Frequently Asked Questions
What are your office hours? I need to talk to someone!
Our Twist Tours office is open M-F 8:30a-5p.
For general information about our services or to speak with us about an existing appointment call 866-648-0022. Email support on evenings and weekends: firstname.lastname@example.org
For product support, or help with your account and ordering, FloorPlan Online customer care is available M-F, 8am-6pm, 866-810-3816 Opt. 3. Email support on weekends: email@example.com.
When will I receive my appointment time for my photo shoot?
You will receive your appointment time around mid-day 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 order form. We can work with windows of time so for example you could put Morning, Afternoon or between the hours of “-”. We will do our best to accommodate exact time requests, but cannot guarantee it.
When are photo shoots typically scheduled and how long are they?
Day Shoots: We schedule between 9am and 3pm but if you have a specific request outside of the those hours just inquire and we will let you know if someone can accommodate it.
Full Twilight Shoots: We will arrive about 1 hour to 2 hours depending on the size of the house, to photograph day exteriors, and day interiors and then back out after sunset for Twilight exteriors.
Twilight Exterior Shoots: We will arrive right about sunset.
Most appointments will be 30 – 45 minutes in length. Larger houses take longer.
Will the photographer move things to create a better photo?
We will move small items to create a better scene. We are photographers and not stagers however, so it is the customer’s responsibility to ensure the home is ready for photos.
The space must be staged and photo ready when we arrive so make sure you give our How To Prep for a Photo Shoot document to your clients and follow up to make sure it was done!
Will I get a reminder about my upcoming appointment?
We do send 48 hour photography reminders.
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 with the exception of aerial photos/video and floor plans which can take up to 3 days.
What if I need same day rush service to get my photos?
For a $60 rush fee, we will have your images to you the same day by 7pm. We are really good at what we do, but we can’t deliver Twilight, Matterport or Floor Plan products the same day.
Can your photographers access the home via a lockbox?
The Board of Realtors requires vendors such as photographers to use a CBS (call before showing code) to access the lockbox. You can find the CBS code by accessing the Supra website – Click Keyboxes under Quick Links – Located the Keybox# and see the column called CBS code. It will be 7 digits long.
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.
While everyone understands the purpose of cancellation fees, and agrees to the terms of service, nobody likes paying them. So we do our very best to keep you apprised about your upcoming appointment with a courtesy email at least 48 hours out – please use that time to check in with your client.
As soon as you become aware that the property is not ready as scheduled, email firstname.lastname@example.org so we can notify the photographer and either remove it from the schedule or set up a new appointment time.
Same Day Postpones/Cancellations/Reschedules:
If an appointment is postponed, cancelled or rescheduled the same day as the appointment, or, the photographer arrives to the appointment and cannot photograph it, then you agree to pay a fee of $100 so that we may pay the photographer for their reserved time.
- We are going to work hard to replace the photo shoot, so we can waive the fee
- Twilight appointments can be moved at any time without incurring any fees, unless the photographer arrives to the appointment and is unable to photograph it. After arrival cancellation fees for twilight shoots are $100
- Aerial appointments that are handled by our outside Aerial Provider are not subject to this policy. The Aerial Provider may have their own cancellation policy.
- Be sure to check the weather in advance of your appointment. It is your responsibility to reschedule if weather is a concern! We can replace grey skies with blue skies as an alternative for $5 per photo. As long as it is not raining hard, we can shoot interiors and exteriors. After you receive the photos, you can then decide if you want to schedule an additional exterior reshoot on a sunny day for a reduced fee of $100 (plus any applicable trip charge) or take advantage of our Blue Sky replacement.
How are Trip Charges calculated?
Trip charges occur for properties approximately 25 miles or more from city center. These charges are added to the base photo shoot cost and are zip code based.
Why do twilight shoots 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.
Do I own the photos? What if someone wants to use the photos I bought?
Twist Tours owns the images but we grant you the license to use the images freely in your marketing in perpetuity. Official Details here: twisttours.com/service-agreement
You are the only one with the rights to use the images and those rights cannot be transferred to any third party, including but not limited to a builder, designer, remodeler, or stager of the property photographed, nor can you give away, sell or resell the images to any third party.
We never give away or sell photos without the permission of the person who bought them. If someone wants usage rights for the photos, email email@example.com with permission.
The cost to relicense for usage is $1 per image – we sell the entire gallery; we do not offer individual selections – plus a $25 administrative fee to load them in a download center.
How long do you keep the images for the properties you shoot?
The original print size images are housed for a period of one year
Do my tours or photo download centers expire?
Images and Tours are good for one year – then you have the option to renew. You have the option to renew for one year at $19.99 or 5 years for $99
What size should I download for MLS Photos?
1024 X 768 – Austin MLS
640X480 – San Antonio MLS
How do the vanity domains work?
You can order domains directly in your Order System. Domains are registered for a 1 year period at a cost of $20. You will receive a notification when your domain is about to expire so you may choose to renew it for another $20 or let it expire.
The domains are registered to Floorplan Online. If you have registered a domain directly yourself, contact Care to get instructions on how to direct it to your tour: firstname.lastname@example.org.
Domains ordered Monday through Friday are processed at the close of business each day and will be attached to your tour for you. For domains ordered on Saturday and Sunday, domains are processed on Sunday evening – your domain should be available by 6:00 pm on Sunday.
Vanity Domains are the ultimate finishing touch to create a single property website showcasing your listing.
When do I get charged? How do I get my invoice?
We only charge after we deliver the product. Your invoices are conveniently located in the FPO order system. Locate the order/tour and look for the Invoice link
Why don’t you offer 360 Panoramas anymore?
Panos are an aging technology – with the advent of Matterport 3D immersive spaces, the experience of standing in one spot and spinning around in a circle is no longer a genuine experience for viewing a house. It is increasingly harder to maintain a solid viewing experience with panoramas on the many different types of mobile devices today – buyers will abandon a virtual tour when they reach a panorama that won’t perform on their device or if it makes them “dizzy”
How do I order a Reshoot or Exteriors Only?
Contact email@example.com with the property address, preferred appointment date and details of the shoot. Reshoots/Exteriors Only are $100 for up to 15 images. We will coordinate the scheduling with you after we receive the email request
I want neighborhood amenity photos - how does that work?
We have a large stock library of amenity photos that are available at no charge. Or you can schedule us to shoot amenity photos starting at $20 for up to 4 photos – $5 per photo over that.