Introduction
At Passive Matrix Photography, we strive to provide exceptional photography services and products. We understand that circumstances may arise where you need to cancel a booking or are not completely satisfied with your purchase. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and exceptions to our refund policy.
Please read this policy carefully before making a purchase or booking our services. By booking our services or purchasing our products, you agree to be bound by this Refund Policy.
Photography Session Bookings
Session Deposits
To secure your photography session date and time, we require a non-refundable deposit at the time of booking. This deposit is typically 50% of the total session fee unless otherwise specified in your booking confirmation.
- Deposits are non-refundable as they secure your date on our calendar, during which time we decline other potential bookings.
- Deposits may be transferable to a new date if rescheduling is done with adequate notice (see Rescheduling Policy below).
Rescheduling Policy
We understand that circumstances may require you to reschedule your photography session. Our rescheduling policy is as follows:
- 7+ days notice: Your deposit may be transferred to a new date within the next 6 months, subject to our availability, with no additional fee.
- 3-6 days notice: Your deposit may be transferred to a new date within the next 6 months, subject to our availability, with a £50 rescheduling fee.
- Less than 3 days notice: Your deposit is forfeited, and a new deposit is required to book another session.
Exceptions may be made for genuine emergencies (illness, accident, bereavement) at our discretion.
Cancellation Policy
If you need to cancel your photography session entirely:
- 30+ days notice: Full refund of any payments made minus the non-refundable deposit.
- 14-29 days notice: 50% refund of any payments made minus the non-refundable deposit.
- Less than 14 days notice: No refund will be provided.
Cancellations must be submitted in writing via email to [email protected].
Wedding Photography
Due to the significant preparation involved and the inability to book another wedding on short notice, our wedding photography refund policy is more restrictive:
Wedding Booking Retainer
The initial payment (retainer) to secure your wedding date is non-refundable under any circumstances. This retainer is typically 25-30% of the total package price.
Wedding Cancellations
- More than 9 months before the wedding date: Any payments made beyond the non-refundable retainer will be refunded.
- 6-9 months before the wedding date: 50% of any payments made beyond the non-refundable retainer will be refunded.
- Less than 6 months before the wedding date: No refunds will be provided.
Wedding Date Changes
If you need to change your wedding date:
- Subject to our availability, we will transfer your booking to the new date without penalty if notification is received more than 6 months before the original date.
- If we are not available on your new date, or if notification is received less than 6 months before the original date, our standard cancellation policy applies.
Wedding Insurance
We strongly recommend that all couples obtain wedding insurance that includes coverage for photography services. This can provide protection in case unforeseen circumstances require cancellation or postponement.
Digital Products and Downloads
Digital Image Files
Due to the nature of digital products, all sales of digital image files are final. Once digital files have been delivered to you via download link or other electronic means, no refunds will be provided.
Technical Issues
If you experience technical difficulties downloading your digital products:
- Contact us within 7 days of purchase for assistance.
- We will troubleshoot the issue and provide alternative delivery methods if necessary.
- If we are unable to resolve the technical issue within a reasonable timeframe, we may offer a refund at our discretion.
Physical Products
Custom Products (Albums, Prints, Wall Art)
All custom-designed products such as albums, prints, and wall art are created specifically for you and cannot be resold. Therefore:
- Orders for custom products may be canceled with a full refund only before production begins.
- Once production has begun, cancellations will result in a partial refund minus any production costs incurred.
- Once a custom product has been completed, no refunds will be provided.
Defective Products
If you receive a physical product that is defective or damaged:
- Notify us within 7 days of receipt, providing photographs of the damage.
- We will replace the defective product at no additional cost or provide a full refund at our discretion.
- Return shipping for defective products will be covered by Passive Matrix Photography.
Quality Guarantee
We stand behind the quality of our photography and products. If you are not satisfied with the technical quality of your photographs (focus, exposure, color, etc.):
- Notify us in writing within 14 days of receiving your images, specifying the exact nature of your concerns.
- We will review your concerns and attempt to address them through additional editing if possible.
- If the technical issues cannot be resolved and are due to our error, we may offer a partial refund, reshoot, or other remedy at our discretion.
Please note that artistic interpretation, style, and creative decisions are not considered quality issues and are not grounds for a refund. We encourage you to thoroughly review our portfolio before booking to ensure our style aligns with your expectations.
Cancellation by Photographer
In the rare event that Passive Matrix Photography must cancel a booking due to illness, injury, or other unforeseen circumstances:
- We will make every effort to find a suitable replacement photographer of similar style and experience.
- If no replacement can be found, or if you choose not to accept the replacement, we will provide a full refund of all payments made, including the deposit.
- For weddings, we maintain a network of professional photographers who can step in if the primary photographer is unable to attend. In such cases, the style and quality of photography may differ slightly from the primary photographer.
How to Request a Refund
To request a refund, please follow these steps:
- Contact us in writing at [email protected] with the subject line "Refund Request."
- Include your name, date of service or purchase, and the reason for your refund request.
- For defective products, please include photographs showing the defect.
- Allow up to 3 business days for us to respond to your request.
Processing Time for Refunds
If a refund is approved, please be aware of the following processing times:
- Credit card refunds typically appear on your statement within 5-10 business days.
- Bank transfers may take 3-5 business days to process.
- Other payment methods may have different processing times.
Force Majeure
Passive Matrix Photography is not liable for failure to perform due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemic restrictions, civil unrest, or government regulations that make performance impossible or illegal.
In such cases:
- We will work with you to reschedule the session or service to a mutually agreeable date.
- If rescheduling is not possible or desired, we will issue a refund minus any non-recoverable expenses already incurred on your behalf.
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. It is your responsibility to review this policy periodically for changes. 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 our Refund Policy, please contact us at:
Passive Matrix Photography
Studio 16v Dan Ports
New Mohammed PA3 4NH
United Kingdom
Phone: +440891691556
Email: [email protected]
