Open Field Tone

General principles

• Retainers reserve our time and are typically non‑refundable.
• We aim to be fair and transparent; please contact us as early as possible when plans change.
• This policy complements your service agreement; where there is a conflict, the signed agreement prevails.

Sessions and events (portraits, weddings, editorial)

• Retainer/deposit: non‑refundable once the date is secured.
• Client cancellation:
  • 14+ days before the session: fees paid beyond the retainer will be refunded.
  • Less than 14 days: up to 50% of the remaining fee may be retained to cover prep and lost opportunity.
• Rescheduling: allowed subject to availability. One complimentary reschedule with 72+ hours’ notice; additional changes or short‑notice changes may incur a fee.
• Our cancellation: if illness or force majeure prevents us from attending, we will propose a qualified replacement where possible or refund fees paid for undelivered services.

Commercial/editorial day rates

• Holds/options expire unless confirmed in writing.
• Cancellation within 5 business days may incur a percentage of the day rate to cover lost booking.
• Non‑recoverable pre‑production costs (permits, rentals) are chargeable if spent with client approval.

Digital files and downloads

• Due to the nature of digital goods, delivered files are non‑returnable and non‑refundable once accessed or downloaded.
• If files are corrupted or inaccessible, we will re‑deliver or provide a suitable alternative at no extra cost.

Prints, albums, and physical products

• Custom products are made to order and are not eligible for change‑of‑mind refunds.
• Defects or damage on arrival: notify us within 7 days with photos; we will replace or refund as appropriate.
• Color variance: minor differences may occur between screens and print; this alone is not considered a defect.

Chargebacks and disputes

• Please contact us first; most issues are resolved quickly.
• Unauthorized chargebacks may be contested with supporting documentation (signed agreement, correspondence, delivery records).

Refund process

• Email your request to [email protected] with your name, booking date, and reason.
• Approved refunds are issued to the original payment method within 5–10 business days (timing may vary by bank).
• Where applicable, non‑recoverable third‑party costs will be deducted (e.g., permits, location fees).

Force majeure

Neither party is liable for delays or failures due to events beyond reasonable control (e.g., severe weather, accident, illness, government restrictions). We will work with you to reschedule or refund undelivered services in line with this policy.

Contact

• Open Field Tone
• 1 Wood Ferry West, Hollietown WA3 3UR
• +44 2299 449250
• Company No.: 45906130
• Email: [email protected]