CLIENT SUPPORT

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FREQUENTLY ASKED QUESTIONS

Can I request more than one type of shoot for the same property?


Yes, you can request as many types of shoots you would like for the property. Although we cannot guarantee all shoots will be completed on the same day.




Where are you based?


We are based in the City of Philadelphia, but we serve the Greater Philadelphia Area and surrounding areas.




How do I schedule a shoot?


The best way to schedule a shoot is to go to our Services Page, select your preferred media service and fill out the service form attached.




Can I schedule a shoot on the weekend/holidays?


Yes, for an additional fee you can schedule your shoot on weekends and holidays. Please fill out our service form (available here) for the service you require. We will respond to your shoot request form with a custom quote.




What are the hours for scheduling a shoot?


Our shoot times are 9 AM to 5 PM on business days. For an additional fee you can schedule your shoot on weekends and holidays.




When will I receive my order?


Photography: Photo packages will be processed and delivered in 24 business hours (this does not include weekends & holidays, if your shoot is scheduled for a weekend (FRI, SAT, SUN) your photos will be processed and delivered within the next 24 business hours. Video: Video packages will be processed and delivered in 72 business hours (this does not include weekends & holidays, if your shoot is scheduled for a weekend (FRI, SAT, SUN) your video will be processed and delivered within the next 72 business hours. Aerial Media: Aerial Photo packages will be processed and delivered in 24 business hours (this does not include weekends & holidays, if your shoot is scheduled for a weekend (FRI, SAT, SUN) your photos will be processed and delivered within the next 24 business hours. Aerial Video packages will be processed and delivered in 72 business hours (this does not include weekends & holidays, if your shoot is scheduled for a weekend (FRI, SAT, SUN) your video will be processed and delivered within the next 72 business hours.
Matterport Virtual 3D Tours: Matterport Virtual 3D Tours will be processed and delivered in 24 business hours (this does not include weekends & holidays, if your shoot is scheduled for a weekend (FRI, SAT, SUN) your photos will be processed and delivered within the next 24 business hours. If you have requested a faster turnaround time (for an additional fee), your photos/video will be processed and delivered specific to your request.




How do I receive my photos/video?


We have multiple options for how you would like to receive your photos/video.

  • WeTransfer
  • DropBox
  • Email




Can I request a faster turnaround time?


We have multiple faster turnaround time options available:

  • 6 hour rush: +$200
  • 12 hour express: +$150
  • (For Video) 24 hours: +$100*
  • (For Video) 48 hours: +$50
*(For Photo) 24 hours: Free, Average Turnaround Time




Can I request shots of specific property features?


Yes, you can purchase our Detail Shots add-on (20 detail photos).




What is your pricing?


Pricing varies on a project-by-project basis. Pricing is contingent on, but not limited to: media type, travel time, property size, add-ons, etc. See the chart below for the price starting points per square foot:

  • 0-1999 SF: $150
  • 2000-2999 SF: $200
  • 3000-3999 SF: $250
  • 4000-4999 SF: $300
  • +5,000 SF: Custom Quote





Is there a travel fee?


Yes, for areas outside of the City of Philadelphia we have a travel fee. See below for pricing:

  • City of Philadelphia: $0.00
  • Suburbs, 0-30 Minutes Travel: +$50
  • Suburbs, 30-60 Minutes Travel: +$100
  • 1-2 Hour Travel: +$200
  • 2+ Hours Travel: Custom Quote




Do I have to be present at a shoot?


As long as we can access the property (e.g. lockbox, etc.), we do not require you to be present at a shoot. It is best if there are not many people present, we do ask that pets are kept out of the way when our photographers are shooting.




How much time does the photographer need at a property?


The time needed by the photographer is dependent on, but not limited to: media type, property size, add-ons, etc. Shoots typically take anywhere between 1 and 4 hours to complete.




Will photographers move things to get the best shots?


Our photographers shoot upon arrival and may move small items to improve the shot, however they will not:

  • Wait to begin shooting due to last minute cleaning, etc.
  • Declutter the space (space will be shot as is)
  • Move personal items (e.g. bathroom products, etc.)
  • Wipe down surfaces
  • Clean floors that are showing visible dust, etc.
  • Close toilet lids
If the property is not prepared before the scheduled time and the shoot is cancelled by the client with a photographer on site, or the shoot is cancelled by the photographer due to too much clutter inhibiting photographing the property correctly, there will be a $100 fee. We ask that you review our Shoot Checklist before our photographers arrive to shoot.




Do you fly drones in the city?


We do fly our drones in the city, however it is contingent upon location. We do reserve the right to cancel a drone shoot depending on FAA safety regulations.




Can I request floor plans with my Matterport Virtual 3D Tour?


Yes, you can purchase our Matterport Virtual 3D Tour floor plans add-on.




What is your policy for inclement weather?


Shoots will proceed in most weather conditions, unless severe or hazardous. In the event that there is impending unsafe weather (our photographers will not attend shoots in dangerous weather conditions), it is the responsibility of the client to cancel or reschedule the shoot no later than 24 hours before the scheduled time or will be subject to a $50 cancellation fee. If the client continues with the shoot and requires refreshed exterior shots due to bad weather, they may schedule an exterior shoot for an additional fee of $50 plus applicable travel time, or request sky enhancements* (photos are easiest to enhance skies). *Sky enhancements may not be an option for all shoots done in bad weather conditions.




Cancellation Policy?


You may call or email to cancel your shoot no later than 24 hours before your shoot is scheduled to avoid a cancellation fee. A $50 fee will be added to all shoots canceled or rescheduled within 24 hours of any shoot.





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