Refund & Cancellation Policy

Version: 1.0 Last updated: 8 July 2026 Effective date: 8 July 2026

PICTAURA

Refund & Cancellation Policy

This Refund & Cancellation Policy (the "Policy") sets out the cases in which a Client is entitled to a full or partial refund, how refunds are executed, and the obligations of each party upon cancellation or non-performance. This Policy is to be read together with the Terms of Service and Privacy Policy of the Pictaura platform, operated by Abdullah Mohammed Alotaiby under Commercial Registration No. 7042566971, Riyadh, Kingdom of Saudi Arabia.

1. General Principles

• All payments and refunds are processed exclusively through Tap Payments, licensed by the Saudi Central Bank (SAMA). Pictaura does not accept cash payments and does not issue cash refunds.
• Client payments are held in escrow and are not released to the Photographer until delivery is complete and the dispute window has closed. This means your money is protected throughout the booking.
• Approved refunds are returned to the same original payment method within no more than fourteen (14) business days from the date of refund approval.
• Banks or card issuers may take additional time to show the amount in your account; this period is outside Pictaura's control.

2. Cancellation by the Client

The Client may cancel a booking at any time through the Platform. The following refund rates apply to wedding and event bookings, calculated from the confirmed session date and time:

• More than 60 days before the session: Full refund minus a one hundred (100) SAR administration fee.
• 30 to 60 days before: 75% refund of the booking value.
• 14 to 30 days before: 50% refund of the booking value.
• 7 to 14 days before: 25% refund of the booking value.
• Less than 7 days before: No refund; the Photographer retains the full booking value in consideration of reserving the date and declining other opportunities.

3. Photographer Cancellation or No-Show — Full Client Protection

This Policy was designed first and foremost to protect the Client from exactly this scenario. If your Photographer cancels or fails to show up, you are fully protected regardless of timing:

• Photographer cancels at any time before the session: The Client is entitled to a full refund (100%) of the booking value with no deduction or administration fee — or, at the Client's choice, a rebooking with a replacement Photographer that Pictaura helps source.
• Photographer cancels within 72 hours of the session, or fails to attend: Pictaura immediately works to dispatch a backup Photographer from its emergency pool with equivalent or better experience, at no additional cost to the Client; the cancelling Photographer bears the cost difference out of their penalty under Section 7 of the Terms of Service. If a suitable backup cannot be sourced in time, the Client is refunded the full amount paid (100%).
• The Client never bears any cost caused by a Photographer's breach: The penalties imposed on a cancelling or no-show Photographer (up to 150% of the booking value under the Terms of Service) are what fund the backup Photographer — not the Client's money.
• No-show Photographers are permanently banned: Protecting future clients is part of this Policy. Failing to attend on the day of the session results in an immediate permanent ban and a financial penalty for the Photographer.

4. Non-Delivery, Under-Delivery, or Technical Failure

The Client has seven (7) days from the date of delivery to raise a dispute through the Platform, extendable once by three (3) days on a reasoned request. The following remedies apply:

• No photos delivered at all: Full refund (100%) to the Client; the Photographer is subject to penalties and a ban.
• Material under-delivery: Partial refund proportional to the shortfall against the deliverables agreed in the booking brief (example: 20 photos delivered out of an agreed 100 = proportional refund).
• Technical failure (out-of-focus images, severe exposure errors, corrupted files): A free reshoot where practically possible, or a proportional refund according to the extent of the defect.

5. Stylistic Dissatisfaction

If the Photographer has delivered the agreed scope and technical standard but the Client does not like the editing style or artistic direction, the Photographer must provide one free round of revisions. If disagreement persists, Pictaura mediates by reviewing the photos against the original booking brief. Personal taste alone — without a breach of the agreed specifications — is not grounds for a full refund. This rule protects Photographers from abuse and protects the credibility of the Platform.

6. Wedding Guarantee

• The Wedding Guarantee fee (200 SAR) is non-refundable after booking confirmation in ordinary circumstances.
• As an exception, this fee is refunded in full if Pictaura fails to provide any of the protections set out in Section 9.3 of the Terms of Service, and likewise if a backup Photographer cannot be dispatched when the Photographer cancels within 72 hours or fails to attend — in which case the Client is refunded the full booking value plus the Wedding Guarantee fee.
• If the Client cancels the booking, the Wedding Guarantee fee remains non-refundable, and the refund rates in Section 2 above apply to the booking value.

7. Force Majeure

If the session cannot take place for reasons beyond the control of both parties (natural disasters, government decisions, public health emergencies), a free rescheduling of the booking is offered with no penalty to either the Client or the Photographer. If rescheduling proves impossible within a reasonable period agreed by both parties, the Client is refunded the full amount paid.

8. How to Request a Refund

• All refund requests and disputes are submitted exclusively through the dispute feature within the Platform, within the timeframes set out in this Policy.
• The Client should attach supporting evidence to the request (the photos received, the booking brief, in-platform correspondence).
• Pictaura reviews the request and the evidence from both parties and issues its decision, which is binding for the purposes of releasing or refunding escrow funds, without prejudice to either party's right to resort to the competent judicial authorities in the Kingdom.
• Wedding Guarantee requests are handled with priority within forty-eight (48) hours of complete documentation.

9. Protecting the Platform from Refund Abuse

Just as this Policy protects the Client from a Photographer's breach, it protects the Platform and compliant Photographers from abuse:

• False or misleading claims in refund requests (such as denying receipt of photos actually delivered through the Platform, or misrepresenting the booking brief) result in rejection of the request and may result in account suspension or closure.
• Repeated refund requests in a pattern indicating abuse are subject to review, and Pictaura may require additional verification before accepting new bookings.
• Before opening any bank chargeback with your card issuer, we invite you to contact us first through the Platform — the internal dispute mechanism is faster, and the full booking record, correspondence, and delivery log are retained by us and will be provided to the bank in response to any chargeback. Chargebacks on transactions that were performed and delivered in accordance with the booking brief may be treated as abuse.
• No refunds are issued for services performed and delivered in accordance with the booking brief after the dispute window has passed without objection.

10. Changes to This Policy

Pictaura may update this Policy from time to time. Changes apply only to bookings made after their effective date; existing bookings remain governed by the version in force at the time the booking was confirmed. Active users are notified of material changes at least thirty (30) days in advance.

11. Contact

• Refund requests and disputes: Through the dispute feature within the Platform
• General support: support@pictaura.com
• Legal affairs: legal@pictaura.com
• Operator: Abdullah Mohammed Alotaiby, Commercial Registration No. 7042566971, Riyadh, Kingdom of Saudi Arabia

By using the Pictaura platform and completing any booking, you acknowledge that you have read and agreed to this Refund & Cancellation Policy.