Returns & Refunds Policy

Scope

This policy explains how we handle cancellations, refunds, and returns for our services and products in line with the Australian Consumer Law (ACL).

Nothing in this policy limits your rights under the ACL.

1. Service Bookings (Photography, Videography & Photo Booths)

Cancellations by Client

• More than 14 days before event: Full refund (minus non-refundable deposit).
• 7–14 days before event: 50% refund of total fee.
• Less than 7 days or no-show: No refund available.

Changes to Bookings

• More than 14 days prior: Free of charge, subject to availability.
• 7–14 days prior: 25% adjustment fee applies.
• Less than 7 days: Not guaranteed; full charges may apply.

Cancellations by 4to Crew

In the rare event we must cancel due to illness, technical failure, or unforeseen circumstances, a full refund (including deposit) will be issued.

2. Photo, Video & Booth Deliverables

• Photography & Videography: Delivered within 14 business days (unless otherwise agreed).
• Photo Booth Digital Copies: Delivered within 7 business days.
• Photo Prints: Delivered within 10 business days from order confirmation.

Quality Issues

If deliverables are defective (e.g., corrupted files, missing footage, or faulty prints), we will:

• Re-edit, re-supply, or reprint at no extra cost, or
• Provide a partial or full refund if replacement is not possible.

3. Photo Prints, Frames & Digital Purchases

Change of Mind

No refunds or exchanges for change of mind on prints, framed products, albums, or digital downloads, as these are custom-made products.

Damaged or Faulty Prints/Frames

• Notify us within 7 days of delivery and include photos of the issue.
• We will reprint, replace, or refund at no cost to you.

Digital Files (Soft Copies)

• Once delivered, digital downloads are non-refundable.
• If files are corrupted or inaccessible, report within 7 days and we’ll re-supply at no charge.

4. Refund Processing

• Refunds are issued via the original payment method.
• Processing time: up to 7 business days after approval.

Tip: Banks and providers may take additional time to display the funds in your account.

5. How to Request a Cancellation or Refund

To request a cancellation, return, or refund, please contact us and include your event date or order number and a brief reason.

We will respond within 2 business days with next steps.