Terms & Policies
Last updated: 2026
Payment, Booking & Cancellation Policy
Booking
A booking is confirmed once we receive a signed or written acceptance of our quote and the 50% deposit. Dates are not held without a deposit.
Payment
- 50% deposit on booking.
- 50% balance before final delivery. Final files, links and drives are released once the balance is paid.
- Costs that arise during the project (overtime, additional days, expenses at cost) are invoiced after the shoot and are payable within 7 days.
- South African clients pay in rand (ZAR). International clients pay in US dollars (USD).
- We accept EFT and card payments (local and international) through Paystack, our secure payment provider. We never see or store your card details.
- Bank charges from the client's own bank on international transfers are for the client's account.
- If an invoice is more than 14 days overdue, we may pause work and withhold delivery until it is settled.
Cancellation by the client
Cancellations must be made in writing (email is fine). The notice period counts back from the first booked shoot day.
| Notice given | What is charged |
|---|---|
| 14 days or more | Pre-production work already done, plus third-party costs already committed. The rest of the deposit is refunded. |
| 7 to 13 days | 50% of the deposit, plus third-party costs already committed. |
| 2 to 6 days | The full deposit. |
| Less than 48 hours, or on the day | 100% of the booked production days and gear, plus all committed costs. |
Third-party costs include flights, accommodation, crew, equipment hire, talent and location fees that cannot be cancelled or refunded to us.
If a project is stopped during post-production, edit days already worked are charged.
Postponement
One postponement is free if we receive notice at least 7 days before the shoot. The deposit carries over to a new date within 6 months. Postponements with less than 7 days' notice are treated as cancellations.
Weather and safety
If weather or safety conditions make an outdoor shoot impossible, we agree a new date together at no rebooking fee. Non-refundable costs already incurred (such as travel) are charged at cost.
Cancellation by RawBokeh
If we have to cancel because of illness, emergency or equipment failure, we will first offer a suitable replacement crew member (with your approval) or a new date. If neither works for you, we refund everything you have paid for work not yet delivered.
Refund Policy
Our services are custom creative work, so refunds are tied to what has and hasn't been delivered.
When we refund
- You cancel within the notice periods in our Cancellation Policy: the refundable portion is set out there.
- We cancel and can't offer a replacement or a new date that suits you: a full refund of amounts paid for work not yet delivered.
- We fail to deliver an agreed deliverable: a refund for that deliverable.
When we don't refund
- Work that has been delivered as quoted. Creative changes are handled through the two revision rounds included in every edit, and further rounds are available at our published rate.
- Shoot days that went ahead as booked.
- Third-party costs we have already paid on your behalf and cannot recover.
How refunds are paid
- Email [email] with your invoice number. We reply within 5 working days.
- Approved refunds are processed within 7 working days, to the original payment method and in the currency you paid in.
- Card refunds through Paystack usually reach your account within 3 to 10 working days after processing. EFT refunds go to the account you paid from.
- Card processing fees charged by our payment provider are not recoverable and are deducted from card refunds.
- We don't compensate for exchange-rate movements between payment and refund.
Disputes
If something isn't right, please contact us first at [email] before raising a chargeback with your bank. Most issues are resolved quickly once we know about them.
Terms of Service
1. Who we are
RawBokeh is a film and photography production business operated by RawBokeh (pty) Ltd (sole proprietor / 2023/666431/07), based at 1 Chichester Close, Crofters Valley, Cape Town, South Africa. Email: josh@rawbokeh.com. Phone: +27823334469. These terms apply to every quote, booking and service we provide.
2. Quotes and scope
Quotes are valid for 14 days. The scope of work is what is written in the accepted quote. Changes to scope, schedule or deliverables are confirmed in writing and may change the cost.
3. Booking, payment, cancellation and refunds
These are covered by our Payment, Booking & Cancellation Policy and our Refund Policy above, which form part of these terms.
4. Client responsibilities
The client is responsible for:
- access to locations, and any permits or permissions needed to film there;
- written consent or releases from talent, staff and members of the public the client provides or arranges;
- supplying brand assets, logos and approvals on time;
- giving feedback within the agreed timelines.
Delays caused on the client's side may result in overtime or additional days, charged at our published rates.
5. Shoot days
A full day is 8 hours and a half day is 4 hours, including setup and a meal break. Time beyond that is charged as overtime. Our crew may pause or stop filming if conditions become unsafe.
6. Revisions and approval
Two revision rounds are included in every edit. Feedback for each round should be consolidated into one list and sent within 7 days of receiving a cut. If we receive no feedback within 14 days of delivering a cut, it is treated as approved. Further rounds are charged at our published rate.
7. Deliverables
We deliver the formats listed in the quote, by download link or on drives (drives are charged at cost). Raw footage and project files are not included unless quoted. We keep project files for 6 months after delivery; we can't guarantee them after that.
8. Ownership and usage
- Copyright in all footage and photographs stays with RawBokeh until the project is paid in full.
- Once paid in full, the client receives a licence to use the final deliverables on the channels and for the period agreed in the quote.
- Where the perpetual usage fee is paid, the client may use the footage without limit, in perpetuity.
- Licensed music and stock footage are covered only for the uses stated in the quote.
- RawBokeh may show the work in its portfolio, showreel and social channels, unless the client asks us not to in writing before the shoot or an NDA applies.
9. Confidentiality
We keep your briefs, unreleased material and business information confidential, and only share them with crew who need them for the project.
10. Liability
We back up all footage on site to at least two separate drives. If footage is lost or damaged through our fault, we will reshoot the affected material without labour charges, or refund the fees for that portion. Our total liability for any project is limited to the fees paid for that project. We are not liable for indirect or consequential losses.
11. Events beyond our control
Neither party is liable for delays or cancellations caused by events outside its reasonable control, such as extreme weather, power outages, strikes, illness or government restrictions. We will agree a new date or a fair settlement together.
12. Privacy
We collect only the personal information needed to quote, book, invoice and deliver your project, and process it in line with the Protection of Personal Information Act (POPIA). Card payments are handled by Paystack; we never see or store card details.
13. Governing law
These terms are governed by the laws of the Republic of South Africa. Both parties will try to resolve any dispute in good faith before taking formal action.
14. Changes
We may update these terms from time to time. The version in force when you accept a quote applies to that project.