Refunds & Cancellations Guide

Use the category shown before payment and on your Booking record. Studios choose the category when listing each service.

1.About this guide

This page is a guide, not a separate contract. The binding rules are in the Customer Terms and Studio Terms. If this guide differs from those documents, those documents take priority.

Cancellation charges are maximum standard charges. Consumer law and the Studio's reasonable loss may require a lower amount. A Studio must reduce avoidable loss and cannot recover twice for the same loss.

2.Fixed-date leisure bookings

Usually weddings, engagements, family or maternity shoots, private celebrations and other personal events.

When the Customer cancels	Maximum standard charge
60 days or more before	10%
30–59 days before	25%
14–29 days before	50%
7–13 days before	75%
Less than 7 days before or no-show	Up to 100%

3.Fixed-date business bookings

Usually property, product, corporate or branding photography and videography, and commercial content creation on a reserved date.

When the Customer cancels	Maximum standard charge
30 days or more before	10%
14–29 days before	25%
7–13 days before	50%
2–6 days before	75%
Less than 48 hours before or no-show	Up to 100%

4.Flexible business work

For editing, retouching, post-production or similar work without a reserved attendance date, the charge reflects work already completed and reasonable unavoidable costs. Normally no Studio charge applies before work begins, except reasonable unavoidable costs.

5.Print orders

Prints bought from a Studio's gallery are goods, not a booked shoot, so the tables above do not apply to them.

Nothing is owed until the Customer accepts the price and pays. A price can be declined or ignored at no cost. If a Studio starts making a print before the Customer has accepted and paid, that is the Studio's own risk.
Once paid, the print is made to the Customer's chosen size and frame, so it is a bespoke, made-to-order item and there is no change-of-mind refund.
Faulty, damaged, wrong size, wrong frame, not as described or undelivered items are always put right by repeat production, replacement or refund. Statutory rights are unaffected.
If the Studio cancels or cannot fulfil the order, everything paid is refunded, including delivery and the 2.5% Service Fee.
The Service Fee follows the same rule as bookings: not refunded when the Customer cancels after paying, refunded in full when the Studio cancels or the item is faulty. Delivery is refunded whenever the print is refunded in full.

6.Payments and refunds

Money already paid towards the Studio service is credited against the lawful cancellation charge. Any excess Studio-service amount is refunded; if less has been paid, the Customer may remain responsible for the difference.

The 20% booking deposit is not automatically non-refundable. The amount that may be retained is determined by the applicable category, the Studio's reasonable loss and mandatory law.

Outside a statutory cancellation right, Pixelly's 2.5% Service Fee is not normally refunded when the Customer cancels a confirmed Booking. If the Studio cancels and no reschedule is accepted, all amounts paid, including the Service Fee, are refunded.

7.Consumer rights

A 14-day cancellation right can apply to some online service contracts, with exceptions including certain leisure services on a specific date and bespoke, made-to-order goods such as prints produced to a chosen size and frame. Where work starts during a cancellation period, the legally required request, consent or acknowledgement must be obtained. Any statutory right giving the Customer a better result takes priority.

8.Complaints and payment holds

After completion, payment may be held for up to seven days while the Customer raises concerns. Pixelly may pause payout during a complaint, refund request, chargeback, fraud concern or legal review. A marketplace payment decision does not replace either party's legal rights.

For help with a Booking, use the Enquiries form and include the Booking reference.