Booking, Payment & Cancellation Policy

When a booking is confirmed

This policy is for personal photography and filmmaking enquiries, including holidays, couples, families, proposals, weddings and private events. It explains the booking process; the written quotation or booking agreement sets the terms for your particular session.

An enquiry, a preferred date entered in a form or an automated success message does not reserve a date. Your booking is confirmed only when the team confirms it in writing and the confirmation requirements stated in your agreement have been met, including an initial payment if one is required. Do not rely on a provisional conversation as confirmation.

Before paying, check the session date and local time in Phu Quoc, duration, meeting point, participants, services, named supplier, total price and currency, payment schedule, deliverables, usage rights and the agreed change/cancellation terms. Ask us to correct anything unclear first.

Deposits, advance payments and the balance

There is no single deposit percentage or payment deadline stated for every service on this website. Any deposit or advance payment, its purpose, amount, due date, treatment against the total price and cancellation consequences must be stated in the written agreement before you pay. A payment is not automatically “non-refundable” simply because it is described as a deposit.

Use only payment instructions confirmed by our team through an established contact channel. If bank details change, verify them using the telephone or email listed on this website before transferring money. The enquiry form does not collect card data or process a payment.

The quotation must make clear the currency, whether taxes and agreed extras are included, the balance due date and any disclosed bank or payment-provider charges. Keep your transfer reference or receipt. If a payment will be late or appears missing, contact us promptly; any effect on the booking or delivery should be resolved against the written agreement.

Rescheduling and changes to your plans

Request a date, time, location, participant or service change as soon as possible through the contact channel used for your booking. Include your booking reference and preferred alternative. A change takes effect only after the team confirms the revised arrangement in writing; availability on another date is not guaranteed.

We will explain any price difference, supplier commitment, travel cost or other change charge before you decide. A rescheduling fee or deadline applies only where it has been agreed and is lawful. If your preferred alternative is unavailable, discuss another option or cancellation under the applicable agreement. Do not assume that an unconfirmed change cancels your original reservation.

Weather, safety and location restrictions

Outdoor photography depends on weather, light, sea conditions, venue access and local restrictions. Reference photographs are not a guarantee of identical conditions. We will discuss the timing and location with you; if conditions are unsafe or access is prohibited, the affected activity should not proceed.

Possible alternatives include changing the time, using a suitable sheltered location, adjusting the scope or moving to another available date. A material change requires agreement, including any effect on price or deliverables. A cloudy day alone is not automatically a cancellation or refund; the decision depends on safety, the agreed brief and the actual circumstances.

If no reasonable agreed alternative can be provided, we will discuss cancellation and the treatment of payments and approved third-party commitments under your agreement and applicable law. Weather disruption does not by itself create an undisclosed fee or an automatic loss of every payment.

Cancellation, lateness and missed sessions

To cancel, contact the team in writing and ask for acknowledgement. Include the booking reference, session date and reason if relevant. The timing and terms of your confirmed agreement determine any lawful cancellation charge; this page does not introduce a universal forfeiture schedule.

A cancellation assessment should distinguish work already performed, genuinely committed third-party costs and the portion of the service that will not be provided. Ask for a written explanation of any deduction. No-show or late-arrival consequences must also follow the agreed terms rather than an undisclosed penalty.

Please contact us immediately if you will be late. The original end time may still be necessary because of light, venue access or another commitment. Extra shooting time requires availability and an agreed charge; a shortened session or rescheduling should be discussed rather than assumed.

If our team cannot provide the confirmed service, we will notify you and discuss an acceptable alternative, rescheduling or cancellation. You are not required to accept a materially different service without agreement. Any refund or other remedy is determined by the unprovided service, your agreement and applicable rights.

Refund requests and payment questions

Send a refund request using the contact details below, with your booking reference and payment evidence. Do not send full card numbers or banking passwords. We will review the circumstances and provide the refund calculation or explain why a request is disputed, including any agreed and lawful deductions.

Where a refund is due, the amount, currency, payment route and expected processing time should be confirmed in writing. Bank and payment-provider processing times may differ from our own handling time. You will not be required to accept a credit voucher instead of money where you are entitled to a monetary refund.

If a service was not delivered as agreed, this policy does not remove your right to request an appropriate remedy. Keep correspondence and receipts and contact us if an agreed refund has not arrived.

Image selection, delivery and file access

Your confirmation should state the number or selection basis of edited images, video deliverables, editing scope, format, delivery method and expected timetable. If delivery depends on your selections, feedback or payment milestones, those dependencies should be explained before booking. Raw files and unlimited revisions are not included unless agreed.

Tell us promptly about missing files, access problems or a specific mismatch with the agreed deliverables. We will review the issue and discuss a correction or applicable remedy. A request for additional retouching, a different edit or extra outputs may need a separate agreement.

Download and back up delivered files within the agreed access window. Confirm any archive or re-download arrangements in writing; the website does not promise indefinite retention. Personal sharing and commercial reuse are governed by the agreed licence and Image Usage & Permissions.

Additional charges and final checks

Possible extras include venue or permit fees, transport outside the agreed area, boats, accommodation, makeup, styling, props, extra crew, overtime, extra edited files, rush delivery and an expanded commercial licence. They are not automatically included, nor should they be charged without prior disclosure and agreement.

Before confirmation, ask for a written total and a clear list of exclusions. If plans change, approve the revised cost before the extra work or commitment is made. Nothing in this policy overrides mandatory consumer protections or a more favourable remedy available under applicable law.