Cancellation
& Complaints

This Policy explains how cancellation requests, quality concerns, and complaints relating to Photera Imaging services are reviewed. It should be read with the applicable project confirmation and Terms and Conditions. Nothing in this Policy limits non-waivable consumer rights that may apply.

1. Before Work Begins

A client may request cancellation before work begins. If no work has started and no non-refundable third-party cost has been incurred for that project, amounts paid will generally be returned using the original payment method, less any lawful and clearly disclosed transaction charge that cannot be recovered. A booking or deposit specifically identified as non-refundable will be handled according to the written project confirmation and applicable law.

2. After Work Begins

Because editing services involve time reserved and work performed against client-supplied files, cancellation after work begins may result in a charge for work completed, committed production time, and authorized third-party costs up to the effective cancellation time. We will explain the status and any remaining balance or refund. Work already delivered or substantially completed is not automatically refundable merely because it is no longer needed.

3. How to Request Cancellation

The request should include the client name, project reference, affected service, and a clear statement that cancellation is requested. A cancellation becomes effective when received through the business contact channel and acknowledged, not when a file-transfer link is removed or a message is sent to an unrelated account. We may ask for reasonable identity or authority verification.

4. Revision Requests

A concern that can be resolved within the approved scope is normally treated as a revision request rather than a cancellation. The client should identify each affected file and describe the expected correction. Included revision rounds, response deadlines, and exclusions follow the project confirmation. New direction, new source files, additional images, or work outside the confirmed scope may require a separate estimate.

5. Complaints

A complaint should state the project reference, the specific concern, the outcome requested, relevant dates, and supporting examples where helpful. We will acknowledge a sufficiently detailed complaint within five business days and aim to provide a substantive response within fifteen business days. Complex technical, payment, rights, or third-party issues may take longer; if so, we will provide a status update.

6. Quality Review

For an alleged processing error, we compare the delivered file with the source material, approved reference, confirmed scope, technical specifications, and prior feedback. Results are assessed in appropriate viewing conditions and at relevant output size. Differences caused by uncalibrated displays, platform recompression, printer profiles, changed source files, or instructions outside the approved scope may not constitute a service defect.

7. Available Remedies

Depending on the circumstances, a reasonable remedy may include clarification, correction, re-export, re-delivery, completion of omitted in-scope work, a partial credit, a partial refund, or a full refund where legally required or otherwise appropriate. The selected remedy will reflect the nature and extent of the verified issue, work already accepted or used, and applicable law. We do not promise a particular remedy before completing the review.

8. Refund Timing

Approved refunds are issued to the original payment method where practicable. Processing time depends on the payment provider and financial institution and may continue after we initiate the refund. We are not responsible for provider processing delays but can confirm when our action has been completed.

9. Chargebacks and Good-Faith Resolution

Clients are encouraged to contact us with a clear complaint before initiating a payment dispute so that project records and possible remedies can be reviewed. This does not remove any legal right to contact a payment provider or regulator. Fraudulent disputes, misrepresentation, or unauthorized use of delivered work may be addressed through available contractual and legal remedies.

10. Records and Escalation

We maintain reasonable records of the scope, communications, delivery, payment, and complaint outcome. If the initial response does not resolve the matter, the client may request a second review and should explain which facts or requested remedy remain disputed. We will identify the final internal position after considering any new relevant information.