In order to offer the best experience possible for both the clients and photographers we adhere to the following guideline.
As the face of Smiler, it is important that you conduct yourself professionally. Therefore, when you claim a booking we expect that you will be on time, perform the duties and be present throughout the time slot. The specifications regarding the booking such as the time allocated, location and the duties are outlined in the Smiler Photographer app.
Cancellation procedure:
If you cannot honour a booked photoshoot, promptly indicate so in the Smiler Photographer app and Smiler Support through email ([email protected]) or whatsapp message (+44 7822011848). Last-minute cancellations are undesired, affecting fellow Smilers and customer relations.
Photographer no-show or late cancellation:
In the event of a no-show or cancellation within 24 hours, notify us via email or WhatsApp with your reasoning. We'll endeavour to find a replacement.
If cancellation occurs within 24 hours before the booking, Smiler reserves the right to restrict access to booked photoshoots.
Two instances of no-show or cancellation within 24 hours will result in a one-week suspension, restricting the photographer from accepting new bookings.
Cancellation by Smiler:
We understand that you have set your time aside for us. In rare cases of your booking being cancelled by Smiler, up to 24 hours until the booking, there will not be any compensation. For cancellations that are within 24 hours of the booking you are entitled to receive a full refund of the booking. The Smiler Support Team will try and reschedule the cancelled booking. If you are able to accept the reschedule booking, then the refund won’t apply.
Photographer delay:
Being on time and prepared is our golden rule. Arrive at the meeting point at least 10 minutes before the scheduled time.
If you're running late due to unforeseen circumstances, promptly inform the client via phone calls, WhatsApp, or text message.
Simultaneously, inform Smiler Support (+44 7822011848) of your expected arrival time and the reason for the delay to keep all parties updated.
Three instances of delays will result in a one-week suspension, restricting the photographer from accepting new bookings.
Timely uploads:
Multiple instances of failing to upload photos within 48 hours will result in a one-week suspension, restricting the photographer from accepting new bookings.
Quality standards:
Consistently delivering subpar work or receiving negative client feedback will result in a formal warning and/or training.
Two instances of poor-quality work will result in a one-week suspension, restricting the photographer from accepting new bookings.
Professional behaviour/communication:
Investigations will be conducted for complaints regarding poor behaviour or communication.
Multiple instances of unprofessional behaviour may result from one-week suspension, restricting the photographer from accepting new bookings to cancellation of all existing bookings and no future bookings permitted.
Voucher management:
Multiple instances of failing to promptly scan vouchers will result in a one-week suspension, restricting the photographer from accepting new bookings.
Multiple instances of poor performance may result in cancellation of all existing bookings and no future bookings permitted.
Smiler Support
You can reach Smiler Support through email ([email protected]) or whatsapp message (+44 7822011848).
When contacting Smiler Support, make sure to include as much information as possible, such as:
Your name
Location
Time
Client name / booking number