Refund Policy

Introduction

At Steady Willow Field, we strive to provide exceptional photography services and ensure complete customer satisfaction. This Refund Policy outlines the terms and conditions regarding refunds for our services and products.

Booking Fee/Retainer

To secure your booking date, we require a non-refundable booking fee (also called a retainer). This fee is used to reserve your date and time, and it is not refundable under any circumstances as we may turn away other clients for your reserved date.

The booking fee is typically 25-50% of your total package price, depending on the service, and will be clearly specified in your contract.

Cancellations and Rescheduling

Client Cancellations

If you need to cancel your photography session or event coverage, the following terms apply:

• Cancellation 60+ days before the scheduled date: The booking fee is non-refundable, but any additional payments made will be refunded.
• Cancellation 30-59 days before the scheduled date: The booking fee is non-refundable, and 50% of any additional payments made will be refunded.
• Cancellation less than 30 days before the scheduled date: No refund will be issued, and you will be responsible for any outstanding balance as specified in your contract.

Rescheduling

If you need to reschedule your photography session:

• Rescheduling 30+ days before the scheduled date: One free reschedule is permitted, subject to our availability. Your booking fee will transfer to the new date.
• Rescheduling less than 30 days before the scheduled date: A rescheduling fee of 25% of the booking fee will apply, and the new date is subject to our availability.
• If we are unavailable for your new date: This will be treated as a cancellation under the terms above.

Photographer Cancellation

In the unlikely event that Steady Willow Field needs to cancel due to illness, emergency, or other unavoidable circumstances:

• We will make every effort to find a replacement photographer of similar style and experience.
• If no replacement can be found or if you decline our replacement, you will receive a full refund of all payments made.
• Our liability is limited to the return of all payments made. We are not liable for any additional costs or damages incurred as a result of the cancellation.

Products and Deliverables

Digital Files

Once digital files have been delivered, they are considered final. We take great care in the editing process to ensure all images meet our high standards. However, if you believe there are technical issues with your images, please contact us within 7 days of receiving your gallery.

Physical Products (Albums, Prints, etc.)

For physical products:

• All print products must be inspected within 7 days of receipt. Any damage or quality issues must be reported to us within this timeframe.
• If a product arrives damaged or with printing errors, we will replace it at no additional cost.
• Custom-designed products (such as albums) go through an approval process before printing. Once you have approved a design, any changes requested after production has begun may incur additional charges.
• We are not responsible for color variations between your screen and the final printed product due to differences in monitor calibration and printing processes.

Dissatisfaction with Services

If you are dissatisfied with the photography services provided:

• You must notify us in writing within 14 days of receiving your images, detailing the specific reasons for your dissatisfaction.
• We will review your concerns and work with you to find a suitable resolution, which may include additional editing, a partial refund, or in extreme cases, a reshoot (subject to availability and at our discretion).
• Any refund or reshoot agreed upon will be considered full and final settlement of the matter.

Please note: Stylistic preferences (such as preferring more black and white images, different poses, etc.) do not qualify as reasons for refunds, as these are subjective and artistic choices. We encourage discussing your preferences thoroughly before your session.

Refund Processing

When a refund is approved:

• Refunds will be processed using the same payment method used for the original transaction unless otherwise agreed.
• Processing time for refunds is typically 5-10 business days but may vary depending on your payment method and financial institution.
• You will receive an email confirmation when your refund has been processed.

Special Circumstances

We understand that unforeseen circumstances can arise. In cases of serious illness, injury, or bereavement that prevent you from using our services on the scheduled date, we may, at our discretion, offer more flexible terms than those stated above. Such circumstances will be evaluated on a case-by-case basis and may require documentation.

Contract Terms

This Refund Policy is a general guideline. Your specific contract may contain additional or different terms regarding cancellations and refunds. In the event of any inconsistency between this policy and your contract, the terms of your contract will prevail.

Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will not apply retroactively to bookings made before the policy change. The version of the refund policy in effect at the time of signing your contract is the version that applies to your booking.

Contact Us

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

Steady Willow Field
Carlie Station, Parkerberg W5 9TG
Phone: +449761376865
Email: [email protected]