Refund & Cancellation Policy

Last updated: August 2026

At Golden Hour, I understand that pregnancy, birth and family life don't always go according to plan. This policy sets out clear cancellation, rescheduling and refund terms so that you know what to expect, while also allowing for compassion when unexpected circumstances arise.

These terms apply to Golden Hour doula services, birth photography, maternity photography, newborn photography, family photography and other photography services.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Doula & Birth Photography

Booking Retainer

A 20% booking retainer is required when you book.

The retainer secures your place with Golden Hour and reserves my availability around your estimated due date. Once your booking is confirmed, I may decline other clients for the same period.

The booking retainer is non-refundable if you change your mind or cancel.

Payment of Your Remaining Balance

The remaining 80% of your package fee is due by 35 weeks' gestation.

Payment plans can be arranged at the time of booking if required.

If your booking is cancelled before the remaining balance has been paid, the cancellation amounts below will still apply to the total package price, not simply to the amount you have already paid.

Cancelling a Doula or Birth Photography Booking

Because birth bookings require me to reserve a period of on-call availability that cannot usually be offered to another client at short notice, the amount retained increases as your due date approaches.

Cancellation before 28 weeks

If you cancel before 28 weeks:

• your 20% booking retainer is retained; and
• any amount paid above the retainer will be refunded, less the value of any services already provided.

For example, if your package is $2,500 and you have paid $500, the $500 retainer is retained.

If you have paid more than $500, the additional amount will generally be refunded, less any services already provided.

Cancellation from 28 weeks to 35+6 weeks

If you cancel between 28 weeks and 35 weeks + 6 days:

• the 20% booking retainer is retained; and
• an additional 30% of the total package price becomes payable to cover the increasing loss of availability and preparation associated with your booking.

This means that 50% of the total package price is retained/payable.

For example, for a $2,500 package:

• $500 booking retainer is retained; and
• a further $750 is payable;
• total cancellation amount = $1,250 (50%).

Any amount you have already paid above the applicable cancellation amount will be refunded.

Cancellation from 36 weeks onwards

From 36 weeks, I am holding my availability specifically for your birth and it is generally no longer possible to replace your booking.

If you cancel from 36 weeks onwards:

• the 20% booking retainer is retained; and
• an additional 60% of the total package price becomes payable.

This means that 80% of the total package price is retained/payable.

For example, for a $2,500 package:

• $500 booking retainer is retained; and
• a further $1,500 is payable;
• total cancellation amount = $2,000 (80%).

The remaining 20% of the package price is not payable.

Where services have already been provided, those services are included within the applicable cancellation amount rather than charged again separately.

Exceptional Circumstances

I understand that not every cancellation is a simple change of mind.

If exceptional circumstances arise, I may agree to a different refund or payment arrangement where appropriate.

This may include circumstances such as:

• pregnancy loss;
• stillbirth;
• serious illness;
• significant family emergency; or
• another genuinely exceptional circumstance that could not reasonably have been anticipated when you booked.

I will consider the circumstances individually and discuss the available options with you.

Any alternative arrangement will be confirmed in writing.

Pregnancy Loss & Stillbirth

If you experience miscarriage, pregnancy loss or stillbirth, the standard cancellation schedule above will not automatically be applied.

Please contact me when you feel able.

Depending on how far along your pregnancy is and what services have already been provided, I may offer:

• a full refund of unused services;
• a partial refund;
• transfer of unused services to another appropriate service;
• a credit; or
• another arrangement agreed between us.

There is no expectation that you make an immediate decision while you are grieving.

Any services already provided before the pregnancy loss may be deducted from a refund where appropriate.

Changes to Your Birth Plans

Your birth plan can change.

Choosing an induction, epidural, caesarean birth, homebirth, birth centre or hospital birth does not cancel your booking.

My role is to support you rather than a particular type of birth.

If I remain able to provide the services included in your package, changing your birth preferences or planned method of birth does not result in a cancellation fee or refund.

Planned Unassisted Birth

Golden Hour does not attend planned unassisted births where no qualified medical or midwifery care provider is present.

If you decide after booking that you intend to have a planned unassisted birth, please let me know as soon as possible.

If this means I can no longer safely or appropriately provide the service agreed upon, your booking will be treated as a client cancellation and the applicable cancellation terms will apply based on your gestational age.

If I Miss Your Birth

Birth can happen very quickly, and I cannot guarantee that I will arrive before your baby is born.

If your labour progresses too quickly

If I have been notified appropriately, have made reasonable efforts to attend and your baby is born before I can reasonably arrive, this will not be considered a failure to provide your service.

No refund of the birth component will generally be provided in this situation.

I will still provide any remaining services included in your package where possible.

If I miss your birth because of an avoidable error on my part

If I fail to attend because of something reasonably avoidable on my part, I will provide an appropriate remedy.

Where the birth component cannot be provided, this will include a refund of the birth-support and birth-photography components of your package.

Services already provided, such as prenatal appointments, will remain payable.

If I am unable to attend because of an emergency

If I am unable to attend your birth because of serious illness, emergency or another unavoidable circumstance, I will make every reasonable effort to arrange suitable backup support.

If suitable backup support cannot be arranged, I will refund the unused birth component of your package.

Backup Support

Birth work involves being on call around your estimated due date. While I take every reasonable precaution to be available, emergencies and serious illness can occur.

If I need to activate backup support, I will let you know as soon as reasonably possible.

Where appropriate backup is available, the backup doula and/or photographer may attend in my place.

If you have booked both doula and birth photography and only one part of the service can be covered, I will refund the unused portion of the affected service.

Homebirth to Hospital Transfer

If you are planning a homebirth and need to transfer to hospital, I will make every reasonable effort to continue supporting you.

I can only provide support within the rules and policies of the hospital and where my attendance is permitted.

A transfer from home to hospital does not automatically cancel your booking.

Early Birth

If your baby arrives before your estimated due date, I will make every reasonable effort to attend.

If labour progresses too quickly for me to arrive, the If I Miss Your Birth section applies.

Photography Services

This section applies to maternity, newborn, family and other non-birth photography sessions.

Golden Hour does not charge a separate photography session fee.

Your photography booking is secured when the required 20% booking retainer for your chosen package or collection has been received.

The booking retainer forms part of your total collection price.

Booking Retainer

The 20% booking retainer is generally non-refundable if you choose to cancel your booking, as your appointment has been reserved specifically for you.

Where appropriate, I may allow the retainer to be transferred once to another eligible photography session with Golden Hour, subject to availability and the circumstances of the cancellation.

Any approved transfer must generally be used within 12 months of the original session date, unless otherwise agreed in writing.

Your rights under the Australian Consumer Law are not affected.

Cancelling a Photography Session

If you need to cancel your photography session, please provide as much notice as reasonably possible.

If you cancel:

- your 20% booking retainer is generally non-refundable;

- any amount paid above the booking retainer will be considered separately, taking into account any services already provided, reasonable costs already incurred, the circumstances of the cancellation and applicable law; and

- you may request that your booking retainer be transferred once to another eligible photography session.

Any transfer is subject to availability and must be agreed upon in writing.

Maternity Sessions and Early Arrival of Baby

Pregnancy and birth do not always follow the expected timeline.

If pregnancy complications, medical advice, early labour or the arrival of your baby mean your scheduled maternity session can no longer proceed, please contact me as soon as reasonably possible.

Where practicable, your booking retainer may be transferred to another suitable photography session, such as newborn or family photography, subject to availability and mutual agreement.

A refund is not automatically provided solely because your baby arrives before your scheduled maternity session.

Any alternative arrangement, credit or refund will be considered according to the individual circumstances, amounts already paid, services already provided and applicable law.

Exceptional Circumstances

I understand that not every cancellation is simply a change of mind.

Circumstances such as pregnancy loss, stillbirth, serious illness, significant family emergencies or other genuinely exceptional circumstances will always be considered individually and with compassion.

Depending on the circumstances, I may offer:

- rescheduling;

- transfer of your booking;

- credit;

- a partial or full refund; or

- another arrangement agreed between us.

Any alternative arrangement will be confirmed in writing.

Rescheduling Photography Sessions

Weather

If I determine that weather conditions make an outdoor session unsuitable, I will reschedule your session at no additional cost.

Weather-related rescheduling does not count toward your client-requested reschedule allowance.

Client-requested rescheduling

You may request to reschedule your session once without an additional fee, provided reasonable notice is given and a suitable alternative date is available.

If you need to reschedule a second time, a $50 rescheduling fee may apply.

A further $50 rescheduling fee may apply for each additional client-requested reschedule.

Any rescheduling fee will only be charged where it is reasonable in the circumstances.

Requests made at very short notice may be treated as a cancellation where rescheduling cannot reasonably be accommodated.

Illness

Please do not attend a photography session if you or your child has a contagious illness.

If you or your child becomes unwell, please contact me as soon as reasonably possible.

Where reasonable notice is provided, I will endeavour to reschedule your session once without an additional rescheduling fee, subject to availability.

Newborn sessions will always be approached with particular care where illness is involved.

If Golden Hour Needs to Cancel a Photography Session

If I become seriously unwell, have an emergency or otherwise cannot provide your photography session, I will contact you as soon as possible.

You will be offered:

• a new session date at no additional cost; or
• a refund of amounts paid for the affected service if rescheduling is not reasonably possible.

I will never retain payment for a service that I am unable to provide, except to the extent permitted by law.

Circumstances Outside Anyone's Control

Sometimes circumstances outside either person's control can affect a booking.

This may include:

• serious illness or emergency;
• natural disasters;
• dangerous weather;
• government restrictions;
• venue or hospital restrictions;
• unsafe conditions;
• unexpected birth circumstances; or
• another event that makes providing the service impossible or unsafe.

Where possible, I will work with you to reschedule the service or arrange suitable backup support.

If the service cannot reasonably be provided, the unused portion of the service will be refunded or another appropriate arrangement will be made.

Client Safety

Your safety, your family's safety and my safety will always come first.

I may postpone, leave or decline to continue a service if I reasonably believe that continuing would create an unsafe situation.

Where possible, I will communicate with you and work toward an alternative arrangement.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If a failure with a service is not a major failure, you are entitled to have the problem rectified within a reasonable time. If it cannot be rectified as required, you may have further rights under the Australian Consumer Law.

Nothing in this cancellation policy is intended to remove those rights.

Contact

If you need to cancel, reschedule or discuss anything relating to your booking, please contact me as soon as possible.

Mon Hyde

Golden Hour

Perth, Western Australia

Email: goldenhour.doula.photography@outlook.com

I know that sometimes life doesn't go according to plan. If something unexpected happens, please reach out. I will always do my best to approach your circumstances with fairness, compassion and understanding.