Refund Policy

Refund Policy

This policy explains what happens if you need to move or cancel a shoot, what we do if something is wrong with your files, and when we refund money. In short: rescheduling is free when you give us enough notice, and the exact notice window and any late fee are shown to you at checkout and on our Booking, Delivery and Cancellation Policy page before you commit. If there is a quality problem with your deliverables, a reshoot or a re-edit is our usual remedy and we do not charge you for it. Where a reshoot is not the right answer, we refund. Nothing is hidden: no charge is introduced after a shoot that was not quoted, apart from the measured-area adjustment described below, which is disclosed before you book.

Effective date: September 3, 2026.

What this policy covers

This policy covers photography and listing-media orders placed with Realty Studios. It sits alongside our Booking, Delivery and Cancellation Policy, which is the operative statement of how booking, payment, measured area, taxes and delivery work, and which is linked from checkout. Where the two describe the same thing differently, the booking policy page governs. Your studio may also state its reshoot terms on the reshoot-request page in your portal; where it does, those terms apply to that request.

Subscription fees for studios using our software are dealt with in a separate section at the end, and in our Terms of Service.

Rescheduling

Plans change. You can move your shoot, and rescheduling is free when you give us enough notice. The notice window is the one shown to you at checkout and on the Booking, Delivery and Cancellation Policy page. We also do not charge you for a reschedule caused by weather that makes the shoot pointless.

Inside the notice window, a reschedule fee may apply. We do not state a figure here, because the notice window and the fee are set in our booking settings. They are shown to you in three places, and those are the figures our system applies: the checkout screen before you commit, the Booking, Delivery and Cancellation Policy page, and the order-management page you reach from your confirmation email. If no fee is configured, the page says the reschedule is free rather than showing you a zero.

To reschedule, use the link in your confirmation email or contact us at info@realtystudios.ca. A shoot that we have not yet confirmed — a custom time you requested in your own words rather than a slot you picked from the grid — books nothing and can be withdrawn at any time before we confirm it.

Cancelling

The same structure applies to cancellations. Cancel with enough notice and there is no charge; cancel inside the notice window and a cancellation fee may apply. The notice window and the fee, if any, are shown at checkout, on the Booking, Delivery and Cancellation Policy page and on your order-management page, and those figures are the ones our system applies.

Where a fee applies it is added to your order and appears on your invoice. If you have already paid in full and a cancellation fee is less than what you paid, we refund the difference.

If we cancel or move your shoot

If we have to cancel or move a shoot — a photographer is unavailable, equipment fails, weather makes the shoot unusable — we contact you, offer you the next available time, and charge you no fee for the change. If you have paid for a shoot we cannot deliver and you do not want to rebook, we refund what you paid for it.

Access on the day

Please make sure the property is accessible and shoot-ready at the scheduled time. If our photographer cannot get in, cannot work safely, or arrives to a property that is plainly not ready, we will contact you to rebook.

We do not charge a failed-access fee. If we cannot get in, we contact you and rebook the shoot. That rebook is free: the reschedule fee shown at checkout does not apply when we could not get in. You will not find a charge on your invoice that you were never told about.

If something is wrong with your files

Contact us. A reshoot or a re-edit is our default remedy for a quality problem, and we do not charge you for putting our own work right: the point of the order is that you end up with usable marketing material for the listing.

You can request a reshoot for a whole order or for specific files, from your delivery page or by email, and we ask you to tell us in your own words what is wrong so we can fix the right thing. This policy sets no deadline for raising a problem, though the reshoot-request page in your portal may state one — tell us as soon as you notice, because a property that has been staged, sold or changed cannot always be reshot as it was.

We do not offer a reshoot for a change of mind about creative direction after delivery, for a property that has materially changed since the shoot, or for conditions we told you about at the time and you asked us to shoot anyway. Those we quote as a return visit, usually at a discounted rate rather than the price of a new shoot.

Refunds

Where a reshoot is not the right answer — the listing has gone, the timing no longer works, or we simply got it wrong — we refund.

A few things to know about how refunds work here:

• How to start one. Email info@realtystudios.ca, or reply to your invoice or delivery email, and tell us the order and what went wrong. There is no self-serve refund button; a person reviews every refund request.
• What we refund. We can refund a whole order or individual line items, so a problem with one service does not have to unwind the rest of your order.
• How you get the money. A refund is normally returned to the payment method you used. Where you prefer, and where you agree, we can instead apply the amount as credit against future work.
• How long it takes. We do not promise a processing time, because the last leg is the payment processor's and your bank's, not ours. Ask us and we will confirm once it has been issued on our side.
• Taxes. Any GST or other tax we charged on the amount we refund is refunded with it.

We will not refund more than you paid for an order.

Measured-area adjustments are not a hidden fee

Photography and floor plans are priced from the interior square footage you enter when booking. If the measured floor plan differs meaningfully from that figure, your invoice adjusts at the same per-square-foot rate you were quoted — up or down. Exterior area such as a garage, deck or patio is measured on the day and billed at the exterior rate shown on the floor-plan product.

That is the only adjustment made after a shoot, it is disclosed before you book, and it uses the rate you were already quoted. It is not a fee, and it is not a reason to ask for a refund of the whole order — but if you think an adjustment is wrong, tell us and we will go through the measurement with you.

Your rights as a consumer

Nothing in this policy takes away rights you have under British Columbia consumer-protection law or other applicable law. If you are entitled to a remedy we have not offered, ask us for it.

Studio subscriptions

If you subscribe to the Realty Studios software as a photography studio, subscription fees are billed in advance for the period you choose. Cancelling takes effect at the end of the current paid period: your access continues until then, we do not delete your data at the moment you cancel, and you can export your records before the period ends.

We do not refund a subscription period that has already begun, except where applicable law requires it or where we have made a clear mistake — for example billing you after a cancellation, or charging the wrong plan. Email info@realtystudios.ca and we will fix it. Plan prices are as shown on the pricing page; a price change takes effect at your next renewal and never mid-period.

How to ask, and what happens next

Email info@realtystudios.ca or call +1 (604) 779-4089 and tell us the order and the problem. We would rather hear about it early than have you live with media you cannot use.

If we decline a reshoot or a refund, we will tell you why in writing, and you can ask us to look again.

Realty Studios is the operating name of VLGRS Inc., Vancouver, British Columbia, Canada. See also our Terms of Service, our Privacy Policy and our Booking, Delivery and Cancellation Policy.