Refund Policy

Thank you for choosing PineWindow Photography for your photography needs. We value your satisfaction and strive to provide exceptional service. This Refund Policy outlines our procedures and guidelines regarding deposits, payments, cancellations, and refunds for our various photography services.

Please read this policy carefully before booking our services. By engaging our services, you agree to be bound by the terms of this Refund Policy.

1. Deposits and Payments

1.1 Booking Deposits

To secure your booking date and time, we require a non-refundable deposit at the time of booking. The deposit amount varies depending on the type of service:

• Portrait sessions: 25% of the total session fee
• Wedding photography: 30% of the total package price
• Commercial photography: 40% of the estimated project cost
• Event photography: 30% of the total package price

1.2 Payment Schedule

The remaining balance is due according to the following schedule:

• Portrait sessions: Full payment due on the day of the session
• Wedding photography: 50% due 30 days before the wedding date, final 20% due 7 days before the wedding date
• Commercial photography: 30% due at project commencement, final 30% due upon delivery of final images
• Event photography: Final payment due 7 days before the event date

2. Cancellation Policy

2.1 Client Cancellations

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

Portrait Sessions:

• Cancellation more than 7 days before the session: The deposit is non-refundable but can be applied to a rescheduled session within 3 months of the original date.
• Cancellation within 7 days of the session: The deposit is non-refundable and cannot be applied to a future session.

Wedding Photography:

• Cancellation more than 90 days before the wedding: The deposit is non-refundable but 50% of it can be applied to another service within 6 months.
• Cancellation 30-90 days before the wedding: The deposit is non-refundable and any additional payments made are non-refundable.
• Cancellation less than 30 days before the wedding: All payments made are non-refundable.

Commercial Photography:

• Cancellation more than 14 days before the project start date: 50% of the deposit will be refunded.
• Cancellation within 14 days of the project start date: The deposit is non-refundable.
• Cancellation after project commencement: All payments made are non-refundable, and payment for completed work will be due.

Event Photography:

• Cancellation more than 30 days before the event: The deposit is non-refundable but can be applied to another event within 6 months.
• Cancellation 14-30 days before the event: The deposit is non-refundable and cannot be applied to future services.
• Cancellation less than 14 days before the event: All payments made are non-refundable.

2.2 Rescheduling

We understand that circumstances may require rescheduling. Our rescheduling policy is as follows:

• First reschedule request made more than 14 days before the original date: No additional fee, subject to our availability.
• Reschedule requests made within 14 days of the original date: A rescheduling fee of £50 will apply, subject to our availability.
• More than one reschedule request: A rescheduling fee of £75 will apply for each additional request, subject to our availability.

3. Service Cancellations by PineWindow

3.1 Photographer Illness or Emergency

In the unlikely event that the assigned photographer is unable to fulfill the booking due to illness, injury, or personal emergency, we will:

• Make every reasonable effort to find a suitable replacement photographer of similar style and expertise, or
• Offer to reschedule the session/event to another mutually agreeable date at no additional cost, or
• Provide a full refund of all payments made, including the deposit.

3.2 Extreme Weather Conditions

For outdoor sessions affected by extreme weather conditions that make photography unsafe or impractical:

• The session will be rescheduled to a mutually agreeable date at no additional charge.
• Determination of "extreme weather" is at the photographer's discretion and will be communicated as early as possible.
• Light rain, overcast skies, or cold temperatures are not considered extreme weather conditions for most photography sessions.

3.3 Force Majeure

PineWindow Photography will not be liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including but not limited to natural disasters, pandemic, war, terrorism, riots, fire, or governmental action. In such cases:

• We will make reasonable efforts to reschedule the service.
• If rescheduling is not possible or desired, we will provide a partial refund at our discretion based on the circumstances and any partial services that may have been provided.

4. Service Quality and Satisfaction

4.1 Image Delivery Guarantee

We are committed to delivering high-quality images according to the timeline specified in your service agreement. In the event of a delay in delivery (exceeding 14 days beyond the promised delivery date) that is solely our responsibility, we will offer a 10% discount on the total service price.

4.2 Artistic Style and Interpretation

Photography is a creative art, and our work reflects our unique artistic vision and style. We carefully curate images from each session and apply professional editing consistent with our portfolio examples. Refunds will not be provided based on:

• Stylistic preferences or artistic direction
• Specific shots not taken (unless they were explicitly listed in a shot list provided and agreed upon in advance)
• Preference for a different editing style than our established look

4.3 Technical Issues

In the unlikely event of equipment failure, data loss, or other technical issues that result in a significant loss of images or severely compromise the quality of the delivered product:

• For portrait sessions: We will offer a complimentary reshoot at a mutually convenient time.
• For weddings or events that cannot be recreated: A partial refund will be provided, proportional to the severity of the issue and the impact on the final deliverables.

5. Digital Products and Online Purchases

5.1 Digital Downloads

For digital products purchased through our website (e.g., presets, digital backgrounds, e-books):

• Due to the nature of digital products, all sales are final once the download link has been accessed or the product has been downloaded.
• If you experience technical difficulties accessing your purchase, please contact us within 7 days for assistance.

5.2 Online Courses and Tutorials

For online photography courses and tutorials:

• A full refund will be issued if requested within 7 days of purchase, provided you have not completed more than 25% of the course content.
• No refunds will be issued after 7 days of purchase or if more than 25% of the course has been accessed.

5.3 Print Products

For physical print products (albums, prints, canvases, etc.):

• Custom-created products (such as albums with your images) cannot be refunded once production has begun.
• If you receive a print product that is damaged or defective, please notify us within 7 days of receipt with photographs of the damage for a replacement or refund.
• Color variations between digital images and printed products are normal and are not considered defects.

6. How to Request a Refund

To request a refund, please contact us at:

• Email: [email protected]
• Phone: +440689480054
• Mail: PineWindow Photography, Studio 72 Olivia Street, Jamesshire PO37 6NN, United Kingdom

Please include the following information in your refund request:

• Your name and contact information
• Service date and description
• Reason for the refund request
• Any relevant supporting documentation

We will acknowledge your request within 2 business days and process eligible refunds within 10 business days of approval. Refunds will be issued using the original payment method when possible.

7. Dispute Resolution

If you have concerns about our services that are not resolved through our standard refund process, we encourage you to contact us directly to discuss the matter. We are committed to fair and reasonable resolution of all client concerns.

If we cannot resolve the dispute directly, it will be handled in accordance with the dispute resolution provisions in our Terms and Conditions.

8. Changes to This Policy

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

9. Contact Us

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

PineWindow Photography
Studio 72 Olivia Street
Jamesshire PO37 6NN
United Kingdom
Email: [email protected]
Phone: +440689480054