FAQ / ISSUES

Customer issues

  • The customer is being rude.

    We sincerely apologize for this. We want to ensure you have a great experience on all of your shoots. If you feel you are being treated badly please politely decline the photoshoot with the customer. In doing so please go into your app and into the job which you are contesting and cancel the order with an explanation that reflects this.

  • The photo shoot location feels unsafe.

    We sincerely apologize for this. We want to ensure you have a great experience on all of your shoots and that you are safe. If you feel that the photoshoot location is unsafe, please cancel the photoshoot. We would appreciate if you request a cancellation before the 48HR window so that it gives us enough time to find a back up solution.

 

General issues

  • I have a last minute emergency.

    Please contact your local community manager here → so we can find a replacement.

  • I have a different issue and need to contact someone.

    Please contact your local community manager here. →

 

Issue with photoshoot

  • The customer did not provide best shooting environment.

    If there is an issue with the photoshoot location that prohibits you to shoot and or deliver expected quality, please do as follows: cancel photoshoot and attach a reason as to why it has been cancelled.

  • I spent more time than scheduled at the photoshoot.

    There is a 15 min grace period which we ask all photographers to give customers. If you choose to stay beyond this which in turn has you spending more time at the photoshoot location you will be paid only for the original package. The other option is to cancel the shoot after the grace period and attach the correct reason for the cancellation so that we can compensate you correctly and reschedule the shoot.

  • The customer is asking me to deliver beyond the creative brief.

    Please politely decline shooting any items that are not on the shotlist and or a different direction from the creative brief. Please log this information into the job notes section on the app.

  • The customer is asking for the images.

    Please politely decline submitting images directly to the customer. Please log this information into the job notes section on the app so we can share this with our partner.

 
 
 

 
 
 

Support

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