1. Our promise
At Benslie, we want every client to love their portraits. Our Triple Satisfaction Guarantee is a promise that we will keep working with you at every stage of your commission until you are genuinely happy.
1. The Session: your photography session, whether on location or in your own home with our home studio.
2. The Images: the editing of your photographs and, for Heirloom Hound Series clients, the creation of your composite artwork.
3. The Final Product: your finished prints, framed artwork or digital products, and their delivery to you.
These terms explain exactly how the guarantee works, what we will do, what we ask of you, and where its limits lie. Please read them before booking. By paying your deposit, you confirm that you have read, understood and agreed to them, alongside our booking terms, cancellation policy and copyright policy.
It is a commitment to put things right. If you are not happy at any of the three stages, and you tell us in the way and within the time set out below, we will work with you to resolve it. That may mean additional session time, further edits, revised artwork, a reprint or a replacement, depending on the stage and the issue.
It is not a refund guarantee. Our work is bespoke and, in many cases, made to order for a single client. The guarantee promises effort, revision and correction, not the return of your money. Any refund is at our sole discretion, except where the law says otherwise (see section 13).
It does not affect your legal rights. Nothing in these terms limits your statutory rights as a consumer.
In these terms:
- "We", "us", "Benslie" means Benslie: Heritage Pet Photography.
- "You", "the client" means the person who booked and paid for the session.
- "Session" means your photography session, lasting approximately 60 to 90 minutes, unless your package states otherwise.
- "Package" means the session, images, products and services you selected and paid for, as confirmed in writing.
- "Heirloom Hound Series" means our composite artwork service, styled after 18th-century master paintings, as described in your commission confirmation.
- "Brief" means what was agreed between us during your consultation call and in your written booking confirmation, including session type, location, products and any specific requests.
- "Working day" means Monday to Friday, excluding UK public holidays.
To be covered by the guarantee:
1. You must have attended a free consultation call with us before booking. This is where we agree your Brief and set expectations for the session, process and products.
2. You must have paid your deposit and complied with the booking terms in force at the time.
3. Your concern must relate to your own Package, and must be raised by the person named on the booking (or someone they have authorised in writing/email).
4. You must make your claim in the way, and within the time limits, set out in sections 5 to 7 and section 8.
The guarantee is personal to you and cannot be transferred or sold.
5.1 What we promise
We will plan your session carefully, arrive prepared, and work patiently with you and your pet. If you feel that the session did not deliver what was agreed in your Brief, we will work with you to put it right.
5.2 How we will resolve it
Depending on the circumstances, we may:
- extend the session on the day, where time and conditions allow;
- offer one additional shoot at no extra charge, at a mutually agreed date, time and location within our normal service area.
- where a full reshoot is not appropriate, agree with you a targeted second session to capture the specific images that were missed.
5.3 Raising a session concern
Please tell us during your session so that we can act while the experience is fresh. We will also check with you if you're happy to end the session, that we've met your expectations, and if there's anything that you think we've missed, we will cover it and continue to shoot until you're satisfied.
5.4 What is reasonable
Working with animals is unpredictable, and we want to be honest about this. The guarantee covers our planning, skill, approach and effort. It does not guarantee any specific pose, expression, behaviour or moment. In particular, it does not cover:
- a pet who is unwell, injured, in season, or unable to take part on the day, where this was not disclosed to us beforehand;
- a pet's behaviour, where we have made reasonable and sustained efforts to work with them;
- weather conditions on the day, where the shoot went ahead as planned (see section 10);
- delays, obstructions or limitations caused by the client, other people or other animals at the session, or by the location;
- sessions where the client did not follow reasonable preparation advice we provided (for example, regarding grooming, treats, exercise or the availability of the pet).
5.5 Multiple pets
Sessions with more than two pets from the same household are subject to the additional per-pet supplement stated in your booking (currently £50 per additional dog). If additional animals join a session without prior agreement, extra time or charges may apply, and the reshoot provisions in this section will apply to the pets named in your booking.
6.1 What we promise
Every image you receive will be edited to our professional standard and will reflect the style, look and feel shown in our portfolio and discussed in your Brief. If you are not happy with your edited images, we will revise them.
6.2 Standard sessions
- We will deliver your images within 2 weeks of your session, unless we tell you otherwise. This is our normal turnaround and not a fixed guarantee of delivery on a given day.
- You may request revisions to your edited images, such as adjustments to crop, colour, tone, retouching or the selection of images. We will make 2 rounds of reasonable revisions at no extra charge.
- Requests for revisions must be made in email within 14 days of delivery of the images.
- Where you request changes that fundamentally alter the style of our work (for example, a heavy filter style or a look that is very different from our portfolio), we may treat this as an additional service and quote for it separately. We will always tell you before doing so.
6.3 Heirloom Hound Series commissions
The Heirloom Hound Series is a bespoke, multi-step process. It begins with a home studio shoot, followed by up to 20 hours of research and capture of unique landscapes to tell your dog's story, followed by extensive compositing to create your final artwork.
Because of this, the guarantee operates at each step:
- Concept stage: Before compositing is complete, we will share our proposed direction, including the landscape, setting, and overall feel, so that you can comment early.
- Proof stage: We will share a digital proof of your finished composite before anything is printed. You may request 2 rounds of reasonable revisions at no extra charge, such as adjustments to colour, lighting, positioning, details or elements within the scene.
- Approval: Once you approve the final proof in writing/email, we will proceed to print and framing. Please check the proof carefully, as approval confirms you are happy with the design.
-Turnaround: The Heirloom Hound Series takes at least 6 weeks from your session. This is an estimate, and time spent on revisions, or waiting for your feedback, is not counted as a delay on our part.
-Limited availability: We accept only 20 Heirloom Hound Series commissions each year. To protect the time we have committed to every client, revision rounds must be completed within the timescales in section 8, and we may not be able to hold a commission open indefinitely.
6.4 Copyright and editing
To protect the integrity of our artwork, all edits and revisions are carried out by us only. In line with our copyright policy, clients may not edit, alter, filter or retouch delivered images. If you edit an image yourself or have it edited by a third party, the guarantee no longer applies to your entire booking.
6.5 What is reasonable
The Images guarantee does not cover:
- requests that change the agreed Brief after work has begun, such as a different concept or product, which we may quote for separately;
- personal preferences that conflict with the style of Benslie's work;
- requests to add elements that we did not photograph or that are not achievable from the images captured;
- revisions requested after the time limit in section 8, or beyond the agreed number of rounds, except where we choose to help as a gesture of goodwill.
7.1 What we promise
Your prints, framed artwork and digital products will be produced to a high standard, packaged carefully, and delivered in good condition. If they are not, we will put it right.
7.2 What we will do
If your final product arrives damaged, faulty or not as approved, we will, at our discretion and depending on the issue:
- reprint the piece, at no extra cost to you;
- replace or repair the frame or other components;
- replace the item; or
- correct and re-supply digital files.
Where a product is damaged in transit, we will arrange the replacement and deal with the courier, provided you have followed the steps in section 7.3.
7.3 What we need from you
To make a Final Product claim, please:
1. Inspect your order promptly on receipt, ideally on the day of delivery and no later than 48 hours afterwards.
2. Photograph any damage or fault, including the outer packaging and, where possible, the courier's label.
3. Keep all packaging until we have confirmed how to proceed. We may need it for a courier claim.
4. Contact us by email within 24 hours of delivery, with your photographs and a description of the issue.
5. Where we ask, return the item to us at our cost so we can assess it, unless it is impractical to do so. We will confirm how to send larger framed pieces safely.
7.4 What is reasonable
The Final Product guarantee covers manufacturing faults, printing errors, physical damage and errors made by us. It does not cover:
- changes of mind, or a wish to change the size, frame, finish or image after you have approved the final proof and printing has started;
- minor and unavoidable variations in colour between a screen and a printed piece. All screens display colour differently, and fine art paper has its own characteristics. We will always take reasonable steps to produce colour that matches the approved proof;
- damage caused after delivery, including accidents, poor handling, incorrect hanging, exposure to direct sunlight, damp, heat or moisture, or ordinary wear and tear over time;
- items that have been altered, re-framed, or repaired by anyone other than us;
- delays or loss caused by the courier or other events outside our control, although we will assist you in dealing with the courier.
1. Contact us by email at hello@benslie.com, or by the contact form on our website, with the subject line "Guarantee Claim".
2. Include your name, the date of your session, which of the three stages your concern relates to, a clear description of the issue and, where relevant, photographs.
3. Time limits. Unless the circumstances mean it cannot be done, we ask that you raise concerns within:
- Session: During the session.
- Images: 3 days of delivery of the images or proof.
- Final Product: 24 hours of delivery.
If you need longer, please ask us, and we will consider it in good faith. The time limits are there so that we can resolve issues efficiently, not to catch anyone out.
4. Our response. We will acknowledge your claim within 5 working days and aim to propose a resolution within 14 working days of receiving all the information we need.
5. Working together. We may ask you to talk through your concerns by phone or video so that we understand exactly what you would like changed. We will agree with you, in writing/email, what we will do and when.
We will:
- listen and take your feedback seriously;
- act promptly and communicate clearly at every stage;
- explain honestly what is and is not achievable;
- keep working with you until we reach a solution you are happy with, within the reasonable limits set out in these terms.
Where we cannot agree, we will explain our position in writing/email. We would always rather find a solution that works for both of us, so please talk to us first.
The guarantee works alongside our existing booking terms, which continue to apply in full:
- Deposit: A non-refundable deposit in full of the session fee is required to secure your booking. The guarantee does not entitle you to a refund of the deposit.
- Weather: Your session will go ahead as planned unless a serious weather warning is issued. Ordinary poor weather is not a reason to claim under the guarantee, and we will do our best to make the most of the conditions on the day.
- Rebooking: If a serious issue arises on your side, you may rebook once to a new available date and time, provided you give us as much notice as possible and no less than 24 hours, unless the serious issue makes this impossible. A rebooking is not a use of the guarantee. Subsequent changes may be treated as a cancellation, and the deposit will not be refunded.
- Reshoots under the guarantee are separate from rebookings, and are only available following a session that has already taken place.
The guarantee may not apply, or may be withdrawn, in any of these situations:
1. The client has failed to attend the consultation call, or has not disclosed information that is relevant to the session (for example, a pet's health, temperament or limitations).
2. The claim is not made within the time limits, and no agreement has been made for an extension.
3. The client has edited, altered or re-used images in a way that breaches our copyright policy.
4. The client has entered images into competitions or has credited them as their own work.
5. The client's balance or any agreed payment is outstanding.
6. The client has behaved in an abusive, threatening or unreasonable manner towards us or anyone working with us. We will always try to resolve concerns constructively, but reserve the right to end our involvement and to decline further work if behaviour makes it impossible to continue.
7. The claim is dishonest, or made in bad faith.
8. The circumstances are outside our reasonable control (see section 12).
We are not responsible for delays or failures caused by events beyond our reasonable control. This includes severe weather, illness or injury to us or to a pet, accidents, equipment or supplier failure, courier problems, power or internet failure, public health restrictions or other emergencies. Where this happens, we will tell you as soon as we can and work with you to agree a new date or a way forward.
These terms give you rights in addition to, and not instead of, your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. In particular:
- Goods must be of satisfactory quality, fit for purpose and as described.
- Services must be carried out with reasonable care and skill.
- Where a product or service does not meet these standards, you may be entitled to a repair, replacement, price reduction or refund, regardless of anything stated in this document.
Cancellation rights for distance sales. Where you book with us online or by phone, you may have a right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not generally apply to goods made to a consumer's specifications or clearly personalised, such as bespoke portraits and framed artwork. It also may be reduced or lost once a service has started at your request. We will explain how this applies to your booking when you make it.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be excluded or limited.
Subject to section 13, our total liability to you in connection with a Package, whether in contract, negligence or otherwise, is limited to the total price you paid for that Package. We are not liable for indirect or consequential loss, or for any loss of an event, opportunity or sentimental value that could not reasonably have been foreseen at the time of booking.
If you are unhappy with how we have handled your claim, please email us, explaining why, and we will review it and respond within 5 working days. If we are still unable to resolve your complaint, you may be able to use an alternative dispute resolution service. Consumer Scotland and Advice Direct Scotland can provide free guidance on your options.
These terms, and any dispute arising from them, are governed by the law of Scotland, and the Scottish courts will have jurisdiction, unless the law where you live gives you the right to bring proceedings elsewhere in the UK.
We may update these terms from time to time. The terms in force when you paid your deposit are the ones that apply to your booking. The latest version is always available on our website.
Benslie: Heritage Pet Photography
Email: hello@benslie.com
Website: benslie.com
Ayrshire, Scotland