Frequently Asked Questions.

We understand that it is important to get your listing up as soon as possible.

Below you will find our standard approximate turn-around times. Whenever possible we try to exceed these! Actual may vary +/-

Please plan your listing date accordingly.

Photos, 3D Tours/Floor plans: End of next business day by 11:59PM

Video Products: End of second business day by 11:59PM

*Weekends are not included in delivery timelines*

We are closed Saturday & Sundays as well as all statutory holidays within Ontario.

If you have a weekend request, please send it through and we are happy to see if anyone on our team is available to accommodate the request. A weekend surcharge will apply.

We understand that cancellations and rescheduling can sometimes be unavoidable. Please see our policy and fees below so you can make an informed decision. These apply for any weather related scenarios as well

Rescheduling Fees:

24-48 Hour Notice - No Fee

Less than 24 Hour Notice - $150

On-Site - $300

Cancellation Fees:

24-48 Hour Notice - $150

Less than 24 Hour Notice - $300

On-Site - Full payment for order required

On-site Delay Fees:

$50/hr (billed in 30 minute increments)

While we have a fairly large service area with no fees, more rural areas will be subject to a travel fee to accommodate the additional time and fuel costs. This fee varies and we can confirm the exact cost upon booking.

All of your completed content will be available to download from your client portal!

Once the content is edited and uploaded, you will receive an email and/or text message that your content is completed with links to the project.

Payment is due upon delivery of your content and the invoice is available to view, download and pay right in your client portal!

We accept most major credit cards (unfortunately we do not accept Amex)

To avoid possible credit card fees, please consider e-transfer by sending the amount due to [email protected] and reference the address of the listing.

Late fees will apply on any outstanding invoices. Your prompt payment is appreciated! Outstanding invoices not paid within terms are subject to a 2.50% monthly (30% per annum) finance charge. Please review your account carefully to ensure all payments are up to date.

We are only able to create one invoice per project. It will be in the name of the agent who booked the listing.

You are able to make a partial payment towards the invoice if you are splitting the cost and download the transaction receipt from the project delivery page.

Otherwise, we recommend one agent invoice the other for their portion.

Our pricing is based on high volume, repeat clientele and limited usage. As such, our services are already priced as low as we can offer.

If you wish to pre-pay a lump sum, you can earn extra credits on your account. To learn more about this, please visit www.getonelook.com/prepay

Another way to earn credits on your account is our lucrative referral program! You can earn $200 in OneLook credit for every successful referral, and your colleague also earns $200. You're individual referral code can be found in your client portal under "Balances & Payments"

We do not offer discounts otherwise.

We wish we could control the weather! How great would that be?!

We will shoot in most weather. The decision to cancel or postpone is ultimately up to you and your client.

We are happy to reschedule, however sometimes that means waiting a few days longer than you planned to get your listing up. There are also fees associated with cancellations and rescheduling.* (See above Cancellation Policy FAQ)

If your listing is time-sensitive, we recommend leaving your appointment as is.

*Note: Aerial services are subject to weather as we cannot fly in any bad weather, including high winds, light rain or snow, or other storms. We reserve the right to make a judgement call to not complete aerial services if we believe that the weather could put ourselves or our equipment in danger.

What can we do to make the photos look great? We offer blue sky replacements on photos where there was grey sky. *Not available for video

Your photo and video content will typically always be available in your portal for when you need it. However, it may be archived after an undetermined period of time. We recommend downloading the content and storing it on a local drive so you can access it again in the future.

3D tours are only hosted while the listing is active. If the listing is removed due to it selling, the listing expiring or is taken down, even temporarily, the tour will be archived. If you are re-listing and find your tour links are no longer active, please send us a message and we will reactivate them again. A $25 reactivation fee will apply.

Short answer - no. OneLook owns any and all content it creates. As a client, you are purchasing the usage of the content created, not the content itself.

Photographers and content creators are the default owner of the copyright for all content they create. This is according to the Canadian Copyright Act.  Click here for more information.

We extend a limited non-transferable usage license to you to use the photos/video/tours for the purpose of marketing your listing while it is active on the market.

This limited usage, non-transferable, non-exclusive license allows you to use the photos for digital and print marketing to promote your listing while it is active.

We also allow you to use this content to promote your business in order to gain new clients.

Photos and other content may not be shared with any third party (stagers, builders, interior designers, architects, etc.) for commercial purposes.

Should a third party inquire about using the photos, please refer them to contact us to purchase a license based on their intended usage of the content.

Photos and other content may not be shared with any other agent if they are taking over your listing unless given express permission from OneLook Productions Inc. There is a relicensing fee for this scenario.

Can I give the content to the homeowners?

We do allow you to give the homeowners these photos to hold on to as sentimental value, however, they are also not to sell them or use them for any commercial purposes, including other agents.

You may not sell or give our content to other agents.

If a new agent is interested in using our content, and you agree to this, they may contact our office directly to purchase the usage license.

We provide 30% of what is purchased back to the original listing agent in the form of OneLook Credit on their account.

If you have spent money on staging or cleaning in preparation for the listing content, we recommend charging a fee to the new agent to help cover these costs as part of your agreement for them using the content.