At Launch Marketing, we aim to provide high-quality real estate photography and property marketing services. Because our work involves bespoke, on-site, and digital services, this Returns & Refunds Policy outlines when refunds, cancellations, or re-shoots may be offered.

This policy is designed to comply with UK consumer law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and general business best practice for digital and service-based industries.

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1. Services Covered by This Policy

This policy applies to the following services provided by Launch Marketing:

• Property photography

• Real estate videography

• Drone imagery and aerial work

• Floorplans and 3D tours

• Virtual staging

• Editing and post-production

• Property marketing packages

• Website or listing optimisation services

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2. No Returns on Digital Goods or Bespoke Services

Under UK law, digital goods and custom-made services are not eligible for return, and the 14-day cooling-off period does not apply once work has started at your request.

This includes:

• Photos, videos, or digital files already delivered

• Editing or retouching already performed

• Floorplans or property marketing materials created to your specification

• Photography or videography appointments already completed

Once work has been completed or files have been delivered, refunds cannot be offered unless the service was not delivered with reasonable skill and care.

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3. Cancellations Before Work Begins

3.1 Standard Appointments

• Cancellations made more than 24 hours before the scheduled appointment:
  No charge

• Cancellations within 24 hours of the appointment:
  May incur a late-cancellation fee (up to 50% of the service cost)

3.2 On-Site Access Issues

If the photographer arrives but cannot access the property due to:

• No one present

• Incorrect access details

• Property not being ready

A call-out fee or re-booking fee may apply.

3.3 Weather-Related Cancellations (Drone Work)

If drone photography is not possible due to unsafe weather or legal restrictions, we will:

• Reschedule at no extra cost, or

• Offer alternative media services

A refund is only issued if the entire drone portion of a booking cannot be completed after reasonable attempts to reschedule.

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4. Quality Concerns and Re-Shoots

We take pride in producing high-quality property marketing materials. If you are not satisfied with the service because:

• Images are technically defective

• Files are corrupted

• Deliverables do not match the agreed service description

We will review the issue and may offer one of the following:

4.1 Free Correction or Re-Editing

If the problem can be fixed through editing, we will correct the files at no additional cost.

4.2 Free Re-Shoot

A re-shoot may be offered if the original issue was due to our error (e.g., incorrect settings, missed key rooms).

4.3 Paid Re-Shoot

If the issue is due to factors outside our control, such as:

• The property not being prepared

• Changes requested after the shoot

• Weather or lighting changes

• Vendor or agent dissatisfaction unrelated to photography quality

A re-shoot fee will apply.

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5. Refund Eligibility

Refunds may be offered only in limited circumstances, such as:

• The service was not completed and cannot be rescheduled

• We failed to deliver the agreed service due to an error on our part

• We failed to exercise reasonable skill and care

Refunds cannot be issued for:

• Delivered images or digital files

• Changes in property circumstances (e.g., sale withdrawn, client changes mind)

• Aesthetic preferences that differ after delivery

• Issues caused by inaccurate information provided by the client

• Third-party platform issues (e.g., Rightmove, Zoopla, Airbnb display problems)

Refunds, if approved, will be:

• Processed to the original payment method

• Issued within 7–14 working days

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6. Amendments and Additional Editing

Our standard packages include a reasonable amount of basic editing. Additional or complex editing (e.g., object removal, sky replacement, virtual staging) may incur extra charges.

Refunds are not provided for editing work already carried out.

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7. Retainer or Prepaid Packages

If you have purchased a prepaid package or retainer agreement:

• Unused services may be refunded only if no work has begun

• Partially used packages are refunded on a pro-rata basis minus any work completed

• Expired packages are non-refundable

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8. How to Request a Refund or Raise an Issue

To request a refund or raise a concern, please contact us with:

• Your name

• Contact information

• Property address

• Details of the service

• Description of the issue

• Any supporting evidence (e.g., screenshots, descriptions)

Contact Details:
Launch Marketing
Email: [Insert Email Address]
Phone: [Insert Phone Number]
Address: [Insert Address]

We aim to acknowledge all refund or service queries within 3 working days and provide a full response within 10 working days.

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9. Changes to This Policy

Launch Marketing may update this Returns & Refunds Policy from time to time.
The latest version will always be available on our website.