Refund policy

Updated October 3, 2026.

Cancellations, postponements and refunds for services

This policy concerns Solutello’s marketing, web, photography and video services. The accepted proposal and conditions of the selected offer specify the arrangements for your engagement. Existing agreements retain the terms accepted when they were concluded, subject to applicable law.

Contact us

For a cancellation, change of date or refund request, email info@solutello.com or call 514 346-4644. Include your name, the company where relevant, and the offer or invoice reference. We will review the work completed, authorized expenses and applicable terms, and provide a breakdown of any amount retained or refunded.

Portrait packages

The detailed terms are available with the professional portrait, Signature portrait and team portrait bank offers. These terms provide a full refund if no work has been completed and no approved special expense has been incurred. Otherwise, only completed work, calculated proportionately to the agreed price, and actual authorized expenses may be retained, within the limits of the law. A breakdown is provided, and the refundable balance is returned within 14 days of cancellation.

For a portrait date change, please give at least 48 hours’ notice where possible. Rescheduling is subject to availability and carries no administrative fee. A later unforeseen event or absence does not automatically forfeit a payment or a team session; contact us promptly. The team bank’s unused balance is refundable according to its own terms.

Events and business engagements

Use the cancellation and postponement arrangements in your accepted proposal. A timing rule or charge negotiated for one event is specific to that engagement. It does not automatically apply to other clients, portrait packages or other services. If the agreement does not resolve your situation, contact us to review the work already completed, authorized commitments and applicable rights before any deduction.

Problems with a delivery

If a delivered service does not match what was agreed, tell us what is wrong. We will review the issue and the applicable corrections, replacement work or refund. A request concerning a service or digital file does not require a physical return shipment.

Your rights

This policy does not limit mandatory consumer protections, legal warranties or remedies. Where a legal rule grants a more favourable right, that right remains available.