Terms of service

Last updated: July 28, 2026

1. OVERVIEW

This website is operated by GENOTONG GROUP CO., LTD. Throughout this website, the terms “GENOTONG,” “we,” “us,” and “our” refer to GENOTONG GROUP CO., LTD.

GENOTONG provides this website, including all information, products, personalized production services, tools, and features available through the website, subject to your acceptance of these Terms of Service.

The terms “you,” “your,” and “customer” refer to any person who visits this website, submits photographs or customization materials, places an order, or purchases a product from GENOTONG.

By visiting this website, submitting photographs or other content, or placing an order, you agree to these Terms of Service and the policies referenced in them.

Please read these Terms of Service carefully. If you do not agree with them, you should not use the website or place an order.

Nothing in these Terms of Service limits any mandatory consumer rights or protections that cannot lawfully be excluded or restricted.

2. STORE INFORMATION

GENOTONG sells personalized photo reel viewers, custom photographic film reels, center labels, personalized photo keepsakes, accessories, gift packaging, and related products.

Our online store is hosted through the Shopify ecommerce platform. Payments may be processed by Shopify Payments, PayPal, card providers, banks, or other third-party payment services available during checkout.

GENOTONG is responsible for the products sold through this website, including customization, production, order processing, customer service, shipment arrangements, and applicable remedies.

3. ELIGIBILITY

By using this website or placing an order, you confirm that you are legally capable of entering into a binding agreement in your jurisdiction.

If you are not legally able to enter into a binding agreement, you may use the website only with the permission and supervision of a parent or legal guardian.

You may not use this website or our products for any unlawful, fraudulent, abusive, misleading, or unauthorized purpose.

4. PRODUCT INFORMATION

GENOTONG makes reasonable efforts to display product descriptions, photographs, colors, materials, dimensions, prices, customization options, processing times, and availability accurately.

However, colors and appearance may vary slightly between a digital screen, digital proof, uploaded file, printed cardstock, photographic film, and the final physical product.

These differences may be caused by:

• Screen brightness and display settings
• Device color settings
• Photograph lighting
• Camera settings
• Printing materials
• Cardstock texture and absorption
• Photographic film processing
• Manufacturing batches
• Cutting, positioning, and assembly
• Natural or artificial lighting

Small differences in color, brightness, contrast, size, positioning, cropping, or appearance that do not materially affect the product’s normal use or overall quality are considered normal characteristics of personalized production and are not automatically considered defects.

Product photographs may include sample photographs, props, accessories, gift packaging, decorations, or personalized examples that are not included unless specifically stated in the product description or selected order option.

5. PERSONALIZED AND CUSTOM-MADE PRODUCTS

Many GENOTONG products are created individually using photographs, names, dates, messages, colors, layouts, quantities, designs, and other customization details provided by the customer.

Customers are responsible for reviewing all submitted information carefully, including:

• Photograph selection and photograph order
• Names, dates, spelling, punctuation, and messages
• Viewer color and product style
• Number of viewers and film reels
• Center-label text or images
• Shipping address and contact information
• Any special instructions

Once personalized production has started, changes, cancellations, or refunds may no longer be possible, except where required by applicable law or expressly approved by GENOTONG.

Because personalized products are made specifically for an individual customer, they generally cannot be resold to another customer.

6. CUSTOMER PHOTOGRAPHS AND SUBMITTED CONTENT

Customers may submit photographs, text, names, dates, logos, illustrations, designs, messages, or other materials for the purpose of creating a personalized product.

You retain ownership of the materials you submit.

By submitting materials to GENOTONG, you grant us a limited, non-exclusive right to access, copy, crop, resize, reposition, adjust, reproduce, print, expose onto photographic film, assemble, store temporarily, and otherwise process the materials only as reasonably necessary to:

• Prepare your personalized order
• Create a digital proof or preview
• Produce and assemble the product
• Perform quality inspection
• Package and deliver the order
• Provide customer support
• Resolve a production, delivery, payment, or legal issue

GENOTONG will not use a customer’s personal photographs for public advertising, social media, product listings, promotional materials, or portfolio purposes without the customer’s permission, except where otherwise permitted or required by applicable law.

By submitting content, you confirm that you own the content or have the necessary legal permission to use and reproduce it for the requested personalized product.

You must not submit content that:

• Infringes another person’s copyright, trademark, privacy, publicity, or other legal rights
• Is unlawful, fraudulent, threatening, hateful, abusive, or harassing
• Exploits or endangers children
• Contains unlawful sexual content
• Promotes terrorism, discrimination, violence, or illegal activity
• Contains malware, harmful code, or material intended to interfere with the website

GENOTONG may refuse or cancel an order if we reasonably believe the submitted content violates these Terms, applicable law, payment-provider requirements, carrier restrictions, or platform policies.

7. PHOTOGRAPH QUALITY, CROPPING, AND ADJUSTMENTS

The final appearance of a personalized product depends on the quality, resolution, lighting, dimensions, composition, orientation, and aspect ratio of the photographs submitted by the customer.

To fit photographs into the physical reel format, GENOTONG may need to:

• Crop or resize an image
• Reposition faces or important subjects
• Adjust image orientation
• Make minor brightness or contrast adjustments
• Add small borders to preserve important parts of an image
• Duplicate and align images for the two viewing windows
• Slightly adjust positioning to fit the printing and cutting area

The dimensions or proportions shown in a digital preview may differ slightly from the final physical printing because the image must be fitted, printed, cut, and assembled into the reel.

These minor differences are normal unless the finished product materially differs from the customer’s submitted or approved design.

GENOTONG is not responsible for limitations caused by photographs that are blurry, dark, low resolution, heavily compressed, incorrectly oriented, previously cropped, damaged, or unsuitable for the selected format.

Where reasonably possible, we may contact the customer to request replacement photographs. This may extend the production time.

8. DIGITAL PROOFS AND CUSTOMER APPROVAL

GENOTONG may provide a digital proof or preview for certain personalized orders.

A digital proof is intended to show the approximate:

• Photograph arrangement
• Text and spelling
• Cropping
• Positioning
• Layout
• Center-label design

A digital proof is not an exact representation of the final physical color, brightness, contrast, film appearance, printed dimensions, cardstock appearance, or final positioning.

When a proof is provided, the customer is responsible for reviewing it carefully.

Customer approval authorizes GENOTONG to proceed with production based on the approved version.

GENOTONG will not normally be responsible for an error that was clearly visible in an approved proof, unless the final physical product materially differs from the approved proof.

If the customer does not respond to a proof request within the timeframe stated in our message, production or delivery may be delayed.

For orders where a proof is not requested or provided, production will be completed according to the photographs, files, order selections, and customization instructions submitted by the customer.

9. REAL PHOTOGRAPHIC FILM PRODUCTION

GENOTONG personalized photo reels may be produced using real photographic film.

Depending on the selected product and production method, the process may include:

• Image preparation
• Layout adjustment
• Photographic exposure
• Film developing and processing
• Cleaning and drying
• Cutting
• Reel assembly
• Viewer testing
• Final quality inspection

Because each reel is individually produced, slight variations may occur in:

• Color
• Brightness
• Contrast
• Film grain
• Image size
• Positioning
• Cropping
• Alignment
• Cardstock printing
• Cutting and assembly

A digital PDF, computer preview, or screen image may therefore look slightly different after it is physically printed onto cardstock or photographic film.

Minor variations that do not materially affect normal use or overall product quality are normal characteristics of personalized photographic film production and are not automatically considered defects.

If the final product contains a material production error caused by GENOTONG, we will provide an appropriate remedy in accordance with our Return, Exchange and Refund Policy and applicable law.

10. ORDERS AND ORDER ACCEPTANCE

Submitting an order does not automatically mean that GENOTONG has accepted it.

An order is accepted when GENOTONG confirms the order, verifies payment where necessary, and determines that the selected product and customization can reasonably be produced.

We may contact the customer for additional information when:

• Required photographs are missing
• Customization details are incomplete
• The photograph quantity does not match the selected reel quantity
• Submitted files cannot be opened
• Photographs are unsuitable for production
• Instructions are unclear or conflicting
• Payment or delivery information requires verification

GENOTONG may refuse or cancel an order because of suspected fraud, payment failure, an obvious pricing error, stock unavailability, technical problems, unlawful content, production limitations, delivery restrictions, or another legitimate reason.

If GENOTONG cancels an accepted order that has not been fulfilled, the applicable refund will be issued to the original payment method.

11. PRICES, PAYMENTS, AND BILLING

Prices are displayed in the currency shown on the website or during checkout.

Prices may change without notice, but a price change will not normally affect an order that has already been accepted and paid.

Shipping charges, taxes, customs duties, import fees, currency-conversion charges, or other applicable amounts may be displayed separately during checkout or collected by the relevant carrier, authority, bank, or payment provider.

Customers agree to provide complete and accurate billing, payment, email, telephone, and delivery information.

GENOTONG may cancel, limit, or request additional verification for an order where payment information appears inaccurate, unauthorized, fraudulent, or inconsistent.

GENOTONG is not responsible for additional charges imposed independently by a bank, card issuer, payment provider, or currency-conversion service.

12. PROMOTIONS, DISCOUNTS, AND FREE GIFTS

Promotions, discount codes, complimentary products, free gifts, and limited-time offers are subject to the conditions displayed with the relevant offer.

Unless expressly stated otherwise:

• Only one discount code may be used per order
• Discounts cannot be applied after an order has been completed
• Discounts and free gifts have no cash value
• Promotions may be limited by product, customer, quantity, location, or date
• Complimentary items are subject to availability
• Free items cannot normally be exchanged for cash or another product

GENOTONG may correct or withdraw a promotion affected by an obvious technical, pricing, or publication error.

13. PRODUCTION AND PROCESSING TIMES

Estimated production or processing times are displayed on the website or communicated to the customer.

Processing time begins after GENOTONG has received:

• Successful payment
• All required photographs
• Complete customization instructions
• Customer approval of a proof, when approval is required

Processing estimates do not include weekends, public holidays, carrier transit time, customs clearance, or delays caused by incomplete customer information.

Personalized production times are estimates unless GENOTONG expressly confirms a guaranteed dispatch date in writing.

14. SHIPPING AND DELIVERY

Shipping methods, estimated delivery timeframes, tracking information, address requirements, and delivery conditions are explained in our Shipping Policy.

Customers are responsible for providing a complete and accurate delivery address.

Delivery estimates begin after production has been completed and the order has been dispatched.

Unless expressly guaranteed in writing, an estimated delivery date is not a guaranteed delivery date.

Carrier delays, tracking delays, customs inspections, severe weather, incorrect addresses, unsuccessful delivery attempts, or other circumstances outside GENOTONG’s reasonable control may affect delivery.

Where an order cannot be dispatched within a specifically promised timeframe, GENOTONG will provide an updated estimate and any cancellation or refund option required by applicable law.

Claims involving loss or damage during transportation will be handled according to applicable law, carrier procedures, our Shipping Policy, and our Return, Exchange and Refund Policy.

15. RETURNS, EXCHANGES, CANCELLATIONS, AND REFUNDS

Returns, replacements, exchanges, cancellations, and refunds are governed by our Return, Exchange and Refund Policy.

Because personalized products are created using customer-selected photographs and customization details, they are generally final sale after personalized production has started.

This does not affect any mandatory consumer rights or remedies that cannot legally be excluded.

A minor difference between a digital preview and a finished physical product is not automatically considered a defect.

Where a customer reports a possible defect, damage, incorrect item, or production error, GENOTONG may request:

• Clear photographs or video of the item received
• Photographs of the packaging
• Measurements of the printed or physical product
• A comparison with the submitted or approved file
• The order number and delivery information

Customers should not discard, alter, repair, disassemble, or return the product until GENOTONG has reviewed the issue and provided instructions.

If a material defect or production error caused by GENOTONG is confirmed, we will provide an appropriate remedy in accordance with the applicable policy and law.

16. INTELLECTUAL PROPERTY

Except for customer-submitted materials and third-party content, this website and its original contents are owned by or licensed to GENOTONG.

This may include:

• The GENOTONG name and branding
• Logos and visual identity
• Website layout and design
• Product photographs created by GENOTONG
• Original text, graphics, videos, illustrations, and designs
• Custom website code and content

You may use this website for personal shopping purposes.

You may not reproduce, republish, sell, distribute, scrape, modify, reverse engineer, or commercially exploit our content without prior written permission, except where permitted by applicable law.

Reference to a third-party trademark, product, carrier, payment provider, service, or platform does not imply ownership, sponsorship, or endorsement unless expressly stated.

17. REVIEWS, FEEDBACK, AND COMMUNICATIONS

Customers may voluntarily submit genuine reviews, feedback, photographs, suggestions, or other communications.

Reviews must reflect the customer’s genuine experience and must not contain unlawful, misleading, abusive, defamatory, discriminatory, private, or infringing content.

GENOTONG may shorten a displayed customer name for privacy and may make minor spelling, grammar, or formatting corrections that do not materially change the meaning of a genuine review.

GENOTONG will not knowingly present fabricated reviews as genuine customer reviews or describe a review as a verified purchase unless the purchase can reasonably be verified.

By voluntarily submitting a review or feedback for publication, you grant GENOTONG permission to display and reproduce that review in connection with our website and business, subject to applicable privacy and consumer-protection laws.

18. THIRD-PARTY SERVICES AND LINKS

The website may contain links to or integrations with third-party services, including payment providers, carriers, social networks, messaging services, review platforms, analytics providers, or other websites.

GENOTONG does not control every third-party service and is not responsible for third-party content, availability, security practices, fees, policies, or privacy practices.

Use of a third-party service may be subject to that provider’s own terms and policies.

19. PROHIBITED USES

You may not use the website:

• For an unlawful or fraudulent purpose
• To violate intellectual-property, privacy, or publicity rights
• To submit false, misleading, stolen, or unauthorized information
• To transmit malware, viruses, harmful code, or automated attacks
• To collect information about other users without authorization
• To interfere with the security or operation of the website
• To impersonate another person or business
• To make fraudulent or unauthorized payment attempts
• To make an intentionally fraudulent chargeback
• To scrape, copy, or commercially exploit website content without permission
• To submit content prohibited under these Terms

GENOTONG may restrict or terminate access where we reasonably believe these Terms have been materially violated.

20. WEBSITE AVAILABILITY AND ERRORS

GENOTONG makes reasonable efforts to keep the website available, accurate, and secure.

However, the website may occasionally be interrupted because of maintenance, technical problems, platform updates, network failures, or circumstances outside our reasonable control.

Information may occasionally contain typographical errors, inaccurate information, or omissions involving product descriptions, prices, promotions, availability, shipping, or other details.

GENOTONG may correct an error and, where the error materially affects an existing order, will contact the customer and provide appropriate options as required by applicable law.

21. DISCLAIMER OF WARRANTIES

To the maximum extent permitted by applicable law, the website is provided on an “as available” basis.

GENOTONG does not guarantee that access to the website will always be uninterrupted, immediate, secure, or completely free from technical errors.

This section does not exclude any product warranty, quality obligation, conformity requirement, or consumer right that cannot lawfully be excluded.

22. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, GENOTONG will not be responsible for indirect, incidental, special, punitive, or consequential losses arising solely from the use or inability to use this website.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or mandatory consumer remedies.

Responsibility for claims relating to a product or order will be determined according to the nature of the issue, the evidence available, the applicable policies, and any mandatory rights under applicable law.

23. INDEMNIFICATION

To the extent permitted by applicable law, you agree to be responsible for reasonable losses, claims, or expenses incurred by GENOTONG as a direct result of:

• Your unlawful use of the website
• Your material breach of these Terms
• Content submitted without the necessary rights or permission
• Fraudulent, abusive, or intentionally misleading conduct

This section does not apply to losses caused by GENOTONG’s own breach, negligence, or unlawful conduct.

24. PRIVACY

The collection and use of personal information, customer photographs, order details, and website information are explained in our Privacy Policy.

By using the website, submitting photographs, or placing an order, you acknowledge that your information will be processed as described in the Privacy Policy and as reasonably necessary to complete your order.

25. SUSPENSION AND TERMINATION

GENOTONG may suspend or terminate access to the website where a user engages in fraud, abuse, unlawful activity, security interference, payment misuse, harassment, or a material violation of these Terms.

Termination does not affect rights or obligations relating to an order already accepted unless that order is separately cancelled in accordance with these Terms, the applicable policies, or applicable law.

26. SEVERABILITY

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, that provision will be interpreted or limited to the minimum extent necessary.

The remaining provisions will continue to apply.

27. NO WAIVER

If GENOTONG does not immediately enforce a provision of these Terms, this does not mean we permanently waive the right to enforce that provision later.

28. ENTIRE AGREEMENT

These Terms of Service, together with our Privacy Policy, Shipping Policy, Return, Exchange and Refund Policy, and any order-specific terms presented before checkout, form the agreement between the customer and GENOTONG regarding use of the website and purchases from the store.

If a written order-specific agreement expressly conflicts with these general Terms, the order-specific agreement will apply to that particular matter, subject to applicable law.

29. GOVERNING LAW AND DISPUTES

These Terms of Service and any separate agreement through which GENOTONG provides products or services will be governed by and interpreted in accordance with the laws of the Hong Kong Special Administrative Region.

Nothing in this section limits or excludes any mandatory consumer rights or protections available to a customer under the laws applicable in the customer’s country or region.

Any dispute will be handled by a court or other competent authority with lawful jurisdiction.

Nothing in this section prevents a consumer from relying on mandatory legal rights or bringing a claim in a forum available under applicable consumer law.

30. CHANGES TO THESE TERMS

GENOTONG may update these Terms to reflect changes to our website, products, policies, business operations, or legal obligations.

The current version will be published on this page with an updated effective date.

Material changes will normally apply prospectively unless applicable law requires otherwise.

The Terms in effect when an order is accepted will normally apply to that order.

31. CONTACT INFORMATION

Questions regarding these Terms of Service may be sent to:

Customer Service Email:
Austin@genotong.com

Legal Company Name:
GENOTONG GROUP CO., LTD.

English Company Name:
Genotong Group Co., Ltd.

Brand Name:
GENOTONG

Registered Address:
Unit 15, R/F, Kam Teem Industrial Building
135 Connaught Road West
Central and Western District
Hong Kong Island, Hong Kong SAR