1. Scope
This policy applies to (a) creative services and bookings (e.g., photography sessions) and (b) goods or digital deliverables we may offer (e.g., presets, guides, prints). Where a signed agreement sets different terms, that agreement controls.
2. Services: cancellations and rescheduling
- Retainers: Unless otherwise stated in your proposal, a retainer may be required to secure a date. Retainers are generally non‑refundable once the date is reserved, as we decline other work for that time.
- Client cancellation:
- 14+ days before the session: retainer may be applied to one reschedule within 90 days, subject to availability.
- Less than 14 days: retainer is forfeited; additional cancellation fees may apply if non‑recoverable costs were incurred.
- Rescheduling by client: We will make reasonable efforts to accommodate one reschedule within 90 days. Additional reschedules may require a new retainer.
- Rescheduling by us (e.g., illness, force majeure): We will propose alternative dates; if none are feasible, a refund of fees paid for undelivered services will be issued (excluding completed work and third‑party costs already incurred with your approval).
- Weather: For outdoor sessions, we may mutually agree to reschedule due to unsafe or impractical conditions.
3. Deliverables and revisions
Scope includes the stated number of retouched images or deliverables. Additional edits or deliverables beyond scope are billed at the rates in your proposal and are not refundable after delivery.
4. Digital goods
- Instant downloads (e.g., presets, ebooks) are typically non‑refundable once delivered, due to their nature.
- EU/UK consumers: If you purchase a digital item and explicitly consent to immediate delivery with acknowledgment of losing the right of withdrawal, you will not have a 14‑day cooling‑off right. If you do not consent and delivery has not begun, you may cancel within 14 days.
5. Prints and physical items
- Made‑to‑order prints are final sale unless defective or damaged in transit.
- If your item arrives damaged, contact us within 7 days with photos of the packaging and item; we will arrange a replacement or refund.
6. How to request a refund
- Email [email protected] with your name, purchase/booking date, and reason for the request.
- We may ask for additional information (e.g., invoice number, evidence of defect).
- If approved, refunds are issued to the original payment method. Processing times vary by provider (typically 5–10 business days after our approval).
7. Non‑refundable items and situations
- Completed services and delivered hours.
- Third‑party non‑recoverable costs authorized by you (e.g., location fees, permits, talent, rentals).
- Digital downloads after delivery (except where required by law or where delivery has not started and you retain withdrawal rights).
- Change of mind after custom production has begun.
8. Chargebacks
Please contact us first to resolve issues. Unfounded chargebacks may be contested with documentation of scope, delivery, and communications.
9. Consumer rights
Nothing in this policy limits statutory rights that cannot be excluded under applicable law (e.g., consumer rights in the UK/EU).
10. Contact
For refunds or questions: [email protected] • +44 5651 340580 • Flat 54s Joe Rest South Matthew AL3 8RN.