Refund Policy

Last Updated: January 1, 2025

1. General Refund Policy

Elite Models Agency is committed to client satisfaction while maintaining fair business practices. Our refund policy balances client needs with the operational realities of managing professional modeling services, including model scheduling, preparation, and opportunity costs.

2. Standard Cancellation and Refund Terms

Refund eligibility depends on when cancellation occurs relative to the scheduled service date:

2.1 Cancellations More Than 14 Days Before Service Date

• Refund Amount: 90% of total payment
• Administrative Fee: 10% retained to cover processing and administrative costs
• Processing Time: 7-10 business days
• Method: Original payment method

2.2 Cancellations 7-14 Days Before Service Date

• Refund Amount: 50% of total payment
• Rationale: At this stage, models have been scheduled and alternative bookings are difficult to secure
• Processing Time: 7-10 business days
• Method: Original payment method

2.3 Cancellations Less Than 7 Days Before Service Date

• Refund Amount: No refund provided
• Rationale: Models have committed exclusively to your project, and last-minute cancellations prevent them from accepting alternative work
• Exception: See Section 4 for extraordinary circumstances

2.4 No-Show Policy

• Failure to appear for scheduled services without prior cancellation: No refund
• Late arrival (more than 30 minutes): Service time reduced accordingly, no refund for missed time
• Models will wait up to 30 minutes beyond scheduled start time

3. Service-Specific Refund Policies

3.1 Runway Model Bookings

• Cancellations after fittings have occurred: Maximum 25% refund regardless of timing
• Cancellations after rehearsals: No refund
• Event postponement: Full credit toward rescheduled date within 6 months

3.2 Editorial Photo Shoots

• Weather-related postponements: Full credit or reschedule at no additional cost
• Technical equipment failures: Prorated refund or complimentary reshoot
• If client cancels after location scouting or preparation work: 30% non-refundable

3.3 Commercial Campaigns

• Multi-day bookings: Each day treated separately for cancellation purposes
• Usage rights purchased: Non-refundable once contract is signed
• Exclusivity agreements: 50% non-refundable deposit upon signing

3.4 Brand Ambassador Programs

• Monthly retainer services: 30-day written notice required for cancellation
• Current month's payment: Non-refundable
• Future months: Full refund if proper notice provided
• Early termination fee: One month's fee if terminated without cause before contract end

3.5 Social Media Influencer Services

• Content creation completed but not yet posted: No refund
• Content strategy developed: 25% non-refundable
• Posts already published: No refund
• Campaign performance guarantees: Not applicable to refund policy

4. Extraordinary Circumstances

We may provide full or partial refunds outside standard policy for:

• Medical Emergencies: Documented medical emergencies affecting client or immediate family (medical documentation required)
• Natural Disasters: Events preventing travel or making event impossible
• Government Restrictions: Travel bans, lockdowns, or other official mandates
• Force Majeure: Wars, pandemics, or other circumstances beyond reasonable control

Requests for refunds under extraordinary circumstances must include supporting documentation and are evaluated case-by-case.

5. Company-Initiated Cancellations

If Elite Models Agency cancels services, you are entitled to:

• Full Refund: 100% refund of all payments within 5 business days
• Rescheduling Option: Priority rebooking at original contracted rate
• Compensation: In cases where cancellation causes significant inconvenience, additional credit toward future services

6. Partial Service Completion

If services are partially completed due to unforeseen circumstances:

• Prorated refund based on time/services not delivered
• Minimum charge: 2 hours for any services commenced
• If interruption is client-caused: No refund for incomplete services
• If interruption is company-caused: Full refund for incomplete portion

7. Dissatisfaction with Services

7.1 Quality Concerns

If you are dissatisfied with service quality:

• Notify us within 48 hours of service completion
• Provide specific feedback and supporting documentation (photos, videos, etc.)
• We will review and may offer: reshoot, partial refund, or service credit
• Subjective dissatisfaction without objective quality issues: Generally not eligible for refund

7.2 Dispute Resolution

We are committed to resolving disputes fairly:

1. Contact our customer service team within 48 hours
2. We will investigate and respond within 5 business days
3. If resolution cannot be reached, mediation may be suggested
4. Final decisions on refunds rest with Elite Models Agency management

8. Refund Processing

8.1 Timeline

• Approved refunds processed within 7-10 business days
• Refunds issued to original payment method
• Bank processing may take additional 3-5 business days
• You will receive email confirmation once refund is processed

8.2 Method

• Credit card payments: Refunded to original card
• Bank transfers: Refunded to original account
• Third-party payment platforms: Refunded through same platform
• If original payment method unavailable: Alternative arrangement by mutual agreement

9. Non-Refundable Items

The following are non-refundable under all circumstances:

• Administrative and booking fees
• Third-party costs incurred on your behalf (travel, accommodations, permits)
• Customized services or products created specifically for your project
• Usage rights licenses once granted
• Services already rendered or materials already delivered
• Promotional discounts or special offers (credited toward future services instead)

10. Rescheduling as Alternative to Refund

We encourage rescheduling rather than cancellation:

• One complimentary reschedule permitted per booking
• Must be rescheduled within 6 months of original date
• Subject to model and date availability
• No refund processing fees or cancellation penalties
• Original contract terms remain in effect

11. Service Credits

In lieu of refunds, we may offer service credits:

• Credits valid for 12 months from issue date
• Can be applied to any Elite Models Agency services
• Non-transferable and non-redeemable for cash
• May be combined with other promotional offers at our discretion

12. Requesting a Refund

To request a refund:

1. Email [email protected] with subject line "Refund Request"
2. Include: Booking reference number, service date, reason for refund request
3. Attach any supporting documentation
4. We will respond within 3 business days
5. If approved, refund processed per timelines above

13. Chargebacks and Disputes

If you initiate a chargeback or payment dispute:

• We will provide all booking documentation to your financial institution
• Chargebacks for services rendered may result in account suspension
• Future bookings may require alternative payment methods
• We encourage resolving disputes directly with us before involving payment providers

14. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Bookings made before policy changes remain subject to the policy in effect at the time of booking.

15. Contact Information

For refund requests, questions, or concerns about this policy:

Elite Models Agency
Block 82, Pa Sek Estate Oi Lim Wik
Kowloon, Hong Kong
Email: [email protected]
Phone: +542964112353
Registration No: 84339159
Customer Service Hours: Monday-Friday, 9:00 AM - 6:00 PM HKT

16. Acceptance of Policy

By booking services with Elite Models Agency, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy is part of our Terms & Conditions and should be read in conjunction with our full terms.