A message to all of our valued clients!
Hi there!! LJ here!
I have been receiving a lot of e-mails and messages from concerned clients regarding their upcoming sessions, and events and appointments; so I wanted to take this time to post a notice regarding how we are supporting you, and our policies surrounding rebook requests, sessions being postponed and cancellations!
Our clients health & safety is our TOP priority, so if you have a session in the coming months (March, April and May) - here’s some information for you on how we are handling the current situation!
Regarding your BOOKED photo session (between now and April 30th):
Your session is still booked and set to take place on the date & time you have booked unless one of the following occurs:
If you or someone close to you falls ill, please stay home and request a rebook of your session! Our regular minimum of 72 hours notice to cancel/rebook is being waived at this time. Should you wish to air on the side of caution and rebook your session or request a hold on your session to a future undetermined date any amount you have paid including your retainer/session fee will be held and put towards your future shoot date!
Should your photographer fall ill or someone close to them falls ill you will be notified immediately, and the session will be re-booked for a future date, or placed on hold as per your preference.
Even without illness at this present time, it can be mutually decided that it is best to place a hold on your services until a future date - please contact us if this is the route you would like to take. Even with limited availability for future dates, we will do our best to accommodate you!
Why are we not cancelling sessions booked between now and April 30th right now?
As of right now, our sessions over the following several weeks are small outdoor sessions where maintaining appropriate distance is easily achieved. Your photographer will be able to give clear direction from a safe distance for walking you through prompts and posing. We already have a ‘hands-off’ policy with our clients and in the past have only fixed hair, makeup, wardrobe, etc with express permission from the client. Moving forward, these minor fixes will instead be remedied using verbal direction ONLY and we will be sure to give clear verbal instructions to direct you while keeping our distance from you, the client. This is on-top of keeping hands properly cleaned and having sanitizer on hand during your session. We will be keeping your health and safety at the top of our list!
We ask you please consider the same and we also have to stay healthy, and vulnerable loved ones in our families too!! <3
We are keeping up-to-date with current health & safety precautions and will continue to update our clients individually that have sessions booked in the coming weeks on a course of action; should things change.
To Recap!: If you wish to place a hold on your session, for now, you may absolutely do so and any and all funds paid towards your session will be transferred to your future date when you are ready to rebook! You will NOT lose your deposit should you need/wish to rebook your session, it will simply transfer to a new date! :) The changes to our cancellation/rescheduling policies will be in effect until otherwise stated.
Regarding Consultations & Reveal/Sales Appointments:
We aim to practice social distancing as much as possible. For the time being, all meetings will be done over the phone, video chat (zoom conference) or via online chat! We will not be holding in-person consultations or reveal/sales appointments for the time being. To set up a consultation with us please reach out and we can set this up with you from the comfort of our own homes!
Regarding Print & Custom Keepsake Orders
Unless our local lab closes production, our keepsakes and prints are still being handcrafted and printed on time! Shipping and delivery times may be delayed - please prepare for this being a possibility. Photo keepsake product orders and print orders are non-refundable due to the custom nature of our work. Please keep an eye out for updates should you be expecting product within the next few weeks. New orders placed moving forward will be shipped to your home FREE of charge straight from our lab for the time being. Current orders awaiting the pick-up from my home office will be arranged in the next couple days with keeping distance in mind. We have a front lobby where orders can be left, and labelled for pickup.
Regarding BOOKED Weddings and Wedding Consultations:
Consultations for future weddings will be done remotely for the time being, over the phone, or via Zoom Video Conferencing. Planning meetings for upcoming weddings will also be done remotely for the time being.
Weddings require a 30% non-refundable retainer to hold your date. Due to recent circumstances, we understand the stress that planning a large gathering like your wedding is large even without the fear of an outbreak! I want my couples to know, that should you need to cancel/rebook your wedding due to COVID-19 either by your own choice; as a precaution, or you are required to do so by your venue or other vendors your retainer that you have paid and any additional amounts paid towards your wedding will be transferrable to a new date without question. In case your photographer is not available for your new date, our policy of providing a suitable replacement for your date will be in place. Any 2020 wedding dates currently booked wishing to cancel/ re-book their services without a new date may also do so and your retainer will transfer to a credit on your account that may be used towards future services we offer; whether they be wedding related or not.
As of yet, we have not had to cancel our services for any couples! Our couples will be notified immediately should there be any changes needing your attention. As per our contract with you, we already have policies in place should your photographer fall ill as to finding a suitable replacement photographer. This remains true. If your photographer becomes ill or begins to show symptoms a suitable replacement will be found immediately.
I hope that I’ve answered many of your concerns and we look forward to continuing our work with you all and capturing your special moments, every step of the way! In the end, the best thing we can all do is work together to flatten the curve of this spread, and we will be diligent in doing our part!
Sincerely,
LJ Medlicott
Owner | Executive Photographer
lj@grandriverstudios.ca
1-226-989-9295