Refund Policy

At High Class Secret, we strive to provide exceptional service to all our clients and models. This Refund Policy outlines the terms and conditions under which refunds may be issued for payments made to our agency.

1. General Refund Principles

High Class Secret operates on the following refund principles:

• We are committed to fair and transparent refund practices
• Refund eligibility depends on the type of service and circumstances
• All refund requests must be submitted in writing
• Refunds are processed within 14-30 business days after approval
• Processing fees may apply to certain refund transactions
• Refunds are issued using the original payment method when possible

2. No Upfront Representation Fees

We earn commission only when our represented models work. Our business model is built on the success of our talent, not on upfront fees.

3. Services Subject to Refund Policy

This Refund Policy applies to the following paid services (when applicable):

3.1 Professional Development Services

• Portfolio photography sessions
• Professional makeup and styling services
• Modeling workshops and training programs
• Career consultation services
• Digital portfolio development

3.2 Client Booking Services

• Model booking deposits
• Event appearance fees
• Campaign booking payments
• Rush booking premium charges

3.3 Additional Services

• Expedited processing fees
• Travel arrangement deposits
• Accommodation booking fees
• Visa assistance services (administrative fees)

4. Refund Eligibility and Conditions

4.1 Full Refund Eligibility

You may be eligible for a 100% refund in the following circumstances:

• Service Not Provided: If we fail to provide the service for which payment was made within the agreed timeframe
• Duplicate Payment: If you were charged twice for the same service due to technical error
• Cancellation by Agency: If High Class Secret cancels a service or booking for any reason
• Fraudulent Charges: If charges were made without your authorization
• Service Defects: If services rendered are materially deficient from what was agreed upon

4.2 Partial Refund Eligibility

Partial refunds may be issued in the following situations:

• Early Client Cancellation: Booking cancellations made within specified notice periods
• Weather/Force Majeure: Postponed events due to circumstances beyond anyone's control
• Partial Service Completion: When some but not all agreed services were provided
• Mutually Agreed Modifications: When service scope is reduced by mutual agreement

4.3 No Refund Circumstances

Refunds will NOT be issued in the following situations:

• Services that have been completed as agreed
• Digital products or downloads after they have been accessed
• Cancellations made without proper notice (as specified in service agreements)
• Changes of mind after services have been rendered
• Failure to attend scheduled appointments without prior notice
• Dissatisfaction due to unrealistic expectations not communicated in advance
• Third-party service fees (photographer fees, makeup artist fees, etc.)
• Travel or accommodation costs already incurred
• Commission on completed bookings

5. Booking Cancellation and Refund Schedule

For client bookings of models, the following cancellation and refund schedule applies:

Notice Period Before Booking	Refund Percentage	Conditions
30+ days	100%	Full refund minus processing fee (5%)
15-29 days	75%	Partial compensation for model availability hold
7-14 days	50%	Significant model opportunity cost
3-6 days	25%	Limited ability to rebook model
Less than 3 days	0%	No refund; full payment due
Day of booking	0%	No refund; full payment due plus potential penalty

Note: These percentages may be modified in individual booking contracts based on specific circumstances, project scope, or client relationship.

6. Force Majeure and Extraordinary Circumstances

In cases of force majeure or extraordinary circumstances beyond anyone's control, special refund considerations apply:

6.1 Qualifying Events

• Natural disasters (earthquakes, floods, severe storms)
• Pandemic or public health emergencies
• Government-mandated closures or restrictions
• War, terrorism, or civil unrest
• Severe transportation disruptions
• Serious illness or medical emergencies

6.2 Force Majeure Refund Policy

In force majeure situations:

• We will work with clients to reschedule services when possible
• If rescheduling is not feasible, refunds will be evaluated on a case-by-case basis
• Credit toward future services may be offered as an alternative to refunds
• Expenses already incurred (travel, third-party fees) are typically non-refundable
• Good faith efforts to find mutually acceptable solutions will be prioritized

7. Commission Refunds for Models

7.1 Commission Structure

Models represented by High Class Secret pay commission on completed bookings as specified in their representation agreements. Standard commission rates typically range from 15-20% of booking fees.

7.2 Commission Refund Eligibility

Commission refunds to models may be issued if:

• A client fails to pay for a completed booking
• Calculation errors resulted in overcharging commission
• Disputed charges are resolved in the model's favor
• Services promised by the agency were not provided

7.3 Non-Refundable Commissions

Commissions are NOT refundable for:

• Completed bookings where payment was received
• Opportunities secured through agency efforts
• Administrative and operational costs already incurred
• Marketing and promotional services provided

8. Professional Development Service Refunds

8.1 Photography Session Refunds

For portfolio photography sessions:

• Before Session: Full refund if cancelled 72+ hours in advance (minus booking fee)
• 48-72 Hours: 50% refund
• Less than 48 Hours: No refund (photographer fees already committed)
• After Session: No refund once session is completed
• Dissatisfaction with Results: Reshoots may be offered; refunds evaluated case-by-case

8.2 Workshop and Training Refunds

For modeling workshops and training programs:

• Before Program Start: Full refund if cancelled 7+ days before start date
• 3-7 Days Before: 50% refund
• Less than 3 Days: No refund
• After Program Begins: No refund; credit toward future programs may be offered
• Incomplete Attendance: No refund for missed sessions

8.3 Digital Products and Services

For digital portfolio development, online materials, and downloadable content:

• Refunds must be requested within 7 days of purchase
• Products must not have been downloaded or accessed extensively
• Technical issues preventing access qualify for full refund
• Dissatisfaction after extensive use does not qualify for refund
• Customized digital work is generally non-refundable once delivered

9. Refund Request Process

9.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Email [email protected] with "Refund Request" in the subject line
2. Include Required Information:
   • Your full name and contact information
   • Service description and date of payment
   • Payment amount and method
   • Transaction reference or invoice number
   • Detailed reason for refund request
   • Supporting documentation (if applicable)
3. Wait for Review: We will acknowledge receipt within 48 hours
4. Provide Additional Information: Respond promptly to any requests for clarification
5. Receive Decision: Final decision communicated within 7-14 business days

9.2 Review Process

All refund requests undergo the following review:

• Verification of payment records and service agreements
• Assessment against refund policy criteria
• Review of any supporting documentation
• Consideration of exceptional circumstances
• Management approval for refunds over certain thresholds

9.3 Refund Processing Timeframe

Once a refund is approved:

• Processing begins within 3 business days
• Credit card refunds: 7-14 business days to appear on statement
• Bank transfer refunds: 5-10 business days
• International transfers: Up to 30 business days
• PayPal or digital wallet refunds: 3-5 business days

10. Dispute Resolution

10.1 Internal Dispute Process

If you disagree with a refund decision:

1. Request escalation to senior management within 14 days of decision
2. Provide any additional supporting information
3. Management will conduct secondary review within 14 business days
4. Final decision will be communicated in writing with explanation

10.2 Alternative Dispute Resolution

If internal resolution is not satisfactory:

• Mediation services may be proposed for disputes over £500
• Both parties would share mediation costs equally
• Mediation is non-binding but encouraged before legal action

10.3 Chargebacks

Regarding credit card chargebacks:

• We encourage direct contact before initiating chargebacks
• Chargebacks may result in account suspension pending resolution
• We will contest chargebacks if services were properly provided
• Frivolous chargebacks may result in permanent account termination

11. Special Circumstances and Exceptions

11.1 Goodwill Gestures

High Class Secret may, at its sole discretion, offer:

• Partial refunds in situations not covered by this policy
• Service credits or vouchers as alternatives to refunds
• Complimentary services to resolve dissatisfaction
• Extended service periods or additional value

Such gestures do not establish precedent or obligation for future situations.

11.2 Long-Term Client Relationships

For established clients with ongoing relationships:

• Greater flexibility may be shown in refund considerations
• Payment plans or deferred billing might be offered instead of refunds
• Credits toward future bookings may be more readily available

11.3 Unusual Hardship

In cases of documented unusual hardship (medical emergencies, family deaths, etc.):

• We will consider exceptions to standard refund policies
• Supporting documentation will be required
• Decisions will be made with compassion and reasonableness

12. Third-Party Service Fees

Please note that certain fees paid to third parties are generally non-refundable:

• Photographer Fees: If photographer has been booked, their fees are typically non-refundable
• Venue Rentals: Studio or location rental fees paid to third parties
• Travel Expenses: Airline tickets, hotel bookings made on your behalf
• Visa Processing: Government fees for visa applications
• Styling Services: Makeup artists, hair stylists, wardrobe stylists already booked

We will work with third-party vendors to recover costs when possible, but cannot guarantee refunds for their services.

13. Payment Processing Fees

Understanding processing fees:

• Credit card processing fees (typically 2-5%) are generally non-refundable
• International transaction fees cannot be recovered
• Wire transfer fees may be deducted from refund amounts
• Currency conversion losses (if applicable) are borne by the refund recipient

14. Tax Considerations

Important tax information regarding refunds:

• Refunds may affect tax documents previously issued
• Clients are responsible for managing their own tax implications
• Revised invoices will be provided for refunded amounts
• Consult with tax professionals regarding business expense claims

15. Policy Updates

This Refund Policy may be updated periodically. Changes will:

• Be posted on our website with an updated effective date
• Apply to transactions occurring after the update date
• Not affect refund requests already in process
• Be communicated to active clients via email for significant changes

16. Consumer Rights

This Refund Policy does not affect your statutory consumer rights under UK law, including:

• The Consumer Rights Act 2015
• The Consumer Contracts Regulations 2013
• Other applicable consumer protection legislation

If services are faulty, not as described, or not fit for purpose, you may have additional rights beyond those outlined in this policy.

By making a payment to High Class Secret, you acknowledge that you have read, understood, and agree to this Refund Policy. We are committed to fair treatment of all clients and models and will handle refund requests with professionalism and integrity.