Your moments matter.
So does your peace of mind.

All bookings are subject to availability and must be confirmed by Visionary Moments UK.

Customers may enquire through our website, email, telephone, WhatsApp or social-media channels.

Submitting an enquiry does not automatically reserve a date.

A booking is officially confirmed once:

• The customer has accepted the agreed quotation or package.
• The required 25% booking deposit has been received.
• Visionary Moments UK has issued written booking confirmation.

Until these steps have been completed, the requested date remains subject to availability.

A booking deposit of 25% of the agreed package price is required to secure your booking.

This deposit is credited towards the total cost of your selected package and is not an additional fee.

Once a booking is confirmed, we reserve the agreed date and may decline alternative enquiries for the same coverage period.

We recognise that unexpected circumstances can arise and will consider exceptional situations, including hospitalisation or serious medical emergencies, individually.

Wherever reasonably possible, we would prefer to help you reschedule rather than lose your booking altogether.

The remaining 75% of the agreed package price is due no later than 7 calendar days before your scheduled event or session.

We currently accept:

• Bank transfer.
• Stripe payments.
• In-person card payments, where arranged.

For bookings made fewer than 7 days before the event or session, full payment may be required when the booking is confirmed.

If payment is overdue, we will contact the customer and provide a reasonable opportunity to resolve the outstanding balance.

Any decision to suspend or cancel a booking because of non-payment will be made reasonably and in accordance with applicable law.

If you need to cancel your booking, please notify us in writing as soon as reasonably possible.

Cancellation requests should be emailed to: hello@visionarymoments.co.uk .

Our 25% booking deposit is normally retained following a customer cancellation, subject to applicable statutory rights and the requirement that cancellation charges are fair and proportionate.

We will consider the circumstances of each cancellation, including:

• The amount of notice provided.
• Work already completed.
• Reasonable costs already incurred.
• Whether the reserved date can reasonably be rebooked.
• Any expenses we are able to avoid or recover.
• Any applicable statutory cancellation rights.

We will not automatically retain the entire package price simply because a customer cancels.

Where a refund is due, we will explain the calculation and arrange repayment using an appropriate method.

We understand that some cancellations happen for reasons entirely outside a customer's control.

Examples may include:

• Hospitalisation.
• Serious illness or medical emergencies.
• Bereavement.
• Other significant unforeseen circumstances.

Where appropriate, we may request reasonable supporting information to help us assess the circumstances. We will avoid requesting unnecessary sensitive medical details.

We will consider whether a free reschedule, partial refund, full refund or another reasonable arrangement is appropriate.

Any discretionary goodwill arrangement is separate from, and does not reduce, the customer's statutory rights.

We appreciate that plans sometimes need to change and are happy to accommodate date changes wherever reasonably possible.

Each confirmed booking includes one free date change, subject to availability.

Customers should ideally provide at least 7 calendar days' notice when requesting a new date.

The following conditions apply:

• The new date must be available.
• The original package and agreed coverage remain unchanged unless otherwise agreed.
• Any unavoidable additional expenses will be explained before being agreed.
• Further date changes may be considered individually.

Requests made with fewer than 7 days' notice will still be considered, particularly where exceptional circumstances apply.

Where a requested alternative date is unavailable, we will discuss other suitable options.

We ask customers to arrive at the agreed location and time to ensure they receive the full benefit of their session.

Where possible, we allow up to 15 minutes of flexibility for late arrivals.

However, this flexibility depends on our availability and any subsequent bookings.

If a customer arrives late, the session may still need to finish at its originally scheduled time.

If you expect to be delayed, please contact us as soon as reasonably possible.

Where a customer does not attend and has not contacted us, we will assess any refund or cancellation entitlement fairly in accordance with the booking agreement and applicable law.

Where an event or session runs longer than originally planned, customers may request additional photography or filming time.

Additional coverage is subject to team availability and must be agreed before it begins.

Overtime will be charged at an agreed hourly rate, which will be communicated to the customer in advance.

We are not obliged to extend coverage beyond the original booking where doing so would conflict with other commitments or operational requirements.

Standard travel within Monmouthshire is included in our advertised package prices.

Bookings outside Monmouthshire are welcome. Any additional travel costs will be quoted individually before the booking is confirmed.

Where applicable, additional expenses such as parking, accommodation or venue access charges will be discussed and agreed in advance.

We will not introduce undisclosed travel charges after a booking has been confirmed.

Outdoor photography and videography may be affected by weather conditions.

Where conditions make a session unsuitable or unsafe, we will offer a free reschedule, subject to availability.

This weather-related reschedule will not use up the customer's standard complimentary date change.

We will communicate with the customer as early as reasonably possible to discuss alternative arrangements.

Drone coverage is additionally subject to applicable aviation regulations, permissions and safe operating conditions.

Where a suitable alternative cannot be agreed, any applicable refund or other remedy will be considered in accordance with the booking agreement and law.

In the unlikely event that Visionary Moments UK must cancel a confirmed booking, we will notify the customer as soon as reasonably possible.

This may occur due to illness, an emergency or other circumstances that prevent us from providing the agreed service.

Where we cannot fulfil the booking, we will offer the customer a choice of:

• A suitable alternative date, subject to availability.
• A full refund of payments received for the cancelled service.

The customer is not required to accept an alternative date.

Nothing in this section limits any additional remedy to which a customer may be entitled under applicable law.

We aim to deliver completed photography and videography content within 7 calendar days following the event or session.

Content will ordinarily be delivered through an online client gallery, downloadable link or another agreed digital method.

If an unexpected delay occurs, we will contact the customer and provide an updated delivery estimate.

Customers are responsible for downloading and securely backing up their delivered files.

Further information is available in our Privacy Policy .

Depending on the nature of your booking and how the contract was entered into, statutory cancellation rights may apply.

Certain distance and off-premises contracts may provide consumers with a 14-day cancellation period under the Consumer Contracts Regulations 2013.

However, statutory exceptions may apply, including to certain services related to leisure activities where the contract provides for a specific date or period of performance.

Whether an exception applies depends on the particular booking and its circumstances. We will not assume that every booking is automatically exempt.

Where a statutory cancellation right applies, we will provide the relevant information and honour that right.

If a customer expressly requests that services begin during an applicable cancellation period, any payment for work carried out before cancellation will be handled in accordance with the relevant legal requirements.

Nothing in this policy overrides the Consumer Rights Act 2015 or other mandatory consumer protections.

Where a refund is agreed or legally required, we will confirm the amount and applicable arrangements in writing.

Refunds will be processed without undue delay and within any timescale required by law.

Where appropriate, refunds will be returned using the original payment method, unless another lawful arrangement is agreed.

We may update this Booking & Cancellation Policy periodically to reflect changes to our services, operations or legal requirements.

Existing bookings will ordinarily remain subject to the policy provided or made available when they were confirmed, unless a subsequent variation is agreed or required by law.

If you need to discuss a booking, request a date change or ask about a cancellation, please contact us.