Frequent questions

If you have questions about the operation of ProRetoque, payment method, silhouette level or any other circumstance that is not completely clear to you, please contact us.

Here are the most frequently asked questions:

1 What formats can I upload?

All including RAW, with a maximum size of 150 Mb per file. In each batch you can upload up to 2000 photos.

2 I have a regular customer account. Can I leave the photos uploaded to retouch and go home?

Yes, but in the order name indicate the number of photos you have uploaded. This way we will know if they have all been uploaded and we can send your photographs to be retouched as quickly as possible.

3 Can I upload an example image with my requirements?

Yes, of course, several even and in any format. Add comments and examples to your orders to make it easier to communicate your instructions. On the order screen you have a free text box for this. They can be screenshots in PNG, JPG, TIF, PDF, DOC.

4 Can I add another email for order notifications?

Yes and you can also add an email so that the invoice management department receives it.
You can also include your mobile phone and activate the receipt of SMS messages with order statuses.

5 Can I exit the browser window and have the photos continue uploading?

No. But what you can do is open a new window from another browser and upload images to another batch within the same order or create a new order.

6 Can I save the order and continue another day?

Yes. Orders can be edited. When you log in to your account, the list of orders appears and a pencil icon indicates unfinished orders that are fully editable. You can leave your order uploading overnight and finish it the next morning

7 Can I give different lots different delivery times?

No. Each order (even containing different lots) has its delivery time. If you wish, you can create different orders with different deadlines.

8 What happens if I have chosen a silhouette level higher than real time?

We never cause difficulties and if in any order we see that there has been an error in the level of complexity in our favor, we will pay you the difference with a discount on the next order.

9 How long are finished files kept?

Thirty days. After that period they will be deleted automatically. Do not use ProRetoque.photo as a backup, we can recommend suitable systems for this.

10 Are my files safe in ProRetoque?

Of course Your photographs and those of your clients are completely safe in ProRetoque. We comply with the highest security standards. See general conditions and legal notice.

11 I am not satisfied with the work done, what can I do?

You send us screenshots, the order name and the names of the files that you consider wrong, and we proceed to correct the errors in the requested touch-up. If your requirement was not included in the order or batch instructions, we will contact you urgently to give you a solution as soon as possible. All corrections due to execution errors are free of charge and are prioritized over other orders.

12 How do I progress with my order?

In each window of the process you can find a button at the top right with the indication “next” that will allow you to move on to subsequent phases such as “order summary” and “payment options”.

13 I have already paid. Where can I see my retouched photos?

You will receive an email notifying you that you can now proceed to download your order. Access your customer area and click on the green arrow that indicates it is ready for download. A zip is generated every 400 Mb. Depending on the number of images and their weight you will find more or fewer compressed files. ProRetoque is not an online retouching software but a file management platform for professional photo retouching, so you will not be able to find your retouched photos immediately.

14 Can I upload images and have them retouched before closing the order?

No. Each order is sent for retouching once it is completed and closed. Each order is sent for retouching once it is completed and closed.

15 Do holidays count? And the weekends? With what schedules?

An order created is reviewed from 9:00 a.m. to 6:00 p.m. on weekdays of the official calendar of the city of Madrid. On Saturdays and Sundays we do not serve commercially. For exceptions you must contact us.

Frequent questions

Here are the most frequently asked questions:

1

What formats can I upload?

2

I have a regular customer account. Can I leave the photos uploaded to retouch and go home?

3

Can I upload an example image with my requirements?

4

Can I add another email for order notifications?

5

Can I exit the browser window and have the photos continue uploading?

6

Can I save the order and continue another day?

7

Can I give different lots different delivery times?

8

What happens if I have chosen a silhouette level higher than real time?

9

How long are finished files kept?

10

Are my files safe in ProRetoque?

11

I am not satisfied with the work done, what can I do?

12

How do I progress with my order?

13

I have already paid. Where can I see my retouched photos?

14

Can I upload images and have them retouched before closing the order?

15

Do holidays count? And the weekends? With what schedules?

ACCESO

Proretoque.photo

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