Solution Gate Ltd. (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
Clients need to contact Solution Gate to schedule a service appointment by email/phone call/online order. Solution Gate will contact the client through email/phone to confirm the schedule within 12 hours after the order was completely placed on the solutiongate.net website, or by phone and email. Solution Gate does NOT responsible for any loss due to the late response of the confirmation email/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 regular service period is Monday to Saturday from 8:30 AM to 8:00 PM. The twilight& night photography service needs to be confirmed by phone call only. If you require a same-day rush appointment or servicing on Sunday or any public holiday, there will be a $50 CAD additional charge applied on top of the regular service fee. This does not include rush turnaround time. Please inquire for more details.
If Solution Gate photographer arrives at the property but does not have access to provide service (lock-box cannot be opened or agent/owner does not show up) within 15 minutes, Solution Gate photographer may not provide service at the time because we need to catch up the next order without delay. If this happens, you need to reschedule a new appointment with Solution Gate by calling customer service. The client will be charged $50 (plus the travel fee if applied) for the unfinished on-site service as compensation if rescheduled an appointment, and if not there will be a 50% charge on the total service fee.
The cancelation fee for ALL IN EXECUTIVE PACKAGES is $250 (plus the travel fee if applied) due to us having to arrange multiple staff for all in executive packages as well as declining other bookings.
If a return trip of photography service is requested, there will be a minimum Second Trip Service Fee of $100 CAD (up to 10 still photos ) per trip plus the Traveling Fee is applied. If the client order more service items (such as more still/HDR photos, panorama ,or floor plan) that are priced more than $149, then the second trip service fee will be waived from the bill.
Photography Service Preparation & Turnaround
For photography service, our photographer will be there on time for your services. We will give you timely notice if there is any possible delay due to the traffic or other reason. The service will be finished in around 30 minutes to 3 hours depending on the workload, so please arrange your time accordingly.
Please make sure the property is ready for photo shooting. Solution Gate is not responsible for any improper landscaping, or interior display during the shooting time. We are NOT responsible for cleaning and organizing the property, and we do not undertake any consequences due to the staging issue. Our photographers/technicians are NOT allowed to change any property’s current setups or move any item that is more than 10KG or valued more than $200 without agents ’/owners’ permission. It’s the agents’/owners’ responsibility to make sure the property is clean and organized. We suggest the Client or agent/owner of the property thoroughly de-clutter prior to our arrival. Take off the personal belongings and daily stuff on the property as much as possible and keep the property clear and bright. Also, make sure all lightings work well so we can avoid some dark shadow.
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.
Photo shooting times vary from as little as 30 minutes for basic service to up to over 3 hours for pro photos, panoramas, HD videos, or floor plan measurement–depending on the size of the property. If you require additional photos at other locations (e. g. parks, schools, neighborhoods), there will be an additional fee accordingly.
Our regular photo turnaround is WITHIN 24 hours from 7 p.m on the service date. We can guarantee that the photo will be ready by the next day evening, but we cannot guarantee the photo will be released on the same day evening. Usually, the photo can be ready around midnight, but it really depends on the workload, we will try our best to release photos as soon as possible but we need to make sure all the photos are processed with professional color correction and touch up.
We provide standard large size and MLS size photos to the client.
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 floor plan service price is based on the total measured living area which does not include the Garage, Deck, Patio, Opening Space, and unfinished basement WITHOUT FRAME (if you have a special request, please notify us). The finished basement will be accounted for as a total measured living area calculation. Garage, Deck, Patio, Opening Space, and Unfinished Basement area are not accounted for final area calculation. The price will be adjusted based on the rate on our website if the final area is over the initially estimated quotation. For property more than 5000 sqft, the surcharge will be $0.12/sqft.
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 compensates for some of our time in traffic, wear-and-tear on vehicles, and fuel costs for the extended travel. If there is any Travel Fee in your bill, please refer to our travel fee policy here:
The client understands that when you place an order on the Solution Gate website, the quoted price does not include the Travel Fee. The client understands that the Travel Fee will be charged if applicable besides the summed quoted price. In case if the Travel Fee shall be applied, Solution Gate customer service will confirm with the Client about the Travel Fee amount during the appointment confirmation email or phone call.
Please understand that we have a very large workload and tight appointment schedule every day, therefore if you want to reschedule or cancel the service, you need to notify us at least 48 hours before your appointment time, otherwise, it will cost you an extra $50 Reschedule Fee or %50 service fee as Cancellation Fee. The reschedule or cancellation request must be submitted to us through email or phone call (8:30 AM to 8:00 PM).
The cancelation fee for ALL IN EXECUTIVE PACKAGES, DIAMOND PACKAGE is $250 (plus the travel fee if applied) due to us having to arrange multiple staff for All-in Executive Packages, and Diamond Package as well as declining other bookings.
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
Video Only Packages: $0.05
3D Only Packages: $0.10
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 SGTOURS.CA (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 or sgtours.ca. 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.
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.