Terms of service

Agreement to terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you and Gelatin Labs LLC (“Gelatin Labs,” “we,” “us,” or “our”), a New Jersey limited liability company. By placing an order, submitting film or other materials, using our website at gelatinlabs.com, purchasing products from our retail locations, or using any of our services, you agree to be bound by these Terms.

If you do not agree to these Terms, please do not use our services or submit materials to us.

Our services

Gelatin Labs provides film development, scanning, printing, archival, and related photographic services, as well as retail sales of film, cameras, and photographic supplies. Services are available through mail-in, walk-in drop-off at our locations, and through our website.

Orders and payment

By placing an order, you agree to pay all fees associated with the services you have selected at the prices listed at the time of your order. Prices are subject to change without notice, though any price changes will not affect orders already placed.

Payment is due upon order placement for online, mail-in, and walk-in orders. We accept major credit cards and other payment methods as listed on our website and at our locations.

We reserve the right to refuse or cancel any order at our discretion, including for pricing errors, suspected fraud, or service unavailability. If we cancel your order, you will receive a full refund.

Order accuracy is your responsibility. You are responsible for reviewing and confirming all order options — including film format, processing type, scan resolution, and any add-on services — before placing your order. We provide detailed service descriptions, help text, an FAQ page, and the ability to contact us with questions prior to ordering. Gelatin Labs will process your order as submitted unless our team identifies an incompatibility (for example, submitting 120 film with 35mm processing selected), in which case we will contact you before proceeding. We are not responsible for results arising from incorrect options selected by the customer, and incorrectly placed orders are not eligible for refunds or re-processing at no charge.

Order adjustments and follow-up invoicing. If our team identifies that your order was placed incorrectly or that additional services are required beyond what was originally paid (for example, more rolls submitted than ordered, or a different processing type needed), we reserve the right to process the order as needed and issue a follow-up invoice for the difference. This allows us to keep your order moving without unnecessary delays. For larger discrepancies, we will reach out to confirm how you would like to proceed before beginning work. By submitting materials to Gelatin Labs, you agree to pay any follow-up invoices issued for services rendered on your order.

Film submission and customer materials

When you submit film, negatives, prints, or other materials (“Customer Materials”) to Gelatin Labs for processing, you acknowledge and agree to the following:

Ownership and authorization. You represent that you are the rightful owner of, or are authorized to submit, all Customer Materials. You retain full ownership of your Customer Materials at all times. Gelatin Labs does not claim any ownership, copyright, or usage rights over any customer work that we process, scan, print, or handle in any capacity.

Condition of materials. You are responsible for ensuring that materials are properly packaged and labeled before submitting them. We are not responsible for materials that arrive without proper identification, in damaged packaging, or without an associated order.

Unclaimed materials. We will hold processed film and negatives for a period of 90 days after notification that your order is complete. After 90 days, we will make reasonable efforts to contact you. Materials unclaimed after 120 days from completion may be disposed of at our discretion. We are not liable for materials disposed of after this period.

Local pickup hold period. For orders designated for local pickup, processed negatives and materials will be held for 10 business days from the date you are notified that your order is ready. After this period, unclaimed materials will be handled according to the unclaimed materials policy above.

Nature of film and photographic processes

By submitting film for processing, you acknowledge and accept that:

Film is an imperfect medium. Variations in results — including but not limited to color shifts, density variations, grain, light leaks, and fogging — may result from factors such as the age and storage conditions of the film stock, camera malfunction or light leaks, incorrect exposure or metering, manufacturer defects in the film emulsion, and environmental exposure (heat, humidity, radiation, X-rays). These variations are not considered defects in our service.

Expired and improperly stored film. We process expired and cold-stored film regularly, but results from expired or improperly stored film are unpredictable by nature. We are not responsible for results attributable to the condition of the film prior to our receipt of it.

Blank or unexposed rolls. Occasionally a roll will yield no images. This can be caused by camera malfunction, incorrect film loading, or unexposed film. When we identify a blank roll, we will note it in your order and credit back the cost of services not rendered (scanning, printing, or other output services) for that roll. A blank roll is not grounds for a claim beyond this credit.

Cross-processing and specialty requests. Cross-processing (such as E-6 film in C-41 chemistry) and other non-standard processing requests carry inherent risks and produce unpredictable results. We will fulfill these requests to the best of our ability, but results are not guaranteed and are accepted as-is.

Limitation of liability

When refunds apply. Refunds are issued only in cases where Gelatin Labs is directly at fault for an issue with your order — for example, a processing error caused by our equipment, a chemical contamination on our end, or a handling mistake by our team. Issues arising from film condition, camera malfunction, customer order errors, carrier damage, or other factors outside our control are not eligible for refunds.

Maximum liability. In cases where Gelatin Labs is at fault, our total liability is limited, at our sole option, to one of the following: a refund of the processing and scanning fees paid for the affected order, replacement with an equivalent quantity of unexposed film of comparable type and format, or a credit toward future services of equal value to the fees paid.

No consequential damages. To the maximum extent permitted by law, Gelatin Labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of irreplaceable images, sentimental value, lost profits, emotional distress, or loss of opportunity, regardless of whether we have been advised of the possibility of such damages.

Aggregate cap. Our total aggregate liability to you for all claims arising out of or related to our services shall not exceed the total amount you paid to Gelatin Labs for the specific order giving rise to the claim.

Our commitment to transparency

In the event of a processing error attributable to Gelatin Labs (such as chemical contamination, machine malfunction, or handling error), we will promptly notify you, provide an honest explanation of what occurred, and offer a remedy consistent with the limitation of liability described above.

Determinations of whether an issue was caused by our process or by external factors (film condition, camera issues, shipping damage) will be made by Gelatin Labs in good faith and at our reasonable discretion, informed by our professional experience.

Turnaround times

Business days and processing schedule. Our processing days are Monday through Friday. Gelatin Labs is closed on all federal holidays, and these days are not counted as business days. Turnaround time begins when we physically receive and check in your order at our facility — not when the order is placed online or dropped off at a partner location.

Flexible Standard turnaround. Orders placed with our Flexible Standard turnaround are subject to estimated, not guaranteed, delivery windows. By selecting Flexible Standard, you acknowledge that the stated turnaround is an estimate and may vary depending on order volume, service complexity, equipment maintenance, and other operational factors. Delays in Flexible Standard turnaround do not entitle customers to refunds, discounts, or other remedies.

Fast Pass (rush) service. Customers who require a guaranteed processing window should select our Fast Pass service. Fast Pass orders are prioritized and processed within the guaranteed timeline stated at the time of purchase. In the event that we fail to deliver a Fast Pass order within the guaranteed window — and have not communicated the delay to you in advance due to reasonable circumstances such as force majeure events, severe weather, or carrier disruptions — we will provide a partial credit or refund of the rush fee at our discretion.

Partner drop-off locations. If you drop off materials at one of our partner drop-off locations, please be aware that retrieval schedules from these locations are maintained on a best-effort basis and are not guaranteed. Turnaround time does not begin until your materials are retrieved from the partner location and checked in at our lab. If you are working on a deadline, we recommend shipping directly to our lab or dropping off in person at one of our Gelatin Labs locations.

We will make reasonable efforts to meet all stated estimates, and if your order will be significantly delayed beyond the expected timeframe, we will notify you.

Digital scan delivery and file retention

Scan delivery. Digital scans are delivered through your online account or via a download link, depending on the service selected. Download links expire after a set period (noted at the time of delivery). It is your responsibility to download and back up your scan files before the link expires.

File retention. Gelatin Labs does not serve as a long-term storage or backup service for digital scan files. Once scans have been delivered and the download period has elapsed, we do not guarantee that files will remain available. If you need scans re-delivered after the download window, we may be able to accommodate the request, but this is not guaranteed and may be subject to a fee.

Color and tone. Scans are produced using our professional equipment and scanning profiles (including GelForm profiles where selected). While we strive for accurate, high-quality results, color rendering and tonal characteristics are influenced by the film stock, exposure, and our scanning interpretation. Minor variations between scans and what you see on your monitor are normal and may be attributable to differences in display calibration. Scans are not grounds for a claim based on subjective color or tonal preferences.

Rescanning. If you believe there is an objective technical issue with your scans (such as incorrect orientation, cropping errors, dust or debris, or file corruption), contact us and we will review and rescan if warranted at no additional charge. Requests based on subjective aesthetic preference may be accommodated at our discretion and may be subject to a rescanning fee.

Shipping and carrier liability

Inbound shipping (you to us). You are responsible for safely packaging and shipping Customer Materials to our lab. We strongly recommend using a trackable shipping method with delivery confirmation. Gelatin Labs is not responsible for materials that are lost, damaged, or delayed by the postal service or any shipping carrier (USPS, FedEx, UPS, or any other carrier) during inbound transit. Title and risk of loss remain with you until materials are received and checked in at our facility.

Outbound shipping (us to you). We will package processed materials with reasonable care for return shipping. Once materials are tendered to the shipping carrier for return delivery, risk of loss transfers to the carrier. Gelatin Labs is not responsible for loss, damage, theft, or delay caused by the carrier during outbound transit.

Carrier claims. If your materials are lost or damaged during shipping, the claim must be filed directly with the carrier. We will cooperate with you and the carrier to the extent reasonably possible to support your claim, but we are not financially responsible for carrier-caused loss or damage.

Shipping insurance. We encourage customers shipping irreplaceable or high-value materials to purchase shipping insurance through the carrier. Gelatin Labs does not provide shipping insurance.

Confidentiality and legal reporting obligations

We respect the privacy of the images and materials submitted to our lab. Our team handles Customer Materials with discretion and professionalism, and we do not share, publish, or distribute your images without your permission.

However, we are legally and ethically obligated to report to law enforcement any materials that depict or suggest criminal activity, including but not limited to child sexual abuse material (CSAM), evidence of child exploitation or endangerment, evidence that a person may be in danger or at risk of harm, and any other content that may constitute a criminal offense under federal or New Jersey state law.

In such cases, we will cooperate fully with law enforcement, which may include preserving and providing relevant materials and order information. This obligation exists regardless of any other confidentiality expectations and is not negotiable.

We also reserve the right to refuse service and decline to process any materials that, in our reasonable judgment, depict illegal activity.

Intellectual property

You retain all rights to your photographs and Customer Materials. We do not claim ownership of your images.

From time to time, we may wish to feature customer images on our website, social media, or marketing materials. We will always ask for your permission first and provide proper credit. You may decline or withdraw permission at any time by contacting us.

All content on gelatinlabs.com, including text, graphics, logos, icons, and software, is the property of Gelatin Labs or its licensors and is protected by applicable intellectual property laws.

Website and account use

You agree to provide accurate information when creating an account or placing an order. You are responsible for maintaining the confidentiality of your account credentials. You must be at least 18 years of age to use our services or make purchases.

You agree not to use our website in any way that violates applicable law, infringes on the rights of others, or interferes with the operation of our services.

Retail, product sales, and refunds

Products purchased from our online store or retail locations are subject to availability. Product descriptions and images are provided for informational purposes; minor variations may occur.

Film stock. All film rolls and film stock purchased from our Film Shop are final sale and are not eligible for returns or exchanges. Film is a temperature-sensitive, perishable product, and we cannot verify the storage conditions of returned film stock. If you receive a defective or incorrect product, contact us and we will make it right.

Other retail products. Unopened, unused non-film products (cameras, accessories, supplies) in original packaging may be returned within 14 days of purchase for a refund or exchange, unless otherwise noted at the time of sale. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Gift cards. Gift cards are non-refundable after seven (7) days from the date of purchase. Within the first seven days, a full refund may be issued to the original payment method provided the gift card has not been redeemed. Gift cards do not expire.

Service orders. Refunds for film processing, scanning, printing, and other service orders are available within fourteen (14) days of the order being placed, provided we have not yet begun processing your materials. After 14 days, or once processing has begun, refunds are no longer available. In these cases, we may offer store credit at our discretion on a case-by-case basis.

Dispute resolution and governing law

These Terms are governed by and construed in accordance with the laws of the State of New Jersey, without regard to its conflict of law principles.

In the event of any dispute arising out of or relating to these Terms or our services, you agree to first contact us at in**@*********bs.com and attempt to resolve the matter informally. We will work with you in good faith to find a fair resolution.

If informal resolution is not successful, any legal action shall be brought exclusively in the state or federal courts located in Essex County, New Jersey, and you consent to the personal jurisdiction of those courts.

Force majeure

Gelatin Labs shall not be liable for any delay or failure in performance resulting from causes beyond our reasonable control, including but not limited to natural disasters, fire, flood, severe weather, pandemics or public health emergencies, power outages, equipment failure, supply chain disruptions (including chemistry and film stock shortages), acts of government, labor disputes, carrier disruptions, or any other event that is unforeseeable or beyond our ability to prevent. In such cases, our obligations will be suspended for the duration of the event, and we will resume services as soon as reasonably practicable.

Right to refuse service

We reserve the right to refuse or discontinue service to any customer at our discretion, including but not limited to situations involving abusive or threatening behavior toward our staff, repeated failure to pay for services or retrieve materials, submission of materials depicting illegal activity, attempts to misuse our services or exploit our policies, or violations of these Terms.

Claims and dispute timeline

Any claim related to damaged, lost, or unsatisfactory processing must be submitted in writing to in**@*********bs.com within 30 days of order completion or delivery. Claims submitted after this period may not be eligible for a remedy. We will review all timely claims promptly and in good faith.

Indemnification

You agree to indemnify and hold harmless Gelatin Labs, its owners, employees, and agents from any claims, losses, damages, liabilities, and expenses (including reasonable attorneys’ fees) arising out of your breach of these Terms, your misuse of our services, your violation of applicable law, or your submission of materials that infringe on the rights of any third party.

Modifications to terms

We reserve the right to update or modify these Terms at any time. Changes will be posted on this page with an updated “last updated” date. Your continued use of our services after changes are posted constitutes acceptance of the revised Terms. Material changes will be communicated via email or a notice on our website.

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

Entire agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Gelatin Labs regarding the use of our services and supersede any prior agreements.

Contact us

Questions about these Terms? Reach us at:

Gelatin Labs LLC
515 Valley Street, Maplewood, NJ 07040
in**@*********bs.com