Help & FAQs
Booking, access, turnaround, amendments, cancellations and payment — the operational answers for working with Urban Angles.
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Ordering
How do I place an order in DREAM?
Our published steps are:
- Log in to your account with the username and password provided.
- Enter the address and property details.
- Select products — either from a Saved Favourite, or Build your Own.
- Schedule your products.
- Review and confirm your order.
You receive an email notification once we have confirmed the order. See DREAM ordering and support for the full guide, including how office administrators manage shared Favourites.
Booking and scheduling
Can I book several services for the same property?
Yes. You can order photography, floor plans, video, aerial and virtual products together through DREAM.
One scheduling rule matters: photography and floor plans can share an appointment, but video requires a separate booking so our production teams do not interfere with one another.
How long will the shoot take?
It depends on the property size, production complexity and what we are delivering. There is no standard appointment length across products — discuss it when booking, particularly for video.
We define on-site time for the video packages: up to one hour for a Social Property Trailer, one to two hours for a Showcase Property Video.
How do I change a booking?
| Change | How |
|---|---|
| Reschedule before the booking day | DREAM Dashboard — calendar icon, or select the date inside the order |
| Reschedule on the booking day | Call our Customer Support team on 1300 144 255 |
| Update access details | Calendar icon on the Dashboard, or the booked time inside the order |
Self-service rescheduling in DREAM does not waive the notice-period fees below.
What if my preferred date and time is not available?
DREAM populates with all the dates and times we have available for the services you are ordering. If your preferred slot is not showing, call our customer support team on 1300 144 255 and they will see what we can do.
Can I book a specific photographer?
Not directly. At this stage you cannot reserve a specific photographer. If there is someone you would like on the job, add it in the notes section of the order and we will treat it as a request rather than a booking.
How can I see my upcoming schedule?
Your DREAM Dashboard gives you an overview of your upcoming bookings and current orders.
Shoot timing and light
What is the difference between dusk and dawn photography?
We offer dawn as an alternative intended to achieve a similar visual result, especially when dusk appointments are fully booked. Confirm availability and the intended lighting with us.
Should I shoot in the morning or the afternoon?
It can help with shadowing, inside and out. Depending on where the sun sits, the home or nearby trees may shade areas you would rather have in sunlight. Think about the orientation of the home, remembering the sun rises in the east and sets in the west.
Why can't day photography be booked at 6:30 pm in summer, or 3:30 pm in winter, when it is still light?
Those times fall within our dusk booking allocation. Our FAQ gives indicative dusk commencement times of 5:45–7:15 pm in summer and 2:15–3:45 pm in winter, changing in roughly 15-minute increments through the year. It does not specify a location or timezone for these ranges. Confirm the start time for your property and date. Day shoots need to start a couple of hours earlier to keep the dusk allocation available.
Access to the property
How does the photographer get in?
Four options:
- Key safe — code or key provided
- On-site meeting — with you, the agent, vendor, tenant or another person
- Key collection — an additional fee applies
- No private access required — external-only shoots, portraits or drone work
You can set different access methods for different booking days within the same order.
When do access details need to be confirmed?
24 hours in advance. If you have not provided access details, we send you a reminder notification the day before the booking.
When arranging an on-site meeting, include a contact name and phone number so our field team can reach someone if there is a delay or difficulty finding the property.
Why do you need the details of who will be at the property?
It lets our field team connect with the agent or vendor they are meeting, and gives them a contact number to call directly if something comes up on the day — a late arrival, or trouble finding the property.
Cancellations, rescheduling and weather
What are the cancellation fees?
| Booking type | Notice given | Fee |
|---|---|---|
| Day photography | Less than 3 hours | $55.00 |
| Dusk photography, video and drone | Less than 24 hours | $110.00 |
Cancel or reschedule outside those windows and there is no charge — we send you confirmation of the change.
What happens if the weather is bad?
We usually reschedule video and drone work; photography and floor-plan work usually proceeds.
Adverse-weather rescheduling does not attract a cancellation fee. Safety, access and the creative brief still determine our final call on the day.
Turnaround and delivery
These are published operating estimates. Confirm the deadline for your order; our terms make delivery dependent on full instructions and do not guarantee estimated dates.
| Product | Timing |
|---|---|
| Standard photography | Final images by close of business the business day after the shoot |
| Photography with proofing | Final images by close of business the business day after selections are submitted |
| Floor plans | Files by close of business the business day after measuring |
| Social and Showcase video | First draft by close of business two business days after the shoot |
| Prestige and Custom video | First draft by close of business three business days after the shoot |
| Virtual Styling and Virtual Dusk | An additional 24 hours after the initial retouching stage |
Selections submitted after 5 pm count as received the next business day.
For Prestige and Custom video, we colour grade after the final draft is approved — so approval sits between first draft and finished file.
Can I get something faster?
We can deliver Express photography and floor plans before midday on the next business day for an additional charge. Request Express when ordering and before the booking. Our FAQ specifically requires at least 48 hours’ notice for photography; confirm the required notice for floor plans.
Express is not available on video.
Choosing and amending images
How does proofing work?
With proofing, you receive the captured set and choose which images go to post-production, submitted through DREAM. Without proofing, our photographer selects against our own standards.
Our photography uses Prestige as its base standard, with proofing selected separately. The Urban Angles Way also uses Standard, Rental and Prestige package labels; confirm proofing on the product you book rather than relying on its name.
How do I request a change to an image?
Use markup pins in DREAM: position the pin precisely where the change is needed, add a clear comment describing it, and submit. Selections or amendments sent by email or phone are slower and do not process as quickly.
Video comments go through Vimeo, not DREAM. We normally turn minor video amendments around in 2–4 business hours. Extra or out-of-scope amendments may attract a fee.
Retouching
What is included as standard?
- Removing flash and tripod reflections
- Reducing glare or reflections in windows, and adding window detail
- Removing stickers on appliances
- Adding fire to fireplaces (specify)
- Blanking out or blurring agent signboards
- Making pools blue, removing pool cleaners, cleaning pool debris
- Greening and repairing existing grass and vegetation
- Removing obvious cords (specify location)
- Making ocean blue
- Removing carpet indentations
- Removing fixed garden hoses (specify location)
- Removing external rubbish bins that could not be moved on site
Full removal of an agent signboard is additional retouching beyond blanking or blurring.
Can permanent features be removed from an image?
Removing permanent external features — power lines, poles, signage, trees, fences, landscaping — requires your written confirmation accepting full legal responsibility, because such edits can misrepresent the property.
That acceptance does not by itself make an edit appropriate for every use. Consider where the image will be published before requesting it.
What is the difference between dusk photography and Virtual Dusk?
We capture dusk photography on location around twilight. Virtual Dusk starts from an existing daytime exterior photograph and creates the twilight appearance in post-production — new sky, illuminated windows, exterior lighting, reduced daylight shadows. It is purchased per image.
Can vacant rooms be furnished digitally?
Yes — Virtual Styling adds digital furniture and styling to vacant interiors, with a range of design influences and realistic shadowing. Allow an additional 24 hours after the initial retouching stage. It changes the marketing image only; it does not style the property for inspection.
Revisits and missing angles
Our Photography Management team reviews coverage against the booked product and our standards. A revisit fee applies when we met those standards; we offer a complimentary reshoot if we did not provide appropriate coverage. Brief specific shots before the booking.
Preparing the property
The following are practical preparation suggestions. Confirm what suits your property and the agreed capture areas.
Inside: clear floors, benches and visible storage; make beds and simplify bedside surfaces; remove personal bathroom products and set out clean towels; reduce small appliances and paperwork; hide cords, pet items and temporary objects; check lamps and fixed lights; open curtains and blinds; make every agreed room accessible.
Outside: tidy lawns, gardens and outdoor furniture; move vehicles off the frontage and driveway; hide bins, hoses, toys and loose equipment; prepare pools and remove cleaners or debris; check garden, pool and external lighting for dusk shoots.
Preparation does not imply our photographer will clean, garden, move heavy objects, repair anything or make an unsafe change.
Pricing and payment
What are the published starting prices?
| Category | Published starting point |
|---|---|
| Photography | From $165 |
| Video | From $440 |
| Floor plans and virtual services | From $75 |
| Creative services | Price on application |
These are category entry points, not a price for every package or inclusion.
What are the payment terms?
- Our quoted prices exclude GST
- Delivery, packaging, freight and insurance are additional where applicable
- Quotes are current at the quote date and may change on 14 days' notice
- The usual invoice payment period is 14 days, subject to your quote or other arrangements
- Some supplies may require payment before delivery if we notify you
Additional charges apply to Express delivery and key collection, and may apply to extra video amendments and full signboard removal.
Why is the add-on price different to the price without add-ons?
Our pricing is built for economies of scale, so it works out more cost effective to choose multiple products for each listing.
Files, copyright and licensing
How long are completed files kept?
About 90 days, then we remove them. Download and store your own copies rather than treating the portal as archive storage.
Who owns the delivered images?
We retain copyright and image-file ownership unless a signed agreement says otherwise. You receive a licence for the permitted media, territory and duration. Reuse or transfer by a third party may require written permission.
Still need help?
Call 1300 144 255 · Email studio@urbanangles.com
Our customer support operates Monday to Friday, 8:30 am–5:30 pm. For same-day rescheduling, use the phone.
Continue exploring Urban Angles
Explore all services · Photography · Video · Drone and aerial · Open DREAM · Contact the team
What are the cancellation fees?
Day photography cancelled or rescheduled with less than 3 hours' notice: $55.00. Dusk photography, video and drone with less than 24 hours' notice: $110.00. Outside those windows there is no charge and you receive confirmation of the change. Adverse-weather rescheduling does not attract a fee.
How do I reschedule a booking?
Before the booking day, use the calendar icon on your DREAM Dashboard or select the date inside the order. On the booking day itself, call Customer Support on 1300 144 255. Self-service rescheduling in DREAM does not waive the notice-period fees.
How does the photographer access the property?
Access can be arranged by key safe, an on-site meeting with an agent, vendor, tenant or another contact, or key collection for an additional fee. Some work needs no private access; confirm this for the actual booking. Provide access details 24 hours in advance, including an on-site contact and phone number. We send a reminder the day before if details are missing.
Can I book several services for the same property?
Photography and floor plans can share the same appointment. Video requires a separate booking so the production teams do not interfere with one another. Everything can be ordered together through DREAM.
When will my images and video be delivered?
Standard photography: close of business the business day after the shoot. With proofing: close of business the business day after selections are submitted, and selections after 5 pm count as the next business day. Floor plans: the business day after measuring. Social and Showcase video: first draft two business days after filming. Prestige and Custom video: three business days. Virtual Styling and Virtual Dusk: an additional 24 hours after initial retouching. These are published operating estimates; confirm the final deadline for your order.
Can I get delivery faster?
Express photography and floor plans can be delivered before midday on the next business day for an additional charge. Request Express when ordering and before the booking. The FAQ specifically requires at least 48 hours’ notice for photography; confirm the required notice for floor plans. Express is not available for video.
How do I choose images and request changes?
With proofing you select which images go to post-production through DREAM; without it, the photographer selects. For amendments, use markup pins in DREAM — place the pin where the change is needed and add a clear comment. Selections or amendments sent by email or phone process more slowly. Video comments go through Vimeo instead, with minor amendments normally turned around in 2–4 business hours.
How do I contact Urban Angles for support?
Phone 1300 144 255 or email studio@urbanangles.com. Customer support operates Monday to Friday, 8:30 am–5:30 pm. For same-day rescheduling, use the phone rather than DREAM. Confirm the timezone and public-holiday availability when needed.