How to Request A on the rocks Refund

• Order Number: Locate your unique order number associated with your photography service or product.
• Transaction ID: Gather the transaction ID from your payment receipt for reference.
• Service Details: Provide clear information about the specific photography service you received, including the date and type of service.
• Proof of Purchase: Include a copy of your receipt or invoice showing the payment made to On the Rocks.
• Evidence of Issue: If applicable, compile images, emails, or notes that highlight the reason for your refund request.
• Account Information: Have your On the Rocks account details ready for verification purposes.
• Communication History: Keep a record of any previous correspondence regarding your concern to streamline the process.

*Working days are Monday to Friday, and don't include public holidays.

**Refunds to gift cards can be processed immediately, depending on system updates and verification.

On the Rocks Photography values its clients and strives to provide a positive experience. Users may have certain rights regarding refunds based on their individual circumstances. Understanding these situations can help identify potential eligibility for refunds.

• Service Cancellation: Users who cancel a pre-paid photography session or package may qualify for a refund, provided the request is made at least 48 hours prior to the scheduled session. Orders canceled in less than that time frame may not be eligible for a refund.
• Event Rescheduling: If an event needs to be rescheduled and the new date is not available for the originally booked service, you might be eligible for a partial refund or credit for future services.
• Service Quality Issues: Should there be a valid concern regarding the quality of the delivered photographs, users are encouraged to reach out within a reasonable timeframe. Depending on the nature of the issue, this may qualify for a review and possible refund consideration.
• Package Modifications: If users have ordered a specific package that does not meet their expectations due to a change in service details, they may inquire about the possibility of a modified package or a refund.
• Account or Billing Questions: Users who have questions regarding their billing or subscription status are encouraged to reach out for clarification. Any discrepancies that arise from service agreements may be discussed for potential adjustments.

For any refund inquiries, users should refer to On the Rocks Photography’s official policies or directly contact customer support for assistance tailored to individual needs.

At On the Rocks, our users often find themselves navigating various scenarios that may lead to requests for refunds, typically centered around our photographic services and offerings. Here are a few specific examples of how users have successfully claimed refunds:

• Event Rescheduling: A customer booked a family photo session for a specific date, but due to unforeseen circumstances, they needed to reschedule. After discussing the changes with our support team, they were able to receive a refund for the original booking fee, which was then applied toward their new session date.
• Package Upgrade Clarification: A user initially purchased a basic photography package but later realized they wanted additional services. They contacted us to discuss upgrading their package, and while the initial fee was non-refundable, our team worked with them to ensure that the new package's cost would effectively cover the original amount paid, resulting in a smooth transition without additional charges.
• Service Interruption: A client reported issues accessing their online gallery shortly after a photo session. After an inquiry, we determined that a technical problem had temporarily affected their access. To resolve the inconvenience, we processed a partial refund for the service while maintaining their complete gallery access.
• Billing Inquiry for Subscription: A user on a subscription plan wanted clarification regarding their renewal date and was unsure if they had made a cancellation request. Upon review, it was found that they did fit the criteria for a refund due to a billing error from a previous month. Our customer service facilitated the user’s successful claim for that refund swiftly.

Tracking your refund status at On the Rocks is a straightforward process that can save you time and give you peace of mind. To stay updated on your refund, follow these merchant-specific tips for efficient tracking:

• Check Your Email Regularly: On the Rocks sends email notifications whenever there is an update on your refund status. Make sure to check your inbox (and spam folder) for any messages regarding your refund progress.
• Use the Mobile App: If you have the On the Rocks mobile app, you can check your refund status directly there. Look for the notifications tab to see any updates related to your refund request.
• Visit Your Account Dashboard: Log into your On the Rocks account and navigate to the account dashboard. Here, you can view your order history and find the specific order for which you requested a refund. Your refund status will be listed there.
• Billing Section Insights: The billing section within your account provides a detailed overview of all transactions. Check this section for updates on the processing of your refund and any applicable timelines.
• Order History Page: The order history page not only tracks past purchases but also reflects their current statuses. You can find an overview of any pending refunds or completed transactions and their corresponding dates.
• Contact Customer Support: If you haven’t received updates within the expected timeframe, don’t hesitate to reach out to On the Rocks’ customer support. They can provide real-time information about your refund status.