Refund, Reschedule, and Cancellation Policies
Overview
At soona, we reserve studio space, equipment, and creative resources in advance to deliver a high-quality production experience. Because this time is held exclusively for you, we maintain a clear rescheduling, cancellation and no-show policy.
This policy applies to all bookings made through the soona platform or with a soona crew member.
Standard Rescheduling & Cancellation Window
Clients may cancel or reschedule up to 2 business days prior to the scheduled shoot start time without penalty. Hours exclude weekends and federal holidays.
Example: For a Monday 8am shoot, changes must be made by the prior Thursday at 8am.
Requests must be submitted via the reschedule button in your booking, by emailing hey@soona.co or reaching out to your dedicated point of contact.
Late Reschedule: A late reschedule is any reschedule request submitted after the 48 hour window.
Late reschedules:
- With pro services: 50% of downpayment
- Without pro services: $149 flat fee
Late Cancellation: A late cancellation is any request to cancel a scheduled booking after the 48 hour window.
Late cancellation:
- With pro services: 100% of downpayment
- Without pro services: $149 flat fee
These fees cover reserved studio time, pre-production work, crew scheduling, and lost opportunity cost.
In Studio No-Show Policy
A no-show occurs when a client:
- Fails to attend a scheduled in-studio shoot without notice
- Fails to deliver required product needed for the crew to begin production at the scheduled time
No-shows are charged 100% of the booking downpayment or $149 flat rate fee if no downpayment was made.
Emergency Exceptions
We understand that emergencies happen. soona may waive late fees in situations involving:
- Accidents
- Sudden illness
- Unexpected travel disruption
- Family emergencies
- Natural disasters
- Rare, unavoidable production issues
Requests for exception must be made within 48 hours of the missed or cancelled shoot. soona may request reasonable documentation before waiving any fees.
Last Minute Scheduling: soona will waive the rescheduling fee if we scheduled you within that 48 hour window.
Reschedules Initiated by soona
If soona must reschedule a shoot due to equipment issues, staffing, weather, or production conflicts, clients will not be charged and will be rebooked at the earliest availability.
Payment & Enforcement
- Applicable fees are automatically charged to the payment method on file or invoiced.
- Outstanding balances must be resolved before future bookings.
- soona reserves the right to suspend client access until outstanding balances are cleared.
Acknowledgement & Acceptance
By booking a shoot with soona, clients agree to this policy and the soona Terms of Service. The most current version of this policy is always available at soona.co/terms. soona may update or revise this policy at any time. Continued booking constitutes acceptance of any updated terms.
Refunds
soona does not provide refunds.