We restore family photographs, wedding portraits, military service shots, and memorial images that often can't be replaced. Here is exactly how we look after them — written in plain English, with links to the full legal documents for anyone who wants the long version.
Every upload is tied to your account and protected by your password. No one at Photo Repair Lab opens or views your uploads in the normal course of business. We may briefly access an image only if you specifically ask us to investigate a problem you're reporting — and then only for as long as it takes to solve it.
Files are encrypted while travelling between your browser, our servers, and storage. Once stored, they remain encrypted at rest. Only short-lived, signed download links are issued, and they expire automatically.
We don't operate any model training pipeline. The AI that restores, colourises, and upscales your photographs is run by specialist inference providers, and every one of them is bound by contract not to use customer content for training. We've also disabled any feature that would let our providers retain your photographs beyond the immediate processing window.
The named providers (and what they do) are listed in the Privacy Policy — that's the canonical legal disclosure. We deliberately don't repeat the list here so that this page stays timeless even when the underlying stack changes.
Original uploads and AI-generated results are automatically deleted from our servers 30 days after processing. You can delete an individual result earlier from the History page. You can delete your entire account at any time — when you do, your remaining files are removed immediately and your account record is anonymised within 30 days, except where we're required by law to retain limited financial records (invoices, tax data).
Everything travels over TLS. Stored files are encrypted on the storage layer. Passwords are salted and hashed with bcrypt — we never see or store your plaintext password and can't recover it (we can only reset it). Payment card details never touch our servers; they go directly to our PCI-DSS Level 1 payment processor.
We use an error-monitoring service to catch crashes early, but it's configured to strip personally identifiable information from the events it receives. Your uploads and email content are never sent to the monitoring service.
AI restoration is probabilistic — sometimes a job fails, sometimes the output isn't what you hoped for. When the AI returns a failure or your image is rejected by content rules, your credits are automatically refunded to your account within seconds. No support ticket required.
For other concerns (a result that completed but you're unhappy with it, a charge you didn't recognise, a dispute about a credit purchase), email support@photorepairlab.com and we'll work it out with you. Credit purchases are eligible for refund within the window set out in our Refund Policy.
You can, at any time:
If you're in the EU, UK, California, or Australia, you have additional rights under GDPR, UK GDPR, CCPA/CPRA, or the Australian Privacy Principles. We honour all of them — the Privacy Policy spells out the legal basis for each.
We restore a lot of photographs for funerals, memorial services, anniversary surprises, and family reunions — work where the deadline is fixed and the emotional stakes are high. Most restorations finish in under sixty seconds, so you can prepare a service program or a tribute slideshow the same day you find the original.
If you're working on a memorial or anniversary project and have a question we haven't answered here, email support@photorepairlab.com and we'll respond personally — usually within a few hours during Australian business hours, longer outside them.
We're a small team, which means there's no support-ticket maze and no chatbot. Email support@photorepairlab.com or use the contact form, and a human will respond.
For privacy-specific questions, you can also email support@photorepairlab.com with "Privacy" in the subject line.