Refund Policy

This policy covers bookings made through Orfy between clients and independent vendors. The same rules apply to every package; Orfy does not currently offer per-package cancellation terms.

A refund can be requested only after the deposit is paid and before the session takes place, and within 48 hours of paying the deposit. Once the session has happened or photos have been delivered, the booking is no longer refundable. Only one request can be open on a booking at a time; if a request is declined, you may raise another while the booking is still within the window. You cannot request more than you have paid.

If you cancel while your booking is still eligible, our team reviews the request and decides the amount. It may be all of what you paid, or part of it. The transaction fee included in your payment total is not returned: it pays the payment provider, which keeps it. Beyond that, we may keep an amount covering our handling of the cancellation. The amount decided is shown to you, and the reason with it.

If the vendor cancels, or cannot provide the service, everything you have paid comes back in full, the transaction fee included. Nothing is kept back — you did not cause the cancellation — and no request window applies, because you did not choose the timing. We email you when it happens, with the vendor’s reason, and open the refund for you automatically: you only need to tell us where to send it, from the booking. You can also agree a new date with them (see Rescheduling) or book another vendor instead.

A session can be moved to a new date from the booking itself, by you or by the vendor. The other side must accept before anything changes; once they do, the booking, its reminders and the vendor’s calendar all show the new date, and both of you are notified. A reschedule cannot be proposed or accepted within 24 hours of the session, the new date must be at least 24 hours away and on a day the vendor is available, and a booking can be moved at most twice. Rescheduling is free. Each proposal and its answer is kept on the booking as a record.

For outdoor sessions affected by weather, or events outside either party’s control, the usual outcome is a reschedule (see Rescheduling). Where a session genuinely cannot proceed and has not taken place, contact us: after checking, our team can open a refund for you even if the request window has closed, the transaction fee included.

If the vendor does not turn up, tell us as soon as you can. After checking, our team opens a full refund for you — the transaction fee included, and even if the request window has closed — or, if you both prefer, the session is rescheduled. If the client does not attend a confirmed session, the booking is generally treated as delivered and is not refundable.

If you are charged twice for the same booking, or a payment fails after you were charged, contact us. We verify the transaction and open a refund of the incorrect charge for you.

Refunds are not available once the session has taken place or photo deliverables have been sent, except where required by law.

You tell us where to send it when you make the request — a bank account or e-wallet in your own name. We do not send refunds back through the original payment automatically, because for QRIS and similar methods there is nothing to send back to. A refund then moves through four stages, and you can see which one you are at on the booking: request sent, reviewed by Orfy, money sent, money received. Approval is not payment: it means we agreed, and the transfer follows. We email you when it actually leaves, with its reference number, and how long it takes to appear after that is set by your bank or e-wallet provider. If we approve a refund and then cannot complete it — for example the account details do not work and we cannot reach you — we will cancel it and tell you why, and your booking returns to what it was.

Open My Bookings → Request Refund. You will be asked for a short reason and for where to send the money — a bank or e-wallet, its account or phone number, and the name on it, which must match the account exactly. Some refunds need no request from you: a vendor cancelling opens one automatically, and for a vendor no-show, force majeure or a duplicate charge our team opens one after you contact us. In each case you then add where to send it, from the booking.

If you disagree with a decision, reply to the refund notification or contact us and we will review it again. You can reach us any time at [email protected].

We may update this policy. Changes are posted here with a new effective date and do not change the rules that applied to a booking already made.