Refund Policy
This policy explains when a booking can be refunded, how refunds are resolved, and how to request one. It should be read together with the Terms of Use. Any package-specific cancellation rules are shown on the package before you book and are fixed for that booking.
At a glance
| Situation | Eligibility | Refund / resolution | Required action |
|---|---|---|---|
| You cancel after the deposit is paid and before the session (within the request window) | Eligible | The amount paid is refunded | Request from My Bookings |
| You cancel after the session has taken place or photos have been delivered | Not eligible | No refund | — |
| The vendor cancels or cannot provide the service | Eligible | Full refund or a reschedule | We contact you |
| You are charged twice for the same booking | Eligible | The incorrect charge is refunded | Contact support |
| A payment failed but you were charged | Eligible | The charge is verified and refunded | Contact support |
| Package-specific cancellation rules | As shown | Per the rules shown on the package before booking | Review the package terms |
1. Scope
This policy covers bookings made through Orfy between clients and independent vendors. Vendors may set additional package-specific cancellation rules, which are shown on the package before you book.
2. Request eligibility & window
A refund can be requested only after the deposit is paid and before the session takes place, and within the request window (by default 48 hours from the time of booking, unless the selected package states otherwise). Once the session has happened or photos have been delivered, the booking is no longer refundable.
3. Client cancellation
If you cancel while your booking is still eligible, the amount you paid is refunded. Requests are reviewed by our team before the refund is processed.
4. Vendor cancellation
If the vendor cancels, or cannot provide the service, you may receive a full refund or the option to reschedule with them or another vendor.
5. Rescheduling
Where both sides agree, a booking can be rescheduled instead of refunded. Any package-specific reschedule rules shown at booking apply.
6. Weather & force majeure
For outdoor sessions affected by weather, or events outside either party's control, the usual outcome is a reschedule. Where a session genuinely cannot proceed and has not taken place, a refund may be provided.
7. No-show
If the photographer does not attend, you are eligible for a full refund or a reschedule. If the client does not attend a confirmed session, the booking is generally treated as delivered and is not refundable.
8. Duplicate or failed payments
If you are charged twice for the same booking, or a payment fails after you were charged, contact us — we will verify the transaction and refund the incorrect charge.
9. Non-refundable situations
Refunds are not available once the session has taken place or photo deliverables have been sent, except where required by law.
10. Refund method & timing
Approved refunds are processed through our payment provider. The method and timing depend on your original payment method and your bank or e-wallet provider.
11. How to request a refund
Open My Bookings → Request Refund, or contact support. Include the booking and a short reason so our team can review it quickly.
12. Escalation & contact
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 hello@orfy.io.
13. Changes to this policy
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.
© 2026 Orfy. All rights reserved.