Refunds and revisions
Because each portrait is prepared for one customer, the fairest solution depends on how far the custom work has progressed.
Before portrait work begins
If you ordered by mistake or need to cancel, contact the studio as soon as possible with the order number and checkout email. If custom work has not begun, we will review the cancellation and refund request promptly.
After the first proof
One thoughtful refinement is included. Use it to explain what does not yet feel right about the expression, markings, crop, color or atmosphere. We will address that feedback within the scope of the original photo and chosen direction.
If the service cannot be completed
If KeptPaw cannot complete the paid portrait as described, contact the studio so the order can be reviewed for a suitable remedy, which may include correction, replacement delivery or refund depending on the circumstances and applicable law.
After final approval and delivery
Approval confirms that you accept the final portrait shown in the proof. If the delivered file is missing, corrupted or materially different from the approved proof, contact us so we can correct the delivery. A change of preference after approval is not the same as a defective file.
How to request help
Email hellow@keptpaw.com with the order number, checkout email and a concise description of the issue. Do not send passwords or complete payment-card details. Nothing in this policy limits consumer rights that apply by law.