Refund Policy

Last Updated: May 1, 2024

Thank you for choosing Urban Outlook Photography for your photography needs. We understand that circumstances may change, and we have developed this refund policy to be fair to both our clients and our business. Please read this policy carefully before booking our services.

1. Deposits and Booking Fees

When you book a photography session or event with Urban Outlook Photography, we require a non-refundable deposit to secure your date in our calendar. This deposit amount varies based on the type of service and is specified in your service agreement.

1.1 Purpose of Deposits

Deposits serve to:

• Reserve your specific date and time in our calendar
• Cover administrative costs associated with your booking
• Compensate for potential lost business from declining other clients for your date

Once paid, deposits are non-refundable under any circumstances, as they represent our commitment to keeping your date reserved exclusively for you.

2. Cancellation Policy

2.1 Cancellations Made 30+ Days Before Session

If you need to cancel your photography session more than 30 days before the scheduled date:

• Your deposit will be forfeited
• Any additional payments made beyond the deposit may be refunded at our discretion, less a 5% processing fee

2.2 Cancellations Made Less Than 30 Days Before Session

For cancellations made within 30 days of your scheduled session:

• Your deposit will be forfeited
• Any balance paid may be forfeited according to the following schedule:
  • 15-30 days before: 50% of total balance may be refunded
  • 8-14 days before: 25% of total balance may be refunded
  • 0-7 days before: No refund will be issued

2.3 Special Event Cancellations (Weddings and Large Events)

Due to the significant preparation time and scheduling commitments involved, weddings and large events have a more stringent cancellation policy:

• Cancellation 90+ days before: Deposit is forfeited, remaining balance refunded less 10% processing fee
• Cancellation 60-89 days before: Deposit is forfeited, 50% of remaining balance refunded
• Cancellation 30-59 days before: Deposit is forfeited, 25% of remaining balance refunded
• Cancellation less than 30 days before: No refund will be issued

3. Rescheduling Policy

We understand that circumstances sometimes necessitate rescheduling. Our policy regarding rescheduling is as follows:

3.1 Rescheduling Timeframes

• First Reschedule Request:
  • 30+ days before session: No fee, subject to availability
  • 14-29 days before session: £25 rescheduling fee, subject to availability
  • Less than 14 days before session: £50 rescheduling fee, subject to availability
• Subsequent Reschedule Requests: £75 fee regardless of timing, subject to availability

3.2 Rescheduling vs. Cancellation

If we cannot accommodate your preferred reschedule date, you may choose to:

• Select an alternative available date
• Cancel your session subject to the cancellation terms outlined above
• Receive a credit toward a future session, valid for 6 months (less a 15% administrative fee)

4. Weather and Illness Considerations

4.1 Outdoor Sessions and Inclement Weather

For outdoor photography sessions that are impacted by severe weather conditions:

• We will monitor weather forecasts and may suggest rescheduling if severe weather is predicted
• Weather-related rescheduling initiated by either party within 48 hours of the session will not incur rescheduling fees
• Light rain, overcast conditions, or mild weather fluctuations are not considered severe weather and do not qualify for free rescheduling

4.2 Illness

If you or essential participants are ill on the day of your session:

• Please notify us as soon as possible
• With proper documentation (such as a doctor's note), illness-related rescheduling may not incur additional fees
• Without documentation, our standard rescheduling fees may apply

5. Product Orders and Prints

5.1 Custom Products

For custom products such as albums, prints, and wall art:

• Orders cannot be refunded once production has begun
• Changes to orders may be possible before production starts, but may incur additional fees
• Damaged products must be reported within 7 days of receipt and will be replaced at no cost

5.2 Digital Products

For digital products and downloads:

• Once digital files have been delivered, they cannot be refunded
• If you encounter technical difficulties accessing your files, please contact us for assistance

6. Refund Process and Timeframes

When a refund is approved:

• Refunds will be processed within 14 business days
• Refunds will be issued using the original payment method when possible
• Credit card refunds may take an additional 3-5 business days to appear on your statement, depending on your financial institution

7. Service Quality Guarantee

We are committed to providing high-quality photography services. If you are unsatisfied with your images due to technical issues within our control (such as focus, exposure, or composition problems):

• Please notify us within 14 days of receiving your gallery
• We will review your concerns and may offer:
  • Additional editing of the affected images
  • A complimentary mini-session to capture additional images
  • A partial refund in extreme cases, determined at our discretion

Please note that artistic style, posing preferences, or other subjective aspects of photography are not covered under our quality guarantee.

8. Force Majeure

In case of circumstances beyond our control that prevent us from fulfilling our service obligations (such as serious illness, accident, or natural disaster):

• We will make every effort to provide a suitable replacement photographer of similar style and experience
• If no replacement can be arranged, any payments made will be refunded in full
• Our liability is limited to the refund of payments received

9. Special Circumstances

We understand that life can be unpredictable. In cases of serious family emergencies, bereavement, or other exceptional circumstances, please contact us as soon as possible. We will work with you compassionately to find the best solution, which may include special rescheduling arrangements or other accommodations at our discretion.

10. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will not apply retroactively to bookings already confirmed with a deposit. The version of the refund policy in effect at the time of your booking will apply to your transaction.

11. Contact Us