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FAQs

Q. Do you need to know the date and time of your Graduation?

A. In order to place your order online you will need to enter the date and time of your graduation (ALL ONLINE / PRE ORDERS WILL CLOSE EXACTLY FOUR WORKING DAYS FROM THE START OF THE FIRST SESSION of your institution region). You may thereafter proceed to your graduation venue and order directly from our admin desk.

Q. I have lost my order form / invoice – what should I do?

A. Please contact our Customer Services department on 0861 6666 01 or email gradinfo@imagefactor.co.za who will issue you with a copy invoice. PLEASE BE REMINDED, THAT WE DO NOT ISSUE PACKAGES TO A THIRD PARTY, WITHOUT THE WRITTEN NOTICE (in terms of a copy invoice produced for collection) OF THE PERSON WHOSE NAME APPEARS ON THE INVOICE (although a third party is allowed to collect on your behalf “only if the third party produces the original invoice).  This is clearly specified under our Terms and Conditions, herein and on your invoice.

Q. Where are the portable studios located on graduation day?

A. We will be well signposted on the day. We will ensure that there are signs from the gown hire to our studios AND our photography staff will be in attendance to assist.

Q. What time are the portable studios open?

A. We start taking pictures as soon as the gown hire personnel have opened and we generally finish about an hour after the last ceremony of the day. If in doubt, please check with our staff at the admininstration desk.

Q. Do I have to book a time?

A. Due to the nature of the day, it is impossible to offer a booking system. We operate on a first come first serve basis, so it is advisable to arrive early. If you pre-order you will avoid queuing for the sales / cashiers desk. It tends to get busy just before and straight after ceremony. It also gets busy in between ceremonies held on the same day. If you intend to have family photographs taken as well as those of yourself, please make sure all your family is with you when you attend – they cannot be taken at different times. We will provide you with a fake scroll to hold.

Q. Can I still pre-order my photographs?

A. Photographs may be pre-ordered up to 10 working days before the actual ceremony and (ALL ONLINE BOOKINGS CLOSE EXACTLY FOUR WORKING DAYS FROM THE START OF THE FIRST SESSION OF YOUR REGION), either by visiting the Durban based studio or online via this website.

Q. Can I pose for a photograph and not order?

A. All posed photographs must be ordered. We reserve the right not to supply a split order. All photographs that are ordered will strictly remain to the size and cost stipulated as per your institution graduation order form. We regret smaller size photographs are only for purposes of reprints.

Q. Can I split the photograph package?

A. The packages are designed to give you value for money for your pictures (and also part of tender requirements by your institution), for this reason we cannot split the packages. For instance, if you order family photographs you cant have two different poses or different groupings. If you would like more than one pose/grouping, then you will need to order another set.

Q. If I need more photographs later on, can I still order them?

A. Yes, a re-order form is enclosed with your photography pack or online.

Q. I have already paid, but cannot attend the ceremony. Can I get a refund?

A. Yes, return your prepaid invoice and we will supply a refund less a small administration charge of 15%. If you prefer, you can transfer your order to a future ceremony. You may call 0861 6666 01 or email gradinfo@imagefactor.co.za

Q. How do I order my graduation photographs?

A. You may order online: www.imagefactor.co.za, click on the graduation link. Durban based graduates may visit the studio at 100 Mahatma Gandhi Road, Point Waterfront, Durban, to pre-order your photographs.

Q. What is the maximum number of people allowed in a family group picture?

A. Due to space constraints we are only able to accommodate a maximum of 6 individuals in the family group.

Q. Studio Collection: Durban Head Office?

A. Durban Head Office: You may refer to your invoice for the collection date, street address and directions or on the “contact us” page: www.imagefactor.co.za. Should you be unsure or have misplaced your invoice, please contact the studio on 0861 6666 01 or email:gradinfo@imagefactor.co.za, for a copy invoice.

Q. Studio Collection: Cape Town Studio?

A. This is a satellite office and is only opened as specified on your invoice: Should you be unsure of the collection date or you have misplaced your invoice, please contact the studio on 0861 6666 01 or email:gradinfo@imagefactor.co.za, for a copy invoice.

Q. Studio Collection: Port Elizabeth Studio?

A. This is a satellite office and is only opened as specified on your invoice: Should you be unsure of the collection date or you have misplaced your invoice, please contact the studio on 0861 6666 01 or email:gradinfo@imagefactor.co.za, for a copy invoice.

Q. How long does it take for me to get my photographs?

A. You may collect from the local studio after 45 working days or as specified in your invoice. In the instances of paid postage, the waiting period is also about 45 working days. We will send you the POST OFFICE tracking number, either via SMS to your mobile phone or your email address as listed on your order form. DO NOT WAIT FOR THE POST OFFICE TO SEND YOU A REMINDER, THIS WILL NOT HAPPEN. Please use the tracking number we supply and go to your nearest Post Office. Should the Post Office advise that the package did not arrive, kindly ask the Post Office to “track and trace” the package on their website. Please be reminded that all unclaimed packages not collected after we have supplied the correct information and tracking details will incur additional postal charges.

Q. What are the postage charges?

A. Prices below include postage, packaging, registered mail, including Track and Trace. Only one postal charge is applicable per order. Packages must be collected from the Post Office.
National Courier serice  (registered and traceable and door to door within South African Cities) @ R 150.00.
International postage (registered and traceable, with the South African Post Office) @ R 300.00.

Q. What are your payment options?

A. We accept all credit and debit cards (only during graduation day) and your transaction will be cleared instantly. We also accept cash on the day of your Graduation.
Your order form will clearly indicate the credit card payment authorization form.
For purposes of EFT / Direct bank deposits (COMPLETED ORDER FORM AND PROOF OF PAYMENT MUST BE FAXED TO 0861 6666 02) or mail to: gradinfo@imagefactor.co.za

The Image Factor (PTY) LTD
Nedbank Limited ZA
(A) 1648 123 252 (B) Business KZN (B/C) 164826

Q. What are the sizes of the photographs that you offer?

A. This depends on your institution, kindly refer to your order form or on our website: www.imagefactor.co.za.
If you have any further concerns / queries, then please do not hesitate to contact our Customer Services Team at: Tel: 0861 6666 01 or email: gradinfo@imagefactor.co.za

Q. What are the different types of poses of the photographs that you offer as part of your official stage packages?

A. This depends on your institution, kindly refer to your order form or on our website: www.imagefactor.co.za. (Graduate at the Podium, Graduate capping if allowed by the institution, Graduate being congratulated, Graduated being hooded, Graduate single portrait, off stage). The single portrait will not include your motar board and a scroll, unless otherwise advised.
If you have any further concerns / queries, then please do not hesitate to contact our Customer Services Team at: Tel: 0861 6666 01 or email: gradinfo@imagefactor.co.za

Q. Do you offer Family photographs and other group or single full length photographs?

A. Yes indeed. You may have this taken up to three hours before your graduation ceremony (follow our sign posts) and after your graduation ceremony. Please be reminded that we are NOT ALLOWED to take family photographs whilst the ceremony is in progress. This is the regulation imposed on us for ALL universities / Colleges and it is imperative that we abide by same as per our contractual obligation with Institution concerned.

Q. I do not want to order your stage photography Packages, only family photographs.

A. You are under no obligation to purchase the official Stage photographs.

Q. My Photographs and Frames as ordered has been damaged while in transit?

A. Please do not panic, all items are insured by the Courier Company that we use and all damaged Packages / Frames will be replaced ASAP.

Q. What if the photo shown is not of me?

A. We do our best to ensure that each graduate is properly identified the first time. We do apologize and regret this error and the inconvenience we may have caused. Please contact the team on 0861 666601  or send us an email to gradinfo@imagefactor.co.za, so that we can rectify the error, correct our mistake and courier the package at our cost. You will be notified as soon as your correct images are ready for viewing.

Q. What can I do if my eyes were closed in the photo?

A. Unfortunately, we cannot always open eyes. The eyes are too difficult to recreate and keep it looking natural. We apologise and regret the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service. We can try and re-create using another image, captured from the same day, however this will be regarded as a custom re-touching fee of R150.00 per image. Please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. My image is too light or too dark. How can it be corrected?

A. If the image online or in your proof mailing is too light/dark, it will be automatically colour corrected at the lab, to ensure proper skin tones. If your ordered photos came back and the image is still too light/dark to meet your satisfaction, then please contact our customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. Can my blurry (out of focus) photo be corrected?

A. Unfortunately, we cannot correct a blurry image. We apologize and regret the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. I have a stray hair in my photo. Are you able to remove this?

A. We offer custom retouching options online and over the phone during the ordering process. Please keep in mind that if the majority of the face is covered we will only be able to make the correction if there is a clear shot of the graduate’s face also available. We will need a reference to remake the parts of the face that are covered by the stray hair. However this will be regarded as a custom retouching fee of R150.00 per image. Please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. What can I do if there is someone in the background of my picture that I would like to remove?

A. We offer custom during the ordering process. Please note that we can remove a few people from the background of almost any picture, but we cannot remove the entire background if the photo was shot in front of a crowd. However this will be regarded as a custom retouching fee of R150.00 per image. Please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. My face appears shiny in the photograph. Can anything be done?

A. We offer custom retouching during the ordering process. If the shine is too extensive the photo would most likely be considered over exposed. Over exposure cannot be corrected. However this will be regarded as a custom retouching fee of R150.00 per image. Please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Q. Can the shadow in my photo be removed?

A. We offer custom retouching options online and over the phone during the ordering process. Please note shadow removal is mainly used to remove shadows from behind the graduate. If the graduation took place outside and the sun is causing shadows on the graduate’s face or clothing we often cannot remove those shadows. Please contact customer service before you order the shadow removal if you are not sure whether or not it can be fixed. However this will be regarded as a custom retouching fee of R150.00 per image. Please contact customer service for options on: gradinfo@imagefactor.co.za or contact the studio on 0861 6666 01.

Refund Policy / Unsuccessful photographs and/or digital images requesting a refund, must be returned to our studio within 30 days, and must fulfil either of the following criteria list below:

1) Subject has eyes closed.
2) Tassel or hair obscuring subjects face.
3) Incorrect subject angle.
4) Camera or flash malfunction.

Any photographs and/or digital images returned for a request of refund that do not fall within the above categories will be judged on a case-by-case basis.  The final decision remains at our studio’s discretion.

An accompanying letter outlining in detail the reason for the request of refund must be included with the returned photographs and/or digital images.  Please also include daytime contact numbers and preferred method of refund (either cheque or credit card).

All costs incurred, by the customer in returning their photographs and/or digital images to our studio are non-refundable. This includes return postage and packaging, travel, courier or other expenses.

Our maximum liability for any photographs and/or digital images deemed unsuccessful for any reason will not exceed the amount paid by the customer at the time of ordering their photographs and/or digital image.

Q.  Is your online store secure and accurate?
Every effort is made to provide information that is accurate. However, information contained in this web site are subject to change at any time by the site owner / THE IMAGE FACTOR (PTY) LTD or the Publisher. In the event of a website malfunction, due to unforseen circumstances, THE IMAGE FACTOR (PTY) LTD reserves the right not to accept any of the transactions which may have been processed during the said malfunction period. All amounts paid via PAYFAST / THE PAYMENT PORTAL will be refunded after 30 working days or when such amounts reflect in the bank account of the site owner / THE FACTOR (PTY) LTD. Copyright in this website rests with the site owner unless otherwise indicated.

Please direct all enquiries relating to a refund request to:

Inthri Govender

Director

The Image Factor (PTY) LTD

P O Box 38445

Point

4069

Mailto:inthri@imagefactor.co.za

Tel: 073 5121541