FREQUENTLY ASKED QUESTIONS

Data & Security

Quality and Service Issues

It is the company's intention to offer the best service and product that it can to all customers at all times, if you are unhappy with anything please get in touch with us and we will do our very best to rectify any problems. If we have fallen short of your expectations in any way please contact us as soon as possible; nothappy@cliftonphoto.co.uk. We are passionate about getting it right!



Telephone Calls and CCTV

Please note that calls and visits to our offices and studios are recorded for training and security purposes. We do collect telephone numbers from customers for a recommend a friend promotion. Please let the team know to remove the number from our list if you do not want to be contacted. All shoots and viewings are recorded on CCTV as a security and training aid.



Your Data

Your personal data is in safe hands. We only keep data relevant to your dealings with us. We use it to offer you the best service we can and to contact you when needed to keep you informed. We NEVER pass it on to third parties. We are registered with the Information Commissioner's Office for Data Protection under the Data Protection Act 1998. On 25th May 2018 the new GDPR (General Data Protection Regulation) came into force. We will be following these closely to ensure your data is kept as safe in the future as it has been in the past.



My Experience

When are you open?

BRISTOL ​ Family appointments available 6 days a week with appointments starting from 9am - 7pm Makeover appointments available 7 days a week with the 3 hour appointments starting from 9am - 5pm ​ Themed appointments on select days BATH ​ Family appointments available Tuesday to Thursday & Saturdays with appointments starting from 9am - 6pm Makeover appointments available on Fridays and selected Sundays with the 3 hour appointments starting from 9am - 5pm ​ Themed appointments on select days BOOKINGS The bookings department is open to take calls Monday to Thursday from 9am - 8pm and Friday to Saturday 9am - 5pm



Will there be a hard sell?

We have tweaked our viewing process over the years to make it as enjoyable and informative as possible. We aim for it to be relaxed and consultative. The staff assisting you at your viewing are photographers, simply there to help you make your decision. A hard sell is something that we don’t like, it is no good for you or us. For that reason we do make people aware of prices and products before their viewing. Please have a good think about your budget and the style and size of what you would like your images before the viewing, this will help you to make your final choices on the day.



Why do you take a Refundable Booking Deposit?

Every appointment booked at Clifton Photographic Company is subject to a refundable booking deposit. This is taken to ensure that clients arrive on time for scheduled appointments and our diary runs smoothly for the good of all customers and staff. Failure to attend appointments without 72 working hours notice may result in the loss of the deposit. The deposits vary in amount depending on availability..



Can I move or cancel my appointment?

We understand our customers have busy lives and things often happen that are out of your control, especially with families. We do ask for 5 working* days notice please, wherever possible, to move an appointment. Our diary time is very precious and it can sometimes be difficult to get rebooked. We don’t like wasting our time any more than you do. If we mess up we will compensate you and so we expect the same in return :) We reserve the right to keep booking deposits if you are outside the terms and conditions of your booking. (* working hours or days mean within the working hours of 9-6 Monday to Friday).



Can I get a refund?

Gift shoot experiences bought on our website or from our telesales team are covered by distance selling regulations and there is a 14 day returns policy for a full refund. Please return the gift pack with a covering letter including your name by a secure method. The same applies to gifts bought from the studios. Gift experiences purchased at one of our exhibition stands at a discounted rate are non refundable but may be exchanged. Viewing room orders are non cancellable. Please be sure that you are happy with your image selection and the terms and conditions on your order form before signing it. You are signing a legally binding contract to produce bespoke work. All viewings are recorded with sound and vision.



Do you store my images?

Unfortunately with the amount of images we take everyday, we cannot store images indefinitely. We keep your images on file until your order has been produced (8 weeks). After this we archive your images and they are no longer guaranteed. Orders are expected to be finalised at your viewing appointment so please be prepared.



When can I collect my images?

We will contact you when your order is ready. The opening times for collections are Tuesday - Saturday 9am - 5pm in Bristol & Bath Please note: Saturdays are very busy so please come during the week if you can (or expect a wait time)



Viewings

Your viewing is your chance to purchase your images, people are often surprised just how good they are. All adults in the shoot must be present in the viewing session as well. Please have a think about your budget and what you might like before your viewing. There is no hard sell, we rely on producing amazing work that you will want to invest in. We can offer interest free payment plans should you wish. All images from the family studio are framed or mounted. If you feel you did have a hard sell, please email us and we will watch the viewing to check as all calls and viewings are recorded (For more information see the Data & Security section of this FAQ page)



Promotional Offers

We often run promotions in shopping centres and supermarkets. We also have a small telesales team that run a 'recommend a friend' promotion. We offer discounted sessions and from time to time we offer a number of complimentary sessions to introduce new customers to the studio. There is no obligation to buy any images from these sessions but many customers do. Please check the details of any promotional offer you take part in to make sure it is right for you and your budget.



What are my payment plan options?

If paying by direct debit, please note that Clifton Photographic Company Ltd has appointed the BACS Approved Direct Debit Bureau, GoCardless (www.gocardless.com), to collect your payments and GoCardless will be shown on your bank statement. We can also offer consumer credit through Hitachi Finance & Pay It Monthly.



How long until my order is ready?

Orders made in the Bristol studio Makeover orders take 3-5 weeks Family orders take 6-8 weeks Orders made in the Bath studio Makeover & Family orders take 8 weeks We will let you know when your order is ready for collection



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