FAQ
What geographic areas do you cover?
We cover all of Hampton Roads. Our full suite of real estate photography and video services are available in Chesapeake, Virginia Beach, Norfolk, Suffolk, Portsmouth, Hampton, Newport News, and most of the peninsula and northeast North Carolina.
We also have affiliate brands that cover many other areas of Virginia; check out American Real Estate Media’s website for more info.
Do I have to meet you at the house to let you in?
We have full lockbox access. Simply select your listings access option from the dropdown menu when booking. We are happy to accommodate: vacant on a lockbox, contractor box, meet the agent, meet the assistant, and meet the homeowner. Please note that in order to access a supra box, our photographers will need a CBS code in order to open it.
What does "drone photos if appropriate" mean?
Our photographers carry drones with them at all times, and they use their judgement to advise you as to whether including drone photos and video would benefit the property listing. Factors they consider include the spacing between homes, power lines, landscaping of both the home and nearby properties, surrounding features (proximity to water, parks, etc.), and whether the airspace is open to drone use.
What is your turnaround time?
We offer “Next Day @ Noon” turnaround for nearly all of our services.
The only products not delivered the next day by noon are some of the advanced editing services that we offer (virtual staging, virtual decluttering, landscape corrections, etc.). When these services are ordered, the rest of your listing materials are delivered the day after your appointment along with an email requesting the file names of the photos you would like edited. The selected files are edited overnight and sent back to you the next day.
Is there a reschedule fee?
There is not a fee for rescheduling your appointment UNLESS the photographer is already on site or has to return to complete an appointment for any reason that is not our own fault. At that point, a $30 rescheduling fee is charged to cover the cost of the photographers travel and time. If rescheduling at any time prior to the photographers arrival on site or due to something like photography equipment failure, there is no fee.
Why can’t I always get my preferred photographer?
Our photographers scheduling must, understandably, include time for them to travel between appointments and allow them to complete the largest number of appointments per day for our clients. These individual limiting parameters allow us to provide an overall greater appointment capacity for the many agents we serve daily.
We may need to adjust the photographers that are used for your appointment in order to accommodate personal emergencies or scheduling adjustments (i.e. route changes due to traffic, system error, etc.), but rest assured that all of our photographers are highly trained and dedicated to getting you the best listing materials.
I have a question that I cannot find the answer to. What do I do?
If you have any questions about our services or your account, please feel free to contact us.
What is your refund policy?
We are pretty straightforward with our options to receive a refund if you are not satisfied with the service provided. If you are unhappy with the quality of the media provided, let us know within 7 days and we will provide either a re-edit, a re-shoot of the job at no cost, or an account credit to be applied to following orders. Cancelled jobs are eligible for a refund via to original payment method. The following exceptions apply:
Inquiries to re-edit or re-shoot after 7 days may be subject to a fee up to 100% of the original service.
Inquiries to re-edit or re-shoot due to inclement weather are subject to a re-visit fee of up to $50.
Issues with a part of a package (ex the drone photos from a spotlight package) will be limited to a re-shoot, re-edit, credit, or refund for only that portion in question.
In any event, usage of media (aka posting photos or videos to an mls listing or on social media) is considered acceptance of the delivered product and will no longer be eligible for a refund of any kind.