Frequently Asked Questions

Studio

  • We are a west-facing natural light studio, and the quality of light varies throughout the day. In the morning, the light is soft and diffused, creating a beautiful, even glow. In the afternoon, the light becomes more dramatic, depending on the position of the sun. While the natural light may be influenced by weather conditions, we always strive to provide ideal lighting for your shoot, no matter the forecast.

  • Our capacity for each room is as follows: 

    • The Haven: up to 8 people

    • The Terra: up to 15 people

    • The Lounge: up to 15 people

  • Yes, you may rearrange items if needed. However, we kindly ask that you refrain from dragging or pushing furniture and large decor items across the floor, as this can cause damage to both the flooring and the pieces themselves. To ensure everything stays in great condition, please have at least two people moving any furniture or large decor. Before you leave, we appreciate your help in returning all items to their original place.

  • The studio is not soundproof. We kindly ask that you keep noise levels at a reasonable volume, especially if you plan to play any music. If sound control is important for your session, such as when recording video with audio, we recommend booking both rooms or contacting us before your reservation. We’ll be happy to help you find a suitable solution.

General Questions

  • You can find our studio attendants at the reception desk in our lounge area. If you require us to adjust the room temperature, need to borrow a heater, fan, steamer or baby bottle warmer, or even lift the blinds, we’re happy to assist you.

  • Yes, we have a lost and found box where we’ll keep any items left behind for 30 days. If you think you may have forgotten something, please feel free to call our studio and speak with one of our attendants. To avoid any forgotten belongings, we strongly recommend that guests bring all personal items into the studio and take a moment to double-check the space before leaving. 

  • In the rare event that any items are damaged during your booking, please notify our on-site attendant right away. Damaged items may incur charges that can be settled immediately or invoiced later. To prevent any unexpected fees, we strongly recommend reporting any issues as soon as they arise. Our attendants conduct thorough checks of the studio spaces before and after scheduled sessions to ensure everything is in tip-top shape. Your timely communication is vital in helping us uphold our standards and deliver the best experience for all our guests.

  • Please ensure that all furniture and props are returned to their original place, and any garbage is placed in the designated bins. If the studio is left untidy, a minimum cleaning fee of $50 will be added to your booking.

  • Please note that glitter is not allowed in any of our studio spaces to help maintain a clean environment.

  • Yes. Outside food, catering, and drinks are permitted in the studio. We kindly ask that food and drinks are not placed or served on any of our material sofas or chairs to help maintain their condition.

    Please note that if any damage occurs to the furniture or property due to food or drink, a damage fee may be applied.

  • Smoking is strictly prohibited in the studio, as smoke can leave lingering odours and discoloration on our walls and furniture. The use of fires, flares, or smoke bombs is not allowed. If your shoot includes candles, please be sure to bring drip protectors to prevent wax from dripping onto our floors and surfaces, as this could cause permanent damage. Should these rules not be followed, you will be responsible for any damages and repairs assessed by management. 

  • If you require a dedicated space to get ready prior to the start of your session or event, we offer the option of booking a makeup table in our lounge before your studio reservation begins. If you need a makeup table during your shoot, you have the option to rent the makeup table in the lounge for the duration of your booking or request our staff to bring a folding table inside your studio room, free of charge.

    The cost to rent a makeup seat is $25/hour for one person, or $40/hour for two or more persons.

Bookings and Cancellations

  • Here is a step-by-step guide on how to book with us: 

    1. Head to our website and navigate to the online booking page.


    2. On the booking page, select the room you’d like to reserve under “Choose a Category” (e.g., "The Haven"). Click “Select” to continue.


    3. Choose your desired session length, then click “Book.”


    4. Once your session is selected, you can add any additional services to customize your experience.


    5. Use the calendar to choose your session date (only available dates are shown).


    6. Select the start time for your session. If you’re booking just one session, click “Select and Continue.” Note: If you'd like to add more sessions (on the same or different days), click “Select and Add Another Time.” Additional sessions will appear at the bottom of the calendar, allowing you to schedule multiple dates as needed.

    7. When all sessions are added, click “Continue” and fill in your booking information.


    8. Carefully read and agree to the booking notice and studio policies. If you have a coupon, redeem it at this point.


    9. Click “Pay Now” to open a secure payment window. Enter your credit card details and click “Pay and Confirm.”


    10. After booking, you'll receive an email confirmation and a receipt for your payment.


    Note: You’ll have the option to “Register for an Account” from the booking confirmation page. Creating an account makes it easy to view and manage all your bookings in one place!

  • Studio access is based on the start time of your reservation. To enter the studio you’ve reserved, please arrive at the designated date and time. We suggest arriving 10-15 minutes early to allow our on-site attendant to assist you with any setup or questions you might have. Your reservation ensures that the studio is available for you during your allocated time, so we encourage you to arrive on time to maximize your session.

  • To extend your booking, you have three options:

    1. Open your confirmation email and click the “Change/Cancel Appointment”. At the bottom of the page, select “Schedule Another Appointment” to check if additional time slots are available to extend your session. You’ll also have the option to “Register for an Account” here, making it easier to view and manage all your bookings in one place.


    2. You can also email the studio directly and we’ll assist with extending your booking based on availability.


    3. If you're in our studio and wish to extend your session, simply let our staff know and we can assist you with adding more time (if possible) and process your payment on the spot.

  • To reschedule, simply click the “Change/Cancel Appointment” button in your booking confirmation email. This will take you to the confirmation page, where you can select “Reschedule” to choose a new date and time for your session.

  • To cancel your booking, simply click the “Change/Cancel Appointment” button in your booking confirmation email. This will take you to the confirmation page, where you can select “Cancel” to remove your booking. If you have an account, you can also log in to manage and cancel bookings directly from your account dashboard. Please note that any cancellation policies will apply, so please be sure to review those before finalizing your cancellation.

  • Yes, you can book both rooms or the entire space, depending on your needs. If you're interested in booking multiple spaces, please contact us directly to proceed with the reservation. For groups of more than 20 people, it is mandatory to book at least two rooms. In this case, we will offer a discounted rate for the additional space. Feel free to reach out to discuss your specific requirements and we'll be happy to assist.

  • In accordance with our policy, we do not issue any refunds. As part of the booking process, you will need to provide your consent for “no refunds” at checkout. However, we are happy to offer a studio credit – valid for 6 months. You can claim your full credit through your account up to 24 hours before your scheduled booking time. 

  • We recognize that unexpected weather changes can disrupt plans, and we’re committed to ensuring our guests are safe and taken care of at all times. That’s why we’re happy to offer full studio credit for cancellations due to severe weather or other natural disasters. If you need to make adjustments under these circumstances, please feel free to reach out to our studio.

Pets

  • Yes! We love our pets and yours are always welcome in our studio. We ask that you please notify us in advance via email so that we can prepare accordingly for your arrival. Additionally, please ensure your pet is given the opportunity to relieve themselves before arriving at the studio.

  • Yes. We charge a fee of $25 plus HST for one pet and $50 plus HST for two or more pets, as well as a $300 preauthorized hold on your credit card.

    A preauthorized hold will be collected upon arrival and released within 2-5 business days, minus the pet fee, and any potential damages incurred. This covers additional cleaning costs to keep the studio free of allergens and remove any pet hair after sessions.