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.