I always only include the best shots from every session, event and shoot. I always make this clear. I recently shot a small 1-2 hour event and there were a few group shots that didn’t make the cut and were not included. I had no way of knowing who was most important and this never came up during the event or email discussing the event and expectations either. We never explicitly determined through the booking process that all the group shots have to be included, just that the best shots from the event are to be included. I sent off the gallery and now she wants a full refund to make up for the few group shots she didn’t get. I offered a partial refund to cover the shots I may have missed or weren’t included since it’s been three weeks since the gallery had been sent and I no longer have the session on my drive to send her any extras. I don’t think a full refund would be fair since I still completed the gallery where she received over 133 edited images half of which are group shots and I still covered the event, helped prepare her by sending her a checklist, made sure expectations were clear through email and I even showed her those screenshots to remind her what the agreement was and she downloaded the photos already however she is still demanding a full refund despite my efforts to make the situation right. I’m a pretty experienced photographer and she mentioned that she really liked the photos and enjoyed working with me so I don’t think this is a quality and service issue although she did go on to say I was unprofessional when I didn’t give her exactly what she wanted in the end but offered other solutions that I felt would be fair for the both of us which was still being paid and compensated for my time but also compensating her for the photos that she didn’t receive if it meant a happy vs unhappy client since that was her only concern. How would you handle this or move forward? I’m not sure if this is a genuine complaint or she’s a scammer type client picking on a smaller business and trying to intimidate me into getting free work.
- more context: she also booked me again for maternity photos after the event and seeing the gallery. If the overall experience and quality was that awful I doubt she would have wanted to work with me again! I’m not sure how to proceed or if this client is worth the hassle and business if I were to give in to her demand.