POLICIES

Poketographer Subscription Service Policy

Effective Date: February 2, 2026
Last Updated: February 2, 2026

1. Introduction

Welcome to Poketographer's subscription photography service. This policy document outlines the terms, conditions, and operational guidelines for our monthly subscription tiers. By subscribing to any Poketographer service tier, you acknowledge that you have read, understood, and agree to be bound by these policies.

Poketographer operates as a professional Pokemon card photography service based in Victoria, British Columbia, Canada. Our mission is to help collectors and sellers maximize their card values through high-quality, professional photography that showcases each card's true condition and appeal.

2. Subscription Tiers

2.1 Common Tier

Monthly Fee: $99 CAD
Photo Credits: 50 cards per month
Cost Per Card: $1.98
Turnaround Time: 5-7 business days
Priority Level: Standard
Rollover Credits: Not available
Support: Email support
Best For: Casual sellers with consistent but modest photography needs

2.2 Holo Tier

Monthly Fee: $199 CAD
Photo Credits: 120 cards per month
Cost Per Card: $1.66
Turnaround Time: 5-7 business days
Priority Level: Standard
Rollover Credits: Up to 10 cards roll over for one month
Support: Priority email support
Best For: Regular sellers building online inventory

2.3 Dealer Tier

Monthly Fee: $349 CAD
Photo Credits: 250 cards per month
Cost Per Card: $1.40
Turnaround Time: 5-7 business days
Priority Level: Standard
Rollover Credits: Up to 25 cards roll over for one month
Support: Phone and email support
Best For: High-volume sellers, shops, and professional dealers

3. Billing and Payment

3.1 Billing Cycle

All subscriptions operate on a monthly billing cycle. Your billing date is established on the day you first subscribe and continues on that same day each subsequent month. For example, if you subscribe on the 15th of January, you will be billed on

the 15th of each following month.

3.2 Payment Methods

We accept the following payment methods:

Credit cards (Visa, Mastercard, American Express)
E-transfer to our business email (Must be arranged in advance through contact form)

3.3 Automatic Renewal

Subscriptions automatically renew each month unless cancelled before the renewal date. You will receive an email reminder 3 days before your next billing date. It is your responsibility to cancel your subscription if you do not wish to continue service.

3.4 Failed Payments

If a payment fails, we will attempt to process the payment up to three times over a 5-day period. If all attempts fail:

Your subscription will be suspended
You will lose access to that month's photo credits
Any cards currently in our possession will be held until payment is resolved or you arrange pickup (Storage fee applies)
Your account may be subject to a $15 reactivation fee

3.5 Refund Policy

Monthly subscription fees are non-refundable once the billing period begins. However, we will issue prorated refunds in the following circumstances:

Service interruption caused by Poketographer lasting more than 2 months
Documented loss or damage to your cards while in our care (subject to our liability limitations)
Cancellation within 48 hours of initial subscription signup (first-time subscribers only)

4. Photo Credits and Rollover System

4.1 Monthly Photo Credits

Your photo credit allowance resets on your billing date each month. Credits are counted when we receive and log cards into our system, not when you ship or drop them off. Each card photographed uses one photo credit.

4.2 Rollover Credits

Unused photo credits may roll over to the following month based on your tier:

Common Tier:

No rollover credits available
Unused credits expire at month end

Holo Tier:

Up to 10 unused credits roll over for one month
Rollover credits must be used before your next billing date
Credits do not accumulate beyond one month
Example: If you use 115 credits in January, 5 credits roll over, giving you 125 total credits in February (120 new + 5 rolled). Any unused credits from February do not roll to March.

Dealer Tier:

Up to 25 unused credits roll over for one month
Rollover credits must be used before your next billing date
Credits do not accumulate beyond one month
Example: If you use 230 credits in January, 20 credits roll over, giving you 270 total credits in February (250 new + 20 rolled). Any unused credits from February do not roll to March.

4.3 Exceeding Your Credits

If you submit more cards than your available credits (monthly allowance plus any rollover):

Common Tier:

Additional cards billed at $2.50 per card (above tier rate)

Holo Tier:

Additional cards billed at $2.25 per card (above tier rate)

Dealer Tier:

Additional cards billed at $2.00 per card (above tier rate)

We will contact you before processing overage cards to confirm you approve the additional charges.

4.4 Unused Credits

Unused photo credits beyond the rollover limits expire at the end of each billing period and have no cash value. We do not provide refunds or credits for unused allowances beyond the rollover provisions.

5. Service Process

5.1 Card Submission

You may submit cards through two methods:

Drop-Off Service (Victoria, BC area):

Schedule a drop-off appointment via our booking system
Bring cards with completed intake form
Receive immediate confirmation of card receipt
Available upon arrangement, typically Fridays

Mail-In Service:

Package cards securely using our recommended guidelines
Include your completed intake form
Ship via tracked mail service
Insurance is recommended but optional (see liability section)
You are responsible for shipping costs to Poketographer

5.2 Intake Process

All cards must be accompanied by a completed intake form that includes:

Your name and contact information
List of cards being submitted with basic identification
Acknowledgment of terms and liability limitations
Preferred return method

Incomplete intake forms will delay processing. We will contact you to complete missing information, but this may affect your turnaround time.

5.3 Photography Process

Our photography process includes:

Initial inspection and condition documentation
Professional photography with controlled lighting
Multi-angle shots for high-value cards (upon customer request)
Basic image editing for color accuracy and clarity
Digital delivery via secure download link

5.4 Image Delivery

Completed photographs are delivered via:

Secure download link sent to your email
Files provided in high-resolution JPEG format
Images remain available for download for 30 days
Files are optimized for online marketplace listings

5.5 Card Return

After photography is complete, you must select a return method:

Mail Return:

We ship cards back via tracked Canada Post
Return shipping fees are subject to change
Insurance available at additional cost
Cards shipped within 2 business days of photography completion

Pickup (Victoria, BC area):

Schedule pickup via our booking system
Cards held securely for up to 14 days after notification
No additional fees
After 14 days, storage fees of $2/day apply

6. Turnaround Times

6.1 Standard Turnaround

All subscription tiers receive the same turnaround time of 5-7 business days. Turnaround is calculated in business days (Monday-Friday, excluding statutory holidays) from the date we receive and log your cards into our system.

The primary differences between tiers are:

Number of photo credits per month
Rollover credit availability
Support channel access and response times
Cost per card efficiency

6.2 Rush Service

Rush service is available for an additional fee to all tiers:

Rush service (48hr turnaround) +25% total spend
Express service (24hr turnaround) + 50% total spend
Emergency same-day service + 100% total spend
Subject to availability and current workload
Must be requested at time of submission

Rush service guarantees faster turnaround but does not change your monthly credit allocation.

6.3 Delays

While we strive to meet our turnaround commitments, delays may occur due to:

Statutory holidays
Equipment malfunction or technical issues
Unusually high volume periods
Weather-related shipping delays
Issues requiring customer clarification or approval

We will notify you immediately if delays are anticipated and provide updated timelines. Extended delays beyond our control may qualify for service credits or prorated refunds at our discretion.

7. Support Services

7.1 Common Tier Support

Common Tier subscribers receive email support:

Responses within 24-48 hours (business days)
Support for order inquiries, card status, and general questions

7.2 Holo Tier Support

Holo Tier subscribers receive priority email support:

Responses within 12-24 hours (on business days)
Priority queue for urgent inquiries
Dedicated support for high-value card questions

7.3 Dealer Tier Support

Dealer Tier subscribers receive phone and email support:

Phone support during business hours: Monday-Friday, 10am-4pm
Email responses within 4-12 hours (business days)
Highest priority for urgent matters
Direct line for rush orders and special requests

8. Liability and Insurance

8.1 Our Liability Limitations

Maximum liability: $25000 per session, regardless of
subscription tier.

Damage / loss coverage applies only to incidents during photography/handling by Poketographer
- Pre-existing damage, shipping damage, and normal handling wear are not covered.

Client acknowledges that their homeowner's/renter's insurance may exclude
coverage for items in a service provider's custody.

For individual cards valued over $1500, client must either: (1) obtain separate insurance coverage, or (2) accept risk of total loss.

8.2 Customer Responsibilities

You are responsible for:

Accurately declaring card values on intake forms
Purchasing shipping insurance for high-value cards
Securely packaging cards for mail-in service
Accepting liability risks that exceed our coverage limits
Understanding that our liability limits are per monthly submission, not per card

8.3 Damage Claims

In the unlikely event of damage while cards are in our care:

You must notify us within 24 hours of receiving returned cards
Provide photographic evidence of damage
Submit documentation of card value (recent sales data, grading reports, etc.)
Claims must be submitted within 7 days of card return
Pre-existing damage, shipping damage, and normal handling wear are not covered.

Approved claims will be compensated at market value up to our liability limits, as determined by recent comparable sales data.

8.4 Exclusions

We are not liable for:

Damage or loss during shipping (customer's responsibility to insure)
Pre-existing damage not noted on intake form
Damage occurring after cards leave our facility
Market value fluctuations during service period
Subjective grading disagreements
Compensating for damaged cards valued above liability limits

8.5 High-Value Card Recommendations

For cards valued significantly above tier liability limits, we recommend:

Purchasing shipping insurance for full card value
Using drop-off service instead of mail-in (Victoria, BC area only)
Photographing extremely valuable cards yourself or using specialized services

9. Subscription Management

9.1 Upgrading Your Tier

You may upgrade your subscription tier at any time:

Upgrade takes effect in the next month
You will be charged the prorated difference for the current period
Your next full billing will be at the new tier rate
Increased photo credits and benefits apply immediately
Unused credits from previous tier are added to new tier allowance for current month only

9.2 Downgrading Your Tier

You may downgrade your subscription tier with the following conditions:

Downgrade request must be submitted at least 3 days before your next billing date
Downgrade takes effect on your next billing cycle
Current period benefits remain until billing date
Rollover credits exceeding new tier limits are forfeited
Example: If downgrading from Dealer to Holo with 20 rollover credits, only 10 credits carry forward

9.3 Pausing Your Subscription

You may pause your subscription for up to 3 months:

Pause must be requested at least 3 days before your next billing date
No charges occur during pause period
No services or credits available during pause
Cards in our possession must be returned or picked up before pause begins
All rollover credits are forfeited when pausing
You maintain your tier benefits upon reactivation

9.4 Cancellation

You may cancel your subscription at any time:

Cancellation must be submitted at least 3 days before your next billing date
Service continues until the end of your current billing period
No refunds for partial month usage or unused credits
Cards must be returned or picked up within 14 days of cancellation
You may resubscribe at any time at current pricing

10. Card Handling and Care

10.1 Our Commitments

We handle all cards with professional care:

Clean, climate-controlled workspace maintained at 18-22°C
Proper handling with clean hands or nitrile gloves
Cards stored in protective sleeves when not being photographed
Secure storage in locked container with limited access
Professional photography equipment and controlled lighting setup

10.2 Card Conditions We Accept

We photograph cards in any condition:

Near Mint to Heavily Played conditions
Graded and raw (ungraded) cards
Vintage and modern cards
Graded cards
English and foreign language cards
Standard and oversized cards
Sealed and unsealed product (for inventory photos)

10.3 Cards We Cannot Accept

For safety and liability reasons, we cannot accept:

Cards valued over $10,000 individually (all tiers)
Cards without penny sleeves
Cards that are wet, moldy, or present biohazard concerns
Cards involved in active legal disputes or known stolen property
Suspected counterfeit cards (we will notify you and may refuse service)
Cards that arrive damaged beyond our ability to photograph professionally

10.4 Special Handling Requests

You may request special handling for high-value or sensitive cards:

Extra protective measures during photography
Minimal handling and single-position photography
Video documentation of card condition (Dealer Tier only)

Additional fees may apply for special handling requests. Contact support to discuss options.

11. Customer Conduct and Account Termination

11.1 Expected Conduct

We expect all customers to:

Provide accurate information on intake forms and card valuations
Communicate respectfully with our team
Meet payment obligations promptly
Pick up or arrange return of cards in a timely manner
Comply with all policies outlined in this document
Report any issues or concerns within stated timeframes

11.2 Prohibited Activities

The following activities will result in immediate account review and potential termination:

Fraudulent card valuations or insurance claims
Submitting counterfeit cards knowingly
Harassment or abusive behaviour toward our team
Repeated violation of payment terms
Using our service for illegal activities
Chargebacks without prior contact and good faith resolution attempts

11.3 Account Termination

We reserve the right to terminate subscriptions and refuse service for:

Repeated payment failures (3+ failed payments in 6 months)
Fraudulent activity, misrepresentation, or false claims
Abusive behavior toward our team members
Material violation of these terms and policies
Suspected illegal activity involving cards or service
Excessive chargebacks or payment disputes

11.4 Termination Process

If we terminate your account:

You will receive written notice via email
Cards in our possession will be returned at your expense
No refunds for unused time, credits, or services
You forfeit all rollover credits
You may be permanently banned from resubscribing
Outstanding balances remain due and payable

12. Privacy and Data Protection

12.1 Information We Collect

We collect and store:

Contact information (name, email, phone, mailing address)
Payment information (processed securely through third-party payment providers)
Card inventory data for service delivery
Communication records and support inquiries
Service usage data and photography metadata
Shipping and handling preferences

12.2 How We Use Your Information

Your information is used solely for:

Delivering subscription photography services
Processing payments and managing your account
Communicating about your cards, service status, and account
Improving our services and customer experience
Complying with legal and regulatory requirements
Resolving disputes and enforcing our policies

12.3 Data Protection

We protect your information through:

Secure, encrypted data storage systems
Limited access to authorized personnel only
Regular security audits and updates
Compliance with Canadian privacy laws (PIPEDA)
Secure payment processing through PCI-compliant providers

12.4 Data Sharing

We will never sell, rent, or share your personal information with third parties for marketing purposes. We may share limited information with:

Payment processors (for transaction processing)
Shipping carriers (for card returns)
Legal authorities (when required by law)

12.5 Data Retention

We retain your data for:

Active accounts: Duration of subscription plus 12 months
Cancelled accounts: 24 months after cancellation
Financial records: 7 years per Canadian tax requirements
Photography files: 30 days after delivery (unless requested otherwise)

You may request deletion of your data by contacting us, subject to legal retention requirements.

13. Intellectual Property

13.1 Photography Rights

Photographs taken by Poketographer are licensed to you for:

Personal use in selling your specific cards
Posting on online marketplaces (eBay, Facebook Marketplace, etc.)
Sharing on social media platforms
Creating promotional materials for your card sales
Use in your personal collection documentation

13.2 Photography Restrictions

You may not:

Claim the photographs as your own original work
Sell or license the photographs to others
Use photographs for purposes unrelated to selling the specific cards photographed
Remove or obscure watermarks (if applied)
Use photographs to misrepresent card condition or authenticity

13.3 Portfolio and Marketing Use

We reserve the right to use photographs taken for:

Our portfolio and website examples
Marketing and promotional materials
Social media content
Educational content about card photography

We will not identify you as the card owner without explicit permission. You may opt out of portfolio use by notifying us in writing.

13.4 Watermarking
All preview images sent before final payment will include a watermark stating "PREVIEW - BALANCE DUE" to protect our work.
Upon receipt of full payment, you will receive:

Un-watermarked high-resolution images
Files ready for immediate upload to your listings
Watermarks cannot be removed until payment is received in full, regardless of subscription tier or service type.

14. Modifications to Service and Policy

14.1 Service Changes

We may modify our services, features, or operational processes with reasonable notice. Changes may include:

Photography techniques or equipment upgrades
Turnaround time improvements or adjustments
Support channel modifications
New features or service options

We will notify subscribers of significant service changes via email.

14.2 Policy Updates

We may update this policy periodically to reflect:

Changes in our services or business operations
Legal or regulatory requirements
Customer feedback and operational improvements
Industry best practices

14.3 Notification of Changes

Material changes to this policy will be communicated via:

Email notification to all active subscribers (minimum 14 days notice)
Prominent notice on our website at poketographer.ca
Summary of changes included in notification

Continued use of our services after changes take effect constitutes acceptance of the updated policies. If you do not agree with changes, you may cancel your subscription.

14.4 Price Changes

Subscription prices may change with 30 days advance notice. When prices increase:

Current subscribers are grandfathered at existing rates for 90 days
You will receive clear notification of new pricing
You may downgrade, pause, or cancel before increases take effect
New subscribers pay current published rates immediately

Price decreases take effect immediately for all subscribers on their next billing cycle.

15. Dispute Resolution

15.1 Contact First Approach

If you have concerns, disputes, or complaints, please contact us first:

Email: info@poketographer.ca
Phone, if you are a Dealer Tier subscriber
We will respond within 2 business days for most inquiries
Urgent matters receive priority attention

15.2 Good Faith Resolution

We commit to resolving disputes in good faith through:

Open, honest communication
Fair assessment of all situations
Reasonable accommodation when possible
Documented resolution agreements
Focus on mutually acceptable outcomes

15.3 Escalation Process

If initial contact does not resolve your concern:

We will conduct thorough investigation (5-7 business days)
Written response with findings and proposed resolution
Opportunity for further discussion if needed

15.4 Governing Law

These policies are governed by the laws of British Columbia, Canada. Any disputes that cannot be resolved through good faith negotiation will be resolved in the courts of Victoria, British Columbia.

15.5 Limitation of Liability

To the maximum extent permitted by law, Poketographer's total liability for any claims arising from our services is limited to the amount you paid for services in the 3 months preceding the claim.

16. Contact Information

Poketographer

Chris Kong

PO BOX 99900 QW 759 414
STN Hillside
Victoria, British Columbia, Canada
V8T 0B6

Email: info@poketographer.ca
Website: poketographer.ca

Business Hours:
Tuesday - Saturday: 10:00 AM - 4:00 PM PT
Sunday - Monday: Closed

Response Times:

Common Tier: Email within 24-48 hours (business days)
Holo Tier: Priority email within 12-24 hours (business days)
Dealer Tier: Phone/email within 4-12 hours (business days)
Emergency card issues: All tiers within 4 hours

17. Acknowledgment and Acceptance

By subscribing to Poketographer's services, you acknowledge that:

You have read and understood this entire policy document
You agree to be bound by these terms and conditions
You accept the liability limitations outlined herein
You understand your rights and responsibilities as a subscriber
You understand the photo credit and rollover system for your tier
You will comply with all policies and procedures
You acknowledge that subscription fees are non-refundable except as explicitly stated

Thank you for choosing Poketographer for your Pokemon card photography needs. We look forward to helping you showcase your collection professionally and maximize your sales success!

Effective Date: February 2, 2026
Last Revised: February 7, 2026