CustomFlix Policies

This page contains a summary of relevant policies for both people purchasing DVDs and tapes via our service ("shoppers"), and people using our service to publish and sell their titles ("producers"). Please see the appropriate section below depending on how you are using our service.

Shopper Policies

Payment Methods
Cancellations
Shipping
Lost Orders
Returns
Privacy

Payment Methods

Credit Cards and Debit Cards
We accept MasterCard, Visa, American Express, and Discover. Debit cards associated with these institutions are also welcome. If you are paying with a MasterCard debit card, simply select MasterCard from the pull down menu on the order form. For Visa debit cards, select Visa.

Problems With Your Card
It is not uncommon to experience difficulties when ordering with your credit card over the Internet. A mistyped name or address may cause the authorization to be rejected. If that happens, please try again and make sure to enter the information exactly as it appears on the card. In order to protect you from credit card fraud CustomFlix has implemented a "three strikes" policy.

Three Strikes
If for any reason your authorization attempts fail three times in a row, we will lock out your current shipping session. This does not mean we won't accept your order, it just means that you will need to close your current browser and then restart it. This will require that you re-enter the CustomFlix site and start a new shopping cart. We also suggest that you use a different credit card when you return to shopping.

While these measures may seem a little severe, they are designed to prevent credit card theft and fraud.

Changing Your Credit Card Information
Once you place an order with us you will be unable to change your credit card information. We ask that if you need to do this, that you cancel your current order and create a new order with the different credit card information. Orders may be cancelled up to the time they are processed and shipped.

If you have any questions about this policy please contact our customer service department at Service@CustomFlix.com.

Cancellations

Once you place an order, you may cancel your order up to the time at which your order is processed and shipped. To see the status of your order, please go to Your Account. Please contact us at Service@CustomFlix.com to cancel your order.

After your order is processed (tapes and/or DVDs produced), you will not be allowed to cancel your order

CustomFlix Customer Shipping Policy

CustomFlix will ship your titles within 2 to 3 business days after you place your order. Most titles will arrive 2 to 4 days after you receive a ship confirmation email from us. We will send you a shipment confirmation email to the address in your account. The email will have the shipment tracking number and the URL of our shipper's web-based tracking tool along with the shipper's customer service number.

Currently, CustomFlix ships via the United States Postal Service. Packages are sent either by First Class or Priority mail depending on the weight of the package. We plan to offer a wider variety of shipping choices in the near future.

Lost Orders

If you think your order may have been lost, please check your shipment confirmation email to locate the tracking number. Then go to www.USPS.com/shipping/trackandconfirm.htm and enter the tracking number in the "track and confirm" box.

USPS will let you know the status of your shipment. (Please remember that it may take some time for USPS to enter your tracking number into their system. Allow 24 hours from the receipt of your shipment confirmation before checking with USPS.)

If you have checked with the USPS and have found no record of your order after 24 hours, please contact Customer Service.

CustomFlix Customer Returns Policy

You may return your purchase if it meets any of the following criteria:

We sent you the wrong title

The DVD or tape you received is physically defective

The content is substantially different from what was advertised

The DVD will not play in your DVD player (see our compatibility page)

Requests for a Return Merchandise Authorization (RMA) for any other reasons than those listed above will not be accepted.

We will issue an RMA to you if you contact us within 2 weeks from the date that you received your shipment. Please use our Problem Report to request an RMA.

Any returns sent to CustomFlix without receiving a prior RMA will be returned to the sender unopened.

CustomFlix Customer Privacy Policy

We value your privacy - please see our Privacy Policy for complete details.

Producer Policies

For your convenience, this is a summary of several important points in the Membership Agreement to give you an overview of our Producer policies. This page is for reference only, and all the terms and conditions of the Membership Agreement take precedence over the information provided here. For specific details on the rights and responsibilities of CustomFlix and our Producers, please see the Membership Agreement.

Intellectual Property Rights
Privacy
Affiliate Program
Offensive Materials
Payment Policy
Hosting

Copyright and Proof of Ownership

CustomFlix.com offers a service by which legitimate owners of video content can publish and sell their titles. We require that all our producers possess the necessary rights to sell and distribute their material through our service, and we expressly prohibit them from using our service to offer content that infringes anyone's intellectual property rights, especially copyright. Please see our Copyright Overview for additional details about Copyrights.

While our service is designed to prohibit a producer from offering content to which they do not own rights, it is possible to abuse our system and infringe upon a third party's intellectual property. If you believe that such a violation has occurred, please follow the procedures on the Intellectual Property Rights page.

Privacy

We respect your privacy. Under normal circumstances, we will not sell, rent or give any of your identifiable personal information to any third party. The exception to this is that if a third party should credibly allege that you have violated their Intellectual Property Rights we may share your information with them. We also will comply with all legally mandated disclosures of information, including criminal investigations.

As part of your monthly sales reports, we will give you the contact information of customers who have bought your titles. You agree to use this customer information for your own business purposes in an appropriate manner that will not reasonably engender customer complaints to us.

Please be aware that your E-Store is not private. We do not control who may access your E-Store nor who may order your titles. For more information about other Privacy policies at CustomFlix see Section 7 of the Membership Agreement and our Privacy Policy for Shoppers.

Affiliate Program

To help spread the word about CustomFlix, we'll pay you to refer your friends and colleagues. Here's how our Affiliate Program works: Tell people about our service and make sure to give them your producer ID. For each producer that signs up and lists your ID on their membership form, we'll pay you a direct Affiliate fee of $0.50 per DVD or VHS they sell. In addition, for the first title they sign up, we'll pay you $10, $20, or $30 (for Video Publishing Package, Video Publishing Package plus DVD Transfer, or Video Publishing Package plus Pro DVD Transfer respectively.) If people you refer then tell their friends, you'll get $0.25 per unit sold by these indirect referrals.

You cannot refer yourself, nor use spam (unsolicited email and postings) to generate referrals. For more details on the Affiliate program, please see Section 5 of our Membership Agreement.

Acceptable and Unacceptable Content

CustomFlix does not allow materials that would typically be classified as "X-rated" to be sold through our service. In order to purchase any material that would be inappropriate for minors, such as material that would typically be "R-rated", the purchaser must indicate to us that they are at least 18 years of age. For more specific details on acceptable and unacceptable content, please see Section 4 of the Membership Agreement.

Payments

You may view your account to see the status of your titles, the number of sales made in a given month, Affiliate credits earned, and the balance due to you.

Within 7 days of the end of each month, we will mail you a check for the sales of your titles made in the previous month. To this amount we will add any Affiliate credits earned in the previous month, and subtract any returns and charges that were made in the previous month. For example, we will send you a check within a week of the end of April for the sales made in March less any returns and charges in March.

If the balance we owe you is less than $10.00, we will hold your payment until your balance becomes at least $10.00. For more details, please see Section 6 of the Membership Agreement.

Returns
Customers have two weeks from when they receive a unit to return it under the terms outlined in the Shopper's Policies section of this page. For legitimate returns, we will deduct the sales credit from your account but not charge you extra fees. If we accept returns due to misrepresentation of the content of your title, in addition to deducting sales credits from your account, we will also charge you a fee of $10 per return, plus put the title on hold and possibly take other actions including terminating your account. Please see Section 4 of the Membership Agreement for additional details.

Hosting

As part of your e-store, we provide hosting for a streaming trailer. You can create your own trailer or for $9.95 we can create a streaming trailer for you. We don't charge you any extra fees for customers viewing your trailers, but we do have limits on how many times the trailer can be viewed in respect to how many sales have been made of the title. This prevents our service from being abused for low-cost stream hosting.

For every sale made of your title, 30 viewers can watch your streaming trailer. If more than 30 viewers attempt to watch the trailer per sale, an error will inform the viewer that the trailer is not currently available. Once a sale is made, 30 more viewers may watch the title.

Masters

After a video title has been sent to CustomFlix, there is a handling fee if the producer wishes to update the DVD master. If the producer sends in a replacement DVD, there is a $25 handling fee. If the producer desires a new encoding and authoring (for example, to add new chapter points), the full transfer fee is due.