Shipping & delivery

1. Scope and responsibility

This policy applies to Spotted photo downloads purchased from LOVEIT LABS (Pty) Ltd, registration number 2026/840936/07. LoveIt Labs is responsible for delivery and customer support even where an event organiser supplies the photos or receives part of the sale proceeds.

Watch This is covered by our terms of use and privacy policy, but currently has no paid consumer offering under this delivery policy.

2. What you receive

Your purchase is an event-photo bundle containing the available photos of you, not the whole event library. There is no guaranteed photo count. If we cannot supply any usable photos of you by the agreed deadline, the full-refund rules apply.

We prepare JPEG photos in a downloadable ZIP archive and email a private download link to the address used for your purchase. The photos may carry the event's branding or watermark as described before payment. The purchase does not automatically include unbranded or camera-original files.

You need internet access, sufficient device storage, and software capable of opening ZIP archives and JPEG images. Your own internet or mobile-data costs are not shipping charges and are not charged by LoveIt Labs.

3. Photos already available when you buy

We will make your download available and send the delivery notification within 24 hours after payment is confirmed. Payment confirmation means a successfully verified payment, not simply opening checkout, authorising a pending payment, or providing a screenshot.

Check your email address before purchase. If the message is missing, check spam or junk folders and your Spotted download area, then contact support. We will investigate failed or misdirected delivery; an email problem does not erase our responsibility to supply a working download.

4. Advance purchases

Where an event offers advance purchases, sales open no more than six months before the event. The offer must state an event-specific "photos available by" date before you pay, and the confirmation must repeat it. Do not rely on an unspecified promise that photos will arrive whenever the photographer uploads them.

Advance payment can happen well before the event. Its delivery deadline is the date you agreed to, not 24 hours after payment. We remain responsible for that date if an organiser uploads late, and will not change it without your express agreement.

For event and cancellation times, use the scheduled start communicated for the event; times are South African Standard Time (SAST, UTC+2) unless the offer explicitly states another time zone.

5. Download links and the retrieval window

Each download link may expire after seven days for security. Your purchase includes a minimum 30-day retrieval window starting only when the photos are available and you have been notified. It does not start on the payment or event date.

If a link expires, contact support for a replacement. Link expiry alone does not require a new purchase. Replacement links are free while the purchased photos remain retained and your access is valid, including throughout the promised retrieval window.

Save the files locally during that window. We do not promise permanent hosting, and a later request cannot recover files that have been lawfully removed. The 30-day window is not a promise to delete all source photos or personal information on day 30; the privacy policy explains those separate retention rules.

If we cannot provide access as promised, contact us for the applicable remedy. Necessary legal or privacy restrictions do not automatically remove your consumer rights.

6. Delays, cancellations, and postponements

If an event is cancelled, we initiate a full refund. If it is postponed, you may choose a full refund or expressly accept keeping your purchase with a revised delivery date. We will not silently carry your payment forward or extend its deadline.

If we cannot supply any usable photos of you by the agreed deadline, you qualify for a full refund without deductions for platform or payment-processing fees. If a ZIP is corrupt, a link does not work, or the contents materially differ from what was sold, contact us promptly so we can investigate and provide a working delivery or the refund or other remedy you are entitled to.

See the refund policy for cancellation rights, refund initiation, and payment-provider timing. Statutory rights remain available even if not separately described here.

7. Delivery support

Email support@loveitlabs.co.za with your order or payment reference, event name, purchase email, and a description of the problem. Do not send passwords, card security codes, or full card details. Replacement-link and delivery issues may be handled with support assistance rather than automatically in the app.