Customer Policy
Effective Date: 10/04/2025
Last Updated: 18/03/2026
This Customer Policy applies to services provided by Sim McKie’s Photography, a trading name of Pholux Collab Ltd.
Pholux Collab Ltd is the legal entity responsible for operating this business, managing bookings, and providing photography services through the Sim McKie’s Photography brand.
Company Number: 17070927
Registered Office:
10 Burtinshaw St,
Manchester, M18 8PB,
United Kingdom.
At Sim McKie’s Photography, we are committed to delivering a high standard of customer care, professionalism, and satisfaction. This Customer Policy outlines the principles we follow when interacting with clients and providing services.
1. Communication and Response Times
We strive to respond to all customer enquiries within 24 to 48 business hours. Communication may be conducted via email, phone, or other designated methods through our website. We aim to keep clients informed at every stage of the process—from enquiry to booking, and image delivery.
2. Professional Standards
We uphold a professional and respectful approach in all client interactions. All bookings are handled with care, and every effort is made to ensure the client’s experience is seamless and enjoyable. We will arrive on time, prepared, and ready to deliver the service as agreed upon.
We maintain a zero-tolerance policy towards abusive, harassing, or discriminatory behavior. Pholux Collab Ltd reserves the right to terminate a session immediately without refund if a client’s behavior is deemed inappropriate or unsafe for our photographers.
3. Booking and Service Fulfilment
Once a booking is confirmed, clients will receive a confirmation email with relevant details. Clients are responsible for providing accurate information during the booking process. Pholux Collab Ltd reserves the right to reschedule or cancel appointments in the event of unforeseen circumstances, and we will notify the client as soon as possible in such cases.
4. Customer Support
Clients are encouraged to contact us with any concerns before, during, or after the service. We aim to resolve issues promptly and fairly. If any dissatisfaction arises after receiving a service or digital product, clients should notify Pholux Collab Ltd within 7 days of receipt so the Company can investigate and offer an appropriate resolution.
5. Privacy and Data Protection
We are committed to protecting your privacy and comply with UK GDPR. Your information is only used for booking, communication, and delivery purposes. Please refer to our Privacy Policy for full details on how we process and protect your personal data.
6. Copyright & Image Usage
All photographs taken by Sim McKie’s Photography remain the intellectual property and copyright of Pholux Collab Ltd unless otherwise agreed in writing.
Clients are granted a non-exclusive licence to use the delivered images for personal use and self-promotion (such as social media, personal websites, and portfolios).
Images may not be sold, licensed, submitted to stock libraries, or used for commercial advertising, marketing campaigns, or third-party promotion without prior written permission from Pholux Collab Ltd.
Commercial usage licences can be arranged separately if required.
Contact:
If you have any questions about this Customer Policy, please contact:
Sim McKie’s Photography
A trading name of Pholux Collab Ltd