1. About us, our videography and our web sites

2. Contacting us by e-mail

3. Placing an order and payment methods

4. Trouble shooting access and playback problems

5. Using our images and video scenes

6. Confidentiality Statement and Contact Policy:

This document comes from the home web site for the KellyMedia network. You have clicked the information link on a web site created and managed by us.

KellyMedia web sites make use of our world acclaimed skill with digital videography coupled with our many years experience researching and documenting social and cultural issues, to present visual 'studies' on social and cultural topics. We also operate entertainment web sites solely for personal viewing.

The KellyMedia 'Media Clips Library' supplies over 2,000 media producers from many parts of the world with videography, to incorporate into their productions and is also available directly through our own published documentaries and entertainment web sites.

Our web sites use image maps for navigation and are rich in picture content. Our picture content is produced on Apple Mac computers and may look unduly dark and murky viewed on some other types of computers. For best results we recommend viewing on Apple Mac computers but adjusting the brightness and colour controls on your computer monitor may give some viewing improvement.

If your browser does not respond when you click on buttons, labels and small images on picture pages, please reload the page and try again. Our web sites work with all common web browsers but for best results we recommend the free Mozilla and FireFox web browsers. See also “Trouble Shooting” section below.

The 'Catalogue' pages contain links to free samples, usually in the form of slide shows or posters accessed by clicking on the titles in the catalogue. All still images on our web sites are made directly from our digital video masters.

When accessing pages and order forms you may need to scroll down the screen to see the entire catalogue list and “Proceed with Order” link.

To view still images as a slide show or pictures you have saved from our Picture Galleries, where you see all the picture on your screen, use a shareware program like Graphic Converter (Apple Macs) or CompuPic (Windows).

To view download video scenes, get a free viewer from www.divx.com

The quality of pictures you see is dependant on the quality of your monitor, software and the speed of your internet connection. To view at the best quality, order a mail out version on DVD.

Use the 'Contact Us' link to send us an e-mail. Your comments, question and suggestions are always welcome.

We reply to your e-mail personally, usually within 48 hours. If you do not get a reply, please check your e-mail settings, your reply to address and check with your Internet Service Provider and try again.

NB: Try using a free email account, like Hotmail, to send us your email if you do not get a reply using your regular email address. Some Internet Service Providers are known to bar IP addresses that are responsible for issuing spam. If your mail server has an IP address that has been barred by some ISPs then we may not receive your e-mail.

Carefully check the 'REPLY TO' address in your e-mail header. We use the "Reply" function and if you don't have the correct return address in the header of the e-mail you send us, then you won't get your reply.

Please check your e-mail header before you purchase download video. Your access details are automatically e-mailed to the address in the header - not the address you type on the form (that's for human's to read later).

If your attempts to e-mail us continue to fail, you are always welcome to write a letter and mail to: KellyMedia, PO Box 500 Riverwood 2210 Australia

Your order is automatically sent in the right viewing format for your location. if it does not play perfectly on your player simply contact us for a replacement.

Our reputation for quality and reliable service also applies to our on-line ordering system. Since 1998 we have been shipping to all parts of the world. You can order from us with complete confidence.

Please be patient when ordering and look for confirmation within 48 hours. Internet technology is not perfect and orders can just disappear on route to us - even secure mail. If you don't receive a reply, check your e-mail settings carefully and e-mail us to enquire.

We offer secure on-line ordering, using your Visa or Mastercard and most sites offer the PayPal payment option if you do not wish to share your personal details with us. Some of our sites are exclusively Paypal payment and you do not need to have a PayPal account to use this service.

Or select the 'Print Order Form' option to print an order and mail to us with your card details, or a Money Order, or a Postal Note, or a Bank Cheque (for European customers). Many people still prefer to write a letter and enclose payment - this is OK but please allow two weeks for us to receive your order in the mail and please never send cash through the mail.

Payment may also be made by 'Western Union' transfer, contact us by email to enquire about details.

On-line orders are confirmed within 48 hours. If you do not receive a confirmation then your order has not been sent correctly, please try again. If problems persist, please use the 'Contact Us' link to advise us.

Multiple orders received (when you click the 'send' button repeatedly are treated as a single order when processed, even if each is confirmed by the server. PayPal payments are fully automatic and the multiple order check is not available.

To make a bulk title order, please e-mail us first.

Orders are processed by our parent company 'Careers Research Pty Ltd' and this is all that appears on your credit card statement. The actual products purchased are not itemised on your card statement and we do not issue a separate invoice/statement. We will send an itemised statement upon your request at the time of ordering.

DVDs and VHS videos mailed to you are sent in plain packaging with a declaration that they are 'samples' from our Media Clips Library and are sent from our parent company 'Careers Research Pty Ltd'. Product shipped from our entertainment web sites will be labelled with the name of that site, such as "Model House” for Models UpClose videos and DVDs.

Orders for download video are instantly processed if you use the PayPal option (except for e-checks which take several days to clear).

Mail out videos and other downloads take up to 48 hours to access, while we confirm your identity and actual address (see our Privacy Policy below). You may also be treated as a 'new customer' after your computer crashes or you install new system software on your computer.

The exact content and play time of our 'sampler reels' and other productions may change without notice. On-line samples and information provided is only an approximate guide to the actual content and quality of the product available for purchase. For best quality viewing we recommend you purchase a DVD copy.

When you buy a ticket or place an order for download content, please wait until you get a confirmation email. If you do not receive this within 48 hours then use “Contact Us”. If you do not receive a reply to this within 48 hours then something is wrong with your email. Contact your Internet Service Provider for help and try “Contact Us” again.

Most access problems are caused by these errors:
* entering the wrong details, spelling mistakes, typos, capitals, etc.
* problems caused by your computer (re-start computer and try again)
* problems caused by your ISP (don’t use a proxy cache)
* running conflicting programs or downloading while trying to access
* very heavy traffic loads on your ISP or our server (try again later)
* using an old version of the page (refresh or reload the page first)

Most problems are solved by trying again tomorrow (seriously).
Under heavy traffic conditions our server database may shut down temporarily and you can’t access Model House. Try again later, before you email and report a problem.

Check your PayPal account for a record of your access details.

Install the free Mozilla (web browsing and email together) or FireFox web browser and loose most of your ordering and access problems! (In our humble opinion)

Install the latest free Divx player before you start to download video files (www.divx.com).

Before downloading files it is recommended you re-start your computer and download all the files you want that session, before you start playing videos.

Do not surf the net or try downloading other files or run other programs (such as games) while you are downloading video files.

Common video playback problems:

The pictures look dark or “murky” – adjust the brightness setting on your monitor.
All our images are sharp and clear with vivid colours. If you don’t see it this way, adjust your monitor or get a better quality monitor.

I only hear music, no picture: install the latest Divx player to update all media players.

I have downloaded several video clips but I can’t find them on my computer?

Some computers default to “streaming video” format and only store video files in a “temporary” folder. As soon as you start to download the next file, the previous video file is erased. Change your web browser preferences so it “asks what to do with each video file” as soon as it has fully downloaded. Then you also know where to find your video clips when you want to play them later.

The video picture breaks up, is “jerky” or stops at times during playback:
Turn off and re-started your computer. Try running a conditioning program (like Norton) and play a clip with nothing else running on your computer. If playback does not improve, consult your computer dealer. Installing extra computer memory may solve your playback problems.

Or burn the clips to a CD or DVD and play them on a Divx enabled DVD player.

If you experience unusually slow downloads, cancel your downloads and try again another time (or another day). Many factors beyond our control influence your download speed, such as, general heavy traffic on your Internet Service Provider. Model House is located on a very high capacity server and downloads should be at least up to your usual expectations.

If problems persist, please use the “Contact Us” link on the main page to advise us.

Please carefully read our Conditions of Use and please ask first and wait for our reply before using any of our still images or video scenes.

The 'sampler reels' we sell serve many purposes, please check our Conditions of Use carefully before you order or use one, to ensure it is right for you.

Our 'free' images and clips are for the personal viewing of the person who has downloaded it only. Other use and/or directly linking to an image from another web site, requires prior written permission. Our Conditions of Use apply fully to our free sample images and all rights are reserved for all samples images whether free or purchased.

Producers are invited to e-mail in confidence and without obligation, for a quotation on producing customs scenes to meet exact specifications. If you use a picture without getting written agreement first, then you will be billed at commercial rates and may also be liable for damages. This is a career and livelihood for models and actors and if you use a picture you have to pay for it, unless you have been granted permission to use it first (in writing, before you use it). It doesn't matter where you found the picture and ignorance is no excuse. Always check before you use it, to avoid receiving expensive bills later.

No personal details are retained by us when you browse our web site(s), access our catalogue and order form pages or send e-mail enquiries or comments. All personal details you provide via PayPal secure panel are stored according to their policies and procedures and you need to contact PayPal for further information about these.

Requests for custom productions are treated in strict confidentiality.

Ideas volunteered by viewers are welcome and will be acknowledged appropriately in any subsequent production using that suggestion. If you are seeking payment for supplying concepts, suggestions or script, please indicate this first and get our agreement before sending your ideas to us. We are responsible for the confidentiality of material forwarded without prior arrangement to do so.

Email contact is not secure and you need to send only material that is suitable for this context. Arrange a personal interview of mail confidential material to:
     KellyMedia
     PO Box 500
     Riverwood NSW 2210
     Australia

We never send you email requesting any personal details. The safest way to contact us is to type the URL www.modelsupclose.com into your web browser and use the Contact Us link/form to communicate with us. This is not an encrypted communication channel.

KellyMedia do not provide your email or other personal details to any other person or company for any reason, provided your contact with us is legal and we are not compelled by law enforcement agencies to disclose this information.

We do not guarantee that unauthorised persons will not access your information and you should only email details that suit these conditions.

We may send you an occasional text only email update and/or customer satisfaction survey unless you have requested no email contact or if we have an urgent technical or legal reason to contact you (such as you dishonour payment).

We never telephone or send mail to you and never engage in e-mail, mail or telephone marketing of any kind.

You automatically void this confidentiality agreement if you attempt a fraudulent transaction where we reserve the right to disclose personal details about you to our billing company and/or to our debt recovery agent.

Our Privacy and Confidentiality Agreement is limited to our web site and company practices. When you follow a link, whether to PayPal or other web site linked to ours, these sites are not bound by this agreement and it is important you check that their privacy and confidentiality terms suit you.

If we need to contact you by telephone, we introduce ourselves as part of the KellyMedia network and never discuss details until we are satisfied we are talking directly to you.

Our Confidentiality Agreement is automatically voided if you attempt a fraudulent order transaction, break any of our Conditions of Use or attempt to 'Charge Back' credit card purchases you made with us. Non payment of accounts, placing a debit enquiry with your bank and/or fraudulent access to services that require payment of a fee may each automatically void this confidentiality agreement. Debt recovery agents do not respect confidentiality in their pursuit of outstanding accounts.