Company Policies

   Customer service

 

o   We will greet our customers in a courteous and professional manner.

o   We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.

o   We will inform our customers of normal process time, when they can expect completion and any delays that may arise in the process.

o   We will touch base with our customers to update them as to where we are in the process.

o   We will finish our encounters with our customers in a courteous and professional way.

 

       After sales service

o   All sales are final and there are no refunds or exchanges except in the case of manufacture defect. Should you have a defected product, contact us as soon as possible and we will rectify the situation.

o   Should client request any additional retouching or image resizing, we will be happy to comply. Contact us and let us know what you need.

             Complaint management

o   Complaints must be made by email sent to cs@urbanphotographymtl.com. We take maximum 2 business days to look over the problem on our side and come to a solution. We may need to contact the client for more information regarding the problem. We will present the solution to the client in written form via email.

       Method of payment

o   We accept payments made by cash, credit card or cheques made out to Urban Photography MTL.

       Application of sales tax

o   In compliance with Quebec law, we charge sales tax on all products and services.

       Copyright

o   All photographs taken by Urban Photography MTL are our property, will remain our property and are protected by Canadian Copyright Laws. Clients agree to not copy any photograph taken by Urban Photography MTL without express, written permission. If digital files are released, Urban Photography MTL retains copyright to these images. Clients may not alter these images in any way, present them as the client’s own work, sell them, enter them into contests or publish them without express written consent from Urban Photography MTL. Violators of this federal law will be subject to its civil and criminal penalties.

       Penalties
o   Late payments

§  Should the session fees be late, there is a fee of 10% of the total amount.

§  Fees for portraits are due 7 days in advance of the session.

§  Fees for events are due 30 days before or at the time of booking if booking occurs within 30 days of the event.

§  Fees for corporate photography are due 30 days before the scheduled date or at the time of booking if booking occurs within 30 days of the scheduled date.

o   Bounced checks

§  There is a non-refundable charge of $50 plus all collection fees on bounced checks.

o   Reopening galleries

§  Once a gallery expires it automatically gets archived. There is a fee of $50 to retrieve the gallery from the archives and reopen it.

o   Breach of contract

§  Any unapproved image usage (entering contests, supplying to third parties, commercial use with a personal use license, etc.) will incur an additional fee determined by usage.

       Privacy

o   Any personal information collected by Urban Photography MTL is solely for internal uses and is stored in a secure manner. It will not be given or sold to third parties. Visitors to our website will have the option to sign up for our email newsletter. They can unsubscribe at anytime should they wish to no longer receive it.

 

             Hours of operation

o   The office of Urban Photography MTL is open Monday-Wednesday 9AM-5PM and Thursday-Friday 10AM-9PM. We are available by appointment outside those hours. Contact us for more information.

       How to contact the company

o   By phone: 514-366-0101

o   By email: info@urbanphotographymtl.com

o   Through the Contact form on our website

       Response time

o   While we are in the office we make every effort to respond to emails and phone calls right away. But please give us up to 1 business day to reply to phone messages and 2 business days to reply to emails.

              Code of conduct

o   We reserve the right to terminate a photo session should there be any form of harassment towards our staff. This includes but is not limited to, unwelcome sexual advances and verbal or physical aggression. Should our photographer(s) have to leave an event as a result of harassment or aggression, Urban Photography MTL is not responsible for incomplete coverage and there will be no refund.