ConnectVector

Last Updated: November 15, 2023

At ConnectVector, we are committed to providing high-quality photography services and products. We understand that circumstances may arise requiring cancellation or changes to your booking, or that you may not be completely satisfied with a product. This Refund Policy outlines the conditions under which refunds are provided.

1. Photography Services Refund Policy

1.1 Deposits and Booking Fees

When you book a photography service with us, a non-refundable deposit (typically 30-50% of the total fee) is required to secure your date and time. This deposit serves to compensate us for holding the date exclusively for you and for preparation work already undertaken.

However, deposits may be refundable under the following conditions:

• If you cancel more than 30 days before a standard session (portrait, family, etc.), a 50% refund of your deposit will be issued.
• If you cancel more than 60 days before a wedding or large event, a 50% refund of your deposit will be issued.
• If ConnectVector needs to cancel the session due to illness, emergency, or other unforeseen circumstances, you will receive a 100% refund of your deposit or the option to reschedule at no additional cost.

1.2 Rescheduling

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

• Rescheduling requests made more than 14 days before the scheduled session will be accommodated at no additional charge, subject to availability.
• Rescheduling requests made within 14 days but more than 48 hours before the scheduled session will incur a £50 rescheduling fee.
• Rescheduling requests made less than 48 hours before the scheduled session will be treated as a cancellation, and a new deposit will be required to book a new date.

Please note that we can only guarantee availability for the original date booked. While we will make every effort to accommodate a new date, our schedule may be fully booked, especially during peak seasons.

1.3 Weather-Related Cancellations

For outdoor sessions, inclement weather may necessitate rescheduling. If either you or the photographer determines that weather conditions would negatively impact the quality of the photographs, the session can be rescheduled at no additional cost, regardless of how close to the session time the decision is made.

Weather-related rescheduling decisions should ideally be made at least 3 hours before the scheduled session time.

2. Product Orders Refund Policy

2.1 Digital Products

Due to the nature of digital products, all sales of digital images, editing presets, or other digital downloads are final and non-refundable once the download link has been accessed or the product has been delivered.

2.2 Physical Products (Prints, Albums, etc.)

For physical products, our refund policy is as follows:

• Custom-Made Products: Custom-designed items such as photo albums, wall art with custom layouts, or personalized products are non-refundable once production has begun, unless they arrive damaged or with printing/production defects.
• Standard Print Products: Standard prints (e.g., individual photographs in standard sizes without custom editing) may be returned within 14 days of receipt if you are not satisfied with the quality. The prints must be returned in their original packaging and undamaged.
• Damaged Products: If any product arrives damaged, please notify us within 48 hours of receipt with photographs of the damage. We will replace the damaged items at no additional cost.

2.3 Shipping Costs

Shipping costs are non-refundable except in cases where products arrive damaged or defective. In cases where a refund is approved for a return, the original shipping costs will not be refunded, and the customer is responsible for the cost of returning the items.

3. Satisfaction Guarantee

3.1 Photography Sessions

We take great pride in our work and want you to be completely satisfied with your photographs. If you are not satisfied with the quality of your photographs due to technical issues on our part (focus, exposure, etc.), we offer the following remedies:

• A re-shoot at no additional cost, subject to availability.
• A partial refund, determined on a case-by-case basis, considering the extent of the issue.
• Additional editing to address specific concerns, where possible.

Please note that stylistic preferences (pose choices, editing style, etc.) that were consistent with our portfolio and discussed approach are not grounds for a refund or re-shoot.

3.2 Time Frame for Quality Concerns

Any concerns about the quality of photographs must be raised within 14 days of delivery. After this period, we cannot guarantee that adjustments or re-shoots will be possible.

4. Refund Processing

4.1 Refund Methods

Refunds will be issued using the same payment method used for the original purchase when possible. If the original payment method is no longer available, we will work with you to find an alternative refund method.

4.2 Processing Time

Approved refunds are typically processed within 5-7 business days. However, depending on your payment method and financial institution, it may take 5-10 additional business days for the refund to appear in your account.

5. How to Request a Refund

To request a refund or discuss concerns about your photography services or products, please contact us using one of the following methods:

Please include the following information in your refund request:

• Your name and contact information
• Date of service or product purchase
• Description of the issue
• Your order or booking reference number
• Any relevant documentation (e.g., photographs of damaged products)

6. Exceptions and Special Circumstances

6.1 Force Majeure

In cases of force majeure (natural disasters, severe illness, etc.) that prevent either party from fulfilling the service agreement, we will work with you to find a suitable solution, which may include rescheduling or a full refund.

6.2 Special Events (Weddings, Corporate Events)

Due to the unique and non-repeatable nature of weddings and special events, our policies for these services are more stringent:

• Cancellations more than 90 days before the event: 50% of deposit refunded
• Cancellations 30-90 days before the event: Deposit is non-refundable, but may be applied to a future service within one year
• Cancellations less than 30 days before the event: Full payment is required as stated in the contract

6.3 Client No-Shows

If you fail to attend your scheduled session without prior notice ("no-show"), the session will be forfeited without refund. In exceptional circumstances with documented emergencies, we may, at our discretion, offer a one-time reschedule opportunity with a rescheduling fee.

7. 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.

8. Contact Information

If you have questions about this Refund Policy or need further assistance, please contact our customer service team: