Customer support

4. Pricing and VAT

Prices are quoted excluding VAT unless stated otherwise. Luxembourg VAT (currently 17%) is added where applicable. Every engagement is billed with a full VAT invoice (VAT LU36089387, RCS B290472). Purchase-order numbers are supported on request.

5. Payment

• Project work: 50% deposit at booking, 50% on delivery, unless the contract states otherwise.
• Methods: bank transfer / SEPA and, where offered, card.
• Retainers are billed monthly in advance per the retainer contract.
• Late payment may suspend ongoing or scheduled work until the account is settled.

6. Cancellation and rescheduling

Cancellation and rescheduling must be made in writing; what counts is the time we receive your notice.

• Postponing a one-off shoot: once, free of charge, with at least 7 days' notice, to a new date agreed with us within the postponement period set in your agreement. A second postponement, or one notified less than 7 days before the shoot, counts as a cancellation.
• Cancelling a one-off shoot: 7 days or more before the shoot, no cancellation fee, and the deposit is refunded less any non-refundable third-party costs committed at your request; less than 7 days before, 50% of the fee for that shoot; less than 48 hours before, or without notice, 100%.
• Cancellation by us: if we cancel a confirmed shoot and no new date suits you, we refund all sums paid for that shoot.
• Retainers: 12-month term. You may leave without a fee at the end of the 6th month with 30 days' notice; leaving at any other time costs one monthly fee, with 30 days' notice. At the end of the term the retainer renews for 12 months unless either party gives notice of non-renewal 60 days before; a LITE retainer (6 months) renews the same way. Moves and cancellations of shoots inside a retainer follow the retainer contract.

Refunds you request: if you cancel and ask for a refund yourself, we return the amount you paid minus the payment provider's fee for that payment (Stripe; for a European card about 1.5% + €0.25). That fee is charged to us when you pay and is not returned to us.

Where your signed agreement sets different terms, the agreement applies.

7. Delivery and turnaround

We aim to deliver within the agreed timeframe (see Production Guidelines for indicative turnaround). Delivery is supplied as edited, channel-ready files via a password-protected gallery. Force-majeure events and client-side delays extend timelines accordingly.