Booking and Cancellation policy

Service Provision:

SoulEttes will provide videography and photography services as agreed upon in the booking form. Any alterations to the package must be agreed upon by both parties in writing, and prices will be adjusted accordingly.

Weather:

While SoulEttes will accommodate most weather conditions, excessive rain or wind that may damage the camera and sound equipment could compromise certain exterior shots.

Limited Liability:

SoulEttes utilizes high-quality memory cards and new video stock. However, the possibility of manufacturer's faults exists, such as image dropouts or damaged/corrupt files. In the event of any loss or damage to photos or footage due to camera failure, computer failure, or transfer errors, Soulettes will provide a refund of your package price on a pro-rata basis, determined by the amount or significance of the lost photos or footage. Any refund amount issued will be at the sole discretion of SoulEttes.

Payment:

A 50% deposit of the total payment is required upon confirmation of the booking and is non-refundable. An additional 50% of the total payment is due on the wedding day or photoshoot day. Any additional services requested after this date will be invoiced on the following business day. After the delivery of the original photos, 50% of the total payment is required to deliver the completed DVD or album. Cancellation of a booking within two months of the wedding date requires full payment for the services booked.

Sunday and Public Holiday Surcharge:

For sessions occurring on Sundays and public holidays, an additional charge of 15% will be applied to the total cost.

Delivery:

The cinematic highlight video or edited photos will be delivered within 4-6 weeks after the wedding day. Full-completed DVDs may take up to 9-12 weeks, and wedding albums may take up to 5-8 weeks (depending on the season) from the wedding date or photoshoot date, or from the time music is received, whichever is later.

Meals (if applicable):

If your booking includes a lunch or dinner reception, meals must be provided at the reception for each crew member. It is essential to serve the crew in the reception hall to maintain awareness of the events. Arrangements should be made for the crew members to be served at the same time as the bridal party to ensure maximum coverage of speeches and guest interactions. Failure to serve the meal at an appropriate time will entitle each crew member to a 45-minute break within the included package time of any package with eight (8) or more hours of coverage.

Additional Costs:

If special transport, such as a water taxi or land taxi, is required for the crew, the client must organize and cover the cost prior to the wedding. Additionally, the client is responsible for any clearance permits or admission fees required for filming the event. SoulEttes accommodates up to $20.00 in parking and toll fees. Any additional costs, such as parking and toll fees, are the responsibility of the client. The client agrees to provide parking as close as possible to the event site. SoulEttes is not liable for any delays caused by traffic conditions or lack of parking facilities. If travel outside the Melbourne CBD area is necessary, a charge of $50.00 per crew member will be applied to the client.

Technical Issues and Raw Footage:

In the unlikely event of detecting technical problems within seven days of receiving the finished DVDs or albums, the client must contact SoulEttes. SoulEttes will keep the entire event's raw footage for thirty (30) days after receiving the DVD or album. If the client wishes to purchase the raw footage, they must notify SoulEttes within that time.

Editing/Final Product:

By choosing SoulEttes, the client agrees to the artistic decisions and choices made during the day and the post-production process. Any specific style, angle, look, or feel requirements should be communicated before signing the agreement. The client must provide their postal address and the most appropriate email address for receiving the final product. Delay in receiving the final product due to failure to provide a suitable address is not the responsibility of SoulEttes. SoulEttes will provide a 'Timetable' before the wedding day for the client to specify particular shots, preferred styles, or any other relevant information to capture the best of the wedding day. SoulEttes exercises editorial discretion for the finished product. If the client requests changes after collecting the finished product, a fee will be charged. Changes must be requested in writing within 7 days of collection. SoulEttes reserves the right to use raw and edited footage, including still images, for marketing purposes.

Safekeeping of Products:

The safekeeping and longevity of supplied products (DVDs, albums) are the responsibility of the client. SoulEttes does not keep master copies.

Crew Members:

SoulEttes incorporates a team of professionals, including camera operators, photographers, and editors. If the client has a specific preference, it should be communicated at the time of booking. The client must ensure that other photographers, videographers, guests, or venue staff do not interfere with SoulEttes' services. SoulEttes reserves the right to suspend services if the health and safety of the crew or equipment are at risk. The client agrees to pay the insurance excess for any repair or replacement of equipment damaged due to their malicious acts or negligence.

Impact of Laws and Regulations:

Suppose the wedding date is affected by any laws and regulations. In that case, SoulEttes has the right to postpone, change the services to a different date, or create a more suitable package in response to the situation.

Timing:

If the client arrives more than 15 minutes late, the session will be shortened accordingly. Additional hours will incur an extra charge, subject to availability. If a photogenic setup is required, a maximum of 15 minutes can be added to the session if necessary. If the client is more than 30 minutes late for an hour-long photographic package, it is recommended to reschedule another session. SoulEttes will advise a rescheduled fee. For last-minute cancellations within 36 hours, the client will be required to pay the full amount of the photoshoot.

Privacy Declaration:

Personal information collected and/or held by SoulEttes will only be used for the purpose for which it was collected or in accordance with the National Privacy Principles (NPPs). SoulEttes will hold this information securely and disclose personal information only in accordance with it. For requests related to personal information or inquiries about privacy, please contact our consultant by email at info@soulettes.com.au.

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