Introduction
At Neutral Vector, we are committed to providing exceptional photography services and ensuring our clients' satisfaction. This Refund Policy outlines the conditions under which we offer refunds for our photography services and products.
By booking our services or purchasing our products, you agree to the terms of this Refund Policy. We encourage you to read this policy carefully before making a booking or purchase.
This policy is effective from May 1, 2024, and was last updated on May 1, 2024.
Deposits and Retainers
Non-Refundable Deposits
To secure a booking for our photography services, we require a non-refundable deposit (typically 30% of the total service fee). This deposit serves to reserve your date and cover preliminary work, including:
- Scheduling and administrative costs
- Pre-shoot consultations
- Location scouting (if applicable)
- Equipment preparation
Deposits are non-refundable because we turn away other potential clients once your date is confirmed, and immediate preparations begin upon booking.
Balance Payments
The remaining balance is typically due 14 days before your scheduled session or event. Refund terms for balance payments are detailed in the following sections.
Cancellation and Refund Conditions
Client Cancellations
Our refund policy for client cancellations is as follows:
For Photography Sessions (Portraits, Family, Commercial):
- More than 30 days before the session: Deposit is non-refundable, but any balance paid will be refunded in full
- 14-30 days before the session: Deposit is non-refundable, and 50% of any balance paid will be refunded
- Less than 14 days before the session: No refund will be provided
For Weddings and Large Events:
- More than 90 days before the event: Deposit is non-refundable, but any balance paid will be refunded in full
- 30-90 days before the event: Deposit is non-refundable, and 50% of any balance paid will be refunded
- Less than 30 days before the event: No refund will be provided
Rescheduling
If you need to reschedule rather than cancel:
- More than 30 days before the session/event: One free reschedule, subject to our availability
- 14-30 days before the session/event: Rescheduling fee of 25% of the deposit amount
- Less than 14 days before the session/event: Rescheduling fee of 50% of the deposit amount
All rescheduling is subject to our availability. If we cannot accommodate your new date, standard cancellation policies will apply.
Photographer Cancellation
In the rare event that we need to cancel due to illness, injury, or other unforeseen circumstances:
- We will attempt to find a suitable replacement photographer of similar style and experience
- If no replacement is available and rescheduling is not possible, a full refund including the deposit will be provided
- For weddings, we maintain a network of backup photographers to minimize this risk
Quality Guarantee and Satisfaction
Professional Quality Guarantee
We are committed to providing professional quality photography services. All delivered images will be professionally edited according to our signature style as demonstrated in our portfolio.
Dissatisfaction with Services
If you are dissatisfied with the quality of our services, please notify us in writing within 14 days of receiving your gallery or products. Your communication should include:
- Specific concerns about the quality of the photographs
- Examples of issues (with reference to specific images)
- How you would like the situation to be resolved
We will review your concerns and may offer one of the following remedies:
- Additional editing of specific photographs
- A partial refund based on the nature and extent of the issues
- A complementary photo session (if appropriate and feasible)
- Other appropriate solutions based on the specific circumstances
Limitations
Please note that refunds based on stylistic preferences are not provided. Our portfolio demonstrates our photographic style, and we expect clients to review this before booking. Subjective preferences about posing, composition, lighting style, or color treatment are not grounds for refunds if the work is consistent with our portfolio.
Refunds for Physical Products
Photo Albums and Prints
For physical products such as albums, prints, and other photo merchandise:
- Manufacturing defects: Full refund or replacement if reported within 14 days of receipt
- Damage during shipping: Full refund or replacement if reported within 7 days of receipt (please provide photos of the damaged items and packaging)
- Client error in ordering: No refund available, as these are custom-made products
- Change of mind: No refund available, as these are custom-made products
Digital Products
Due to the nature of digital products, once digital files have been delivered, no refunds are available. This includes:
- Digital image downloads
- Digital albums
- Editing presets or other digital assets
Force Majeure and Circumstances Beyond Our Control
In cases where a session or event cannot proceed due to circumstances beyond our control, the following policies apply:
Weather Conditions (for Outdoor Sessions)
- For outdoor sessions affected by adverse weather, we offer free rescheduling to a mutually agreeable date
- The decision to reschedule due to weather will be made by the photographer based on safety concerns and the potential impact on image quality
- If rescheduling is not possible within 90 days, a partial refund of 50% of the balance payment (excluding the non-refundable deposit) may be offered
Other Force Majeure Events
For situations such as natural disasters, public health emergencies, or other circumstances beyond reasonable control:
- We will work with you to reschedule to a mutually agreeable date
- If rescheduling is not possible within 6 months, a partial refund may be offered based on the specific circumstances
- Any non-recoverable expenses already incurred (e.g., travel arrangements, venue-specific preparations) will be deducted from any refund
How to Request a Refund
To request a refund, please follow these steps:
- Contact us at [email protected] with the subject line "Refund Request"
- Include the following information:
- Your full name and contact information
- Booking date and service/product details
- Reason for requesting a refund
- Any relevant supporting documentation or images
- We will acknowledge your request within 3 business days
- We will review your request and respond with a decision within 14 business days
For urgent matters, you may also call us at +440262833464, but all refund requests must be documented in writing.
Refund Processing
Processing Time
If a refund is approved, we will process it within the following timeframes:
- Credit/debit card payments: 5-10 business days
- Bank transfers: 7-14 business days
- Other payment methods: Varies based on the payment processor
Please note that while we process refunds promptly, the time it takes for the funds to appear in your account depends on your financial institution and is beyond our control.
Refund Method
Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed. In cases where this is not possible, an alternative refund method will be discussed.
Gift Certificates and Vouchers
- Gift certificates and vouchers are non-refundable
- Gift certificates are valid for 12 months from the date of purchase unless otherwise specified
- Expired gift certificates may be extended at our discretion, subject to a reactivation fee
- Gift certificates may be transferred to another person with prior written notice to us
Special Promotions and Discounted Services
Services purchased during special promotions, at discounted rates, or through third-party voucher sites may have different refund terms. These specific terms will be communicated at the time of purchase and will supersede the general terms in this Refund Policy.
Typically, heavily discounted services and flash sales are non-refundable unless required by law.
Exceptions and Special Circumstances
We understand that life can be unpredictable, and exceptional circumstances may arise. In cases of serious illness, bereavement, or other significant life events, we may consider exceptions to our standard refund policy on a case-by-case basis.
Supporting documentation may be requested for such exceptions. Please contact us as soon as possible if such circumstances arise.
Dispute Resolution
If you are dissatisfied with our decision regarding your refund request:
- Please contact us directly to discuss your concerns
- If we cannot reach a mutually satisfactory resolution, you may seek mediation through a third-party dispute resolution service
- All disputes will be governed by the laws of the United Kingdom
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy that was in effect at the time of your booking will apply to your transaction.
We recommend reviewing this policy periodically for any updates or changes.
Contact Information
If you have any questions about this Refund Policy, please contact us at:
