Refund Policy

Our commitment to customer satisfaction and fair business practices

Last Updated: May 15, 2024

Introduction

At Pebble Street Photography, we strive to provide exceptional photography services and ensure your complete satisfaction. This Refund Policy outlines the terms and conditions for refunds and cancellations of our photography services, products, and packages. By booking our services or purchasing our products, you agree to the terms of this Refund Policy.

Photography Sessions

Deposits and Booking Fees

To secure your photography session, we require a non-refundable deposit of 30% of the total session fee. This deposit is:

  • Non-refundable if you cancel the session for any reason
  • Transferable to a new date (subject to availability) if you reschedule at least 14 days before your original session date
  • Applied toward your total session fee

Cancellation by Client

If you need to cancel a confirmed photography session:

  • More than 30 days before the session: The deposit is non-refundable, but may be applied to a rescheduled session within 6 months of the original date, subject to availability.
  • 14-30 days before the session: 50% of the total fee is payable and non-refundable. If you have paid in full, we will refund 50% of the session fee (excluding the non-refundable deposit).
  • Less than 14 days before the session: 100% of the total fee is payable and non-refundable.

Rescheduling

We understand that circumstances may require you to reschedule your session:

  • More than 14 days before the session: You may reschedule once at no additional cost, subject to our availability.
  • 7-14 days before the session: Rescheduling is possible with a £25 rescheduling fee, subject to our availability.
  • Less than 7 days before the session: Rescheduling is possible with a £50 rescheduling fee, subject to our availability.
  • After rescheduling once, any further changes may incur additional fees.

Cancellation by Pebble Street

In the unlikely event that we need to cancel your session:

  • We will notify you as soon as possible.
  • We will offer to reschedule your session to the next available date that works for both parties.
  • If rescheduling is not possible or not desired by you, we will refund your payment in full, including the deposit.
  • If we need to cancel due to illness, extreme weather, or other circumstances beyond our control, we will offer to reschedule or provide a full refund.

Weather Conditions

For outdoor photography sessions:

  • Light rain or overcast conditions are not grounds for cancellation, as these can actually provide excellent lighting for photography.
  • In cases of severe weather (heavy rain, storms, extreme temperatures) that would make the session unsafe or impractical, we will work with you to reschedule at no additional cost.
  • The decision to cancel due to weather will be made by Pebble Street no later than 24 hours before the session when possible.
  • Weather-related cancellations initiated by us will not result in any rescheduling fees.

Digital Products and Online Purchases

Digital Downloads

For digital products (such as digital image files) purchased through our website:

  • Due to the non-returnable nature of digital products, all sales of digital downloads are final once the download link has been accessed.
  • If you have not downloaded your purchased digital files and wish to cancel within 14 days of purchase, you may be eligible for a refund.
  • If there are technical issues with your download, please contact us within 7 days of purchase for assistance.

Online Gallery Access

For online gallery access purchased after a photography session:

  • Access to online galleries is non-refundable once the gallery has been viewed.
  • If you experience technical difficulties accessing your gallery, please contact us for assistance.

Physical Products

Prints, Albums, and Other Physical Products

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

  • Custom-Made Products: Albums, custom prints, and other items created specifically for you are non-refundable once production has begun, as these are custom-made to your specifications.
  • Defective Products: If you receive a defective product (e.g., damaged during shipping, printing errors), please notify us within 7 days of receipt with photographs of the damage. We will replace the item at no additional cost.
  • Shipping Errors: If you receive the wrong product, please contact us within 7 days for resolution.

Return Shipping

In cases where a return is authorized:

  • If the return is due to our error (wrong product, defective item), we will cover the cost of return shipping.
  • If the return is for any other reason, you will be responsible for return shipping costs.
  • All returned items must be in their original condition and packaging.

Gift Certificates and Packages

Gift Certificates

For gift certificates purchased from Pebble Street:

  • Gift certificates are non-refundable but are transferable to another person.
  • Gift certificates are valid for 12 months from the date of purchase, unless otherwise specified.
  • Expired gift certificates may be renewed at our discretion, possibly with an additional fee.

Photography Packages

For pre-paid photography packages:

  • If you wish to cancel a package before any sessions have been scheduled, a refund may be issued minus a 20% administration fee.
  • Once a session within a package has been scheduled or completed, the package becomes non-refundable, but remaining sessions can be used within the validity period (typically 12 months from purchase).

Client Satisfaction

Quality Guarantee

We take pride in our work and stand behind its quality:

  • If you are not satisfied with the quality of your photographs for technical reasons (focus, exposure, etc.), please contact us within 7 days of receiving your images to discuss resolution options.
  • Resolution may include re-editing of images, reshoot (in some circumstances), or partial refund, at our discretion.
  • Artistic interpretation, style, and creative choices (posing, composition, location, etc.) are not valid reasons for refunds, as samples of our work are available on our website and social media.

Limitation of Liability

Our liability is limited to the amount paid for the services or products in question. We are not liable for:

  • Dissatisfaction with photos due to factors outside our control (weather, location restrictions, uncooperative subjects, etc.)
  • Missed photo opportunities during events
  • Personal preference regarding style, editing, or creative direction

Processing of Refunds

When a refund is approved:

  • Refunds will be processed using the same payment method used for the original purchase when possible.
  • Refunds typically take 5-10 business days to process, depending on your payment provider.
  • Refund requests must be submitted in writing to [email protected].

Special Circumstances

We understand that life can be unpredictable. In cases of serious illness, family emergency, or other extraordinary circumstances, please contact us as soon as possible. We will work with you on a case-by-case basis to find a fair resolution, which may include rescheduling or partial refunds at our discretion.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with the effective date. The policy in effect at the time of your purchase or booking will apply to your transaction.

Contact Us

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

Pebble Street Photography
878 Robertson Orchard
Grahamborough, S60 2PT
United Kingdom
Email: [email protected]
Phone: +448051771884