Introduction
At UniversalAxis, we are committed to providing high-quality photography services and ensuring our clients' satisfaction. We understand that circumstances may arise where a refund may be requested. This Refund Policy outlines the conditions under which we provide refunds for our photography services and products.
This policy applies to all photography services, digital products, and physical products purchased directly from UniversalAxis. By booking our services or purchasing our products, you agree to the terms of this Refund Policy.
Photography Services Refund Policy
Booking Deposits
To secure a photography session or event date, we require a non-refundable booking deposit. This deposit serves to reserve your date and covers administrative costs and preparation time. Specifically:
- Portrait, family, and commercial photography sessions typically require a 25% deposit
- Wedding and event photography typically requires a 30% deposit
- These deposits are non-refundable but may be transferable to another date in certain circumstances as outlined below
Cancellation by Client
If you need to cancel a scheduled photography service, our refund policy is as follows:
Portrait, Family, and Commercial Sessions:
- Cancellation more than 14 days before the session: Full refund of any payments made minus the non-refundable deposit
- Cancellation 7-14 days before the session: 50% refund of any payments made minus the non-refundable deposit
- Cancellation less than 7 days before the session: No refund will be issued
Wedding and Event Photography:
- Cancellation more than 90 days before the event: Full refund of any payments made minus the non-refundable deposit
- Cancellation 30-90 days before the event: 50% refund of any payments made minus the non-refundable deposit
- Cancellation less than 30 days before the event: No refund will be issued
Rescheduling
We understand that circumstances may require you to reschedule your photography session or event. Our policy regarding rescheduling is as follows:
Portrait, Family, and Commercial Sessions:
- Rescheduling more than 7 days before the session: Your deposit can be transferred to a new date within the next 6 months with no additional fee
- Rescheduling less than 7 days before the session: A rescheduling fee of 25% of the session fee will apply, and your session must be rebooked within 3 months
Wedding and Event Photography:
- Rescheduling more than 60 days before the event: Your deposit can be transferred to a new date within the next 12 months, subject to our availability
- Rescheduling 30-60 days before the event: Your deposit can be transferred, but a rescheduling fee of 10% of the total package price will apply
- Rescheduling less than 30 days before the event: Your deposit can be transferred, but a rescheduling fee of 25% of the total package price will apply
Please note that rescheduling is subject to our availability. If we are unable to accommodate your new requested date, our cancellation policy will apply.
Cancellation by UniversalAxis
In the rare event that we need to cancel a scheduled photography service due to illness, emergency, or other unforeseen circumstances:
- We will make every effort to provide you with as much notice as possible
- We will offer to reschedule your session or event to another mutually agreeable date
- If rescheduling is not possible or desired, we will provide a full refund of all payments made, including the deposit
Weather-Related Cancellations
For outdoor photography sessions that are weather-dependent:
- If weather conditions are unsuitable for photography (heavy rain, snow, extreme temperatures), we will work with you to reschedule the session at no additional cost
- The decision to cancel due to weather will be made by UniversalAxis based on our professional judgment
- Light rain, overcast skies, or other mild weather conditions are not grounds for cancellation as these can often create interesting photographic opportunities
Dissatisfaction with Services
We take pride in the quality of our work and strive to exceed client expectations. However, if you are dissatisfied with your photography services:
Quality Concerns
- If you have concerns about the quality of your photographs, please contact us within 14 days of receiving your images
- We will review your concerns and work with you to address them, which may include additional editing, a partial refund, or in extraordinary circumstances, a reshoot
- Any reshoot due to client dissatisfaction will be at our discretion and will depend on the specific circumstances
Technical Failures
In the event of technical failures or equipment malfunction that results in a significant loss of images:
- For non-event photography: We will offer a complimentary reshoot at a mutually agreeable time
- For event photography (where a reshoot is not possible): We will offer a partial or full refund proportionate to the extent of the image loss
Please note that style, composition, or creative direction are subjective aspects of photography and are not valid grounds for a refund if they align with our portfolio and the agreed-upon services.
Digital Products and Print Sales
Digital Downloads
For digital products purchased through our Website:
- Due to the nature of digital downloads, all sales are final once the product has been downloaded
- If you experience technical issues with your download within 48 hours of purchase, please contact us for assistance
- If you have not yet downloaded your digital product and wish to cancel within 24 hours of purchase, a refund may be issued at our discretion
Physical Products (Prints, Albums, etc.)
For physical photography products:
Cancellation Before Production
- Orders for prints, albums, and other physical products may be canceled for a full refund before production begins
- Once production has started, cancellation will result in a partial refund minus the costs already incurred
Product Defects
- If you receive a product with manufacturing defects or damage, please notify us within 7 days of receipt
- Please provide clear photographs of the defect or damage to help us assess the issue
- Depending on the nature of the defect, we will offer either a replacement product or a full refund including shipping costs
Product Returns
- Custom-made products such as personalized albums or custom prints cannot be returned unless defective
- Standard print products in original condition may be returned within 14 days for a refund minus shipping costs
- Returned products must be in their original packaging and undamaged
Refund Processing
Refund Timeframes
When a refund is approved:
- Credit card refunds will be processed within 5-7 business days
- Bank transfer refunds may take 7-10 business days to appear in your account
- PayPal refunds are typically processed within 3-5 business days
Please note that while we process refunds promptly, the actual time for the funds to appear in your account depends on your payment provider or bank.
Refund Method
Refunds will be issued using the same payment method used for the original purchase. For example:
- Credit card payments will be refunded to the same credit card
- PayPal payments will be refunded to your PayPal account
- Bank transfers will be refunded via bank transfer to the original account
In special circumstances where the original payment method cannot be used, we will work with you to find an alternative refund method.
How to Request a Refund
If you need to request a cancellation, rescheduling, or refund, please follow these steps:
Refund Request Process
- Contact us as soon as possible via email at [email protected] or by phone at +441967959174
- Include your name, booking date, and order details in your communication
- Clearly state the reason for your refund request
- If applicable, provide any supporting documentation or information
Response Time
We aim to respond to all refund requests within 2 business days. Complex cases may require additional time for review.
Dispute Resolution
If you are not satisfied with our response to your refund request, please refer to the dispute resolution process outlined in our Terms and Conditions.
Exceptions to the Refund Policy
Please be aware of the following exceptions to our standard refund policy:
Special Promotions and Discounted Services
Photography services purchased as part of a special promotion, offered at a significant discount, or purchased through a gift certificate may have different refund terms. These will be clearly communicated at the time of purchase.
Force Majeure Events
In cases of force majeure events (such as natural disasters, public health emergencies, or other circumstances beyond our reasonable control), our standard cancellation policy may be modified. We will work with affected clients on a case-by-case basis to find fair solutions.
Third-Party Services
If your photography package includes services provided by third parties (such as makeup artists, venue hire, or photo booth rentals), the refund policies of these third-party providers may apply to those specific components of your package.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our Website. We encourage clients to review this policy periodically.
For existing bookings, the Refund Policy in effect at the time of booking will generally apply, unless otherwise required by law.
Contact Us
If you have any questions about our Refund Policy, please contact us at:
UniversalAxis
3 Cox Walk, South Elizabeth, L39 3LJ
United Kingdom
Email: [email protected]
Phone: +441967959174
