Refund Policy
Shot Flow · Refund 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 |
| Refund position: Refund eligibility depends on the reason for the request, whether digital supply began with the consumer’s express consent, whether the Asset or Bundle was delivered and conforms to description, and whether a payment was duplicated or unauthorised. Mandatory consumer remedies always take priority. |
1. Purpose and scope
1.1 Purpose and scope standard. This policy governs refunds, price adjustments, reversals and billing disputes for one-time purchases of Assets and Bundles. For purpose and scope, the provision is confined to one-time purchases 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 Misuse safeguards for purpose and scope. In applying purpose and scope to one-time purchases 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.
1.3 Controls for purpose and scope. A decision concerning purpose and scope may take account of order, product metadata, download events, provider references, screenshots and support history. The weight assigned to a record depends on reliability, context and any credible contrary material supplied by the user.
2. Key principles
2.1 Key principles standard. Shot Flow applies transparent evidence, proportional outcomes and mandatory consumer protections. For key principles, the provision is confined to one-time purchases 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 Related provisions for key principles. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about key principles 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.
2.3 How key principles operates. To administer key principles, Shot Flow uses eligibility screening, file testing, payment reconciliation, fulfilment checks and senior escalation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
2.4 Outcome for key principles. The rules on key principles should be read with the Payment, Cancellation and Digital Product Fulfilment Policies. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
2.5 Decision criteria for key principles. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with key principles 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.
3. Age and purchasing authority
3.1 Age and purchasing authority standard. A purchaser must be at least 18 years old and have authority to use the payment method and accept the digital-content contract. For age and purchasing authority, the provision is confined to one-time purchases 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 How age and purchasing authority operates. To administer age and purchasing authority, Shot Flow uses eligibility screening, file testing, payment reconciliation, fulfilment checks and senior escalation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
3.3 Outcome for age and purchasing authority. The rules on age and purchasing authority should be read with the Payment, Cancellation and Digital Product Fulfilment Policies. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
3.4 Decision criteria for age and purchasing authority. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with age and purchasing authority 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.
4. Eligibility overview
4.1 Eligibility overview standard. Eligibility is assessed by the reason, delivery status, conformity, download activity and applicable law. For eligibility overview, the provision is confined to one-time purchases 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 Limits on eligibility overview. If eligibility overview cannot be completed as expected, the response may include re-delivery, repair, replacement, partial refund, full refund or a reasoned refusal. The response should address the affected Order, account, record or use rather than impose a broader restriction without reason.
4.3 How eligibility overview operates. To administer eligibility overview, Shot Flow uses eligibility screening, file testing, payment reconciliation, fulfilment checks and senior escalation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
4.4 Requests about eligibility overview. For one-time purchases of stock-photo Assets and Bundles, safeguards used for eligibility overview 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.
4.5 Information relevant to eligibility overview. The normal treatment of eligibility overview may be adjusted for mandatory remedies, unresolved non-delivery, material defect, duplicate charge and unauthorised transaction. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
5. Change-of-mind requests
5.1 Commercial window. A consumer may submit a change-of-mind request within 14 days after the contract date. Submission within the window does not by itself guarantee a refund.
5.2 Before supply. Where digital supply has not begun, a timely cancellation is ordinarily accepted and the payment is returned.
5.3 After supply. Where supply began after express consent and acknowledgement that the cancellation right would be lost, a refund is not ordinarily due merely because the user changed preference.
5.4 Business purchases. Business purchases do not carry a general change-of-mind right unless expressly offered on the product page or required by law.
6. Immediate digital supply and cancellation right
6.1 Checkout consent. Before immediate access, the checkout should capture an affirmative request for supply during the cancellation period and acknowledgement that the right to cancel will be lost once supply begins.
6.2 Confirmation. The order confirmation records the digital-content contract, price, consent and access route in a durable form.
6.3 No waiver of conformity rights. The acknowledgement affects only a change-of-mind cancellation right. It does not waive remedies for non-delivery, corruption or material misdescription.
6.4 No valid consent. If legally required consent or acknowledgement was not captured, the statutory cancellation position will be assessed without relying on loss of the right.
7. Non-delivery and access failure
7.1 First response. Shot Flow will normally provide a replacement link, restore account access or correct the purchase email before issuing a refund where correction is practical.
7.2 Delivery target. Most Orders are available immediately and within five minutes. A security review may extend this to 24 hours.
7.3 Failure. If no working means of access is supplied within the applicable period after reasonable troubleshooting, the user may receive a refund for the undelivered item.
7.4 User-controlled issue. A misspelled email, full mailbox, blocked provider domain or incompatible local software will be assisted but does not automatically establish non-delivery.
8. Defective, corrupted or materially misdescribed content
8.1 Defective, corrupted or materially misdescribed content standard. Non-conforming content may be repaired, replaced, price-reduced or refunded according to law. For defective, corrupted or materially misdescribed content, the provision is confined to one-time purchases of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
8.2 Related provisions for defective, corrupted or materially misdescribed content. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about defective, corrupted or materially misdescribed content 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.
8.3 How defective, corrupted or materially misdescribed content operates. To administer defective, corrupted or materially misdescribed content, Shot Flow uses eligibility screening, file testing, payment reconciliation, fulfilment checks and senior escalation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
9. Duplicate or incorrect charge
9.1 Duplicate or incorrect charge standard. Verified duplicate, wrong-amount or processing errors are corrected promptly. For duplicate or incorrect charge, the provision is confined to one-time purchases 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 Limits on duplicate or incorrect charge. If duplicate or incorrect charge cannot be completed as expected, the response may include re-delivery, repair, replacement, partial refund, full refund or a reasoned refusal. The response should address the affected Order, account, record or use rather than impose a broader restriction without reason.
9.3 Correction of duplicate or incorrect charge. For one-time purchases of stock-photo Assets and Bundles, operational delivery of duplicate or incorrect charge 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.
9.4 Information relevant to duplicate or incorrect charge. The normal treatment of duplicate or incorrect charge may be adjusted for mandatory remedies, unresolved non-delivery, material defect, duplicate charge and unauthorised transaction. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
10. Unauthorised payment and fraud
10.1 Unauthorised payment and fraud standard. Users should notify the issuer and Shot Flow promptly while preserving issuer and payment-network rights. For unauthorised payment and fraud, the provision is confined to one-time purchases 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 unauthorised payment and fraud. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with unauthorised payment and fraud 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 Related provisions for unauthorised payment and fraud. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about unauthorised payment and fraud 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.
11. Bundle and partial-delivery cases
11.1 Bundle and partial-delivery cases standard. Bundle outcomes reflect whether material components were missing and whether the remainder has value. For bundle and partial-delivery cases, the provision is confined to one-time purchases 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 Requests about bundle and partial-delivery cases. For one-time purchases of stock-photo Assets and Bundles, safeguards used for bundle and partial-delivery cases 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.
11.3 Information relevant to bundle and partial-delivery cases. The normal treatment of bundle and partial-delivery cases may be adjusted for mandatory remedies, unresolved non-delivery, material defect, duplicate charge and unauthorised transaction. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
11.4 Decision criteria for bundle and partial-delivery cases. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with bundle and partial-delivery cases 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. Ineligible requests and licence abuse
12.1 Ineligible requests and licence abuse standard. A refund may be declined where delivery conformed and the request is based on preference, misuse or unauthorised redistribution. For ineligible requests and licence abuse, the provision is confined to one-time purchases 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 Related provisions for ineligible requests and licence abuse. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about ineligible requests and licence abuse 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.
12.3 Controls for ineligible requests and licence abuse. A decision concerning ineligible requests and licence abuse may take account of order, product metadata, download events, provider references, screenshots and support history. The weight assigned to a record depends on reliability, context and any credible contrary material supplied by the user.
13. How to request a refund
13.1 How to request a refund standard. Requests are sent to info@shot-flow.com with the Order and issue details. For how to request a refund, the provision is confined to one-time purchases of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
13.2 How how to request a refund operates. To administer how to request a refund, Shot Flow uses eligibility screening, file testing, payment reconciliation, fulfilment checks and senior escalation. Each control is selected for the stated purpose and must not be repurposed for an unrelated objective.
13.3 Outcome for how to request a refund. The rules on how to request a refund should be read with the Payment, Cancellation and Digital Product Fulfilment Policies. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
14. Evidence we may request
14.1 Evidence we may request standard. Proportionate technical or identity evidence may be requested to prevent error and fraud. For evidence we may request, the provision is confined to one-time purchases 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 Misuse safeguards for evidence we may request. In applying evidence we may request to one-time purchases 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.
14.3 Controls for evidence we may request. A decision concerning evidence we may request may take account of order, product metadata, download events, provider references, screenshots and support history. The weight assigned to a record depends on reliability, context and any credible contrary material supplied by the user.
14.4 Requests about evidence we may request. For one-time purchases of stock-photo Assets and Bundles, safeguards used for evidence we may request 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.
15. Review and decision timing
15.1 Acknowledgement. Shot Flow normally acknowledges a complete refund request within two business days.
15.2 Decision. A substantive decision is normally issued within ten business days. A complex rights, fraud or provider investigation may take up to 20 business days, with an update.
15.3 Instruction. An approved refund is instructed to the payment provider within two business days after the decision.
15.4 Issuer posting. Banks and issuers commonly take five to ten business days to post the credit after instruction. Shot Flow cannot accelerate an issuer’s internal posting cycle.
16. Refund method and posting time
16.1 Refund method and posting time standard. Approved amounts return to the original payment method unless law or provider rules require another route. For refund method and posting time, the provision is confined to one-time purchases of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
16.2 User duties for refund method and posting time. Within one-time purchases of stock-photo Assets and Bundles, when refund method and posting time 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.
16.3 Related provisions for refund method and posting time. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about refund method and posting time 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.
17. Effect of refund on licence and access
17.1 Full refund. A full refund revokes the licence for the refunded Asset or Bundle and permits removal of its download entitlement.
17.2 User action. The user must stop new use and delete source files reasonably under control. Existing public material may need to be removed where the refund resulted from rights infringement or material breach.
17.3 Partial refund. A partial refund changes the commercial adjustment stated in the decision but does not revoke unaffected licences unless expressly stated.
17.4 Payment reversal. A chargeback or reversal may suspend the related entitlement while the dispute is investigated and may terminate it if the payment is permanently reversed.
18. Chargebacks and external disputes
18.1 Chargebacks and external disputes standard. Direct resolution is encouraged but no user is required to waive issuer, scheme or statutory rights. For chargebacks and external disputes, the provision is confined to one-time purchases 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 Requests about chargebacks and external disputes. For one-time purchases of stock-photo Assets and Bundles, safeguards used for chargebacks and external disputes 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.
18.3 Information relevant to chargebacks and external disputes. The normal treatment of chargebacks and external disputes may be adjusted for mandatory remedies, unresolved non-delivery, material defect, duplicate charge and unauthorised transaction. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
18.4 Decision criteria for chargebacks and external disputes. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with chargebacks and external disputes 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.
18.5 Related provisions for chargebacks and external disputes. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about chargebacks and external disputes 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. Complaints and escalation
19.1 Complaints and escalation standard. A dissatisfied user may request a reasoned review and use available external remedies. For complaints and escalation, the provision is confined to one-time purchases 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 Requests about complaints and escalation. For one-time purchases of stock-photo Assets and Bundles, safeguards used for complaints and escalation 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.
19.3 Information relevant to complaints and escalation. The normal treatment of complaints and escalation may be adjusted for mandatory remedies, unresolved non-delivery, material defect, duplicate charge and unauthorised transaction. Any adjustment must remain proportionate and must not remove a right that cannot lawfully be excluded.
19.4 Decision criteria for complaints and escalation. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with complaints and escalation 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.
19.5 Related provisions for complaints and escalation. Within one-time purchases of stock-photo Assets and Bundles, a question or correction about complaints and escalation 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.
20. Changes and contact
20.1 Changes and contact standard. The version applicable to the Order and mandatory law govern the request. For changes and contact, the provision is confined to one-time purchases of stock-photo Assets and Bundles and does not enlarge the user’s rights beyond the product description, Order confirmation or applicable law.
20.2 Outcome for changes and contact. The rules on changes and contact should be read with the Payment, Cancellation and Digital Product Fulfilment Policies. Where two provisions address the same event, the more specific operational rule governs that event while mandatory law prevails over both.
20.3 Decision criteria for changes and contact. Within one-time purchases of stock-photo Assets and Bundles, a notice dealing with changes and contact 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.
20.4 Limits on changes and contact. If changes and contact cannot be completed as expected, the response may include re-delivery, repair, replacement, partial refund, full refund or a reasoned refusal. The response should address the affected Order, account, record or use rather than impose a broader restriction without reason.
Refund eligibility matrix
| Scenario | Ordinary outcome | Evidence / condition | Licence effect |
| Order paid but no working access supplied | Restore access or refund if not promptly cured | Order status, email and delivery logs, user troubleshooting | Licence continues if cured; ends if fully refunded |
| File corrupted or materially unlike product description | Replacement, repair, price reduction or refund as law requires | File hash, screenshot, product page and technical test | Depends on remedy; full refund ends licence |
| Verified duplicate charge | Refund duplicate amount | Provider references, same Order and amount | Original paid licence remains |
| Wrong amount charged | Correct or refund the excess | Checkout total, receipt and provider record | Licence remains after correction |
| Change of mind before digital supply starts | Ordinarily refund within applicable cancellation period | No access supplied and timely notice | Licence never begins or ends |
| Change of mind after immediate supply with valid consent | Ordinarily not refundable | Consent record and access availability | Licence remains |
| Bundle partly missing | Supply missing component, proportionate reduction or refund where material | Bundle manifest and delivery evidence | Unaffected items remain licensed unless full refund |
| User cannot use compatible file due only to local software | Support, ordinarily no refund | File validation and published format | Licence remains |
| Unauthorised card use | Investigate; issuer and scheme process may apply | Identity, provider and issuer evidence | Entitlement may be suspended or revoked |
| Source file redistributed or licence materially breached | Refund ordinarily declined; enforcement may follow | Access logs and substantiated infringement evidence | Licence may terminate |
Operational refund review flow
1. Send the Order number, purchase email, transaction date, amount and a concise description of the requested outcome to info@shot-flow.com.
2. For a delivery or corruption issue, include the browser, operating system, file name, error message and a screenshot that does not expose full card data.
3. Shot Flow verifies payment, consent, product description, access availability and download evidence, then attempts a proportionate technical cure where practical.
4. A written decision states the accepted facts, remedy, amount, licence consequence and expected issuer posting period.
5. A dissatisfied user may reply with material contrary evidence or use any issuer, payment-network, regulator or court route available by law.
Shot Flow · Refund Policy · v1.0 · Effective 21 July 2026 · Published on the website; subject to update; the current published version governs.