Refund Policy

We are committed to delivering exceptional quality and ensuring your complete satisfaction with our services. If you're not happy with the results, we'll work with you to make it right.

Our Promise:

• Unlimited revisions until you're satisfied
• Professional quality guaranteed
• Transparent communication throughout the process
• Fair and reasonable refund policy

Before Work Begins:

• Full refund available if you cancel before we start working on your project
• No questions asked, processed within 5-7 business days

Work in Progress:

• Partial refund available based on work completed
• We'll provide a fair assessment of work done and refund the remaining amount
• Typically 50-75% refund depending on project stage

After Delivery:

• We offer unlimited free revisions within 14 days of delivery
• If we cannot meet your requirements after reasonable attempts, we'll issue a full refund
• Refund requests must be made within 14 days of final delivery
• You must provide specific feedback on what doesn't meet your expectations

No Refund Situations:

• After 14 days from final delivery
• If you've already used the retouched images commercially
• Change of mind after approving final delivery
• Issues caused by poor quality source images (we'll advise upfront if this is a concern)

Digital Downloads:

• Stock photography purchases are non-refundable once the download link has been accessed or the image has been downloaded
• This is due to the digital nature of the product and to protect our intellectual property

Before Download:

• Full refund available if you haven't downloaded the image yet
• Contact us within 24 hours of purchase

Technical Issues:

• If you experience technical issues preventing download, we'll provide a replacement download link
• If the issue cannot be resolved, a full refund will be issued

Wrong Image:

• If you accidentally purchased the wrong image, contact us immediately
• We may offer a one-time exchange or credit at our discretion

Booking Deposits:

• A non-refundable deposit (typically 30-50% of total cost) is required to secure your session date
• This deposit covers scheduling, planning, and preparation time

Cancellations:

• More than 7 days before session: Full refund minus deposit
• 3-7 days before session: 50% refund of remaining balance
• Less than 3 days before session: No refund (deposit and payment forfeited)
• No-show: No refund

Rescheduling:

• One free reschedule allowed with 48+ hours notice
• Additional reschedules may incur a fee
• Subject to photographer availability

Weather/Emergency Cancellations:

• If we cancel due to weather or emergency, full refund or free reschedule
• If you cancel due to emergency, we'll work with you on a case-by-case basis

After Session:

• No refunds after the session has been completed
• We guarantee professional quality and will re-shoot if there are technical issues on our end
• Dissatisfaction with creative direction is not grounds for refund (we'll discuss vision beforehand)

Rush Fee Guarantee:

• If we fail to deliver within the guaranteed rush timeframe, your rush fee will be fully refunded
• The base service fee remains non-refundable
• Rush fee refund is automatic - no request needed

Cancellation of Rush Orders:

• Rush fees are non-refundable once work has begun
• Standard refund policy applies to base service fee

To request a refund, please follow these steps:

1. Contact Us: Email us at welcome@optivio-studio.com or call +1 501-300-1871
2. Provide Details: Include your order number, service type, and reason for refund request
3. Allow Review Time: We'll review your request within 1-2 business days
4. Resolution: We'll either approve the refund, offer alternatives, or discuss the situation with you

Important: Please give us a chance to make things right before requesting a refund. We're committed to your satisfaction and will work hard to resolve any issues.

Processing Time:

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• It may take an additional 3-10 business days for the refund to appear in your account, depending on your bank or card issuer

Partial Refunds:

• In some cases, partial refunds may be granted based on work completed
• We'll provide a clear breakdown of charges and refund amount

Transaction Fees:

• Payment processing fees (typically 2.9% + $0.30) are non-refundable
• These fees are charged by payment processors and are beyond our control

Please Contact Us First:

If you have an issue with your order, please contact us directly before initiating a chargeback with your bank or credit card company. We're committed to resolving issues fairly and quickly.

Chargeback Consequences:

• Chargebacks filed without first contacting us may result in account suspension
• We reserve the right to dispute illegitimate chargebacks
• Chargeback fees may be passed on to customers who file fraudulent disputes

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

This policy does not affect your statutory rights as a consumer.