Refund Policy

1. Photo purchases

• General rule: digital photo downloads can't be refunded once delivered - files cannot be 'returned'.
• Wrong photo delivered (different person or event): full refund.
• Corrupted or undownloadable files: full refund or replacement.
• Duplicate charges or payment errors: full refund.
• Technical issues that prevent download: full refund or replacement.

24-hour window: contact support within 24 hours of purchase to be eligible for a refund on photo issues.

2. Subscription plans (for photographers)

• Cancel anytime: you can cancel your subscription from your account settings without questions.
• 14-day satisfaction guarantee: full refund within the first 14 days if the plan didn't work for you.
• Prorated refund based on actual usage during those 14 days.
• No penalties or hidden fees on cancellation.

After 14 days: cancellations take effect at the end of your current billing period. No refunds for partial months, but you keep access until the period ends.

3. Event packages

• Before the event: full refund up to 48 hours before the event starts.
• After the event: refunds reviewed case by case if photos don't meet the agreed quality or there were technical issues during the event.

4. How to request a refund

• Step 1 - Email us with your order number, purchase date, the reason for the refund, and any relevant detail.
• Step 2 - We review the request within 1-2 business days and reply with a decision.
• Step 3 - Approved refunds go back to your original payment method. Funds typically arrive within 5-10 business days, depending on your bank.

5. Reasons a refund might be denied

• Repeated abuse of the refund policy or excessive requests.
• Violations of our Terms of Service.
• Suspected fraudulent or abusive activity.
• Requests outside the time limits noted above.

Fair use: we monitor refund patterns to prevent abuse while making sure honest buyers get a fair outcome.

6. Chargebacks and disputes

Before opening a chargeback with your bank, please contact us first. Most issues are resolved faster directly with us than through a bank dispute, and unjustified chargebacks may lead to suspension of the account.

Talk to us first: most issues are solved more quickly through direct contact than through a bank dispute.

7. Response time

We aim to reply to refund requests within 2-4 hours on business days. If your case is urgent (event in progress, ongoing technical issue), tell us in the subject line and we'll prioritise it.