It stays live or it’s free.

The promise

If a technical failure on our side takes your live stream off air, we fix it as fast as we can. If we can’t get it back on air within 15 minutes, or we can’t stream your event at all, you don’t pay the JPC production fee for that event. If you’ve already paid, we refund it in full.

For a shorter interruption caused on our side, we take a fair part of the fee off your invoice, in proportion to the time off air, agreed with you.

What “off air” means

Viewers can’t see or hear the live programme on the event page or on the streaming destinations we agreed to deliver to, because of a failure on our side. A short pause while the picture switches to a backup connection or encoder, with the programme carrying on, isn’t “off air”.

What counts as “our side”

• Our crew, cameras, audio, vision switching and encoders.
• The internet connections we bring: our bonded 5G connections, and Starlink where we use it.
• The streaming service and event page we provide, including our player and our video delivery partners.

What isn’t covered

• Things outside our control: a power failure at the venue, a widespread outage of mobile and satellite networks, severe weather, or emergency evacuation.
• Equipment, internet or services supplied by you or the venue, unless we agreed in writing to rely on them.
• Platforms we don’t operate, such as YouTube, Facebook, LinkedIn, Zoom, Teams, or your own website or learning system.
• Remote presenters’ own devices and internet, and viewers’ own devices and internet.
• Changes to the event made by you or the venue on the day (for example a later start or a different room) that we couldn’t reasonably plan for.
• Third-party costs we passed on to you at cost, such as venue charges.

If something at your venue would stop us bringing our own connections, we’ll tell you before the event.

How to claim

1. Email production@jasperpictures.com.au or call 1800 527 737 within 30 days of the event. Tell us the event name and date, and what happened.
2. We check our stream records and recordings, and reply within 10 business days.
3. Any refund is paid within 14 days of us agreeing it, to the account you paid from.

Your rights under the Australian Consumer Law

This guarantee is in addition to your rights under the Australian Consumer Law. It doesn’t exclude, restrict or change them. Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Who gives this guarantee

The Jasper Picture Company Pty Ltd, 29/25–37 Huntingdale Road, Burwood VIC 3125. Phone 1800 527 737. Email production@jasperpictures.com.au.