At Deviora, we understand that circumstances may change, and you may need to cancel or reschedule your photography or videography services. This Refund Policy outlines our terms for cancellations, rescheduling, and refunds.
1. Refund Policy Overview
Our refund policy is designed to be fair to both our clients and our business operations. We invest significant time in preparing for each project, including scheduling, equipment preparation, and turning down other bookings.
Key Points:
- Deposits are non-refundable once the contract is signed
- Refund amounts depend on cancellation timing
- Rescheduling is often possible with advance notice
- Weather cancellations are handled differently
- Emergency situations receive special consideration
2. Deposit Policy
2.1 Deposit Requirements
All bookings require a deposit to secure your date:
- Wedding Photography: 50% deposit required
- Corporate Events: 25-40% deposit required
- Portrait Sessions: 25% deposit required
- Commercial Projects: 30-50% deposit required
2.2 Non-Refundable Deposits
Deposits are non-refundable under normal circumstances because:
- We reserve your date exclusively
- We turn down other potential bookings
- We begin project preparation immediately
- We may decline other opportunities for your date
Important Notice
Deposits secure your booking and are applied toward your final balance. They become non-refundable immediately upon contract signing and payment processing.
3. Cancellation Terms
If you need to cancel your booking, refund amounts depend on how much advance notice you provide:
60+ Days Notice
- Deposit: Non-refundable (forfeited)
- Additional payments: 75% refund
- Total refund: ~50-60% of total contract
30-60 Days Notice
- Deposit: Non-refundable (forfeited)
- Additional payments: 50% refund
- Total refund: ~25-35% of total contract
Less Than 30 Days
- Deposit: Non-refundable (forfeited)
- Additional payments: No refund
- Total refund: 0% (full payment due)
Same Day Cancellation
- Full payment required regardless of circumstances
- No exceptions unless covered by our emergency policy
- Additional fees may apply for travel costs incurred
3.1 Cancellation Process
To cancel your booking:
- Contact us immediately via email at [email protected]
- Include your contract number and booking details
- Provide written confirmation of cancellation
- We'll calculate your refund based on our policy
- Refunds are processed within 7-14 business days
4. Rescheduling Policy
4.1 Rescheduling Options
We understand that sometimes you need to change your date rather than cancel entirely. Rescheduling terms:
30+ Days Notice
- Free rescheduling subject to availability
- Original contract terms remain the same
- New date within 12 months preferred
14-30 Days Notice
- $100-200 rescheduling fee applies
- Subject to photographer availability
- Original pricing honored
Less than 14 Days
- Subject to availability only
- May require full cancellation/rebooking
- Additional fees may apply
4.2 Rescheduling Limitations
- New date must be within 18 months of original date
- Peak season dates may require price adjustments
- Rescheduling is subject to photographer availability
- Multiple rescheduling requests may incur additional fees
5. Weather and Force Majeure Policy
5.1 Weather-Related Changes
For outdoor photography sessions affected by severe weather:
- Free rescheduling for severe weather conditions
- Indoor alternatives may be offered when possible
- Client decision on weather acceptability for outdoor sessions
- Light rain/overcast generally not grounds for rescheduling
5.2 Force Majeure Events
In cases of circumstances beyond our control, including:
- Natural disasters or severe weather emergencies
- Government restrictions or public health orders
- Photographer illness or family emergency
- Transportation strikes or major disruptions
- Venue closures or restrictions
Our Response to Force Majeure:
- Immediate notification to affected clients
- Free rescheduling when possible
- Qualified replacement photographer if available
- Full refund if rescheduling isn't possible
6. Refund Process
6.1 How Refunds Are Processed
When you're eligible for a refund:
- Refund calculation based on our policy terms
- Written confirmation of refund amount and timeline
- Processing time: 7-14 business days
- Refund method: Original payment method when possible
- Confirmation email once refund is processed
6.2 Refund Timeline
Day 1
Cancellation request received and acknowledged
Days 2-3
Refund amount calculated and confirmed
Days 4-7
Refund processed through payment system
Days 7-14
Refund appears in your account (varies by payment method)
6.3 Payment Method Considerations
- Credit Cards: 3-7 business days
- Bank Transfers: 5-10 business days
- Checks: 7-14 business days (if required)
- PayPal: 1-3 business days
7. Special Circumstances and Exceptions
7.1 Emergency Situations
We may provide exceptions to our standard refund policy for genuine emergencies:
- Medical emergencies (documentation required)
- Death in immediate family
- Military deployment
- Job loss or significant financial hardship
Emergency exceptions are considered on a case-by-case basis and require appropriate documentation.
7.2 Vendor-Related Cancellations
If your event is cancelled due to venue issues or other vendor problems:
- Full refund available with proper documentation
- No penalty for circumstances beyond your control
- Alternative date booking at original pricing
7.3 Service Quality Issues
If you're unsatisfied with our service quality:
- Immediate discussion to address concerns
- Corrective measures when possible
- Partial refunds may be considered
- Professional mediation if needed
8. Dispute Resolution
8.1 Communication First
We believe most issues can be resolved through open communication:
- Contact us directly to discuss your concerns
- Provide specific details about the issue
- Work together to find a fair solution
- Document agreements in writing
8.2 Escalation Process
If direct communication doesn't resolve the issue:
- Management review of your case
- Third-party mediation through professional organizations
- Legal arbitration as a last resort
8.3 Professional Organizations
We're members of professional photography organizations that can provide mediation services:
- Professional Photographers of Canada (PPOC)
- Canadian Association of Professional Image Creators (CAPIC)
- Better Business Bureau