FAQ

FREQUENTLY ASKED QUESTIONS

Got a question? We’re here to answer! If you don’t see your questions here, drop us a line on our Contact page.

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  • Are there other fees that I should be aware of?

    Wait Time: If the property is not ready upon our arrival, an additional wait time cost of $100 per hour will be added to the invoice for wait time and will be billed in 15-minute increments beginning after 15 minutes of delay. Please keep in mind that our techs have multiple jobs per day and that your service may need to be rescheduled should it conflict with a later appointment.

    Weekend Service: Please note that a $50 weekend fee applies to all Saturday and Sunday bookings.

    Additional Square Footage: Package pricing is based on 3000 square foot homes (including basement). Photos, videos, and Matterport will each have an added charge of $50 per 1000 square feet.
    Floor plans measuring larger than 2500sqft (including basement) will be charged $0.07 for each additional square foot.

    Cancellation Fee: If cancellation is necessary, we require that you call at least 24 hours in advance or a cancellation fee of $100 will apply.

  • Are your services available on holidays?

    Although we typically try to allow our team to relax with their families on the holidays, we understand that your business does not rest. Holiday appointments would have a $100 premium service fee and turnaround times will need to be reviewed in advance.

  • Can I add a Custom Domain to my listing website?

    Yes! You can purchase a custom domain (hosted for one year) for $35+tax. If you have purchased your custom domain elsewhere, we can provide you with the C Name and A Record at your request.

  • Can I be in my video?

    Yes! We provide mic’d services. Please advise us in advance of this request. Our Better and Best packages include mic’d intro/outro (you can also add voiceover). Should you require more in-depth videography services (walk-throughs, scripted services, etc.), we would direct you to our Better Plus and Best Plus Packages. It is important to select the appropriate service as we budget more time for our Plus packages.

  • Can I choose my photographer?

    We will always do our best to accommodate your preferred tech, however, we can not guarantee you a certain person.

  • Can I choose the music for my slideshow or video?

    Yes, however, we must be mindful of copyright laws. We can apply a song if you have purchased the license to it. You may also choose from Soundstripe. We must have the choice one day in advance of the shoot. Should a request be made on the day of or after, this change would use the one revision included in the service (additional revisions incur additional fees).

  • Can I have my feature sheets printed myself?

    Absolutely! When you are in your listing website, choose the Brochure tab from the Edit Property dropdown. Select the brochure you wish to print. Select download. Check the box that says, ‘Use Full Bleed Dimensions’. Select download. You can send the PDF to the printer of your choice.

    Note: To prevent your printed product from having unsightly white lines around the border, you must set your document up with bleeds. Bleed refers to an extra 1/8” (. 125 in) of image or background colour that extends beyond the trim area of your printing piece.

  • Can I receive my content the same day or faster than the usual timelines?

    We do offer rush services at a premium rate of $50 per service. Turnaround times will need to be outlined on a case by case basis, especially if the appointment is after noon.

  • Can we add +1 to the bedroom count on our listing website?

    Not at this time.

  • Can we edit my Matterport tour?

    Unfortunately not. We can only hide scan points. We strongly recommend removing any personal, private, and sensitive information from the site prior to our arrival.

  • Can we shoot exterior photos and videos in advance for a listing coming up at a later date?

    Yes! Please advise us of this plan to ensure the content is stored for later use.

  • Do floor plans come in metric or imperial?

    Imperial, but we can provide metric measurements if requested in advance.

  • Do you service commercial properties as well as residential?

    Yes! Please reach out to our Sales Team to discuss pricing.

  • How accurate are the floor plans?

    The floor plans and measurements provided are approximate and may not be 100% accurate. Floor plans are for advertising usage only and are not suitable for architecture or construction. We provide cost-effective services for property owners, managers, facility managers, real estate professionals, architects, space planners and interior designers, or any company which would like to verify their lease space size. Clients are responsible for verification and home values should not be set solely based on the floor plans.

  • How can I pay?

    We will send you an invoice on the day of the service. Payment can be made via Visa, Mastercard, AMEX, or e-transfer. Please note that we will require payment in full before content can be released unless otherwise arranged and agreed upon.

  • How do I speak to a real person?

    Please feel free to call us at (877) 268-2924

  • How do I upload to MLS?

    Please visit the Toronto MLS Resources page for more information.

  • How do I use my dedicated listing website?

    Please watch this video for instructions on how to use your dedicated listing website and content delivery dashboard.

  • How does feature sheet printing and delivery work?

    Our packages with a dedicated listing website include 4-page feature sheet design. The feature sheets are 17″x11″ folded to 8.5″x11″, printed in colour on card stock. Should you wish to add pages, the page count will need to be in multiples of four.

    Your brochure will be available for your review and approval when you receive the dedicated listing website. We only proceed with printing when we receive your approval. If the content is sent to print before noon, it will be available for pick up the same day. If you have requested delivery, it is usually delivered 24-48 hours thereafter. Please keep in mind that our print team does not work weekends which can affect these turnaround times.

  • How early/late can I schedule an appointment?

    This depends on the time of the year! We typically schedule or team from 10am to 6pm depending on daylight. We will suggest alternative start times if we believe you need a longer appointment (based on services requested and listing size).

  • How long is my Matterport space hosted for?

    Matterport spaces are hosted for 90 days and automatically expire. Matterport hosting can be extended by 6 months ($60+tax) or 1 year ($120+tax).

  • How long will my appointment take?

    This depends on the services requested and the size of the home.. For listings up to 3000sqft, we recommend the following:

    Photos: 1 hour
    Videos: 1 hour (or more if the agent is in the video)
    Aerial Drone: 30 minutes
    Matterport: 1 hour (or more with floor plans)
    Twilights: 45 minutes

  • How many video/slideshow revisions are included in my service?

    Only one video or slideshow revision is included in the initial package pricing.

  • Is it possible to change the photos in my slideshow?

    Yes! We would consider this the use of the one revision included with the service (additional revisions incur additional fees).

  • Is stock footage available?

    We do store stock footage of cities and of condo amenities. Please let us know what you are looking for in advance of the shoot and we will advise if we have content on hand. Fees for stock footage/b-roll vary.

  • My images are too large for MLS, what should I do?

    If you have purchased a dedicated listing website, download the Large (1000pixel) size images. Alternatively, there are many free websites where you can do this, ie. https://bulkresizephotos.com/en

  • What areas do you service?

    All of them! Additional rates apply for listing outside of our local service areas. Should your location not be on the map, we may require advanced notice to arrange the appointment.

  • What can I provide in advance for my dedicated listing website?

    We will be including a branded and unbranded dedicated website for this listing. Please email us back with as many of the following details as possible at least one day prior to your appointment to ensure that we can provide you a dedicated site that is ready to go. Please note that we require your agent branded prior to the shoot. If you have already provided us this information for a previous listing, there is no need to resend it.

    • Agent branding (logo, slogan, picture)
    • Link to your Facebook, Twitter, Instagram & website if available
    • List price
    • Listing description
    • Key Features of Property
    • Parking count (both in the garage and out respectively, if applicable)
    • Number of Stories
    • Bedroom count
    • Bathroom count
    • Open house dates

  • What COVID security measures is your team taking?

    For all of our latest COVID policy updates, please visit the COVID-19 Response page on our website.

  • What happens in inclement weather?

    Should you incur/anticipate inclement weather on the day of your shoot we kindly request you to notify us as soon as possible to find the next available appointment time. Should the weather change unexpectedly while we are on site and we are unable to capture exterior content, we will notify you as soon as possible to arrange a site visit.

  • What is required for virtual staging?

    We kindly request you to:

    • supply the highest resolution image that you have
    • identify the room if it is not obvious
    • provide samples if you have them

  • What is the turnaround time?

    Weekday Services
    Photos = 24 Hours from the end of the shoot
    Video/Slideshow = 48 Hours from the end of the shoot
    360 Matterport Scan = 24 Hours from the end of the shoot
    Floor Plans = 2-3 Business Days from end of the shoot (unless rush ordered – *premium) Please note that floorplans are ordered in Imperial **
    Virtual Staging = 1-2 Business Days from the time photos are selected by you.
    Dedicated Listing Website = 24 Hours from the end of the shoot

    Friday & Weekend Services
    Fridays:
    Photos & Matterport 360 Scan & Dedicated Listing Website = 24 Hours from the end of the shoot
    Videos = Monday Delivery
    Floor Plans = 2-3 Business Days from end of the shoot (unless rush ordered – *premium) Please note that floorplans are ordered in Imperial **
    Virtual Staging = 1-2 Business Days from the time photos are selected by you.
    Saturdays and Sundays:
    Photos & Matterport 360 Scan = Monday Delivery
    Videos = Tuesday Delivery
    Floor Plans = 2-3 Business Days from end of the shoot (unless rush ordered – *premium)
    Virtual Staging = 1-2 Business Days from the time photos are selected by you

  • What services do you offer and what do they cost?

    Please find the full list of our services and prices on our website.

  • What should I do to prepare my listing?

    Get our Ultimate Real Estate Photography Checklist here, for all the information that you need.

  • Why must I pay before receiving my content?

    Once the content is shot and edited, we consider our services to be complete. We are incredibly confident in our service and product and it is not in our best interest to provide you with subpar content. Should there ever be an issue, we would be happy to review the material or series of events to ensure we deliver all that is expected.

  • Why would I receive branded, unbranded, and embed Matterport links?

    The branded link is to share with your clients and potential buyers. The unbranded link would be used in MLS. The embed link can be coded into your personal website.

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