Solution Gate Media Inc. (http://solutiongate.net), as “Solution Gate” below, is committed to providing high-quality services & customer support in a timely & friendly manner. In order to ensure that we can continue doing so, we need to be confident that our clients understand and agree to our company’s service agreement.
By placing an order with Solution Gate, you could be the property owner or real estate agent, as “Client” in below, agree to the following terms and conditions:
New Policy During COVID19 Pandemic
- WE ONLY SERVICE PROPERTIES THAT ARE VACANT OR NO PERSON SHOULD BE INSIDE WHILE WE PERFORM OUR SERVICE.
- We do want to know if anyone in the home has been sick in the past 14 days.
- Homeowners and all family members should be out of the house while it is being photographed, video tour, or when 3D scanned, We will not perform the service otherwise.
- Pets should be out of the house or contained where We will not be performing the service.
- Please have owners, tenants, or listing agents clean and disinfect the property prior to our arrival.
- We will not touch any item except the front and back doors, lockboxes, and handrails as needed and
will let the realtor know what we have touched.
- The properties will now be shot “as is”.
- Booties, gloves, and a mask will be worn in each home that we perform our services – All of which will be
thrown away between each job.
- FAILURE TO COMPLY WITH OUR COVID POLICY WHEN OUR PHOTOGRAPHERS ARE ALREADY AT PROPERTY WILL RESULT IN APPOINTMENT CANCELLATION and 50% SERVICE FEE CHARGE.
Scheduling an Appointment
To schedule a service appointment with Solution Gate, clients can get in touch through email, phone call, or by placing an order online. After the order has been placed on the solutiongate.net website or by phone and email, Solution Gate will reach out to the client within 12 hours to confirm the scheduled appointment.
Please note that Solution Gate cannot be held responsible for any losses incurred as a result of a delayed response to the confirmation email or phone call.
For orders that are placed before 5 pm on a regular business day, we will contact you by 8 pm of the day. We make appointments based on our availability and the ‘First come first serve’ principle.
Our standard service hours are from Monday to Saturday, starting at 8:30 AM and ending at 8:00 PM. For twilight and night photography services, confirmation is required through a phone call.
If you need a same-day rush appointment or service on a Sunday or any public holiday, an additional charge of $50 to $100 CAD will be applied on top of the regular service fee. Please note that this additional fee does not cover rush turnaround time. Feel free to contact us for more information and details regarding these special requests.
If a Solution Gate photographer arrives at the property but cannot access it (for example, if the lock-box cannot be opened, or the agent/owner does not show up) within 15 minutes, Solution Gate may need to reschedule the service for the next available time to avoid delays. In such a situation, you should contact Solution Gate’s customer service to arrange a new appointment.
If you do reschedule, there will be a charge of $50 (plus any applicable travel fees) for the unfinished on-site service as compensation. If a rescheduled appointment is not made, there will be a 50% charge on the total service fee.
For ALL IN EXECUTIVE PACKAGES, there is a cancellation fee of $250 (plus any applicable travel fees). This fee is necessary because we allocate multiple staff members to accommodate these comprehensive packages, and it often involves declining other booking requests.
In the event that a return trip for photography service is requested, there will be a minimum Second Trip Service Fee of $100 CAD, covering up to 10 still photos, per trip. Additionally, the Traveling Fee is applied.
However, if the client orders additional service items, such as more still/HDR photos, panoramas, or floor plans, with a total price exceeding $149, the Second Trip Service Fee will be waived from the bill.
Photography Service Preparation & Turnaround
For our photography services, you can expect our photographer to be punctual. In the rare event of a possible delay due to factors like traffic or unforeseen circumstances, we will promptly notify you. The duration of the service typically ranges from 30 minutes to 3 hours, depending on the workload, so please plan your schedule accordingly.
Please ensure that the property is prepared for the photo shoot. It’s important to note that Solution Gate is not responsible for any landscaping or interior displays that may not meet your expectations during the shoot. We also do not handle cleaning or organization of the property, and we do not assume any liability for staging issues.
Our photographers and technicians are not authorized to make changes to the property’s existing setup or move any item weighing more than 10 kilograms or valued over $200 without the permission of the agents or owners. It is the responsibility of the agents or owners to ensure that the property is clean and well-organized.
We recommend that you, as the client or agent/owner of the property, declutter the space before our arrival. Removing personal belongings and daily items as much as possible will create a clear and bright environment for the shoot. Additionally, please ensure that all lighting fixtures are in good working order to avoid dark shadows in the photographs.
Our standard photo turnaround time is WITHIN 24 hours from 7 p.m. on the service date. We assure you that your photos will be ready by the following evening, but we cannot guarantee same-day delivery. Typically, the photos are ready around noon the following day of service, although the exact time may vary based on our workload. Rest assured, we make every effort to release photos as promptly as possible, while ensuring that each one undergoes professional color correction and touch-ups.
The following is a list of things you might like to check before the photography session:
- Clean landscape. Mow lawns and clear driveway. If the outdoor landscape is a very strong part of the property, please consider hiring a landscape professional.
- Colorful flowers and potted plants always help.
- Remove vehicles or keep them in the garage and close the garage door.
- Tidy up tools, toys, and coil outside water hoses.
- Tidy up the deck, and BBQ area. (In summer), position outdoor furniture & cushions.
- Make sure your hot tub is clean and full to ensure a good picture with the lid up.
- Clean windows.
- Please arrange for pets to be relocated during the shoot. Remove all signs of pets (bowls, rugs, pillows, toys). Solution Gate photographer has the absolute right to cancel the appointment if animals are not properly contained on the premises of the property. The client will be charged a $45 CAD On-site Surcharge per trip plus Travel Fee if the cancellation happens due to this reason. If Solution Gate photographers/technicians get hurt by the non-contained animals from the property, and without advanced notice of awareness of the animals, The clients (Agent and Owner) will be fully responsible.
- Make sure that all light globes are working where you want to photograph – both indoor and outdoor. Even during the day, they will very likely be switched on for the session.
- Clear kitchen countertops. Leave a maximum of 1-2 appliances per countertop area.
- Empty bathrooms of toiletries. Polish windows, doors, and mirrors. Toilet lids down.
- Fix or replace blinds and curtains if necessary. It is very hard to exclude those items from the pictures.
- De-clutter rooms and position the furniture in its best places.
- Colorful flowers, (fresh or fake) and battery-powered candles improve any scene.
- Set the dining table with your best dinner setting and candles if you like that look.
- Remove all Post-Its, magnets, kid’s drawings, and personal photos from the fridge, and walls.
Drone Aerials , Exterior Photo, and Videography:
All exterior aerials via drone or camera are contingent on weather conditions.
No drone photo, video or still images, or video by the camera will be taken in rain or snow.
No drone photo or video will be taken in weather temperatures below zero.
Floor Plan Service Rate & Turnaround
The pricing for our floor plan service is determined by the total measured living area, excluding areas such as the Garage, Deck, Patio, and Opening Space (unless you have specific requests that you’ve communicated to us). A finished or unfinished basement is included in the calculation for the total measured living area.
Areas like the Garage, and Deck, Patio are not factored into the final area calculation. If the final area exceeds the initially estimated quotation, the price will be adjusted based on the rates displayed on our website.
Please be noticed the floor plan drawing can NOT be finished on the same day and it usually takes up to 48 hours to finish depending on the size of the property.
Travel Fee, Reschedule & Cancellation
The Travel Fee is intended to cover various costs, including our time spent in traffic, vehicle maintenance, and fuel expenses for longer journeys. If your bill includes a Travel Fee, please consult our travel fee policy on our website: http://www.solutiongate.net/.
Please be aware that when you place an order on the Solution Gate website, the quoted price does not include the Travel Fee. If applicable, the Travel Fee will be charged in addition to the quoted price. In cases where the Travel Fee applies, Solution Gate’s customer service will confirm the amount with the client during the appointment confirmation via email or phone call.
Due to our substantial workload and tight daily schedule, if you need to reschedule or cancel a service, please provide us with at least 48 hours’ notice before your appointment time. Failing to do so will result in an additional fee, either a $50 Reschedule Fee or a 50% service fee as a Cancellation Fee. Requests for rescheduling or cancellations must be submitted to us via email or phone call between 8:30 AM and 8:00 PM.
For ALL IN EXECUTIVE PACKAGES and the DIAMOND PACKAGE, the cancellation fee is $250 (plus the applicable Travel Fee). This is because we need to coordinate multiple staff members for these comprehensive packages, and it often involves declining other booking requests.
Feature Sheet Design & Printing
If there is a feature sheet/brochure printing in your order, please understand that it will take up to two days to finish after the completion of the photos because we need to design your draft and wait for your confirmation.
Solution Gate Designer will send the design draft to you through email and it is the clients’ responsibility to reply to the opinion of approval or revision. We DO NOT be responsible for the print delay due to the unconfirmed design draft.
When you receive the design draft, you need to check if all text information is correct. Considering time efficiency, it will be better to combine all revision ideas together every time. Please give us explicit “approval to print” order if you are completely satisfied with the design draft. We will only start to print the design file once the agent confirms everything and we are not responsible for any mistake after print completion with your permission.
Pricing as per the Solution Gate website. Additional work above and beyond menu pricing on the website at $100/ hr. Solution Gate may update its pricing at any time without notice. Most up-to-date pricing is available at our website solutiongate.net
The entire quoted service prices on the Solution Gate website shall be based on the real information of the property, such as the property size and location which shall be provided by the client accurately. If the information the client provides is incorrect and causes the price discrepancy, Solution Gate will adjust the final price based on the correct information and the client is agreed to pay for the bill upon the updated price.
In a case of a completely paid order, the real price is less than the quoted price on the website due to incorrect information or any other reason, Solution Gate will convert the difference to a credit under the client’s account for the next service or refund the difference to the client within 7 days after the completion of the service.
The client agrees to incur additional costs or pay the full package price for the partial work that is completed during the allotted time for the appointment if the property is not properly staged or prepared prior to the arrival of the photographer.
Any square footage over the allowed square footage in the designated package will have surcharges:
Photo Only Package: $0.05 /sq.f
Video Only Packages: $0.05 /sq.f
3D Only Packages: $0.10 /sq.f
All-in-executive packages: $0.20 sq.f per 500 sq.f increment ( example: package allowed 2000 sq.f , final sq.f will be 2750 sq.f , surchage will be additional of $200. 750 sq.f additional , in 2×500 sq.f increment 1000 x $0.20 = $200 )
Deposit and Payment
Solution Gate does not request advanced payment for clients when placing the order through our website solutiongate.net When a client’s order is confirmed, Solution Gate will send you the invoice with detailed payment instructions, the client then can make the payment before the service, or clear the balance within 2 days from the first on-site service date.
We currently accept three payment options:
- Online Credit Card Payment (Recommended)
Our online payment link is encrypted and 100% secure (hosted by First Data Canada / Clover Payment), we cannot reach your credit card information. You can pay your bill by using your Credit Card through the payment link that we provide in the payment reminder email. The photo download link and other service files will be automatically sent to the client when payment is made.
- Interac Email Transfer
You can e-transfer the billing amount to email@example.com and set the transfer password to “solutiongate” (No capital word). The photo download link will be released once the payment is confirmed.
- In-person Credit-Card Payment
All major credit cards are accepted. No debit payment in-person
The client understands that all the service bills will be charged 13% HST.
Solution Gate Media Inc. invoices are due upon receipt. Failure to make payment in full by the invoice due date will result in a late fee interest charge of 29.99% per 30 days from the invoice date.
Solution Gate Media Inc. is entitled to place a construction lien (Construction Act, R.S.O. 1990, c. C.30) on the serviced property if invoices are not paid in full. Revoking placed lien is based on Solution Gate Media Inc.’s discretion only, after invoice(s) are paid in full, along with accrued interest, lien fee, and all legal fees.
The client will assume all risk for damage and loss resulting from the preparation, assembly, use, and operation of Solution Gate products and services. The client agrees to release Solution Gate from all liability for any damage or loss resulting from the Client’s use of the products and services. The client will indemnify Solution Gate against all claims and expenses, including legal fees, on a full indemnity basis, arising from injury to a person or property resulting from the preparation, assembly, use, and operation of the products and services.
Solution Gate will combine all the photos, panoramas, floor plans, videos, and brochures into a professional web page that includes all necessary navigators and buttons. The web page includes a management portal so the Client could easily search and find the property in SOLUTIONGATE.NET (Solution Gate Hosting Platform) The web page is under the solutiongate.net domain and we are NOT responsible for transferring the data to a different website rather than solutiongate.net . The cost of a professional premium webpage portal is $45 per tour unless it’s given to the client on promotion packages or other inclusive packages.
The web portfolio page will be expired 12 months from the first-page release date. The client needs to pay a $45 Tour Extending Fee for an additional 12 months, and $25 per month for extending the Matterport Virtual Tour after 3 months complimentary matterport hosting.
Photo Copyrights and Usage
All works produced for the Client may be used by that Client for general marketing associated with the current sale of the photographed property in accordance with local MLS rules. Marketing in a larger publication or as a special feature in print requires that photos be marked with the following copyright notice near the photos printed: “Copyright © Solution Gate Media”. Copyright in work (photos, videos, floor plans, and other artistic and intellectual property) shall be owned entirely by Solution Gate Inc.
A license is granted only to the Client and not to any third party. The license is only valid from the time full payment for services has been made. The client agrees that any usage of the photos by a third party, including but not limited to architects, builders, stagers, designers, sellers, or buyers is prohibited unless approved in writing by Solution Gate.
All images and media content produced by Solution Gate Media Inc. are copyrights of Solution Gate Media Inc. and are protected by the Canadian Copyright Act. Licenses issued are contingent upon payment. Non-payment, refusal of payment or reversal of payment will constitute a direct violation of our copyright as outlined in the Canadian Copyright Act, which prescribes a minimum statutory fine of $500 and a maximum statutory fine of $20,000 per violation. This license entitles the Licensee to use the images as outlined within this contract. This license does not transfer ownership of any images in any way.
Licensees are not permitted to sell or distribute any of the images produced, through email or hard copy, to their third-party clients, stagers, contractors, or any other third party for any reason, without written consent. Real Estate Photography does not authorize the use of any materials we produce (i.e. Feature Sheet PDF’s, photographs, etc.) for listing
I. The term of the license is relative to the listing agent and the property listed for sale.
II. The Licence will expire once the property is no longer listed for sale by the licensee.
III. The license cannot be extended or transferred to any third party.
3D Virtual Tours (Matterport Tour)
All Virtual Tours will be hosted for 3 months at no cost. After 3 months extension can be provided for no charge for an additional 1 week if the property is not sold. Any extension after there will be a monthly charge of $25.
Property Matterport 3D Tour will be archived 1 week after the property is sold within its 3 months of hosting. The Matterport virtual tour can be re-activated per request for a period of 48 hours after it has been archived and the property is sold.
360 Virtual Tours (iGuide Tour)
All iGuide virtual tours will be hosted for 12 months from the activation date free of charge. A hard copy will also be emailed to the client as per request free of charge upon request.
Disclaimer of Warranties and Limitation of Liability
SOLUTION GATE MEDIA INC.’s SITE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. NO REPRESENTATIONS OR WARRANTIES OF ANY KIND ARE MADE, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS SITE. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, SOLUTION GATE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THIS SITE’S OWNER DOES NOT YOUR USE OF THIS SITE IS AT HE/SHE SOLE RISK. WARRANT THAT THIS SITE, ITS SERVERS, OR E-MAIL SENT FROM THIS SITE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. THIS SITE’S OWNER WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES. CERTAIN PROVINCIAL AND STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO THE CLIENT, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU AND YOU MIGHT HAVE ADDITIONAL RIGHTS.