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Post-print
Services/Changes: Should
you require changes post-approval, simply send your request as an update
request. Our team will process and deliver as many new
proofs as you request, and make as many requests at the pricing of a
standard update request.
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Proofs: A proof is sent in response to any
individual modification request. For example, if you fax in
some changes and then email some changes, you would receive two
separate proofs as all modifications are processed in the order that
they are received. If you request many items in one email that
is one modification request, and you would receive one proof in
response to it. The first proof is the first one emailed over (not
the first proof received in response to a modification request).
Any time spent creating additional proofs will
be processed/billed as an update
request.
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Quick Sell: Should your
property sell (or just go under agreement) prior to requesting we
move forward with finalization (including printing), and you will
not be requesting finalization (so you have brochures if something
changes, for your portfolio, so the listing can be added to your web
site, etc), we can provide the respective amount of additional prints on any future
order/property (upon request). We cannot
issue any credits.
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Property
Size: Please contact us regarding
additional charges which may apply for floor plan and related
services in excess of that included with your order. By
default, we will measure an entire home and include it in the floor
plan. Typically, there is a $25 charge per 1000sf in excess of
what is included. Thus, if you were
2400sf over, you would have an additional $75 charge (you would need
more than 2000sf of additional coverage).
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Property
Location: Additional mileage is billed at
$1.15 per mile (includes 50.5 cents to be reimbursed to team
member visiting property, and 64.5 cents for their
time).
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Outside of
Regular Business Hours Appointment: Add
$50.
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Floor Plan
Creation Services: These services are for digitally created floor
plans with out printed materials. With Materials Provided by Customer - $70, With
Property Revisit Service - $120
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Additional Photography Coverage: By default, we will photograph every room at the property (unless otherwise specified by the agent/home owner). All time except for the time it takes to complete the floor plan section of the appointment (if applicable) is considered part of the photography coverage. We will be happy to assist or complete any "staging" of the home and/or answer any questions regarding our services, however both would count as photography coverage minutes. We suggest you call the office for free answers to any questions you may have regarding our products and/or services (as that would not be considered part of your photography coverage minutes). There is a
$20 charge per additional 30 minutes of photographing time in excess of what is included in the service ordered. Therefore, if you were 45 minutes over the time included, you would have an additional
$40 charge (as you would need 60 minutes of additional photography coverage).
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Changing
Property Photographs: When visiting a property, it is always
helpful to be informed of which images/rooms/angles you think are of
the greatest interest for the brochure. By default, we will of
course use our best judgment (insert/include the images we believe will best "sell" the
property). After you have received a proof
(whether it be the first, second, etc), we are more than happy to substitute
any photograph(s) upon request. You can either request
a specific type of image (from this angle, or of this room) or you
can simply say you do not like one in your modification request (maybe even what you do not like about it). Obviously, the more detail provided on what is
desired, the increased likelihood we will deliver something to your
satisfaction in your next proof (not the only way we can).
And, just as "FYI", we often shoot around 50 photographs
of the exterior of the home. Therefore, it is very unlikely
that we would end up not have any angle that you may desire.
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Online
Photograph Proofing: In doing so, we will
drastically scale each image and optimize its size, so it is more
"web friendly" (faster to upload/download, view on an
average size monitor, etc). With the abundance of images
we shoot, and the size of each file, the images as a whole can
easily reach 1GB in total file size. However, your viewing the raw images
will not be able to illustrate our editing and filtering
capabilities, and you will not necessarily have the benefit of
knowing how certain types of images tend to print on our machines (some print better
than others, etc). In addition, we have recently adopted a
post-production process where images taken at different exposures
during production are "merged", helping to work around any
interior and exterior lighting issues that would otherwise prevent
having one optimal shot. For example, taking one exposure that
displays the interior in an optimal way, and merging it with another
image that portrays the exterior (view through bay windows in the
room) in an optimal way. Therefore, we do recommend using the standard
process for changing images, referenced above. As, with a
simple request to substitute image(s) and with any
feedback/direction, you can not only avoid sorting through an
abundance of images, but also benefit from our experience.
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Appointment
Cancellation/Rescheduling:
There is NO
CHARGE to reschedule the same property, once, for a different time,
at least 24 hours prior to the originally scheduled time. Because excess rescheduling reduces our availability to
offer our services, there is a $15 fee for each additional
reschedule, or a cancellation/rescheduling made within the 24 hour period.
However, if we are able to fill a time slot that less than 24 hours
cancellation notice was provided for, there will be no charge (if it
your first reschedule, otherwise there is a fee regardless).
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Expiration: Should we not
receive either a modification request or approval to print within 90
days, the service will be considered fully rendered (prints can be
used as additional prints on a future order, however).
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Cancellation:
Immediately
after receiving your order, our team begins inputting/creating/preparing_for your
order/appointment/brochure, as well as putting together your delivery
package (envelope, cd-rom, etc). This is by no means like
scheduling an appointment with someone, whereby you are visiting
them, they have many many appointments in a given day (we have
nearly always a maximum of 2 per day per photographer), and they do
not do any preparation work specifically for your appointment (the
opposite for us). "Thus", any cancellations received prior to
our property visit will be refunded in full less a $15 order
processing and cancellation fee. However, if canceling a four or eight page brochure, there is an additional $20 charge to cover the domain registration (that is
non-reversible for us) and url forwarding. There are no refunds for
cancellations received after the property visit. Please note we are not
aiming to turn a profit by this cancellation
fee, rather to partially cover our costs. To cancel, you would
just send a request to billing@pebblehaven.com
(as per our service agreement). Or, you can
instead call or email with another address in the future (not cancel) and we can adjust the address at no charge (as you are not
canceling the order) and you can use the order for the new address (we do not have to waste all prepared materials, etc).
Are you canceling because the property has sold? If so,
customers have previously completed the brochure just to use in
their "portfolio" (for marketing to potential customers,
and so they can utilize high end photographs in other marketing
materials such as "Just Sold" postcards, which design of
is free with a rendered brochure order) or so they are "fully
prepared" to "re-market" in case of
"issues" with the Buyer. Lastly, please note, canceling
an order is independent from canceling an appointment. Please
see above for appointment cancellation/rescheduling
information.
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Change of
Order Type: Upon receipt of an order, we do a considerable amount of "setup" work based upon a variety of items, such as type of brochure ordered. This helps us speed up our turnaround times among other benefits to the customer. So, although it is not encouraged, you can upgrade or downgrade a brochure at anytime up until the when we complete our first (typically only one) appointment, at no charge (difference is just credited
or charged to your account). However, if downgrading
from a four or eight page brochure, there is an additional $20 charge to cover the domain registration (that is non-reversable for us) and url forwarding associated
with your original order. You will still get to keep and
benefit from the services, they just are not refunded for. Any change to the order must be called or emailed
in.
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