General

• Properties must be photo-ready prior to our arrival. Photo ready means the property, in its current state, is ready for immediate entry by a photographer who will have the ability to take photos of all areas and rooms without interruption, and without having to wait for any form of preparation, to include entry, access, and asset delivery.
• Information accuracy is the responsibility of the real estate agent, regardless of whether the agent or someone on their behalf places the order. This includes: ordering the correct service, providing the correct address, providing correct access information such as CBS codes and phone numbers, requesting any/all assets (signs, lockboxes, riders, etc) and any/all other information required to perform any/all part(s) of our service.
• If placing an order on behalf of someone else, you certify that you have authority and permission to do so, and they are aware of, accept, and are responsible for adhering to everything herewith
• Orders for Next Day Service must be received before 2pm at the latest. Any orders received after 2pm Friday will be considered a Monday order date (holiday and closure restrictions may apply)
• Next Day Service requires open availability, meaning we can schedule an arrival time during any part of the day where there is enough natural light for us to be able to complete the photography session
• Specialty services, including but not limited to Drone, Matterport, Video & Twilight shots are not subject to Next Day Service and will be scheduled based solely on availability
• Twilight photos may not available year round
• We must be informed of any/all date and/or time restrictions at time of order
• By placing an order you hereby grant us permission and authorization to enter the property entered into the Property Address field of the order form
• Orders must be placed using the online order form found at ListerAssister.com. If an order is placed online you will be provided a Work Order number. If you try entering an order online and receive errors, cannot submit for any reason, or are not provided a Work Order number it is not a valid order and will not be scheduled. If you are unable to place an order online and we cannot help you resolve the issue we will accept a phone and/or email order
• Email and phone orders are not considered valid until they are entered into our system, which will happen after a member of our team receives and processes the email or call. We do not guarantee nor offer an expected response or turn around time for email or phone orders. Email and phone orders do not qualify for Next Day Service, though we will still make every attempt possible to service the property the next day if processed before 2pm. By placing an email or phone order you certify that you have read, understand, and accept these terms
• Email and phone orders and their accuracy are the responsibility of the agent requesting service

Ordering

• We provide on property services (photography, installation/removals, etc) Monday through Friday. We do not offer on property services on Sundays and there is a $25 service charge for Saturdays
• Next Day Service is subject to availability, and is not available in every part of our service area
• If we are beyond capacity and can no longer accept orders for Next Day Service the order will be moved over to the next available day and time and the agent will be notified. No compensation or discount will be given if we are beyond our capacity and the agent was notified.
• Though we try to post notifications of when we can no longer accept any more orders for Next Day Service, the absence of such a notification does not guarantee Next Day Service at the time of order
• Twilight hours are premium time slots and reserved for Twilight Shots. Appointment times during twilight hours are possible, but the premium time slot will be added to the purchase, regardless of whether or not twilights are requested or provided
• Due to shifting twilight hours throughout the year, “Twilight Hours” change. What is considered a premium twilight is the sole discretion of ListerAssister
• Time restrictions, to include morning/afternoon preference, require, at minimum, two business days notification and are still not guaranteed
• We provide one hour arrival windows. We do not offer exact times of arrival nor do we provide/guarantee duration of the appointment
• If requested, we will contact whomever is listed in the Contact Name field, using the number provided in the Contact Number field. If no name and/or number is provided, or if the information entered is incorrect, you consent to our entry into the property listed in the Property Address field, and certify you have the authority to extend such consent
• An email or text is considered contact. Contact does not mean we’re going to call
• As a courtesy, our photographers can text someone prior to arrival if requested, cell phone reception permitting. The call will be placed from the previous property. We cannot/do not call X minutes before anticipated arrival. If a call is placed to inform of expected arrival and the call is not answered, or if our photographer is unable to place a call because of technical and/or safety reasons, our photographer will still arrive at the property and begin taking photos

Photography

• All our photos are 1920x1280 resolution
• If a higher resolution is required we must be informed at the time of order. If high resolution shots are requested any time after the initial order we will likely be unable to provide them
• Upon arrival at the property our photographer must have access to all sections of the property required for photos. Our photographer will not provide any moving, staging, cleaning services, or other form of preparation, nor are they required to wait for any such preparations to be completed
• Time on property is not purchased. Photography service does not guarantee the amount of time spent on a property, only completion of all serviceable and requested areas that fall within these terms
• In the event that access to the property is delayed through no fault of our own, the number of photos delivered may be lower than what was ordered. No discount or refund will be given
• In the event that the home is not ready for photos upon our arrival, the number of photos delivered may be lower than what was ordered. No discount or refund will be given
• Our photographer will enter the property using the method prescribed during the ordering process. If an access code is given, whether in the form of a CBS, gate, door, mechanical lockbox, or other means, our photographer will enter using said code, unless specifically informed not to at the time of ordering
• If we are required to meet someone at the property we must be informed of this at the time the order is placed
• If the property is in a gated or otherwise secured area, we must have access to the property granted at time of order, or be told how access is granted to said secure location without having to call, text, email, or otherwise contact anyone
• Our photographer must be afforded a safe and uninterrupted environment conducive to the completion of his assigned task
• Our photographer will not enter an area where his personal safety, property (personal and/or company), or well being is threatened. This includes hostile/unsafe environments, dogs or other potentially dangerous pets, etc.
• It is the photographer's sole discretion whether an environment is safe or not
• We will take the number of photos paid for at the time of order. We do NOT guarantee to shoot every room
• Extra photos may be ordered for $5 per photo and only if the photographer on-site has the time to complete the photos
• Should it be determined we have to return for missing shots we will make attempts to get to the property in as short a time as possible, but make no promise nor guarantee of how long it will take us to return to reshoot and/or return the finished photos
• Community shots must be requested at time of order. We do not guarantee a number of photos that will be provided when community shots are ordered. One or more photos of an area not within the property line of the property where the main shots were taken is considered “community shots”
• The purchase of community shots does not guarantee new photos will be taken while servicing the property. ListerAssister retains the right to reuse photos of community areas taken on previous orders and consider this fulfillment of the community shot upcharge
• Location and directions to requested community shots must be provided. Unless within the immediate and visible proximity of the property we are shooting, we will not attempt to drive around and look for community area, unless directions are provided. Directions must be accurate. Accuracy is the responsibility of the agent placing the order
• We will not break any rules or laws attempting to get community shots, including trespassing. If we are approached by anyone, whether in a position of authority or not, and told we cannot shoot or are asked to leave we will immediately stop shooting and will consider whatever shots we managed to get, no matter how many or how few, as long as there are one or more, to be completion of the community shots request, and will be billed as such
• We must have permission and access to all requested areas
• We will not shoot a community area if there are people present. This includes pool, common areas, gyms, playgrounds. We will attempt to get a photo from a distance
• We will not shoot school campuses without express written consent from a representative of said school with authority to authorize such permission
• The agent is purchasing “usage rights” to the photos which is only for the term the home is on the market. Once the home is taken off the market, for any reason, the agent no longer has ANY rights to the photos
• “Usage Rights” may not be sold, given or transferred without consent of ListerAssister. Including, but not limited to the homeowner or another agent
• “Usage RIghts” does not give agents the right to use the photos on their website for any purpose other than marketing the subject property
• ListerAssister owns full rights to the photos and may use to market and resell the photos as we see fit

Post Installation and Usage

We strive not to hit any lines, however, if we hit something that we can easily repair we will attempt to do so.

It is the agents & owner's responsibility to mark all water lines and/or show us where to dig. Agent assumes full responsibility for any lines hit or damage caused while digging.

ListerAssister assumes NO LIABILITY for any lines hit if they were not clearly marked. Blue Stake (http://www.arizona811.com) marks buried utility lines (power, gas, water lines in metal pipe, telephone, and television cable) if you or your homeowner orders their service

ListerAssister will NOT order these services. If you choose not to use this free service ListerAssister will not be responsible for any repair expenses related to the damaged utility lines. You will be billed for any repair bills sent to ListerAssister for such repairs. Buried water lines and landscape wires are undetectable and must be marked by the homeowner or agent. Every time we install a post we risk hitting water lines

ListerAssister will not reimburse a homeowner, HOA, or agent for any expenses, damages, or repairs (I.E., water bill, lost plants, plumbers bill, etc).

Customer is responsible for checking the post upon installation. We guarantee our installations for 15 days. If the post has fallen, is leaning, or if you are not satisfied with the post quality, we will reinstall the post in the same location at no charge when we're notified within 15 days after installation

The installation is not intended to be permanent. We charge a nominal fee to reinstall a post after 15 days from the original installation date

All items rented from ListerAssister must be ordered down when the listing goes off the market. In the event of a lost post there will be a $65 Lost Post Fee. If, for any reason, we do not recover the items rented you are responsible for the replacement cost. This includes theft, damage, graffiti, natural disaster, etc. Unrecovered items must be returned within one week of our failed recovery attempt. Failure to do so will cause said item to be considered lost and you will be responsible for the replacement cost

You hereby authorize ListerAssister to charge the card on file and/or place an order through your account for a replacement fee in the event we do not receive our items within 1 week of notifying you they are lost

• Posts are the property of ListerAssister
• Posts may not be removed from the ordered property without the knowledge and written consent of ListerAssister
• Removal requests must be received by email to info@listerassister.com or through the website
• Post may remain at the property while the house is being actively sold. Actively sold means the property is in a sale status on the MLS
• We will attempt one removal at the original property address. If for any reason the post cannot be recovered at the original property address the agent must deliver the post to the ListerAssister office, or make acceptable arrangements for pickup/delivery. An “Acceptable arrangement” is the sole discretion of ListerAssister
• Our photographer will put the post in the safest, and most visible place possible

Lockbox and Sign Installation/Storage

• In most cases, ListerAssister will install the sign/lockbox and take photos at the same time, if sign/lockbox was ordered
• Agents are responsible for ordering sign and lockbox at time of order
• ListerAssister will attempt to keep agents informed of available inventory, but it is ultimately the agent’s responsibility to provide ListerAssister with the appropriate number of signs and lockboxes needed to fulfill all orders
• ListerAssister is not responsible for the loss and/or damage of any assets that are on a property
• ListerAssister is responsible for damage and/or loss of assets stored in our warehouse , excluding any consumable products, such as batteries in Supra Lockboxes
• It is the agent’s responsibility to provide accurate combinations/codes to lockboxes
• Agent gives ListerAssister the right to place labels on all inventory, including but not limited to naming labels and barcoding/QR code stickers

MLS Entry

• Login information on the account registration page and/or order form must be an administrative login that is provided by ARMLS. Personal ARMLS logins should not be given to Lister Assister. Lister Assister assumes no liability for any login information provided that is not for support personnel.
• MLS Entry requires an active real estate agent with access to the MLS
• We have until 5pm the day after photos were taken to get the property entered into the agents MLS
• If we are unable to access the MLS for any reason (wrong credentials, kicked out, etc) the 5pm deadline is waived
• The agent is responsible for MLS accuracy
• We will never activate a property
• We must be told at the time of order if the property is to be entered into an agent account other than the agent’s account that ordered the service
• If we have to enter a property more than once for any reason that is not our fault (told to enter under the wrong agent, agent deleted property) there will be an additional charge for every additional entry
• If we have to make multiple entries (for rent, for sale) there will be an additional charge for every additional entry

Marketing Links

• The marketing links require a listing be in an Active status on the MLS (Active, Under Contract, etc)
• Marketing Links are delivered within three business days of the listing going active on the MLS
• Agent logos and pictures can be added to the marketing links, but they must be provided by the agent
• Updates to prices can be requested by sending an email to info@listerassister.com
• A marketing links order includes one entry. If more than one entry is required (one for sale, one for rent, etc) there will be an additional charge for each extra entry
• Some ListerAssister marketing links are bound by third party Service Level Agreements and we will not circumvent any policy or procedure that causes us to operate out of the scope permitted by a third-party service
• Marketing Links are provided during the sale of the original listing. If a property is sold, or in any other way taken off the market, re-creation of said links will be a new order
• We do not “repost” to any third-party websites
• We will correct any mistakes made by us during the entry process. We will not make continuous updates to marketing links, such as posting open house dates/times
• ListerAssister does not provide technical assistance with third party websites

Removals

• We are not responsible for items lost/damaged/stolen as a result of us not being notified of a removal
• We must have accurate information to successfully remove a lockbox. If we do not have the correct lockbox codes the lockbox may be left at the property. If a lockbox is left at a property for this reason we may offer to return to the property as a courtesy for a second attempt, but we are not required to do so
• ListerAssister will remove all possible items while on a property unless told otherwise. If a lockbox or sign needs to stay there, we must be told. If we remove something that was supposed to stay there but we weren’t told to leave it there the agent will be able to pick up said item at one of our offices
• We will not remove another companies post. If we accidentally remove a different companies post we will return it to them, if we are notified of the error in time (before the post is used elsewhere)
• Additional charges may apply if multiple trips are required to remove items when the fault is not ours
• In most cases, we will get items removed within two business days of email requests being received by us via email. A business day is Monday through Friday between 8am and 2pm. A request received after 2pm will be considered ordered on the following business day. Example, a request received at 3:30pm on Monday will be considered requested Tuesday, we will have it removed by Thursday barring anything preventing us from being able to perform the removal

Cancellations

Same Day Cancellations

• A Same Day Cancellation Fee (SDC) of $25 will be added to a work order for any service that is canceled after 6pm the day before, or up to the arrival of our photographer the day of service
• There can and will be multiple SDC’s for a property with multiple cancellations
• After three SDC’s a property will be sent to billing for collection on the cancellations before services are provided on the property
• A SDC can be combined with other charges
• Cancellation fees for anything scheduled during twilight is a minimum of $79
• All Matterport & Video cancellations are a minimum charge of $100

On-Site Cancellations

• An On-Site Cancellation of $40 will be added to a work order for any service that is canceled within 90 minutes of our anticipated arrival to a property
• Any situation that arises that prevents us from completing service at a property may be subject to an On-Site cancellation. Examples, we are not given access to the property, the key provided does not work, etc
• If our photographer is being delayed by anything outside of his control, such as agent/occupants staging or cleaning, an On-Site cancellation may be charged
• An On-Site cancellation can be combined with other charges, except a SDC. We will not charge an On-Site cancellation and a SDC for the same occurrence

Return Trip Charges

• A Return Trip Charge (RTF) of $15 will be added to any work order for having to return to a property for any reason that is not our fault, including service split across more than one visit
• RTF’s can be combined with other fees when applicable

Weather

Overcast

• We will shoot if the skies are overcast, regardless of how much cloud cover there is. Because we cannot control the weather we cannot guarantee cloudless, blue skies. Requests to reshoot because original shots had overcast skies will be considered an entirely new order and will be billed as such

Rain

• Our photographers will shoot through the rain until the point that the rain is coming down hard enough to damage the camera equipment. If it is raining hard enough a photographer becomes concerned they will typically contact our office for advice, but ultimately whether or not they can safely shoot is up to the photographer
• If we do continue shooting the photos produced will be the final product. We do not offer to reshoot for free because of rain or overcast skies
• Often times on a rainy day we will contact the agent and give them the opportunity to cancel that day’s shoot and reschedule for another day, though this is not guaranteed. Unless a reshoot is offered, canceling a shoot due to rain will be subject to the normal cancellation fees
• If we do contact someone regarding the rain the person calling will explain the options available. All conditions here within still apply unless otherwise specifically stated

Additional Fees

Twilights

• Twilights are an additional charge and must be added to a photo package
• Twilights are not stand-alone services, if photos are required one day/time and twilights another day/time, this would be two photo orders and one twilight order
• Twilights are not subject to next day service
• Twilights have limited availability
• The twilight charge is for the time slot. It does not guarantee a specific number of photos, rather, it holds the premium time slot for shots to be taken. If a twilight is canceled the twilight fee will still be in place, along with any other fees (SDC, RTF, etc) as that twilight slot was reserved and then canceled
• Twilights must be requested at the time of order
• Twilights work best with outdoor lighting. A property with little to no lighting will not turn out well and it is strongly recommended that low light properties not have twilight photos taken

Drones

• Drones are an additional charge and must be added to a photo package
• Drones are not stand-alone services, if photos are required one day/time and drones another day/time, this would be two photo orders and one drone order
• Drones are not subject to next day service
• Drones have limited availability
• The Drone service is considered a premium service. There is no guarantee as to the number of photos provided. If a drone is canceled the drone charge will still be in place, along with any other fees (SDC, RTF, ETC) as that drone slot was reserved and then canceled
• Drones must be requested at the time of order

Item Pickup and Delivery

• ListerAssister may, as a courtesy, pick up items (lockboxes, signs, etc) from an agent’s requested location other than the target property
• If we have to pick up items needed to complete service at a property the pick up will happen before service on the property
• If a pick up is required service on the property no longer applies for next day service
• Delays in pick-ups will cause delays in service on the property
• We can also drop off items to a different property or location, though this is a courtesy and is not guaranteed

Billing

• All credit cards are stored on a secured 3rd party website
• In the event of ANY fees, you hereby agree to allow ListerAssister to charge to any of the credit cards we have on file. Including, but not limited to Lost Post Fees, cancellation fees and return trip fees
• All invoices are due within 24 hours upon receipt
• Any invoices unpaid after 30 days will have $25 late fee added to the invoice. This fee will not be removed or waived
• After 60 days late we will contact the broker and/or the owners for payment
• All credit card information provided will be kept on file on a secure banking software

Charging Credit Cards

• Unless otherwise noted, the credit card stored to client’s dashboard or through our merchant account will be charged for any fees, including but not limited to return trip fees, damaged post, cancellation as well as any additional items ordered
• Any refunds issued may be subject to a hold by the client’s financial institution. Client understands we have no way to control these hold times

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