Refund Policy
Cancellations and changes
Last updated: 29 September 2026
This policy applies to new Profile Pictures photography bookings where it is provided before booking. It forms part of our Terms & Conditions, linked in the footer, and does not reduce your statutory rights. Existing bookings retain the terms agreed when they were made.
To cancel or request a change, email ed@profilepictures.co.uk, call +44 7488 232806, or write to Ed Curthoys, Profile Pictures, 6 Alford Close, Sandhurst, Berkshire, GU47 8DX. Include your name, session date and booking reference if available. You do not need a reference or a special form to exercise a legal cancellation right.
Consumers booking online, by telephone or away from our business premises may cancel without giving a reason within 14 days from the day after the contract is made. We offer this period for consumer photography bookings even where a statutory exception might otherwise apply. Tell us before the period expires.
If you expressly ask us to start work within those 14 days, you may have to pay a proportionate amount for work actually supplied before cancellation, but only where the legal conditions and required information have been met. You lose the cancellation right for a fully completed service in that period only after your express request and acknowledgement. Booking or accepting this policy alone does not provide those consents.
For any digital content supplied separately, any loss of a statutory cancellation right requires the relevant express consent, acknowledgement and confirmation. Simply receiving photographs does not remove your rights if the service or files are faulty or not as described.
Refunds, rescheduling and service problems
Outside the 14-day period, cancellation of an unperformed booking at least 48 hours before the session receives a full refund. With less than 48 hours' notice, or if you do not attend, any cancellation charge is limited to our reasonable, evidenced net loss directly caused by the cancellation and never exceeds the agreed booking price. We take reasonable steps to reduce that loss, deduct saved costs and replacement income, explain any deduction and refund the balance. Deposits are not automatically forfeited. Separately agreed work already supplied remains payable where lawful.
If you need to move a session, contact us as early as possible. Rescheduling is subject to availability and any additional costs must be agreed beforehand. A statutory cancellation right takes priority over our usual cancellation arrangements.
If we cannot provide your session, including because of illness or circumstances beyond our reasonable control, we will offer a suitable alternative date or refund payments for the service we cannot provide. You do not have to accept credit or a replacement date. Any further rights you have by law remain available.
If the service or delivered files do not match what was agreed, please contact us so we can investigate. Where required by law, remedies may include correcting the work, repeat performance, repair or replacement of faulty digital files, a price reduction or a refund. We do not impose a short reporting deadline that removes your statutory rights. A change of mind after a properly completed service does not by itself create an additional refund entitlement.
We issue refunds without undue delay. For cancellation within the applicable 14-day period, we refund within 14 days of being told of the cancellation, less any lawful charge for work requested and supplied. Other agreed refunds are issued within 14 days of agreeing your entitlement and amount, or sooner where required by law. Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Your bank or payment provider may take additional time to display the credit.
How to cancel or raise a concern
Email ed@profilepictures.co.uk or call +44 7488 232806. For a service complaint, explain what went wrong and the outcome you are seeking. We aim to acknowledge complaints within five working days and keep you informed while we investigate. You may seek independent advice or use any legal remedy available to you.
Model cancellation form — optional
Complete and send this only if you wish to cancel. You can instead send any clear statement of your decision.
To: Ed Curthoys, Profile Pictures, 6 Alford Close, Sandhurst, Berkshire, GU47 8DX; ed@profilepictures.co.uk.
I/We hereby give notice that I/We cancel my/our contract for the following service:
Service and session date:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date:
Delete whichever of “I/We” and “my/our” does not apply.
Our Terms & Conditions, Privacy Policy and Accessibility Statement are linked at the bottom of this page. Nothing in this policy excludes rights or remedies you have under applicable consumer law.