Refund Policy

1. Scope

This Refund Policy applies to photography services, digital deliverables (e.g., retouched images), and physical products (e.g., prints) purchased from Neutral Axis Forum.

2. Deposits

Deposits paid to reserve dates are non‑refundable. Deposits reflect time reserved, pre‑production, and lost opportunities for the same slot.

3. Cancellations by client

• Cancelling after confirmation forfeits the deposit.
• Cancelling within 7 calendar days of the scheduled session may incur up to 100% of the quoted fee to cover committed resources and lost opportunity.

4. Rescheduling

We will work in good faith to reschedule due to weather, illness, or unforeseen events. Rescheduling is subject to availability and may incur costs already committed (e.g., permits, rentals). One courtesy reschedule may be offered at our discretion.

5. Cancellations by Neutral Axis Forum

If we cancel for reasons within our control and cannot reschedule, you are entitled to a refund of amounts paid for the cancelled portion. This is the maximum extent of our liability for cancellations within our control.

6. Digital deliverables

• Due to the nature of digital goods, delivered files (e.g., retouched images) are non‑refundable once provided or downloaded.
• If files are corrupted or inaccessible due to technical issues on our side, we will replace them at no charge.

7. Physical prints and products

• Custom prints are made to order and non‑refundable except in cases of damage or manufacturing defects.
• Report any issue within 7 days of delivery with photos of the defect and the order number. We will repair, replace, or refund at our discretion.
• Normal variations in color between screen and print are expected and do not qualify as defects. We recommend proofing where color accuracy is critical.

8. Workshops or events (if applicable)

• Cancellations made 14+ days prior: refund minus a 10% admin fee.
• Cancellations within 14 days: non‑refundable; you may transfer your seat to another person.
• If we cancel, you receive a full refund of the ticket price.

9. How to request a refund

Email [email protected] with your name, booking/date, invoice number, and a clear description of the issue (with photos for product defects). We will confirm receipt within 2 business days.

10. Processing time and method

Approved refunds are processed to the original payment method within 5–10 business days. Bank processing times may vary.

11. Chargebacks

Please contact us first to resolve any concerns. Unauthorized chargebacks may incur fees passed on to the client. We reserve the right to dispute chargebacks with evidence of delivery and agreed terms.

12. Statutory rights

Nothing in this Policy affects your statutory rights under applicable consumer protection laws in the UK or your jurisdiction.

Last updated: 15 February 2025