Refund Policy

Introduction

At SerenityGrid Photography, we strive to provide exceptional photography services and products to our clients. We understand that circumstances may arise where a refund is requested. This Refund Policy outlines our guidelines for processing refund requests for our various services and products.

By purchasing services or products from SerenityGrid Photography, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.

Photography Sessions and Services

Booking Deposits

When booking a photography session with SerenityGrid Photography, a non-refundable deposit is required to secure your date and time. This deposit serves as a commitment from both parties and is applied toward the total cost of your photography package.

• Deposits are non-refundable under normal circumstances.
• If you need to reschedule your session, please contact us at least 48 hours in advance. Rescheduling may be accommodated based on availability, and your deposit will be transferred to the new date.
• In the event of extreme circumstances (severe illness, family emergency, etc.), we may consider refunding your deposit on a case-by-case basis at our discretion.

Cancellation by Client

If you need to cancel your photography session:

• More than 14 days before the scheduled session: You will receive a refund of any payments made, less the non-refundable deposit.
• 7-14 days before the scheduled session: You will receive a 50% refund of any payments made beyond the deposit.
• Less than 7 days before the scheduled session: No refund will be provided for any payments made.

Cancellation by SerenityGrid Photography

In the rare event that SerenityGrid Photography needs to cancel a session:

• We will make every effort to provide as much notice as possible.
• You will be offered the option to reschedule or receive a full refund, including the deposit.
• If the cancellation is due to inclement weather or other factors beyond our control, we will work with you to reschedule at no additional cost.

Dissatisfaction with Services

If you are dissatisfied with the quality of our photography services:

• Please contact us within 14 days of receiving your images to discuss your concerns.
• We will make reasonable efforts to address your concerns, which may include editing adjustments, reshoot opportunities, or partial refunds.
• Full refunds due to dissatisfaction are considered on a case-by-case basis.
• No refund will be provided if dissatisfaction is reported more than 14 days after delivery of images.

Digital Products and Online Courses

Digital Downloads

Due to the nature of digital products, all sales of digital downloads (including presets, tutorials, and templates) are final and non-refundable once the download has been initiated.

However, if you experience technical difficulties with your download:

• Contact us within 48 hours of purchase for assistance.
• If we are unable to resolve the technical issues, we may offer a refund at our discretion.

Online Courses and Workshops

For online courses and workshops purchased through SerenityGrid Photography:

• Before access is granted: Full refunds are available within 7 days of purchase if you have not yet accessed the course materials.
• After access is granted: We offer a 14-day money-back guarantee from the date of purchase. If you're not satisfied with the course after completing at least 25% but no more than 50% of the content, you may request a refund.
• No refunds will be provided after 14 days from purchase or if more than 50% of the course has been accessed.
• To request a refund, please email us with your purchase details and reason for dissatisfaction.

Physical Products

Prints, Albums, and Merchandise

For physical products such as prints, albums, and photography merchandise:

Damaged or Defective Items

• If your item arrives damaged or defective, please contact us within 7 days of receipt with photos of the damage.
• We will replace the damaged item or provide a full refund, including shipping costs.
• Return shipping for damaged items will be covered by SerenityGrid Photography.

Return of Undamaged Items

• Undamaged items may be returned within 14 days of receipt if you are not completely satisfied.
• Items must be in their original condition and packaging.
• Custom-made items, including personalized prints and custom-designed albums, are not eligible for return unless they are defective.
• Return shipping costs for undamaged items are the responsibility of the customer.
• Once we receive and inspect the returned item, a refund will be issued for the product cost (excluding original shipping costs).

Pre-Orders

• Pre-ordered items may be canceled for a full refund any time before the item ships.
• Once a pre-ordered item has shipped, our standard return policy applies.

Refund Processing

Timeframe for Processing Refunds

Once a refund is approved:

• Refunds will be processed within 5-10 business days.
• Credit card refunds typically appear on your statement within 5-7 business days, depending on your financial institution.
• PayPal refunds are typically processed within 2-3 business days.
• Bank transfers may take 7-10 business days to process.

Refund Method

Refunds will be issued using the original payment method whenever possible:

• Credit card purchases will be refunded to the same card.
• PayPal payments will be refunded to your PayPal account.
• If the original payment method is unavailable, we will work with you to find an alternative refund method.

How to Request a Refund

To request a refund, please follow these steps:

1. Email us at [email protected] with the subject line "Refund Request"
2. Include the following information:
   • Your full name
   • Order number or reference
   • Date of purchase
   • Item(s) for which you are requesting a refund
   • Reason for the refund request
   • Any relevant supporting documentation (e.g., photos of damaged items)
3. Our customer service team will review your request and respond within 2 business days.
4. If additional information is needed, we will contact you via email.

You may also contact us by phone at +441316994062 during our business hours (Monday-Friday, 9:00 AM - 5:00 PM UK time).

Exceptions to the Refund Policy

Some situations fall outside our standard refund policy:

Force Majeure Events

In cases of events beyond our control (natural disasters, severe weather, public health emergencies, etc.), we will work with clients to reschedule services or find appropriate solutions. Refunds in these situations will be handled on a case-by-case basis.

Special Promotional Offers

Items purchased during special promotions or sales may have different refund terms, which will be clearly stated at the time of purchase.

Gift Certificates

Gift certificates and gift cards are non-refundable but may be transferred to another person with prior written approval.

Changes to This Refund 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 Refund Policy periodically for changes.

Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions about our Refund Policy, please contact us at: