Refund and cancellation policy

1. Information shown before purchase

Before payment, the order or invoice must identify the service, event date, price, included usage, taxes, delivery method, and any special cancellation condition. Golden Hour does not currently offer automatic recurring subscriptions unless a separate written order expressly says otherwise.

2. Cancellation before service begins

A buyer may request cancellation before the earlier of the event going live or material setup, processing, or delivery work beginning. If no material work has started, the purchase will be refunded in full.

If the buyer expressly asks us to begin substantial event-specific work immediately, we may deduct only the reasonable, itemized value of work already completed when the cancellation request arrives. We will explain any deduction before processing the balance.

3. Service problems

Contact us promptly if the paid service was not supplied, was materially different from what was stated, suffered a significant avoidable failure, or could not be used because of a problem within our control. Depending on the circumstances, the remedy may be correction, repeat performance, service credit, partial refund, or full refund. This does not limit a remedy required by consumer law.

4. When a refund is normally unavailable

A refund is normally unavailable solely because:

• The event or purchased service was completed as described and the buyer changed their mind afterwards.
• A failure was caused by unsupported equipment, lack of connectivity, unlawful content, or misuse after clear requirements were provided.
• Recognition did not find every photograph, because automated matching is not sold as perfectly accurate.

These exclusions do not apply where the service was defective, misdescribed, not delivered, or otherwise subject to a mandatory legal remedy.

5. Duplicate or unauthorized charges

A confirmed duplicate charge will be refunded in full. Report a suspected unauthorized payment immediately to the payment provider and to us so the account and order can be secured.

6. How to request a refund

Email [CUSTOMER SUPPORT EMAIL] with the account email, order or invoice number, event name, payment date, amount, reason, and the requested remedy. Do not send full card details, passwords, or one-time codes.

We aim to acknowledge the request within two business days, provide a decision or progress update within seven business days, and process an accepted refund to the original payment method within 14 days. Banks and payment providers may take additional time to display the credit.

7. Chargebacks and complaints

Please give the Grievance Officer a reasonable opportunity to investigate. This does not prevent a consumer from using a lawful chargeback, consumer commission, regulator, or court process. The Government of India's National Consumer Helpline is available at consumerhelpline.gov.in and by calling 1915.

8. Contact