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.

4. 5. Family photos:

• It is the graduates responsibility to arrive early and allow for sufficient time to have your family photo taken. We cannot be held liable for missed photos due to late arrival or long queues. The long queues are inevitable and unavoidable due to the volume of people in one space at one time. The Image Factor does not choose nor determine the choice of venue for the event.
• If you are unable to take your family photo before the ceremony, you may do so afterward. After graduation is typically busier and we cannot guarantee availability or be held liable for delays or missed photos.

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.