Terms & Conditions

1. Photo Day and Participation

1.1 Photo day scheduling

Photo day schedules are built jointly with the school, club or event organiser, and we allow 15 minutes per team photograph when planning a sports photo day. Sibling and multi team photographs are planned into the schedule in advance. Participants should arrive at the time shown on the schedule issued by their school or club. We photograph to the schedule, and a participant arriving after their group has been photographed may not be able to be photographed on the day.

1.2 Participant details

Your school or club supplies us with the participant list: first and last name, team, class, age group or year level, and a guardian email address or phone number. It is exported from the organisation's own registration system and sent to us through a secure delivery portal, and it is due two weeks before the photo day. Data supplied late may delay the gallery opening, and where data is materially incomplete we may not be able to match every participant to their images.

1.3 Absent from photo day

Where a participant misses their session, we will do what we reasonably can to include them. Where the school or club has more than one photo day scheduled, the participant may attend another session on the day. Beyond that, a catch up session goes ahead only where the school or club organises one. We do not run catch up days of our own, and catch up sessions cover individual portraits only.

Retakes do not apply to group or team photographs. Where a participant is absent from a team photograph, a composite or digital insert can be discussed with the club, and any charge is agreed with the club in advance.

We do not take pre-orders, so nothing is paid before a photo day. If a participant misses the photo day entirely and no further session is available, there are simply no individual images in the gallery for that participant and no payment has been taken. If you believe images of your child are missing from a gallery, contact the We Care team at wecare@mediaqueensland.com and we will check the match against the participant list.

1.4 Name changes and spelling

Names in galleries, on products and on team photographs come from the data supplied by your school or club, and we reproduce them as supplied. If a name is misspelled or has changed, contact your school or club coordinator so the correction is made at the source, or email us at wecare@mediaqueensland.com and we will correct it in the gallery. We cannot alter a name held in the organisation's record without its authority, and Media Queensland cannot be held accountable for names that remain unchanged where the correction was not raised with us before production. Where a name error is ours, we reprint the affected product at no cost.

1.5 Sibling and family photographs

Sibling photographs are offered where siblings attend the same school or club, and are scheduled into the photo day plan. Siblings must be registered in advance, either through the school or club or through the ordering site, so that we can schedule them. Sibling photographs are ordered as a separate product. No sibling or family discount applies.

1.6 Weather

Where weather affects an outdoor photo day, we look for alternative options before rescheduling, including indoor or covered locations and an adjusted running order, and we make the call in consultation with the school or club. A reschedule caused by weather carries no charge.

1.7 Rescheduling and cancellation by a school, club or organiser

Where an organisation has contracted us for a photo day and then cancels, a fee of $500 applies. It covers scheduling, roster and data preparation, photographer booking and the loss of the date. Rescheduling to a new agreed date is at no charge where we have reasonable notice and the new date can be staffed; a reschedule requested inside 7 days of the photo day may attract a fee of up to $500 where photographers have been booked and cannot be redeployed. Event photography cancelled within 14 days of the event attracts the $500 fee plus any travel and accommodation costs already committed and non refundable. Weather reschedules under clause 1.6 are excluded from these fees.

1.8 Cancellation by us

If we have to cancel or move a photo day, for example because of illness, equipment failure or a matter beyond our control, we offer the earliest workable alternative date at no additional charge. If no alternative date can be agreed, amounts paid in advance for that photo day are refunded in full.

2. Orders and Products

2.1 How to order

Parents and customers order through our online gallery and webshop at orders.mediaqueensland.com, hosted on the Netlife Photosuite platform. We do not use paper order envelopes.

We do not take pre-orders. Ordering opens only once your gallery is live, so you always see the photographs of your own child, and the products available, before you buy anything. No money is collected at or before a photo day. Your gallery is opened with an access code or a personalised link, sent to the contact details supplied by your school or club. All ordering questions come to us directly at wecare@mediaqueensland.com. Please do not ask your school or club to handle them, as they do not hold your order.

2.2 Gallery opening and closing

Your gallery opens 2 to 3 weeks after the photo day and stays open for 12 months from opening. Galleries for events such as Gymnastics Queensland competitions stay open for six months from the day the gallery goes live. Digital files must be downloaded before the gallery closes. Once it closes, digital files are no longer available for download and download links cannot be reissued. We tell you when your gallery opens and send reminders before it closes.

2.3 Packs and add on products

Our range includes portrait packs, team and group photographs, digital packs, trading cards, magazine covers, designer prints, magnets, keyrings and a range of print sizes. The pack range and pricing shown in your gallery are the ones that apply to your photo day, and they vary with the package structure your club or school selected.

Add on products can be purchased on their own, without a pack, at full retail price. The reduced add on pricing shown in your gallery applies only where the add on is bought together with a pack. Both prices are displayed at the time you order, so you can see which one applies before you confirm.

Some products appear in platform reporting but are not produced by us and are not available to order.

2.4 Backgrounds

Parents choose from five backgrounds, applied to both prints and digital images. Your choice is made at the time of ordering and applies to the portrait products in that order. Once an order has gone to production, a background change is treated as a new order. Group and team photographs are supplied on the club or school template and are not available with alternative backgrounds.

2.5 Group and team photographs

Every club receives two free team photographs per team for its coaches or committee. Whether the team photograph is included in parent packs, bulk ordered by the club for every player, or ordered separately, depends on the package structure your club selected, and your gallery shows which applies. Group, team and composite photographs are supplied as printed products only and are not released as digital files (clause 3.2). Club bulk order pricing is tiered on player numbers and is quoted to the club once numbers are known.

2.6 Sponsor logos

Where a club has sponsors, sponsor logos appear on individual products and on a fully branded team photograph built from one of three templates. The club supplies the sponsor artwork, confirms it has the right to use each logo, and approves the final template and logo placement before production. Media Queensland is not responsible for sponsor artwork supplied and approved by the club, including its resolution, its accuracy or the club's right to use it.

2.7 Order deadlines

Two deadlines apply from the day your gallery opens. Orders placed within 7 days receive the early bird discount shown in your gallery. Where your club has chosen the club order window, orders placed within 14 days can be delivered to the club at no postage cost. After 14 days, all orders are dispatched to your home address and standard pricing applies.

2.8 Late orders

Orders can be placed at any time while the gallery is open. Orders placed after the deadlines in clause 2.7 are charged at standard pricing without the early bird discount, and are delivered to your home address with the home delivery charge in clause 5.2. Late orders are produced in the same way and to the same standard, and the dispatch timeframes in clause 5.3 apply.

2.9 Out of stock

Where an item is temporarily unavailable, we dispatch the rest of your order and send the backordered item freight free as soon as it arrives. If an item cannot be supplied at all, we refund that item.

2.10 Print sizes

Print sizes are nominal and describe the finished print. Small variations occur in trimming and finishing, and aspect ratios differ between products. Print sizes are estimations and should not be relied on for frame purchases. Please wait until you have your prints in hand before buying frames or albums. Media Queensland is not responsible for frames purchased that do not fit.

3. Image and Editing Policies

3.1 Minor blemish retouching

All image editing and retouching is done in house at our Coolum Beach studio in Queensland. We do not send images to an external or offshore provider. Standard editing covers colour, exposure, cropping and general finishing.

On request we remove temporary marks such as a scratch, a cold sore, a bruise or a stray hair. We do not alter a child's permanent features, body shape, skin tone, freckles, glasses, braces or hair, so that the photograph accurately depicts their appearance for the year.

Retouching must be requested on the day of the photo shoot and noted with the photographer at the time. Our photographers record the request against the participant so it carries through to editing. We are not able to accept retouching requests after the photo day, including at the time of ordering, because the image has already been processed and matched to the gallery by then.

3.2 Digital downloads

Digital files are delivered through your online gallery, and we do not supply them on physical media. Files are available for download for as long as the gallery is open, up to 12 months from opening (six months for event galleries such as Gymnastics Queensland), and cannot be reissued once the gallery closes. Files are supplied at the resolution stated in the product description, suitable for printing at the sizes we list.

Group, team and composite photographs are not released as digital files. They are available as printed products only, and they are not included in the digital pack. Digital packs and individual digital files cover individual portrait images.

Digital products are not refundable. Once a file has been made available for download it cannot be returned, so no refund is given on a digital purchase, and an order containing a digital product is not eligible for a full refund. See clause 5.5.

3.3 Copyright and how you may use your photographs

Media Queensland owns the copyright in all photographs we take, and buying a print, product or digital file does not transfer that copyright.

When you buy a digital file, we give you a personal, non exclusive, non transferable licence to print the image for your own personal and family use, share it on your own social media and with family and friends, and use it in personal keepsakes and scrapbooks. You may not sell, licence or commercially exploit the image, use it in advertising or promotion including a business or sponsor page without our written permission, alter it in a way that misrepresents it, remove any credit or watermark, or claim authorship.

Schools, clubs and event organisers receive a separate licence covering their own newsletters, websites and social media, set out in their agreement with us.

3.4 Our own use of images

We may use photographs we have taken in our portfolio, website, marketing and social media, subject to one limit we hold to strictly. We do not use an image of an identifiable child in our own advertising or marketing without the permission of the parent or guardian and of the client organisation, and we do not sell children's images. If you would prefer that an image of your child is not used by us at all, email wecare@mediaqueensland.com and we will record that and confirm it.

3.5 Facial recognition photo delivery

At some events we offer facial recognition photo delivery, powered by Waldo Photos, so that a parent can find their own child in a gallery of thousands of photographs.

It is opt in, and nobody is enrolled automatically. By registering you consent to the reference photograph you upload, and the facial template generated from it, being used for photo matching at that event. If you register on behalf of a child, you confirm you are that child's parent or legal guardian and consent on their behalf. We do not use facial recognition for identification, surveillance, security screening, profiling, advertising or law enforcement, we do not sell or trade biometric information, and we do not reuse a facial template outside the event it was created for.

You can withdraw consent and have the reference photograph and facial template deleted at any time by emailing wecare@mediaqueensland.com. We action the request with Waldo and confirm when it is done. Withdrawing stops photo matching for you but does not affect your ability to browse and order from the gallery in the ordinary way. Where you register directly with Waldo, Waldo's own terms also apply and Waldo handles the data as our service provider from the United States. Section 5 of our Privacy Policy sets this out in full.

3.6 Image storage

Images are archived after the gallery closes and are then deleted in line with the retention periods in our Privacy Policy, unless the client has arranged longer retention in writing. Please do not rely on us as your only copy. Download and back up your digital files while the gallery is open.

4. Payment and Pricing

4.1 Cash payments

We do not accept cash. There is no order envelope and no cash is handled at a photo day, by our photographers or by your school or club. All parent orders are placed and paid for online through your gallery. Please do not send cash to a school office or hand it to a photographer, as it cannot be accepted or receipted.

4.2 Payment types

School and club accounts are offered on 14 day trading terms, and payment must be made before a bulk order is released.

Payment facilities for parents are online only: Visa, MasterCard and PayPal. We do not accept American Express, Diners Club, corporate cards, cheques or cash.

4.3 Prices

Prices shown in your online gallery are retail prices in Australian dollars and include GST. The price shown at the time you order is the price you pay, and we do not change the price of an order once it is placed. Early bird reductions apply in the first 7 days after your gallery opens (clause 2.7).

Prices quoted in our client catalogue and in club and school quotations are net ex GST. Club bulk order pricing for team photographs is tiered on player numbers and is quoted to the club once numbers are known.

Prices are current at the time of publication and may be subject to change without notice, including between photo days and between seasons.

4.4 Order confirmation and tax invoice

An order is accepted when payment is completed and you receive an order confirmation by email. Online orders include an emailed tax invoice. Please review it and keep it, as it is your proof of purchase. If you do not receive a confirmation, contact us at wecare@mediaqueensland.com before ordering again, so that you are not charged twice.

5. Delivery and Refunds

5.1 Delivery options

Your club or school chooses one of three delivery models, and your gallery shows which applies. Bulk delivery to the club, where all orders are delivered together and Media Queensland covers the postage. Direct to your home, at the postage rates in clause 5.2. Or a 14 day club order window, where for the first 14 days you choose either option, after which all orders go direct to home only.

5.2 Postage and freight

Home delivery within Australia is charged at a standard rate of $10.00 per order, sent by Australia Post or a comparable carrier.

Framed and bulky items are charged at $30.00 for that item, because they ship separately in protective packaging. Where an order contains both standard and framed or bulky items, the postage shown at checkout reflects both.

International delivery is quoted on request, so email wecare@mediaqueensland.com before ordering. Orders are not insured in transit, whether within Australia or overseas. Media Queensland does not assume responsibility for mail lost or damaged in the post, and inquiries about a lost or damaged consignment should be directed to the carrier, although we will always help you trace it. Please check your delivery address carefully, as we are not responsible for an order delivered to an incorrect address entered at checkout.

5.3 Production and dispatch times

Galleries open 2 to 3 weeks after the photo day. Orders are dispatched 2 to 4 business days after they are placed. Bulk club orders are dispatched after the club order window closes and are delivered in one consignment. Digital files are available in your gallery as soon as the order is processed. These are our normal timeframes; where a supplier delay or a peak period affects your order we will contact you and tell you when to expect it.

5.4 Missing or incorrect orders

Please check your order when it arrives. If it is damaged in transit, incomplete or incorrect, contact wecare@mediaqueensland.com within 30 days of receiving it, with your order number and a photograph of the problem where relevant, and we will replace the affected items at no cost. If your order has not arrived within 14 days of dispatch, contact us and we will trace it and reprint if it cannot be found.

Where an order is delivered in bulk to a club or school, our responsibility ends when the consignment reaches the organisation. Media Queensland cannot be held responsible for an order that goes missing after the club has received it, so please raise it with the club first and then contact us if it cannot be found.

5.5 Returns and refunds

A refund or replacement is assured if, as determined by you, the photographs are unsatisfactory and are returned to us within 14 days of receiving them. Returns are at the customer's expense. Please email wecare@mediaqueensland.com before sending anything back, and we will give you the address to post it to. Media Queensland disclaims responsibility for returns sent to a school or club instead of to us.

This applies to printed products. Digital products are not refundable in any circumstance, as set out below.

Refunds are processed to the original payment method, and in some situations a credit voucher may be issued instead. Refunds are made within 5 business days of us agreeing to them.

For a change or a cancellation, contact the We Care team at wecare@mediaqueensland.com as soon as possible after placing your order. Orders move to production quickly, normally within 1 to 2 business days, and we can only change or cancel an order that has not yet gone to production.

Special conditions

• Refunds are not granted for orders placed incorrectly through our online portal.
• Online orders include an emailed tax invoice. Please review it and keep it as proof of purchase.
• Digital products are not refundable. Once a digital file has been made available for download in your gallery it cannot be returned, so no refund is given on a digital purchase. An order containing a digital product is not eligible for a full refund; only the physical prints in that order can be refunded or replaced on return.
• Photographic products are made to order and personalised, so we do not offer refunds for change of mind. If you contact us before the order goes to production we will always try to change it.
• Event photography is booked and delivered for a specific date and is not refundable once the event has been photographed.
• Media Queensland does not assume responsibility for mail lost or damaged in the post. In those cases, inquiries should be directed to the carrier, and we will help you trace the consignment.

5.6 Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Clause 5.5 sits alongside these rights and does not replace them.

6. Privacy and Security

6.1 Privacy

Browsing our website does not require you to give us personal information. Placing an order does, including your name, delivery address, email address and the child you are ordering for. How we collect, use, store, disclose and delete personal information, including images of children, consent and biometric data, is set out in our Privacy Policy at mediaqueensland.com/privacy-policy, which forms part of these terms. Student and participant names supplied by a school or club cannot be altered without that organisation's authority, as described in clause 1.4.

6.2 Cookies

Our websites and galleries use cookies to keep you signed in, remember the contents of your cart and understand how the site is used. Most browsers let you block or delete cookies, but the online ordering system will not work without them.

6.3 Gallery access and security

Your gallery is protected by an access code or a personalised link. Please treat those details as confidential and do not share them, as anyone holding them can view and order from your gallery. If you lose your access details, email wecare@mediaqueensland.com and we will reissue them to the contact details we hold for you. We may suspend access where we reasonably believe access details have been shared or misused.

6.4 Safe shopping

Payments are processed by our payment provider through a secure connection. Your card details go directly to the payment provider, and Media Queensland never sees or stores your card number.

6.5 Child safe practice

Most of the people we photograph are children, and we treat that as the most sensitive part of our work. We support the National Principles for Child Safe Organisations, our photographers work to a code of conduct, and photographers working with children hold a current Queensland Working with Children Check (Blue Card). Your school, club or event organiser is responsible for obtaining parental consent before a photo day proceeds. If you would like your child excluded from photography, or images of your child removed, tell your school or club or email wecare@mediaqueensland.com, and we will do it and confirm in writing when it is done.

7. Website and Business

7.1 Material on the website

The material on mediaqueensland.com and our galleries is provided for general information only. It is not legal, financial or professional advice, and accessing it does not create a professional relationship. We take care with what we publish but do not warrant the quality, accuracy, completeness, merchantability or fitness for purpose of material on the site, other than as required by the Australian Consumer Law. You are responsible for your own virus and malicious code checks on anything you download.

7.2 Acceptance of these terms

Access to the site is conditional on your acceptance of these terms. We may amend them from time to time, and the current version is always published at mediaqueensland.com/terms-conditions with the date at the top. Continued use of the site means you accept the updated terms. The terms that apply to your order are those published at the time you place it.

7.3 Restrictions on use

You may use the site for your own personal, non commercial purposes, keeping all copyright notices intact. You may not reproduce, republish, upload, distribute, frame, scrape, data mine or modify material from the site unless we have authorised it in writing or copyright law permits it.

7.4 Copyright and trade marks

All material on the site is owned by or licensed to Media Queensland. The Media Queensland and Sports Media Queensland names, logos and marks may not be used without our written permission, and no derivative works may be made without our written consent except where the law permits.

7.5 Links to and from other sites

We do not sponsor or endorse the sites we link to and are not responsible for their content or privacy practices. Please ask before linking to our site from a commercial site.

7.6 Availability

We aim to keep the site and galleries available at all times but do not guarantee uninterrupted access. Platform maintenance, supplier outages and events outside our control can interrupt service, and we are not liable for loss caused by an interruption, other than as required by the Australian Consumer Law.

7.7 Our liability

Nothing in these terms excludes, restricts or modifies any right, remedy, guarantee or warranty implied by the Australian Consumer Law or any other law that cannot lawfully be excluded. To the extent the law allows, our liability for any claim relating to a photo day, an order or an image is limited, at our option, to re supplying the service, reprinting or replacing the product, or refunding the amount you paid for it. We are not liable for indirect or consequential loss, including loss of profit or loss of an occasion, other than as required by the Australian Consumer Law.

7.8 Things outside our control

We are not liable for a failure or delay caused by something beyond our reasonable control, including weather, fire, flood, illness, industrial action, carrier failure, platform or supplier outage, venue closure or a government direction. Where that happens we will contact you, offer an alternative and, where we cannot deliver at all, refund what you paid.

7.9 Complaints

If something has gone wrong, email wecare@mediaqueensland.com. We acknowledge complaints within 2 business days and aim to resolve them within 10 business days. If we cannot, we will tell you where it is up to and when to expect an answer. Privacy complaints follow the process in section 12 of our Privacy Policy.

7.10 Client agreements

Where a school, club, association or event organiser has a separate signed agreement with us, that agreement governs our relationship with that organisation and prevails over these terms to the extent of any inconsistency. These terms continue to apply to parents and customers ordering from us directly.

7.11 Severability and governing law

If any part of these terms is found to be unenforceable, that part is severed and the rest continues to apply. These terms are governed by the laws of Queensland, Australia, and any dispute is subject to the courts of Queensland.

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These Terms and Conditions replace the Terms of Use previously published at mediaqueensland.com/terms-of-use and the Terms of Service and Terms of Purchase pop ups on orders.mediaqueensland.com.