Digital Product Fulfilment Policy
Shot Flow · Digital Product Fulfilment Policy · v1.0 · Effective 21 July 2026
| Field | Value |
| Operator | CHALET AQUARIUS LTD |
| Company number | 15587263 |
| Registered office | 20 Wenlock Road, London, England, N1 7GU |
| Trading name / brand | Shot Flow |
| Website | https://shot-flow.com |
| Contact email | info@shot-flow.com |
| Support / complaints | info@shot-flow.com (Monday–Friday, 09:00–17:00 UK time, excluding public holidays) |
| Governing law | Laws of England and Wales |
| Document version | v1.0 |
| Effective date | 21 July 2026 |
| Digital fulfilment: Shot Flow supplies digital files only. No physical goods are shipped. Most paid Orders are made available immediately and within five minutes; a proportionate payment or security review may extend access for up to 24 hours. |
1. Purpose and scope
1.1 Purpose and scope standard. This policy explains how paid Assets and Bundles are accepted, prepared, delivered, evidenced and supported. For purpose and scope, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
1.2 Related provisions for purpose and scope. Within electronic delivery of stock-photo Assets and Bundles, a question or correction about purpose and scope may be sent to info@shot-flow.com with enough detail to identify the relevant Order, account or interaction. Full payment credentials and unrelated personal information must not be sent by email.
1.3 How purpose and scope operates. To administer purpose and scope, Shot Flow uses order creation, secure link issuance, account-library access, content-delivery systems and support remediation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
1.4 Outcome for purpose and scope. The rules on purpose and scope should be read with the Terms & Conditions, Payment Policy and Refund Policy. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
1.5 Decision criteria for purpose and scope. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with purpose and scope should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
2. Products covered
2.1 Products covered standard. The service supplies individual stock-photo Assets and packaged Bundles under a digital-content licence. For products covered, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
2.2 Correction of products covered. For electronic delivery of stock-photo Assets and Bundles, operational delivery of products covered may depend on provider systems and the user’s device or network. A temporary technical limitation does not alter the underlying contractual or statutory position.
2.3 Information relevant to products covered. The normal treatment of products covered may be adjusted for manual fraud review, provider outage, user-side incompatibility and events beyond reasonable control. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
2.4 Misuse safeguards for products covered. In applying products covered to electronic delivery of stock-photo Assets and Bundles, if an initial decision relied on incomplete information, the user may submit material new evidence. Shot Flow will reconsider the affected point without requiring repetition of information already held.
3. Age and purchasing authority
3.1 Age and purchasing authority standard. Digital Orders may be placed only by users aged 18 years or over with authority to accept the licence and make payment. For age and purchasing authority, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
3.2 Outcome for age and purchasing authority. The rules on age and purchasing authority should be read with the Terms & Conditions, Payment Policy and Refund Policy. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
3.3 User duties for age and purchasing authority. Within electronic delivery of stock-photo Assets and Bundles, when age and purchasing authority requires user input, the user must give accurate and current information, use the available account or support route and take reasonable steps within the user’s control. Deliberate circumvention or materially misleading information may change the available outcome.
3.4 Misuse safeguards for age and purchasing authority. In applying age and purchasing authority to electronic delivery of stock-photo Assets and Bundles, if an initial decision relied on incomplete information, the user may submit material new evidence. Shot Flow will reconsider the affected point without requiring repetition of information already held.
4. No physical shipping
4.1 No physical shipping standard. All products are delivered electronically and no courier, postal or collection service applies. For no physical shipping, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
4.2 How no physical shipping operates. To administer no physical shipping, Shot Flow uses order creation, secure link issuance, account-library access, content-delivery systems and support remediation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
4.3 Outcome for no physical shipping. The rules on no physical shipping should be read with the Terms & Conditions, Payment Policy and Refund Policy. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
4.4 Decision criteria for no physical shipping. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with no physical shipping should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
5. Order acceptance
5.1 Preconditions. An Order is eligible for fulfilment after the provider reports successful payment, Shot Flow accepts the transaction and any required authentication or risk review is complete.
5.2 Acknowledgement. A preliminary payment or Order acknowledgement is not proof that acceptance or delivery is complete while status is pending.
5.3 Immediate supply choice. Where consumer law requires, immediate delivery during the cancellation period follows the user’s express request and acknowledgement concerning the cancellation right.
5.4 Declined Order. A declined, failed, cancelled or permanently reversed payment does not create a download entitlement or licence.
6. Delivery methods
6.1 Account library. A signed-in user may receive the Asset or Bundle in a purchase library linked to the accepted Order.
6.2 Order page. A confirmation page may provide an authenticated download control and Order details.
6.3 Email link. A secure link may be sent to the purchase email. The user must check spelling, spam filtering and mailbox availability.
6.4 Equivalent method. Shot Flow may use another secure method that provides substantially equivalent access and protects the source file from unauthorised distribution.
7. Delivery timing
7.1 Ordinary target. Most accepted Orders are accessible immediately and within five minutes after successful payment.
7.2 Review target. An Order selected for payment, fraud or security review may remain pending for up to 24 hours.
7.3 Incident delay. A material platform, provider or network incident may extend the target. Shot Flow will restore access or provide the appropriate remedy rather than treat a failed mechanism as completed delivery.
7.4 No physical estimate. Shipping times, carriers, customs and tracking numbers do not apply because the products are digital files.
8. When delivery is complete
8.1 Completion standard. Delivery is complete when a functioning download route for the purchased Asset or complete Bundle is made available through the agreed account, order page or email destination.
8.2 Access versus download. The user need not actually save the file for access to have been supplied, but a broken, expired-on-arrival or materially incomplete route is not proper fulfilment.
8.3 Bundle completeness. Where a product description lists multiple included Assets, completion requires access to the listed components or a complete archive containing them.
8.4 Contrary evidence. Technical logs are relevant but not conclusive against credible evidence of a provider, account or file failure.
9. Bundle delivery
9.1 Bundle delivery standard. A Bundle should expose all items identified in the product description or a complete archive containing them. For bundle delivery, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
9.2 Decision criteria for bundle delivery. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with bundle delivery should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
9.3 Limits on bundle delivery. If bundle delivery cannot be completed as expected, the response may include resend, refreshed link, replacement, alternative format, escalation or refund review. The response should address the affected Order, account, record or use rather than impose a broader restriction without reason.
9.4 Correction of bundle delivery. For electronic delivery of stock-photo Assets and Bundles, operational delivery of bundle delivery may depend on provider systems and the user’s device or network. A temporary technical limitation does not alter the underlying contractual or statutory position.
10. File formats and compatibility
10.1 File formats and compatibility standard. The product page identifies the supplied format and the user is responsible for compatible software and storage. For file formats and compatibility, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
10.2 Decision criteria for file formats and compatibility. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with file formats and compatibility should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
10.3 Limits on file formats and compatibility. If file formats and compatibility cannot be completed as expected, the response may include resend, refreshed link, replacement, alternative format, escalation or refund review. The response should address the affected Order, account, record or use rather than impose a broader restriction without reason.
10.4 Correction of file formats and compatibility. For electronic delivery of stock-photo Assets and Bundles, operational delivery of file formats and compatibility may depend on provider systems and the user’s device or network. A temporary technical limitation does not alter the underlying contractual or statutory position.
10.5 Information relevant to file formats and compatibility. The normal treatment of file formats and compatibility may be adjusted for manual fraud review, provider outage, user-side incompatibility and events beyond reasonable control. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
11. Download access and link security
11.1 Download access and link security standard. Download links and account access are personal to the purchaser and may be time-limited or protected against sharing. For download access and link security, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
11.2 Outcome for download access and link security. The rules on download access and link security should be read with the Terms & Conditions, Payment Policy and Refund Policy. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
11.3 Decision criteria for download access and link security. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with download access and link security should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
12. User responsibilities
12.1 User responsibilities standard. Users must provide an accurate email, maintain account security, check filtered mail and download and back up files promptly. For user responsibilities, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
12.2 Misuse safeguards for user responsibilities. In applying user responsibilities to electronic delivery of stock-photo Assets and Bundles, if an initial decision relied on incomplete information, the user may submit material new evidence. Shot Flow will reconsider the affected point without requiring repetition of information already held.
12.3 Controls for user responsibilities. A decision concerning user responsibilities may take account of payment status, order timestamps, email events, tokens, download logs, file hashes and support tests. The weight assigned to a record depends on reliability, context and any credible contrary material supplied by the user.
12.4 Requests about user responsibilities. For electronic delivery of stock-photo Assets and Bundles, safeguards used for user responsibilities protect purchasers, rights holders, payment participants and the service. They may be tightened where a credible security or rights risk exists and relaxed after that risk is resolved.
13. Delayed, missing or failed delivery
13.1 Initial checks. The user should confirm the payment status, purchase email, account login, filtered mail, browser download settings and available storage.
13.2 Support request. Send the Order reference, purchase email, approximate time, device, browser and visible error to info@shot-flow.com without including full payment credentials.
13.3 Remediation. Shot Flow may resend a link, correct the destination, restore an entitlement, provide an alternative archive or validate the file.
13.4 Remedy. If a working route cannot be supplied within a reasonable period, a replacement, price reduction or refund is provided where required by the Refund Policy and law.
14. Corrupted or incomplete files
14.1 Corrupted or incomplete files standard. A reproducible corruption or missing Bundle component is corrected through replacement, repair or the applicable refund remedy. For corrupted or incomplete files, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
14.2 How corrupted or incomplete files operates. To administer corrupted or incomplete files, Shot Flow uses order creation, secure link issuance, account-library access, content-delivery systems and support remediation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
14.3 Requests about corrupted or incomplete files. For electronic delivery of stock-photo Assets and Bundles, safeguards used for corrupted or incomplete files protect purchasers, rights holders, payment participants and the service. They may be tightened where a credible security or rights risk exists and relaxed after that risk is resolved.
14.4 Information relevant to corrupted or incomplete files. The normal treatment of corrupted or incomplete files may be adjusted for manual fraud review, provider outage, user-side incompatibility and events beyond reasonable control. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
14.5 Decision criteria for corrupted or incomplete files. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with corrupted or incomplete files should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
15. Security and fraud review
15.1 Security and fraud review standard. A flagged Order may be held for proportionate verification before the licence and download entitlement become final. For security and fraud review, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
15.2 Correction of security and fraud review. For electronic delivery of stock-photo Assets and Bundles, operational delivery of security and fraud review may depend on provider systems and the user’s device or network. A temporary technical limitation does not alter the underlying contractual or statutory position.
15.3 Outcome for security and fraud review. The rules on security and fraud review should be read with the Terms & Conditions, Payment Policy and Refund Policy. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
15.4 User duties for security and fraud review. Within electronic delivery of stock-photo Assets and Bundles, when security and fraud review requires user input, the user must give accurate and current information, use the available account or support route and take reasonable steps within the user’s control. Deliberate circumvention or materially misleading information may change the available outcome.
15.5 Misuse safeguards for security and fraud review. In applying security and fraud review to electronic delivery of stock-photo Assets and Bundles, if an initial decision relied on incomplete information, the user may submit material new evidence. Shot Flow will reconsider the affected point without requiring repetition of information already held.
16. Evidence of fulfilment
16.1 Order evidence. Records may include the product description, price, consent, payment and acceptance status.
16.2 Delivery evidence. Records may include the email event, account entitlement, token creation, content-delivery response, Internet Protocol address, timestamp and download event.
16.3 Data minimisation. Evidence is limited to what is reasonably necessary for fulfilment, security, support and dispute handling and is retained under the Privacy Policy.
16.4 Review. A user may provide screenshots, error messages or other contrary evidence, which will be assessed with the system record rather than rejected automatically.
17. Refunds, reversals and access removal
17.1 Refunds, reversals and access removal standard. A full refund or permanent payment reversal may revoke the entitlement and licence. For refunds, reversals and access removal, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
17.2 Decision criteria for refunds, reversals and access removal. Within electronic delivery of stock-photo Assets and Bundles, a notice dealing with refunds, reversals and access removal should identify what happened, the relevant effective time and the practical next step, unless disclosure would compromise security, another person’s rights or a lawful investigation.
17.3 Related provisions for refunds, reversals and access removal. Within electronic delivery of stock-photo Assets and Bundles, a question or correction about refunds, reversals and access removal may be sent to info@shot-flow.com with enough detail to identify the relevant Order, account or interaction. Full payment credentials and unrelated personal information must not be sent by email.
18. Service continuity and re-downloads
18.1 Service continuity and re-downloads standard. Account re-download is a convenience and users should keep secure lawful backups of purchased files. For service continuity and re-downloads, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
18.2 User duties for service continuity and re-downloads. Within electronic delivery of stock-photo Assets and Bundles, when service continuity and re-downloads requires user input, the user must give accurate and current information, use the available account or support route and take reasonable steps within the user’s control. Deliberate circumvention or materially misleading information may change the available outcome.
18.3 Related provisions for service continuity and re-downloads. Within electronic delivery of stock-photo Assets and Bundles, a question or correction about service continuity and re-downloads may be sent to info@shot-flow.com with enough detail to identify the relevant Order, account or interaction. Full payment credentials and unrelated personal information must not be sent by email.
18.4 How service continuity and re-downloads operates. To administer service continuity and re-downloads, Shot Flow uses order creation, secure link issuance, account-library access, content-delivery systems and support remediation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
19. Support, complaints and contact
19.1 Support, complaints and contact standard. Fulfilment issues are sent to info@shot-flow.com with the Order and technical details. For support, complaints and contact, the provision is confined to electronic delivery of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
19.2 Related provisions for support, complaints and contact. Within electronic delivery of stock-photo Assets and Bundles, a question or correction about support, complaints and contact may be sent to info@shot-flow.com with enough detail to identify the relevant Order, account or interaction. Full payment credentials and unrelated personal information must not be sent by email.
19.3 Controls for support, complaints and contact. A decision concerning support, complaints and contact may take account of payment status, order timestamps, email events, tokens, download logs, file hashes and support tests. The weight assigned to a record depends on reliability, context and any credible contrary material supplied by the user.
Digital fulfilment scenario matrix
| Scenario | Target / condition | Shot Flow response | Customer action |
| Successful standard Order | Immediate, normally within five minutes | Grant account, page or email access and issue confirmation | Download, validate and back up the files |
| Order under security review | Up to 24 hours | Verify proportionately, then accept, decline or refund | Monitor purchase email and answer a reasonable request |
| Confirmation email not received | Payment accepted but message missing | Confirm status and resend or provide account access | Check spam, email spelling and mailbox capacity |
| Secure link invalid on first use | Access mechanism does not function | Issue a replacement or alternative route | Send Order and visible error details |
| Bundle component missing | Published Bundle manifest is incomplete | Supply the component or apply an appropriate remedy | Identify the missing file against the product list |
| File corrupted | Reproducible technical failure | Validate and replace or provide another permitted remedy | Provide file name, hash or error screenshot where possible |
| Local software incompatibility | File matches the published format | Provide reasonable format guidance; refund is not automatic | Use compatible software and sufficient storage |
| Payment permanently reversed | No settled payment remains | Remove or suspend entitlement and apply licence consequences | Resolve with issuer or purchase again lawfully |
Digital-delivery troubleshooting guide
1. Confirm that the Order status is paid or accepted rather than pending, declined or failed.
2. Sign in using the purchase email, check the Order page and search filtered or spam mail for the confirmation.
3. Temporarily allow downloads and provider domains, verify free storage and try a current supported browser.
4. For an archive, save it locally before extraction and use software compatible with the published file type.
5. Contact support with the Order number, file name, time, browser, operating system and exact error; redact unrelated personal data.
6. After successful access, maintain a secure project backup because indefinite re-download availability is not guaranteed.
Shot Flow · Digital Product Fulfilment Policy · v1.0 · Effective 21 July 2026 · Published on the website; subject to update; the current published version governs.