Why This Policy Exists
This policy does not exist because we enjoy paperwork. It exists because we have, over 14 years, witnessed the damage that verbal miscommunication causes — to client relationships, to project outcomes, and to the trust that is essential to doing good work together.
Every instance of this policy being tested has followed the same pattern: a client and a team member have a conversation. Both believe they understood what was agreed. Weeks or months later, when the agreement matters, both parties recall the conversation differently. With no written record, there is no way to resolve the dispute objectively.
Written communication eliminates this problem entirely. It creates a single, permanent, unambiguous record that both sides can reference at any time.
What Must Be in Writing
Booking Changes
Any modification to your original booking must be confirmed in writing. This includes:
- Upgrading or modifying your package
- Changing your event date
- Changing your venue
- Adding or removing coverage hours
- Adding or removing team members
- Changing the event timeline in a way that affects coverage
A phone call discussing a potential change is perfectly fine. But the change does not take effect until it is confirmed via email. We will typically send a written confirmation back to you, summarising the change and any cost implications, for your records.
Revision Requests
All feedback on your delivered photographs or films must be submitted in writing. This is covered in detail in our guide to the one-revision rule, but the principle is simple: written feedback is specific, trackable, and actionable. Verbal feedback ("I mentioned on the phone that I wanted image 34 cropped tighter") is impossible to verify and creates confusion.
Formal Instructions
Any instruction that carries contractual weight must be in writing:
- Cancellation or postponement requests
- Permission grants (for portfolio use, social media sharing)
- Complaint submissions
- Payment arrangements
- Access requirements or venue restrictions
Timeline and Shot List
Your event timeline and shot list should be shared in writing at least seven days before your event. A verbal description of your schedule during a phone call is helpful for discussion, but the final, confirmed version must be sent by email so our team can reference it on the day.
What Does Not Need to Be in Writing
Day-of coordination is the exception. When things move quickly at a live event, verbal communication is practical and expected:
- "The ceremony is starting 10 minutes late"
- "We have moved the group photos to the garden"
- "My grandmother is wearing the blue sari — please make sure to photograph her"
- "The speeches are happening before dinner, not after"
These are real-time instructions that help our team adapt. A WhatsApp message or a quick verbal exchange with your photographer is perfectly appropriate.
The distinction is simple: if it is a real-time, on-the-day coordination message, verbal or WhatsApp is fine. If it is anything that changes the terms, scope, or deliverables of your booking, it must be in writing via email.
The Scenarios That Created This Policy
We do not share specific client details, but the patterns are instructive:
The Package Upgrade That Was Not
A client discussed upgrading from a single photographer to two photographers during a phone call. Our team member agreed in principle and said they would send a revised quote. The quote was never sent; the client assumed the upgrade was confirmed. On the wedding day, a single photographer arrived. The client was disappointed. Without a written confirmation and payment for the upgrade, the original single-photographer package remained in effect.
Had the upgrade been confirmed in writing and paid for, the second photographer would have been booked.
The Revision Feedback That Changed
A client called to discuss revision feedback on their highlight film. During the 40-minute call, they mentioned several changes they wanted. Our editor took notes but did not capture every detail. When the revised film was delivered, the client said the changes did not match what they had discussed. With no written record of the call, there was no way to determine whose recollection was accurate.
Had the feedback been submitted as a written document with timestamped references, every requested change would have been implemented precisely.
The Timeline That Was Not Communicated
A client told their photographer verbally, on the morning of the wedding, that the speeches had been moved from after dinner to before dinner. The photographer was covering the bride's preparation at the time and did not hear the update clearly in a noisy room. The speeches started while the photographer was photographing table details on the other side of the venue.
Had the timeline change been sent by WhatsApp message or text — even a brief "Speeches now at 15:00 instead of 18:00" — the photographer would have received a permanent notification they could check.
The Principle
Written communication is not bureaucracy. It is clarity. It protects you from our mistakes and it protects us from misunderstandings. It ensures that every decision, every instruction, and every agreement exists as a verifiable fact rather than a contested memory.
How to Communicate Effectively With Us
For Booking Queries and Changes
Email [email protected]. Include your event date and name in the subject line. State your request clearly. If the request involves a change to your booking, specify exactly what you want to change and what the current arrangement is.
For Revision Feedback
Email your feedback as a single, comprehensive document. Number each request. Reference specific image numbers or video timestamps. Be specific about what you want changed. See our guide to the one-revision rule for detailed guidance.
For Pre-Event Planning
Email your final timeline and shot list at least seven days before your event. Include venue addresses, access information, coordinator contact numbers, and any restrictions or special requirements.
For Urgent Day-Of Communication
Use WhatsApp or call the number provided in your booking confirmation. Keep messages brief and factual. Follow up with an email after the event if anything discussed has contractual implications.
Our Reciprocal Commitment
This policy works both ways. We will also communicate in writing:
- Booking confirmations are sent by email
- Package changes are confirmed in writing with updated pricing
- Revision delivery is accompanied by a written summary of changes made
- Any policy changes or schedule updates are communicated by email
If we make a verbal commitment to you, we will follow it up in writing. If we fail to do so, please ask us to confirm in writing. This keeps both parties protected and aligned.
The Bottom Line
We are a creative team, not a legal department. We would rather spend our time creating beautiful work than managing disputes. Written communication is the single most effective tool for preventing disputes before they arise.
Every client who has followed this policy has had a smooth, clear, well-documented experience. Every dispute we have encountered could have been prevented by a single email confirming what was agreed.
Please write to us. We will write back. And we will both have a permanent record of exactly what was discussed, agreed, and expected. That clarity is the foundation of a great working relationship.