SubtleCanvas

Refund Policy

Last Updated: June 15, 2023

1. Introduction

At SubtleCanvas, we strive to provide the highest quality photography services and products. We understand that sometimes circumstances change, and you may need to cancel a service or request a refund. This Refund Policy outlines our guidelines for refunds and cancellations.

Please read this policy carefully before making a purchase. By booking our services or purchasing our products, you agree to the terms of this Refund Policy.

2. Photography Services

2.1 Deposits and Booking Fees

To secure your photography session date, we require a non-refundable booking fee (deposit). This fee is applied toward your total package price and reserves your date on our calendar.

  • The standard booking fee is 25% of the total package price.
  • Booking fees are non-refundable as they secure your date, during which we decline other potential clients.
  • In exceptional circumstances, at our sole discretion, we may apply your booking fee to a rescheduled session within six months of the original date.

2.2 Cancellations and Rescheduling

Client Cancellations:

  • More than 30 days before the session: You may cancel and receive a refund of any payments made minus the non-refundable booking fee.
  • 15-30 days before the session: You may cancel and receive a 50% refund of any payments made minus the non-refundable booking fee.
  • Less than 15 days before the session: No refund will be provided for cancellations.

Rescheduling:

  • More than 14 days before the session: You may reschedule once at no additional charge, subject to our availability.
  • 7-14 days before the session: A rescheduling fee of £50 will apply.
  • Less than 7 days before the session: A rescheduling fee of £100 will apply.

Photographer Cancellations:

In the unlikely event that we need to cancel due to illness, emergency, or other unavoidable circumstances:

  • We will make every effort to reschedule at a mutually convenient time.
  • If rescheduling is not possible, we will provide a full refund of all payments made, including the booking fee.
  • Our liability is limited to the return of all payments made.

2.3 Weather Considerations

For outdoor sessions that are weather-dependent:

  • The decision to reschedule due to inclement weather will be made at our professional discretion.
  • Weather-related rescheduling will not incur additional fees.
  • If the session proceeds despite questionable weather conditions at your request, no refunds will be offered based on dissatisfaction with weather-affected results.

3. Digital Products

3.1 Digital Downloads

Due to the nature of digital products (presets, templates, tutorials, etc.), all sales of digital downloads are final. We do not offer refunds on digital products once they have been downloaded, as they cannot be "returned."

However, we stand behind the quality of our digital products. If you experience technical issues with your download or the product doesn't function as described, please contact us within 7 days of purchase, and we will work to resolve the issue or provide a replacement.

3.2 Technical Support

For digital products, we offer technical support to ensure the product works as intended. If you experience difficulties:

  • Contact us with details of the issue, including your operating system and software version.
  • Include screenshots or error messages if applicable.
  • We aim to respond to all support requests within 2 business days.

4. Physical Products

4.1 Prints and Photo Products

For physical products such as prints, albums, and other photo merchandise:

  • Damaged or Defective Items: If you receive a damaged or defective product, please contact us within 7 days of receipt with photos of the damage. We will replace the item at no additional cost.
  • Returns: We accept returns of undamaged physical products within 14 days of delivery. Items must be returned in their original packaging and in unused condition.
  • Custom Products: Custom-designed products (such as personalized albums) are non-refundable unless they arrive damaged or with production errors.

4.2 Shipping Costs

Shipping costs for returns:

  • If the return is due to our error (wrong item shipped, defective product), we will cover return shipping costs.
  • If the return is for any other reason, the customer is responsible for return shipping costs.

5. Refund Process and Timeframes

5.1 How to Request a Refund

To request a refund, please:

  1. Contact us at [email protected] with your order number and reason for the refund request.
  2. For physical products, wait for our response before shipping any items back.
  3. Provide any supporting documentation required (e.g., photos of damaged items).

5.2 Refund Processing Time

Once approved, refunds will be processed as follows:

  • Credit card payments are typically refunded within 5-7 business days.
  • Bank transfers may take 7-10 business days to process.
  • For physical returns, refunds will be processed within 5 business days after we receive the returned item.

Please note that while we process refunds promptly, your bank or credit card company may take additional time to post the refund to your account.

6. Special Circumstances

6.1 Wedding Photography

Due to the unique nature of wedding photography, additional terms apply:

  • The initial booking fee (typically 30% of the total package) is non-refundable.
  • Cancellations more than 6 months before the wedding date: 50% refund of any amount paid beyond the booking fee.
  • Cancellations 3-6 months before the wedding date: 25% refund of any amount paid beyond the booking fee.
  • Cancellations less than 3 months before the wedding date: No refund.
  • Date changes may be accommodated subject to availability and may incur additional fees.

6.2 Special Events

For other special events (corporate events, milestone celebrations, etc.):

  • Cancellations more than 30 days before: 75% refund minus the booking fee.
  • Cancellations 15-30 days before: 50% refund minus the booking fee.
  • Cancellations less than 15 days before: No refund.

6.3 Force Majeure

In cases of force majeure (natural disasters, severe illness, national emergencies, etc.):

  • We will make every effort to reschedule services.
  • If rescheduling is not possible, special consideration will be given to refund requests.
  • Each situation will be evaluated individually.

7. Satisfaction Guarantee

While we cannot guarantee specific poses, expressions, or weather conditions, we do guarantee our technical quality and professionalism. If you are dissatisfied with your photos due to technical issues within our control:

  • Contact us within 14 days of receiving your gallery with specific concerns.
  • We may offer additional editing, a partial refund, or a complimentary mini-session.
  • Stylistic preferences (such as editing style, when consistent with our portfolio) are not grounds for refunds.

8. Exceptions and Special Considerations

We understand that exceptional circumstances may arise. In cases of:

  • Serious illness or injury
  • Bereavement
  • Other significant unforeseen events

Please contact us as soon as possible. We will consider such situations on a case-by-case basis and may offer more flexible terms than outlined in this policy.

Documentation may be required to verify exceptional circumstances.

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the new terms.

10. Contact Information

If you have any questions about our Refund Policy, please contact us at:

  • Email: [email protected]
  • Phone: +440157216830
  • Mail: 622 Parker Mountains West Tomchester CM3 3AE, United Kingdom

We aim to respond to all inquiries within 2 business days.