F.A.Q FOR PARTICIPANTS / COMPETITORS OF EVENTS

Q: Where are the photo's from the event I did?

A: Under the page 'Events Gallery' found on the website navigation menu. Our events are sorted from the most recent at the top of the page to the oldest at the bottom of the page. Simply find the event you did, listed by name and date. Click: Events Gallery Link

Q: How long after an event will the photos be uploaded to your website?

A: Photos will to be available within 24 hours or less depending on the size of the event. We tag / index photos via bib number using our automated software application and perform manual quality control checks to ensure high levels of tagging accuracy. All Photo's are searchable via highly advanced AI facial recognition technology. All images are also sorted into the photo location and photo time taken sub folders. We also do professional quality editing to most of the images taken at mass events using our revolutionary photo editing methods, which gets the correct exposure 99% of the time and leaves a polished professional looking end product. Our attention to quality and detail sets us apart from our competitors photos.

Q: Advanced Speedy AI Searching?

Q: How long after an event will the photos remain on the site?

A: Event Photos will remain on the site for approximately 12 months after an event.

Q: Why do the photos on the website have a lower resolution?

A: If photos were at full resolution, your browsing speed would be slow as images would take longer to download to your screen. We therefore reduce the resolution of the previews but, once ordered, you'll get the full size and resolution that you have ordered.

Q: Why are there no photos of 'me' in my Gallery?

A: Although the event photographers make every effort to capture everybody on the day, we cannot guarantee this. Occasionally, our photographers will miss competitors. For example, if they are obscured from view by other participants when passing our photographers. Please be sure to check all of the images in the galleries!. If we can't see your entire race bib number or face we can't index it. All events are also sorted via photo time taken and photo location.

Q: Can I order prints? And why print with you?

A: Yes, you can order prints for your images from the selection displayed under 'Price List' within the event gallery. Printing is done by professional grade partner labs in the UK using top quality printers and paper. You can save money printing with us, as you do not have to buy the original full sized image or a larger size that is essential for printing. All print orders are shipped directly to you, which is why we need your name and address upon check out.

Q: When will I get my photos & email spam filters?

A: All images can be purchased for download and delivered instantly to you via a digital link within the site and via email. Print orders are automatically fulfilled and sent directly to one of our top quality professional printing partner labs in the UK as soon as you have checked out and paid. So, once you order a print on the website, it's sent immediately off for processing and is carefully packaged & ships, typically, within 48 hours to your chosen delivery address.

EMAIL CAUGHT IN SPAM: We do have Sender Policy Frameworks (SPF) setup. However, if you are using a business email address to receive the digital download files it may be blocked by your IT department's safe email policy due to attachments. Please contact them to release it or check your Spam folder. You may also need to check your Spam folder for Hotmail & Gmail accounts. We can't control if an automated email from our website, with photo attachments & links, gets delivered to your Inbox or if it goes into your spam folder. It's dependent on your email account settings. Please check your spam folder or you can also contact us via email and we will happily resend the order email manually, which always solves this issue.

Q: What is cropping?

A: Once you have selected your photo, it is possible to remove unwanted borders and select a portrait or landscape orientation for your photo. There are limitations to the extent of cropping but there are simple instructions once you get to this stage on the website. This tool may be available for selected events and selected products only like prints. You can also convert any images to black and white in the shopping cart.

Q: What are the different sizes and resolutions for digital downloads?

A:  Digital image downloads are available in two key industry standard sizes: Original Full Size (>3000px) and Medium (Downsized to 1200px) aka: 'Facebook sized'. The larger size = higher resolution (more pixels (px)), higher quality (pixels per inch) and more printing size options and final uses. (Tip: Think of your TV at home; A Full sized image is comparable to a modern 4K Ultra HD TV!) We recommend the full sized original quality photo for the very best long term memento of your event.

Q: Tell me about payments methods?

A: All payments are safe and secure via the well trusted PayPal secure gateway or the well-known Stripe payment system. All major credit and debit cards are accepted and you do not need to create a PayPal account. All orders are fulfilled automatically. Therefore, once you have paid via PayPal or Stripe the order is sent off immediately for processing and printing or if it's a digital download, you'll instantly receive the download link and a confirmation email with links.

PAYPAL TIP: You do not need to create or login to a PayPal account. If you do not have an account, Please use the 'PayPal Guest Checkout' or the 'Pay with Debit / Credit Card Button' option. For new buyers, signing up for a PayPal account is now optional. This means you can complete payments first, and then decide whether to save your information in a PayPal account for future purchases.

Your full payment details won’t be shared with us, nor the merchant, and remain confidential, private, safe and secure following all regulations.

NB: Enter any delivery address on our website checkout. However, the billing address within PayPal or Stripe must match your registered bank card address as with many other merchant banking systems.

Q: Why are there bold watermarks across all the images in the gallery?

A: *THE COPYRIGHT PROTECTED SPORTS ACTION PHOTO WATERMARK WILL NOT BE VISIBLE ON ANY PURCHASED ITEMS* NB: We do on rare occasions get dishonest people trying to steal images without paying. We work very hard on commission only at some events and are independent but official photographers for the event organisers. Although it's a very small minority, we do have a security flag embedded within the metadata of the image. This acts as a 'website cyber tracker' so any images taken unlawfully will be traced and reported as the system automatically notifies us of it's location. In an ideal world we would not have to invest in such advanced security measures to protect our livelihood. Please do support our hard work, time and effort by buying the images. Any purchased image removes any watermarks and meta data trackers and the image is then all yours to keep!

Q: What's the best way to find images and shop?

A: The best way to shop on our website is to add all of your images to the shopping cart and select the products you want. You can amend the shopping cart at any time. The shopping cart allows you to save your selections and come back to your private shopping cart at a later date to complete payment and checkout. Therefore, please use your shopping cart by adding and removing items as you go, like you would shopping anywhere else - this will save you time and it will also automatically trigger the discounts you qualify for as all discounts are applied on the shopping cart checkout page.

Q: What is your refund policy?

A: Refund policy: If you are not entirely satisfied with a digital image or a print you have ordered, we'll happily assist you with a replacement, make editing adjustments or offer a full refund. We are a very customer focused, caring and diligent company, so we will always go above and beyond to help keep our event clients and participant customers happy.

Q: What about customer data protection?

A: We are fully GDPR Compliant. Click here: to view our Privacy Policy.

PLEASE CONTACT US FOR ANY OTHER QUESTIONS. WE ARE ALWAYS HAPPY TO HELP!

For event participant help: Please contact our customer service team via email at: support@photohawk.com