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Refund Policy

Last updated: October 2025

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At Keystone Studios, we take pride in delivering high-quality property media and digital services, including 360° virtual tours, photography, aerial imaging, virtual staging, and 3D modelling.
We aim to ensure every client is satisfied with the final result.

This Refund Policy outlines your rights and our obligations in relation to refunds, reshoots, and service adjustments.

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1. Australian Consumer Law (ACL)

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a remedy if a service we provide:

  • Is not delivered with due care and skill;

  • Is not fit for the purpose we agreed upon; or

  • Is not provided within a reasonable time (where no timeframe was agreed).

Depending on the circumstances, you may be entitled to a repair, replacement, reshoot, or refund.

Nothing in this policy limits your rights under the ACL.

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2. Change of Mind

Because our services are custom and project-based, we do not offer refunds simply for change of mind once work has commenced or deliverables have been provided.

However, if you wish to cancel before production or shooting has begun, please contact us as early as possible.
In such cases, partial refunds or credits may be available at our discretion to cover any non-recoverable costs (such as booking fees, travel, or pre-production time).

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3. Deposits and Cancellations

  • A deposit may be required to confirm your booking.

  • Deposits are non-refundable once a booking has been confirmed and scheduling has begun.

  • Cancellations made with at least 24 hours’ notice may be eligible for rescheduling or partial credit toward future services.

  • Cancellations with less than 24 hours’ notice may incur a cancellation fee to cover preparation and lost time.

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4. Service Quality and Corrections

If you are not satisfied with the final product (e.g. a virtual tour, photo set, or 3D render), please contact us within 7 days of delivery.

We will:

  • Review your concern,

  • Offer reasonable revisions, edits, or reshoots where appropriate, and

  • Work with you to ensure the final result meets agreed specifications.

Refunds are generally considered a last resort, offered only when the service cannot reasonably be corrected or delivered as promised.

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5. Weather, Site Access, and Safety

For outdoor or aerial shoots, projects may be postponed due to weather, airspace restrictions, or safety concerns.
We will reschedule the session at no extra cost.
Refunds are not provided for weather-related delays or circumstances beyond our control.

If site access is denied, delayed, or unsafe, additional fees may apply to cover travel or lost time.

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6. Digital Deliverables

Once digital deliverables (such as images, tours, or renders) are released, they are considered final.
We are unable to offer refunds on completed and delivered digital files unless required by law.
If a technical issue (e.g. file corruption, hosting error) occurs, we will promptly correct or re-deliver the content at no charge.

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7. Hosting Services

For hosted 360° virtual tours, hosting fees (monthly or annual) are non-refundable once the tour has been published and accessible online.
If you discontinue hosting, access will be deactivated at the end of the paid period.

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8. How to Request a Refund or Review

To request a refund, reshoot, or review of your project, please contact us in writing with:

  • Your full name or business name

  • Project details and date of service

  • A brief explanation of your concern and the desired resolution

Contact:
Keystone Studios
Sydney, NSW, Australia
📧 info@keystonestudios.media
🌐 https://keystonestudios.media

We aim to respond to all refund or service review requests within 5 business days.

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9. Exceptions

Refunds or credits will not be issued for:

  • Changes made to property presentation after the shoot (e.g. renovations, styling changes)

  • Third-party platform downtime (e.g. CloudPano or Matterport outages)

  • Inaccurate information provided by the client (e.g. access details, scheduling conflicts)

  • Files deleted or lost by the client after delivery

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10. Updates to This Policy

We may update this Refund Policy periodically to reflect changes in our operations or legal requirements.
The most current version will always be available on our website.

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Our goal is to ensure every client receives exceptional service and a final product they’re proud to share. If something isn’t right, we’ll do our best to make it right.
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