100% customer satisfaction guarantee – mastering
We offer a 100% customer satisfaction guarantee on all mastering orders and are happy to work on and amend files until the customer is 100% happy with the finished files.
This work is only valid on the originally submitted file and work will only be carried out on the first submitted file – The customer should ensure all submitted files are exactly as intended when first submitted as any file changes will be charged at standard rates.
If you would like any amendments to your mastered file once it has been returned to you then please do just drop us a email with the requirements and we will be happy to assist you in the quickest possible way.
Amendments will only be made to the file you originally sent us and resubmission of Pre masters is not accepted and will be charged at standard rates.
In the instance that you should notice a error in your original pre master after work has been completed by 36 hertz mastering you will need to pay for any further remasters of new files at our standard rates.
100% customer satisfaction guarantee – mixing
We offer a 100% customer satisfaction guarantee on all mixdown orders and are happy to work on and amend your mixdown until the customer is 100% happy with the finished Pre Master.
Everyone has their own idea of what the final mixdown should sound like so we are happy to work on your mixdown until you are happy with the file with unlimited amendments.
We are happy to swap out or add stems to your mixdown as we are working on it at your choice – For example if you choose to amend and swap a file at your studio then resend to us we are happy to change it for you in the project whilst working on it – Please note stems can only be swapped before any mastering work is carried out and and remasters requested due to wanting to change stems after mastering has been completed will be charged at our standard rate.
How ever customers should acknowledge that they will ensure all stems are correct before submission and that we reserve the right to refuse stem resubmission once a project is started.
In the event of Mix and master packages we will ensure that you are 100% happy with the mixed track before commencing with mastering of the project.
Once a mixdown project has been set up the customer acknowledges that this project is the working project and we will only amend this project only – In the instance of a customer wanting to submit entirely new stems for the entire project we reserve the right to charge our full standard rate for the project if starting from scratch.
Refunds, Remasters and mistakes:
It is the customers responsibility to ensure all files sent for mastering are free of any problems. We assume that everything sent for mastering is of the quality that you are happy for us to work on. In the event that you find a problem with your file after we have returned it to you mastered we do not offer refunds or remastering of files containing errors that were supplied to us.
If a customer finds a issue with tracks and/or stems once we have completed work on them that was part of the original track and/or stems after work is completed by 36 Hertz mastering it is not the fault of 36 hertz mastering and the customer acknowledges that all remasters or mixdowns will be charged at our standard rate at the discretion of 36 hertz mastering.
Once work on material supplied by the customer has been commenced we retain the right to refuse refunds.
Refunds are not offered on completed works.
We reserve the right not to issue refunds on works that are supplied to us in a standard not high enough for us to work on – in the event of us not being able to work on your submitted files we will discuss your options with regards to resubmitting a better quality pre master.
We do not offer refunds in the instance of a customer changing their mind over tracks that have been submitted – this includes but is not limited to changing album tracks after submitting files to us.
In the event of a customer wanting to change submitted tracks before mastering we reserve the right to charge extra for the further submitted tracks.
All mastered and/or mixed material is kept on file for one month from the date of the files being sent back to the customer. After this date we will assume that the customer is happy with the received work and will delete all files. Any work requested after this one month period will be charged at standard rate as new projects and files will need to be resubmitted.
We DO NOT give refunds on works that have already been submitted to customers – In any instance when the customer is not 100% happy with the work with have carried out on their track we are always happy to provide amendments to material until the customer is happy. There will be no whole or partial refunds offered and by completing a purchase order on this website customers acknowledge that 36 Hertz mastering DO NOT offer refunds on work carried out on material supplied by the customer.
36 Hertz mastering will not offer refunds in all instance’s of timescale issues, It is the customers responsibility to ensure a workable time frame for mastering AND possible amendments if needed
Lathe cut vinyl / Dubplates
All vinyl cut here at 36 Hertz Mastering is playback checked meaning each cut is played back when cutting to ensure no problems exist with the cuts. Every disc that leaves us to the customer has been played from start to finish to ensure they meet our strict standards. We use a Ortofon Concorde cartridge and stylus set with a tonearm weight of 1.75gr to check all vinyl cuts and advise this weight setting for listening and playing your cuts. Damage caused to cuts by customers not adhereing to the above settings or using cheap playback styluses are not the responsibilty of 36 Hertz Mastering.
It is advised that “spherical” styluses are not used for lathe cut dubplate playback as they have been known to damage grooves. Playback styluses should be “Eliptical” – it is the customers responsibility to ensure the correct stylus is used for playback.
We can only cut as good as what we are given in terms of audio files and any problem arising from issues with audio files provided are not the responsibility of 36 Hertz Mastering.
Surface noise – Lathe cut Dubplates may contain slightly (very little) more surface noise than pressed records due to the way they are made. You must acknowledge that your records will not be 100% silent during quiet or silent parts of the recorrds and you may detect some very slight noise – this is part of the manufacturing process and can not be avoided. 36 Hertz Mastering will not accept claims for surface noise on your lathe cut dubplates.
We accept no responsibility if you send the wrong files for cutting – you will need to purcase new cuts if this happens.
We accept no responsibilty if you send files with issues / mistakes in them and they are cut – You will need to purchase new cuts if this happens.
Labels – It is the customers responsibility to proof and check any label designs – we will print what is sent to us and accept no responsibilty for mistakes on the artwork that is provided by the customer. If you do not select “no labels” you will get your cuts with our house label on them we will not recut your records if you did not want them with house labels on them – for more information please see our “Label Options” page
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