This Refunds and Returns Policy explains how refunds, returns, cancellations, and guarantees work for services and products provided by Dan Mackenzie Creative ("we", "us", "our"). It should be read alongside our Terms of Service and Terms of Sale.
1. Scope and relationship to other terms
This Policy applies to:
Photography sessions and packages.
Strategic consulting and AI-powered research services.
Event management services.
Digital products and downloads.
Prints, wall art, albums and other physical products sold through our platforms.
Where there is a conflict between this Policy and specific written agreements or project contracts, the specific agreement will take precedence.
Our Terms of Service govern the broader service relationship. Our Terms of Sale govern purchases made through the client gallery print store. All three documents should be read together.
2. Services: bookings, deposits and cancellations
2.1 Deposits
Deposits for sessions, consulting engagements, or events are generally non-refundable. The deposit secures the date, time, and initial planning work.
Non-refundable deposits will be clearly communicated at the time of booking.
2.2 Client cancellations
Unless otherwise agreed in a written contract:
Cancellations within 7 days of the scheduled date may require payment of the full remaining balance.
Cancellations outside that period typically forfeit the deposit only.
We may, at our discretion, offer rebooking, credit, or partial refunds in exceptional circumstances (for example, serious illness or unforeseen emergencies). Any such flexibility will be agreed on a case-by-case basis and is not guaranteed.
2.3 Our cancellations
If we have to cancel a booked service and cannot offer a suitable reschedule, we will refund any payments received for the affected booking, excluding completed work already delivered.
3. Photography, consulting and event services
Services are largely bespoke and based on time, expertise, and planning.
Once a session, consultation, event, or project has been delivered:
Fees are generally non-refundable.
Dissatisfaction with a subjective element (such as style or artistic preference) does not, on its own, entitle you to a refund.
We aim to resolve reasonable concerns through re-edits, clarifications, or additional support where appropriate. Where quality issues arise due to our error, we will work with you to find a fair solution, which may include partial refunds or additional work at our discretion.
4. Digital products and downloads
Unless stated otherwise at the point of sale:
All digital products and image downloads are non-refundable once accessed or downloaded.
Refunds are only considered where files are corrupted, inaccessible, or not as described.
If you experience technical issues with downloads, you must contact us within 7 days of purchase, providing reasonable details of the issue. We may offer replacement files, alternative formats, or a refund where we cannot resolve the problem.
5. Prints, wall art and physical products
Our prints and physical products are custom-made to order.
5.1 Change of mind
Due to the personalised nature of prints and wall art:
We do not accept returns or provide refunds for change of mind, preference, or minor colour variance between devices and physical media.
5.2 Lost, damaged or incorrect items
If your order arrives damaged, defective, incorrect, or is lost in transit, contact us as soon as possible and no later than 7 days after receipt (or expected delivery date for lost items), including:
Order number.
Description of the issue.
Photographs of the item and packaging (for damaged or incorrect items).
We will liaise with our fulfilment partners and may arrange a replacement, repair, or refund where the issue is verified.
6. Faulty, damaged or incorrect items
Where goods are faulty, not as described, or damaged in transit, your statutory rights under UK consumer law apply.
We will work with you to:
Assess the issue.
Provide repair, replacement or refund where required.
Minimise inconvenience and resolve matters promptly.
7. Refund method and processing times
Approved refunds will normally be issued to the original payment method used for the transaction (processed via Stripe where the original payment was taken through Stripe), unless agreed otherwise.
Refund processing times may vary depending on your bank or payment provider, but we aim to initiate approved refunds within 14 business days.
8. Statutory rights
Nothing in this Policy removes or limits any rights you have under UK consumer law, including rights relating to:
Goods that are faulty or not as described.
Services that are not performed with reasonable care and skill.
In plain terms: you always keep your legal rights, and this Policy cannot take them away. Where applicable, distance-selling or cooling-off regulations may apply to certain online purchases; note that made-to-order goods and accessed digital content are generally exempt from change-of-mind cancellation. Specific details are set out in our Terms of Sale.
9. How to request a refund or raise an issue
To discuss a refund, return, or issue with a product or service, please email us with your name and contact details, order or booking reference, date of purchase or service, a clear description of the issue, and supporting evidence (such as photographs or correspondence) where relevant.
We will review your request and respond as promptly as reasonably possible, usually within 10 business days.
