Last updated: 09 December 2025
This Refund Policy explains when and how refunds may be issued for purchases and bookings made via Pictivio.com (the “Website”).
The Website is owned and operated by:
BLOOMIFY COMPANY LIMITED
Registration number: PVT-Q7U98D2Y
Registered address:
P.O. Box 75696, KENYA, NAIROBI, WESTLANDS DISTRICT,
WESTLANDS, WAIYAKI STREET, LOINS PLACE 22
Postal address: P.O BOX 75696 CITY SQUARE
E-mail: hello@pictivio.com
This Policy forms part of our Terms & Conditions. By placing an order on the Website, you agree to this Refund Policy.
1. General Principles
1.1. Pictivio offers digital content (such as photographs and related media) and creative / photography services.
1.2. Because of the nature of digital files and custom/creative work, refunds are limited and subject to the conditions described in this Policy, in our Terms & Conditions, and in any applicable mandatory consumer laws.
1.3. Nothing in this Policy is intended to exclude or limit any rights you may have under applicable consumer protection law which cannot be excluded or limited by contract.
2. Definitions
For the purposes of this Policy:
“Digital Content” means downloadable or accessible files such as photos, images, graphics and similar media purchased or obtained via the Website.
“Services” means creative, photography and related services offered by Pictivio, which may include (without limitation) Creative Greetings, Live & Loud, Meme Lab, Full-Service Shoots, and other services listed on the Website.
“Order” means any confirmed purchase, booking, or transaction completed on the Website.
3. Digital Content (Photos and Other Files)
3.1. General rule – no refunds after access
Due to the nature of Digital Content, all sales of digital files are generally final and non-refundable once the content has been delivered, downloaded, accessed, or made available to you.
3.2. Exceptions
At our reasonable discretion, we may consider issuing a refund, replacement, or credit in specific cases, such as:
The file is technically defective or corrupted and cannot be used as intended, and the issue cannot be resolved by re-delivery of the file;
The content delivered is materially different from the description on the Website (for example, clearly incorrect file or obvious mismatch);
A duplicate purchase of the same item was made by mistake within a short period of time;
A transaction was completed without your authorisation, subject to appropriate verification and provided that you have also taken steps with your payment provider where relevant.
3.3. Suitability and expectations
We encourage you to review product descriptions, previews, and technical details before purchase.
We do not generally provide refunds if:
The file is compatible and delivered correctly, but does not meet your personal expectations or intended use;
You have changed your mind after purchase;
You purchased the item by mistake but accessed/downloaded it.
4. Services (Creative & Photography Services)
4.1. Scope
This section applies to bookings and purchases of Services, including but not limited to:
Creative Greetings
Live & Loud
Meme Lab
Full-Service Shoots
Any other service listed on the Website or agreed with you.
4.2. Bookings, deposits and fees
Some Services may require advance payment or an initial deposit. Details about pricing and payment obligations are generally displayed on the Website or communicated during the booking process.
Unless otherwise stated:
Deposits and advance payments may be non-refundable once we have accepted your booking and started preparations;
The remaining balance (if any) may be subject to cancellation terms as set out below or in any specific service confirmation.
4.3. Cancellations by the client
If you wish to cancel a booked Service, you should notify us as soon as possible at hello@pictivio.com
with your order details.
In general:
We may allow partial or full refunds for cancellations made with reasonable notice before the scheduled date or start of work;
Late cancellations, short-notice changes, or cancellations after significant work has already been performed may result in no refund or only a partial refund, depending on our reasonable assessment of time and resources already committed.
Specific cancellation and refund terms (for example, for multi-day shoots or complex projects) may be provided in a separate agreement or service confirmation. In case of conflict, those specific terms will usually prevail for that particular Service.
4.4. No-shows and late arrivals
If you do not attend a scheduled session, or you are substantially late in a way that prevents the Service from being properly delivered, we may treat the booking as fulfilled or partially fulfilled, and a refund may not be available.
4.5. Cancellations or changes by Pictivio
We reserve the right to reschedule or cancel a Service in case of:
Illness, safety issues, technical problems, unavailability of key personnel, or other reasonable causes;
Events outside our reasonable control (force majeure), such as severe weather, strikes, or other disruptions.
If we cancel a Service and cannot offer a reasonable alternative, we may offer a refund or credit for amounts paid for the affected Service, in accordance with applicable law and any specific agreement we have with you.
5. How to Request a Refund
To request a refund or raise an issue regarding Digital Content or Services, please contact us at:
E-mail: hello@pictivio.com
Please include:
Your full name;
The e-mail address used for the order;
Order number or booking reference;
A clear description of the issue (for example, technical problem, wrong file, cancellation reason);
Any supporting screenshots or files if relevant.
We may request additional information to verify your identity, understand the issue, or assess whether you are eligible for a refund under this Policy.
We aim to review requests within a reasonable time and will inform you of the outcome by e-mail.
6. Payment Methods, Currency and Fees
6.1. Payment methods
The available payment methods for purchases and bookings are shown during the checkout process on the Website. Payment processing may be carried out by third-party payment service providers under their own terms and policies.
6.2. Currency
Unless otherwise stated, prices and refunds are generally processed in United States Dollars (USD).
If your original payment was made in another currency, the final amount you receive may be affected by:
Exchange rates applied by your bank or payment provider;
Any fees or charges applied by your bank or payment provider.
6.3. Timing of refunds
If a refund is approved, the time it takes to appear in your account may depend on your payment provider’s processes and is outside our direct control.
7. Chargebacks and Payment Disputes
If you experience a problem with a transaction, we encourage you to contact us first at hello@pictivio.com
, so we can try to resolve the issue directly and efficiently.
If you initiate a chargeback or dispute with your payment provider without first contacting us, we may suspend or limit your account and any related Services while the dispute is under review.
We reserve the right to provide information and documentation to your payment provider to respond to any chargeback or dispute.
8. Abuse of the Refund Policy
We reserve the right to refuse refund requests and to restrict or close accounts where we reasonably believe that:
The Policy is being abused;
Multiple refund requests are made in a pattern that suggests misuse;
There is suspected fraudulent or dishonest activity.
Such decisions will be made in good faith and in compliance with applicable law.
9. Changes to This Refund Policy
We may update or modify this Refund Policy from time to time. Any changes will be posted on the Website, and the “Last updated” date at the top of this page will be revised.
Where required by law or where changes are material, we may also notify you by e-mail or via your account.
By continuing to use the Website or making purchases after the updated Policy has been posted, you agree to the revised Refund Policy.
10. Contact Us
If you have any questions about this Refund Policy or about a specific order or booking, please contact:
BLOOMIFY COMPANY LIMITED
E-mail: hello@pictivio.com
Please include “Refund Policy” in the subject line so we can
