We understand that you may have many questions about our services and the way we work, especially if you are booking with us for the first time. For this reason, we have gathered the most common questions we’ve been asked by our clients, so that it helps you clear out any doubts you may have about our services and how we operate:

·         When will I receive my order?

o   Standard Photos and Twilight Photos: next working day, between 2-5 pm

o   Drone Photos, videos and 3D Virtual Tours: 2-4 working days from the day of the appointment

o   Virtual Staging & Advanced Editing: 2-4 working days from the day all the photos to be edited are provided

·         How many photos will I get?

o   Standard Photos: 30-70 photos

o   Drone Photos: 5-12 photos

o   Twilight Photos: 5-12 photos

·         How long does a shoot take?

o   A single service shoot takes 30-60 mins in total, for a property that is less than 2,499 sq.ft. A shoot usually takes longer if the house is larger or if the shoot is booked for more than one service.

·         What photos will you take of my property?

o   Generally, these are the areas that we photograph: exterior, entryway, living room, kitchen, breakfast nook, dining room, office(s), living room(s), game room(s), master bedroom, master bathroom, secondary bedroom(s), and secondary bathroom(s). If you want us to take photos of any other areas, such as the garage, closets, a barn, a warehouse, etc., you must let us know in advance or during the appointment. Failure to notify us beforehand, could result in you not getting photos of all the areas you want.  

·         Do I need to be present for the shoot?

o   We highly encourage that you are present for the shoot, so that you can check the shots with the photographer and ensure you are fully satisfied with the results. However, as long as you provide us with all the information needed to gain access to the property and any further instructions relevant to your appointment, we can complete the shoot without you needing to be there.

·         What if I’m not satisfied with my order?

o   We will either arrange a reshoot for you or issue a partial/full refund of your order if you are not satisfied with our work for any of the following reasons:

§  The photographer did not follow the instructions provided before or during the appointment

§  The photos look distorted or low quality

§  The photographer did not take photos of a certain area that you requested to be photographed before or during the appointment

Please note that any refund/reshoot claims must be made no later than 3 days after your order has been delivered. Any claims made after 3 days will not be considered. 

We understand that each client we work with has their own taste and preference when it comes to real estate photography; you may like doors left open instead of closed, or you may have a favorite angle in your kitchen that you’d love us to capture. For this reason, we highly advise that someone is present at the appointment to check the photos with the photographer and discuss any specific requests they might have. If this is not possible, we recommend that clear and specific instructions about any requirements or requests are given by the client beforehand, so that the photographer can take these into consideration when taking the photos. Failure to notify the photographer about any special requests or preferences which results in a reshoot taking place, will incur extra fees to complete the reshoot.

·         What are your opening times?

o   Our opening times are

Monday-Friday from 8:30 am – 5:00 pm
Saturday from 9 am - 2pm

Please note that we don’t take calls or answer emails on Saturdays, Sundays, or public holidays. We endeavor to get back to you the next working day.

·         Do you edit the photos so that they look better?

o   We always touch all of our photos up to make sure the skies are blue, the grass is green and that the pictures have the right color balance. Any extra editing after that, such as removing an object from a photo, etc., is a separate add-on service called Advanced Editing.

·         Who owns the copyrights of the work you do?

o   Visualize, exclusively owns and retains all worldwide copyrights, in any form, including digital and print media, of all products created and delivered by our team for our clients (this includes all photos, images, videos and advertising material). Clients are granted a limited, non-transferable license to use our products in digital or print form, for any advertising or promotional purposes associated with their efforts to sell/lease or offer to sell/lease the property depicted in the photographs, images, videos, or advertising material, such as use in a real estate listing, realtor advertisement of listings, a web-based virtual tour of the subject property, and the like. This license terminates once the clients’ involvement in the sale/lease or offer to sell/lease of the subject property terminates. If a client wishes to extend their license or use our photographs, images, videos and/or advertising material for other purposes not included in this section, then they must get in touch with us and make a formal request via email to contact@pic2house.com or by calling us at +1 (713) 364-3068.

 For more information about the copyrights of the work we deliver, check out the “Copyrights of our photographs, images, videos, and advertising material” section in our Terms and Conditions of Service (text in bold will be embedded with a link leading users to our Terms and Conditions of Service).

·         Can I use more than one discount at the time?

o   No. Clients are not allowed to use more than one discount per order, unless it is specified on our advertisement material, website, or newsletter that a specific discount can be used with another discount.  

·         Can you access a property on Supra?

o   Yes, we can. However, since we are not realtors, HAR requires us to have the CBS code or the Shackle code of the Supra in order to be able to unlock it. This can be found on your Supra app and you will be required to include this when completing your booking form.

·         What happens if I need to cancel or reschedule my appointment?

o   If you need to cancel or reschedule your appointment, you must do so at least 12 hours before the appointment (4 hours for those that have ordered any Deluxe Service) to avoid a late cancellation/rescheduling fee of $20. You can cancel/reschedule your appointment by calling us on +1 (713) 364-3068, emailing us at contact@visualizeteam.com, or simply by clicking the “Reschedule” option on your confirmation email. Please note that if an appointment is rescheduled/cancelled by the time the photographer is on their way or at the property, then we will charge the client an on-site rescheduling/cancellation fee of $40, plus 50% of any travel fees from the appointment.

·         What if I need to cancel or reschedule due to poor weather?

We will never cancel an appointment due to poor weather conditions, unless we consider it threatens the safety of our photographers or any other member of our team. If you wish to cancel/reschedule your appointment as you believe that the weather conditions are not favorable and that they may affect the quality of your photos or videos, you must do so with enough notice (at least 2 hours before the appointment takes place, if the cancellation/reschedule is due to poor weather conditions). If you don’t reschedule/cancel your appointment at least 2 hours before it takes place, then you will be liable to pay a late cancellation/rescheduling fee of $20. If you cancel/reschedule your appointment once the photographer is on their way or at the property, then you will then be liable to pay an on-site rescheduling/cancellation fee of $40, plus 50% of any travel fees from the appointment. Please note that the 2 hour rescheduling/cancellation window only applies if the reschedule/cancellation is due to poor weather conditions