Last Updated: November 10, 2023

At MutedSequence Photography, we strive to provide exceptional photography services that meet your expectations. We understand that circumstances may arise requiring you to cancel or change your booking. This Refund Policy outlines our guidelines for cancellations, refunds, and related matters.

1. General Refund Policy

Our general refund policy varies depending on the type of service booked and the timing of the cancellation. We have established these policies to balance your needs with our business requirements, as photography sessions require advance preparation and scheduling.

1.1 Booking Deposits

To secure your photography session, we require a booking deposit (typically 30% of the total service fee). This deposit:

• Reserves your date and time in our calendar
• Covers our initial preparation and administrative costs
• Is generally non-refundable unless specified otherwise in this policy

1.2 Refund Eligibility

The eligibility for refunds depends primarily on:

• How far in advance the cancellation is made
• The type of photography service booked
• The reason for cancellation
• Whether we can fill your reserved time slot with another booking

2. Cancellation Timeframes and Refund Amounts

2.1 Portrait, Family, and Commercial Photography Sessions

For standard photography sessions (portraits, family, commercial):

Timeframe	Refund Amount
More than 30 days before session	Full refund of all payments made, minus the non-refundable deposit
14-30 days before session	50% refund of any payments made, minus the non-refundable deposit
Less than 14 days before session	No refund

2.2 Wedding and Event Photography

For wedding and event photography services:

Timeframe	Refund Amount
More than 90 days before event	Full refund of all payments made, minus the non-refundable deposit
30-90 days before event	50% refund of any payments made, minus the non-refundable deposit
Less than 30 days before event	No refund

2.3 Photography Workshops and Courses

For photography workshops, classes, and educational courses:

Timeframe	Refund Amount
More than 14 days before workshop	Full refund, minus a 10% administrative fee
7-14 days before workshop	50% refund
Less than 7 days before workshop	No refund

3. Rescheduling Policy

We understand that circumstances may require rescheduling rather than cancellation. Our rescheduling policy is as follows:

• One reschedule is permitted without penalty if requested at least 14 days before the original session date (7 days for workshops)
• Rescheduling requests made less than 14 days before the session may incur a rescheduling fee of £50
• Rescheduling is subject to our availability
• If a suitable alternative date cannot be found within 3 months of the original date, our standard cancellation policy will apply
• For weddings and major events, rescheduling requests must be made at least 30 days in advance and may incur additional fees depending on the circumstances

4. Special Circumstances

4.1 Illness or Emergency

In cases of serious illness or genuine emergency:

• We may waive or reduce cancellation fees at our discretion
• Documentation may be required (such as a doctor's note)
• We will make every effort to reschedule your session without additional fees

4.2 Adverse Weather Conditions

For outdoor photography sessions:

• If severe weather conditions make the session unsafe or impractical, we will reschedule without additional fees
• The decision to reschedule due to weather is at the photographer's discretion
• Light rain or overcast conditions are not generally considered severe enough to warrant rescheduling

4.3 Photographer Cancellation

In the rare event that we need to cancel your session due to illness, emergency, or equipment failure:

• We will notify you as soon as possible
• We will offer to reschedule your session at a mutually convenient time
• If rescheduling is not possible, we will provide a full refund of all payments made, including the deposit
• For weddings and major events, we maintain a network of professional photographers who can step in if necessary

5. Product Purchases and Digital Downloads

5.1 Physical Products

For physical products such as prints, albums, and frames:

• Custom-made items (such as personalized albums) are non-refundable once production has begun
• Standard products may be returned within 14 days if they arrive damaged or with defects
• Shipping costs for returns are the customer's responsibility unless the product is defective
• Replacement or repair will be offered before refund for defective items

5.2 Digital Products and Downloads

For digital images and downloadable content:

• Due to the nature of digital products, they are generally non-refundable once delivered
• If technical issues prevent you from accessing your digital files, we will resolve these issues at no additional cost
• Digital products are thoroughly quality-checked before delivery

6. Refund Process and Timeframes

6.1 How to Request a Refund

To request a refund:

1. Contact us in writing at [email protected] with your booking reference number
2. Provide the reason for your cancellation or refund request
3. Include any relevant documentation (if applicable)
4. Specify your preferred refund method (original payment method is our default)

6.2 Refund Processing Time

Once a refund is approved:

• Credit/debit card refunds typically process within 5-10 business days
• Bank transfer refunds may take 3-5 business days
• Processing times may vary depending on your financial institution

6.3 Refund Method

Refunds will be issued using the original payment method unless otherwise agreed. If the original payment method is no longer available, we will work with you to find an alternative solution.

7. Satisfaction Guarantee and Exceptions

7.1 Quality Commitment

We are committed to delivering high-quality photography services. If you are dissatisfied with your photos due to technical issues (such as focus problems, exposure issues, or other technical failures), we will:

• Review the images and discuss your concerns
• Offer additional editing where possible
• Offer a partial refund or complimentary session if the issues cannot be resolved through editing

7.2 Artistic Interpretation

Photography is both technical and artistic. Refunds are not provided for:

• Subjective preferences regarding artistic style, editing style, or creative decisions
• Dissatisfaction with your personal appearance in the photos
• Weather conditions or natural lighting that affects the mood of outdoor sessions
• Failure to follow the photographer's guidance during the session

7.3 Non-Refundable Items

The following are generally not eligible for refunds:

• Travel expenses incurred for destination sessions or events
• Additional services requested and delivered during a session
• Rush processing fees
• Third-party vendor costs that have already been incurred

8. Gift Certificates and Prepaid Sessions

For gift certificates and prepaid photography sessions:

• Gift certificates are non-refundable but are transferable to another person
• Gift certificates are valid for 12 months from the date of purchase
• Expired gift certificates may be extended at our discretion, possibly with an additional fee
• Prepaid session packages follow our standard cancellation policy from the date of booking

9. 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 after any changes indicates your acceptance of the modified policy.

Material changes to this policy will be communicated via email to clients with active bookings.

10. Contact Information

If you have questions about our Refund Policy or would like to request a refund, please contact us at:

Our team is available Monday through Friday, 9:00 AM to 5:00 PM GMT, to assist with any refund-related inquiries.