Service Level Agreement

1.Purpose & Scope

This Service Level Agreement describes the operational commitments, credit mechanics, and policies that govern Photography Subscription Program service delivery. It applies to all subscription tiers (Bronze, Silver, Gold, Platinum) and supplements — but does not replace — the Program's Terms of Service.

Photography is performed in-studio by professional, U.S.-based Left Coast photographers. No portion of subscriber photography is outsourced offshore or produced with AI-generated imagery.

2.Service Commitments by Tier

The table below summarizes the annual credit allotment, turnaround commitment, and account services included at each tier. Turnaround is measured in business days from receipt of shippable product at the Left Coast studio to delivery of final edited images.

Bronze and Silver shoots are scheduled in the standard studio queue; Left Coast will provide a good-faith estimated delivery window at time of scheduling but does not commit to a fixed turnaround for these tiers. Gold and Platinum turnaround commitments assume product has been received at the studio in shippable, ready-to-photograph condition; turnaround for shoots requiring sourced or custom props may extend beyond 3–5 business days, and Left Coast will communicate a revised estimate in that case.

On-location photography is available as a Platinum add-on ($1,000/month) and is scheduled separately from standard studio turnaround commitments, subject to photographer and location availability.

3.Credit System & Redemption

• A standard Bottle Shot redeems 1 credit. A styled Beauty/Lifestyle Shot redeems 2 credits, reflecting the additional styling and production time involved.
• Credits may be applied to wine bottles and/or other merchandise.
• Credits may be redeemed at any time while the subscription is active.
• Unused credits roll forward indefinitely while the subscription remains active. There is no annual use-it-or-lose-it expiration.
• The subscriber's current-term credit balance is tracked and made available to the subscriber upon request through their Left Coast account manager.

4.Client Responsibilities

• Subscriber is responsible for shipping product (bottles or merchandise) to the Left Coast studio in advance of a scheduled shoot. Turnaround commitments in Section 2 begin upon receipt of product, not upon scheduling.
• For Beauty/Lifestyle Shots requiring perishable or single-use styling props (e.g., fresh florals, food styling, seasonal decor), a flat $25 add-on fee applies per order to cover those materials. This fee does not apply to standard Bottle Shots.
• Subscriber should communicate any shot-list or styling requirements to their account manager as far in advance of a shoot date as possible, particularly for larger seasonal or multi-product shoots.

5.Upgrades & Downgrades

• Upgrades take effect immediately. The subscriber's existing credit balance carries forward in full, and the new tier's annual credit allotment is added on top of that balance. An upgrade resets the subscriber's annual term anniversary date.
• Downgrades take effect at the subscriber's annual renewal date only. Any banked/unused credit balance resets at that time. Left Coast will work with the subscriber to plan shoot timing so banked credits can be used down ahead of a planned downgrade.

6.Term, Renewal & Cancellation

Term & Notice

• The Photography Subscription Program runs on an annual term and auto-renews annually unless cancelled.
• A minimum of 30 days' written cancellation notice is required.
• Declining to renew at the end of a completed annual term is not an early cancellation and does not trigger the true-up or remaining-term fee described below.

Post-Cancellation Credit Redemption Window

• Upon cancellation, the subscriber has a 60-day window from the date of the cancellation request to redeem any remaining banked/unused credits, except when the New-Subscriber Grace Period below applies — in that case remaining credits are voided immediately instead.
• Credits not redeemed within the 60-day window are forfeited with no refund.

Early-Termination True-Up (Always Applies)

If a subscriber cancels before completing their current annual term, credits already redeemed during that term are re-rated to the $75 standard, non-member per-credit rate. The subscriber owes the difference between $75 and their tier's discounted per-credit rate, multiplied by the number of credits already redeemed in that term. The true-up reflects the fair price for service already delivered and is never waived, including during the New-Subscriber Grace Period below.

Remaining-Term Fee

In addition to the true-up, a subscriber who cancels before completing their current annual term owes the remaining monthly payments left in that term. This protects the annual volume commitment that the subscriber's discounted per-credit rate is based on.

New-Subscriber Grace Period

• A subscriber's very first subscription term includes a 30-day grace period from signup.
• If the subscriber cancels within that window and has redeemed 2 or fewer credits, neither the true-up nor the remaining-term fee applies. Both conditions must hold — redeeming more than 2 credits forfeits the grace period even within 30 days.
• This is a one-time, first-term-only benefit. It does not reset or reapply on renewal or on a tier upgrade.
• The grace period waives only the true-up and remaining-term fee. It does not waive the $25 Beauty Shot prop add-on fee for props actually used, and it does not refund monthly subscription fees already billed for elapsed time in the term. The standard 60-day credit redemption window still applies on top of it.

7.Fees Reference

8.Support & Account Management

Each subscriber is assigned a Left Coast account manager as their primary point of contact for scheduling, shot-list planning, credit balance questions, and tier changes. Gold and Platinum subscribers additionally receive scheduled planning and strategy touchpoints as described in Section 2.

Frequently Asked Questions