At Smiler, we’re committed to delivering the best experience to both photographers and clients. To maintain a high standard of professionalism, fairness, and reliability, we have a structured suspension policy in place. If you're a photographer working with us, it's important to understand what can lead to a suspension—and how to avoid it.
🚨 Suspension Levels Explained
We use a tiered system with three levels of suspension, each reflecting the severity or frequency of issues.
🔹 Level 1 Suspension
A Level 1 suspension is a warning sign. It may occur when a photographer consistently falls short of Smiler's service standards. You might receive a Level 1 suspension if:
Consistently Poor Reviews: You've received more than two 1-3⭐ reviews in a single month, or 1–2 low-star reviews per month over a period of three months.
Policy Misuse (Rescheduling/Reassignments): You exceed the limit of five reassigned photoshoots by the support team in one month.
Late Uploads: You’ve uploaded more than five photoshoots later than 48 hours after the shoot date in a single month (except for Santorini, which allows 72 hours)
Unprofessional Conduct: Any disrespectful behavior toward the Smiler or support team can also trigger a Level 1 suspension.
When you receive a first level suspension, your account will be blocked from seeing new upcoming bookings for the following 2 weeks after you receive the notification. However all photoshoots already assigned to you will remain in your account. This level is an opportunity to reflect and improve. Continuing to disregard Smiler’s policies could result in stricter consequences.
🔸 Level 2 Suspension
Level 2 is a more serious disciplinary measure, often following a previous Level 1 suspension. It may also be issued for more critical or repeated issues:
Previous Level 1 Suspension: You've already been suspended once and the problematic behavior continues.
Repeated Poor Reviews: The same 1-3⭐ review thresholds apply as in Level 1.
Ongoing Policy Misuse: Continued abuse of the rescheduling and reassignment limit.
Late Uploads Escalation: You’ve uploaded more than five photoshoots later than 48 hours after the shoot date in a single month (except for Santorini, which allows 72 hours)
Serious Incidents: Includes dangerous or inappropriate behavior such as:
Aggression or risky behavior towards clients
Repeated disrespect towards the Smiler team or support staff
Harassment or inappropriate language directed at other photographers, clients, or team members
Unforeseen Critical Situations: If a serious concern arises, Smiler may suspend your account temporarily while evaluating the situation.
When you receive a second level suspension, your account will be blocked from seeing new upcoming bookings for the following 2 weeks after you receive the notification. All photoshoots already assigned to you will be removed, as well as made available for other photographers in your area to claim. This level is your last opportunity to reflect and improve. Continuing to disregard Smiler’s policies could result in stricter consequences.
🔴 Level 3 Suspension
This is the most severe suspension level and often leads to permanent removal from the platform. Level 3 may be applied in the following cases:
Escalation of Level 2 Issues: If previous behaviors have not improved after a Level 2 suspension.
Critical Violations: Such as:
Dangerous conduct toward clients
Repeated harassment or disrespectful communication
Any serious misconduct that calls into question the continuation of your partnership with Smiler
When you receive a third level suspension, your account will be permanently blocked from accessing our booking services. All photoshoots already assigned to you will be removed, as well as made available for other photographers in your area to claim. Reaching a third level suspension means you have continually broken Smiler’s rules and perpetrated misconduct continually.
✅ How to Avoid Suspension
Here’s how you can stay in good standing with Smiler:
Maintain high-quality service and communication with clients.
Be respectful and professional with clients, the Smiler team, and fellow photographers.
Stick to your commitments—avoid unnecessary reschedules or no-shows.
Upload your photoshoots on time.
Be mindful of feedback and strive for continuous improvement.
Final Thoughts
Suspensions are never issued lightly—they are in place to protect the integrity of the platform and ensure everyone has a great experience. We believe in giving photographers opportunities to improve, but ongoing issues or serious misconduct cannot be overlooked.
If you ever receive a suspension, we recommend reviewing the reasons provided, reaching out to the Smiler support team if needed, and taking steps to correct the course. We're here to support your success as part of our community.