Refund Policy

1. General Policy Overview

Due to the nature of our modeling agency services, which involve coordinating professional talent, client relationships, and time-sensitive bookings, refunds are handled on a case-by-case basis according to the specific circumstances and agreements involved.

This policy applies to:

• Model booking fees paid by clients
• Agency representation fees (where applicable)
• Consultation or advisory services
• Portfolio development services
• Any other paid services offered by Platinum Faces

2. Client Booking Cancellations

2.1 Cancellation by Clients

When a client cancels a confirmed model booking, the following terms apply based on the notice period provided:

More Than 7 Days Before Booking:

• Full refund of booking fees, minus a 15% administrative fee
• Any confirmed third-party expenses (travel, accommodation) are non-refundable
• Refund processed within 10-14 business days

3-7 Days Before Booking:

• 50% refund of booking fees
• All confirmed expenses remain non-refundable
• Cancellation fee covers partial compensation to models and administrative costs

Less Than 3 Days Before Booking:

• No refund of booking fees
• Full payment is required as models have reserved time and declined other opportunities
• All expenses are non-refundable

Same-Day Cancellations or No-Shows:

• Full payment is required with no refund
• Additional charges may apply for model compensation
• Future booking privileges may be affected

2.2 Cancellation by Agency

If Platinum Faces must cancel a confirmed booking due to circumstances within our control:

• Full refund of all booking fees and expenses paid
• We will attempt to provide suitable alternative models if acceptable to the client
• Refunds processed within 5-7 business days
• We are not liable for any consequential damages or additional costs incurred by the client

2.3 Force Majeure Cancellations

In cases of cancellation due to circumstances beyond either party's control (natural disasters, pandemics, government restrictions, etc.):

• The parties will negotiate in good faith regarding fees and refunds
• Typically, a partial refund or credit toward future bookings will be offered
• Confirmed third-party expenses are generally non-refundable
• Neither party bears liability for force majeure cancellations

3. Model Application and Representation Fees

3.1 Application Fees

Platinum Faces does not charge application fees for model submissions. If you have been asked to pay an application fee, please report this immediately to [email protected] as it may be fraudulent.

3.2 Portfolio Development Services

If our agency provides portfolio development services for a fee:

• Fees are generally non-refundable once services have commenced
• Refunds may be considered if services cannot be delivered as promised
• Cancellation before service commencement may result in partial refund minus administrative costs
• Specific terms will be outlined in individual service agreements

3.3 Representation Fees

We operate primarily on a commission basis rather than upfront representation fees. However, if any representation fees apply:

• Terms will be clearly outlined in representation agreements
• Refund eligibility depends on specific agreement terms
• Generally, fees become non-refundable after the initial trial period (if applicable)

4. Payment Disputes and Chargebacks

4.1 Dispute Resolution

Before initiating a chargeback or payment dispute, we strongly encourage you to contact us directly to resolve any concerns:

• Email: [email protected]
• Phone: +9728609984191

We are committed to addressing legitimate concerns promptly and fairly.

4.2 Chargeback Policy

Initiating a chargeback without first attempting to resolve the matter directly may result in:

• Suspension or termination of services
• Legal action to recover owed amounts plus associated costs
• Reporting to relevant authorities if fraud is suspected

We will vigorously contest unwarranted chargebacks and provide documentation to payment processors supporting the legitimacy of charges.

5. Refund Processing Procedures

5.1 How to Request a Refund

To request a refund under eligible circumstances:

1. Submit a written refund request to [email protected]
2. Include your booking reference number, date of service, and reason for refund request
3. Provide any supporting documentation relevant to your request
4. Allow 5-7 business days for review and response

5.2 Refund Review Process

Upon receiving a refund request:

• We will review the request against this policy and any specific agreement terms
• We may contact you for additional information or clarification
• You will receive a written decision regarding refund eligibility
• If approved, refunds are processed according to the timelines specified in this policy

5.3 Refund Method and Timing

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used
• Processing time: 10-14 business days from approval
• Additional time may be required for your bank or payment provider to credit your account
• Bank transfer fees or currency conversion fees may apply and are the responsibility of the recipient

6. Non-Refundable Items and Services

The following are generally non-refundable under any circumstances:

• Third-Party Expenses: Travel costs, accommodation, permits, or other expenses paid to third parties on your behalf
• Completed Services: Services that have been fully delivered as agreed
• Commission on Completed Work: Agency commission on bookings that were completed
• Consultation Fees: Fees for consultations or advisory services already provided
• Administrative Fees: Processing and administrative fees as specified in agreements
• Digital Products: Downloaded materials, digital portfolios, or other electronic content

7. Partial Refunds and Credits

7.1 Partial Service Delivery

If services are partially delivered before cancellation or termination:

• Refunds will be prorated based on services actually provided
• Calculation will account for time, resources, and deliverables completed
• Minimum fees may apply regardless of partial completion

7.2 Credit Option

In some cases, we may offer credit toward future services instead of a cash refund:

• Credits are valid for 12 months from issuance date
• Credits are non-transferable and may not be exchanged for cash
• Unused credits expire and become void after the validity period
• Credit terms will be confirmed in writing

8. Model Compensation and Payments

8.1 Payment to Models

Models represented by our agency receive payment according to terms in their representation agreements:

• Payments are processed after client payment is received and cleared
• Standard processing time is 30-45 days after booking completion
• Agency commission is deducted as per agreement terms
• Models receive detailed payment statements

8.2 Disputed Payments

If a model disputes payment amounts or timing:

• Contact our finance department at [email protected]
• Provide booking reference and specific concerns
• We will review records and respond within 7 business days
• Errors will be corrected promptly with adjusted payment

9. Special Circumstances

9.1 Service Quality Issues

If you are unsatisfied with service quality:

• Report concerns immediately to allow us opportunity to address issues
• We will investigate and attempt to resolve the matter
• Refunds may be considered if we failed to deliver services as agreed
• Subjective dissatisfaction alone does not automatically qualify for refunds

9.2 Emergency Situations

In cases of genuine emergencies (medical, family crisis, etc.):

• Contact us immediately to discuss the situation
• We will work with you to find fair solutions
• Documentation may be required for verification
• Refund or rescheduling options will be considered on a case-by-case basis

10. International Transactions

10.1 Currency and Exchange Rates

For international transactions:

• All fees are quoted in the currency specified in booking agreements
• Refunds are issued in the same currency as original payment
• Currency conversion fees charged by banks or payment processors are not refundable
• Exchange rate fluctuations between payment and refund are your responsibility

10.2 International Transfer Fees

• Bank transfer fees for international refunds may be deducted from refund amounts
• Alternative refund methods may be available upon request
• Processing times for international refunds may be longer (up to 21 business days)

11. Exceptions and Modifications

11.1 Policy Exceptions

Platinum Faces reserves the right to make exceptions to this policy at its sole discretion in cases of:

• Extraordinary circumstances warranting special consideration
• Errors or mistakes made by our agency
• Long-term client relationships and goodwill considerations

Exceptions granted in one case do not set precedent for future cases.

11.2 Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated "Last Updated" date
• Apply to transactions occurring after the modification date
• Not affect existing agreements unless mutually agreed

12. Complaints and Escalation

12.1 Internal Complaint Process

If you are unsatisfied with a refund decision:

1. Request escalation to senior management via email
2. Provide all relevant documentation and correspondence
3. Allow 7-10 business days for review
4. Receive a final decision in writing

12.2 External Resolution

If internal resolution is unsuccessful, you may:

• Seek mediation through recognized dispute resolution services
• Pursue legal remedies as provided in our Terms and Conditions
• File complaints with relevant consumer protection authorities

13. Contact Information for Refund Inquiries

For all refund-related questions, requests, or concerns, please contact:

14. Important Reminders

• Always review booking agreements carefully before confirming services
• Communicate any concerns or changes as early as possible
• Keep all correspondence and documentation related to bookings and payments
• Contact us directly before initiating chargebacks or disputes
• Be aware of cancellation deadlines to maximize potential refunds

15. Acknowledgment

By engaging our services and making payments to Platinum Faces, you acknowledge that you have read, understood, and agree to this Refund Policy.

This policy should be read in conjunction with our Terms and Conditions and Privacy Policy, which are available on our website.

Last Updated: January 15, 2026