Frequently Asked Questions
When will I receive my appointment time for my photo shoot? You will receive your appointment time around lunchtime the day prior to your shoot. We do this because we experience a great amount of movement in the calendar and want to ensure the accuracy of the photographer’s route.
What if I need a specific appointment time? You can let us know of any time restrictions on the notes section of the Schedule Services form. We can work with windows of time so for example you could put Morning, Afternoon or between the hours of “”.
When do I get my photos and / or tour links? We deliver the product to you the day after your photo shoot (yes even on Saturdays!) by 6p.
What if I need same day rush service to get my photos? There is a $50 rush fee for same day service.
Can your photographers access the home via a lockbox? Yes, we can access the lockbox with a CBS (Call before showing) code
What are your office hours? I need to talk to someone! Our office is open 8:30-5p Monday through Friday. Our phone number is 512-687-3461. We have processors that work on Saturday to get your product to you, but they work from home. Outside of the office hours, we check our general email inbox with regularity for emergencies. Email for our ATX office is firstname.lastname@example.org. Email for our San Antonio office is email@example.com
What is your cancellation policy? When you schedule services with us, you are reserving a valuable time slot that will not be available to others. When you cancel or reschedule the same day as your photo shoot, we have to pay our photographers for that reserved time.
Tuesday through Friday Appointments: If you cancel or reschedule the appointment after 4pm the day before the photo shoot, then you agree to pay a reschedule fee of $50 for photography appointments and $75 for photography + matterport scan appointments scheduled on the same day. If we can replace the photo shoot, then the fee is waived. This does not apply to twilight photo shoots.
Monday Appointments: As a courtesy, we will issue appointment times the Friday prior to your Monday photo shoot. If you cancel or reschedule your Monday appointment after 4pm on the Friday prior, then you agree to pay a reschedule fee of $50 for photography appointments and $75 for photography + matterport scan appointments scheduled on the same day. If we can replace the photo shoot, then the fee is waived. This does not apply to twilight photo shoots.
Unable to Shoot Fee: In the event that the photographer arrives to the property and cannot access it or it is not ready to photograph, then you agree to pay a fee of $75 for day photography appointments or $100 for photography + matter port scan appointments scheduled on the same day and $100 for twilight photo shoots plus any applicable trip charges.
What do you do if it is raining? We are prepared to shoot rain or shine! Often times, sellers spend a good amount of time getting their house ready, so at the very least we can do the interiors. If it is not raining hard, we can often get a front and rear shots as well. If you require us to go back for exteriors, there is a $75 exteriors only option on our order form.
How are Trip Charges calculated?
Twist Tours: From city center, 78701 to the destination property, trips 35-40 minutes away have a $10 trip charge. Trips 41-60 minutes away are calculated at $1 per minute over 30 minutes - i.e.. 52 minutes away would be a $22 trip charge. All trips over an hour away require a special trip fee quote if we are able to travel to the destination property.
All trips over an hour away require a special trip fee quote if we are able to travel to the destination property.
Aerial Work | Austin Birds iVideo & Rogy Productions: Trip Charges for Aerial Photography/Video are calculated by Austin Birds iVideo and are billed separately
Why do twilights cost more? Twilight shoots are a premium product that requires specialized execution not only on site but in post production as well. They are scheduled after hours and take longer to photograph. Special techniques are applied and only our most skilled photographers are trained to shoot them. These kinds of photos encourage viewers to imagine returning to a warm and welcoming home each night - creating a unique mood and adding a touch of elegance and style.
How long do you keep the images for the properties you shoot? We store the original print size images for one year from the date of the shoot. After that, web sized images are available for an unlimited time.
I purchased a domain name through you. What are the details about that? Do I own that name? We purchase/register domains on your behalf and attach them to the virtual tour to give the tour a personalized web address and increase search engine visibility for the tour.
Domains are registered for a 1 year period at a cost of $25. It is up to you, the client, to notify us prior to the domain’s expiration if you would like it renewed. If a renewal is requested, there is a $25 cost associated with that per year.
The domains are registered to Twist Tours. You may register your own domain name and we can provide instructions for the name servers to be changed so we may use that domain with the virtual tour. If a renewal is requested after the domain has expired, there may be a higher cost associated with the domain as it is put into escrow for 90 days prior to being released to the public for registration. In these cases, we call the domain registrar and inquire about the cost. You can then decide if they would like to renew at that cost or choose a different domain name for registration.
Do I own the images? We have two different types of usage rights - Permanent and Temporary - with different pricing according to length of use and purpose:
Temporary Usage Rights Realtors and FSBOs: Realtors and For Sale by Owners: We grant you Temporary Usage Rights of the images you purchase for a greatly reduced rate under our For Sale or Lease Pricing Scale.
You get to enjoy our superb photography for unlimited print and web use in marketing your listing and when the listing is sold and/or you are no longer the listing agent, the image rights are withdrawn with the exception of use in Just Sold or personal marketing materials.
All of our images are copyrighted and are the intellectual property of Twist Tours. We license our images to you for temporary use but the ownership of the images remains with Twist Tours. The images you purchase are non-transferable and cannot be given away, bartered or sold.
The client who pays for the images is the only one who has the rights to use the images. You cannot give those images to the builder, designer, remodeler, stager, etc. of the property photographed nor can you resell the images to anyone or split payment with anyone so they can use the images
Permanent Usage Rights Portfolio: Portfolio Clients: We grant you Permanent Usage Rights of the images you purchase under our Portfolio (Not For Sale) Projects Pricing Scale (for Builders, Designers, Architects, Stagers etc).
You get to enjoy our superb photography for unlimited print and web use to promote/market yourself and your business til the end of time.
All of our images are copyrighted and are the intellectual property of Twist Tours. We license our images to you for use but the ownership of the images remains with Twist Tours. The images you purchase are non-transferable and cannot be given away, bartered or sold.
The client who pays for the images is the only one who has the rights to use the images. You cannot give those images to the builder, designer, remodeler, stager, etc. of the property photographed nor can you resell the images to anyone or split payment with anyone so they can use the images.
If you have someone interested in obtaining usage rights to images, have them contact us directly at firstname.lastname@example.org or via phone at 512-687-3461, and we will take care of the rest!
Do you syndicate your tours to other sites like Zillow?
Brokers/Agents who want to syndicate to a website(s) or vendor(s) that do not meet ABoR’s data integrity standards can choose to do so through third party syndication sites like ListHub.com (free) or through RETSConnector.com.
We at Twist Tours follow this protocol and therefore we do not syndicate to third party sites because of the potential for misinformation or inaccurate data syndication. The Austin Board of Realtors has a great informational site on syndication: http://syndication.mystagingwebsite.com/
When you enter your listing into the MLS, make sure you are inputting the branded and non-branded links for your virtual tour. The listing you input in the MLS and its data will feed into three approved sites automatically: - AustinHomeSearch.com - TexasRealEstate.com - Realtor.com