JS Visuals Refund, Reshoot & Revision Policy

We fix it first.

If an image, video, floor plan or other deliverable contains a genuine editing error on our side — for example a colour cast, a crooked frame, an image missing from the booked set, the wrong agency branding, or a file that will not open — tell us and we will correct it within a reasonable time.

If something has slipped through, we would rather hear about it than have it hold up your campaign.

A revision corrects an error against what was booked. We correct genuine editing errors on our side.

A creative change is a new instruction — a different look from the one we delivered rather than a mistake. Examples include:

• Making the images warmer, cooler, brighter or darker;
• A different sky or a different time of day;
• A different furniture style or layout in a virtually staged room;
• Re-cropping or re-ordering a delivered set;
• Removing items that were present on the day and were not booked for decluttering; or
• Any edit beyond the scope set out in your booking confirmation.

Creative changes may be quoted before we proceed. Per-image add-ons such as virtual staging and photo decluttering are charged as booked. Add-ons requested after delivery are quoted as a new edit.

If a shoot cannot be completed, or a deliverable cannot be produced to our standard, for reasons within our control — an equipment fault, a scheduling error on our side, or a technical problem with the files — a reshoot is arranged with you.

Property presentation, access and weather are outside our control. The shoot captures the property as it is presented on the day, and a return visit for these reasons is handled as set out in our Terms & Conditions and your booking confirmation.

Twilight photography depends on the sky at dusk. Drone photography and video depend on weather, airspace and Australian aviation regulations, and we will not fly where it is unsafe or not permitted.

Where conditions stop the twilight or drone part of a booking from going ahead, we tell you on the day and reschedule that part by agreement. The rest of the shoot goes ahead as booked. Where a part of a booking cannot be delivered at all because of regulations that apply to the property’s location, the amount for that part is refunded.

If you need to cancel or reschedule, please tell us as early as possible so we can offer the time to another client. We will do our best to accommodate changes.

Any charges that apply to cancellations, late changes or missed appointments are as confirmed in your booking confirmation. Where we cancel or reschedule for reasons within our control, the new time is arranged with you and any amount you have paid in advance is handled as confirmed in your booking confirmation.

A refund applies where:

• We have made a billing error — the error is corrected and any overpayment refunded;
• We cannot deliver a booked service, or part of one, and it cannot be rescheduled — the amount for that service is refunded; or
• A refund is required by law.

Refunds are limited to the service or part of a service affected. An issue with one deliverable does not entitle you to a refund of the whole booking or package where the rest was delivered as booked. Any refund is processed within a reasonable time.

Once media has been delivered and accepted, the fees for that service are not refundable, except where required by law. Delivery does not stop you from reporting a genuine editing error — we will still fix it.

Refunds are not provided for a change of mind, a change of creative preference, a property that has been withdrawn from sale or lease after the shoot, or presentation and access issues on the day.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes those guarantees or any other right or remedy you have under law. Where a service fails to meet a consumer guarantee, you are entitled to the remedies the law provides.

Email hello@jsvisuals.com.au or call +61 424 605 130 with:

• The property address;
• The images, video or files concerned;
• A short description of the issue; and
• Anything else that helps us see what you are seeing.

We will review the booking and the delivered files and come back to you within a reasonable time with a fix, a reshoot, a quote for a new edit, or a refund — whichever this policy calls for.

JS Visuals
Sydney, NSW, Australia

We may update this Refund, Reshoot & Revision Policy from time to time to reflect changes to our services, pricing or legal requirements. Updates apply to bookings made after the “Last updated” date; the policy in force when you booked applies to that booking. The latest version is always available on our website.