FAQ
COMMON
QUESTIONS
Does the photographer stage/help prepare the home before taking photos?
The home/property should be photo-ready when the photographer arrives. Our photographers do not mind moving some small items, if necessary, but if they can spend their time taking great photos you will get better results. We do not want to lose sight of what we are there to do.
What is your service area, and do you charge additional drive time fees?
Please reference our service area map and drive time fees, if applicable, here.
What are your hours, and do you offer weekend appointments?
Office hours are Monday-Friday, 9 am – 5 pm. Photography appointments are scheduled Monday-Friday.
How do I schedule an appointment?
Our website offers 24/7 online ordering. If you require assistance with an order or have any questions about our services, feel free to reach out to our office via email at [email protected], by phone or text at 281-815-2004, or through our online chat.
Can the homeowners be notified of the shoot date/time as well?
Yes: when placing an order online you can specify who to schedule with and provide contact info. We’ll reach out to the customer or homeowner the day before their scheduled appointment to confirm the estimated arrival time of the photographer. Appointments scheduled on a Monday will be confirmed the Friday before their appointment.
What should I do to prepare for the photoshoot?
Please reference our “preparing your home” guide for helpful tips to ensure your home and property are photo-ready. A downloadable checklist is available here to share with clients and homeowners.
How long does it take to complete a shoot (at the property)?
Appointment duration is based on the size of the home & services ordered. The average time is 30 minutes to 1.5 hours.
What are your turnaround times?
- Flash Photography – 24 hours*
- HDR Photography – 24 to 48 hours*
- Most marketing materials including videos – 24 to 72 hours*
*Regular business hours. Does not include weekends.
How many pictures will I receive?
Depends on the package ordered. We have photo packages ranging from 10 to 50+ images.
How do I receive my media?
All media will be available in your portal. All photos are high-resolution and optimized for use on HAR and in marketing materials. Please note: Order must be paid to download images and access marketing materials.
Do you upload to the MLS?
Yes: For Houston/Metro we can upload pictures to incomplete, coming soon, or active status on HAR. For Bryan/College Station we cannot upload pictures to the listing.
Who owns the rights to the photos?
All Rockbait images are copyrighted (the intellectual property of Rockbait Photo Tours), and we license our images to the customer for use based on the package you purchase. Please review our terms and conditions for more information.
How do I reschedule my appointment?
Appointments can be rescheduled through your online portal at least 48 hours in advance. If your appointment is less than 48 hours away, please contact our office.
What is your cancellation/refund policy?
There is no fee for rescheduling or canceling an appointment if you provide at least 48 hours’ notice. Appointments canceled 48+ hours in advance may receive a full refund. Same-day cancellations, or less than 48 hours’ notice, may be subject to a $25 cancellation fee. If the photographer is en route or arrives at the property and cannot take photos, a $50 cancellation fee will be applied.
I forgot my password and cannot log in to my account - how do I reset it?
Use the password recovery process and follow the steps to reset using the email address associated with your account when you set it up.
Can I customize a package?
Yes: choose as many services as you need or select one of our bundled packages and save $.
How far out should I book an appointment?
The more notice the better, but many times we have available spots within a day or two.
Do your photographers have access to any form of an electronic lockbox (Supra)?
- Houston/Metro – Yes: all photographers have supra keys. The 7-digit CBS code must be provided. For instructions to obtain the CBS code, please click here.
- Bryan/College Station – No: Combo, keyless entry, or the agent/homeowner must meet the photographer to access the property.
What if I cannot meet the photographer?
Photographer can enter utilizing their Supra’s with the 7-digit CBS code, combo, keyless entry, garage door code, etc.
What if I need to contact someone the day of my dusk photo shoot?
Please contact our office at [email protected] or call/text 281-815-2004. If after hours, please text 832-334-9276.
What if the weather is bad?
If weather conditions are too bad and are unsafe for driving, we will likely cancel all photoshoots. In the case of rain or overcast skies, the decision to proceed or reschedule is ultimately up to the customer. We do not cancel or reshoot exterior shots if it’s overcast; however, customers can add exterior photo enhancements, including sky replacement, to their order at any time.
Can I request a certain photographer?
Our photographers service certain geographic areas. If they are available and will be in the requested area, we will do our best to accommodate your request. But if not, please understand it is out of their service area.
I need a few pictures retaken – how much is a reshoot and how do I schedule that?
The retake fee for exterior-only shots or up to two rooms/areas, on average, is $95 plus tax. If there are more than two rooms to be photographed, a new photo package is required. Customers can request a reshoot online using our ‘Exterior only/Retake’ order form.
When/How do I pay?
Payment is made when ordering online. If ordering by phone or email, an invoice will be added to your portal with the ability to pay online.