Refund Policy

Last Updated June 2025

We want you to be confident in booking with KJS Media. This Refund Policy explains when we offer refunds for our real estate photography services, and clarifies situations that are not eligible for refund. By booking a service with us, you agree to this policy. Our aim is to be fair to our clients while also considering the time and resources we allocate to each project.

Cancellations and No-Shows

We understand that plans can change. If you need to cancel or reschedule a photoshoot, please let us know as early as possible. Our cancellation policy is designed to compensate for time we have reserved for you, especially for last-minute changes:

Advance Cancellation (More than 24 hours notice): If you cancel a scheduled shoot more than 24 hours in advance, we will refund any prepaid amount in full. Alternatively, we can apply your payment to a rescheduled session. No cancellation fee will apply in this case.
Late Cancellation (Less than 24 hours notice): If you cancel or reschedule with short notice – meaning within 24 hours of the appointment – we reserve the right to charge a cancellation fee of 50% of the total shoot cost. We will refund the remaining 50% to you (if you had pre-paid in full), or if you paid a deposit, we may retain the deposit. This fee helps cover the photographer’s time that was set aside for your shoot.
Same-Day Cancellation / No-Show: If you cancel on the day of the shoot (e.g. a few hours before) or if our photographer arrives and you (or your property contact) do not show up or provide access, it is considered a no-show. In this case, it is often impossible to rebook that time slot. Therefore, no refund will be given – we will charge 100% of the shoot fee as a cancellation fee. If you have not yet paid, we will invoice you for the full amount.

These policies are standard for photography businesses to protect against lost income from late cancellations. Please note: we may make exceptions at our discretion for truly unavoidable emergencies or extreme circumstances. If you believe a fee should be waived due to an emergency, let us know and we will consider your situation compassionately.

How to Cancel: To cancel or reschedule, you can use the link in your booking confirmation or contact us directly via phone or email. Cancellations are effective from the time you notify us (during normal business hours). We will confirm the cancellation and any applicable refund or fee with you. If we do not confirm, please follow up, as we may not have received your message.

Refunds for Service Issues

We take pride in our work and aim to deliver high-quality photos on time. However, if something goes wrong on our end, we want to make it right. Below are the situations where we offer refunds (or partial refunds) and the process for requesting them:

Failure to Deliver on Time: If we fail to deliver the final photos by the promised deadline (as stated in your booking or confirmation) and this delay is due to our fault (not an event outside our control like an emergency or a client delay), you may request a partial refund or discount. Specifically, if the delay significantly impacts your needs (for example, listing publication was missed), we will discuss a fair compensation, up to a full refund of the service fee. Our goal is to deliver on time, but if we are late, we acknowledge the inconvenience this causes. Please notify us if a deadline has passed without delivery, and we will expedite the photos or issue appropriate compensation.
Unsatisfactory Quality of Work: If the photos delivered are of unsatisfactory quality and do not meet the agreed-upon specifications, you may be eligible for a refund. We define “unsatisfactory quality” as a clear failure on our part – such as images that are severely blurred, improperly exposed, or missing key shots that were explicitly agreed upon. It does not include subjective preferences or minor edits (however, we will work with you on minor touch-ups). If you find the work unsatisfactory, you must notify us within a reasonable time (we suggest within 7 days of delivery, and no later than 30 days after the shoot. We will first attempt to remedy the situation by offering to re-edit the photos or even re-shoot the property if feasible. If we cannot fix the issue to your satisfaction, we will issue a refund. Refunds for unsatisfactory work are assessed on a case-by-case basis, and approval is not automatic; we will review the photos and your feedback. If approved, we typically refund up to the full amount you paid for that shoot. In some cases, a partial refund may be offered if some of the work was acceptable and useful to you. Refunds will be processed to your original method of payment within a certain number of days after approval (usually within 5-10 business days).
Service Not Provided: In the unlikely event that we are unable to complete the shoot at all (e.g. our photographer did not show up and it was our fault, or equipment failure prevented any photos from being captured), we will provide a full refund of any amount you paid for that session. This is separate from a cancellation – it covers situations where you were ready as a client, but we failed to deliver services. We take such matters very seriously and will also offer a discount on a re-booking if you give us another chance.
Overpayment or Billing Errors: If you were accidentally charged an incorrect amount or double-charged, we will correct the error and issue a refund of the overpaid amount promptly.

Exceptions and Non-Refundable Situations

Certain situations are not eligible for refunds, including:

Client No-Show or Last-Minute Cancellation: As noted above, if you do not show up or cancel at the last second, the fees paid are generally non-refundable. This is to compensate for our time and loss of other business.
Change of Mind After Delivery: If we have delivered the photographs as promised and they meet the agreed specifications, a refund will not be issued just because you no longer need or want them. For example, if your property listing is canceled or you decide to hire a different photographer afterward, we cannot refund a completed job.
Minor Defects or Edits: Minor issues (such as a small color adjustment or a request to add a filter) do not qualify as “unsatisfactory work” for a refund. We are happy to make reasonable edits to ensure you are pleased with the results, but that will be our first course of action. Refunds are reserved for significant failings.
Delays or Issues Beyond Our Control: If a delay in delivery or an issue with photos is caused by something beyond our control (for instance, a sudden illness, natural disaster, or client’s failure to provide access or information), refunds may not apply. We will work with you to mitigate the issue (like rescheduling quickly), but such events aren’t grounds for a refund if we acted reasonably.
Services Rendered as Described: If a service was rendered according to the contract (for example, we performed the shoot and delivered the agreed number of photos in acceptable quality), then except as noted for delays/quality issues above, the transaction is considered complete and non-refundable.

Additionally, any travel fees or special add-on costs that were incurred (with your agreement) for the shoot are generally not refundable if the main service is delivered. For example, if you paid an extra travel surcharge because the property was outside our normal area, that surcharge would not be refunded if the photos themselves were delivered properly.

How to Request a Refund

If you believe you are entitled to a refund under this policy, please contact us by email or phone with the following details:

Your Name and Contact information (email or phone number used for booking).
Shoot Details: date of the session, property address, and invoice/booking number if available.
Reason for Refund Request: please describe the issue (e.g., “photos delivered on 5/10 were missing the backyard images,” or “the images are much darker than expected and unusable for listings”). If it’s a quality issue, specifying which photos or what aspect is problematic will help us address it.
Supporting Material: if applicable, include a few sample images or reference points to illustrate the issue.

We will acknowledge your request within 1-2 business days and begin an investigation/review. Our team will review the work delivered and the circumstances. We may reach out for more information or to discuss possible remedies (such as re-editing or re-shooting). We aim to make a decision on refunds quickly, typically within 5 business days after we have all necessary information. You will be informed via email of our decision. If approved, the refund will be processed and a credit will automatically be applied to your original method of payment. Please note that it may take additional days for your bank or credit card company to reflect the refund. We will let you know when the refund has been issued on our end.

Satisfaction and Feedback

Our goal is your satisfaction. Even if a situation does not strictly qualify for a refund under the terms above, we encourage you to communicate any concerns or disappointments. We value our client relationships and may offer alternative resolutions (for example, a partial credit toward a future shoot, extra edited photos, or other goodwill gestures) if appropriate. We appreciate constructive feedback as it helps us improve our services.

Contact for Refund Inquiries:
For any questions or to request a refund, please contact support@kjsmedia.com or call [KJS Media’s phone number]. We will address your inquiry as promptly as possible.

By booking with KJS Media, you acknowledge that you have read and understood this Refund Policy. Thank you for your trust in our services. We are committed to delivering great results and fair resolutions if issues arise.