At The Image Factor, we strive to deliver high-quality photographs that capture your special moments. Due to the nature of digital and printed photography, we have established the following refund policy:

1. 1.  

Digital Photos (Email Delivery):

• Non-Refundable: Once digital photos have been delivered, refunds will not be issued, as digital files cannot be returned.
• Revisions/Corrections: If there are technical issues (e.g., blurry images due to our error, incorrect files sent), we will correct and resend the photos at no additional charge.

2. 2.  

Printed Photos (Courier or Collection):

• Damaged Prints: If your prints arrive damaged or defective, we will replace them free of charge. Please notify us within 7 days of receiving your prints with photographic evidence of the damage.
• Incorrect Orders: If you receive the wrong photos, we will correct the error and send the correct prints at no additional cost.

3. 3.  

Satisfaction Guarantee:

While we cannot offer refunds for dissatisfaction based on personal preferences (e.g., facial expressions, angles, etc.), we are committed to ensuring you are happy with our service:

• Retouch Requests: Minor adjustments, such as brightness or colour correction, can be requested within 7 days of receiving your digital photos.
• Reshoot Options: For staged or family portraits (not stage photos), we may offer a discounted reshoot session if feasible.

4. 4.  

Cancellations:

• Before Graduation Day: Orders cancelled before the graduation ceremony will be eligible for a full refund.
• After Graduation Day: Orders cancelled after the graduation ceremony will not be eligible for a refund, as services have already been rendered. This includes instances where photos have already been printed or emailed.

For any concerns regarding your photos, please contact gradinfo@imagefactor.co.za within 7 days of receiving your order. We’re here to help resolve any issues.