Frequently Asked Questions
When Do I Get My Photos And Videos?
Photos come by noon the next day. Videos take about 3 business days to put together. The day after your photography shoot, you’ll get an email with a link to the client download panel where you can download all your media in multiple resolutions. Our overnight editing team start sending files back at 6:00 AM and virtual tours are being built by 9:00 AM. We send out all the photos taken the previous day by 12:00 PM.
It Looks Like It’s Going To Rain? Do We Need To Reschedule?
If it’s overcast or or the skies are gray, don’t worry. The blue sky guarantee means we’ll automatically do a sky replacement unless specifically requested otherwise. There are times when it’s raining, snowing or too foggy where the views are compromised and the shoot will need to be postponed. If we have to delay due to weather, there is no cancellation fee and we’ll reschedule you at the earliest opportunity.
Is There A Cancellation Fee?
If something happened and you need to reschedule, as long as it’s 24 hours prior to the start of your appointment there is no fee for cancellation. However, if you cancel within 24 hours of your appointment, you will be charged a fee of $100. Our industry is based on service appointments and when a client books with us, we dedicate time, resources and photographers to make sure that shoot goes off without a hitch. A last minute reschedule means we lose the appointment block that we could’ve filled with another shoot. It also means we’re paying the photographer for their time even if a shoot wasn’t completed.
There are times when emergencies happen. Give us a call and we’ll decide those on a case by case basis. Essentially, if it’s outside your control, we’ll do our best to work with you.
Does the photographer clean, stage, or prep the home?
Sorry but this is not something within our scope of work. Our photographers are trained to take a 5-10 minute walk-through of the property and let the agent/homeowner know if anything last minute needs to be moved. We might quickly adjust a pillow or a blanket to aid in a composition but beyond that it is the responsibility of the agent and the homeowner to make sure the property is photography ready by the time the appointment starts. Our photographers are not allowed to move clutter, toys, boxes, etc. and are trained to shoot the home as-is. This allows our photographer to maximize the use of their appointment time and make sure you get the best angles.
We have a checklist that you can download and pass on to your client to help get ready for real estate photos.
I lost the listing. Can I sell my photos to the next agent?
No, the next agent will need to pay a re-licensing fee. Don’t worry, you can still use the photos to market yourself, create social media ads and to showcase your business but you do not get transfer rights with a Pixvid photography shoot. The next agent will need to pay a re-licensing fee and we’ll create a separate virtual tour with their logo and branding.
Well that sounds dumb…
Well, not really. One of the reasons that we are able to keep costs low is because like most photography companies, we’re able to supplement the income with stock photography. Quite often we get asked by builders, architects, construction companies and other 3rd parties to license photos to them to show off their products that we might’ve taken at a shoot. This is why we reserve the right to transfer or re-sell our images.
There’s something wrong with the photos…who do contact?
If you need a revision completed on a photo set or video please contact orders@pixvid.net or give us a call at 833-715-7150, we’ll do our best to get the correction to you as soon as possible. Even with our TruView™ photography, we cannot guarantee absolute color matching. Time of day, internal lighting, paint color all play an effect to getting the color balance just right. If there’s an egregious error on our end, you can be sure we’ll fix it as soon as possible. However, if we start going down the path of whether the rug is cerulean or manganese blue - we might be working outside the standard price range.
How do I make my tour private? We’re not ready to go live yet.
Easy enough! You can deactivate the tour until your ready or you can send us a request to password protect it. Once we password protect it, we’ll send you the password and only people you share it with will be able to access it. Then when, you’re ready to make it public just let us know!
I need help with my client panel? How do I edit the virtual tour?
We’re happy to help! We have a section dedicated to just that. We cover how to edit your tour, download photos and change up your flyer. If you need more help - give us a call at 833-715-7150.
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Can I request raw, unedited footage or photos from my PixVid session?
At PixVid, we take great pride in our distinct style and high-quality finish, achieved through our careful post-production process. This process ensures every image or video we deliver embodies the PixVid brand's aesthetic and quality. Therefore we do not provide raw, unedited materials as they do not fully represent our brand's standard.
If you represent a national brand such as Netflix or a news channel and would like to discuss a work for hire contract - please send an email to our team.
Our Commitment to Respectful Client Relationships
We are a privately-owned business built on mutual respect and professionalism. While we are committed to serving our diverse clientele, we also emphasize the importance of a respectful working environment for our staff and photographers.
In line with this, we uphold the right to discontinue service to any individual whose displays undue hostility. This includes, but is not limited to, any form of rudeness, threats, or harassment. We value each and every member of our team, and we firmly stand against any stress-inducing interactions. To state it simply, we value the people we work with and want them treated like people worthy of respect and decency.
Furthermore, we respect and value fair criticism. If there is something wrong with your photography session, we would love to hear honest feedback. However, we do not respond to coercion through the threat of negative reviews. In the event of such occurrences, we reserve the right to cease further communication or service provision.
It is our belief that everyone deserves a positive and respectful service experience. Hence, we ask for your understanding and support in fostering such an atmosphere within our business premises.
Please note: our decision to refuse service, when necessary, is not targeted at any protected class. We happily serve people from all walks of life. Our aim is to ensure a respectful and harmonious environment for all.