Photographs

• Client's photographs must be approved by Joanne Kilner before the order is confirmed. Joanne Kilner has the right to refuse commissions if she believes the photographs are not of a sufficient quality.
• If clients wish to use photographs taken by another party e.g. professional photographer, the onus is upon the client to obtain permission from the copyright holder and provide proof of this at the time of ordering.

Payment

• Commission orders will only be accepted when accompanied by a 20% non-refundable deposit. Payment in full is required on receipt of the portrait if delivered personally, or prior to posting otherwise.
• All portraits remain the property of Joanne Kilner until paid for in full.

Fees

• Commission fees are as per current published price list and are non-negotiable. For non-standard commissions Joanne Kilner will supply the client with a quote which will be adhered to for that particular commission.

Time Scale

• An anticipated date of completion will be given at the time of ordering or upon prior enquiry. Although Joanne Kilner will make every effort to meet this, it should not be regarded as an absolute guarantee.
• Joanne Kilner will not be held liable for delays in completion due to reasons beyond her control.

Delivery

• Delivery will be made in person by Joanne Kilner wherever possible. Otherwise portraits will be posted by Royal Mail Special Delivery and are covered against loss or damage whilst in transit.

Portrait Satisfaction Guarantee / Refunds Policy

• Customer satisfaction is of the utmost importance to Joanne Kilner in upholding her professional reputation. As such, she guarantees to produce a true likeness of your animal.
• On completion of the portrait customers will be sent a preview image for their approval. Joanne Kilner will make any alterations you require free of charge at this point.
• Upon receipt of the portrait, in the unlikely event that clients do not think the portrait is a true likeness of their animal, Joanne Kilner will make any further alterations at a cost of £20. If you do not wish to keep the portrait Joanne Kilner will refund your payment less the deposit and any additional postage costs upon return of the portrait. In order to comply with this guarantee   Joanne Kilner must be notified within 48 hours of receipt of the portrait of your intention, and the portrait must be returned undamaged within 14 days.

Copyright

• Reproduction and publishing rights for all artwork remain with Joanne Kilner and images must not be copied, reproduced or published in any form without her express written permission. The same applies for photographs taken by Joanne Kilner. The client agrees that commissioned images may be used by Joanne Kilner for promotional purposes, prints for sale or any other purpose.