Refund Policy

Introduction

CoreGrid Media, operated by Ed Jaydon Niyukuri as a sole trader, is committed to transparency and fairness in all business practices. This Refund Policy outlines how we handle cancellations, rescheduling, and refunds for our photography and video production services. Please read this policy carefully before booking our services.

1. Deposit and Payment Overview

To secure a booking with CoreGrid Media:

• A deposit of 30-50% of the total service cost is required (exact percentage specified in your quote)
• The deposit confirms your booking and reserves your chosen date
• The remaining balance is due before or upon delivery of final edited content
• All refund calculations are based on the deposit amount paid

2. Cancellation Policy

2.1 Cancellation by Client

If you need to cancel your booking, refunds are provided based on how much advance notice you provide:

2.2 Rationale for Cancellation Policy

Our cancellation policy reflects the business reality of operating a photography service:

• When you book a date, we reserve that time exclusively for you and decline other potential clients
• Last-minute cancellations prevent us from rebooking that time slot
• Equipment, preparation, and scheduling commitments are made based on confirmed bookings
• The policy encourages clients to commit to their chosen dates while providing fair options for early cancellations

2.3 How to Cancel Your Booking

To cancel a booking, please contact us immediately:

• Email: jaydon@coregrid.site (preferred method for documentation)
• Phone: +44 7585 630535

Your cancellation is effective from the date and time we receive and acknowledge your notification. You will receive written confirmation of your cancellation and any applicable refund within 2 business days.

3. Rescheduling Policy

3.1 Free Rescheduling

You may reschedule your booking at no additional charge if:

• You notify us at least 30 days before the original service date
• Your preferred new date is available
• The rescheduled date is within 6 months of the original date
• This is your first rescheduling request for this booking

3.2 Rescheduling Within 30 Days

Rescheduling requests made 14-30 days before the original service date:

• May be accommodated if an alternative date is available
• May incur a rescheduling fee of 10-15% of the service cost
• The fee depends on availability and whether the original date can be rebooked

3.3 Rescheduling Within 14 Days

Rescheduling requests made less than 14 days before the service date are treated as cancellations subject to the cancellation policy above. In exceptional circumstances, we may accommodate rescheduling at our discretion.

3.4 How to Reschedule

To reschedule your booking:

• Contact us via email at jaydon@coregrid.site or phone at +44 7585 630535
• Provide your original booking date and 2-3 preferred alternative dates
• We will confirm availability and provide updated booking details within 1 business day

4. Cancellation by CoreGrid Media

4.1 When We May Cancel

CoreGrid Media reserves the right to cancel a booking in the following circumstances:

• Severe illness or medical emergency preventing service delivery
• Extreme weather conditions making travel unsafe or outdoor shoots impossible
• Natural disasters, pandemic restrictions, or force majeure events
• Equipment failure that cannot be resolved before the service date
• Venue access issues or venue closure
• Client conduct violating our Terms and Conditions

4.2 What Happens if We Cancel

If CoreGrid Media must cancel your booking:

• We will notify you as soon as possible (minimum 24-48 hours advance notice when circumstances allow)
• You will receive a full refund of all payments made (100% of deposit and any balance paid)
• We will offer to reschedule to any future date at no additional cost
• Refunds will be processed within 5-7 business days
• We are not liable for any additional costs, travel expenses, or consequential damages

5. Refund Processing

5.1 Refund Timeline

• Approved refunds are processed within 7-14 business days from approval date
• Refunds are issued to the original payment method used for the deposit
• Bank processing times vary by financial institution (typically 3-10 business days)
• You will receive confirmation once the refund has been initiated

5.2 Refund Methods by Payment Type

• Bank Transfer: Refunded to the originating bank account within 5-7 business days
• PayPal: Refunded within 3-5 business days
• Credit/Debit Card: Refunded to the card used for payment within 7-14 business days

Note: Processing times depend on your bank or payment provider and are outside our control.

6. Special Circumstances and Exceptions

6.1 Medical Emergencies or Serious Illness

If you must cancel due to serious medical emergency or illness:

• Contact us as soon as possible with details
• You may reschedule to any future date at no additional cost (one rescheduling only)
• Alternatively, a partial refund may be provided at our discretion
• Medical documentation may be requested for verification

6.2 Family Emergency or Bereavement

In cases of family emergency or bereavement:

• We understand these are difficult circumstances
• Contact us to discuss options - we will work with you compassionately
• Free rescheduling or partial refund may be provided
• Each situation is evaluated individually

6.3 Severe Weather or Natural Disasters

For outdoor shoots affected by severe weather:

• If weather makes photography unsafe or impossible, we will contact you to reschedule
• Rescheduling to any future date at no additional cost
• If rescheduling is not possible, full refund provided
• Weather-related cancellations are made by CoreGrid Media for safety reasons

7. Non-Refundable Items and Services

The following are non-refundable once services have been rendered or costs incurred:

• Deposits forfeited due to cancellations within 14 days of service date
• Rush or expedited editing fees (once work has begun)
• Travel expenses already incurred for location shoots
• Third-party costs such as venue fees or equipment rentals (if already paid)
• Additional services or add-ons once completed
• Digital files already delivered to client

8. Dissatisfaction with Final Content

8.1 Quality Concerns

If you are not satisfied with the quality of delivered photographs or videos:

• Contact us within 7 days of receiving the final content
• Provide specific details about your concerns
• We will review your concerns and respond within 3 business days
• Solutions may include re-editing, color correction adjustments, or partial credit

8.2 When Refunds Apply for Quality Issues

Partial refunds for quality issues may be considered when:

• There is a clear technical failure on our part (focus issues, exposure problems, etc.)
• Deliverables do not match what was agreed in the service contract
• The issue was within our control and not due to external factors

8.3 When Refunds Do Not Apply

Refunds are typically not provided when:

• Quality issues result from poor venue lighting, weather, or conditions disclosed in advance
• Client expectations were not clearly communicated before the shoot
• Client changed their mind about style, colors, or aesthetic preferences after delivery
• Issues are subjective preferences rather than technical failures
• Content meets professional standards but does not match client's personal taste

Quality disputes are evaluated case-by-case. Partial refunds (typically 15-30% of service cost) may be offered when appropriate.

9. Post-Service Cancellation (Editing Services Only)

For editing-only services where we edit photos or videos you provide:

• Once editing work has begun, cancellations are not eligible for refunds
• If you cancel before work begins, a full refund minus a 10% processing fee will be provided
• Partially completed editing work may receive a partial refund based on percentage completed

10. Requesting a Refund

10.1 How to Request a Refund

To request a refund:

1. Email jaydon@coregrid.site with "Refund Request" in the subject line
2. Include your booking details: name, service date, and booking confirmation number
3. Explain the reason for your refund request
4. Provide any supporting documentation if applicable

10.2 Refund Request Processing

• We will acknowledge receipt of your refund request within 1 business day
• We will review your request and respond with a decision within 3-5 business days
• If approved, refund will be processed within 7-14 business days
• You will receive confirmation once the refund is initiated

11. Dispute Resolution

If you disagree with a refund decision:

• Contact us in writing at jaydon@coregrid.site to discuss your concerns
• Provide detailed explanation of why you believe the decision should be reconsidered
• We will review your dispute and provide a final response within 10 business days
• If we cannot reach a resolution, you may pursue mediation or legal action under UK law

12. Changes to This Policy

CoreGrid Media reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Bookings made before policy changes will be governed by the policy in effect at the time of booking.

13. Contact Information

For questions about this Refund Policy or to request a cancellation or refund, please contact us: