Refund Policy

Introduction

At Softim Pulse Photography, we strive to provide exceptional photography services to all our clients. We understand that sometimes circumstances change, requiring adjustments to bookings or cancellations. This Refund Policy outlines our policies regarding refunds, cancellations, and rescheduling of our photography services.

This policy was last updated on April 20, 2024, and applies to all photography services booked with Softim Pulse Photography.

Please note that by booking our services, you agree to the terms outlined in this Refund Policy. We recommend reading this policy carefully before making a booking.

Deposits and Payments

Booking Deposits

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

• Portrait Sessions: 50% of the total session fee
• Wedding Photography: 30% of the total package price
• Commercial Photography: 25% of the estimated project cost
• Event Photography: 30% of the total package price

The deposit serves to reserve your date on our calendar and cover initial preparation costs. Your booking is not confirmed until we receive both a signed contract and the deposit payment.

Payment Schedule

The remaining balance is due according to the following schedule:

• Portrait Sessions: Full payment due 7 days before the session
• Wedding Photography: 50% due 90 days before the wedding, remaining balance due 14 days before the wedding
• Commercial Photography: 50% due 14 days before the shoot, remaining balance due upon delivery of images
• Event Photography: Full payment due 14 days before the event

Failure to make payments according to the schedule may result in cancellation of your booking without refund of the deposit.

Cancellation Policy

Client Cancellations

If you need to cancel your photography booking, the following terms apply:

Portrait Sessions

• Cancellation more than 14 days before the session: Deposit will not be refunded but can be applied to a rescheduled session within 6 months
• Cancellation 7-14 days before the session: 50% of total fee is non-refundable
• Cancellation less than 7 days before the session: No refund will be issued

Wedding Photography

• Cancellation more than 180 days before the wedding: Deposit is non-refundable but 50% of the deposit can be applied to another service
• Cancellation 90-180 days before the wedding: Deposit plus 25% of the remaining balance is non-refundable
• Cancellation 30-90 days before the wedding: Deposit plus 50% of the remaining balance is non-refundable
• Cancellation less than 30 days before the wedding: No refund will be issued

Commercial Photography

• Cancellation more than 21 days before the shoot: Deposit will not be refunded but can be applied to a rescheduled shoot within 3 months
• Cancellation 7-21 days before the shoot: Deposit plus 25% of the remaining balance is non-refundable
• Cancellation less than 7 days before the shoot: No refund will be issued

Event Photography

• Cancellation more than 30 days before the event: Deposit is non-refundable but can be applied to another event within 6 months
• Cancellation 14-30 days before the event: Deposit plus 25% of the remaining balance is non-refundable
• Cancellation less than 14 days before the event: No refund will be issued

Photographer Cancellations

In the rare event that we need to cancel a booking due to illness, emergency, or other unavoidable circumstances, we will:

• Attempt to find a suitable replacement photographer of similar style and experience (subject to your approval)
• If no replacement is available or acceptable, provide a full refund of all payments made
• For weddings and significant events, we maintain relationships with trusted colleagues who can serve as backup photographers

We have never cancelled a wedding or major event in our history, but we maintain this policy as a professional assurance to our clients.

Rescheduling Policy

Client-Requested Rescheduling

We understand that circumstances sometimes require changes to scheduled sessions. Our rescheduling policy is as follows:

Portrait Sessions

• Rescheduling more than 14 days before the session: No fee, subject to availability
• Rescheduling 7-14 days before the session: £25 rescheduling fee
• Rescheduling less than 7 days before the session: £50 rescheduling fee
• Rescheduled sessions must take place within 6 months of the original date

Wedding Photography

• Rescheduling more than 180 days before the wedding: No fee, subject to availability
• Rescheduling 90-180 days before the wedding: £100 rescheduling fee
• Rescheduling 30-90 days before the wedding: £250 rescheduling fee
• Rescheduling less than 30 days before the wedding: Treated as a cancellation followed by a new booking

Please note that wedding date changes are subject to our availability. If we're not available on your new date, our cancellation policy will apply.

Commercial Photography

• Rescheduling more than 14 days before the shoot: No fee, subject to availability
• Rescheduling 7-14 days before the shoot: £75 rescheduling fee
• Rescheduling less than 7 days before the shoot: £150 rescheduling fee

Event Photography

• Rescheduling more than 30 days before the event: No fee, subject to availability
• Rescheduling 14-30 days before the event: £75 rescheduling fee
• Rescheduling less than 14 days before the event: £150 rescheduling fee

Weather-Related Rescheduling

For outdoor sessions that are weather-dependent:

• We monitor weather forecasts and will contact you 24-48 hours before your session if severe weather is expected
• Either party may request rescheduling due to inclement weather without penalty
• Light rain, overcast skies, or less-than-ideal (but workable) conditions do not qualify for penalty-free rescheduling
• Weather-related rescheduling should be mutually agreed upon

Photographer-Requested Rescheduling

If we need to reschedule due to illness, emergency, or other unavoidable circumstances:

• We will provide as much advance notice as possible
• No rescheduling fees will apply
• We will make every effort to accommodate your preferred alternate date
• If rescheduling is not possible, our cancellation policy will apply

Conditions for Refunds

Refundable Circumstances

Full or partial refunds may be issued in the following situations:

• If we are unable to fulfill our contractual obligations due to circumstances within our control
• If a significant service or deliverable promised in your package is not provided and cannot be reasonably substituted
• If images are lost or damaged due to equipment failure or photographer error before delivery (refund will be proportional to the percentage of images affected)
• If we cancel your booking and cannot provide a suitable replacement photographer

Non-Refundable Circumstances

Refunds will not be issued in the following situations:

• Dissatisfaction with the artistic style, composition, or creative direction of images (our portfolio demonstrates our style)
• Changes in your appearance or the appearance of the shoot location between booking and the session date
• Failure to follow our preparation guidance or recommendations
• Late arrival to your session resulting in reduced shooting time
• Failure to secure necessary permits or permissions for shooting locations
• Non-cooperation of subjects during the shoot (particularly children or large groups)
• Unexpected weather conditions for outdoor shoots (rescheduling options apply)

Refund Process and Timeframes

How to Request a Refund

If you believe you are entitled to a refund according to our policy, please:

1. Contact us in writing at [email protected]
2. Include your name, booking date, and detailed reason for the refund request
3. Provide any supporting documentation or evidence relevant to your request
4. Specify the amount you believe should be refunded

Review Process

Upon receiving your refund request:

1. We will acknowledge receipt of your request within 2 business days
2. We will review your request and contract terms within 7 business days
3. We may contact you for additional information or clarification
4. We will provide a decision on your refund request in writing

Refund Timeframes

If a refund is approved:

• Credit card payments will be refunded to the original payment method within 7-10 business days
• Bank transfer refunds will be processed within 7-10 business days
• Processing time may vary depending on your financial institution

Please note that even when approved, refunds may take up to 14 business days to appear in your account.

Gift Certificates and Pre-Paid Sessions

Gift Certificate Policies

• Gift certificates are non-refundable but are transferable to another person
• Gift certificates expire 12 months from the date of purchase unless otherwise specified
• Lost or stolen gift certificates can be replaced with proof of purchase
• Gift certificates cannot be redeemed for cash
• If a service increases in price after a gift certificate is purchased, the recipient must pay the difference

Pre-Paid Session Packages

• Pre-paid multi-session packages (such as "Milestone Packages" for babies) are non-refundable once the first session has been completed
• If no sessions have been completed, a refund may be issued less a 25% administrative fee
• Pre-paid sessions must be used within the timeframe specified at purchase (typically 12-18 months)
• Rescheduling policies apply to individual sessions within a package

Physical Product Returns and Reprints

Prints and Products

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

• Products damaged during shipping will be replaced at no additional cost if reported within 7 days of receipt
• Products with manufacturing defects will be replaced at no additional cost if reported within 14 days of receipt
• Custom-designed products (albums, wall collections, etc.) are non-returnable once approved by the client
• Standard prints may be returned within 7 days if you are not satisfied with the quality
• Returned products must be in original packaging and undamaged

Digital Products

For digital products and downloads:

• Due to the nature of digital products, all sales are final and non-refundable once the download link has been accessed
• If you experience technical difficulties accessing your digital products, please contact us for assistance

Reprint Requests

If you are not satisfied with the quality of your prints:

• Notify us within 7 days of receiving the prints
• Provide clear photos showing the issues with the prints
• Return the original prints (we will cover return shipping costs for defective products)
• If we determine the prints are defective or not as ordered, we will reprint at no additional cost
• If the issue is due to client preference rather than quality issues, reprint costs may apply

Special Circumstances and Exceptions

Extenuating Circumstances

We recognize that exceptional situations may arise. The following circumstances may warrant special consideration beyond our standard policy:

• Serious illness or injury requiring hospitalization
• Death in the immediate family
• Natural disasters affecting the event venue or preventing significant attendance
• Military deployment with short notice

In these cases, please contact us as soon as possible with appropriate documentation. While we cannot guarantee full refunds, we will work with you to find the most reasonable solution, which may include rescheduling without penalty or transferring your booking to another event.

COVID-19 and Public Health Considerations

For cancellations or postponements due to COVID-19 or similar public health emergencies:

• If government restrictions prevent the event from taking place as planned, we will allow rescheduling without penalty (subject to availability)
• If the primary client or immediate family member contracts COVID-19 before the event, we will allow rescheduling without penalty with appropriate documentation
• If rescheduling is not possible or desired, our standard cancellation policy applies, though we may make exceptions on a case-by-case basis
• If we are unable to perform services due to illness or government restrictions, we will offer rescheduling or a full refund

This policy is subject to change based on evolving public health situations and government guidance.

Contact Information

For refund requests, cancellations, or questions about this policy, please contact us at:

We aim to respond to all inquiries within 2 business days.

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will not apply retroactively to bookings made before the modification date. The version of the policy in effect at the time of your booking will apply to your transaction.

We will notify clients with active bookings of any significant changes to our refund policy.

The current version of this policy is always available on our website.