Refund Policy

Our commitment to customer satisfaction

Introduction

Last updated: May 15, 2024

At SubtlePulse Photography, we strive to provide exceptional photography services and products. We understand that circumstances may arise where you need to request a refund. This policy outlines our guidelines for refunds and cancellations.

Please read this refund policy carefully before booking our services or purchasing our products. By proceeding with a booking or purchase, you agree to the terms outlined in this policy.

Refund Policy for Photography Services

Deposits and Booking Fees

To secure your booking date, we require a non-refundable deposit or booking fee. This fee is used to reserve your date in our calendar and covers administrative costs and pre-session planning. The deposit amount varies depending on the type of service and is specified in your contract.

  • Deposits are non-refundable but may be transferable to another date subject to availability and at our discretion.
  • If you need to reschedule your session, please contact us as soon as possible. Rescheduling may be possible without losing your deposit if done with adequate notice (typically 14 days or more).

Cancellation by Client

If you need to cancel your photography service, the following terms apply:

  • Cancellation more than 60 days before the session: Loss of deposit only.
  • Cancellation 30-60 days before the session: 50% of the total service fee is due.
  • Cancellation less than 30 days before the session: 100% of the total service fee is due.

We understand that emergencies happen. In case of serious illness, injury, or bereavement, please contact us as soon as possible to discuss your options. We will try to accommodate these situations on a case-by-case basis.

Cancellation by Photographer

In the unlikely event that we need to cancel your session due to illness, emergency, or unforeseen circumstances:

  • We will make every effort to reschedule your session at a mutually convenient time.
  • If rescheduling is not possible, we will provide a full refund of all payments made.
  • In case of equipment failure, extreme weather conditions, or other circumstances beyond our control, we will reschedule your session or provide a full refund at our discretion.

Refund Policy for Products

Digital Products

Due to the nature of digital products (including digital image files, presets, templates, etc.), all sales are final. Once digital products have been delivered or download links have been provided, no refunds will be issued.

Physical Products

For physical products such as prints, albums, and other tangible items:

  • Custom-made products: These items are created specifically for you and cannot be resold. Therefore, they are non-refundable once production has begun.
  • Damaged products: If you receive a damaged product, please contact us within 7 days of receipt with photos of the damage. We will arrange for a replacement at no additional cost.
  • Production errors: If there is a production error (wrong size, wrong image, etc.), please contact us within 7 days of receipt. We will correct the error and provide a replacement at no additional cost.

Returns

To return a physical product (where applicable):

  1. Contact us at [email protected] to request a return authorization.
  2. Return the product in its original packaging within 14 days of receiving return authorization.
  3. The product must be in its original condition, unused, and undamaged.
  4. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Conditions for Refunds

Refunds may be considered under the following conditions:

  • Non-delivery of service: If we fail to provide the service as outlined in the contract, you may be entitled to a full or partial refund.
  • Significantly different service: If the service provided significantly differs from what was described or agreed upon, and we cannot resolve the issue to your satisfaction.
  • Quality issues: If there are significant quality issues with the final deliverables that cannot be rectified through editing or reshooting.

To request a refund based on these conditions, please submit your request in writing to [email protected] with detailed information about the issue and any supporting evidence.

Refund Process and Timeline

How to Request a Refund

To request a refund:

  1. Contact us at [email protected] with the subject line "Refund Request".
  2. Include your name, the service or product purchased, date of purchase, and the reason for your refund request.
  3. Provide any relevant supporting information or documentation.

Review Process

We will review your refund request and respond within 5 business days. We may request additional information or clarification during this process.

Refund Timeline

If your refund is approved:

  • Credit card payments will be refunded to the original payment method within 10-14 business days.
  • Bank transfers will be processed within 10-14 business days.
  • Other payment methods will be refunded as appropriate for the specific method, typically within 10-14 business days.

Please note that while we process refunds promptly, it may take additional time for the funds to appear in your account depending on your financial institution.

Exceptions to the Refund Policy

The following situations are not eligible for refunds:

  • Dissatisfaction with artistic style when the delivered images are consistent with our portfolio and the style shown at booking.
  • Changes in appearance, weather conditions, or location restrictions beyond our control.
  • Client no-shows for scheduled sessions without prior notice.
  • Failure to follow photographer's instructions during the session resulting in compromised images.
  • Requests for refunds made after the timeframes specified in this policy.
  • Digital products that have been downloaded or accessed.
  • Custom-made products once production has begun.

Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, we encourage you to contact us to discuss the matter further. We value our clients and strive to resolve any issues amicably.

If we cannot resolve the issue directly, you may consider mediation or other forms of alternative dispute resolution. Any legal proceedings will be governed by the laws of the United Kingdom.

Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions about our refund policy, please contact us:

  • By email: [email protected]
  • By phone: +445591923347
  • By mail: 10 Graham Run West Keeley, ST3 2HB, United Kingdom