Frequently Asked Questions

HAVE A QUESTION?

WE’RE HERE TO HELP!

Our amazing team is ready and available to answer your questions during our normal business hours, Monday through Friday from 8:30am to 5:00pm EST. Give us a call at (937)505-0444 or utilize the online chat for the quickest response.

For questions outside of our normal hours, you may find your answer in our Frequently Asked Questions. Choose the relevant category below to see more info on that topic. If you still need assistance, please send us a message and we will respond during normal business hours.

I HAVE A QUESTION ABOUT….

Pricing

Ordering

Scheduling

Media

General

9

Pricing

Where can I view your pricing?

You can view and download our pricing here.

I have a Custom Order Page. How do I view my pricing?

Visit our order page by clicking here, click on ‘I have an account’ and login with your phone number or email to view your pricing.

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Scheduling an appointment

HOW DO I SCHEDULE AN APPOINTMENT?

You can schedule an appointment on our ORDER PAGE or by calling the office at 937-505-0444 during normal business hours (Monday-Friday, 8:30am to 5:00pm EST). After submitting your order request, you will receive an appointment confirmation email with the date and arrival window of your order. You would then need to inform your homeowners of the date and time frame. Once you have contacted the homeowners, you would then follow the instructions on the ‘appointment confirmation’ email to confirm the appointment with us or to reschedule for another date/time.

Once an order is submitted, we typically respond with a schedule confirmation email within 2 to 3 hours, unless outside our business hours.

HOW LONG AFTER SUBMITTING AN APPOINTMENT REQUEST SHOULD I EXPECT UNTIL THE PROPERTY IS FILMED?

You can expect the appointment to be scheduled and then filmed 1-3 days after the initial request unless a later date is requested. During peak times it may take up to 2-5 days.

We will schedule your appointment and send you a notification as soon as we can. If your order was submitted after 4:30pm you will receive an appointment the following business day by 12pm.

WHAT IF I SCHEDULED AN APPOINTMENT AND I HAVE TO CANCEL IT?

If you need to cancel an appointment, you can call the office at 937-505-0444 or utilize the reschedule button in your appointment confirmation email. Please cancel by 3:00pm the day before your appointment to avoid the $35 cancellation fee.

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BEFORE THE APPOINTMENT

WHAT CAN THE HOMEOWNERS OR THE AGENT DO TO BEST PREPARE FOR AN APPOINTMENT?

The preparation for an WOW appointment should be the same as it would be with a showing. That means the house should be cleaned before we arrive. We typically do not film the inside of closets and garages so if things need to be hidden these would be the best places for it. We are always focused on delivering the very best quality photos/video and we need homes 100% ready when we arrive.

Please review our Getting Ready page and share with homeowners.

CLICK HERE for helpful tips on GETTING READY for WOW!

Due to insurance purposes, we CANNOT move items inside of a house. Since we strive to always be on time for every one of our video tour appointments, we also cannot wait for the real estate agent or the homeowner to clean and/or move items in the house. If a house is not ready when we arrive, it will have to be rescheduled and a rescheduling fee may apply.

WHAT IF THE WEATHER IS BAD (E.I. RAINING, SNOWING, OR OVERCAST) THE DAY OF THE APPOINTMENT?

We will typically film in most weather conditions as long as there are no emergency road restrictions. Even with adverse weather conditions we are able to edit the exterior photos/video of the house so that there are blue skies and clouds. However, if you choose to cancel the appointment because of the weather the terms of our cancellation policy (as stated above in Section 02) would apply. For a small fee we also offer a ‘re-shooting’ service, where we would retake exterior photos/video of the house on a day with better weather conditions and then replace the old exterior photos/video with the new.

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DURING THE APPOINTMENT

DO THE HOMEOWNERS OR THE AGENT HAVE TO BE PRESENT DURING AN APPOINTMENT?

Neither the homeowner nor the real estate agent needs to be at the house during filming. After we arrive all we need is a way into the house (e.i. lockbox code, Supra key, one day code, etc.) and we will go in, turn on all lights, film the house, turn off all lights and lock up the house when we are finished. Our Vidtographers have been background checked and only work with WOW!

WHAT DOES AN ARRIVAL WINDOW MEAN?

To provide the best quality in scheduling and service to our clients, we schedule appointments in two-hour windows for arrival. For example, you could receive a 1:00pm to 3:00pm arrival window. This means we could arrive anytime between 1:00pm and 3:00pm. This allows us to compensate for any uncontrollable factors that arise throughout the day.

Our WOW Watch system will alert you by SMS 45 minutes prior to your scheduled appointment, with a 15-minute arrival window. During that time your vidtographer will arrive for your listing appointment.

HOW LONG WILL IT TAKE TO FILM?

For most appointments, filming typically takes between 30-45 minutes. This time of course will vary depending on the size of the house; for larger houses (over 5,000 sq. ft.) we might need additional filming time.

Please reference our Getting Ready section for more specific time frames.

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AFTER THE APPOINTMENT

WHAT IS THE TYPICAL LENGTH OF A VIDEO? ABOUT HOW MANY PHOTOS DO YOU TAKE AT EACH HOUSE?

The typical length of a cinematic video is usually between 1-4 minutes long. The average number of photos taken at each house is about 25-50. Of course, as with filming time, both video length and number of photos depend on the size of the house. Larger houses tend to have slightly longer videos and more photos.

HOW LONG DOES IT TAKE TO GET THE PHOTOS AND VIDEO?

The turnaround time for photo and video delivery is next business day by 5 P.M. Listings shot on a Friday, will be delivered on the following Monday, unless a RUSH is placed on the order, which ensures Saturday delivery by Noon. All media will be emailed to you as soon as it has been completed. The email will include a link to our ‘Branded’ and ‘Unbranded’ VIDEO TOUR PAGE that has both the photos and video embedded into the page. We also include download links for the photos (.zip file) and video (.mp4 file). For help on downloading the files please see our HOW TO PAGE.

*You can add a RUSH order to any listing for a fee of $50.00, which ensures you to have your photos by 10 a.m. the next business. If this falls on a Friday, you will have your photos by noon on Saturday.*

ONCE I HAVE THE PHOTOS AND VIDEO LINKS HOW DO I UPLOAD THEM TO VARIOUS WEBSITES?

Since there are multiple websites used by real estate agents to link media, we have a user friendly HOW TO PAGE that has step-by-step instructions on how to upload your photos and video to the most common sites.

WHEN DO I PAY FOR MY ORDER?

You will be invoiced by email, after your order has been filmed, the photos/video edited, and the links have been emailed.