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Customer Care

Your Images and Security

There are a number of kinds of photography we undertake, and we treat all with equal sensitivity.

If you are a paying client, that is, you paid us to produce the images we will ensure the following:

  • Your images will be kept for 5 years and you may request reprints at any time during this period. To ensure easy identification, please make a note of the date of your shoot as this will speed us finding them for you.
  • Your images will be kept secure. All media we use to store your images is encrypted using industry-standard techniques, and a separate, off-site backup (also encrypted) maintained. Where we put your images on a website to allow online viewing, this website is password protected, uses high-grade SSL transmission for access and is regularly tested for vulnerabilities. 
  • Whilst, due to the nature of copyright law, we own the image copyright, we will NOT re-sell your images for any purpose. We will occasionally use sample images on our website or on social media for our publicity purposes, should you wish us not to do this please let us know.
  • We will NEVER use as sample images any photograph where you appear in a state of undress or which would appear embarrassing to a reasonable person.
  • Images taken for legal purposes, for example personal injury, are never put on the website. Product images where you advise us the product is still undergoing patent and therefore must not be published as prior art will also never be used.

If you are a model we have paid for images, your rights are detailed in the model release you were given at the time.

If you have a question about use of your images, please contact us using the link on the right. You are the client and we want to see you get the best service we can to suit your needs.

Chaperones and others

We invite anyone being photographed to bring along a chaperone, who will be allowed to remain with the client at all times. Many studios don't allow chaperones in whilst photographing; we positively encourage it to give you confidence and to provide us with an extra assistant to hold reflectors etc. (only kidding, we may ask you but feel free to say no if you don't want to!)

Persons Under 18

We cannot photograph persons under 18 without parental consent and without a responsible adult present. If you arrive at the studio without these, we are sorry but we will have to turn you away. 

Complaints and Compliments

We always want to improve our services and ensure you get the best for your money. We want to hear if you were not happy about anything, and also if we managed to delight you in some way! Let us know via the contact us link. If it's a problem, we'll do everything reasonable to put it right; if it's a compliment we'll do our best to ensure that the people involved are given an accolade. Either way, we will use this information to improve our services.

Disabled Access

We take access for people with disabilities very seriously. Our studio site and room have fair access, not perfect as it's an older building, but it is wheelchair accessible. The entry buzzer is difficult for a wheelchair user, so please tell us your arrival time so we can be waiting to assist or give us a ring on the mobile when you arrive on site.

For people with learning difficulties, we have wide experience of learning difficulties and will try and ensure you are well looked after. 

Data Protection

We process all data in accordance with the Data Protection Act and (from 2017) the General Data Protection Regulation. The data controller is Ex Cathedra Solutions Ltd. The data controller is the Director, Steve Durbin, contactable via the "Contact Us" link or by telephone 07976 271559

We will retain your contact details for 5 years in order to be able to offer reprints, special offers etc. If you do not want to be contacted please let us know

Payment

Unless otherwise arranged, payment is 50% on appointment and 50% on delivery of images. All prices include VAT and a VAT invoice will be provided.

Payments can be taken via either cash, cheque, BACS transfer, debit/credit card or Paypal. Paypal act as our debit/credit card processor and your card security is therefore maintained by them. Sorry, we cannot take payment over the telephone.