1. Introduction
At Mild Stone Garden Photography, we strive to provide exceptional photography services and ensure your complete satisfaction. This Refund Policy is designed to provide clarity on when and how refunds are processed for our services.
By booking our services or making a purchase, you acknowledge that you have read, understood, and agree to this Refund Policy.
2. Booking Fees and Deposits
2.1 Non-Refundable Deposits
When booking a photography session or package with Mild Stone Garden Photography, you are required to pay a non-refundable booking fee/deposit to secure your date and time. This deposit is non-refundable as it:
- Reserves your specific date and time, preventing us from booking other clients for that slot
- Covers administrative costs and preparation time
- Compensates for potential lost business opportunities
The standard deposit amount is 30% of the total session fee, unless otherwise specified in your contract.
2.2 Transferable Deposits
While deposits are non-refundable, they may be transferable to a different date under certain circumstances:
- If you need to reschedule more than 30 days before your scheduled session, the deposit can be transferred to a new date within 6 months of the original date, subject to our availability.
- Rescheduling requests made less than 30 days before the scheduled session date will incur an additional rescheduling fee of 25% of the total session fee.
All rescheduling requests must be made in writing and are subject to our availability.
3. Cancellations and Refunds
3.1 Client Cancellations
Our cancellation and refund policy for client-initiated cancellations is as follows:
- Cancellations more than 90 days before the session date: Your deposit is forfeited, but no additional payment is required.
- Cancellations between 30-90 days before the session date: Your deposit is forfeited, and you are responsible for 50% of the remaining balance.
- Cancellations less than 30 days before the session date: You are responsible for the full session fee, and no refund will be issued.
All cancellation requests must be submitted in writing (email is acceptable).
3.2 Exceptional Circumstances
We understand that exceptional circumstances beyond your control may arise. In cases of serious illness, injury, or bereavement, we may consider special arrangements on a case-by-case basis. Supporting documentation may be requested.
3.3 Photographer Cancellations
In the unlikely event that Mild Stone Garden Photography needs to cancel your booking due to illness, emergency, or other unforeseen circumstances, we will:
- Attempt to find a replacement photographer of similar style and expertise, or
- Offer to reschedule your session to another mutually agreeable date, or
- Provide a full refund of all monies paid, including the deposit
Our liability is limited to the amount you have paid for the photography services.
4. Weather-Related Cancellations
For outdoor sessions that are weather-dependent:
- If weather conditions are unsuitable for photography (heavy rain, snow, extreme temperatures), we will work with you to reschedule without additional fees.
- The decision to cancel due to weather conditions must be mutual between the photographer and client.
- Rescheduled sessions due to weather must take place within 3 months of the original date.
For indoor sessions or events that are not weather-dependent, standard cancellation policies apply regardless of weather conditions.
5. Dissatisfaction with Services
5.1 Quality Guarantee
We are committed to delivering high-quality professional photography services. If you are dissatisfied with the technical quality of your images (focus, exposure, or composition issues), please notify us in writing within 14 days of receiving your gallery.
We will review your concerns and, if we determine there are legitimate technical deficiencies:
- Offer additional editing to correct the issues where possible, or
- Offer a partial refund proportional to the extent of the issue, or
- Offer a complimentary mini-session to reshoot (where feasible)
Please note that artistic style, creative decisions, or subjective preferences (such as poses, locations, or editing style) are not considered technical deficiencies and are not eligible for refunds.
5.2 Non-Delivery of Images
In the extremely rare event that we are unable to deliver any images due to complete technical failure (camera malfunction, memory card corruption, etc.):
- For events that cannot be recreated (such as weddings): A full refund will be issued.
- For portrait sessions: We will offer a reshoot at no additional cost or a full refund at your option.
6. Digital Products and Downloads
6.1 Digital Products
For digital products purchased through our website (such as presets, templates, or educational materials):
- Due to the digital nature of these products, all sales are final once the download link has been accessed.
- If you experience technical issues with downloading or accessing digital products, please contact us within 7 days of purchase for assistance.
- If a digital product is found to be defective or not as described, please contact us within 7 days of purchase with specific details of the issue.
6.2 Online Courses and Tutorials
For online photography courses, workshops, or tutorials purchased through our website:
- A 14-day money-back guarantee is provided if you are not satisfied with the content.
- Refund requests must be submitted in writing within 14 days of purchase, explaining the reason for dissatisfaction.
- Refunds will not be issued if more than 25% of the course content has been accessed.
7. Print Products
7.1 Print Quality Issues
If you receive print products (albums, prints, canvases, etc.) that have quality defects:
- Notify us within 7 days of receipt with detailed descriptions and photographs of the defects.
- If we determine the product is defective, we will replace it at no additional cost.
- Shipping costs for returning defective products will be reimbursed upon receipt of proof of shipment.
Normal variations in color, texture, or finish that are within industry standards are not considered defects.
7.2 Custom Print Orders
For custom-designed products (albums, wall art collections, etc.):
- All custom orders require approval of digital proofs before printing.
- Once you have approved the design, refunds cannot be issued if you change your mind about the design choices.
- If the final product significantly differs from the approved proof, we will correct or replace the product at no additional cost.
8. Refund Process
8.1 Requesting a Refund
To request a refund:
- Contact us in writing at [email protected] with the subject line "Refund Request"
- Include your full name, date of service or purchase, and detailed reason for the refund request
- Provide any relevant documentation or evidence supporting your request
All refund requests will be reviewed within 5 business days, and we will respond with our decision.
8.2 Processing Time
When a refund is approved:
- Credit card refunds will be processed within 5-10 business days
- Bank transfer refunds may take 7-14 business days to appear in your account
- Refunds will be issued using the same payment method used for the original purchase
9. Contact Information
If you have any questions about this Refund Policy, please contact us at:
Mild Stone Garden Photography
27 Holmes Causeway
New Jamie S66 8JW
Phone: +442003696215
Email: [email protected]
10. Changes to This Refund 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 following the posting of changes constitutes your acceptance of those changes.