1. Booking confirmation and payment terms
A booking is considered confirmed only after the client has paid the required advance amount and received written confirmation from the studio. The advance amount is used to reserve the team, date, and production schedule. Once the booking is confirmed, the advance is generally treated as payment for the reserved service slot and may not be refundable unless otherwise stated in the booking agreement.
2. Cancellation by client
- Any cancellation request must be communicated in writing by email or other approved communication channel.
- If the client cancels before the agreed cancellation period, a portion of the amount may be refunded according to the booking policy.
- If the cancellation occurs close to the event date or after the production process has begun, the studio may retain the full advance or a larger portion of the total booking amount.
- For last-minute cancellations caused by emergencies, the studio may review but is not always obligated to refund the full amount.
3. Rescheduling
Clients may request a reschedule when there is a valid reason and the studio has availability on the new date. Rescheduling is subject to the original booking terms and may require a revised quotation if the date falls in a higher-demand season, a different pricing tier, or a newly scheduled production plan.
- Requests should be made as early as possible to maximise availability.
- If the new date is unavailable, the studio may offer alternative arrangements or treat the booking as a cancellation under the cancellation policy.
- Advance payments may be moved to the rescheduled date only when approved in writing by the studio.
4. Cancellation by studio
If the studio is unable to provide the booked service due to unforeseen circumstances such as illness, team unavailability, technical failure, weather disruption, venue issues, or any other event beyond reasonable control, the studio may reschedule the event or provide a refund based on the amount already paid and the circumstances involved.
In such cases, the studio’s responsibility is limited to refunding the relevant amount paid for the affected service, not to covering unrelated costs incurred by the client.
5. Delivery and service quality concerns
We take care to produce high-quality photographs and films according to the agreed package. If there is a genuine concern about service quality, delivery, missing files, or a material deviation from the agreed scope, the client may submit a written complaint and request a review.
- We review such matters based on the actual deliverables, project scope, and booking agreement.
- We may offer re-editing, additional support, or partial resolution where the issue is directly traceable to our work.
- We do not offer refunds for factors outside our control, such as weather, venue restrictions, guest behaviour, lighting conditions, or client-supplied changes after the shoot.
6. Non-refundable items
Certain portions of the booking may be non-refundable, including but not limited to:
- Advance booking deposits and reservation fees.
- Custom shooting planning, editing time, travel arrangements, and production costs already incurred.
- Additional services already delivered, approved, or partially completed.
7. Processing time
Approved refunds will be processed within a reasonable time once the request is verified and approved. The time taken to reflect the refund in the client’s account depends on the payment method and financial institution involved.
8. Final decision and dispute resolution
Any refund outcome is reviewed by the studio on a case-by-case basis. We reserve the right to make a final decision based on the booking agreement, the scope of work, any amounts due, and the relevant facts of the dispute. If there is an unresolved concern, clients may contact the studio in writing for a formal review.
9. Contact
For refund requests, booking concerns, or clarifications, please contact us with your booking details and the reason for the request.