Effective Date: June 2026
1. Purpose of This Policy
At Dubai Fotographer, we believe that excellent customer support is an essential part of delivering professional photography and videography services. Whether you are booking a wedding photographer, planning a corporate shoot, organizing an event, or requesting post-production services, our team is committed to providing clear communication and practical assistance throughout your project.
This Support Policy explains the support services we provide before, during, and after a project. It outlines how clients can contact us, what types of assistance are available, expected response times, and the responsibilities of both Dubai Fotographer and the client.
Our goal is to create a smooth and professional experience from initial enquiry through final delivery of photographs, videos, and other project deliverables.
2. Scope of Support
We provide support throughout various stages of a project to help clients plan, coordinate, and successfully complete their photography or videography requirements.
Our support services may include:
Booking Assistance
We assist clients with service enquiries, package selection, quotation requests, scheduling availability, and project planning discussions.
Shoot Planning Support
Our team can provide guidance regarding shoot requirements, timelines, equipment considerations, coverage recommendations, and production planning.
Location Coordination Guidance
Where appropriate, we may offer recommendations regarding locations, access considerations, lighting conditions, scheduling factors, and logistical planning. However, responsibility for obtaining permits, venue approvals, and location access remains with the client unless otherwise agreed.
Editing and Revision Requests
Clients may contact us regarding editing updates, revision requests, post-production progress, and delivery timelines.
Delivery Assistance
We provide support for file delivery, download instructions, access links, gallery navigation, and related delivery questions.
File Access Support
If a client experiences difficulty accessing delivered content, our team will make reasonable efforts to assist with restoring access where files remain available within our retention period.
3. Support Channels
Clients may contact Dubai Fotographer through the following support channels:
Email Support
Email is recommended for quotations, project planning, revision requests, file delivery enquiries, and non-urgent support matters.
Phone Support
Phone support is available for urgent project discussions, booking enquiries, and time-sensitive matters.
WhatsApp Support
WhatsApp is commonly used for booking coordination, shoot-day communication, scheduling updates, and quick support requests.
On-Location Coordination
For events, weddings, corporate productions, and commercial projects, designated team members may provide on-site coordination and communication during the scheduled shoot.
The most appropriate communication method may vary depending on the nature and urgency of the request.
4. Support Hours
Our standard support hours operate during UAE business hours.
Standard Support Hours:
Sunday to Thursday
9:00 AM – 6:00 PM (GST)
During active shoots, events, weddings, and commercial productions, project-related communication may be available outside standard business hours when operationally necessary.
Support requests submitted outside business hours will be addressed as soon as reasonably possible during the next working period. Public holidays and exceptional operational circumstances may affect response times.
5. Response Time Targets
We aim to respond to client requests promptly and professionally. While response times cannot be guaranteed in every situation, our typical targets are:
Urgent Shoot-Day Issues
Response target: Within 2 hours
Examples include:
- Last-minute location changes
- Schedule adjustments
- Event-day coordination matters
- Crew communication issues
Booking Enquiries
Response target: Same business day
Examples include:
- Availability requests
- Package information
- Quotations
- Consultation requests
Editing and Revision Requests
Response target: Within 1–3 business days
Examples include:
- Revision submissions
- Editing progress enquiries
- Delivery updates
General Support Enquiries
Response target: Within 24–48 business hours
Examples include:
- Policy questions
- Service information
- Administrative requests
Response targets represent goals rather than guaranteed service levels.
6. What Is Covered
Our support services include assistance relating to services provided directly by Dubai Fotographer.
Covered support areas include:
- Booking assistance
- Service selection guidance
- Project planning discussions
- Shoot scheduling support
- Event coordination communication
- Technical delivery assistance
- Secure file access support
- Editing enquiries
- Revision requests within the agreed project scope
- Gallery access issues
- Download assistance
- Invoice and payment enquiries
- General project communication
We aim to provide reasonable assistance whenever issues arise within areas under our control.
7. What Is Not Covered
Certain circumstances fall outside the scope of our support services.
Examples include:
- Traffic delays beyond our control
- Weather-related disruptions
- Government restrictions
- Permit approval delays
- Venue management issues
- Security restrictions at locations
- Client unavailability
- Delays caused by third parties
- Internet service provider outages
- Third-party cloud platform disruptions
- Additional editing beyond the agreed package
- Creative changes that substantially alter the original project scope
- Reshoots unless separately approved and scheduled
While we may offer guidance when these situations occur, we cannot guarantee resolution of issues outside our direct control.
8. Shoot-Day Support
For event photography, wedding photography, corporate shoots, fashion productions, product photography sessions, and videography projects, our team provides practical on-location support throughout the scheduled production period.
Shoot-day support may include:
- Arrival coordination
- Crew communication
- Schedule management
- Coverage planning
- Client liaison support
- Coordination with venue representatives
- Basic troubleshooting of operational issues
Clients are expected to cooperate with reasonable requests necessary for the successful completion of the project. To ensure smooth operations, clients should provide:
- Accurate schedules
- Contact information
- Venue access details
- Relevant permissions
- Designated points of contact
Effective communication helps reduce delays and improve project outcomes.
9. Editing and Post-Production Support
Post-production is an important part of our creative process. Clients may contact us regarding:
- Editing progress
- Delivery schedules
- Revision requests
- Technical concerns regarding delivered files
- Project completion updates
Where revisions are included within a package, requests should be submitted clearly and preferably in a single consolidated communication. Revision turnaround times vary depending on project complexity and production workload.
Additional revisions beyond the agreed scope may require additional fees and revised delivery timelines. Support requests relating to editing do not guarantee immediate modifications or expedited processing.
10. Client Responsibilities
Successful support depends on cooperation between both parties.
Clients are responsible for:
- Providing accurate project information
- Responding to communications promptly
- Reviewing quotations and confirmations carefully
- Providing clear revision instructions
- Ensuring venue access arrangements are completed
- Obtaining required permits and permissions
- Downloading delivered files within the provided timeframe
- Maintaining secure access credentials
- Completing payments according to agreed terms
Delays in providing required information may affect project timelines and support response efficiency.
11. Limitations of Support
While we are committed to providing professional assistance, certain limitations apply.
We cannot guarantee:
- Immediate responses in all circumstances
- Instant editing or revision completion
- Same-day delivery unless specifically agreed
- Approval of permits by external authorities
- Venue access approval
- Availability of requested dates after scheduling changes
- Reshoots without separate agreement
- Recovery of files after retention periods expire
Support services are provided on a reasonable-efforts basis and are subject to operational availability.
12. Policy Updates
Dubai Fotographer may update this Support Policy periodically to reflect changes in services, operational procedures, technology, or business requirements. Updated versions will be published on our website together with a revised effective date.
Continued use of our services following publication of an updated policy constitutes acceptance of the revised version.
13. Contact Information
For support, bookings, project coordination, or general enquiries, please contact:
Dubai Fotographer
Email: info@dubaifotographer.com
Phone: +971 52 294 6276
Website: https://dubaifotographer.com/
Dubai, United Arab Emirates
Conclusion
Dubai Fotographer is committed to providing reliable, responsive, and professional support throughout every stage of a project. From booking assistance and shoot coordination to editing support and file delivery, our goal is to help clients enjoy a smooth and successful experience.
By maintaining clear communication, practical support processes, and professional service standards, we strive to deliver not only exceptional photography and videography but also the dependable client support that makes every project run efficiently.