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Associate policy

Cancellations and changes

Q: 2. The first 10 minutes are a courtesy

We offer clients 10 minutes of additional shooting time as a courtesy, without an extra charge.

Q: 3. Past 15 minutes, let us know

If you were asked to shoot more than 15 minutes past the end time, tell your producer or note it in the post-event feedback questionnaire you'll receive automatically after the event. We'll adjust your pay and invoice the client for the additional 30 minutes.

How you’re paid when a client cancels, what to do when a shoot runs late, and what we expect if you need to cancel an assignment yourself.

When a client cancels

When you need to cancel

Cancellations are rare, but when plans change we want you to know exactly where you stand. Your booking confirmation and your producer’s direction take precedence over anything on this page.

Questions about a specific booking? Contact the producer on the job.

At a glance

Client cancels more than 48 hours out: no payment, and we’ll let you know.
Client cancels within 48 hours: 25% of your shoot rate.
Client cancels the day before: 50% of your shoot rate.
Client cancels the day of the shoot: 100% of your shoot rate.
You can cancel 7 or more days out without penalty.
Cancelling within 48 hours, except in a dire emergency, means immediate probation.

01 · When a client cancels

The later the cancellation, the more you’re paid

Clients can cancel without penalty more than 48 hours before the shoot, and we’ll tell you within that same window (or sooner). Inside 48 hours, you’re paid a share of your shoot rate based on when the cancellation comes in. If a client changes your booking inside 48 hours, we’ll let you know right away.

Client cancels	You receive
More than 48 hours before the start time	No payment
Within 48 hours of the start time	25% of your shoot rate
The day before the shoot	50% of your shoot rate
The day of the shoot	100% of your shoot rate

If a client asks us to remove you. We pay the full appointment you were removed from. Any later appointments in the same booking are paid at 10%, since removal usually follows an issue with conduct, privacy or our terms.

Spot a billing mistake? If a cancelled appointment shows up on your pay statement, tell the producer on that job right away so we can correct it.

0 %

Of your rate if a client cancels within 48 hours

0 %

Of your rate if a client cancels the day before

0 %

Of your rate if a client cancels the day of the shoot

0 days

Notice you need to give to cancel without penalty

02 · When a shoot runs late

Ask before you stay, and tell us if you do

Corporate events often run a few minutes over. Clients sign an agreement that bills extra coverage in 30-minute increments past the scheduled end time, so additional time needs their approval.

1. Ask the client contact for permission

If an event looks like it may run late, ask the person listed as the Primary or Onsite contact for permission to keep shooting. They’re aware of the extended-coverage fee.

2. The first 10 minutes are a courtesy

We offer clients 10 minutes of additional shooting time as a courtesy, without an extra charge.

3. Past 15 minutes, let us know

If you were asked to shoot more than 15 minutes past the end time, tell your producer or note it in the post-event feedback questionnaire you’ll receive automatically after the event. We’ll adjust your pay and invoice the client for the additional 30 minutes.

03 · When you need to cancel

Give us as much notice as you can

A last-minute cancellation means a lot of work for our team to find coverage. Only dire circumstances, such as serious illness or a death in the family, are accepted without consequences. If something comes up, tell your producer as soon as possible.

7 or more days out

You can cancel without penalty. Let your producer know as early as you can.

Within 7 days

Once a year, you can cancel within 7 days without receiving a warning. After that, a cancellation inside 7 days results in a warning.

Within 48 hours

Cancelling within 48 hours of an appointment isn’t acceptable unless it’s a dire emergency, and you’ll be placed on probation immediately.

04 · Pay reductions and probation

Two things that cut your pay for a job by 50%

Being late. Arrive 15 minutes before the shoot start time, or earlier when the assignment details say so, and check in with your point of contact so they know you’re ready to work. If you’re on time, you’re late; if you’re early, you’re on time.
Leaving without telling the client. Always let the client know when you’re finished, especially when an event is running late or you aren’t booked through the official end. They may want you to stay longer to cover the whole event.

A second infraction means probation. We’ll reduce your multiplier by 0.25 points for six months. If anything comes up before a shoot, contact your producer or our production team so we can help you cover it.

05 · Quick reference

Before and on the day

Can’t make an assignment? Tell your producer at least 7 days out.
Arrive 15 minutes early and check in with your point of contact.
Get the Primary or Onsite contact’s permission before shooting past the end time.
Report any time more than 15 minutes over to your producer or in the post-event questionnaire.
Tell the client before you leave.
Check your pay statement and report any cancelled appointment that appears on it.