Question 1

What are Q11 Photography's Terms & Conditions?

Accepted Answer

A full refund is provided for all appointments that are cancelled 48hrs or more before the session time. All appointments 48hrs or less from the reservation time are final. Refunds are not provided, and payments are not transferable to future reservations. If you are less than 48hrs from your appointment time and you need to reschedule, simply purchase Standard Rescheduling Insurance or Executive Level Rescheduling Insurance (if you have an Executive Level Session) prior to the deadline, and you will be emailed a coupon code for the value of your session that will allow you to rebook.

In the event that property, equipment, or props are damaged by you or your guests during your session, Q11 Photography has the right to withhold your photo gallery until payment for a replacement, or repair has been received.

Question 2

Is the full payment required to book an appointment?

Accepted Answer

We have two options to reserve a studio session with us. The first is to pay in full for your reservation. The second option is to select one of our financial partners like AfterPay, Affirm, or PayPal Later at checkout, which (if you qualify) will allow you to pay a deposit to reserve your session, and then break your payments up into installments over time instead of paying the entire balance upfront.

Question 3

If I'm running late to my appointment, what are my options?

Accepted Answer

We have provided multiple options to assist in the unfortunate circumstance of events causing you to arrive late for your session. The first is to call our Reservations Department to make them aware, so they can communicate that to your photographer. Their number is 313-312-8011 and their office hours are Tues-Sat, 10am-7pm.

Also, you can ask your photographer when you arrive if you are able to purchase a session extension (if there aren't other appointments, or obligations after you). The cost for additional time is only $50 for an extra 15min, and it can be paid via CashApp or PayPal (we can not accept cash in person).

If you can't make your appointment at all, you can purchase Standard Rescheduling Insurance or Executive Level Rescheduling Insurance to avoid losing out on your appointment investment. Once insurance is purchased, you will receive an email from our Reservations Department with instuctions and a Coupon Code for you to use when rebooking your appointment.

Question 4

How do I cancel or reschedule an appointment?

Accepted Answer

NOTE: All appointments 48hrs or less from the start time are 100% confirmed and unable to be changed, refunded, or canceled (unless  Standard Rescheduling Insurance or Executive Rescheduling Insurance has been purchased for said appointment).

To cancel or reschedule an appointment that is more than 48hrs away, you can do so as many times as you'd like for no additional charge by creating a log-in at the top of our home screen using the same email address that you entered during your booking process. Then, click on "My Bookings". All of your current, future, and past appointments should appear, allowing you to cancel or reschedule. If you do not see any appointments, it is because you used a different email address when you reserved. Try again using alternate email accounts that may be attached to your Apple Pay or other personal accounts.

Question 5

​If I need to cancel my appointment, will I get my money back?

Accepted Answer

A full refund is provided for all appointments that are cancelled 48hrs or more before the session time. The turnaround time on when you will receive your funds back is predicated on the rules of your banking institution.

All appointments 48hrs or less from the reservation time are final.

Question 6

Am I able to order Prints from my session?

Accepted Answer

Yes, absolutely. After your photoshoot ends you'll receive an email with a link to your personalized photo gallery. From that link you can order prints that will be mailed directly to you. The Price List for Prints is below:

Size & Prices:
8 Wallet-Size Prints: $6.00
4 x 6: $4.00
5 x 7: $5.00
8 x 10: $6.00
8 x 12: $9.00
11 x 14: $10.00
12 x 18: $14.00
16 x 20: $25.00
16 x 24: $36.00
20 x 30: $46.00
24 x 30: $57.00
24 x 36: $74.00
30 x 40: $78.00

Cards:
Holiday Cards: Starting From $52.00
Graduation Cards: Starting From $52.00

Wall Art - Canvas:
8 x 8: $87.00
8 x 10: $86.00
11 x 14: $107.00
12 x12: $ 107.00
16 x 16: $132.00
16 x 20: $147.00
16 x 24: $164.00
20 x 30: $201.00
24 x 36: $253.00
30 x 40: $296.00

Standout Print:
Starting From $43.00

Gallery Frame:
Starting From $58.00

Framed Canvas:
Starting From $136.00
(Depends on designs, Material, & type of photo paper)

Acrylic Print:
8 x 8: $79.00
8 x 10: $90.00
11 x 14: $133.00
12 x 12: $124.00
16 x 16: $194.00
16 x 20: $199.00
16 x 24: $225.00
20 x 30: $279.00
30 x 40: $561.00

Signature Photo Albums:
Starting From $136.00

Premium Layflat Books
Starting From $103.00

Everyday Hardcover Books
Starting From $65.45

Question 7

Does arriving late to my appointment interfere with my session time?

Accepted Answer

To ensure that every appointment begins on time, please know that late arrivals & "prep time" in the dressing room will count against your session time.

Example... if your appointment is from 1pm until 1:30pm, and you arrive at 1:15pm... you will have from 1:15p until 1:30pm for your photoshoot (unless additional time is available and purchased).

Another Example... if your appointment is from 1pm until 1:30pm, and you arrive at 1pm but spend 15min in the dressing room, you will have from 1:15p until 1:30pm for your photoshoot (unless additional time is available and purchased).

You are not allowed to arrive at 12:45pm for a 1pm session to access the dressing room or bathroom area for prep time due to the restroom needing to be always available for guests and clients.

We recommend that you reserve a session with the amount of time that can accommodate your expectations for your prep time, outfit changes, and other needs for your session.

Question 8

How do I let you know if I want a special kind of edit on my photos?

Accepted Answer

To see if we offer or are able to do a particular type of edit, you can contact us using the This Form, and uploading a screenshot of your idea.

Or, you can see examples of creative edits that we've done in the past by using This Link. After that, be sure to show the idea to your photographer so that they can take the necessary photos during your session. Once you receive your photo gallery after your session, from there you will be able to select and purchase the photos that you want the creative edits applied to. The cost for each edit begins at only $20 per photo.

Question 9

Does Q11 still do weddings, events, or photoshoots outside of the studio?

Accepted Answer

Thank you for considering us to serve you for your special occasion. We understand that each event and session type is different, so please feel free to use the contact form to send us the details, the date, how many hours of coverage you will need, and we will try to accommodate as best as we can.

Question 10

Am I able to request a specific photographer for my session?

Accepted Answer

We strive to provide a consistent experience to each client, no matter who the photographer is. Each of our team members have received the same training and held to the same quality control standards. However, if you would like to request a female or a male photographer for your session, simply type that request on the last line of your booking form and we will try our best to accommodate your request.

Question 11

Am I able to bring my dog to my photoshoot?

Accepted Answer

Yes, we do allow ONE dog or cat to be a part of your photoshoot. However... the more time pets spend in the studio, the greater the risk for loud barking, scratching, or even "accidents" to happen. So to avoid making our other clients uncomfortable or distracted during their session time, we request that pets only be brought into the studio when the photographer is ready to take those specific shots. Prior to this and after this, the dog/cat must be returned to your vehicle, so we suggest having an additional guest with you that can attend to the dog/cat during these times.

NOTE: Dogs that are an aggressive breed are not allowed under any circumstances. We understand that they may be well trained and friendly, however we have to consider the safety, comfort level, and peace of all staff and other paying clients.

To have one additional dog/cat in your photos, please use this link to purchase the add-on.

Question 12

What is the difference between Executive Level Sessions versus Standard Sessions?

Accepted Answer

Our Executive Level Sessions are our premiere experience and absolute BEST photoshoot option. These sessions are shot in our Executive Studios and also come with complimentary access to our premium props, fabrics, lighting accessories, and our Infinity Wall. Take a look at our Executive Level Portfolio to see the kind of amazing shots that can created with this session.

Question 13

How many poses/pictures and outfit changes come with my session?

Accepted Answer

Each of our packages come with UNLIMITED poses, photos, and outfit changes. The amount of pictures that you are able to take during your session will vary based on your arrival time, the time it takes for you to change clothes, review your portraits, how many different props you'd like to use, etc.
NOTE:
30min & 45min sessions can get up-to 2 backdrop changes
60min & 75min sessions can get up-to 3 backdrop changes 
90min sessions can get up-to 4 backdrop changes
120min sessions can get up-to 5 backdrop changes

Question 14

Can I use the chairs/couches that I see on your Instagram page during my session?

Accepted Answer

Here’s a link to review all of our available props that you can reserve for your session:  "Q11 Store"

We also have complimentary chairs and stools that you're able to use as well.

Question 15

How soon will I get my pictures back after my appointment?

Accepted Answer

You'll receive your complete photo gallery the same day of your session. From that gallery you'll be able to order additional edits, prints, and download your gallery without any watermarks.

Question 16

How many edits come with my package?

Accepted Answer

Our goal is for our clients love their images without any retouching being needed. However, the majority of our packages now include at least one complimentary retouch. You can find out if the package you're interested in comes with a complimentary retouch by reading the package description on our website for that particular session.  You'll also be able to order additional retouches, advanced retouches, and creative edits after your session. Instructions on how to do so will be provided via the email you will receive after your session has been completed.

Question 17

How soon will I get my edits back after ordering?

Accepted Answer

The typical turnaround time is 2-3 business days, unless you have a large order, or if a large order was placed before yours. You are also able to place a "Rush Order" if you need your retouches back sooner.

Question 18

How do I let you know which pictures I would like to be retouched?

Accepted Answer

We suggest that you wait until after your session to order your retouches so you can view your photos to see if they need to be retouched. After that, simply click the shopping cart icon on the photo(s) that you would like to have retouched from your online gallery. To let us know which photo you'd like used for your complimentary retouch, simply read and follow the instructions that you received in the email containing your online gallery.

Question 19

What is your company 's privacy policy regarding client information?

Accepted Answer

At Q11 Photography, we value your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, and safeguard your data when you interact with our website, provide information via our 10DLC messaging system, or otherwise engage with us.

Information We Collect
We may collect the following types of personal information from you:

Personal Information:
Name, email address, phone number, and any other information you provide through our website or messaging services.

Photographic Data: 
Images, session preferences, or details you provide related to our photography services.

Communication Data: 
Information such as the content of messages you send to our 10DLC phone number (e.g., booking requests, inquiries).

How We Collect Information
We collect data through the following methods:
Website Forms: When you submit inquiries, booking requests, or subscribe to our newsletter.
10DLC Messaging: When you send messages to our business number, we collect and store your phone number and the content of your messages.
Cookies and Tracking Technologies: Our website may use cookies to enhance your experience and track usage patterns.

Use of Your Information
The information we collect is used for the following purposes:
Service Provision: To provide you with photography services, including booking and communicating about your sessions.
Customer Support: To respond to your inquiries and resolve issues you may encounter.
Marketing and Communication: To send promotional messages, updates, and offers through SMS, email, or other methods, if you have opted in.
Legal Compliance: To comply with legal obligations and regulations concerning your personal information.

Sharing of Your Information
We do not sell or rent your personal information to third parties. However, we may share your information with:
Service Providers: Third-party vendors who assist in delivering our services (e.g., SMS providers for our 10DLC messaging a.k.a CallHarbor).
Legal Authorities: When required by law, we may disclose your information to comply with legal requests or protect our rights.

Data Security
We take appropriate security measures to protect your personal data from unauthorized access, disclosure, or misuse. This includes encryption, secure storage, and limited access to personal information by authorized personnel.

Your Rights
You have the right to:
Access: Request a copy of the personal data we hold about you.
Rectification: Correct any inaccuracies in your personal data.
Deletion: Request the deletion of your personal data, subject to certain exceptions (e.g., legal obligations).
- Opt-Out: Unsubscribe from marketing communications or text messages at any time by following the instructions provided in the communication.

Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites. We encourage you to review the privacy policies of any third-party websites you visit.

Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices or legal obligations. Any updates will be posted on our website with the effective date of the change.

Effective Date: 10/01/2024