Refund Policy

Last Updated: May 15, 2023

At Pond Harbor, we strive to provide exceptional photography services that meet or exceed your expectations. We understand that circumstances may arise that necessitate cancellations or changes to your booking. This Refund Policy outlines our guidelines regarding deposits, payments, cancellations, and refunds.

1. Deposits and Booking Fees

1.1 Securing Your Booking

To secure your photography session or event date, we require a non-refundable deposit at the time of booking. The deposit amount varies based on the type of service:

1.2 Purpose of Deposits

Deposits serve to:

• Reserve your chosen date and time in our calendar
• Cover pre-session planning and preparation
• Compensate for potential lost bookings once your date is reserved
• Cover administrative costs associated with your booking

1.3 Payment of Remaining Balance

The remaining balance is due according to the following schedule:

• Portrait Sessions: Full payment due on or before the day of the session
• Wedding Photography: Remaining balance due 14 days before the wedding date
• Event Photography: Remaining balance due 7 days before the event
• Commercial Photography: As specified in the project contract

2. Cancellation Policy

2.1 Client Cancellations

If you need to cancel your booking, the following refund schedule applies:

Please note that deposits are non-refundable regardless of when cancellation occurs.

2.2 Cancellation Process

To cancel a booking, you must notify us in writing via email to [email protected]. The cancellation date will be the date we receive your written notice.

2.3 Exceptional Circumstances

We understand that unforeseen circumstances may arise. In cases of serious illness, bereavement, or other exceptional situations, we may, at our discretion, offer more flexible cancellation terms. Supporting documentation may be required.

3. Rescheduling Policy

3.1 Client-Requested Rescheduling

If you need to reschedule your session or event:

• More than 14 days notice: One free reschedule to a new date within 6 months, subject to our availability
• 7-14 days notice: Rescheduling fee of £50 applies
• Less than 7 days notice: Rescheduling fee of £100 applies

If we cannot accommodate your preferred new date, our standard cancellation policy will apply.

3.2 Multiple Reschedules

After one reschedule, any additional rescheduling requests will incur a fee of £100 regardless of notice period. All reschedules must be to a date within 6 months of the original booking date.

4. Photographer Cancellation

4.1 Circumstances Beyond Our Control

In the rare event that Pond Harbor needs to cancel due to illness, injury, family emergency, or other circumstances beyond our control:

• We will make every effort to find a suitable replacement photographer of similar style and experience
• If a replacement cannot be found, we will offer to reschedule to another mutually agreeable date
• If rescheduling is not possible, a full refund (including deposit) will be provided

4.2 Extreme Weather Conditions

For outdoor sessions that cannot proceed due to extreme weather conditions:

• We will work with you to reschedule without additional fees
• The decision to reschedule due to weather will be made by mutual agreement
• Light rain or overcast conditions are not considered extreme weather for most sessions

5. Product and Service Satisfaction

5.1 Quality Guarantee

We pride ourselves on delivering high-quality photography services. However, we understand that concerns may arise. If you are dissatisfied with the technical quality of your images (such as focus, exposure, or composition), please notify us in writing within 14 days of receiving your gallery.

5.2 Reshoots

Reshoots may be offered at our discretion if:

• There is a significant technical failure that affects the majority of delivered images
• We fail to deliver the minimum number of images specified in your contract
• Equipment failure resulted in substantial loss of coverage (for events or weddings)

Reshoots are not offered for:

• Subjective stylistic preferences that were evident in our portfolio
• Changes in your appearance or the appearance of the location
• Uncooperative subjects or challenging lighting conditions beyond our control
• Limited coverage due to schedule delays not caused by the photographer

5.3 Physical Products

For physical products such as prints, albums, or wall art:

• If products arrive damaged or with manufacturing defects, we will replace them at no additional cost
• You must notify us of any product issues within 7 days of receipt
• Custom-designed products (such as albums) will be submitted for your approval before printing
• Once approved, changes to custom products may incur additional fees

6. Special Circumstances

6.1 COVID-19 and Public Health Emergencies

For cancellations directly related to COVID-19 or similar public health emergencies:

• If government restrictions prevent the session/event from taking place, you may reschedule to a future date within 12 months without penalty
• If you or your immediate household members test positive within 10 days of your session, we will reschedule without penalty (proof may be required)
• If rescheduling is not possible due to long-term circumstances, we may offer a partial refund of up to 50% of the deposit at our discretion

6.2 Pregnancy and Newborn Sessions

For maternity and newborn photography sessions:

• We understand the unpredictable nature of childbirth and offer flexible rescheduling for these sessions
• Please notify us as soon as possible if your due date changes significantly
• Newborn sessions should ideally be scheduled within the first 14 days after birth but can be adjusted as needed

7. Gift Certificates and Prepaid Sessions

Gift certificates and prepaid sessions:

• Are non-refundable but are fully transferable to another person
• Must be redeemed within 12 months of the purchase date
• Cannot be exchanged for cash or combined with other offers
• May be extended once for an additional 3 months for a £25 administration fee

8. Refund Processing

When a refund is approved:

• Refunds will be processed using the original payment method when possible
• Processing time is typically 5-10 business days, depending on your payment provider
• For payments made more than 120 days prior, refunds may be issued by bank transfer

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services following any changes indicates your acceptance of the new terms. We encourage you to review this policy periodically.

10. Contact Information