Customer Service Policy
Clare Stephens, Your Life Through a Lens Photography & Kids Through a Lens are committed to providing exceptional customer service and quality products. All our online products are delivered instantly or as per details on the product page for online photography programs with daily and weekly delivery of lessons and content. Private coaching is delivered as agreed in person over the phone or via email. Photo sessions are paid for upfront with a session fee at an agreed time and date and further products can be purchased on completion of the client gallery. If you have any queries with any of our services or online photography programs please contact us immediately as we will do whatever we can to rectify any problems or give you a refund if we are not able to.
Please choose carefully. We do not give refunds if you simply change your mind or make a wrong decision. Photoshoot vouchers are valid for either 6 or 12 month duration. If you are unsatisfied with any of our online photography products or programs after committing to them and completing them fully we will happily provide a satisfaction guarantee. You must show us that you have utilised the program in order to get the benefit from it first before requesting a refund.
All of our online photography programs are delivered online. No shipping charges apply to these products. For prints and products purchased as part of a photoshoot, a small shipping fee is added (AUD$15) to cover courier or postage costs. Products shipped are registered with a tracking number and shipped as soon as the products are received back from our print suppliers.
Clare Stephens, Your Life Through a Lens Photography & Kids Through a Lens are dedicated to keeping your details private.
Any information we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our weekly newsletter and to personalise your experience with us; that’s all. For photoshoots, we require a model release to be signed for you to allow us to use your images in our marketing, teaching and promotional material as well on social media sites.
Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its “IP address,” and is sent automatically each time you access any Internet site. From a computer’s IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order. All private details are stored on an encrypted cloud database online, and on the directors password protected business computer. Every reasonable endeavour is made to keep your details private and secure.
My privacy policies include but are not limited to the following:
i. Initial contact information including names, phone numbers, addresses and other personal information may be collected by myself by phone contact. In this case the information will be input into my office computer to a secure drive, which is password protected.
ii. Initial contact information may also be collected by myself by way of email or contact forms received. My email is password protected and the data will be saved into my computer to a secure drive, which is password protected and also within my email autoresponder system Mailchimp which provides secure, encrypted servers and my account is password protected. No other parties will have access to this information.
iii. I will use the initial contact information exclusively to follow up enquiries, make appointments and otherwise correspond with clients. Under no circumstance would I give any client details to third parties without first requesting their specific permission.
iv. Any personal information gathered on hard copy forms at live seminars or workshops will be entered into the secure data systems as above and the hard copies shredded and securely disposed of.
v. I am compliant with CAN-SPAM laws, and provide easy access to unsubscribe from any mailing lists or newsletters. Once you are unsubscribed from that list, your details are stored on a blacklist within my email auto-responder so your email is never re-added by mistake.
vi. I would never sell, rent, or share your private details with any third party without your express permission.
Credit card payment transactions are currently processed through Paypal with their 128 bit SSL encryption. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support team.