Frequently Asked Questions

Our Twist Tours office is open M-F 8:30a-5:00pm.

For general information about our services or to speak with us about an existing appointment call 866-648-0022.  Please email support on evenings and weekends: office@twisttours.com

You will receive your appointment time around mid-day the day prior to your shoot. We wait until the day before your shoot, because we experience a great amount of movement in the calendar and want to ensure the accuracy of the photographer’s route.

We will send out appointment times for Monday on the Friday prior.

You can let us know of any time restrictions on the notes section of the order form. We offer appointment start time options of morning (appointment start time between 9:00am – 11:30am) and afternoon (appointment start time between 12:00pm – 3:30pm) on the order form.  We will do our best to accommodate exact time requests, but cannot guarantee it.

*If you need to ask for a more specific time frame, you can make that request in the scheduling portion of the order form (in the open text field of the drop down menu above the calendar).

Day Shoots: We schedule appointment start times between 9:00am and 3:30pm, but if you have a specific request outside of the those hours, you can request that in the scheduling portion of the order form (in the open text field of the drop down menu above the calendar).

Full Twilight Shoots: Depending on the size of the house, we will arrive about 1 to 2 hours before sunset to photograph the day exteriors and interiors and then go back outside around sunset for the Twilight shots.

Twilight Exterior Shoots: We will arrive right around sunset.

*Most appointments for houses under 2000 square feet will be 30 – 45 minutes in length.  However,  factors such as the size of the house or additional services such as a 3D scan, video, or aerials, may cause the appointment to go longer. 

We will move small items to create a better photo composition.  However, we are photographers and not stagers, 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!

We send out two different reminders about upcoming appointments.

48 hours prior to your shoot, we send an appointment reminder.

The day before your appointment, we send you your actual appointment time and estimated shoot duration.

*We wait until the day before your shoot to send your actual appointment time, because we experience a great amount of movement in the calendar and want to ensure the accuracy of the photographer’s route.

We deliver your photos to you the day after your photo shoot (yes even on Saturdays!) by 6:00pm.

3D matterport models, floor plans, video products, and aerial photos/video products can take up to 2 business days. 

We also offer Rush processing for same day delivery by 8:00pm ($60) as well as  Priority processing for next morning delivery by 9:00am ($30).

*Rush Processing and Priority Processing only apply to photos, NOT to 3D Matterport models, floor plans, video products, or aerial photos/video products.

We offer two expedited deliveries for photos:

-Rush processing for same day delivery by 8:00pm ($60)

-Priority processing for next morning delivery by 9:00am ($30).

*Rush Processing and Priority Processing only apply to photos, not to 3D Matterport models, floor plans, video products, or aerial photos/video products.

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 Key boxes under Quick Links – Locate the Key box# and see the column called CBS code. It will be 7 digits long.

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 customer.

As soon as you become aware that the property is not ready as scheduled, email office@twisttours.com so we can notify the photographer and either remove it from the schedule or set up a new appointment time. If it is the same day, please call or text 866-648-0022.

Same Day Postpones/Cancellations/Reschedules:

If the day of your appointment, you need to reschedule/cancel or if the photographer arrives at the appointment and cannot photograph it because it is not ready, the photographer cannot access the property, etc., then there are two different rates that may apply to your invoice.

1.) RESCHEDULE RATE of $50 if you cancel before the photographer arrives or a $75

2.) CANCELLATION COMPENSATION FOR PHOTOGRAPHER RATE if you cancel after the photographer has arrived. 

*We will work hard to reschedule the photo shoot on the same day if possible, so that you do not end up paying either of these rates.

*Twilight appointments can be moved at any time without incurring any fees, unless the photographer arrives at the appointment and is unable to photograph it. CANCELLATION COMPENSATION FOR PHOTOGRAPHER RATE for twilight shoots are $100

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 gray skies with blue skies as an alternative for NO CHARGE. As long as it is not a raining heavily, 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 $35 (plus any applicable trip charge).

Travel Compensation occurs 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.

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.

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 office@twisttours.com  with permission and we will process the relicensing.

The original print size images are housed for a period of one year.

Images and Tours are good for one year – then you have the option to renew.  You can renew directly in the order system and you will also receive email notice when a renewal is due.

Renewal Rates after 12 months:
Photo Tours, $19.99
Floor Plan Tours, $19.99
360 Walkthrough Tours, $59.99
360 Stand Alone Models, $40

We offer MLS/Web – Medium (1024 pixels wide) or MLS/Web – Large (1920 pixels wide) – both will work in the MLS system.

You can order domains directly in your Order System. Domains are registered for a 1 year period at a cost of $29.95. You will receive a notification when your domain is about to expire so you may choose to renew it for another $29.95 or let it expire.

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.

Custom Domains are the ultimate finishing touch to create a single property website showcasing your listing.

You may pay by credit card.  We do not take checks or cash.

We charge your card on file for your entire order once the first of your products is delivered to you.

You can edit your credit card information by logging into your Photology account, selecting “Payment” in the left hand menu, then clicking on either “Add Credit Card” in the center of the page or by clicking “Add Payment Method” in the top right corner.

*We realize in certain situations, a credit card might not be the ideal method of payment.  In cases such as these, we offer you the option under “Add Payment Method” for direct bank transfers.

Here are the steps to view your invoice(s):

1.) Log in to your Photology account

2.) Select “Orders” in the left hand menu and click on the order for which you need your invoice

3.) Select “Invoice” in the left hand menu. Here you will be able to view your itemized invoice but will also have the option to download it as a PDF document.

We offer three options for Neighborhood Amenity photos.

Stock Amenities: When you are placing your order, if you select neighborhood amenities, you will be able to view our amenity library.  You can select as many folders as you would like for us to upload to your tour.  Each folder costs $35.

Shoot Amenities With A Property:  If you are having us shoot a property for you but would also like for us to shoot a nearby neighborhood amenity, we can do that for $35.

Amenity Only Shoot:  If you need us to solely shoot a neighborhood amenity, you will need to select exteriors only on the order form.  Exteriors only of this size cost $100.

*All quoted pricing will have an additional 8.25% sales tax added to it at the time of ordering.

We are prepared to shoot rain or shine. Check the Weather Forecast if you require a sunny day for your shoot.  You can move your shoot anytime up until the day of the appointment without a reschedule fee. If you reschedule the day of your appointment there is a $50 reschedule rate.  If the photographer is already on site and you want to reschedule, there is a $75 Cancellation Compensation For Photographer.

We realize that everyone works hard to prepare a home for the photo shoot, so if the weather is overcast or slightly drizzly, we can still photograph the home inside and out.  We do offer Blue Sky Replacement at no charge on all exterior daytime ground photos.

If we are unable to photograph exteriors due to rain, we will reschedule the exteriors for another day for a $35 Travel Compensation (and any applicable travel compensation to outlying zip codes)