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Client FAQ — Downes Media

Welcome to the Downes Media FAQ! Here you’ll find answers to the most common questions about how we work, what to expect, and the policies we follow to keep your experience smooth, fair, and professional.

 

Q: Do I need to pay before the shoot?

A: Yes. All shoots must be paid for in full before we begin. This ensures your project is scheduled and prioritized appropriately. We do not accept post-payment under any circumstance.

Note: If paying by check, it must clear at least 3 business days before your shoot.

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Q: What’s your turnaround time?

A: For most standard shoots, we guarantee delivery of your imagery within 48 hours. It’s part of what sets us apart. For larger or more complex shoots, we may adjust the timeline — but we’ll always discuss that with you in advance.

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Q: What if I’m not happy with the photos?

A: We offer free reshoots on a limited basis, determined by our management team. To be eligible, your request must be made within 48 hours of receiving your final images.

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Q: Can I cancel or reschedule my shoot?

A: Life happens — we get it!

• If you cancel more than 72 hours before your shoot, we may issue a partial credit for a future session.

• Cancellations made within 72 hours are non-refundable.

• If weather or other unforeseen issues arise, we’ll work with you to reschedule at no additional cost.
   

Q: Can I use the photos however I want?

A: You’ll receive a license to use the images for the purposes we agree on in writing — typically for marketing, listings, or business promotion. However, Downes Media retains ownership of the imagery unless otherwise specified. Please don’t alter, resell, or distribute our work beyond the agreed terms.
 

Q: What if I’m running late or not fully prepared?

A: Please be ready at the scheduled time. Delays over 30 minutes may result in extra fees or rescheduling.

We recommend having spaces cleaned and staged ahead of time, or subjects prepped and ready to go so we can stay on schedule and deliver great results.
 

Q: Do you offer bulk discounts or custom packages?

A: Yes — but only for custom projects starting at $1,500. Any bulk discounts or custom deals must be approved by our management team, including Brian W. Downes (CFO) and Charlotte Hawkins (Partner).

We do not allow clients to “bundle” smaller shoots into discounted packages without prior approval.
 

Q: Do you offer refunds?

A: All sales are final. We do not offer refunds unless we fail to meet our 48-hour turnaround guarantee — and only if that guarantee hasn’t been previously waived due to project complexity.
 

Still Have Questions?

We’re happy to help. Shoot us an email or give us a call, and we’ll make sure you get the answers you need.