Question 1

How do I book a shoot?

Accepted Answer

Click "Book a Shoot" on any page to open our booking flow. Select a package, choose your preferred date and time, enter your property details, and complete payment. It's all one seamless process. You'll receive a confirmation email immediately after booking.

Question 2

What is the typical turnaround time?

Accepted Answer

Standard turnaround is 24 to 48 hours after the shoot for all packages. Rush delivery is available as a paid add-on if you need your photos faster.

Question 3

What should I do to prepare the property?

Accepted Answer

For best results: remove personal items and clutter, ensure all lights are working, clean windows inside and out, have the lawn/landscaping tidy, and if possible, open blinds and curtains before we arrive. We'll provide a detailed prep checklist after booking.

Question 4

What is your cancellation/rescheduling policy?

Accepted Answer

Cancel 24 hours or more before your shoot and you’ll get a full refund. Cancel less than 24 hours before — including a no-show — and it’s non-refundable. Rescheduling is free any time before the day of your shoot; on the day of the shoot, a $100 fee applies (never more than you paid). One thing to know: rescheduling from inside that 24-hour window keeps your booking reschedulable, but it becomes non-refundable going forward. Rescheduling from 24+ hours out doesn’t change your refund eligibility at all — a later cancellation is just judged against your new shoot time. Weather-related reschedules (see below) are never subject to this rule or any fee, even on the day of your shoot.

Question 5

What payment methods do you accept?

Accepted Answer

All payments are processed securely online at the time of booking. We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) via Stripe.

Question 6

Who owns the photos, and can I use them anywhere?

Accepted Answer

Prism Media retains copyright on all delivered images and video. Your booking includes a limited, non-transferable license for use in your own marketing for this specific property, including MLS listings, social media, personal website, and print flyers. Images may not be shared, transferred, or licensed to other agents or third parties, and may not be resold or passed beyond their original scope.

Question 7

Do you photograph commercial properties?

Accepted Answer

Absolutely. Our Commercial packages are purpose-built for retail spaces, office buildings, industrial facilities, multi-family developments, and hospitality properties. Pricing scales based on square footage and property type. See our Commercial Pricing section for details.

Question 8

Can I add services after booking?

Accepted Answer

Yes. Contact us at least 24 hours before your shoot to add services. We'll update your booking and collect any additional payment. Some add-ons (like twilight photography) require adjusting the shoot time and are subject to availability.

Question 9

What happens if the weather is bad on shoot day?

Accepted Answer

We shoot through rain, heavy rain, wind (never an exception, at any speed), light snow (4 inches or less of accumulation), and cloudy or overcast skies — none of those qualify for a refund or reschedule, and we'll still shoot the interior regardless of weather. The only things that stop us are thunder/lightning, heavy snow (more than 4 inches), flooding, and roads to the property being unsafe or closed — always our call, not something a client can request. If thunder or lightning hits a shoot that includes interior work, we shoot the interior as planned and come back another day, at no charge, for the exterior and drone portion. You have 30 days from your original shoot date to take that return visit; if we can't fit it in during that window because of weather or our own schedule, the window moves out until we can, but if a date is available and goes untaken before the window closes, the exterior/drone portion is forfeited with no refund for it. If the shoot can't happen at all (heavy snow, flooding, unsafe or closed roads, or an exterior/drone-only shoot in thunder or lightning), you choose a full refund or a free reschedule of the whole shoot to a date of your choosing. A weather-related reschedule or return visit never carries a fee, even on the day of your original shoot.

Question 10

What happens if you can’t get into the property?

Accepted Answer

If we're on site at your scheduled shoot time and can't reach anyone or get in within 15 minutes — because nobody shows up to let us in, the access code you gave us doesn't work and no one answers, or a promised code never arrives — a $300 no-access fee is charged to the card on file, on top of (not instead of) your original booking payment. The original booking payment is not refunded, and we don't reschedule for free. If you still want the shoot done, you'll need to book a new one at full price.

Question 11

How do I get a referral code?

Accepted Answer

Once you've completed a shoot with us, you'll have your own referral code — find it anytime in the Prism Media app under Account → My referrals. Share it with anyone you think could use great real estate photography.

Question 12

How do I use a referral code?

Accepted Answer

Referral codes are entered in the Prism Media app — add your friend’s code when you sign up or when you book your first shoot there, and you’ll get 10% off automatically. The website checkout no longer accepts referral codes.

Question 13

How do referral rewards work?

Accepted Answer

When someone you referred completes a paid shoot with us, you earn 20% off your next booking. This 20%-per-referral reward stacks with other referral rewards up to a maximum of 40% off a single booking (this cap applies to referral rewards stacking with each other — it doesn't limit how much an unrelated promo code can additionally take off). Any unused referral discount carries forward to your next booking — it never expires, though it vests (becomes usable) 7 days after the referred client's shoot is completed and paid for. You also earn a free shoot every 5 completed referrals (a free Pro or Growth package), and every 20th referral upgrades that to a free Premier or Premium package instead — free shoots never expire, but require a quick approval from our team before they can be redeemed. To keep the program fair, rewards are capped at 5 per rolling 30-day period per referrer; anything beyond that is held for a quick manual review rather than lost.

Question 14

Are there size limits on a free referral shoot?

Accepted Answer

A free shoot earned through the referral program covers residential properties up to 4,000 sq ft and commercial properties up to 5,000 sq ft. For larger properties, you only pay the difference between your free package's price at your actual square footage and its price at the size limit.

Question 15

When do referral discounts and free shoots apply?

Accepted Answer

A free shoot is applied before any referral discount, and the two don't stack on the same booking — if you redeem a free shoot, any unused referral discount simply carries over to your next booking instead.

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