TERMS & CONDITIONS

30-Day Satisfaction Guarantee

We stand behind the quality of our work. If you're not completely satisfied with your commissioned artwork, you may return it within 30 days of delivery for a full refund, provided:

• The artwork is returned in its original condition
• You cover the return shipping costs
• The artwork was completed according to your approved specifications

Revision Policy

We include revisions during the creation process to ensure your satisfaction. Once you approve the final artwork, the piece is considered complete and the 30-day return period begins upon delivery.

Digital Products

Digital scans and files are non-refundable once delivered, as they cannot be "returned." However, if there are quality issues with the digital files, we will provide corrected versions at no charge.

Cancellation Policy

You may cancel your commission at any time before work begins for a full refund. Once artwork creation has started:

• Cancellation within 24 hours: 90% refund
• Cancellation after initial sketch approval: 50% refund
• Cancellation after 50% completion: No refund, but you receive the completed portion

Shipping Damage

If your artwork arrives damaged due to shipping:

• Contact us immediately with photos of the damage
• We will file a claim with the shipping carrier
• A replacement artwork will be created at no charge
• The damaged piece should be retained until the claim is resolved

Lost Shipments

In the rare event that a shipment is lost:

• We will immediately begin tracking with the carrier
• If the package cannot be located within 14 days, we will create a replacement
• No additional charges apply for replacement due to carrier loss

Quality Guarantee

Every artwork is carefully inspected before shipping. If you receive a piece with defects not visible in progress photos:

• We will create a replacement at no charge
• Return shipping of the defective piece is covered by us
• Full refund available if replacement is not satisfactory

Payment Terms

• Orders under £100: Full payment required upfront
• Orders £100 and above: 50% deposit required, balance due upon completion
• Payment methods accepted: PayPal, bank transfer, major credit cards
• Prices are in British Pounds (GBP) and include VAT where applicable
• Prices are subject to change without notice, but confirmed orders honor quoted prices

Completion Timeline

• Graphite portraits: 5-7 business days from approval of reference photos
• Colored portraits: 7-10 business days from approval of reference photos
• Complex or large works: Timeline discussed individually
• Multiple pet portraits: Add 2-3 days per additional pet
• Rush orders available for additional 50% fee (48-72 hour completion)
• Delays due to customer revision requests do not count toward our timeline

Reference Photo Requirements

• High-resolution photos (minimum 1MB file size) required
• Multiple angles preferred for best accuracy
• Well-lit photos without heavy shadows
• We reserve the right to request better photos if provided images are insufficient
• Photos become part of our reference library (with your permission)

Copyright & Usage Rights

• You receive full rights to the physical artwork for personal use
• Chloe Ryder Fine Art retains rights to use images for portfolio and marketing
• Commercial usage rights available upon request for additional fee
• Reproduction rights for prints or merchandise require separate agreement
• You may not claim the artwork as your own creation
• Resale of the physical artwork is permitted with attribution to the artist

Your Rights as a Customer

As a customer, you have the right to:

• Receive your commissioned artwork as described and within the agreed timeframe
• Request revisions during the creation process
• Cancel your order before work begins for a full refund
• Receive replacement artwork if damaged in shipping
• Request information about your personal data and its usage
• Fair treatment regardless of order size or complexity
• Clear communication throughout the commission process

Data Protection & Privacy

We are committed to protecting your privacy under GDPR and UK data protection laws:

• Personal information is used solely for order processing and communication
• Payment details are processed securely through encrypted third-party services
• We do not sell or share customer information with third parties
• You may request deletion of your personal data at any time
• Pet photos provided for commissions are stored securely and used only for artwork creation
• Marketing communications require explicit opt-in consent
• Data retention period: 7 years for tax purposes, then securely deleted

Communication Standards

• Progress updates provided at key milestones
• Response to customer inquiries within 24 hours during business days
• Professional and respectful communication at all times
• Clear documentation of any changes or additional requests

Contact Information

For questions, concerns, or to report issues:

• Primary Email: [email protected]
• Phone: (555) 123-4567
• Business Hours: Monday-Friday, 9 AM - 6 PM GMT
• Response Time: Within 24 hours during business days
• Emergency Contact: For urgent shipping or damage issues, call directly

Complaint Procedure

If you have a complaint about our service:

1. Contact us directly via email or phone with details of the issue
2. We will acknowledge your complaint within 24 hours
3. Investigation and resolution within 5 business days
4. If unsatisfied with resolution, you may escalate to independent mediation

Dispute Resolution

We strive to resolve all issues directly and amicably. If a dispute cannot be resolved through direct communication:

• Alternative dispute resolution (ADR) through independent mediation
• Disputes will be governed by English law
• Any legal proceedings will be conducted in English courts
• Small claims court available for disputes under £10,000

Limitation of Liability

• Our liability is limited to the value of the commissioned artwork
• We are not liable for indirect or consequential damages
• Force majeure events (natural disasters, etc.) may affect delivery times
• These limitations do not affect your statutory consumer rights