Client Experience & Service Guidelines
Our Commitment to You
Thank you for choosing One of One Photography for your real estate visual marketing needs!
Our policies are designed to create an organized, efficient, and professional experience for everyone involved. These guidelines help us maintain consistent quality, respect scheduled appointments, and deliver exceptional visual assets to our clients.
We kindly ask that you review the following policies before your scheduled appointment. By booking our services, you acknowledge and agree to the policies outlined below.
1. Booking & Appointment Confirmation
All photography and media appointments must be scheduled in advance through our booking platform or directly with our team via phone, text, or email.
Appointments are considered confirmed once a booking confirmation has been issued by One of One Photography.
Appointment confirmations will include the scheduled date, arrival time, property address, and services requested.
Last-minute or same-day bookings are subject to availability and may incur additional fees.
2. Cancellations & Rescheduling
We understand that real estate schedules can change unexpectedly. To accommodate all our clients fairly, we ask that any cancellations or rescheduling requests be communicated as early as possible.
We request at least 48 hours' notice for cancellations or rescheduling.
Cancellations made within 48 hours of the appointment may incur a fee equal to 50% of the scheduled services.
Same-day cancellations or missed appointments may result in a charge of up to 100% of the scheduled services.
Weather-related changes will be evaluated individually, with flexibility provided when conditions prevent the safe or reasonable completion of services.
3. Weather & Outdoor Photography
Weather conditions can influence the appearance and quality of exterior photography, aerial imagery, and natural-light media.
One of One Photography reserves the right to postpone or modify outdoor services when weather conditions present safety concerns or prevent satisfactory results.
Drone operations are subject to FAA regulations, airspace restrictions, and the photographer's assessment of safe flying conditions.
When weather prevents the completion of a scheduled service, we will coordinate an alternative date whenever possible.
Clients who choose to proceed during unfavorable weather acknowledge that exterior imagery may reflect the conditions present during the appointment.
Additional visits requested solely to capture improved weather conditions may be subject to a return-trip fee.
4. Property Preparation & Readiness
To maximize our scheduled time and ensure the best possible results, properties must be fully prepared before our arrival.
All cleaning, staging, furniture arrangements, landscaping, and general property preparations should be completed before the scheduled appointment.
Interior lights should be functional, personal belongings should be organized, and pets should be safely secured.
Clients are responsible for providing accurate property access instructions, including lockbox codes, gate access, or contact information when necessary.
Our photographers are not responsible for cleaning, staging, rearranging furniture, moving personal belongings, or preparing the property for photography.
If the property is not ready upon arrival:
Our team may allow a courtesy waiting period of up to 15 minutes, depending on the day's schedule.
We may proceed with photographing the property in its existing condition with client approval.
If the property cannot be photographed within the scheduled appointment, a return visit or rescheduling fee may apply.
Additional photography or editing required because of incomplete property preparation may incur additional charges.
5. On-Site Presence & Appointment Time
Every appointment is allocated a specific amount of time based on the services booked and the property's size.
To maintain an efficient workflow, we kindly request that the property be free of unnecessary activity during production.
Homeowners, occupants, contractors, cleaners, and other vendors should complete their work before our scheduled arrival whenever possible.
Realtors and authorized representatives are welcome to attend but are not required to be present.
Anyone remaining on-site should avoid entering areas actively being photographed or filmed.
Interruptions, ongoing preparations, or additional requests may affect the amount of media we can capture within the scheduled appointment.
Our photographers must remain on schedule to honor subsequent client appointments. Additional time beyond the scheduled session is not guaranteed.
6. Scope of Services & Additional Requests
Our scheduled appointment is based on the services selected and confirmed at the time of booking.
To maintain consistent scheduling, production quality, and timely delivery, we ask that all special requests be communicated before the appointment whenever possible.
Only the services included in the confirmed booking are guaranteed during the scheduled appointment.
Requests for additional photography, video footage, drone coverage, amenities, community features, or other media services are subject to available appointment time and additional charges.
Requests for specific compositions, property features, architectural details, or marketing priorities should be communicated before or at the beginning of the appointment.
Our photographers retain creative discretion over composition, lighting, camera placement, and editing techniques to maintain our established visual standards.
Additional editing, extensive retouching, object removal, virtual staging, or revisions outside our standard editing process may incur additional fees.
Important: Additional requests are not automatically included in the original booking. Any approved services beyond the confirmed scope will be reflected in the final invoice.
We reserve the right to decline additional requests that cannot reasonably be accommodated within the scheduled appointment.
7. Photographer Availability & Substitutions
In the event of illness, emergencies, or unforeseen circumstances, One of One Photography may assign another qualified member of our photography team to complete your appointment.
All photographers representing our company are expected to uphold our professional standards, visual consistency, and commitment to quality.
If a suitable replacement is unavailable, we will coordinate an alternative appointment with the client.
8. Property Access & Missed Appointments
Clients are responsible for ensuring that the property is accessible at the scheduled appointment time.
Access instructions should be provided before the appointment.
If our photographer cannot access the property, we will attempt to contact the designated client or property representative.
A courtesy waiting period of up to 15 minutes may be provided when scheduling permits.
If access cannot be established, the appointment may be classified as a missed appointment and may be subject to the full scheduled service fee.
We recommend providing secure lockbox access whenever possible to minimize scheduling interruptions.
9. Media Delivery & Turnaround Times
We take pride in providing timely, professionally edited visual assets to support your listing and marketing deadlines.
Our standard delivery schedule is as follows:
Photography & Still Images: Delivered the following morning by 10:00 AM.
Video Services: Delivered the following day by 3:00 PM.
Virtual Tours & Related Assets: Delivered the following day by 3:00 PM.
These delivery times apply to standard services unless otherwise communicated.
Certain specialty projects, extensive editing requests, or unusually large media packages may require additional production time.
Rush or same-day delivery may be available upon request for an additional fee.
Delays caused by property readiness, changes in scope, technical complications, or unforeseen circumstances may affect delivery schedules.
Should an unexpected delay occur, our team will communicate any revised delivery expectations as promptly as possible.
10. Payment & Media Access
Payment for completed services is due upon media delivery unless alternative arrangements have been agreed upon in writing.
Clients will receive access to their media gallery and an itemized invoice outlining the services provided.
Download access may require full payment of the outstanding invoice.
Additional services requested and approved during production will be included in the final invoice.
Outstanding balances may result in restricted media access or suspension of future booking privileges until payment is received.
11. Professional Courtesy & Communication
At One of One Photography, we believe that clear communication and mutual respect create the best client experience.
We encourage our clients to communicate any important details, expectations, or special requirements before their appointment.
Our team is committed to providing a professional, collaborative experience while maintaining the scheduling and production standards necessary to serve all clients fairly.
Thank You for Your Understanding
We appreciate your trust in One of One Photography and your cooperation with these guidelines.
Our goal is simple: to provide a seamless photography experience, exceptional visual marketing assets, and reliable service that helps your listings stand out.
One of One Photography
Elevating Real Estate Through Visuals.