Refund & Cancellation Policy

No service payment is collected when you book. Your payment card is saved through our payment processor and charged at 8:00 AM Pacific Time on your scheduled shoot date.

Your bank may display a temporary card-verification authorization when the card is saved.

You may cancel without a fee until 5:00 PM Pacific Time one business day before your scheduled shoot.

For this policy, business days are Monday through Friday, excluding observed U.S. federal holidays. For example, a Monday appointment must normally be canceled by 5:00 PM on the preceding Friday. If Friday is a federal holiday, the deadline is 5:00 PM on Thursday.

Cancellations received by the deadline receive a 100% refund of any payment collected for the canceled services. If no payment has been collected, no charge will be made.

Cancellations received after the deadline, including same-day cancellations and missed appointments, carry a fee equal to 35% of the confirmed price of the canceled services.

If the full amount has already been charged, we will refund the remaining 65%. If it has not been charged, we will charge only the 35% cancellation fee.

Tristen Madron may waive the cancellation fee when reviewing a request. The fee covers the reserved appointment time and preparation associated with the booking. It is not charged in addition to the full price of canceled services.

Rescheduling requests received by the cancellation deadline are accepted without a rescheduling fee, subject to availability.

Requests received after the deadline are treated as a late cancellation of the original appointment and incur the 35% fee. The replacement appointment is billed separately.

If we cannot perform the shoot because the property is inaccessible, permission has not been obtained, or client-controlled conditions make the property unsafe or unready, the same 35% fee applies to the services that cannot be performed. We will attempt to contact you before leaving.

No cancellation fee applies when we determine that weather, drone restrictions, safety conditions outside your control, or an issue on our side prevents the service.

We will offer rescheduling or a refund for the affected, unperformed services. If only part of a package is affected, we will explain the allocation and available options before proceeding with a changed scope.

Completed services are generally nonrefundable simply because a property does not sell, a listing changes, or the media is no longer needed.

If we fail to deliver the agreed services or the media has a technical defect, contact us promptly through the website contact page. We will assess the issue and offer an appropriate correction or reshoot at no additional charge. If we cannot reasonably resolve it, we will refund the affected portion of the service.

Nothing in this policy limits refund rights or other remedies required by applicable law.

Submit your request through the Cancel/edit shoot page using your order code. You may also reply to your booking confirmation email. The recorded submission or email receipt time determines whether the deadline was met, not the time I review it. Requests are reviewed by Tristen Madron; your booking remains unchanged until approval.

We will acknowledge your request. If you do not receive an acknowledgment, please follow up through the website contact page or reply to your booking confirmation email to confirm receipt.

Request a cancellation or change

Approved refunds will be submitted to the original payment method within five business days. Your bank or payment provider may require additional time to post the refund.