Faqs

Frequently Asked Questions

– Extra Mile Real Estate Media – Real Estate Photography San Antonio

 

Services and Pricing

What services are does Extra Mile Real Estate Media – Real Estate Photography San Antonio offer?

See our Services on our home page for options to best meet your needs.

What is Extra Mile Real Estate Media’s pricing?

Pricing is based on the property’s square footage and the other products and services selected.

You will also have the opportunity to save by combining products for your appointment. We also offer a 10% discount for veterans and veteran family members. Give us a call at (210) 893-2424 to get full details on the pricing offered for your location.

How do trip charges work?

Certain zip codes require a trip charge based on distance. If you have questions about trip charges, give us a call and we can assist by booking your shoot over the phone or answering any of your questions.

Scheduling

How do I book or schedule a shoot/appointment with Extra Mile Real Estate Media – Real Estate Photography San Antonio?

For existing customers, you may book your shoot easily online. Just go to our website www.extramilerealestatemedia.com, select Realtor Login in the upper right of the screen.

If you are new to Extra Mile Real Estate Media, please give us a call at (210) 893-2424 and we’ll help you create an account or create one for you if you like as well as review the different product and services offerings.

How do I schedule twilight photos?

If you wish to book twilight photos, you may book an appointment online or give us a call for assistance at (210) 893-2424. If you choose to book online, be sure to note this request.

How do I schedule only aerial photos?

To schedule only aerial photos, book online or give us a call at (210) 893-2424.

What time of day is best to schedule an appointment?

With the settings used by your photographer combined with our quality editing services, your images will look great regardless of the time of day.

If shadows are naturally cast on the lawn/ground area or on the house, however, we typically are unable to remove this with editing. We highly recommend scheduling twilight photos if you desire exterior photos shadow free.

What happens if it rains or rain is forecasted for my appointment time?

If there is inclement weather forecast at the time of your scheduled shoot, here are your options:

  • Keep the shoot at the scheduled time and the photographer will capture the interior media. If the photographer is unable to get the exterior media, we will return at no extra charge at a time when the weather clears. Most customers choose this option.

OR

  • You can reschedule your appointment.

Payment

How do I pay for media services from Extra Mile Real Estate Media – Real Estate Photography San Antonio?

  1. Login to your agent account
  2. Once logged in, you are taken to your Dashboard. On the lefthand side, click on the tab that says Orders.
  3. From your orders tab, you will see a list of your properties. Select the order you would like to make payment on.
  4. A new tab will open for the order selected. Now, click ‘Make Payment.’
  5. A pop-out screen will appear, follow the prompts to add your credit card information, then click ‘Submit Payment.’
  6. Once payment is made, the pop out screen will disappear, and your Order page will reflect a balance of $0.00. You can then download your media!

What is the cancellation or rescheduling policy?

No fees for rescheduling or cancellation – We do not charge for rescheduling or canceling your appointment. We understand you or the homeowners might need additional time to get things just right with their property. We also understand you might have to cancel all together for any number of reasons. We simply ask you reach out so we might find an alternative time which works for you. If cancelling your appointment, we’re happy to reach back out at a specific time if you give us a heads up. If you are able to give us advance notice, we appreciate that but do understand sometimes things are out of your control.

What is the refund policy?

Refunds requests are processed for products or services not yet captured or processed with a few exceptions.

TURNAROUND TIMES

What is the turnaround time for photos?

All photos are guaranteed the next day. This includes regular photos, aerial photos, and/or twilight photos.

We understand that you need your media as quickly as possible, so we always strive to return all media as quickly as possible.

What is the turnaround time for videos?

Videos are typically delivered within 3-4 days of the shoot. We understand that you need your media as quickly as possible so we always strive to return all media as quickly as possible.

What is the turnaround time for Zillow 3D tours?

Zillow 3D tours are guaranteed the next day by 5:00pm.

What is the turnaround time for floor plans?

Floor plans have a guaranteed delivery within 2 business days from the shoot.

What is the turnaround time for virtual staging?

Virtual staging is guaranteed within 3 days of when the virtual staging order date. Once your photos are received, you must contact us at (210) 893-2424 to identify which photos you would like virtually staged.

What is the turnaround time for digital twilight?

Digital twilight photos are guaranteed by 5:00pm the day after the digital twilights order date.

Once your photos are received, you must contact us at (210) 893-2424 to identify which photos you would like converted to digital twilight. You can pick which twilight sky you would like to use.

How are turnaround times affected by holidays?

Turnaround times are affected differently based on the holiday. When ordering near a holiday period, please contact us at (210) 893-2424 to ensure we plan accordingly.

CHANGE OR EDIT REQUESTS

What are the editing options available with Extra Mile Real Estate Media – Real Estate Photography San Antonio?

Below are some of the most common inquiries regarding editing options. Different options are available depending on your needs. It is best to discuss when scheduling your appointment so photographer and editing team may plan accordingly to best meet your needs in a timely manner.

Removal of shadows from exterior photos
It is possible to reduce shadows from a photo but there is no guarantee these can be entirely removed. If you know shadows are an issue, consider discussing the optimal time for scheduling with our team.

Greening the grass
For a small editing charge, we will add green to all of the grass in all photos – either replacing it or adding it to any existing grass. This includes grass which is visible through the windows from the interior photos. We are unable to do grass enhancement for videos or 3D tours.

If you know in advance enhancing the grass is needed, the best option is to order this in advance so you will receive fully edited photos in your initial order fulfillment.
Please note Extra Mile Real Estate Media will make requested enhancements but is not responsible for any violation of MLS rules and/or regulations.

Make the sky blue
Sky replacement is automatically included in all orders, at no additional cost to you! This adds a nice blue sky into all the photos, including interior photos if the sky is noticeable through the windows.

Remove power lines or utility poles
Edits to remove power lines or utility poles from the photos are possible but please note, this could be considered an MLS violation. Subject to editing fees, Extra Mile Real Estate Media will make the requested edits, however, we are not responsible for any MLS violations.

Add fire to the fireplace
Adding fire to fireplaces is an option offered by Extra Mile Real Estate Media which adds a nice warm, comforting fire to all fireplaces and/or fire pits in the photos. For a small editing fee, fire may be added to any visible fireplace. Like other edits, requesting these in advance allows for quicker delivery to you.

Removal of holiday decorations
Most holiday decorations can be removed but advanced editing charges will apply, and it is best to avoid decorations if possible, to avoid a time stamp on your photos. Please also note, your photographer may not be able to move or hide all decorations should the house be fully decorated.

Removal of leaves from a pool
In most cases leaves or other debris can be removed from the pool in photos but not videos or 3D tours. Please note an additional editing charge will apply.

How do I best prepare for a successful photo shoot?

Here are some basic guidelines to best prepare the property prior to the photoshoot:

Cleaning Prep Highlights

  • Clean countertops, other surfaces and windows thoroughly
  • Dust ceiling fans
  • Remove pet hair from furniture
  • Clean pool, remove pool vacuum, hide pool cleaning supplies
  • Clean floors last

Photo Prep – Inside

GENERAL

  • Replace any burned out light bulbs, using similar type throughout the house
  • Remove any paperwork, magazines, etc., from view
  • Remove family photos
  • Turn on all overhead lights and lamps
  • Turn off ceiling fans

KITCHEN

  • Clear kitchen countertops of any clutter
  • Clear refrigerator of magnets or other personal items
  • Display a decorative place setting and a simple center piece
  • Remove child seats/booster chairs

LIVING/FAMILY ROOM AND BEDROOM

  • De-clutter fireplace mantel/hearth
  • Shut off all electronic devices
  • Make bed with decorative pillows or shams
  • Clear nightstands of all personal items, including charging cables
  • Remove clutter from dresser tops
  • Place all shoes/jackets in closets

BATHROOMS

  • Clear off bathroom countertops completely of personal items
  • Remove from shower and tub any toiletries and personal items
  • Put toilet seats down close
  • Remove floor mats

PETS

  • Contain pets in hidden crate or outside
  • Place food and water bowls and pet beds and toys out of sight
  • Clear backyard of pet waste and toys

Photo Prep – Outside

GENERAL

  • Clean property lawn area
  • Trim trees and shrubs
  • Remove excess leaves
  • Place garbage cans out of sight
  • Remove cars from the driveway and front of home
  • Remove empty pots and planters
  • Remove visible water hoses
  • Remove toys from the yard
  • Clean porch area
  • Turn on pool fountains or any water features

 

TECHNICAL SUPPORT

How do I login to my account at Extra Mile Real Estate Media?

To log in to your account visit our website at and click on Realtor Login in the upper right corner. If you booked your first appointment over the phone, we created your account for you and sent you your login information.

How do I reset my password?

Click “Forgot your password?” below the Login button.

Enter the email used to create your account or the email you provided us with when we set up your account. An email will be sent to you with a link to reset your password.

If you do not remember the email that you used for your account, please give us a call at (210) 893-2424 so that we can assist you further. To avoid duplicate accounts, do not create another account.