Booking & Service Policies

Your agreement includes your quotation, its agreed coverage schedule and these policies. “We”, “our” and “the Studio” mean the legal business identified in your quotation.

Your quotation will specify:

• The event dates, locations and agreed coverage periods.
• The total included shoot hours and package deliverables.
• The package price, currency and applicable taxes.
• The deposit, payment dates and delivery arrangements.
• The extra-time rate and any expressly pre-approved extra-time allowance.

We will clarify any differences between the package hours and the requested schedule before confirming your booking. Specific agreed quotation details take priority over general policy wording.

Changes to services, timing or price must be agreed and recorded in writing.

Your booking is secured when we receive the required deposit within the quotation’s validity period. We will provide written booking confirmation and a payment receipt.

The deposit forms part of your total package price. Payments made after a quotation expires require confirmation of availability.

By paying or authorising payment of the deposit after receiving the quotation, coverage schedule and these policies, you confirm that you have received, read and understood them and agree to them. No separate signature or initials are required.

Please ask any questions before paying. A payment made by another person accepts the agreement on your behalf only if you authorised that person to do so.

Coverage follows the start and finish times agreed in your quotation.

An invitation or event planner describes your event arrangements. It becomes our coverage schedule only where we expressly incorporate it into the booking agreement.

Getting-ready sessions, couple shoots and additional locations must be allowed for within the agreed hours.

Starting earlier, finishing later or changing locations may affect the schedule and price. We will confirm those effects before agreeing to the change.

Event delays do not automatically extend the agreed finish time. Additional attendance is subject to section 5.

Shoot time means the booked time during which our team is providing coverage or is ready and available to provide it. It is not measured only by the minutes the cameras are recording.

Within each agreed coverage period, shoot time includes:

• Getting-ready coverage and accessory shots.
• Couple shoots and family photographs.
• Ceremonies and rituals.
• Speeches, family messages and dance performances.
• Travel between shoot locations.
• Client-related waiting, standby and gaps between activities while the team remains booked and available.

We do not charge for travel from our home or studio to the first shoot location, or from the final shoot location back to our home or studio.

Our equipment setup and pack-up time are not included in total shoot time. We arrive early to complete setup and be ready at the agreed start time. We begin final pack-up after coverage finishes.

Any unpaid breaks or excluded gaps must be identified in the quotation. For multi-day bookings, time is calculated separately for each booked day; overnight gaps are not included.

If the client or event is running late but our team is ready at the agreed start time, the booked time continues to count.

Unrequested early arrival, setup, pack-up and delays caused by the Studio do not create additional chargeable time.

Unless the quotation expressly provides separate staff-hour pricing, the included hours are coverage hours and are not multiplied by the number of team members.

Extra time is charged at the rate stated in your quotation only when authorised through one of the following arrangements.

Pre-approved allowance

Your quotation may expressly identify an event, an extra-time rate, a maximum number of additional minutes and a maximum additional charge.

By accepting that quotation, you authorise that limited allowance to be used if the booked event runs late or you request continued coverage. No further signature is required within that allowance.

We will attempt to notify you before using it. You may ask us to stop or withdraw permission for any unused extra time.

If no allowance is stated, there is no pre-approved extra time.

Approval during the event

Where there is no pre-approved allowance, or it has been exhausted, we must obtain approval from you or your named authorised contact before chargeable extra time begins.

We will state the proposed extension and maximum additional cost. Approval may be given by SMS, WhatsApp or email; no additional signature is required.

Silence, an event continuing, or a request from an unauthorised guest or family member does not authorise additional charges.

We will endeavour to remind you approximately 15 minutes before coverage finishes. Without approval, coverage will finish at the agreed time.

Billing and records

Approved extra time is billed in 15-minute units, with each approved extension rounded once, without exceeding its agreed financial limit. Unused authorised time is not charged, subject to that rounding.

We will provide an itemised record of the additional attendance and its approval. Camera timestamps may support recording times but do not replace approval of extra charges.

If we voluntarily continue without approval, that courtesy time will not be charged.

Unused time may be moved between events only by agreement, taking account of availability and staffing.

If you choose to release our team early, the fixed package price does not automatically reduce. Any price adjustment must be agreed, except where a refund or adjustment is required by law.

If we suggest finishing early, we will obtain your agreement. That suggestion alone does not authorise extra charges elsewhere or remove agreed deliverables.

Please provide your important family groups, priority moments, cultural requirements and relevant venue restrictions before the event.

We will use reasonable professional care and skill to provide the agreed coverage. We cannot guarantee every spontaneous moment or every guest will appear.

Getting-ready arrangements should identify the person, location, start time and whether coverage includes accessories, portraits, actual dressing or a combination.

We respect requests for privacy and decisions not to dress on camera. Accessory footage alone will not be described as footage of the person getting dressed.

A single team cannot cover separate locations simultaneously unless the agreed staffing and schedule allow for it.

We will provide the photographs, films and products listed in your quotation.

We provide edited photographs and edited films only, according to the deliverables in your quotation. RAW photographs, unedited video or audio recordings, original camera files, duplicate or rejected images and editing project files are not supplied under any package, either to clients or to anyone acting on their behalf.

Detailed edited event films are different from the original unedited recordings. Purchasing coverage or a package does not include delivery of the underlying RAW or unedited files. This policy does not prevent disclosure where required by law.

Our professional selection and editing will follow the agreed deliverables and our demonstrated style. Creative discretion does not override specific promises or excuse defective work.

Please provide editing priorities in advance where possible. New editing requests outside the agreed scope may attract an additional charge, which must be agreed before work begins. Corrections necessary to meet our agreed or legal obligations will not attract an additional fee.

A dispute about extra time does not automatically reduce the agreed deliverables or authorise excluding promised material.

Payments are due on the dates stated in your quotation. Approved extras will be separately itemised.

Your quotation will explain when production begins and the estimated delivery period. We will inform you promptly of significant delays and provide an updated estimate. Any specifically agreed deadline remains applicable unless changed by agreement or otherwise permitted by law.

If an undisputed payment becomes overdue, we may pause affected work or delivery after reasonable written notice and an opportunity to pay, subject to your consumer rights.

A genuine dispute about an extra charge does not automatically suspend our unrelated obligations under the original package.

Please notify us promptly in writing if you need to cancel or reschedule.

Where you cancel without a legal right to a refund, any cancellation charge will reflect our reasonable loss. This may include work already completed, unavoidable commitments and reasonably established lost booking income, less costs saved and income from a replacement booking.

We will take reasonable steps to minimise that loss and will not recover the same loss twice. Payments already received will be credited against any lawful cancellation charge, and any excess will be refunded.

The deposit is not automatically forfeited in every circumstance.

Rescheduling depends on availability. Any proposed price change or unavoidable additional cost will be explained and agreed before the new booking is confirmed.

If we cannot provide the agreed services, we will notify you promptly, discuss suitable alternatives and provide any refund or other remedy required by law.

We may pause work where there is a serious safety risk, threatening behaviour or a requirement to act unlawfully. Where safe and practical, we will explain the problem and allow an opportunity to resolve it.

Drone coverage depends on lawful operating conditions, permissions and safety. If a specifically promised component cannot be provided, we will discuss an appropriate alternative, price adjustment or other applicable remedy.

Illness, equipment problems or other interruptions do not automatically remove our responsibility to address a failure to provide the agreed service.

We understand that your photographs and recordings contain irreplaceable memories. We will use reasonable professional care, appropriately maintained equipment, secure handling and suitable backup procedures to protect them.

Despite reasonable precautions, material may sometimes be lost, damaged or corrupted. Possible incidents include:

• Road accidents involving our team or equipment while travelling to an event, between locations or returning home.
• Theft of cameras, recording media, computers or storage devices at an event, during travel or from our studio.
• Accidental equipment or recording-media damage at a venue or during transport.
• Fire, flood or another serious incident affecting our studio or storage location.
• Unexpected camera, memory-card, computer or storage-system failure.

An incident is not automatically beyond our reasonable control simply because it appears in this list. We remain responsible for reasonable precautions, including appropriate security, equipment care and backups.

To the extent permitted by law, we are not liable for loss caused solely by an event outside our reasonable control where reasonable precautions could not have prevented the loss or reduced its effects.

This does not exclude responsibility for our negligence, inadequate professional care or any liability that cannot legally be excluded. It also does not remove any right to a refund or other remedy for services not supplied.

If a material loss occurs, we will inform you promptly, explain what is affected, preserve remaining material and take reasonable recovery steps. Recovery cannot be guaranteed. We will provide any refund, compensation or other remedy required by applicable law.

Online download links

Each online gallery or download link will expire four weeks (28 calendar days) after we send you a working link with access to the relevant edited files. We will state the expiry date in the delivery message.

It is your responsibility to download all your delivered photographs and films to your own device before the link expires. Please check that the downloads are complete, that the files open correctly and that you have a separate backup copy. Viewing a gallery online does not save the files to your device.

Please notify us promptly if a link does not work or files cannot be downloaded. If a fault with our delivery service prevents access, we will correct it and extend the download period to make up for the lost access time, without charge.

If you miss the download deadline, contact us. Continued online access or reactivation is not guaranteed after expiry, subject to our agreed obligations and your consumer rights.

USB or pen-drive collection

A USB or pen drive is provided only if included in your quotation. Where collection is the agreed delivery method, you must arrange an appointment and collect it within six weeks (42 calendar days) after we send the link to your final edited collection and confirm that the USB is ready.

We will state the collection location and deadline in writing. If the USB becomes ready later than the final online link, the six-week period starts when we notify you that it is ready. This deadline does not run from an earlier sneak-peek or partial-delivery link.

If you cannot collect within that period, contact us before the deadline to agree alternative arrangements. Where your quotation includes postage or courier delivery, that agreed arrangement applies instead.

If the USB remains uncollected, we will contact you about collection and handle it in accordance with applicable law. Missing the collection deadline does not automatically forfeit an included USB.

Studio file storage

Online-link expiry and the USB collection deadline are separate from our studio storage arrangements.

Unless your quotation provides a longer period, we will retain source recordings and final master files for at least 90 days after final delivery. We will give at least 30 days’ notice before scheduled permanent deletion of retained files. Retaining source files does not make RAW or unedited files part of your package.

Relevant original files, metadata and correspondence will be preserved while a known complaint or dispute remains unresolved, and for any longer period required by law.

These download, collection and storage periods do not limit your rights concerning missing or defective deliverables or any other rights that cannot legally be excluded.

For material created after this agreement is accepted, we agree that copyright will belong to the Studio or the relevant creators or licensors, rather than transferring to you under any default commissioning rule. We will secure the rights needed to provide your agreed collection.

Once the amount properly due for the delivered collection is paid, you receive a permanent licence to download, back up, print and share it for personal and family use. Commercial use requires separate permission.

We will handle personal information for booking, production, delivery, payment and related administration, using appropriate safeguards and complying with applicable privacy law.

Public use of identifiable client images for our advertising, portfolio or social media requires separate express permission. Paying a deposit does not provide that permission or consent on behalf of every guest.

Please contact us using the details in your quotation if you have a concern. We will respond promptly and work with you towards a resolution.

Nothing in these policies removes rights or remedies that cannot legally be excluded under the Australian Consumer Law, New Zealand’s Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable legislation.

You remain free to obtain independent advice or contact a relevant consumer agency, tribunal or court.