Terms of Service

SOLID GRAY INC. (SGI) TERMS OF SERVICE

By using this website and our forms and purchasing our services, you agree to all conditions within this terms of service. We reserve the right to change or modify our terms of service at any time. SGI suggests that you check the terms of service frequently for changes.

SGI suggest that you read the entire Terms of Service. Here is a Table of Contents:

APPOINTMENTS, REQUEST FOR QUOTES, CONTACT INFORMATION:

Before any project begins, a free on-site inspection or one free consultation is required to ensure better communication and accurate assistance throughout the project(s).

Clients may schedule appointments with a 24-hour notice if it is an emergency or last minute. However, rates may increase for last-minute requests, and scheduling can only occur if the date(s) and time(s) are available. Making appointments can occur via our online booking form or by communicating with your SGI representative or our office via phone (text) or email. To assist our clients in an expert and punctual manner, your request for a quote or appointment must have a detailed description that includes the completion time(s) and date(s) for each project, an overview of the project(s), any unique/special shots, locations or engagements, if multiple crewmembers are requested (appointments are subject to availability) and contact information of the person(s) in charge. If these basic requirements are missing or inaccurate, a delay could occur in completing the project(s), or other errors may occur.

SHOOTING, RECORDING and CREATIVE STYLES:

SGI uses all services to photograph, scan, or record to create imagery in various styles. For example, for real estate photography projects, the interior and exterior layouts are customarily shot from the corners of rooms, and most images are shot at wide angles, NOT in an architectural or editorial style. Clients that wish for architectural, editorial, or any unique style of photography, videography, or creative design must discuss this choice with an SGI representative during the free consultation or free walk-through or describe your desired style in accurate detail in your request for a quote. We recommended these specialized styles for custom pricing options.

FOR REAL ESTATE PHOTOGRAPHY AND VIDEOGRAPHY, ALL PROPERTIES ARE SHOT AS-IS:

SGI representatives will photograph, record, or conduct creative design on all property(s) (Resident or Commercial) AS-IS. Clients are responsible for ensuring each property is clean, prepared, and photo-ready when the SGI representative (s) arrives. We do not provide any cleaning or moving services. Each SGI representative is there to provide the service(s) agreed upon only. Please have the property(s) photo-ready to avoid decreasing the number of photographs shot or videos taken and ensure the completion of the creative design process on time. This term also applies to all drone services, videos, 3D virtual tours, and all creative design services.

EXCEEDING SHOT AND CREATIVE SERVICE PRICE OPTIONS SELECTED:

SGI representatives will not exceed the square footage restrictions, time constraints, photos shot, or the maximum length amount stated in any price option a client selects. All our price options include a maximum number of images or video length, a specific amount of time, or other limitations. For example, suppose the client asks the on-site photographer to shoot more pictures than you have chosen in your price option or agreement. In that case, the SGI representative will charge you an additional fee per photo or upgrade you to the appropriate price option (whichever you prefer), and, for your convenience, the extra cost(s) will appear in a revised invoice. This term applies to all services.

ADJUSTING OR CORRECTING ERRORS BY ANOTHER DESIGNER OR BUSINESS:

Any photo, video, visual effect, or image/visual of any kind containing errors, needing adjustments, or color corrections not created by SGI, its designers, or business owned and operated by SGI will be charged an hourly fee to fix the problem(s). The amount of the hourly fee will vary depending on the type of problem(s).

SPECIAL SHOT REQUESTS AND CLIENT-AUTHORIZED REPRESENTATIVE:

An authorized representative of the client must be present for any appointment, the free first walk-through, and free consultation, and be present and available throughout the project to communicate any special shot requests, authorize changes, approve creative decisions, and approve every stage of the project. The client is responsible for maintaining communication with the SGI representative(s) and SGI creative team, informing them of any updates, changes, deletions, upgrades, or priority images, video, audio, or other elements desired by the client for all needed throughout the project(s). If the client does not inform the SGI representative of any specific requests, the photographer on-location will determine the compositions and photograph the property at their discretion. SGI is not responsible for capturing particular shots, recording, or creating any imagery we are unaware of. The client’s authorized representative must review all images and drafts to ensure SGI has captured the specific style, look and feel the client needs. Any return trip to property(s), redo, or reshoot will incur a fee. Fees are determined based on the amount, type, and time constraints needed to repair the image(s). The SGI representative will discuss the incurred fee(s) with the client’s authorized representative.

UNATTENDED PROPERTIES: (For Residential and Commercial Property Projects):

If a client’s representative cannot be at a property for a photo or video session, the SGI representative will reschedule with the client’s authorized representative. This term applies to all services. If the client’s authorized representative approves an unattended property photo or recording session, SGI, its employees, and hired freelancers are not responsible for lost, stolen, or damage to any interior or exterior items on or around the property(s). SGI cannot guarantee you will receive the exact shots or (video) footage, specific photos or videos of areas, particular angles, or certain styles the client desires. We highly encourage all clients to provide us with a list of shots before their appointment or to be present at their photo session if they need specific angles or must-have photos. Any return trip to the property for a reshoot will incur a fee. We are NOT responsible for turning lights on or off, opening or closing blinds, locking doors or windows, or adequately opening or closing a property. The client assumes ALL risks arising from us shooting an unattended property.

APPOINTMENTS AND PAYMENTS:

You may schedule appointments within our online Request a Quote website page. We require a deposit of 50% of the total quote or the agreed amount before any service begins. An electronic receipt of your paid deposit will be sent via the email you provided before the start of the project. The pre-payment deposit reserves the SGI representative(s) time for the appointment(s) and starts the project. We do not accept crypto (this may change in the future).

ELEMENT AND PROJECT DELIVERY TIMES:

After approval of the finished project by the client’s representative(s), the client must deliver all payments in full before the final project is delivered. An SGI representative can provide, within 24 hours, any regular (not customized) completed Price Option Plan project if the final payment is immediately delivered. In rare instances, some projects may take longer to complete, depending on the project’s complexity. If you have specific delivery requirements, don’t hesitate to contact us before scheduling your project.

FEES FOR TRAVEL IN AND OUTSIDE SERVICE AREA:

We currently service the State of California, and mileage, parking, airfare, car rental, and hotel and gas fees may be added to rates. Clients outside of the state are also subject to these added rates. We calculate travel and mileage fees via Google Maps based on the distance from the SGI Los Angeles, California, USA company location to the client’s project location. Suppose you wish to schedule an appointment, meeting, or the first free consultation or walk-through outside our local service area. In that case, we suggest contacting us directly to determine which added rates may apply.
Any paid parking fees incurred by SGI representative(s), including parking meters, are added to the client’s balance due.

24 HOUR CANCELLATIONS AND RESCHEDULING:

We request at least 24 hours notice if cancellation or rescheduling is required. If SGI is notified in less than 24 hours, a $50.00 cancellation fee will be charged. There is no cancellation fee for rescheduling your shoot due to natural causes. If a client or potential client repeatedly cancels or reschedules appointments, SGI will charge a non-refundable security deposit of 25% of the agreed balance due to reserve your project.

LATE NO-SHOWS OR ENTIRE PROJECT CANCELLATIONS:

If there is no justified reason why at the beginning of a project is canceled, the client’s representative does not show up for an appointment or shows up so late that the start of a project must be canceled, the client or potential client may receive a $90.00 fine. It is up to the SGI representative to determine whether or not to charge the fine (first free consultations or walk-throughs are the exceptions). If cancellation occurs during any phase of the project, the client agrees to pay for all services already finished or partially completed.

REAL ESTATE AND COMMERCIAL PROPERTY, 3D VIRTUAL TOUR AND AERIAL RESHOOTS

Any return trip for reshoots will incur a fee and possible travel fee if the reshoot is due to a client or client-related error. To avoid a reshoot:

• Ensure the property’s interior and exterior are clean and photo-ready.
• Check the weather conditions.
• Communicate any specific shot requests to us before your appointment.
• For special request shoots, the client’s representative must review the photos at the end of your appointment to ensure we have the shots.

REFUNDS:

On the infrequent occasion that a client is dissatisfied with their finished project(s), the SGI representative will collaborate with the client or the client’s representative to create a solution. SGI will not approve refunds in the following situations:

• Where the client or the client’s representative was not present during all Phase Completion meetings of the creative process or any scheduled photo or video sessions
• The client or the client’s representative failed to communicate specific shot(s) or declined to approve or review each phase of a project’s creative process.
• The client or the client’s representative made an error.

IMAGE EDITING:

If repairs or upgrades are needed, SGI will try to apply editing techniques to all images, including video footage. The client’s representative is responsible for providing details of all the client’s wishes. Additional editing requests not included in the original quote and agreement will incur an extra fee per image and video footage. These fees are calculated based on the type of editing needed for each image and will include labor, equipment, and software used.

PHOTOS, VIDEOS AND IMAGES SELECTION:

Unless agreed upon, the SGI representative(s) and the client’s representative(s) will collaborate on the overall creative goal and outcome of the client’s project(s). Sole discretion on how the creative process is conducted, including what techniques, equipment, and software are used, belongs to SGI and the SGI representative, including choices of all interior and exterior compositions. Commercial and real estate properties must be photo-ready when SGI representative(s) arrive, including all lights on and all blinds or window and glass sliding door treatments open. Please be aware that each property will be shot as-is unless different arrangements are made between the client’s representative and the SGI representative before the beginning of the project.

DELIVERY AND CHANGES OF FINISHED PROJECTS:

How a finished project is delivered depends upon the agreement between the client’s representative(s) and SGI representative(s). This agreement supersedes all other agreements. Any revisions or changes to any project after delivery will incur additional fees unless an error caused by SGI or its representative(s) is detected.

STYLE DISCRETION AND CUSTOM REQUESTS:

After reaching an agreement between the client and SGI, how the creative process operates and creates is at the discretion of SGI, including the overall style, how videos and photography are shot and edited, and how video production and post-production techniques are utilized (Post-production also refers to how visual effects and motion graphics are used and processed). Custom videos and photos may incur an extra editing fee and a labor fee for shooting any extra footage or photos or designing any additional artwork. Delivery of style and format of all projects will be per the SGI and client agreement specifications.

HOSTING FOR 3D VIRTUAL TOURS:

Currently, Hosting is only available for 3D Virtual Tours. Only clients using the 3D Virtual Tour service are eligible to receive Hosting. Hosting is available for three months free. The free three months begin the day and time the client’s 3D Virtual Tour is launched. Launching a 3D Virtual Tour does not start until the client’s representative approves the final project and SGI has received the remaining balance unless special payment arrangements exist in the agreement between SGI and the client.

REQUESTS FOR VIDEO EDITING, VISUAL EFFECTS, MOTION GRAPHICS AND REVISIONS:

If a client requests more complex video editing or post-production (the term “post-production” includes visual effects and motion graphics), such as key-framing or compositing, make sure the request(s) appear in the original agreement between SGI and the client. Completion of revisions will only occur if the client pays for the extra service(s). If the SGI representative deems it necessary to revise any project, there is no cost to the revision unless the revision is due to an error or partial error caused by the client. For partial client errors, the client must pay for that part of the error. To determine the delivery time of the client’s final revision(s), SGI must receive the full payment for the partial error(s). The delivery times for finished projects, mentioned in our Option Price plans and on the Pricing page, do not apply to more complex requests or requested changes if the revision request or requested changes occurred after the original project was completed. Determining the completion times is based on the complexity of the request. Clients will incur additional fees for any extra complex services not included in the original agreement between SGI and the client.

ACCURACY OF FLOOR PLAN MEASUREMENTS:

While SGI uses the latest measuring software and technology to acquire the most accurate measurements, the calculated measurements are still approximate totals for each Floor Plan. Actual measurements may vary. Floor plan measurements are not guaranteed to be precise.

RIGHTS OF MEDIA:

Solid Gray Inc.(SGI), its official representatives, and its staff reserve the right to use all photos, images, video footage, artwork, and any part of the finished project shot or created by SGI, its official representative, and staff for sales, marketing, and promotional purposes including usage on the SGI company and SGI affiliate websites and social media outlets. By purchasing any services from SGI, you(the client) grant us(SGI) the right to use, license, and/or sell all photos, images, video footage, artwork, and any part of the finished project shot or created by SGI, its official representative, and staff in perpetuity. For clients that purchase SGI residential and commercial property photography, videography, 3D Virtual Tours, and Aerial photography or videography services that are agents or brokers representing a homeowner, you(client) are authorizing SGI, its official representative, and staff on the owner’s behalf for SGI to use all photos, images, video footage, artwork, and any part of the finished project shot or created by SGI, its official representative, and staff for sales, marketing, and promotional purposes including usage on the SGI company and SGI affiliate websites and social media outlets.

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