Refund & Reshoot Policy
Please note: portraits are made to order from your likeness. Once your session is captured and produced, we cannot offer refunds for a change of mind — only for quality faults, as set out below. Please read this before paying.
1. Cancelling before the session
- More than 24 hours before: full refund.
- Within 24 hours, or no-show: you may reschedule once. If you need a refund, we deduct costs already incurred and not recoverable (for example a set or styling already booked) and show you an itemised statement.
2. Quality faults and free reshoot
If, because of something on our side, your portrait has a clear fault — for example visibly fragmented subject or face, severe ghosting, missing limbs or seriously low sharpness — email us within 15 days of receiving your link and we will reshoot once at no charge. If the reshoot still falls short, we refund what you paid for that portrait.
The following are generally not quality faults: personal taste; minor imperfections within the technology’s limits caused by movement or by clothing materials we advised against (sheer fabric, sequins).
3. Physical pieces
Frames, stands and scan cards are made to order and are not returnable for a change of mind. If there is a printing, production or shipping defect, we remake or replace the piece free of charge.
4. Digital services
Renewals and offline archives are non-refundable once activated or delivered. If not yet activated, they can be refunded in full.
5. How to claim
- Email ffvoid@dreamy.voyage with your name, session date and a description of the issue (screenshots help).
- We reply within 3 working days with a proposed solution.
- Refunds go back to the original payment channel, usually within 5–15 working days depending on the channel.
6. Your statutory rights
Nothing in this policy affects rights you have under the law.