Cancellation & Refund Policy

1. Overview

This policy explains how cancellations, reschedules, and refunds work on PicPal once the marketplace is live with paid bookings. During PicPal's pre-launch waitlist phase, no payments are processed, so no refunds apply.

2. Traveler cancellations

The refund you receive depends on how far in advance you cancel:

• More than 7 days before the shoot: 100% refund of the booking total, minus payment-processor fees.
• 3–7 days before the shoot: 50% refund of the booking total. The remaining 50% is paid to the photographer to compensate for the reserved time.
• Less than 72 hours before the shoot: Non-refundable, except in the cases described in section 5 (Force majeure) or section 6 (Photographer no-show).
• After the shoot: Non-refundable.

3. Photographer cancellations

If a photographer cancels a confirmed booking, the traveler receives a full refund of the booking total, including any service fees. We will also help the traveler re-book a comparable photographer where possible. Repeated cancellations by a photographer may result in account suspension or removal from the platform.

4. Reschedules

Both parties may agree to reschedule a confirmed booking at no extra cost up to 48 hours before the original shoot time. Reschedule requests submitted within 48 hours are subject to photographer availability and may be treated as a cancellation under section 2 if no agreement is reached.

5. Force majeure (extreme weather, illness, government restrictions)

If the shoot cannot reasonably go ahead because of severe weather, natural disaster, serious illness with documentation, government restrictions, or another event outside the parties' control, the booking may be rescheduled at no cost or refunded in full at PicPal's discretion. Both parties are encouraged to coordinate via the in-app messaging before contacting support.

6. Photographer no-show or material failure

If the photographer does not show up at the agreed time and place, or fails to deliver the contracted gallery within the agreed timeframe, the traveler may request a full refund through PicPal support within 14 days of the scheduled shoot date.

7. Quality concerns

Creative outcomes are subjective and we cannot refund based on personal preference. However, if the delivered gallery clearly fails to meet the package description (for example, fewer photos than promised, unedited files when editing was promised, or unusable images), open a support ticket within 7 days of delivery and we will mediate between you and the photographer in good faith.

8. How refunds are processed

Approved refunds are issued to the original payment method. Most refunds appear within 5–10 business days, depending on your bank or card issuer. Payment-processor fees (typically 2–4%) are non-refundable and may be deducted from refund amounts.

9. How to request a cancellation or refund

Cancel directly from your booking page in the PicPal dashboard. For refund disputes or special circumstances, email hello@picpal.com with your booking ID and a brief explanation.

10. Changes to this policy

We may update this policy from time to time. The version in effect at the time of your booking governs that booking.