Last updated: 29 November 2025

1. Overview

This Refund & Cancellation Policy explains how refunds, deposits, cancellations, rescheduling and membership billing work for all services provided by LensTwist Photography (“LensTwist”, “we”, “us”, “our”).

This policy applies to:

One-off photography sessions (Silver, Gold, Platinum)
Monthly membership subscriptions
Deposits and balances
Booking cancellations
Rescheduling requests
No-shows
Weather-related changes
Refund eligibility
Emergency situations

By booking a session, subscribing to a membership or using the Website, you agree to the terms outlined in this policy.

1.1 Purpose of This Policy

This policy is designed to:

Provide transparency
Avoid misunderstandings
Set clear expectations
Protect both clients and the photographer
Ensure fair and consistent treatment
Explain legal requirements under UK consumer law

1.2 What This Policy Covers

This Refund & Cancellation Policy includes:

Deposit rules
Refund eligibility for each package
Cancellation timeframes
Rescheduling rules
Weather policy
Photographer-initiated cancellations
No-show consequences
Monthly membership billing rules
Non-refundable services

Each section explains the exact conditions so that clients know what to expect before booking.

1.3 Important Distinction: One-Off Bookings vs Membership Subscriptions

LensTwist offers:

(A) One-Off Photography Sessions (Silver, Gold, Platinum)

These sessions may require deposits and have specific cancellation rules.

(B) Monthly Membership Subscriptions (Gold Monthly & Platinum Monthly)

These are recurring monthly payments with no deposit, because the billing is automatic.

This policy clearly separates the rules for each type.

1.4 UK Consumer Law Compliance

LensTwist operates in full compliance with:

UK Consumer Rights Act 2015
UK Consumer Contracts Regulations
UK GDPR (for data handling)
Relevant photography industry standards

Because photography is a time-based, custom creative service, refunds are different from product-based businesses.

1.5 Contact for Refunds & Cancellations

All refund or cancellation requests must be submitted in writing to: info@lenstwist.com

Requests submitted through social media (Instagram, Facebook, TikTok) are NOT considered valid.

1.6 Last Updated

This Refund & Cancellation Policy may be updated when necessary.

The most recent version will always be posted on this page with a revised “Last updated” date.

2. One-Off Session Packages (Silver, Gold, Platinum)

This section covers all refund, deposit, cancellation and rescheduling rules for one-off photography sessions:

Silver Session
Gold Session
Platinum Session

Each package has different payment and refund rules, clearly outlined below.

2.1 Silver Session – One-Off (No Deposit Required)

Payment Structure

No deposit required
Full payment is made on or before the session day
Payment is non-refundable once the session begins

Cancellation by Client

More than 48 hours before the session:

✔ Free cancellation

✔ No fees (because no deposit was taken)
Less than 48 hours before the session:

✔ No deposit was taken, so no refund applies

✔ But future bookings may require a deposit

Rescheduling by Client

More than 48 hours before the session:

✔ Free rescheduling
Less than 48 hours before:

✔ Allowed once for free

✔ Additional last-minute changes may require a deposit for the new date

No-Show

If the client does not attend the session and provides no notice:

Future bookings may require a 30% deposit
No refund applies to payments already made on the day

2.2 Gold Session – One-Off (30% Deposit Required)

Payment Structure

30% non-refundable deposit required at booking
Remaining balance is due on the session day

Cancellation by Client

More than 72 hours before the session:

✔ Booking is cancelled

❌ Deposit is non-refundable
Less than 72 hours before the session:

❌ Deposit is not refunded

❌ Remaining balance may still be charged if the cancellation leaves the slot impossible to rebook

Rescheduling by Client

More than 72 hours before the session:

✔ Free rescheduling

✔ Deposit moves to the new date
Less than 72 hours before the session:

✔ Rescheduling is allowed one time

❌ Deposit does NOT transfer if the client cancels instead of rescheduling

✔ Any second last-minute reschedule may require a new deposit

No-Show

If the client does not attend:

❌ Deposit is lost
❌ Remaining balance may be charged
❌ Future bookings may require 50% upfront

2.3 Platinum Session – One-Off (30% Deposit Required)

Platinum is a high-value session and follows stricter rules to protect the booking slot.

Payment Structure

30% non-refundable deposit required at booking
Remaining balance paid on the session day

Cancellation by Client

More than 5 days before the session:

✔ Session cancelled

❌ Deposit not refunded
Less than 5 days before the session:

❌ Deposit kept

❌ Remaining balance may still be charged (case by case depending on time lost)

Rescheduling by Client

More than 5 days before:

✔ Free rescheduling

✔ Deposit moves to the new date
Less than 5 days before:

✔ One reschedule allowed

❌ Deposit does NOT move if the client cancels the rescheduled session

✔ A second late change requires a new deposit

No-Show

If the client does not arrive or arrives too late to conduct the session:

❌ Deposit is lost
❌ Remaining balance may be charged
❌ All future bookings require a deposit

2.4 Why Deposits Are Non-Refundable

Deposits cover:

Time reserved exclusively for the client
Planning and preparation
Lost availability (cannot rebook the time slot)
Travel preparation
Business operational costs

Deposits are standard practice in UK photography and are allowed under UK consumer law because the service is time-based and personalised.

2.5 Confirmation of Booking

A one-off session is not confirmed until:

Deposit (if required) is successfully paid
The client receives a confirmation email
The session appears in the booking calendar

Any unpaid bookings may be cancelled automatically.

2.6 Balance Payments

Remaining balances must be paid:

On the session day
Before the session begins
Using accepted payment methods (listed on the Website)

Failure to pay the balance may result in immediate cancellation with loss of deposit.

3. Monthly Membership Subscriptions (Gold Monthly & Platinum Monthly)

Monthly memberships (Gold Monthly and Platinum Monthly) operate as recurring subscription services with automatic monthly billing.

These memberships do not require deposits, because the client is billed every month until the subscription is cancelled.

This section explains how billing, cancellations, rescheduling and membership usage work.

3.1 Membership Billing Cycle

✔ Automatic Monthly Payments

Membership fees are charged automatically every month using the payment method set up at registration.

✔ Billing Date

The billing date is the day you purchased the membership.

Example:

If you join on the 12th, you will be billed again every month on the 12th.

✔ Payment Methods

Accepted methods include:

Debit/Credit Cards
Apple Pay
Google Pay
PayPal
Klarna (Pay Later)
Clearpay

(Depending on platform availability)

✔ No Deposits

Memberships do not require deposits because they operate on recurring billing.

3.2 What Memberships Include

Gold Monthly Includes:

1 premium photo session per month
25 edited images
Priority booking
Flexible rescheduling
Full retouching
High-quality delivery

Platinum Monthly Includes:

1 extended 4-hour session per month
40+ edited images
Creative planning
Priority & early access to booking times
Premium high-end results
Flexible rescheduling

3.3 Missed Sessions (Important)

✔ Monthly sessions do not roll over automatically

Each month includes one session, which must be used within that billing cycle.

If the client misses or forgets the session:

❌ The unused session cannot be refunded
❌ It cannot be carried into the next month (unless LensTwist agrees case-by-case)
✔ You can book anytime within your billing month

✔ Exception (case-by-case):

If a client contacts LensTwist before the month ends and has a valid reason (illness, emergency), the session may be moved to the next cycle at the photographer’s discretion.

3.4 Cancelling a Membership

Clients can cancel membership at any time.

✔ Immediate Cancellation

The membership stops at the end of the current billing cycle.

❌ No partial refunds

If you cancel halfway through a month:

You keep access until the billing cycle ends
You cannot receive a refund for unused time

✔ How to Cancel

Clients must cancel through the Website or contact: info@lenstwist.com

Messages on social media are not considered valid cancellation requests.

3.5 Failed Payments

If a payment fails:

The system will retry automatically
You will receive a notification
Your membership may become “paused”
Future sessions cannot be booked until payment is cleared

If the payment is not resolved within 7 days, LensTwist may:

Pause the membership
Cancel future sessions
Request updated payment details

3.6 Rescheduling a Membership Session

Membership sessions can be rescheduled with flexibility:

✔ 24+ hours notice

Free reschedule.

✔ Last-minute changes

Allowed once per cycle, but not guaranteed during busy periods.

❌ No-shows

A missed session counts as used for that month.

3.7 Pausing a Membership

Pauses are not automatically included in standard membership rules.

However, LensTwist may allow a pause case-by-case for:

Medical reasons
Travel
Personal emergencies
Family matters

Pausing must be requested by email.

3.8 Refunds for Membership Payments

Membership payments are non-refundable, because:

Sessions are offered monthly
You get booking priority
Membership benefits are active immediately
It is a subscription service under UK consumer rules

Refunds are only possible if:

LensTwist cancels the service entirely
A technical billing error occurs
A duplicate charge is detected

3.9 Upgrading or Downgrading Membership

Members may request:

Upgrade from Gold → Platinum
Downgrade from Platinum → Gold

Changes take effect on the next billing cycle.

Upgrades may also include:

Paying the difference
Access to higher-tier benefits next session

3.10 Membership Benefits Are Non-Transferable

Membership sessions cannot be:

Given to another person
Sold
Transferred
Split between multiple clients

All sessions must be used by the member who purchased the subscription.

3.11 Termination by LensTwist

LensTwist may cancel a membership if:

Multiple payments fail
Abusive or unsafe behaviour occurs
Repeated no-shows
Fraudulent activity
Violation of Terms & Conditions

In such cases:

No further sessions will be provided
No refunds apply for the remaining billing cycle

3.12 What Happens After Membership Ends

When a membership is cancelled:

Payments stop
Membership benefits end
Priority access is removed
Any unused sessions expire
Access to loyalty points remains (if account stays active)

4. Deposits & Payment Rules

This section explains how payments, deposits, balances and billing operate for all LensTwist services.

It covers one-off sessions, monthly memberships, payment methods, and non-refundable charges.

Deposits protect the photographer’s time, preparation work and scheduling availability, while payment rules ensure fairness and reliability for both parties.

4.1 Deposit Requirements

Different services have different deposit rules:

Silver Session (One-Off)

❌ No deposit required
Full payment on or before the session day

Gold Session (One-Off)

✔ 30% deposit required
Deposit is non-refundable
Remaining balance paid on the session day

Platinum Session (One-Off)

✔ 30% deposit required
Deposit is non-refundable
Remaining balance paid on the session day

Monthly Memberships (Gold Monthly & Platinum Monthly)

❌ No deposit required
✔ Automatic monthly billing instead

Deposits are charged at the moment of booking, and the session is not secured until payment is received.

4.2 Why Deposits Are Non-Refundable

Deposits cover:

Time reserved exclusively for the client
Loss of availability (slot cannot be rebooked)
Planning and preparation
Travel preparation
Pre-session communication
Business operational and scheduling costs

Deposits are standard practice in the UK photography industry and permitted under UK Consumer Contracts Regulations.

4.3 Payments for Balances

For sessions that require a balance:

Payment is due on the day of the session
Payment must be completed before the session starts
If the client arrives without paying, the session may be cancelled

Failure to pay the balance:

May result in cancellation with loss of deposit
May restrict future bookings

4.4 Accepted Payment Methods

LensTwist accepts secure payments through:

Credit/Debit Cards
Apple Pay
Google Pay
PayPal
Klarna (Pay Later)
Clearpay
Other payment providers supported by Wix Payments

Availability depends on the platform at the time of booking.

4.5 Automatic Payments (Subscriptions Only)

Subscriptions are billed automatically:

On the same day every month
Using the card or payment method on file
Until cancellation by the client

If a subscription payment fails:

The system retries automatically
The member must update their payment method
Sessions cannot be booked until payment is successful

4.6 Payment Confirmation

Clients receive confirmation by:

Email
Booking system notification
Transaction receipt (from the payment provider)

A session is not confirmed without a successful payment.

4.7 Refund Eligibility

Refunds apply strictly under:

Duplicate charges
Technical payment errors
Photographer-initiated cancellations
Legally required situations

Refunds do not apply to:

Deposits
Missed sessions
Late cancellations
Unused membership sessions
Partially used monthly cycles

4.8 Chargebacks & Payment Disputes

Unauthorised chargebacks will be treated as payment fraud.

LensTwist may:

Provide evidence to the payment provider
Block future bookings
Use recovery processes to recoup losses
Charge administrative fees where applicable

Clients are encouraged to contact LensTwist first before initiating any dispute.

4.9 Non-Payment Situations

If a client fails to pay:

One-off sessions may be cancelled
Deposits will not be refunded
No images will be delivered
Loyalty points will not be applied
Future bookings may require larger deposits or full upfront payment

4.10 Receipts & Invoices

Upon request, clients may receive:

Digital receipts
Invoices for business expenses
Payment confirmation emails

LensTwist can provide documentation for HMRC purposes upon request.

5. Cancellations by the Client

Clients may cancel their bookings or memberships, but different rules apply depending on the service type.

This section explains cancellation timeframes, refund eligibility, deposit rules and what happens when a session is cancelled.

5.1 Cancelling One-Off Sessions (Silver, Gold, Platinum)

Cancellation rules vary based on the package selected:

(A) Silver Session – No Deposit Required

✔ More than 48 hours before the session

Free cancellation
No fees
No deposit involved

✔ Less than 48 hours before the session

No refund applicable (no deposit was taken)
Future bookings may require a deposit

✔ No-Show

Payment made on the day is non-refundable
Future bookings may require a deposit

(B) Gold Session – 30% Deposit Required

✔ More than 72 hours before the session

Booking is cancelled
❌ Deposit is non-refundable (always)
No additional charges

✔ Less than 72 hours before the session

❌ Deposit is lost
❌ Remaining balance may still be charged if the slot cannot be resold

✔ No-Show

❌ Deposit is lost
❌ Remaining balance may be charged at the photographer’s discretion
Future bookings may require 50% upfront

(C) Platinum Session – 30% Deposit Required

Platinum is a premium extended session and follows stricter rules.

✔ More than 5 days before the session

Cancellation accepted
❌ Deposit is non-refundable

✔ Less than 5 days before the session

❌ Deposit lost
❌ Remaining balance may be charged if the cancellation leads to unrecoverable time loss

✔ No-Show

❌ Deposit lost
❌ Remaining balance may be charged
All future bookings require a deposit

5.2 Cancelling a Monthly Membership

Memberships (Gold Monthly & Platinum Monthly) operate on recurring monthly billing, and cancellation follows these rules:

✔ Clients may cancel anytime

Cancellation stops the next billing cycle.

❌ No refunds for the current month

If you cancel mid-month:

Membership stays active until the end of your paid period
You cannot receive a partial refund
Unused sessions for the current month are forfeited

✔ How to cancel

Cancellations must be sent to: info@lenstwist.com

Messages on social media do not count as valid cancellation requests.

5.3 What Happens After Cancellation

Once a session or membership is cancelled:

The time slot becomes available for others
Deposit (if applicable) is retained
Outstanding balances may still apply (case-by-case)
Membership benefits end after the paid month
Unused monthly sessions cannot be rolled over

5.4 Repeated Cancellations or Last-Minute Cancellations

If a client repeatedly cancels last minute:

LensTwist may enforce:

Mandatory deposits for all future bookings
Higher upfront deposits
Refusal of future bookings (in extreme cases)

This ensures availability for reliable clients.

5.5 Emergency Cancellations

LensTwist understands that emergencies happen.

Valid emergencies may include:

Sudden illness
Family emergencies
Accidents
Unforeseen urgent circumstances

In such cases:

Rescheduling may be offered without penalty
Deposit may be transferred once (case-by-case)
Proof may be requested for fairness

This is handled with understanding, but must be communicated as soon as possible.

5.6 How to Submit a Cancellation Request

All cancellation requests must be made in writing, including:

Full name
Session or membership type
Date and time of the booking
Reason for cancellation (optional)

Send to: info@lenstwist.com

Cancellations are not accepted via:

Instagram DMs
Facebook messages
TikTok messages
Verbal statements

Email ensures a verifiable record for both sides.

6. Rescheduling by the Client

Clients may request to reschedule their session, but different rules apply depending on the type of booking.

This section explains the time limits, transfer of deposits, and what happens when rescheduling is done too late or too often.

6.1 Rescheduling Silver Session (No Deposit Required)

✔ More than 48 hours before the session

Free reschedule
No penalty
Client can choose a new date based on availability

✔ Less than 48 hours before the session

One free reschedule may be offered
Additional last-minute changes may require a deposit for the new date
Availability for urgent changes is not guaranteed

✔ No-show

The session is marked as missed
Future sessions may require a deposit

6.2 Rescheduling Gold Session (30% Deposit Required)

✔ More than 72 hours before the session

Free reschedule
Deposit is transferred to the new date
Must select a date within 90 days (subject to availability)

✔ Less than 72 hours before the session

One late reschedule allowed
Deposit transfers to the new date
Any second late reschedule requires a NEW deposit

❌ If client reschedules and then cancels afterward

Deposit is lost
No refunds

✔ No-show

Deposit is forfeited
Remaining balance may be charged
Future bookings may require 50% upfront

6.3 Rescheduling Platinum Session (30% Deposit Required)

Platinum sessions require more planning and time, therefore the rules are stricter.

✔ More than 5 days before the session

Free reschedule
Deposit transfers to the new date
Must schedule within 90 days

✔ Less than 5 days before the session

One reschedule allowed
Deposit transfers to the new date
Any second late reschedule requires a NEW deposit

❌ If client reschedules and then later cancels

Deposit is lost
Remaining balance may apply if prep time was lost

✔ No-show

Deposit lost
Remaining balance may be charged

6.4 Rescheduling Monthly Membership Sessions

Membership sessions are more flexible, but must be used within the monthly billing cycle.

✔ 24+ hours notice

Free reschedule
No penalties

✔ Less than 24 hours

One late reschedule allowed per month
Additional last-minute changes may not be possible

❌ No-show

The missed session counts as used
Cannot be refunded
Cannot be carried over to the next month

6.5 How to Request Rescheduling

All rescheduling requests must be sent via: info@lenstwist.com

A request must include:

Name
Original session date
Desired new date/time
Membership status (if applicable)

Rescheduling is not accepted through:

Instagram
Facebook
TikTok
SMS or phone calls
Verbal requests

Email provides a clear record and protects both parties.

6.6 Availability for New Dates

Availability for rescheduled dates is not guaranteed, especially:

During busy seasons
On weekends
For sunset shoots
For limited premium slots (Platinum sessions)

LensTwist will offer the best possible alternative dates.

6.7 Repeated Rescheduling

If a client repeatedly reschedules:

Additional deposits may be required
Priority booking may be removed
Membership flexibility may be limited
Bookings may be refused in extreme cases

This ensures fairness to other clients and scheduling stability.

7. Cancellations by LensTwist

Although cancellations by LensTwist are extremely rare, unforeseen circumstances can occasionally occur.

This section explains when LensTwist may cancel a session or membership, how refunds are handled, and what clients can expect.

LensTwist always aims to minimise inconvenience and provide fair, professional solutions.

7.1 Reasons We May Cancel a Session

LensTwist may cancel or reschedule a session for the following reasons:

✔ Severe weather conditions

Heavy rain
Storms
Extreme heat or cold
Unsafe lighting or environment
Hazardous outdoor conditions

✔ Photographer illness or emergency

Sudden illness
Medical emergencies
Family emergencies

✔ Equipment failure

Critical camera or lighting malfunction that cannot be repaired in time

✔ Unsafe or unsuitable location

Unsafe public areas
Restricted spaces
Location access lost or changed
Unexpected crowding or hazards

✔ Unforeseen circumstances

Examples:

Road closures
Venue cancellations
Travel disruptions
Emergency warnings

LensTwist prioritises safety and quality at all times.

7.2 What Happens if LensTwist Cancels

✔ Clients are offered a free reschedule

No penalties, no additional charges.

✔ If rescheduling is not possible

Clients may choose between:

Full refund of the deposit and any payments, or
Full credit towards a future session

✔ Membership sessions

If a monthly membership shoot is cancelled by LensTwist, the client will:

Receive a replacement session
Have their cycle extended if needed
Never lose their monthly benefit

LensTwist ensures membership clients are fully protected.

7.3 Cancellation With Advance Notice

When possible, LensTwist will provide:

As much notice as possible
Alternative dates
Clear communication

Clients will not lose deposits or session value when cancellations are initiated by LensTwist.

7.4 Cancellation Last Minute (Rare)

In rare cases, last-minute cancellation may happen due to:

Sudden illness
Emergency events
Serious weather changes
Equipment failure on location

If this occurs:

✔ The session will be rescheduled ASAP

or

✔ A full refund will be offered

Clients are never penalised when the cancellation is from LensTwist.

7.5 Partial Session Disruption

If a session must be stopped mid-way due to circumstances beyond our control:

Examples:

Sudden weather change
Unexpected unsafe conditions
Severe equipment failure

LensTwist will:

Continue the session at the earliest time possible

or
Offer a partial refund

or
Apply a credit for a future session

Solutions depend on the amount of work already completed.

7.6 Membership Cancellations by LensTwist

LensTwist may cancel or pause a membership if:

Repeated failed payments
Fraudulent activity
Abusive behaviour toward staff
Safety concerns
Violation of Terms & Conditions
Misuse of membership attendance
Inappropriate conduct during sessions

In such cases:

✔ No refunds for the current billing cycle

✔ Future billing stops

✔ No further sessions will be provided

7.7 Photography Style, Creative Decisions & Edits

LensTwist does not cancel sessions based on:

Client preference changes
Style disagreements
Editing expectations
Differences in aesthetic taste

Photography is a creative service; artistic direction does not justify cancellation by either party once the session begins.

7.8 Extreme Circumstances (Force Majeure)

If an event outside anyone’s control occurs:

Natural disasters
War or conflict
Major national emergencies
Government restrictions

LensTwist may cancel or postpone sessions.

In such cases:

✔ Free reschedule

or

✔ Full credit

Refunds depend on legal and operational limitations at the time, but clients will always receive fair treatment.

8. No-Shows

A no-show occurs when a client does not attend their session, arrives too late for the session to take place, or fails to respond to communication on the day of the shoot — without providing notice.

No-shows cause a full loss of session time, create scheduling conflicts and prevent other clients from booking that slot.

For this reason, no-show policies are firm and non-negotiable.

8.1 What Counts as a No-Show

A client is considered a no-show when:

They do not arrive for the session
They arrive more than 20–30 minutes late (depending on session length)
They cannot be contacted on the session day
They cancel last-minute without prior notice
They repeatedly delay or refuse to start the session
They are unprepared to begin and cause excessive delays

8.2 Silver Session – No-Show Policy

No deposit applies (Silver has no deposit)
Any payment made on the day is non-refundable
The missed session cannot be rescheduled
Future bookings may require a mandatory deposit

Because the slot is fully wasted, LensTwist reserves the right to refuse future Silver bookings from repeated no-shows.

8.3 Gold Session – No-Show Policy

Gold sessions require a 30% deposit, which is always:

❌ Non-refundable
❌ Lost in case of no-show

Additional rules:

Remaining balance may still be charged
A no-show removes eligibility for free rescheduling
Future bookings may require 50% upfront payment

8.4 Platinum Session – No-Show Policy

Platinum is a high-value, extended session.

A no-show means:

❌ Deposit is lost
❌ Remaining balance may be charged
❌ No reschedule offered
Future bookings require 50% to 100% upfront, based on history

The photographer invests significant prep time into Platinum sessions — therefore the policy is strict.

8.5 Membership Sessions – No-Show Policy

Membership sessions must be used within the monthly billing cycle.

For Gold Monthly and Platinum Monthly:

❌ Missing a membership session counts as “used”

No refunds.

No rollovers.

No credit to the next month.

✔ One exception

If the client notifies LensTwist before the session time and has a valid reason (illness, emergency), the session may be rescheduled — only once per month.

Repeated monthly no-shows may result in:

Membership pause restrictions
Loss of priority booking
Termination of membership

8.6 Late Arrivals

Arriving significantly late reduces or eliminates shooting time.

✔ Less than 10 minutes late

Session continues normally.

✔ 10–20 minutes late

Session continues with reduced time.

❌ More than 20–30 minutes late

Session may be considered a no-show.

❌ For Platinum sessions

Due to the extended nature of the shoot, arriving 40+ minutes late may classify as a no-show.

8.7 Lack of Communication

If LensTwist attempts to contact the client on the session day and the client:

Does not answer
Turns off their phone
Does not reply within a reasonable time
Fails to communicate meeting point or timing

…it will be treated as a no-show.

8.8 Repeated No-Shows

Clients with multiple no-shows may:

Lose the ability to book evening/weekend slots
Be required to pay 50–100% upfront
Be refused future sessions
Lose access to membership benefits (if subscribed)

This ensures reliability for other clients and fair scheduling.

8.9 No-Show for Rescheduled Sessions

If the client reschedules a session and then fails to show up:

Silver: future bookings require deposits
Gold: original deposit is lost + new deposit may be required
Platinum: deposit lost + future bookings require 50–100% upfront
Memberships: session is lost for the month

8.10 What To Do If You Cannot Attend

LensTwist understands life happens.

If you cannot attend, email as soon as possible: info@lenstwist.com

Even short notice is better than no notice.

Communication increases flexibility and fairness.

9. Weather Policy

Weather conditions can significantly affect photography sessions, especially outdoor shoots.

LensTwist Photography monitors weather closely to ensure safety, comfort, and high-quality results.

This section explains how weather-related cancellations, delays, and rescheduling are handled.

9.1 When Weather Affects a Session

Weather-related adjustments may occur when conditions make a photoshoot:

Unsafe
Impossible
Low-quality
Extremely uncomfortable
Risky for equipment
Visually unsuitable

Examples include:

Heavy rain
Storms or lightning
High winds
Thick fog
Extreme temperatures (too hot or too cold)
Flooding
Snow/ice making travel unsafe
Sudden drastic weather changes

9.2 Decisions Made by LensTwist

The photographer has the final decision regarding weather safety and quality.

LensTwist may cancel or reschedule if:

Conditions will ruin the session
Equipment is at risk
Client safety is uncertain
The location becomes unusable
Light quality becomes too poor

These decisions are made with professionalism and client results in mind.

9.3 Rescheduling Due to Weather (Photographer Decision)

If LensTwist determines the weather is unsuitable:

✔ Free reschedule

No extra charges
Deposit is transferred
Client may choose a new date
Priority is given for weather-affected clients

✔ No penalty for last-minute changes

Weather is unpredictable — clients are not responsible.

✔ Refund option

If the client does not want to reschedule, a full refund of deposit and any payment is provided.

9.4 Client-Initiated Weather Concerns

If the client requests to reschedule due to weather concerns:

✔ If LensTwist agrees the weather is unsafe

Treated as a normal weather cancellation
Deposit transfers
No penalty

❌ If the weather is acceptable for shooting

(but the client prefers not to proceed)

The session follows general cancellation rules:

Silver → free cancellation if >48h
Gold → deposit is non-refundable
Platinum → deposit is non-refundable
Membership → session must be used within billing month

9.5 Light Rain or Mild Weather Conditions

Light rain, cloudy skies, and mild cold/warm weather do not automatically require rescheduling.

These conditions can produce excellent photos.

LensTwist may continue the session if:

Equipment is safe
Conditions allow good-quality images
The location remains practical

9.6 Indoor or Alternative Location Option

If weather disrupts the original plan, LensTwist may offer:

A covered location
An indoor location (if available)
A sheltered area
Creative alternatives

This allows the session to continue on schedule without compromising results.

9.7 Sudden Weather Change During the Session

If the weather becomes unsuitable during the shoot:

The session may be paused
A temporary break may be taken
If unsafe, the session will be stopped

LensTwist will then:

✔ Continue the session at a later time

or

✔ Offer a partial refund

or

✔ Provide a future credit

Depending on how much of the session was completed.

9.8 Extreme Weather (Force Majeure)

If severe, unexpected weather makes travel or outdoor photography impossible:

Examples:

Snowstorms
Extreme heat warnings
Heavy thunderstorms
Flooding
Government travel advisories

LensTwist will:

Cancel the session
Offer a free reschedule
Offer full credit or refund

Safety always comes first.

9.9 Membership Sessions & Weather

Membership clients benefit from flexibility even with weather changes.

If weather disrupts a membership session:

A replacement date will be arranged
The monthly session will not be lost
The replacement will occur within the cycle when possible
If needed, the cycle may be extended

Membership clients never lose their session due to weather.

10. Refund Eligibility

Refunds at LensTwist Photography depend on the type of service, the time of cancellation, and whether the session has already started or been delivered.

This section explains exactly when refunds are possible and when they are not, to ensure full transparency.

10.1 When Clients Are Eligible for a Refund

Refunds may be issued only under the following circumstances:

✔ 1. Photographer Cancellation

If LensTwist cancels the session (Section 7):

Full refund of deposit
Full refund of any payments
Or full credit if the client prefers

✔ 2. Technical Payment Error

If the payment system (Stripe, Klarna, PayPal, etc.) creates:

Duplicate payments
Failed but charged transactions
Incorrect billing

Then the affected amount will be refunded in full.

✔ 3. Overpayment or Wrong Package

If a client accidentally pays more than required or chooses the wrong package unintentionally:

The excess amount is refunded
Or applied as credit to the correct service

✔ 4. Refund Requested Before Work Begins (Certain Situations)

For Silver (no deposit):

Refund applies only if advance payment was made and cancellation is more than 48h before the session.

For Gold & Platinum:

Only remaining balance (if pre-paid) may be refunded
The 30% deposit is never refunded

✔ 5. Refund Requested Before Membership Billing Date

If you contact LensTwist before your next monthly payment:

The next charge can be cancelled
The current cycle remains active
No partial refund applies for the current month

10.2 When Refunds Are NOT Provided

Refunds are not available under the following circumstances:

❌ 1. Deposits for Gold or Platinum Sessions

All deposits (30%) are strictly non-refundable, regardless of reason, including:

Change of mind
Scheduling conflict
Personal issues
Weather that is acceptable for shooting
Last-minute cancellations
No-shows

This protects the photographer’s reserved time.

❌ 2. Missed or Forgotten Membership Sessions

Membership monthly sessions:

Do not roll over
Are not refundable
Are not credited
Cannot be replaced if missed without notice

❌ 3. No-Shows

Clients who fail to attend the session without communication:

Lose all payments made
Lose the deposit (if applicable)
Lose the session (memberships)

❌ 4. Same-Day Cancellations

Sessions cancelled on the day of the shoot:

Silver → no refund for same-day payments
Gold → deposit lost
Platinum → deposit lost
Membership → session lost

❌ 5. After Work Has Started

Once the session begins:

No refunds will be issued
Time, preparation, travel and service have been delivered

❌ 6. Client Unpreparedness

Refunds are not available if:

Client arrives significantly late
Client forgets outfits or props
Children or participants refuse photos
Location becomes unsuitable due to client choices
Client requests creative changes after shooting

❌ 7. Creative Preference or Editing Style

Photography is an artistic service.

Refunds are not provided if:

Client changes their preferred editing style
Client dislikes artistic choices after delivery
Client requests a style outside the original portfolio

LensTwist delivers high-quality images consistent with portfolio standards.

10.3 Partial Refunds (Rare Cases)

Partial refunds may be provided only if:

The session was interrupted by external factors
Only a portion of the work was completed
The photographer determines that the client did not receive the full value

Example:

Sudden weather interruption mid-shoot
Location closes unexpectedly
Unforeseen safety risks

Final decisions are made case-by-case, always aiming for fairness.

10.4 Refund Method

Approved refunds will be:

Returned to the original payment method
Processed through Stripe, Klarna, PayPal, Clearpay, or bank systems
Issued within 5–10 business days (depending on the provider)

LensTwist cannot speed up card processing times.

10.5 Refund Requests Must Be in Writing

All requests must be sent to: info@lenstwist.com

Messages via Instagram, Facebook, TikTok or phone are not accepted as formal refund requests.

This protects both the client and the photographer by keeping a written record.

11. Additional Non-Refundable Situations

In addition to the cancellation and no-show rules already stated, the following situations are strictly non-refundable.

These rules provide clarity, protect the photographer’s time, and ensure fairness for all clients.

Refunds will not be issued in any of the cases listed below.

11.1 Late Arrivals

Refunds are not available if:

The client arrives late
The session time becomes too short
The shoot cannot be completed due to the client’s delay
Light conditions are lost because of lateness

Late arrival is treated as client responsibility.

11.2 Incorrect or Incomplete Information Provided

Refunds will not be issued when:

Client enters wrong contact details
Client chooses the wrong package
Client books the wrong date or time
Client fails to read session instructions
Client sends incorrect location or meeting point

Clients are responsible for reviewing their booking details carefully.

11.3 Uncooperative Participants

Sessions involving children, pets, or large groups may face challenges.

Refunds are not available if:

Children refuse to participate
Family members are distracted or uncooperative
Participants do not listen to instructions
Group arrives divided or unprepared
Pets cannot be managed safely

LensTwist will work with patience and professionalism, but cannot control behaviour.

11.4 Unsuitable Clothing or Preparation

Refunds will not be issued if the session is negatively affected by:

Incorrect clothing choices
Clothes that wrinkle, stain or clash
Failure to prepare makeup or hair
Mismatched outfits
Missing props agreed in advance
Client forgets needed items

Clients are advised to follow recommended preparation guidelines.

11.5 Editing and Retouching Preferences

Photography is a creative service.

LensTwist edits and retouches images following a consistent professional style.

Refunds are not issued for:

Disliking the editing style
Changing creative preferences after the shoot
Asking for a different colour tone or aesthetic
Requesting major changes outside the package
Expecting a style not shown in the portfolio

Additional retouching may be offered as a paid add-on.

11.6 Third-Party Influences or Interruptions

Refunds are not given for issues caused by:

Crowded locations
Bystanders in the background
Public events
Noise, weather changes, or distractions
Location restrictions
Lost parking availability

These factors are outside the photographer’s control.

11.7 Client Equipment or Technology Issues

Refunds will not be given for:

Client’s phone failing to download images
Poor internet connection
Problems with social media uploads
Lost gallery passwords
Full device storage
Client not checking email for gallery link

LensTwist ensures proper delivery; client is responsible for personal devices.

11.8 Session Interruptions Caused by the Client

Refunds are not provided when the session is disrupted by:

Arguments between participants
Client leaving early
Long breaks during the session
Delays caused by outfit changes
Time lost due to smoking or eating breaks
Participants arriving at different times

Session time begins at the scheduled start time, not arrival time.

11.9 Photo Selection Disagreements

Refunds will not be issued for:

Disagreement on which photos were chosen
Asking for more edited images beyond the package
Wanting replacements for approved selections

Clients may purchase extra edited images if desired.

11.10 Delivery Time Expectations

Refunds are not applicable if:

Client expected faster delivery than advertised
Client misunderstood turnaround time
Client requested urgent delivery without add-on fees

LensTwist always provides realistic and professional delivery timelines.

11.11 Client Requests After Final Delivery

After the gallery is delivered:

No refunds are given
Additional changes may incur extra fees
RAW files are not provided
Colour or retouching changes follow the editing policy

The service is considered fulfilled once final images are delivered.

12. How to Request a Refund

Refund requests must follow a clear and documented process to ensure fairness and transparency for both the client and LensTwist.

Requests must be submitted in writing and must include enough information to verify identity and booking details.

Refunds are considered only under the conditions outlined in Sections 10 and 11.

12.1 Refund Requests Must Be in Writing

All refund requests must be sent to: info@lenstwist.com

Requests submitted through:

Instagram
Facebook
TikTok
SMS
Phone calls
Verbal messages

…will not be accepted as formal refund requests.

Written email requests provide an official record for both the client and the photographer.

12.2 Information You Must Include

To process a refund, the following details must be included in the email:

Full name
Email used when booking
Date and type of session/membership
Reason for the refund request
Transaction reference (if available)
Any supporting evidence (optional)

Incomplete requests may delay processing.

12.3 Verification of Identity

For security reasons, LensTwist may require:

Confirmation of email
Confirmation of last digits of payment method
Proof of booking

This prevents unauthorised refund attempts.

12.4 Response Time

LensTwist will acknowledge the request within:

2–5 business days

And will issue a decision within:

Up to 14 business days, depending on the complexity

Refunds approved will be processed within:

5–10 business days (processing time depends on Stripe, PayPal, Klarna, Clearpay, etc.)

12.5 Refund Method

Refunds are always returned to the original payment method used at checkout.

For example:

Card payments → refunded to the same card
Klarna/Clearpay → processed through their systems
PayPal → refunded to the PayPal account
Apple Pay/Google Pay → refunded through the respective wallet

LensTwist cannot redirect refunds to another card or bank account.

12.6 Refund Denials

Refund requests will be declined when:

The reason does not qualify under the policy
Deposit is being requested back (non-refundable)
No-show occurred
Membership session was missed
Session was cancelled outside refundable timeframes
Client simply changed their mind
Personal circumstances unrelated to the service
Creative preferences differ after delivery

A clear explanation will be provided in the response.

12.7 Additional Documentation (If Needed)

LensTwist may request:

Screenshots of payment issues
Evidence of duplicate charges
Proof of medical emergencies (only in complex cases)
Booking confirmation screenshots

This is done only to ensure fairness and prevent fraud.

12.8 Professional and Fair Resolution

LensTwist always aims for:

Professionalism
Clear communication
Fair treatment
Transparency

Even when refunds are not possible, alternative solutions may be offered (reschedule, credit, partial refund) depending on the situation.

13. Chargebacks

A chargeback occurs when a client disputes a payment directly with their bank or payment provider (e.g., Visa, Mastercard, PayPal, Klarna, Clearpay).

While chargebacks are sometimes valid for fraud or billing errors, they can also be abused.

This section explains how LensTwist handles chargebacks, what qualifies as legitimate, and the consequences of false or unjustified disputes.

13.1 Always Contact LensTwist First

Clients agree to contact LensTwist before initiating a chargeback.

Most payment issues can be resolved quickly, including:

Duplicate charges
Payment errors
Wrong amount
Mistaken package
Technical issues

Contact us at: info@lenstwist.com

Unresolved chargebacks can cause delays, penalties, and unnecessary complications.

13.2 Legitimate Chargebacks

Valid chargebacks include:

Card used without authorisation
Bank processing errors
Duplicate payment
Payment taken after cancellation (rare)

In these cases:

LensTwist will fully cooperate with the bank
Proof will be provided
Refund issued if the chargeback is confirmed as legitimate

13.3 Invalid or Fraudulent Chargebacks

A chargeback is considered invalid or fraudulent if:

The client attempts to reverse a legitimate booking
The client was unhappy with style preferences
The session was already completed
The client received the photos
The client missed their session (no-show)
The deposit was non-refundable by policy
Client ignored refund/cancellation rules
The chargeback is used to avoid paying the balance
The client requested a refund after work was delivered
The client did not follow the proper refund procedure
The client tries to avoid membership billing
The client cancels a subscription after payment has processed

Submitting a false chargeback is a violation of banking rules and may be considered fraud.

13.4 How LensTwist Responds to Invalid Chargebacks

If a chargeback is opened without valid grounds:

LensTwist will respond by submitting:

Signed Terms & Conditions proof
Refund & Cancellation Policy
Booking confirmation
Email communication history
Screenshots of session attendance
Screenshot proof of delivered photos
Payment receipts
Gallery access logs
Deposit agreement details

The bank will review all evidence.

13.5 Outcome of Invalid Chargebacks

If the dispute is ruled in favour of LensTwist:

The bank restores the payment
Client may be charged additional bank fees
Future bookings may require full upfront payment
Memberships may be terminated
LensTwist may refuse future bookings

Repeated chargeback abuse will result in:

Permanent blacklisting
Legal action (if necessary)
Debt recovery involvement

13.6 Fees for Chargeback Handling

Banks sometimes charge fees when a dispute is opened.

If the dispute is invalid, LensTwist may charge the client to cover:

Administrative time
Evidence preparation
Processing costs
Legal or platform fees

This is permitted under UK business protection rules.

13.7 Membership-Specific Chargebacks

For monthly subscriptions:

Payments are non-refundable
Chargebacks cannot be used to avoid membership fees
Cancelled memberships remain active until end of paid month
Opening a chargeback may result in immediate cancellation and blacklisting

13.8 Preventing Chargebacks

Clients can help avoid disputes by:

Reading the booking details
Fully understanding deposit rules
Knowing membership billing dates
Communicating before the shoot
Requesting refunds properly via email
Contacting LensTwist before opening disputes

LensTwist always aims to resolve issues amicably before any escalation.

14. Delivery of Final Images

This section explains how LensTwist delivers edited images, how long galleries remain available, what formats are provided, and important client responsibilities once delivery is completed.

The goal is to ensure smooth, secure and professional delivery of all final work.

14.1 Delivery Method

Final edited images are delivered through:

Private online gallery
Unique secure link
Optional password protection (when enabled)

Clients can:

View images
Download in high resolution
Download in social media resolution
Share the gallery link with family or friends (at their own responsibility)

RAW files are not provided under any circumstances.

14.2 Delivery Timeline

Typical delivery times:

Standard sessions: 7–21 days
Large or premium sessions (Platinum): up to 28 days
Membership sessions: 7–14 days
Busy seasons (summer/Christmas): slightly longer, depending on workload

LensTwist always aims to deliver as fast as possible without compromising quality.

14.3 Rush Delivery

If clients need images faster than the standard timeframe:

A rush-editing fee may be offered (optional)
Availability depends on schedule
Rush delivery must be arranged before the shoot

14.4 Gallery Availability

Online galleries remain available for:

30 to 90 days, depending on session type and storage limits

After expiration:

The gallery may be removed
Re-uploading may require a small fee
Images are not guaranteed to remain archived

It is the client’s responsibility to download the images before the expiration date.

14.5 Client Responsibility After Delivery

After the gallery link is delivered:

The client is responsible for downloading the images
LensTwist recommends saving copies in at least 2 locations
Lost files after gallery expiration may not be recoverable
The photographer cannot guarantee long-term storage

Clients should:

✔ Save to phone

✔ Save to computer

✔ Back-up to cloud (Google Drive, iCloud, etc.)

14.6 File Format & Quality

Images are delivered in:

High-resolution JPEG (ready for print)
Web/social version (optional)

Clients may request:

Black & white versions (if available)
Extra edited images (additional fee)

RAW files or unedited images are never delivered.

14.7 Image Selection Process

Depending on the package:

LensTwist may provide a selection gallery
The client chooses which images are edited
Or LensTwist may pre-select the best images (for certain packages)

If the client fails to choose images within the required timeframe:

LensTwist may select the best images on their behalf
Delays caused by late selection are not the photographer’s responsibility

14.8 Delivery Confirmation

A session is considered complete once:

The gallery link is sent
The client has access to download images
Editing is finalized per the package

After delivery:

No refunds apply (service has been fulfilled)
Additional edits may incur extra fees
Style changes cannot be requested post-delivery

14.9 Lost Gallery Password or Link

If a client loses access:

LensTwist may resend the link (free)
If the gallery expired, re-uploading may require a fee
Re-upload is not always guaranteed

14.10 Copyright & Usage Rights (Related to Delivery)

Clients receive:

Non-commercial personal usage rights
Permission to print
Permission to post on social media
Permission to share with family/friends

Clients may not:

Sell the images
Edit or re-edit them heavily
Use them for advertisements (unless approved)
Remove photographer’s watermark (if present)

Commercial usage requires separate permission.

14.11 Communication During Delivery Period

LensTwist will:

Provide updates if delays occur
Answer delivery questions via email
Offer guidance for downloading files

Clients are encouraged to check:

Email inbox
Spam/junk folder (gallery emails sometimes land there)

14.12 Redelivery or Rework Requests

If a client believes:

A file is corrupted
A download issue occurred
A technical problem prevents access

LensTwist will re-send files free of charge.

However:

Additional retouching requests
Colour changes
Style changes
Requests outside the package

…may incur an extra cost.

15. Contact for Refunds, Cancellations & Support

All requests regarding refunds, cancellations, rescheduling, payment issues, membership questions or general support must be submitted through the official LensTwist contact channels listed below.

This ensures accurate communication, a proper record of requests, and faster resolution.

15.1 Official Contact Email

All refund, cancellation and rescheduling requests must be sent to: info@lenstwist.com

This is the only valid method for formal requests.

Emails should include:

Full name
Booking date
Package or membership type
Description of the issue
Any relevant screenshots or receipts

Incomplete information may delay processing.

15.2 Response Time

LensTwist aims to respond within:

2–5 business days for general enquiries
Up to 14 business days for refund decisions

During busy periods (summer, holidays), response times may be slightly longer — but all messages are answered.

15.3 Requests Not Accepted Through Social Media

For clarity and professionalism, LensTwist does not process:

Instagram DMs
Facebook messages
TikTok messages
Text messages
Phone calls
Verbal requests

These channels do not provide a secure or traceable record and therefore cannot be used for official refund or cancellation submissions.

15.4 Contact for Urgent Same-Day Issues

For urgent same-day issues such as:

Running late
Weather emergencies
Location problems
Last-minute changes

Clients should email AND attempt to call or message where possible, but the email must still be sent to keep a clear record.

This prevents miscommunication and protects both sides.

15.5 Contact for Technical Problems

If you experience issues with:

Gallery access
Download links
Missing files
Password errors
Payment processing
Booking system issues

Email: info@lenstwist.com

Screenshots help speed up troubleshooting.

15.6 Additional Support Channels

In addition to email, general questions may also be asked through:

Website contact form
Website chat (if enabled)
Social media comments/messages (non-official)

However, refunds, cancellations, rescheduling and membership changes MUST be emailed for legal and documentation reasons.

15.7 Keeping Communication Professional

LensTwist commits to:

Respectful communication
Clear answers
Fast resolutions
Fair treatment

Clients are expected to communicate respectfully and professionally as well.

Aggressive, abusive or threatening behaviour may result in:

Termination of bookings
Membership cancellation
Refusal of future services

15.8 Hours of Communication

LensTwist typically responds during:

Monday–Friday
09:00–18:00 (UK time)

Weekend replies may be slower due to active photography sessions.

15.9 Confirmation of Receipt

Clients will receive:

An email confirmation
Follow-up questions if needed
A full response once the issue is reviewed

Refund and cancellation requests are considered received only once the email appears in the LensTwist inbox.