Refund Policy

We aim to deliver media you’ll love. This policy explains when refunds, credits, or re-shoots apply.
 

1) Definitions

Booking, Deposit, Balance, Rush Fee, Add-Ons.

2) First Shoot Free

• First qualifying shoot is $0; nothing to refund.

• Add-ons with a free shoot: refundable in full if canceled ≥ 24 hours before; non-refundable if < 24 hours, after capture, or after delivery.

3) Deposits (Returning Clients)

• Standard deposit: $75 per booking (non-refundable).

• Reschedule once with ≥ 24 hours notice without losing your deposit.

• No-show or < 24 hours cancel → deposit forfeited.

• If we cancel and you don’t reschedule, deposit refunded in full.

4) Cancellations & Reschedules (Paid Shoots)

• ≥ 24 hours: deposit non-refundable; prepaid balance/add-ons refunded in full or credited.

• < 24 hours or no-show: deposit forfeited; prepaid balance/add-ons non-refundable.

• Property not ready/access issues may incur a trip/standby fee of [ $X ].

5) Weather, Safety & Airspace

• We may postpone for weather, safety, or FAA restrictions.

• Reschedule at no cost; deposits/prepayments carry forward.

• If no workable date within [10 business days], you may request a full refund of prepayments (including deposit).

6) Delivery Times & Rush Fees

• Targets: photos same day, reels 48 hours, floor plans 24–48 hours.

• Rush Fee is refunded if we miss the rush deadline; otherwise non-refundable once work begins.

7) Quality Issues, Re-Shoots & Partial Refunds

Report within [5 business days] of delivery.

• Objective errors: we’ll fix/edit or re-shoot at no charge; if impossible, a partial/full refund for the affected portion.

• Style preferences: up to [3] minor revisions included; refunds aren’t provided for preferences after revisions.

8) Add-Ons

• Refundable if canceled ≥ 24 hours before start time.

• Non-refundable after capture/production or delivery.

• Zillow 3D / Social Reel: considered produced once captured → non-refundable.

9) Travel & Special Fees

• Travel fees outside our radius: non-refundable once dispatch begins.

• Parking/permit fees: non-refundable after purchase.

10) How to Request a Refund

Email hello@truehomephotos.com with order number, property address, shoot date/time, and issue details (links/screenshots help).
We’ll acknowledge within 2 business days and typically resolve within 5–10 business days. Approved refunds go to the original payment method.

11) Chargebacks

Contact us first; most issues are resolved quickly. Chargebacks without notice may delay resolution and affect future services.

12) Credits

You may choose a service credit valid for [6 months] instead of a refund. Credits are not cash-redeemable and non-transferable unless agreed in writing.

13) Non-Refundable Items (Summary)

Deposits; no-show or < 24-hour cancellations; completed add-ons and Rush Fees (unless we miss the rush deadline); travel/permit/parking once incurred.

14) Changes to This Policy

We may update this policy; the “Last updated” date reflects the latest version.