Help Center

At Moments, most concerns can be resolved quickly when handled directly with our team.

To proceed, we ask that you follow a clear and structured review process:

  • Send the numbers of the images you would like reviewed

  • Explain the specific, tangible differences between those images and the result you expected

  • Provide visual references from our portfolio or examples that reflect your expectations

  • Indicate whether these expectations were communicated prior to the shoot

Once your feedback is supported with clear comparisons between:

  • Your delivered gallery

  • Our portfolio standards

  • Any prior agreed expectations

Our team will review the request and determine how we can assist, including possible refinements or adjustments where applicable.

This structured approach ensures that all feedback is objective, actionable, and aligned with the service provided, allowing us to resolve concerns efficiently and fairly. 

Dispute Submission

To submit a dispute, clients must provide a complete request including:

  • All relevant communication

  • Supporting screenshots or references

  • Clear explanation of the issue

Incomplete submissions may not be reviewed.

 

    Disputes

    Resolving Expectations in Advance

    Moments strongly encourages all clients to communicate with our team prior to the service to align on expectations, style preferences, locations, and any specific requirements.

    Clients are expected to:

    • Clearly outline expectations in advance

    • Provide visual references or examples where relevant

    • Confirm any specific requests with the team before the session takes place

    This step is essential to ensure the final result matches expectations.

    In the absence of documented prior expectations, references, or specific requests, the delivered service will be assessed against Moments’ portfolio standards, which define the agreed quality and style of the service.

    If the delivered work meets these standards, the service is considered fully delivered and compliant.

    Evidence & Dispute Requirements

    Any dispute must be supported by clear, documented evidence, including:

    • Prior communication outlining expectations

    • Reference images or examples provided before the shoot

    • Specific discrepancies between delivered work and agreed expectations

    If no such evidence exists, and the delivered content aligns with Moments’ portfolio and service standards, the claim will not be considered valid.

    Moments retains extensive verifiable evidence of service delivery, including:

    • Timestamps and image metadata

    • Communication records

    • Photographer logs

    • Delivered galleries

    • GPS data where applicable

    Final Sale & Non Refund Policy

    By booking any service with Moments, you expressly agree that all services are final and non refundable once delivered.

    This applies regardless of:

    • Personal circumstances

    • Subjective dissatisfaction

    • External factors outside of Moments’ control

    Breach of Contract

    Any chargeback, payment reversal, or dispute initiated after the service has been rendered will be treated as a material breach of contract and may be considered fraudulent conduct.

    Such actions are formally recorded and may be used as supporting evidence in legal or financial proceedings. 

    Automatic Revocation of Licence

    Upon initiation of a breach of contract, all rights and licences granted to the client are immediately revoked without exception.

    This includes all personal and commercial usage rights.

    Any continued use, publication, or distribution of the images thereafter constitutes unauthorised use and may qualify as copyright infringement.

    Monitoring & Evidence Preservation

    Upon a chargeback:

    • Monitoring procedures begin immediately

    • Reverse image searches are conducted across the full gallery

    • Standard Detection systems available for the industry include most general platforms, ai screening of past, current & future uploads

    These systems enable:

    • Retroactive detection of past usage

    • Ongoing monitoring of current and future use

    • Identification of altered, reposted, or redistributed content

    All detected use may be:

    • Time stamped

    • Documented

    • Archived as legal evidence

    Delayed detection does not limit enforcement.
    Extended or prolonged unauthorised use may increase legal and financial exposure.

    Enforcement & Legal Exposure

    Any unauthorised use following a chargeback may result in enforcement action, including:

    • Legal proceedings

    • Financial claims

    • Third party enforcement services

    The client may be liable for:

    • Full recovery of the original service fee

    • Compensatory and statutory damages

    • Legal and administrative costs

    Jurisdiction examples include:

    • United States: statutory damages of up to $150,000 per image for wilful infringement

    • European Union: full compensation of losses, unjust profits, and legal costs under Directive 2004/48/EC

    Total exposure may significantly exceed the original booking value depending on usage and duration.

    Cross Border Enforcement

    Moments reserves the right to pursue claims in any applicable jurisdiction under international copyright frameworks, including the Berne Convention.

    Enforcement may take place:

    • In the client’s country of residence

    • Where the infringement occurs

    • Where financial damage is realised

     

    Due to the nature of the service, which is fully documented and evidence based, disputes and chargebacks are typically assessed using verifiable delivery records such as timestamps, metadata, communication logs, and completed galleries. In practice, when such evidence clearly supports that the service has been delivered as described, outcomes always favours the service provider. Additionally, if a chargeback is initiated and images continue to be used during that period, such use may be considered unauthorised following licence revocation, and copyright laws apply for the duration of that use. This means that continued publication, distribution, or commercial use of the images while payment is being disputed may increase legal and financial exposure.

    Resolution First Approach

    Despite the above, Moments prioritises direct, in house resolution.

    Most issues can be resolved quickly and effectively when clients:

    • Reach out before the service

    • Clarify expectations early

    • Communicate concerns promptly

    In practice, disputes are avoided when expectations are clearly defined in advance.

    Handling concerns directly with the team is faster, more flexible, and significantly more effective than external disputes or chargebacks.

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