STEP 1

All payments are to be made by bank transfer or through the artist’s secure payments system, facilitated by Square.

A non-refundable deposit of 50% of the commission's value (excluding postage) is required to secure a commission slot. Deposits are due within 3 working days of the invoice being sent, unless otherwise discussed and agreed upon – the due date will be noted on the client’s invoice.

Any delay in deposit payment may impact the estimated completion and delivery date of a portrait. Holly Reynolds Art cannot be held responsible for delays caused by late deposit payments.

The remaining 50% of the commission price, plus any applicable postage costs, is due upon completion of the artwork. Ownership of the physical artwork remains with Holly Reynolds Art until full payment is received.

All prices are quoted in UK sterling (GBP). International clients will have both purchases and refunds charged in UK sterling, with the client’s bank responsible for the exchange rate. Holly Reynolds Art is in no way responsible for any loss caused by fluctuations in exchange rate.

"Turnaround Time” refers to the period between the receipt of the client's deposit, which secures the commission, and the date the completed portrait is dispatched from Holly Reynolds Art. Please note that turnaround time does not include delivery time, which will vary depending on the location and shipping service.

“Deadline” refers to the specific date or time by which the client wishes to receive their portrait. This should be communicated clearly, in writing, before the commission commences. Holly Reynolds Art will make every effort to accommodate any deadline, but many factors may cause delays and guarantees cannot be made for when any portrait will be received.

The estimated completion date provided on the client’s invoice is an approximation. While every effort is made to meet this timeframe, unforeseen circumstances may occur. These may include, but are not limited to:

• delays in communication regarding the portrait or any mockup approvals

• payment processing times or delays in making payments

• customs checks (for international orders)

• shipping carrier delays.

In all cases, Holly Reynolds Art will keep the client informed throughout the process and advise of any potential delays.

If, for any reason, the client wishes to cancel the commission before the final payment, they are free to do so, in writing, at any point. The deposit, however, will be retained by the artist in any case to cover any work done in good faith and any materials used. The artist also retains the right to sell or otherwise dispose of the portrait from the point of cancellation.

In instances where communication from the client ceases, the following procedures will apply:

• Completion of Portrait: A scanned image of the final portrait will be sent to the client via email. If the artist does not receive a response to this email within 25 working days, the commission will be considered cancelled.

• Final Payment: Once the client has given the portrait approval and the final payment invoice is sent, the client has 25 working days to complete the payment. If payment is not received within this period, the commission will be considered cancelled.

Upon expiration of the 25-day waiting period and cancellation of the commission, Holly Reynolds Art no longer holds responsibility for the painting's storage and care. The artist also retains the right to sell or otherwise dispose of the portrait from this point onwards.

Please note that in all cases, the deposit paid at the commencement of the commission will be retained in line with the cancellation policy.

By submitting photographs for use in a pet portrait, the client is granting Holly Reynolds Art permission to use those photos to create their portrait, as well as in promotional material (such as social media posts, which show the original photo against the portrait). If a client does not wish for their reference photo to be used in promotional material, they should make this request in writing before the commission commences.

To assist the client in visualizing their pet's portrait, Holly Reynolds Art will create a digital mockup based on the client's provided photographs. This mockup will outline the composition, including the pet's placement, size, and overall arrangement within the artwork. By approving the mockup and paying the deposit, the client confirms their satisfaction with these elements.

Please note that the mockup serves as the foundation for the painting process. As such, changes to the pet's size, position, or the overall composition cannot be made once the painting has commenced.

Once finished, the client will be emailed a watermarked, low-resolution scan of the finished portrait. At this stage, clients may request amendments or alterations, up a maximum of two rounds of revisions. Any subsequent revisions requested by the client will incur an additional fee of £30 per round, payable in advance of the alterations being made.

In the event that, after the completion of two rounds of adjustments, the Client remains dissatisfied with the portrait and is unwilling to pay for further revisions, the Client is not obligated to pay the final instalment. In such circumstances, the commission shall be considered cancelled, and the terms of the cancellation policy will apply.

It is important to note that large, fundamental adjustments to aspects such as the pet’s placement, size, or overall composition within the painting cannot be made as these elements have been confirmed upon approval of the digital mockup.

Portraits will only be posted once approval has been given by the client. Any delays in posting due to delays in communication are not the responsibility of Holly Reynolds Art.

No changes or alterations are possible once a portrait has been dispatched.

All portraits are packaged in secure and rigid packaging to ensure they arrive in pristine condition. In the unlikely event, however, that artwork arrives damaged, the client should contact Holly Reynolds Art via hollyreynoldsart@gmail.com with photographs of the damage within 1 working day of receiving the package. Depending on the extent of the damage, a new portrait can be created and shipped at no extra cost.

Although every effort will be made to get these replacements completed in a timely manner, no guarantee can be made on time scale, particularly in busy periods, and Holly Reynolds Art cannot be held responsible for delays for this reason. The client will be advised on an estimated timescale for the replacement on a case-by-case basis.

Lost or Delayed Orders

All orders are sent via Royal Mail Tracked services as standard, and the client will be given a tracking number when their order is dispatched. Any delivery timeframes provided are estimates and not guarantees.

If a client believes their order may be delayed or lost, they should contact Holly Reynolds Art via hollyreynoldsart@gmail.com with their tracking number. Delayed orders, once dispatched, are beyond the control of Holly Reynolds Art and orders that arrive outside the estimated delivery timeframe will not be eligible for a refund on that basis.

Orders considered ‘lost in transit’ will be replaced and shipped at no extra cost to the client. The point at which an order is considered ‘lost in transit’ is at the discretion of Holly Reynolds Art. Every effort will be made to get these replacements completed in a timely manner, but no guarantees can be made on time scale, especially in busy periods, and Holly Reynolds Art cannot be held responsible for delays for this reason. The client will be advised on an estimated timescale for the replacement on a case-by-case basis.

Some international orders may be subject to customs fees or import duties. Clients should check the import rules for their country for orders from the UK and ensure they are happy to pay any import fees before they pay their deposit.

Holly Reynolds Art is not responsible for, nor can control, any import charges or additional fees incurred, and payment of these fees is solely the responsibility of the client.

Refunds will not be given in cases where the client refuses payment of customs fees, resulting in the portrait being returned to sender, and the client is responsible for paying the postage fee again should they wish their portrait to be resent.

In addition, Holly Reynolds Art cannot take responsibility for any delays due to customs checks.

‘Copyright’ refers to the right of an individual to copy, reproduce, distribute, and profit from reproductions of artwork.

In all circumstances, the copyright of the finished pet portrait is retained by Holly Reynolds Art. This includes the right to use the images of the artwork, and recordings of the artwork process, in promotional material, both digitally and physically, without limit.

The finished artwork may be used by the client for display and personal enjoyment only. The client therefore does not have the right to reproduce the portrait in any way, sell copies of the portrait, or in any other way use or profit from the use of the portrait without prior written consent from Holly Reynolds Art.

A client may request that their portrait is not used in promotional material, and that request should be made in writing, or via the portrait request form, before the commission commences.

If the portrait is intended as a gift, the client should make this clear before the commission commences either in writing or via the portrait request form, and every effort will be made to ensure content relating to the commission is not published online until after it has been gifted.

Emails, social media messages and reviews may be used as customer testimonials on social media platforms, Holly Reynolds Art’s website or in printed promotional material.