Refund Policy

This policy explains when and how refunds are issued for payments made through StudioOS. It applies to transactions processed through the Platform between studios and their customers.

StudioOS provides the technology that connects studios with their customers. The commercial terms of each booking — including deposits, advance payments and cancellation rules — are set by the studio, not by StudioOS.

This policy covers refunds for services booked and paid through the Platform. Where a studio has its own refund policy, the studio's policy applies to its customers.

Refunds may be issued in the following circumstances:

- The studio cancels a confirmed booking and the customer has already paid an advance or full amount for that booking.

- A service was paid for but not delivered, and the studio and customer agree that no alternative arrangement can be made.

- A duplicate or erroneous payment was made in error.

Refunds will not be issued where:

- The customer cancels a booking within the studio's stated cancellation window.

- The service has been fully delivered (for example, photography, editing or album delivery completed).

- The refund is requested solely due to a change of mind after delivery has commenced.

Customers should first contact the studio they booked with. If the issue cannot be resolved directly with the studio, or if the payment was processed incorrectly through the Platform, contact us at hello@studioos.app with your booking reference, quotation number and payment details.

Once a refund is approved, it will be processed to the original payment method within 7–10 business days, depending on the payment gateway and the customer's bank. Refund timelines beyond this period are governed by the applicable payment gateway.

If a refund dispute cannot be resolved between the customer and the studio, StudioOS will review the transaction records available through the Platform and make a reasonable determination. StudioOS's decision is final in relation to the Platform's processing of the refund.

We may update this Refund Policy from time to time. The current version will always be available on this page.