Refund Policy

Introduction

At Estuary Bend, we are committed to providing high-quality photography services and ensuring customer satisfaction. This Refund Policy outlines our procedures and guidelines regarding refunds, cancellations, and rescheduling for our services and products.

Please read this policy carefully before booking our services or purchasing any products. By engaging our services or making a purchase, you agree to be bound by this Refund Policy.

Photography Services

Deposits and Booking Fees

To secure a booking with Estuary Bend, we require a non-refundable deposit of 30% of the total service fee. This deposit serves to reserve your date in our calendar and covers administrative costs, pre-session consultations, and preliminary planning.

The deposit is non-refundable under any circumstances, including client cancellation. However, in certain exceptional cases at our discretion, the deposit may be transferred to a rescheduled date or applied as credit towards a future session.

Cancellations by Client

Our cancellation policy for the remaining balance (after deposit) is as follows:

• Cancellations made 30 days or more before the scheduled date: No additional charges beyond the non-refundable deposit.
• Cancellations made 14-29 days before the scheduled date: 50% of the total fee is due (including the deposit).
• Cancellations made less than 14 days before the scheduled date: The full fee is due with no refund provided.

All cancellations must be submitted in writing via email to [email protected].

Rescheduling

We understand that circumstances may require rescheduling your session. Our rescheduling policy is as follows:

• Rescheduling requests made 30 days or more before the scheduled date: One free reschedule, subject to our availability.
• Rescheduling requests made 14-29 days before the scheduled date: A rescheduling fee of 10% of the total service fee applies.
• Rescheduling requests made less than 14 days before the scheduled date: A rescheduling fee of 25% of the total service fee applies.

Rescheduled sessions are subject to our availability. If we cannot accommodate your new requested date, our standard cancellation policy will apply.

Cancellations by Estuary Bend

In the rare event that we must cancel a session due to illness, emergency, or other unavoidable circumstances:

• We will make every effort to reschedule at a mutually convenient time.
• If rescheduling is not possible or desired, we will provide a full refund of all payments made, including the deposit.

In case of cancellation due to extreme weather conditions or other events beyond our control (force majeure), we will work with you to reschedule. If rescheduling is not possible within 6 months, a full refund will be provided.

Digital Products and Downloads

For digital products, including additional digital images purchased after a session:

• Due to the nature of digital products, all sales are final once the digital files have been delivered.
• If you have not yet downloaded your digital files and wish to cancel within 24 hours of purchase, we may issue a refund at our discretion.
• If there are technical issues with the digital files we provide, we will replace them or fix the issues at no additional cost.

Physical Products

For physical products such as prints, albums, and other photo merchandise:

Custom Products

Custom-designed products (albums, wall art, etc.) require your approval before production:

• Once you have approved the design and production has begun, no refunds will be issued.
• If you cancel before approving the design, a refund minus a 20% design fee will be issued.

Non-Custom Products

For standard prints and non-custom products:

• If you cancel before production has begun, a full refund will be issued.
• If production has begun but the product has not shipped, a 50% refund may be issued.
• No refunds will be issued after the product has shipped.

Defective Products

If you receive a defective product:

• Notify us within 7 days of receipt with clear photos of the defect.
• Defective products will be replaced at no additional cost.
• If a replacement is not possible, a full refund will be issued.

Gift Certificates and Vouchers

For gift certificates and vouchers purchased from Estuary Bend:

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

Client Dissatisfaction

If you are dissatisfied with the quality of our services:

• Please notify us in writing within 14 days of receiving your gallery or products.
• Include specific details about your concerns and what resolution you are seeking.
• We will review your concerns and work with you to find a satisfactory resolution, which may include partial refunds, reshoot opportunities (at our discretion), or additional editing.

Please note that photography is a subjective art form, and stylistic preferences are not grounds for refunds. We encourage all clients to thoroughly review our portfolio before booking to ensure our style aligns with your vision.

Processing of Refunds

When a refund is approved:

• Refunds will be processed using the original payment method when possible.
• Credit card refunds typically appear within 5-10 business days, depending on your card issuer.
• Bank transfer refunds may take 3-5 business days to process.

Special Circumstances

We understand that exceptional circumstances can occur. In cases of serious illness, bereavement, or other significant events, please contact us as soon as possible. We will consider these situations on a case-by-case basis and may offer more flexible terms.

Documentation may be required to verify such circumstances.

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. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us at:

• Estuary Bend
• 1 Hunter Extension, South Duncan, SG5 3JJ, UK
• Email: [email protected]
• Phone: +44 409 177 0343