faq & POLICIES
SCHEDULING & PAYMENT
HOW DO I CHECK YOUR AVAILABILITY?
Visit our booking form to select your services, then view our calendar for available dates. After we receive your request, you will receive an email confirming we have added your appointment to our schedule.
WHAT IF I NEED TO RESCHEDULE?
It’s easy to reschedule! In your confirmation email, there is a link to reschedule. It will take you back to our calendar to select a new date. Please see our policies below for more on rescheduling fees.
WHAT IF I NEED TO CANCEL?
You are able to cancel your appointment in your confirmation email as well. Click the link to manage your order, and then cancel. Please see our policies below for more on cancellation fees.
WHAT TIME OF DAY SHOULD I BOOK MY SHOOT?
Feel free to book any time, but these are our recommendations based on the direction the building is facing:
Facing North or East: 9-10am
Facing South: 12pm
Facing West: 2pm
WHAT IF THE WEATHER ISN’T GOOD ON THE DAY WE SCHEDULED?
While we are confident that we can portray your property at its best, if the weather truly doesn't meet your expectations, we can reschedule for another time. Rescheduling fees may apply.
WHAT LOCATIONS DO YOU SERVICE?
Our main service area is the Los Angeles Metropolitan Area. For appointments outside of this territory, a travel fee will be charged.
HOW DO I PAY YOU?
We accept credit card payments. When your content is ready, you’ll receive a link in your email to make your payment.
WHEN IS PAYMENT DUE FOR MY ORDER?
Payment is due upon delivery of files. When your content is ready, you’ll receive an email notification with a link. Once you complete your payment, you’ll be able to view and download your content.
PRODUCTS
WHEN DO WE GET THE PHOTOS BACK?
Our standard turn-around time is 2 days, except for Friday shoots, which are delivered on Mondays. For an additional 50% fee, we can expedite delivery to 1 day.
WHAT IF I WANT TO REMOVE SOME OBJECTS FROM PHOTOS?
There is a fee of at least $10 per photo for additional Photoshop work. However, we are unable to alter any permanent details that would then misrepresent the property.
ONCE I RECEIVE MY VIDEO, CAN I REQUEST MORE EDITS?
We may charge a fee for additional edits after your video has been delivered.
POLICIES
Please note that all of these policies are part of our terms and conditions, which you must agree to before booking an appointment.
CANCELLATIONS
If you cancel your appointment within 6 hours of your scheduled time, a fee of $150 will be charged.
RESCHEDULING
If you reschedule your appointment within 6 hours of your scheduled time, a fee of $150 will be charged. If you reschedule while our photographer is on-site, a fee equal to 50% of your order total will be charged.
TRAVEL FEE
For appointments far outside of our service area, we require an order minimum of $2000, which includes a travel fee.
PROPERTY ACCESS
By booking an appointment, you are confirming that you have the authority to give us access to the property and that you have given proper notice to tenants.
PERSONAL ITEMS
The property should be photo-ready when our photographer arrives. We do not move any furniture or personal items left in the home.
LICENSING
Upon complete payment of all fees due from the client, Engel Studios will grant the client a limited, non-exclusive, non-transferable license as follows: a) the Photographs/Videos may be printed by the client for use in flyers, brochures and documents for the sale of the property; b) the Photographs/Videos may be displayed on websites such as the Multiple Listing Service and affiliates; c) the Photographs/Videos may be posted to social network platforms by the client; d) the Photographs/Videos may be displayed electronically on devices owned by the client.
If a third party, such as stagers, wishes to license our photos of the property, they should contact us directly for rates.
FLOOR PLANS
The primary purpose of our floor plan service is to give potential buyers a representation of layouts and general dimensions. Though our scans are approximately 95% accurate, the numbers may not exactly match public records as measured by an accredited architect.
DATA LOSS
In the unlikely event of file loss before content is delivered, we will refund you the amount you paid for the lost content.
OTHER ISSUES
If you are extremely dissatisfied with the results of your order, please reach out to us. In exceptional cases, we can offer a return of 50% of the service fee.
