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Refund Policy

Last updated: April 27, 2026

 

1. Our Commitment

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At PixSouls Photography, we take pride in delivering high-quality real estate photography and media. We want every client to be satisfied with their experience. This policy outlines the circumstances under which refunds or remedies may be offered.

 

2. General Policy

 

Because photography is a time- and resource-intensive service, all bookings are considered final once confirmed. We do not offer full refunds once a shoot has been completed and media has been delivered.

However, we are committed to making things right if something goes wrong on our end. Please read the specific situations below.

 

3. Cancellations Before the Shoot

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  • More than 24 hours before the scheduled shoot — Full refund issued, no questions asked. Please contact us as soon as possible at team@pixsouls.com.

  • Between 12 and 24 hours before the scheduled shoot — A refund of 50% of the total booking value will be issued. The remaining 50% is retained to cover the time and resources already committed.

  • Less than 12 hours before the scheduled shoot — No refund will be issued. The full booking amount is retained.

  • No access at time of shoot — If our photographer arrives at the property and is unable to gain access, or if the shoot cannot proceed due to circumstances within the client's control, the full booking amount is retained and no refund will be issued.

 

4. Weather-Related Cancellations

 

Interior photography sessions are not weather-dependent and will not be cancelled or refunded due to weather conditions.

For exterior photography, drone sessions, and twilight shoots, if weather conditions make it impossible to capture usable content:

  • We will offer a complimentary follow-up session to complete the affected components at no additional charge

  • If a follow-up session cannot be accommodated within a reasonable timeframe, a partial refund reflecting only the undelivered components will be issued

 

5. If We Cancel or Reschedule

 

In the rare event that PixSouls Photography must cancel or reschedule a confirmed booking due to circumstances on our end, you will be entitled to:

  • A full reschedule at no additional cost, prioritised in our calendar, or

  • A full refund of the amount paid

We will notify you as early as possible if this situation arises.

 

6. Quality Concerns After Delivery

 

If you believe the delivered media does not meet a reasonable professional standard, please contact us within 7 days of delivery at team@pixsouls.com with specific details about your concern.

 

We will review your feedback and, where the issue is reasonably within our control, offer one or more of the following remedies:

  • A partial reshoot of specific rooms or areas that did not meet standard

  • Re-editing of specific photos to address technical issues such as exposure or colour balance

  • A partial credit toward a future booking

 

We do not offer refunds based on personal or stylistic preferences where the photos have been delivered as described in the package and meet a reasonable professional standard.

 

7. Drone and 3D Tour Components

 

If a drone shoot cannot be completed due to restricted airspace, unsafe weather, or Transport Canada regulations, the drone portion of your booking will be refunded in full or credited toward a rescheduled drone session, at your preference.

If a 3D tour cannot be completed due to equipment failure on our part, we will return to complete it at no additional cost or issue a refund for that component.

 

8. Virtual Staging and Renovation Services

 

Virtual staging and virtual renovation services are non-refundable once the work has been completed and delivered, as these involve significant design and editing time. If you are unsatisfied with the result, please contact us within 5 days of delivery and we will offer one round of reasonable revisions at no additional charge.

 

9. How to Request a Refund

 

To request a refund or raise a concern, please contact us at:

Email: team@pixsouls.com Phone: +1 (905) 782-0322

Please include your booking reference, the date of your shoot, and a description of your concern. We aim to respond to all refund requests within 2 business days.

Approved refunds will be processed back to your original payment method within 5 to 10 business days, depending on your bank or payment provider.

 

10. Governing Terms

 

This Refund Policy is part of our Terms and Conditions and should be read alongside them. It is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

 

Contact

Varun Kassana — PixSouls Photography Email: team@pixsouls.com Phone: +1 (905) 782-0322 Location: Oakville, Ontario, Canada

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