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NEO VISUALS

Terms & Conditions

Last updated: October 30, 2026

 

1. About these terms

These terms apply to every booking with Antonio Santos, operating as Neo Visuals, a real estate photography and video business based in Kitchener, Ontario. "We" and "us" means Neo Visuals. "You" means the person or brokerage who books the shoot.

By submitting a booking form, confirming a shoot by email or text, or paying an invoice, you agree to these terms.

 

2. Our services and booking

We offer real estate photography, video, drone photos and video, iGUIDE 3D tours and floor plans, twilight photos, virtual staging and related add-ons. What's included in each package is listed on our Packages page.

When you book online, your booking is confirmed right away and you get a confirmation email. If you book another way, it's confirmed once we reply with a date and time. If something on the form is unclear (for example the property size or access details), we'll contact you before the shoot.

You're responsible for making sure you have the property owner's permission for us to enter, photograph and film the property.

 

3. Prices, fees and payment

All prices are in Canadian dollars and don't include HST. We add 13% Ontario HST to every invoice.

Travel. The first 50 km (round trip) from Kitchener are included. After that, mileage is $0.70/km (round trip). If the drive is more than 2 hours one way, a long-distance fee of $100 applies.

Larger homes. Package prices include homes up to 2,500 sq ft, counting the basement. Larger homes add:

  • 2,500 to 3,000 sq ft: $100

  • 3,000 to 3,500 sq ft: $150

  • 3,500 to 4,500 sq ft: $175

  • 4,500 to 5,500 sq ft: $300

  • 5,500 sq ft and up: $500

If the home turns out to be larger than the size on the booking form, we'll charge the fee for the actual size.

Same-day delivery is available for $75.

Payment. We send an invoice by email. Payment is due within 30 days of the invoice date. If an invoice is still unpaid after 30 days, we may pause new bookings until the balance is paid.

 

4. Rescheduling and cancellations

You can reschedule or cancel for free with at least 10 hours notice. Just email, call or text us.

With less notice, or if we arrive and can't get in or the home isn't ready to shoot, we may charge a fee of 50% of the package price plus any travel fees.

If we have to cancel (for example because of illness or an emergency), we'll let you know as soon as possible and rebook at the first time that works for you, at no extra cost.

 

5. Weather and drone

Exterior photos, twilight shoots and drone flights depend on the weather. If rain, snow, fog or strong wind would hurt the results, we'll suggest rescheduling the outdoor part at no extra cost, or shooting the interior first and coming back for the exterior.

We hold a Transport Canada drone pilot certificate, and all drone flights follow Transport Canada rules. Some properties are near airports, controlled airspace or other restricted areas. If we can't legally or safely fly at a property, we'll let you know and remove the drone charge from your invoice.

 

6. Getting the property ready

Please have the home clean, tidy and ready before we arrive. We move small items when needed, but we don't move furniture or heavy items, and we don't clean. We'll photograph the home as we find it.

Please make sure we can get in at the booked time (lockbox code or someone on site), and that pets, people and personal items like photos and documents are out of the shot.

We edit photos to look natural and true to the home. We can remove small temporary things (like a car in the driveway or a cord), but we won't hide permanent features or defects such as damage, stains or power lines.

 

7. Delivery

Usual delivery times after the shoot:

  • Photos and iGUIDE: next day

  • Videos: 48 to 72 hours

  • Fast-paced videos with speed ramps and sound effects: 4 to 5 business days

Shoots that start after 12 PM may take a little longer. These are our normal times, not guarantees, and we'll tell you if anything will be late.

We deliver files by download link. Please download them soon: we keep copies for 12 months after delivery.

 

8. Revisions and reshoots

If something in the final files isn't right, let us know and we'll fix it. There's no limit on revisions to the work you booked. New requests that weren't part of the booking (like extra virtual staging or a new add-on) may cost extra.

If we made a mistake (for example a missed room on the shot list), we'll come back and reshoot that part for free. Reshoots because the home wasn't ready, the weather changed after you asked us to go ahead, or the listing changed are charged as a new booking.

 

9. Copyright and how you can use the files

Neo Visuals owns the copyright to all photos, videos, drone footage and floor plans we create. Once your invoice is paid, you get a licence to use them as described below.

You can:

  • Use them to market and sell or lease the property we shot, on MLS, REALTOR.ca, your website, social media, print, signs and ads

  • Share them with your brokerage and team for that listing

  • Keep using them in your own portfolio and social media after the property sells, to promote your services

You can't, without our written permission:

  • Sell, give or license the files to anyone else, including sellers, builders, stagers, other agents or publications

  • Use them for a different property or a different listing later

  • Edit them in a way that hides or changes the real condition of the property

The iGUIDE 3D tour and floor plan are hosted by iGUIDE and also follow iGUIDE's own terms.

We may use the photos and videos in our own portfolio, website and social media. If you don't want a property shown, just tell us.

 

10. Care of the property and liability

We take good care of every home we work in. If we damage something, tell us right away and we'll work with you to make it right.

We aren't responsible for delays or results outside our control, such as weather, a home that isn't ready, problems with third-party platforms (MLS, iGUIDE, hosting or social media), or how a listing performs.

If something goes wrong with our work, the most we'll owe you is the amount you paid for that booking. This doesn't limit any rights you have under Ontario consumer protection law.

 

11. Privacy

We collect and use your personal information as explained in our Privacy Policy.

 

12. Ontario law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

 

13. Changes to these terms

We may update these terms from time to time. The version on our website on the day you book is the one that applies to your booking.

 

14. Contact

Questions about these terms? Get in touch anytime.

Neo Visuals, Antonio Santos
info@neovisuals.ca
519-588-7104

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