Booking/ Cancellation Policy

1. About Us

PBNJ Socials Ltd
Trading as PBNJ Digital
Company number: 14887039
Registered office: 7-7c Snuff Street, Devizes, Wiltshire, United Kingdom, SN10 1DU
Email: pav@pbnjdigital.co.uk

2. Services Covered by This Policy

This policy applies to bookings for services including, where relevant:

• property photography
• property video and walkthrough filming
• drone photography and drone video
• Matterport virtual tours
• EPC-related bookings and associated visits
• floor plan and property media visits
• podcast or content recording sessions
• branding, social content or other media sessions where a time slot is reserved
• similar booked appointments or site visits

3. Booking Confirmation

A booking is not confirmed until:

• we have accepted the booking request; and
• any required deposit has been paid; and/or
• we have issued a confirmation in writing.

We reserve the right to decline or cancel a booking if required for operational, legal, safety or practical reasons.

4. Deposit

A 25% deposit is required before work begins unless otherwise agreed in writing.

The deposit secures the booking date, reserves time in our schedule and covers preparation and administration costs.

Deposits are non-refundable, subject to any rights you may have under applicable law and except where we expressly agree otherwise in writing.

5. Balance Payment

The remaining balance is due on delivery of the final work, unless otherwise agreed in writing.

We reserve the right to withhold final deliverables until all outstanding amounts have been paid.

6. Client Cancellation

If you cancel a booked shoot, appointment or session:

• where less than 5 working days’ notice is given, the deposit will be forfeited;
• where more than 5 working days’ notice is given, any refund or transfer of the deposit will be at our discretion unless otherwise required by law or agreed in writing.

If we have already carried out significant preparation, pre-production, travel planning, editing, administration or other chargeable work, we reserve the right to invoice for work already undertaken and any non-recoverable costs.

7. Client Rescheduling

If you request to reschedule a confirmed booking at short notice, we reserve the right to charge a 5% rescheduling fee.

Whether a reschedule request can be accommodated will depend on availability.

Repeated rescheduling may result in further charges or the loss of the original booking slot.

8. Failure to Provide Access / Missed Appointment

If we attend a property, location or session and are unable to carry out the work because:

• access is not provided;
• the property is not available;
• the property is not in a workable condition;
• the client, occupier or contact person is absent;
• relevant permissions have not been obtained;
• the session cannot proceed for avoidable client-side reasons,

we reserve the right to:

• retain the deposit;
• charge a call-out or wasted-time fee;
• charge a rebooking fee;
• invoice for any non-recoverable travel or time costs.

9. Weather, Safety and Drone / Exterior Work

Drone work, exterior photography, some video work and certain location-based services depend on suitable weather, safe conditions and legal operating requirements.

Where weather, light, safety, aviation restrictions or other conditions make the booking unsuitable, unsafe or likely to compromise quality, we may:

• postpone the booking;
• rearrange the exterior or drone portion of the work;
• split the service across different dates;
• adapt the service where reasonably possible.

This is to protect safety, legal compliance and the quality of the final output.

We will not be liable for delays caused by adverse weather or other circumstances outside our reasonable control.

10. Property Readiness and Client Responsibilities

The client is responsible for ensuring that the property or location is ready for the booked service.

This includes ensuring:

• the property is presentable, clean and appropriately prepared;
• rooms and spaces are accessible;
• utilities or lighting required for the service are available where needed;
• pets, contractors, occupiers or other interruptions do not prevent the service from being carried out;
• we are informed in advance of any hazards, restrictions, access instructions or special requirements;
• permission has been obtained from the owner, occupier, landlord, managing agent or any other relevant party where required.

We are not responsible for poor results or delays caused by inadequate preparation or restricted access.

11. Turnaround Times

Any turnaround times given are estimates only.

Delivery times may be affected by:

• weather or lighting conditions;
• editing requirements;
• access delays;
• client response times;
• technical issues;
• workload volume;
• third-party processing or hosting delays.

12. Revisions

Unless otherwise agreed, one round of revisions is included for:

• video editing;
• social media content;
• branding or redesign work.
• 
  

Additional revisions or changes may be charged separately.

13. Copyright and Usage

Unless otherwise agreed in writing:

• copyright in photographs, videos, edits, graphics, creative assets and other deliverables remains with PBNJ Socials Ltd / PBNJ Digital until paid in full;
• once paid in full, the client receives a licence to use the final approved deliverables for the agreed purpose;
• we may use completed work for portfolio, website, social media and promotional purposes unless the client asks us not to in writing before publication.

14. Social Media / Marketing Projects Booked as Services

Where the booking relates to social content creation, marketing content production, or related digital services:

• one revision is included unless otherwise agreed;
• delays caused by late client feedback, late content approval or missing access may extend delivery times;
• advertising spend is payable separately by the client unless expressly included;
• no guarantee is given regarding follower growth, engagement, leads, sales or platform performance.

15. Our Right to Cancel or Rearrange

We reserve the right to rearrange, postpone or cancel a booking where reasonably necessary, including because of:

• illness or emergency;
• unsafe weather or drone conditions;
• access problems;
• force majeure events;
• legal or regulatory restrictions;
• technical failure;
• client non-payment or breach of terms.

Where we cancel a booking and are unable to provide the service within a reasonable alternative arrangement, we will discuss an appropriate refund or rebooking option.

16. Liability

Nothing in this policy excludes liability where it would be unlawful to do so.

Subject to that, we shall not be liable for:

• losses caused by weather, property readiness, access restrictions or client delay;
• third-party platform, hosting or technical failures;
• indirect or consequential losses;
• loss of sales, business, bookings, profit or opportunity.

Our total liability in connection with a booking shall not exceed the amount paid by the client for the relevant booking, unless otherwise required by law.

17. Contact

For booking queries, cancellations or rescheduling, please contact:

PBNJ Digital / PBNJ Socials Ltd
Email: pav@pbnjdigital.co.uk