are dust-removed with compressed air and anti-static brushes.
Repairs included at no extra cost
Snapped tape ribbon, cracked shells, worn pressure pads, and fragile film splices are all repaired before transfer as part of the standard service. We do not charge extra for routine repairs.
No outsourcing
Your media never leaves our facility. We do not subcontract to third parties. The same small team handles your order from arrival to dispatch, so there is always someone who knows the status of your items.
Insured throughout
From the moment your parcel arrives at our lab to the moment it arrives back at your door, your media is insured. Outbound and return shipping are both tracked and insured at no cost to you.
If Something Is Damaged or Blank
Old media is unpredictable. Some tapes that look fine on the outside turn out to be blank. Others that look terrible still play. We deal with this honestly.
Blank tapes or empty reels
You will not be charged. We will note it in your order summary so you know exactly which items had no content.
Degraded beyond recovery
If a tape or film has deteriorated to the point where no usable picture or sound can be extracted, you will not be charged. We will explain what we found and why the transfer was not possible.
Repairable damage
Snapped ribbons, cracked shells, broken splices, worn pressure pads. We fix these as part of the standard service, at no extra charge. If the repair is more complex (e.g. severe mould treatment or sticky-shed baking), we will contact you first to explain what is needed.
Partial content
Some tapes have a few minutes of footage followed by hours of static. You are only charged for tapes that contain usable content. If a tape has just a few seconds, we will let you know and you can decide whether you still want the file.
The Satisfaction Guarantee
If you receive your files and you are not happy with the quality of a transfer, contact us within 14 days. We will review the issue and, where possible, re-transfer the item at no additional cost. If a re-transfer does not improve the result (because the limitation is in the source material rather than our process), we will explain why and you will not be charged for that item.
This guarantee covers the technical quality of our transfer work. It does not cover limitations inherent to the source format. For example, a VHS recording will always be standard-definition, and a faded cine film may still show some colour shift after correction. We are honest about what each format can deliver, and we would rather set realistic expectations up front than promise something we cannot achieve.
We do not consider a job done until you have watched, listened to, or looked at the result and confirmed you are satisfied. That is what we mean by a happiness guarantee.
We Keep You in the Loop
You will receive an email at each stage of the process.
When your parcel arrives at our lab
If we find any issues that need discussing (e.g. damage, blank tapes)
When your files are ready to view on our cloud platform
When your originals have been dispatched back to you, with a tracking number
If you have a question at any point, you can reply to any of these emails or use the contact form below. We aim to respond within one working day.
Ready to get started?
Order your free media box and we will take care of the rest. You only pay for items that produce a usable result, and we will redo any transfer you are not happy with.
Get in Touch
Have questions? We're here to help you preserve your family legacy.
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admin@digital-legacy.me
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+44 7757 763 496
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Our Studio
Norwich, Norfolk
Professional digitisation facility
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"We know trusting someone with your memories is a big decision. That's why we promise to treat every tape and photo as if it were our own. Have a question? Ask away!"
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