Refund Policy

Last updated: April 15, 2024

Introduction

At LensLife Photography, we are committed to ensuring your satisfaction with our products and services. This refund policy outlines our guidelines for refunds, returns, and cancellations.

Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by this refund policy.

Photography Services

Booking Deposits

When booking photography services with LensLife Photography, a non-refundable deposit is required to secure your date. This deposit is typically 30% of the total service fee and is applied to the total cost of the service.

The deposit serves to reserve your session date and covers initial preparation, administrative costs, and the opportunity cost of declining other bookings for that date.

Cancellation Policy for Photography Sessions

Our cancellation policy for photography sessions is as follows:

  • Cancellation 30+ days before the scheduled session: Full refund of any payments made, minus the non-refundable deposit.
  • Cancellation 15-29 days before the scheduled session: 50% refund of any payments made beyond the deposit.
  • Cancellation 0-14 days before the scheduled session: No refund will be provided.

Rescheduling

We understand that circumstances may require you to reschedule your photography session. Our rescheduling policy is as follows:

  • Rescheduling 14+ days before the scheduled session: One free reschedule to a new date within 3 months of the original date, subject to availability.
  • Rescheduling 0-13 days before the scheduled session: A rescheduling fee of 15% of the total service cost will apply.

Rescheduling is subject to our availability. If we cannot accommodate your new requested date, our standard cancellation policy will apply.

Weather Contingencies

For outdoor photography sessions, we monitor weather conditions closely. If severe weather is forecasted, we will contact you to discuss options for rescheduling at no additional cost. The final decision on whether weather conditions necessitate rescheduling will be made by LensLife Photography.

Satisfaction Guarantee

We take pride in delivering high-quality photography services. If you are not completely satisfied with your photographs due to technical or qualitative issues within our control, please notify us within 14 days of receiving your images. We will work with you to address your concerns, which may include additional editing, a partial refund, or a reshoot at our discretion.

Digital Products

Digital Downloads

Due to the nature of digital products (such as presets, eBooks, online courses, or digital image files), all sales of digital downloads are final and non-refundable once the download link has been provided.

If you have not downloaded the product and contact us within 24 hours of purchase, we may consider a refund on a case-by-case basis.

Technical Issues

If you experience technical difficulties with downloading or accessing your digital purchase, please contact our support team within 7 days of purchase. We will work to resolve the issue or provide an alternative delivery method at no additional cost.

Physical Products

Prints and Physical Merchandise

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

  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 7 days of delivery with photos of the damage. We will arrange for a replacement or refund at our expense.
  • Return Policy: Custom-made items (including prints, canvases, and albums) are non-returnable unless they arrive damaged or with manufacturing defects.
  • Standard Merchandise: Non-personalized merchandise may be returned in its original, unused condition within 14 days of receipt. The customer is responsible for return shipping costs unless the item is defective.

Shipping Errors

If you receive an incorrect item due to our error, please contact us within 7 days of delivery. We will arrange for the return of the incorrect item and expedite the delivery of the correct item at our expense.

Workshops and Events

Workshop Cancellation Policy

For photography workshops, classes, and events:

  • Cancellation 30+ days before the event: Full refund minus a 10% administrative fee.
  • Cancellation 14-29 days before the event: 50% refund.
  • Cancellation 0-13 days before the event: No refund.

Workshop Transfers

If you are unable to attend a workshop, you may transfer your registration to another person at no additional cost, or to another workshop date (subject to availability) for a transfer fee of 15% of the workshop cost.

Workshop Cancellation by LensLife Photography

In the event that we need to cancel a workshop due to insufficient enrollment, instructor illness, or other unforeseen circumstances:

  • You will receive a full refund of all fees paid.
  • Alternatively, you may transfer to another workshop date if available.
  • LensLife Photography is not responsible for any travel expenses, accommodations, or other costs you may have incurred in preparation for the workshop.

Online Courses

Satisfaction Guarantee

We offer a 14-day satisfaction guarantee for our online courses. If you are not satisfied with the course content, you may request a refund within 14 days of purchase, provided you have completed no more than 25% of the course.

Lifetime Access

Our online courses typically come with lifetime access. However, we reserve the right to discontinue a course after providing reasonable notice to enrolled students. In such cases, students will be offered the opportunity to download course materials or transfer to an updated version of the course where applicable.

Subscription Services

Cancellation of Subscriptions

For subscription-based services:

  • You may cancel your subscription at any time through your account settings or by contacting our customer support.
  • Cancellations will take effect at the end of the current billing cycle.
  • No partial refunds are provided for unused portions of the current billing period.

Free Trial Periods

If you cancel during a free trial period, no charges will be applied. If you do not cancel before the end of the free trial period, you will be automatically charged for the first billing cycle.

Refund Process

How to Request a Refund

To request a refund, please contact us using one of the following methods:

Please include the following information in your refund request:

  • Your order number or booking reference
  • Date of purchase
  • Item(s) for which you're requesting a refund
  • Reason for the refund request
  • Any relevant supporting documentation (such as photos of damaged items)

Refund Processing Time

Refund requests are typically processed within 3-5 business days of approval. Once processed:

  • Credit card refunds generally appear on your statement within 5-10 business days.
  • Bank transfers may take 7-14 business days to be reflected in your account.
  • Other payment methods will be refunded according to their standard processing times.

Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will contact you to arrange an alternative refund method.

Exceptions and Special Circumstances

Force Majeure

In cases of force majeure (such as natural disasters, pandemics, civil unrest, or other events beyond our reasonable control), we reserve the right to modify our refund policy as appropriate to the circumstances. We will make reasonable efforts to reschedule services or provide alternative solutions before considering refunds.

Special Circumstances

We understand that special circumstances (such as serious illness, bereavement, or other personal emergencies) may arise. In such cases, please contact us as soon as possible, and we will work with you to find a reasonable solution, which may include rescheduling or providing a more flexible refund arrangement at our discretion.

Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, please contact our customer service team to discuss your concerns. If we cannot resolve the issue directly, disputes may be submitted to mediation or small claims court according to the jurisdiction specified in our Terms and Conditions.

Contact Information

If you have any questions about our refund policy, please contact us at:

LensLife Photography
58 Erin Bridge West
Sebastian TS10 3NS
United Kingdom

Phone: +446528477503
Email: [email protected]