Help & FAQs

Booking, access, turnaround, amendments, cancellations and payment — the operational answers for working with Urban Angles.

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Booking and scheduling

Can I book several services for the same property?

Yes. Photography, floor plans, video, aerial and virtual products can be ordered together through DREAM.

One scheduling rule matters: photography and floor plans can share an appointment, but video requires a separate booking so the production teams do not interfere with one another.

How long will the shoot take?

It depends on the property size, production complexity and what is being delivered. There is no standard appointment length across products — discuss it when booking, particularly for video.

On-site time is defined 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?

Self-service rescheduling in DREAM does not waive the notice-period fees below.

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

Different access methods can be set for different booking days within the same order.

When do access details need to be confirmed?

24 hours in advance. If access details have not been provided, you will get a reminder notification the day before the booking.

When arranging an on-site meeting, include a contact name and phone number so the field team can reach someone if there is a delay or difficulty finding the property.

Cancellations, rescheduling and weather

What are the cancellation fees?

Cancel or reschedule outside those windows and there is no charge — you will receive confirmation of the change.

What happens if the weather is bad?

Video and drone work is usually rescheduled; photography and floor-plan work usually proceeds.

Weather-related rescheduling does not attract a cancellation fee. Safety, access and the creative brief still determine the final call on the day.

Turnaround and delivery

Selections submitted after 5 pm count as received the next business day.

For Prestige and Custom video, colour grading happens after the final draft is approved — so approval sits between first draft and finished file.

Can I get something faster?

Express delivers photography or floor plans before midday the next business day, for an additional charge. It must be requested at the time of order and at least 48 hours before the booking.

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, the photographer selects against Urban Angles' own standards.

Prestige photography includes online proofing. On other products it can be added for a fee, before or after the shoot.

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. Minor video amendments are normally turned 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?

Dusk photography is captured 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.

Preparing the property

Good preparation protects production time and keeps attention on the property.

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 the photographer will clean, garden, move heavy objects, repair anything or make an unsafe change.

Pricing and payment

What are the published starting prices?

These are category entry points, not a price for every package or inclusion.

What are the payment terms?

• 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 you are notified

Additional charges apply to Express delivery and key collection, and may apply to extra video amendments and full signboard removal.

Files, copyright and licensing

How long are completed files kept?

About 90 days, then removed. Download and store your own copies rather than treating the portal as archive storage.

Who owns the delivered images?

Urban Angles retains 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

Customer support operates Monday to Friday, 8:30 am–5:30 pm. For same-day rescheduling, use the phone.

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