Refund Policy

Last Updated: May 15, 2024

At Steady Glade, we strive to provide exceptional photography services and customer satisfaction. This Refund Policy outlines our procedures for deposits, payments, cancellations, and refunds for our photography services.

1. Deposits and Payments

1.1. Booking Deposits

To secure your photography session or event date, we require a non-refundable deposit at the time of booking. This deposit is typically 30% of the total service fee, though specific amounts may vary depending on the service package. The deposit serves to reserve our time and resources exclusively for your session and is applied toward your total balance.

1.2. Payment Schedule

The remaining balance is due 14 days prior to your scheduled photography session or event. For bookings made less than 14 days in advance, the full payment is required at the time of booking. Failure to make the final payment by the due date may result in cancellation of your booking, with the deposit being forfeited.

1.3. Payment Methods

We accept the following payment methods:

• Credit/debit cards (Visa, Mastercard, American Express)
• Bank transfers
• PayPal

2. Cancellation and Refund Policy

2.1. Client Cancellations

Our refund policy for client-initiated cancellations is as follows:

• Cancellations more than 30 days before the scheduled session: Your deposit is non-refundable, but any additional payments made will be refunded in full.
• Cancellations between 14 and 30 days before the scheduled session: 50% of the total service fee is non-refundable (includes your deposit). Any amount paid beyond this will be refunded.
• Cancellations less than 14 days before the scheduled session: No refund will be provided. The full payment is forfeited due to the limited ability to rebook the date on short notice.

All cancellation requests must be submitted in writing via email to [email protected]. The date of receipt of your email will be used to determine the applicable refund policy.

2.2. Rescheduling

We understand that circumstances may require you to reschedule your session. Our rescheduling policy is as follows:

• Rescheduling requests must be made in writing at least 14 days before the scheduled session.
• Rescheduling is subject to our availability and may incur an administrative fee of £50.
• If we are unable to accommodate your requested new date, our standard cancellation policy will apply.
• Rescheduling requests made less than 14 days before the scheduled session will be treated as a cancellation and rebooking, subject to our cancellation policy and availability.
• Sessions can only be rescheduled once. Additional reschedule requests will be treated as a new booking.

2.3. Photographer Cancellations

In the unlikely event that we need to cancel your session due to illness, injury, or other unforeseen circumstances beyond our control:

• We will notify you as soon as possible and offer to reschedule your session to the earliest available date that works for both parties.
• If rescheduling is not possible or desirable, we will provide a full refund of all payments made, including the deposit.
• In the case of significant events (e.g., weddings), we maintain a network of professional photographers who may be available as a replacement if you prefer not to reschedule. This would be arranged with your approval.

3. Digital Products and Deliverables

3.1. Digital Images and Files

Due to the nature of digital products:

• Digital photographs, files, and online galleries are non-refundable once delivered or made available for download.
• If you experience technical issues accessing your digital files, please contact us within 7 days of delivery, and we will assist in resolving the issue or provide the files in an alternative format.

3.2. Editing and Image Quality

We pride ourselves on delivering high-quality, professionally edited images. However:

• Style preferences (color treatment, artistic choices, etc.) are subjective and do not qualify for refunds.
• If you believe there are technical issues with your images (e.g., excessive noise, focus problems not related to artistic choice), please notify us within 7 days of delivery for review.
• If legitimate technical issues are identified, we will re-edit the affected images or offer partial compensation if the issues cannot be resolved.

4. Physical Products

4.1. Albums, Prints, and Merchandise

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

• Custom-designed products (such as albums) require your approval before production. Once approved and sent for production, cancellations or changes are not possible, and no refund will be provided.
• Non-custom physical products may be returned within 14 days of receipt if they are in their original, unused condition.
• Returned items must be packaged securely to prevent damage during return shipping.
• Return shipping costs are the responsibility of the client unless the product is defective.

4.2. Defective Products

If you receive a defective physical product:

• Notify us within 7 days of receipt with clear photos showing the defect.
• If we confirm a manufacturing defect, we will replace the item at no additional cost or provide a full refund for the defective item.
• Return shipping for defective items will be covered by us, and we will provide instructions for returning the item.

5. Special Circumstances

5.1. Force Majeure

In cases of force majeure (circumstances beyond reasonable control such as natural disasters, severe weather events, public health emergencies, etc.) that prevent a photography session from proceeding:

• We will work with you to reschedule the session to a mutually agreeable date without additional fees.
• If rescheduling is not possible within 6 months, you may request a refund, which will be issued minus a 10% administrative fee.

5.2. Client Satisfaction

While we cannot guarantee specific poses, expressions, weather conditions, or other variables beyond our control, we are committed to providing professional photography services to the best of our abilities. If you are dissatisfied with your experience:

• Contact us within 14 days of receiving your gallery to discuss your concerns.
• We will work with you to address reasonable concerns, which may include additional editing, a partial refund, or other solutions determined on a case-by-case basis.

6. Refund Process

When a refund is approved under this policy:

• Refunds will be processed using the same method of payment originally used for the purchase.
• Refunds typically take 5-10 business days to process, though your financial institution may require additional time for the funds to appear in your account.
• Refund confirmations will be sent via email once processed.

7. 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. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Contact Us