Cancellation and Refund Policy

Last updated: 22 October 2026

The short version: cancel at least 48 hours before your shoot and you get a full refund. If a creator cancels or doesn't show up, you always get a full refund. If something goes wrong with the shoot, tell us within 48 hours and we'll look into it.

If you are the client

When	What happens
Before the creator accepts	Cancel any time. You have not been charged.
48 hours or more before the shoot	Full refund.
Less than 48 hours before the shoot	No refund, unless the creator agrees to one. The creator has reserved that time for you.
You don't turn up	No refund.
The creator cancels or doesn't turn up	Full refund, always.

If there is a problem with your shoot

When a creator marks your shoot as completed, you have 48 hours to either confirm it or tell us about a problem. If you confirm, or if we don't hear from you within 48 hours, the payment is released to the creator.

If something has gone wrong, such as the creator arrived very late, the work was not what was agreed, or content was not delivered, email hello@shootsy.co.uk within those 48 hours with your booking details. We'll hold the payment while we look into it, talk to both of you, and decide on a fair outcome, which may be a full or partial refund.

If you are a creator

Payouts are released after the shoot is completed and confirmed by the client (or automatically after 48 hours). If a client cancels 48 hours or more before the shoot, they are refunded and you are not paid. If a client cancels with less notice, you are paid unless you agree to refund them. If you need to cancel, please do it as early as possible, as the client will be fully refunded and repeated cancellations may affect your account.

How refunds are paid

Refunds go back to the original card or payment method through Stripe. They usually appear within 5 to 10 working days, depending on your bank.

Your legal rights

This policy does not affect your legal rights as a consumer.

See also: Terms of Service and Privacy Policy.