Terms, Files & Conduct

The formal side of working with us. Covers cancellation terms, copyright, data retention, deposits, and how we handle disputes. Read this before signing anything.

If You Need to Cancel or Change Your Booking

Our cancellation and postponement policy explained plainly: what happens to your deposit, how postponements work, what happens if we ever need to cancel, and how your statutory rights are preserved throughout.

  • Your deposit secures the date the moment it clears — from that point we stop taking bookings for that date. Deposits are non-refundable in all customer-initiated cancellations, regardless of timing.
  • Pre-event services already delivered — couple shoots, consultations, planning calls — remain billable and are not refundable on cancellation.
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Our Complaint Resolution Process

If something has not gone the way you hoped, this is how we put it right. A clear, written, step-by-step process for raising a concern, how we review and respond, and how disputes are escalated if needed.

  • Raise any concern in writing — by email or through our contact page — and we will acknowledge it promptly.
  • We aim to acknowledge your complaint promptly and provide a full written response as quickly as we reasonably can.
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Written Instructions Only

Why we require all formal instructions, changes, and requests in writing. Covers the practical and legal reasons for this policy, and how to communicate effectively with our team.

  • All booking changes, revision requests, and formal instructions must be submitted in writing via email.
  • Verbal agreements — whether in person, by phone, or via voice note — are not binding and cannot be enforced.
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Ready to Book?

If you have read through our guides and feel confident, we would love to hear from you.

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