By working with, or purchasing from, HDBROS you agree to and acknowledge these policies set forth below. If you have questions or concerns about anything listed, please reach out to your account manager or our support team : support@hdbros.com

It’s extremely important that our photographers are able to start the appointment at the booked time.

Our photographers have multiple shoots per day, and the allotted time for each appointment is based on the services ordered. If our photographer is unable to complete services in the allotted time block due to on-site delays, we may have to reschedule the missed services for an additional fee.

It’s very important to follow our Home Prep Guide (PDF) and forward it to the sellers/tenants so all necessary steps are taken to ensure the property is prepped and ready to shoot upon arrival.

All photo sets include basic edits such as brightening, alignment, and color correction. Extensive edits such as removing cars, signs, trashcans, etc may be subject to an additional fee.

We guarantee next-day delivery for all appointments completed Sunday-Friday. Appointments completed on Saturday will be delivered the following Monday by 5pm.

Custom Video Production delivery times are determined on a project basis and are quoted in the initial consultation; delivery times may vary.

We have a few different classifications for pricing related to reshoots, depending on the circumstances. These are listed below.

Comp’d Reshoot: If we missed a room that was noted or discussed onsite, OR overall content quality is not the HD BROS standard, the reshoot fee will be comp’d.

$150 Reshoot (7 photos): If the overall quality of content is fine, but we need a few more angles, we can do a small reshoot. Small reshoots are ideal for exteriors taken during inclement weather, staging in a few rooms were redone, etc.

Full Reshoot: If you need to recapture all services for the home this can be booked as normal by selecting the package needed.

Amenity photos include anything attached to the property or within immediate reach of the appointment location, this is up to HD Bros discretion depending on the specific area (Ex. Downtown Vs. Suburbs). This includes stops within the building such as a pool or gym, or the building/neighborhood sign. Be sure to let us know if there are specific areas you would like to focus on on/and or if there is a certain amount of photos you’d like to allocate towards any specific amenities. Amenity photos do count toward your total photo count.

Community photos are all other photos outside of the property. This includes places such as shopping centers, metro stations, and nearby restaurants. These are added onto the photo set count and are a $100 add-on. This is up to HD Bros discretion depending on the specific area(Ex. Downtown Vs. Suburbs). Our photographer has 1 hour to complete your community photos. Please be sure to send the addresses of the 3 locations you’d like us to capture and we will have this noted. We can capture 9 total photos across the 3 locations.

*We do not have stock images or any sort of community library available at this time*

We may be featured on our Social Media posts, but if you’d like us to hold off on posting any content, please let us know before the appointment so we can have this noted for our team.

You can find us on social media @HDBros, DM us for collaboration efforts and feel free to tag us in your posts/stories so we can reshare.

Appointments canceled within 24 hours of the scheduled time, not due to inclement weather, are subject to a $150 cancellation fee.

If you are rescheduling your appointment due to inclement weather, we require a minimum 2-hour notice. Ex: Appointment time is 1 pm on Friday will require notice before 11am on Friday, essentially we are just trying to avoid an on-site cancellation for any reason.

We always recommend rescheduling for a nicer day but ultimately allow you to make the final decision. If you do not wish to reschedule and the weather prevents us from getting Ground Exteriors and/or Aerials done, we can have these scheduled separately.

Ground Exteriors can be rescheduled separately for $150 and Aerials for $250. If it is not actively raining/snowing we are able to touch up the exterior photos with some nice sky replacement if it is gloomy. We do our best to stay ahead of potential weather concerns but it will your responsibility to reach out to our Scheduling Team with any weather concerns. If you will be looking at rescheduling due to weather, we will need to know no later than 2 hours before the start time. If we reach out in regards to bad weather and do not hear back we will assume everything is still confirmed and will continue with your appointment.

*With the winter conditions there is a possibility that due to road conditions our team members may not be able to get to the property safely in which case we will be in touch the morning of your appointment to go over rescheduling options.

All Matterport tours will be active for 3 months from their purchase date then they will be deactivated. We can continue to host your Matterport tours for $50 per tour, per year, or you can set up your own account through Matterport and we can transfer it over so you have full access to it for as long as you’d like. If you have questions about setting up an account, please reach out to support@hdbros.com

Refund Requests:

We strive for customer satisfaction and handle refunds on a case-by-case basis to ensure fairness.

No Fee for Refunds Due to Unhappiness:

If you are dissatisfied with our service, we will provide a full refund with no additional processing fees. We aim to resolve any issues and will cover any transaction-related fees in these situations.

Cancellations and Change of Plans:

If you cancel or change your booking for reasons unrelated to dissatisfaction with our service, a 3% processing fee will be deducted from the refund. This fee covers the costs associated with the original transaction.

Explanation of Fees:

When you book with us but decide not to proceed for reasons beyond our control, the 3% fee is applied because we are not responsible for the transaction fees imposed by payment processors.

How Refunds Are Processed:

Refunds will be processed to the original payment method used during the purchase. The timeline may vary depending on your card issuer or payment method.