These Terms & Services describe the terms applicable to the use of the LRetouch website, Client Portal, and services provided by LRetouch.
By accessing the LRetouch website, using the LRetouch Client Portal, submitting an order, or using our services, you acknowledge that you have read, understood, and agreed to these Terms & Services.
01. Acceptance of Terms
By accessing the LRetouch website, using the LRetouch Client Portal, submitting an order, or purchasing our services, you agree to be bound by these Terms & Services and any applicable service specific policies.
If you do not agree with these Terms, please do not use our website, Client Portal, or services.
Where a specific quotation, Purchase Order, order confirmation, pricing agreement, Commercial Service Agreement, or other written agreement provides specific terms for a particular project or Client, those specific terms will apply to the relevant project or service.
02. Our Services
LRetouch provides professional real estate media post production services, including:
• Real estate HDR and image enhancement
• Real estate video editing
• Real estate virtual staging
• Virtual renovation
• Floor plan services
• Other related real estate media post production services
The availability, scope, pricing, turnaround time, and requirements of each service may vary depending on the specific service and project.
Certain projects, requirements, or service configurations may require a custom quotation or separate agreement.
03. Client Account & Client Portal
The LRetouch Client Portal provides Clients with a centralized platform to manage their relationship and workflow with LRetouch.
Depending on the available features, Clients may use the Client Portal to:
• Create and manage Sales Orders
• Track order progress
• Review Work Orders
• Review completed work
• Provide feedback
• Access delivered files
• Review invoices and payment information
• Receive notifications related to their orders
Clients are responsible for maintaining the confidentiality of their account credentials and for activities conducted through their account.
If you become aware of unauthorized access or another security concern involving your account, please contact LRetouch or your assigned Account Manager.
04. Orders & Order Processing
4.1 Submitting an Order
Clients may submit an order through the LRetouch Client Portal or another communication method agreed with LRetouch.
For convenience and to facilitate the ordering process, the assigned Account Manager may assist Clients in creating Purchase Orders (POs) based on the information and requirements provided by the Client.
When an Account Manager assists in creating a PO, the Client remains responsible for reviewing and confirming the accuracy of all information included in the PO, including but not limited to:
• Request type
• Input files or input file links
• Number of input files or assets
• Editing requirements
• Description and instructions
• References or additional requirements
• Desired output format
• Add ons or other service requirements
If any information in the PO is incorrect or needs to be changed, the Client should notify the assigned Account Manager as soon as possible and within one hour from the order confirmation.
Once the PO has been confirmed and entered into the production workflow, changes may be subject to the Order Changes provisions set out in Section 4.3.
4.2 Order Confirmation
After an order has been successfully submitted, LRetouch may send an order confirmation to notify the Client that the order has been received and sent to the production workflow.
The Account Manager may review the order and contact the Client when clarification or confirmation is required before production begins.
The order confirmation may include information such as:
• PO number
• Request type
• Input link
• Number of inputs
• Order description
• Assigned Account Manager
4.3 Order Changes
Clients may request changes to an order within one hour from the time of order confirmation.
Any requested change must be confirmed by the assigned Account Manager before it becomes effective.
Changes requested after this period may be handled according to the circumstances and requirements of the specific project.
4.4 Order Processing
Once an order has been confirmed, the Account Manager may create and assign one or more Work Orders to the production team.
A Sales Order may be divided into multiple Work Orders depending on workload or specific project requirements.
Work Orders may contain information such as request type, number of outputs, status, and QC results.
05. Client Responsibilities
Clients are responsible for providing accurate and complete information required to process their orders.
This includes:
• Providing the correct input files
• Providing clear instructions and requirements
• Providing appropriate references where necessary
• Providing accurate order information
• Providing the required output specifications
• Ensuring that submitted materials may legally be used for the requested service
• Reviewing delivered work and providing feedback when necessary
When an Account Manager assists with creating a PO, the Client remains responsible for reviewing the PO and notifying the Account Manager of any required changes.
Clients should ensure that the number and type of input files submitted correspond with the information provided in the order.
If additional information or clarification is required, LRetouch may contact the Client or assigned Account Manager before proceeding with the work.
06. Turnaround Time & Delivery
6.1 Turnaround Time
Turnaround time starts when LRetouch has received the complete request, source files, and all necessary instructions required to process the order.
Turnaround times provided by LRetouch are estimated delivery times unless a specific delivery commitment has been expressly agreed in writing.
Actual turnaround time may vary depending on:
• Project complexity
• Number of files
• Editing requirements
• Revision requirements
• Source material quality
• Missing information or instructions
• Daily workload
• Other circumstances affecting the project
6.2 Working Hours
Receiving times and turnaround estimates are based on Hanoi, Vietnam Time (GMT+7).
Requests received after 6:00 PM Hanoi time may be carried over to the following working period.
6.3 Urgent or Exceptional Requests
Requests requiring expedited turnaround or exceptional processing may be handled on a case by case basis.
Availability may depend on production capacity, project requirements, workload, and the agreed service arrangement.
Any applicable conditions or additional charges will be communicated by the Account Manager where relevant.
6.4 Delivery
LRetouch will deliver the final output specified in the applicable order.
The final output represents the standard deliverable provided to the Client.
Working files, intermediate files, production materials, or supporting assets used during the production process are not included as standard deliverables.
However, depending on the specific project and Client requirements, LRetouch may provide or assist with certain working files or supporting materials on a case by case basis. This may include, where applicable:
• Working or project files
• XML or other project related files
• Licensed music or other supporting media
• Other materials related to the production
Clients who require such files or materials may discuss their requirements with their assigned Account Manager.
Any provision or use of third party licensed materials remains subject to the applicable licensing terms and restrictions.
6.5 File Storage & Retention
LRetouch may retain Client source files and completed output files for a limited period to support service delivery, revisions, customer support, and file recovery.
Unless otherwise agreed:
• Source files: may be retained for a minimum of 2 weeks after the relevant order is completed.
• Final output files: may be retained for a minimum of 3 months after the relevant order is completed.
After the applicable retention period, LRetouch may delete or remove the files from its systems without further notice.
Clients are responsible for downloading and securely retaining their final deliverables for their own records.
The retention periods above represent the minimum period LRetouch intends to retain the files and do not constitute a guarantee that files will remain continuously available in all circumstances, including technical failures, third party service interruptions, or other circumstances beyond LRetouch’s reasonable control.
07. Feedback, Revisions & Corrections
Clients may review completed work and provide feedback through the LRetouch Client Portal.
Feedback submitted through the Portal is associated with the relevant Work Order and may notify the Account Manager and QC team for further handling.
Correction
A correction refers to an issue where the delivered work does not follow the original requirements or instructions accepted for the order.
Revision
A revision refers to an adjustment requested within the scope of the agreed project requirements.
Additional Request
A request that changes the original requirements, adds new work, or requires work outside the original scope may be treated as an additional request.
Where an issue is determined to have resulted from LRetouch’s failure to follow the agreed requirements, LRetouch will provide appropriate correction in accordance with the applicable service arrangement.
Where an issue results from Client supplied materials, Client instructions, or changes made by the Client or a third party, LRetouch may not be responsible for the resulting issue.
08. Pricing, Invoices & Payment
8.1 Pricing
Pricing may be based on the applicable LRetouch price list, quotation, account agreement, or order confirmation.
Standard pricing applies to standard service requirements. Complex, customized, or specific project requirements may require a custom quotation.
The applicable price for a particular order will be determined according to the pricing arrangement applicable to that Client and order.
8.2 Invoices
LRetouch may issue invoices according to the billing arrangement agreed with the Client.
Clients can access their invoice history through the LRetouch Client Portal.
Invoice information may include:
• Invoice name
• Invoice ID
• Status
• Amount
• Invoice date
• Paid date
• Sales Orders included in the invoice
LRetouch may also provide a detailed invoice or quotation breakdown for individual Sales Orders where applicable.
8.3 Payment
Payment must be made according to the payment method and billing schedule agreed between LRetouch and the Client.
Where specific payment terms are provided in a quotation, Purchase Order, Commercial Service Agreement, or other written agreement, those terms will apply to the relevant order or project.
8.4 Payment Confirmation
Following successful payment, LRetouch may send an automated payment confirmation email referencing the relevant invoice.
Clients may also access their invoice information through the Client Portal.
09. Cancellation & Refunds
9.1 Order Cancellation
If you need to cancel an order, please contact your assigned Account Manager.
The cancellation will take effect once it has been confirmed by your Account Manager.
After confirmation, the Account Manager will update the order status to “Cancelled” in the LRetouch system.
The updated status will be displayed in the Client Portal.
9.2 Refunds
If a refund applies, it will be handled in accordance with the Return & Refund Policy.
10. Intellectual Property & Client Content
Clients remain responsible for the materials they provide to LRetouch, including photographs, videos, property information, logos, references, and other content.
Clients represent that they have the necessary rights or authorization to provide such materials to LRetouch for processing.
LRetouch will use Client supplied materials as necessary to provide the requested services and according to the permissions and agreements applicable to the relevant order.
The ownership and permitted use of final deliverables are subject to the applicable agreement between LRetouch and the Client.
Working files, production resources, software, plugins, and third party materials remain subject to their applicable ownership and licensing arrangements.
11. Marketing, Portfolio & Training Permission
For each order, the Client will be asked to indicate whether they agree or do not agree to allow LRetouch to use information and materials related to that order for LRetouch’s marketing, portfolio, and training purposes.
The materials covered by this permission may include, where applicable:
• Input files and materials provided by the Client
• Final outputs and deliverables created by LRetouch
• Other order related materials reasonably necessary for the permitted purposes
The Client’s permission selection is recorded as part of the applicable order in the LRetouch system.
Where permission is granted, LRetouch may use the applicable materials solely for:
• LRetouch marketing and promotional activities
• Presenting LRetouch work in its portfolio or service examples
• Internal or professional training
• Service and quality improvement
The permission does not grant LRetouch the right to sell, license, resell, transfer, or otherwise commercially exploit the Client’s order materials as independent commercial assets.
If the Client does not grant permission, LRetouch will not use the applicable order materials for the purposes described above.
For questions regarding the permission associated with a specific order, Clients may contact their assigned Account Manager.
12. Confidentiality & Data
LRetouch may access Client supplied materials and order information as necessary to provide its services.
Such information may be accessed by personnel involved in account management, production, quality control, delivery, billing, and customer support where reasonably necessary.
LRetouch will handle personal information and Client data in accordance with its Privacy Policy.
Where confidentiality obligations have been specifically agreed between LRetouch and a Client, those obligations will continue to apply according to the applicable agreement.
13. Third Party Services & Materials
LRetouch may use third party platforms, software, plugins, licensed materials, storage services, communication services, payment services, or other third party tools to support the provision of its services.
Certain deliverables may also contain or rely on third party licensed materials where applicable.
The availability or use of such third party services and materials may be subject to their respective terms, licenses, restrictions, or technical limitations.
LRetouch does not transfer ownership of third party software, plugins, licenses, or other third party intellectual property to the Client unless expressly agreed otherwise.
14. Limitation of Liability
14.1 Service Responsibility
LRetouch will use reasonable care and professional standards in providing its services and will make reasonable efforts to perform services according to the requirements and instructions accepted for the applicable order.
Where an issue is caused by LRetouch’s failure to follow the agreed requirements, LRetouch will provide an appropriate correction or other reasonable remedy in accordance with the applicable service arrangement.
14.2 Client Provided Materials
LRetouch is not responsible for defects, inaccuracies, limitations, or other issues arising from source files, information, instructions, or materials provided by the Client.
The Client remains responsible for ensuring that submitted materials are accurate, complete, and legally available for use.
14.3 Third Party Services and Materials
LRetouch is not responsible for failures, restrictions, interruptions, or changes caused by third party platforms, software, plugins, licensed materials, payment services, or other third party systems outside LRetouch’s reasonable control.
14.4 Indirect or Consequential Losses
To the extent permitted by applicable law, LRetouch will not be liable for indirect, incidental, special, consequential, or unforeseeable losses arising from the use of its services.
This may include loss of profits, revenue, business opportunities, data, or other indirect commercial losses.
14.5 Liability Limit
To the extent permitted by applicable law, LRetouch’s total liability arising from a particular order will not exceed the total amount paid or payable for the affected order, except where a different liability standard is required by applicable law.
14.6 Client Responsibilities
The Client remains responsible for losses or claims arising from:
• Materials supplied by the Client that infringe third party rights
• Instructions or information provided by the Client that cause the issue
• Unauthorized use of LRetouch services or deliverables
• Breach of these Terms
14.7 Force Majeure
LRetouch will not be responsible for delay or failure to perform obligations where such delay or failure results from circumstances beyond LRetouch’s reasonable control, provided that LRetouch takes reasonable measures to mitigate the impact and resume affected services as soon as reasonably practicable.
15. Suspension & Termination
LRetouch may suspend or restrict access to its services or Client Portal where reasonably necessary, including in circumstances involving:
• Unpaid invoices
• Misuse of the service
• Unauthorized access
• Material violation of these Terms
• Other circumstances that materially affect LRetouch’s ability to provide its services
Suspension or termination does not release either party from payment obligations or other obligations that have already accrued.
For specific commercial agreements, termination conditions and notice requirements may be governed by the applicable agreement.
16. Changes to These Terms
LRetouch may update these Terms & Services from time to time to reflect changes in its services, operations, policies, or applicable requirements.
The updated version will be published on the LRetouch website with an updated revision date.
For existing orders or projects governed by a separate written agreement, the specific terms agreed for those orders or projects will continue to apply where applicable.
17. Contact Us
If you have any questions about these Terms & Services, your order, billing, or LRetouch services, please contact your assigned Account Manager or LRetouch through the contact information below.
LRetouch
Hanoi, Vietnam
Contact: Nguyen Duc Linh
Email: linh.nguye@lretouch.com
Email: linh.nguyen@lretouch.net
Phone: +84 373 333 813