Terms & Conditions

BOOKING & SCHEDULING

All appointments must be scheduled at least 24 hours in advance through our booking form, email, or direct contact. Same-day or rush appointments can sometimes be accommodated—please reach out to check availability.

Please note that Real Estate Agents and Brokers are responsible for informing their clients of our arrival and departure. 

Arrival time due to weather conditions may vary with seasonal changes. Please note that we will take caution in extreme weather conditions and notify you of any changes in arrival times. 

RESCHEDULING & CANCELLATIONS

We understand that plans can change. Rescheduling is free if notice is provided in advance. You may cancel or reschedule up to 24 hours before the scheduled appointment at no charge.
Cancellations made with less than 24 hours' notice may incur a cancellation fee equal to 50% of the total invoice.
No-shows without communication will be billed 100% of the shoot fee.

DELIVERY TIMELINE

Standard turnaround times:

  • Photos: Within 24 hours (unless otherwise specified for editorial or custom work)

  • Videos: Within 3 business days (depending on project scope)

You’ll receive everything through a download link as soon as it’s ready. Rush delivery (within 24 hours) may be available for an additional fee, when requested at the time of booking.
All delivery timelines refer to business days, unless otherwise arranged in writing.

EDITING & REVISIONS

One round of minor revisions is included at no charge (e.g., label corrections, minor color or exposure tweaks).
Major revisions (e.g., restaging edits, significant stylistic changes, or changes caused by property alterations after the shoot) may incur additional charges.
All revision requests must be submitted via email to ensure proper documentation. Standard revision turnaround time is 1–2 business days.

VIDEO EDITING

ANNA VISUALS will choose suitable royalty-free music for your video. If you have a specific music request, it must be shared before editing starts. Any requested music must be royalty-free and properly licensed. Changing the music after the final video is delivered may incur an additional fee, depending on the work involved.

PROPERTY READINESS

We require the property to be fully prepared prior to our estimated arrival. Please have all lights on, blinds/curtains open, toilet seats down, garbage cans hidden (interior and exterior), and personal belongings put away. Please be advised that Anna Visuals staff are not able to move personal items belonging to homeowners and that all furniture and/or other staging items should be in their desired locations upon the photographer's arrival.

If the property is not photo-ready upon arrival, we reserve the right to cancel or reschedule the shoot at our discretion.

FLOOR PLANS

Our floor plans provide a clear, schematic representation of the property's layout and are ideal for showcasing room arrangements. We offer both 2D and 3D schematic floor plans with approximate measurements for visual reference.

Note: We do not provide official square footage reports or detailed measurement sheets of individual rooms.

TRAVEL & COVERAGE AREA

We proudly serve a wide range of areas across Vancouver Island. Travel fees may apply depending on location:

  • No Travel Fee: Nanaimo, Nanoose Bay, Lantzville, Parksville, Qualicum Beach, Ladysmith, Cedar

  • $50 Travel Fee: Duncan, Chemainus, Courtenay, Port Alberni

  • $100 Travel Fee: Campbell River, Victoria

If your location isn’t listed, feel free to contact us for a custom travel quote.

COPYRIGHT & LICENSING

All media (photos, videos, and other content) created by Anna Visuals is the intellectual property of our company and is protected under copyright law. When you book with us, you are granted a limited, non-transferable license to use the content solely for the marketing of the specific property.

Your usage rights include:

  • MLS listings

  • Your own website or brokerage site

  • Print materials related to marketing the property during the active listing period

  • Social media channels

  • Email campaigns

Restrictions:

  • Media may not be reused, resold, or redistributed for other listings, properties, or commercial purposes.

  • Media may not be shared with third parties (e.g., builders, stagers, designers, homeowners, developers, media outlets) without prior written consent, unless used for co-marketing the same listing.

Any usage beyond the original listing period or for other properties or purposes requires written permission and may be subject to additional licensing fees. For third-party or extended use licensing, please contact us at info@annavisuals.ca.

REFUND POLICY

All sales are final. Refunds are not issued once services have been rendered or files delivered.
Refunds are not granted for dissatisfaction caused by property unpreparedness or weather conditions unless previously agreed upon in writing.

PAYMENT TERMS

All invoices must be paid within 3 business days from the shoot date.
Invoices unpaid after 30 days may be referred to a collections agency.

PORTFOLIO & SOCIAL MEDIA USE

Anna Visuals reserves the right to use any delivered media for its portfolio, website, social media, and marketing materials.
If you prefer the media not be shared publicly, you must submit a written request prior to the shoot.

AGREEMENT

By booking any service and/or downloading delivered media, you acknowledge that you have read, understood, and agreed to these Terms & Conditions in full.