Ordering Policies

Booking & Scheduling

How to Book

Anyone may schedule an appointment through Pinnacle's online booking system or by contacting Pinnacle Property Media by phone, text message or email.

Once an appointment is scheduled, an appointment confirmation will be sent to the client using the contact information provided during booking.

Payment Expectation

Payment is due upon delivery of the completed Media unless another payment arrangement has been approved.

Qualifying clients or listings may be eligible for approved Net-30, Net-45, deferred-payment or Pay When It Sells arrangements.

Appointment Times

Appointment times are reserved production time blocks. The property must be accessible and ready for photography at the scheduled time.

Property Access

The client is responsible for providing access to the property, including applicable gate codes, lockbox information, alarm instructions and occupant coordination.

Review Payment Terms

Property Readiness

The property must be photography-ready when the photographer arrives. Pinnacle photographers may have additional appointments scheduled the same day, so cleaning, staging and preparation should be completed before the appointment begins.

Common readiness items include:

• Declutter counters and visible surfaces.
• Make beds and straighten pillows and furnishings.
• Remove trash, personal items and distracting objects.
• Secure pets or remove them from working areas.
• Replace burned-out bulbs and ensure intended lights operate.
• Provide clear access to all areas expected to be photographed.
• Complete cleaning, landscaping and staging before arrival.

If the property is not ready, media quality and available coverage may be affected. A return appointment requested because of property condition or preparation may require additional service fees.

Review Client Responsibilities

Weather, Drone & Outdoor Limitations

Weather

Outdoor photography and video results depend in part on weather, natural lighting and environmental conditions outside Pinnacle's control.

Pinnacle will make reasonable efforts to obtain professional results under the conditions present at the appointment.

Drone Services

Aerial services are subject to FAA regulations, controlled or restricted airspace, weather conditions, temporary flight restrictions, site conditions and operational safety.

If drone flight cannot be safely or legally completed, Pinnacle may coordinate an alternate option or return opportunity when reasonably feasible.

Cancellations & Reschedules

24-Hour Notice

At least 24 hours' notice is required to cancel or reschedule an appointment.

A cancellation or reschedule made with less than 24 hours' notice may result in the applicable cancellation or rescheduling fee described in Pinnacle's Terms of Service.

No Access / Lockout

If the photographer arrives at the scheduled appointment and cannot gain access to the property, the appointment may be considered completed for scheduling and travel purposes and additional fees may apply for a return visit.

Review Terms of Service

Delivery Timeline

Standard Delivery

Standard residential media is generally delivered by 12 PM the day following the appointment.

Delivery timelines may vary by service type, project scope, production volume, weather-dependent services and third-party processing requirements.

Products such as certain videos, 3D tours, floor plans, commercial projects, virtual services or other specialized deliverables may require additional production time.

Electronic Delivery

Media is normally delivered electronically through a media gallery or access link.

Delivery Completion

Services are considered delivered when the media access link is sent by email and/or text message to the contact information provided during booking.

Payment Policy

Payment Due Upon Delivery

Payment for services is due upon delivery unless an alternative payment arrangement has been approved, including approved extended payment terms where applicable.

Download Is Not Required for Payment

Some media galleries may require payment before full-resolution files can be downloaded. This is a delivery-system control and does not change the client's payment obligation.

Payment is based on completion of the photography appointment and delivery of the Media access links, not on whether the Media is downloaded, viewed, published or otherwise used.

Preview Thumbnails

In some cases, small or low-resolution preview thumbnails may be visible before payment. These previews are provided for identification or review purposes and do not represent the quality or licensed status of the final downloadable Media.

Review Complete Payment Terms Review Media License

Revisions, Errors & Reshoots

Production Errors

If there is a clear production or delivery error—such as the wrong property, a missing ordered service or missing critical coverage—the client should notify Pinnacle promptly so the issue can be reviewed and corrected when appropriate.

Creative Preference

Photography and video involve professional and artistic interpretation. Differences in subjective preferences involving angles, composition or lighting style do not automatically constitute a production defect.

Client Review Period

Clients should review delivered Media promptly and report technical issues or delivery errors within 48 hours of delivery.

Reshoot Requests & Property Condition

The final Media reflects the condition and appearance of the property at the time of the original photography appointment.

Pinnacle is not responsible for property conditions including:

• Staging and furniture placement
• Clutter or personal belongings
• Landscaping condition
• Exterior maintenance
• Lighting conditions
• Weather conditions
• Construction activity
• Repairs not completed before photography
• Other conditions present during the appointment

If the property is changed after the original photography appointment—including cleaning, repairs, landscaping, renovation, furniture changes or staging updates—a new photography appointment may be required to capture the updated condition.

Reshoots requested because of property condition, changes made after photography or subjective preference may require additional service fees.

Pinnacle will schedule return photography when needed, subject to availability and applicable fees.

Review Client Responsibilities

Editing & Revision Limits

Media delivered by Pinnacle Property Media includes the applicable standard professional editing associated with the ordered service.

Standard real estate photography processing may include:

• Color correction
• Exposure balancing
• Perspective and vertical correction
• Image optimization for real estate marketing
• Other standard Pinnacle production processes

Advanced Editing

Standard editing does not automatically include advanced or custom alterations such as extensive object removal, landscaping modification, digital repairs, structural changes, virtual staging or other significant image manipulation unless included with the ordered service or separately purchased.

Requests beyond standard processing may be subject to additional editing charges.

Revision Limits

Requests based solely on subjective preference, property conditions present during photography or changes made after the appointment may require additional editing fees or a new photography appointment.

Pinnacle reserves the right to determine whether a requested revision falls within standard processing or requires an additional service.

Excessive revision requests may be billed as additional editing services.

Media Use & Licensing

License Activation

Media usage rights are granted subject to Pinnacle's applicable payment and licensing requirements.

The Media license applies to the specific licensed client and property associated with the order unless the applicable agreement expressly provides otherwise.

New Agent / New Brokerage

If a listing transfers to another agent or brokerage, the original client's Media license does not automatically transfer to the new agent, brokerage or other third party.

A new party wishing to independently use Pinnacle-created Media must obtain the appropriate license from Pinnacle.

Review Media License Agreement