Services & Conditions

Scheduling and Contact Information

Requests for photo and video appointments should be submitted via the order form. Alternatively you may send an email to order@topframemedia.com with as much detail of the request as possible. We will reply back within 24 hours to verify the date, time, and location of the shoot. Next day requests are difficult to schedule, cannot be guaranteed, and are subject to an additional charge. Once both parties have acknowledged the date and time of the appointment, the appointment will be considered “booked”.

At The Appointment

The client is responsible for the presence of an authorized representative at the shoot to approve Top Frame Media’s interpretation of the project. If a client or brokerage representative is not present, Top Frame Media’s interpretation shall be deemed acceptable. Top Frame Media will make reasonable effort to remove litter, stray objects, or unattractive objects from the rooms; however please note this does not include actions such as making beds, or arranging heavier items. Clients are expected to have the property staging and cleaning completed prior to the photo shoot. All properties will be shot “As Is.” Your input is important when choosing the best rooms and angles to photograph. Absent your input, Top Frame Media will use their best judgement and experience to decide how best to capture the property. 

After The Appointment

Once the digital products have been captured, Top Frame Media will perform digital retouching and processing. The final photo products will be delivered to you 24 - 48 hours after the departure of the shooting. Photo turnaround time is typically 48 hours on weekdays, and 24 hours on weekends. The final video products may take 4 -7 calendar days for delivery depending on the complexity of the edit. Top Frame Media does reserve the right to extend any deadline up to 72 hours if rare unavoidable circumstances do occur. Delivery is via a shared link to a cloud based storage service to the email address(es) you supply. All photos will meet a high resolution suitable for both internet and print (print sizes up to 8” by 10”.) All videos will meet the standard of high definition for digital media (1080p). All digital products will be hosted in the cloud folder for up to 6 months. After which, it is not guaranteed that products will remain available through the cloud service. 

Cancellation, No-Show, and Inclement Weather Policy

If cancellation or rescheduling is necessary, please do so with a minimum of 24 hours notice. Any shoot cancelled within 24 hours of a booked appointment is subject to a $20 cancellation fee (1st cancellation waived). Arriving late beyond 30 minutes to an appointment will be considered a cancellation, and will be billed at the full rate of the shoot. Every effort will be made to accommodate a rescheduling. In the event of inclement weather preventing photography or filming, a new date will be scheduled at the earliest available time.

Rights and Usage

All digital products produced for an Agent or Broker [Client] may be used by the client for any and all marketing materials and campaigns associated with the property and the client’s self promotion. The products may also be used by the client’s parent company for the sole purpose of marketing the specific property photographed. Ownership of the images remains with Top Frame Media, and license is granted only to the client and client’s parent company, and not to any third party. Any usage of the images by a third party, including but not limited to, architects, builders, stagers, designers, sellers or buyers, is strictly prohibited unless approved in writing by Top Frame Media, and is subject to an additional licensing fee.

Floor Plan Measurements & Expectations

All floor plans are generated with a mobile camera through an application called CubiCasa®. This floorplan only provides estimated measurements and may not be representative of the accurate dimensions. The floorplan is included in your photo package for display and orientation purposes only. Top Frame Media is not considered a certified appraiser, builder, architect, surveyor, or general labor contractor. We recommend you contact a separate vendor if accurate floorplan is required for your listing.

Payments

Payment is accepted digitally through Stripe for major credit cards, or through PayPal, Venmo, or Zelle for direct pay. Payment is due when the final invoice is generated. This is typically after all digital assets have completed the post-processing (editing) phase and are ready for delivery. All delivery is through a Google Drive cloud link that will be provided via email. The email link is inactive until payment is received. The client is able to receive low resolution previews of the digital assets within the folder prior to payment. The client may schedule a revisit to the property if they deem the shoot incomplete, or if unsatisfied. Full refunds are considered on a case-by-case basis. All rights are reserved by Top Frame Media LLC to decline a full refund if the property visit and media capture (photography or videography) have already been completed. If the client has not received any digital assets but the property appointment was completed, a partial refund will be considered on a case-by-case basis.