Refund and cancellation policy
This policy applies to every engagement with Focalgrain and forms part of our terms of service. Where a written proposal says something different, the proposal applies to that project.
Deposits
The deposit set in your proposal secures our time and starts the work. It is non-refundable.
Cancelling a shoot
- You can cancel a shoot at any time by written notice. We keep the deposit and refund any amount you have paid for that shoot beyond it.
- If you need to move a shoot rather than cancel it, tell us at least 48 hours before its scheduled start. We will offer new dates where we can.
- If we have to cancel a shoot, for example for illness or severe weather, we offer a new date first. If we cannot offer one, we refund everything you have paid for that shoot, including the deposit.
Monthly packages
- You can cancel a monthly package with 30 days' written notice.
- Work in the notice period is delivered and billed as normal.
How to cancel
Email hello@focalgrain.com from the address on your proposal. If you message us on WhatsApp first, follow up by email. A cancellation takes effect when we confirm it in writing, and the notice periods above run from the time we receive your email.
How refunds are paid
We confirm the refund amount in writing, then return it to the payment method you used. We process refunds within 14 days of confirming them. Your bank or card provider may take a few more days to show it. Refunds are made in the currency you paid in, and we do not cover bank charges or exchange differences.
Questions
Email hello@focalgrain.com.