Our number one goal is a great portrait experience for everyone!

Please review our policies to ensure a smooth process. 

1. Our photographers are the only photographers allowed on a scheduled session. Please do not bring a backup photographer to your session to be shooting the same sets. If this happens, you will be forfeiting your 16x20 mounted print. 
2. You MAY NOT request or offer the photographer any incentive to provide you with images outside of your interactions with your client manager. As contract, work-for-hire photographers, the photographers do not own the copyright to the images and therefore any distribution of images by them is considered theft. We will terminate your ordering appointment and you will forfeit your 16x20 mounted print and if the photographer complies, their partnership with Vacanva will be terminated. 
3. WE DO NOT PROVIDE ONLINE PROOF GALLERIES. Due to image theft issues, we strictly do not provide image galleries prior to, or after your zoom ordering appointment. 
4. BULLYING: Our client managers and photographers have the right to terminate your appointment at any point if they feel threatened, bullied, or in any way unsafe or if they feel you are bullying or threatening anyone else in your party. At this point you forfeit your images and included print.  Please be kind. 
5. WE WILL NOT ADD OR DELETE PEOPLE FROM IMAGES. If you have a family member who is unable to attend your session, we will not be adding them from another image in post production. If there is someone in your images you wish to remove, we will also not be performing that service. 
6. EDIT REQUESTS: We will do our best to handle any and all edit requests after your initial ordering appointment. HOWEVER, once you receive your finished gallery, you have 1 round of additional edits to request further changes. Please send those requests via email to your client manager with the image number and the specific request. After that, all additional edits will be charged. Complementary 16x20's are allowed the following edits complementary: basic blemish removal, 1 headswap, minor hair flyaway correction. All other edit requests for this print will incur a charge. 
7. HEAD SWAPS: You are able to request up to 1 head swap on your included 16x20 mounted print image, 5 head swaps on any Satisfy or Love collection, and 8 head swaps on any Crave collection. Above these amounts, additional head swaps will incur a $20/head charge. 
8. RESCHEDULING: We understand that life happens, and sometimes you need to reschedule. However we are serving a large volume of clients and also value the time of our team. You are allowed a MAXIMUM 2 collective reschedule requests on your appointments. (Including consultation, shoot and ordering appointment) All further requests will incur a $75 fee. If the reschedule request comes from our side or is an issue of weather, these will not count towards your 2 reschedule requests. 
9. SPECIAL NEEDS AND REQUESTS: Please notify your client manager at your consultation of any special needs, mobility issues or special requests so that we can ensure that your photographer is prepared. 
10. Your photographer will contact you within the 24 hours before your session. If you are having any issues with the accessibility of your client manager or your photographer, please email [email protected] with your concerns so that we can address them ASAP. 
11. WE CAN NOT COMBINE donation sessions to allow 2 complementary 16x20’s from a single session. 
12. PLEASE HAVE ALL DECISION MAKERS AVAILABLE for your ordering appointment. You will be placing your order at this appointment and any additional appointments will incur a $75 fee. 
13. WE WILL NOT EDIT UNPURCHASED IMAGES. Your ordering appointment will have a collection of images to choose from that have been "pretouched" meaning they have been through an initial cull to remove any light tests, blinks or excessive duplicates. They have also been through a basic color and exposure correction. Any edits beyond that will be applied after your images are PAID IN FULL and not before. 
14. PRINT APPROVALS: YOU HAVE 1 WEEK to approve any print and edit proofs once they have been sent to you. After that 7 days, there is a $5 fee per day for us  to maintain your live collection with the art department before we send your images to print. This includes album design and final edit requests for all final collections. We can not send to print without your approval. 
15. ALL SALES ARE FINAL. Due to the custom nature of our work and the speed of our team, once you have purchased your collection, our art department will get to work very quickly. (Often, within a couple of hours.) Therefore, once you have paid, there can be no refunds to your collection. 
16. IF YOUR PRINT PIECES ARRIVE WRONG: If your printed artwork arrives damaged, or with an incorrect image, or something different than your approved proofs, please contact your client manager immediately so that we can fix your order. Send photos of the problem and a description of why it is incorrect so that we can find the issue and rectify it. If the problem is that you now do not like something that you approved, or you approved a spelling error, there will be a reprinting charge. 
17. YOU MAY NOT TAKE SCREENSHOTS OF YOUR ORDERING APPOINTMENT. Vacanva is a portrait company and as such, our product is digital and printed images. Taking screenshots of the images during your ordering appointment is strictly prohibited and equates to theft and will incur charges, penalties and if necessary, consequences of the law. 
18. RESCHEDULING ON THE CALENDAR SYSTEM: You may use the "reschedule" button on the calendly confirmation emails and texts for consultations and ordering appointments up to 4 hours before your meeting time. If it is within 4 hours, please email your client manager for any changes. PORTRAIT SESSIONS MAY NOT be rescheduled using the "reschedule" button. There are many factors that go into a selected portrait session time slot including lighting, travel time, photographer workload, and more. Please contact your client manager to reschedule your portrait session.
19. IMAGE PRIVACY: We understand and honor that not everyone is comfortable or able to share their images online. IF YOU WANT TO OPT OUT of letting us use your images for our marketing purposes. Please tell your client manager so that they can indicate in our system that you are a NO SHARE client. HOWEVER- our system relies on a third party file management service to transfer all files from the photographer, to our art department, to the client manager and is accessible to our full team and therefore we do not have final control over the accessibility of all files. Please note this if you do not want your images on the internet as Vacanva may not be the best fit for you. 
20.  ARTISTIC RIGHTS: Vacanva retains the right of discretion in selecting the final photographic materials released to the client as well as the full legal copyright to the images. Vacanva also retains the right to make adjustments to the photographs in post-processing as the photographer deems within their creative control.  
21. PLEASE ALLOW: 
    - 1 Week After the invoice is paid in full to receive your edited digital collection
    - 2-3 Weeks after the client approves the digital files and/or album proof for mounted prints and album delivery
    - 6-8 weeks after the client approves the digital images for matted prints and portrait box delivery
    - 8-10 Weeks after the client approves the digital proof for wall art delivery
22. WE DO NOT DELIVER UNEDITED IMAGES. All images delivered to the clients must be paid in full and finished by the Vacanva art department.