Terms and Policies

Terms & Conditions

Any use of the website realfoto.ca constitutes an agreement to be bound by our terms and conditions of use, which together with our privacy policy govern Realfoto Media Inc.'s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The use of this website is subject to the following terms of use:

  • The information contained in this website is for general information purposes only, and is subject to change without notice. While we attempt to keep our website information up to date and correct, we make no representations or warranties of any kind, express or implied, about completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website.
  • This website may use cookies to monitor browsing preferences. If you do allow cookies to be used, personal information may be stored by us for use by third parties.
  • Neither Realfoto Media Inc. nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. The use of any information or materials on this website is entirely at the user’s own risk, for which Realfoto Media Inc. shall not be liable. It is the user’s responsibility to ensure that any products, services or information available through this website meet the user’s specific requirements. In no event will Realfoto Media Inc. or any third party be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
  • This website contains material which is owned by or licensed to Realfoto Media Inc. This material may includes, but is not limited to, design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice posted on this website, and which forms part of these terms and conditions.
  • All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Through this website you may be able to link to other websites which are not under the control of Realfoto Media Inc. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
  • Realfoto Media Inc. takes no responsibility for, and will not be liable for, this website being temporarily unavailable due to technical issues beyond our control.
  • Any use of this website and any dispute arising out of such use is subject to the governing laws of Canada.


For the sake of these documents, "We" refers to Realfoto Media Inc. and "You" refers to our clients. Policies are subject to change without notice. Please make sure you are familiar with our current policies. We are happy to provide clarification as needed.

These policies were last modified on June 3rd 2020


If you choose to use our Service, then you agree to the collection and use of information in relation to this policy. The Personal Information that we collect is used for providing and improving the Service. We will not use or share your information with anyone except as described in this Privacy Policy.

Information Collection and Use

While using our Service, we may require you to provide us with certain personally identifiable information, including but not limited to name, email address, agent ID, brokerage information, phone number, payment information, and listing information. The information that we request will be retained by us and used as described in this privacy policy.

We use your information to contact you, link your listings to the MLS service and other services you are subscribed to, deliver your content, take payment, and enable prospective buyers to contact you through Uplist.ca.

We do not disclose your personal or listing information to any other clients or non-relevant parties.

Our service does use third party services that may collect information used to identify you.


Cookies are files with small amount of data that is commonly used an anonymous unique identifier. These are sent to your browser from the website that you visit and are stored on your device internal memory.

This Service does not use these “cookies” explicitly. However, the app may use third party code and libraries that use “cookies” to collection information and to improve their services. You have the option to either accept or refuse these cookies and know when a cookie is being sent to your device. If you choose to refuse our cookies, you may not be able to use some portions of this Service.

Service Providers

We may employ third-party companies and individuals due to the following reasons:

  • To facilitate our Service;
  • To provide the Service on our behalf;
  • To perform Service-related services; or
  • To assist us in analyzing how our Service is used.

We want to inform users of this Service that these third parties have access to your Personal Information. The reason is to perform the tasks assigned to them on our behalf. However, they are obligated not to disclose or use the information for any other purpose.


We value your trust in providing us your Personal Information, thus we are striving to use commercially acceptable means of protecting it. But remember that no method of transmission over the internet, or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.

Links to Other Sites

This Service may contain links to other sites. If you click on a third-party link, you will be directed to that site. Note that these external sites are not operated by us. Therefore, we strongly advise you to review the Privacy Policy of these websites. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

Children’s Privacy

These Services do not address anyone under the age of 13. We do not knowingly collect personally identifiable information from children under 13. In the case we discover that a child under 13 has provided us with personal information, we immediately delete this from our servers. If you are a parent or guardian and you are aware that your child has provided us with personal information, please contact us so that we will be able to do necessary actions.


Clarifies the expectations we have of you regarding prompt payment and acceptable methods of payment.

Payment Terms

Invoices are issued by email upon completion of work. All invoices will be considered overdue 30 days after issue. At that time they will be subject to collections.

Payment Methods

Acceptable payment methods include:

  • By credit card over the phone or online, through the prompts in the invoice email.
  • By credit card, charged automatically when invoices are issued (must be prearranged).
  • Paypal, addressed to accounting@realfoto.ca
  • Interac e-transfer, emailed to accounting@realfoto.ca
  • By brokerage cheque, for those offices we have a payment arrangement with.
  • By cheque, mailed to:
    Realfoto Media Inc
    2725 Rock Bay Avenue
    Victoria BC, V8T 4R8

NSF Cheques

Should a cheque be returned for insufficient funds, a fee of $45 will be charged and payment in full of both the original amount and the NSF fee will be due immediately and may be subject to collections.

Right to Refuse Service Due to Overdue Account

We reserve the right to refuse service to any client whose account is overdue. The amount by which these arrears result in refusal of service is wholly our discretion, as are any payment plans or arrangements for future service.


Should your account become significantly overdue either in amount or lateness of payment, it may be referred to a third party collections agency or taken to Small Claims court. In this case you will be notified and given 20 days to pay your account in full before action is taken.

Damages and Refunds

Explains the limits to which we assume responsibility for damages, and clarifies the situations under which moneys paid may be refunded or services discounted to support our goal of positive long-term client relationships.


Barring situations of gross negligence, damages are limited to the total value of the services provided.

Photography and Videography

Photographers are contracted to shoot the property as-is. Any moving of decor or waiting for on-the-spot cleaning is above and beyond the scope of our services. Photographers will be as helpful as they deem possible, within the time constraints of a standard 30 minute appointment.

  • If you are unhappy with photographs due to staging or readiness of the property, we will arrange a return shoot at a non-negotiable reduced rate.
  • If you are unhappy with the quality of the photographs for a reason deemed to be the fault of the photographer, we may, at the sole discretion of Photography Department management, offer a re-shoot, free of charge.

In either of the above situations, you will be invoiced for the full rate for the original photo shoot appointment, and will be expected to remit payment as per our payment policy.

Floor Plans

If a floor plan error is made at the fault of the measuring technician, we will amend the error, free of any additional charge. Most errors can be fixed without a return visit, and we will make every attempt to amend errors in this fashion both to provide prompt revisions and to reduce disruption to property owners and tenants.

Virtual Open House

Virtual Open Houses are shot as-is. Shuffling of excess decor from room to room is impossible due to the nature of the technology.

  • If you are unhappy with a virtual walkthrough due to staging or cleanliness, a return shoot will be scheduled for a non-negotiable fee, based on the work required.
  • If operator or technological error results in an unusable 3D walkthrough, we may, at our sole discretion, arrange a re-shoot, free of charge.

In either of the above situations, you will be charged the full rate for the original 3D scan appointment, and will be expected to remit payment as per our payment policy.

Cancellations and Late Arrivals

Clarifies the expectations we have of you regarding client-provided access to worksites, and to describe the fees associated with untimely cancellations and no-show appointments.


We value your business and understand that the reasons for cancellation are often complex and/or out of your control. We will accept cancellations at no cost, only to a minimum of three hours prior to the scheduled appointment(s), and all effort will be made to reschedule the appointment(s) according to your needs, no questions asked.

Late Arrival/No-Show of Client Provided Access

Technicians will wait at a scheduled worksite for 15 minutes, or a longer time determined solely at our discretion, should the you, or your designated individual providing access, be unavailable. In these situations our technicians and/or office staff will make all reasonable attempts to contact you by phone and page to find an acceptable solution within the given time limit.

Should you be concerned you will be unable to provide timely access within these parameters, you are welcome to provide us with keys for access to the property on the business day prior to the appointment.

Should the scheduled technician(s) have to leave the work site after the designated waiting period has elapsed without completing the requested services, you will be charged a $45 cancellation fee per technician (to a maximum of $90) and all efforts will be made to reschedule the appointment(s), at full price, according to your needs.

On-Site Cancellation

If a property is not ready for the requested services (for example, is not clean enough for photos, or is inaccessible for measurement due to locked areas), an on-site cancellation fee of $45 per technician (to a maximum of $90) will be charged, and all efforts will be made to reschedule the appointment(s) according to your needs.

If requested services can be only partially completed, the appointment(s) will be invoiced at full price, and applicable re-visit fees will be charged to return to the work site to complete the services.

On-Site Damage

Establishes a consistent procedure for finding a resolution when damages occur at the fault of a Realfoto employee while working on-site at a private property or business.

When Damage to Personal Property Occurs

Should one of our employees be partially or wholly at fault in the damage of an item or building component at a job site, we will repair or replace the item or component. Whether an initial attempt to clean or repair the item is made before direct replacement is arranged is at our sole discretion.

In these situations, our management team will work with the client who placed the order to arrange repair/remediation/replacement with minimal inconvenience to the homeowner.

When Property Goes Missing

If an item is reported missing, we will first discuss the situation with the technicians who were on site. It is almost certain that the item has been moved out of sight for a photo, and the technician forgot to return it to its original location.

Should the missing item not be found, we request that the homeowner file a police report. We will co-operate completely in any investigation and take any necessary steps to mitigate any future situations of this nature.

Limitation of Liability

Should an item over $1000 in value be damaged or stolen, at the fault of our employee, with reasonable proof, the company will pay the deductible for the property owner’s insurance on said item, and assist in remediation of the situation as much as is reasonable.

Content Ownership, Storage, & Resale

Clarifies our right to media created within the scope of services provided, and explains the procedures in place for content resale. Further, explains of our content retention practices.

Ownership and Moral Right to Content

We retain ownership of all content created, collected, assembled, or otherwise gathered in the course of our standard services. You purchase the right to use the content within a given context, and do not gain ownership of any content created or gathered by us.

By purchasing services from us, you agree not to sell or distribute content created or gathered by us for commercial use, beyond the one-time context under which the content was originally purchased. For example, you purchase photos from us for the purpose of marketing a house for sale. You may distribute those photos as part of the marketing of that house. You may not sell those photos to another realtor who takes over the listing.

Content Resale

We reserve the right to resell any and all content created or gathered in the context of normal contracted services.

Stolen Content

We reserve the right to seek remedies and recover damages should content created under our copyright be used, outside of its original single-use purchase, for commercial purposes.

Content Archive

We do not guarantee that any content created or gathered in the normal course of our services will be retained. It is our procedure, however, barring digital content loss out of our control, to keep all content for a minimum of 1 year. We welcome you to contact us looking for content you have purchased in the past to be re-sent, but we recommend you keep a backup of your purchases after the initial download email is sent.

Twilight Photoshoots

Clarifies the availability of our twilight photoshoot service and the circumstances in which our photographers may be obligated to cancel a photoshoot, in order to consistently provide quality products to our clients.

Conditions Required for Twilight Photography

Twilight photographs must be taken in the approximately 30 minute window around sunset. While clear skies are not necessary, precipitation or excessive wind will ruin a twilight photoshoot.

Scheduling Twilight Photography

Our photographers are not obligated to work evenings in addition to their 9-5 weekday shifts. They are given the opportunity to volunteer, and thus twilight photography is scheduled on an as-available basis. We make all reasonable effort to incentivise these shoots to provide for your requests.

Cancellation at Photographer’s Discretion

All effort is made to schedule photo shoots when weather is fair. If, by 4:30 pm on the day of a scheduled shoot, poor weather precludes acceptable quality, and if you are unavailable by phone, email or page, cancellation will be left to the discretion of the individual photographer. In these situations, we stand by the decision of the photographer. If the photographer arrives for a confirmed appointment during the scheduled time window to find that interior and exterior lights have not been turned on, photos will be taken and you will be charged in full.

Floor Plans

Explains the standard of floor plan accuracy, and your role in proofing delivered plans.

Measurements Within Industry Standard

Industry standard floor plan accuracy is within 2% of as-built dimensions. Square footage includes the thickness of walls. In the case of walls shared between strata properties, the thickness is estimated, and half the wall thickness is included in published square footage.


We measure floor plans using laser measuring technology, accurate at least to the inch. Square footages are calculated through area plotting on CAD software. Ceiling heights and built-in features are included on plans, furniture is not.

Billable Square Footage

Charges are for all finished and unfinished square footage including but not limited to garages, carports, pool decks, and outbuildings. Patios, decks, balconies, porches, and crawl-spaces under 4’6” in height are included free of charge whenever possible.


We consistently provide floor plans to industry standard (accurate within 1-2% of actual dimensions). We makes no absolute guarantees as to accuracy, and each floor plan includes a disclaimer to protect our clients in the rare case that an error is made. It is our practice not to make lot size measurements as we are not certified surveyors.

Strata Measurements

It is not uncommon for Strata measurements to differ from as-built dimensions due to changes during construction or differences in area calculation standards. We will publish strata measurements in place of as-measured square footage upon request. We will not arbitrarily change published square footage without objective, measurable cause.

Floor Plan Proofing

We expect clients to examine floor plans for errors including, but not limited to, typographical, labelling, and interpretation of space type (finished vs unfinished) errors. We use our discretion to apply the standards of the local market to allocate areas appropriately as "Finished" and "Unfinished" as part of a "Total" floor area. Ultimately, it is the client’s responsibility to ensure that the advertisement of "Finished", "Unfinished" and "Total" square footage accurately reflects the requirements of any applicable legislation. We will promptly amend any errors or omissions that are brought to our attention.


Clarifies the availability of aerial drone photo shoot and videography services and the circumstances under which we may be obligated to cancel a shoot.

Requirements for Safe, Legal, and Beautiful Aerial Photo/Videography

We employ a licensed commercial UAV pilot, who complies with all standards and regulations set out by Transport Canada. Limits and restrictions are applied to where, when, and how UAV’s are flown for commercial use. We will not accept aerial work that our licensed pilot and spotter, or the governing authorities, do not approve. Clients whose flight requests are not approved will be informed in a timely fashion. A flight that is not approved is non-negotiable. We stand behind the rulings of our pilot, spotter, and the appropriate governing authorities.

The UAV can not be flown within 30 horizontal metres of public roads, passers-by, or neighbouring property. In cases where neighbouring property is the only barrier to acceptable flight, We will provide a waiver to clients, who must deliver signed, dated copies of the waiver (for all applicable properties) to us no later than 12:00pm of the business day prior to the scheduled flight. In these cases, use of the waiver is non-negotiable and must be the responsibility of the client.

For safety reasons, the UAV is not flown if there is any form of precipitation. Should this cause a shoot cancellation, a new flight plan will be filed and the shoot will be rescheduled at the soonest possible opportunity.

Booking Requirements

Should the Environment Canada weather forecast show a likely chance of precipitation over 8 of the next 10 business days, we reserve the right to refuse to schedule a shoot. In these cases, we will wait for an acceptable weather forecast before making a booking. These conditions are wholly at the discretion of our booking agents and UAV team.

On Site

We understand that a flying drone is exciting! However, for safety, liability, and quality reasons, no individuals unconnected with direct piloting of the UAV may be near the shoot area. In these situations our team will direct any nearby spectators to a safe location. In cases where spectators are noncompliant, we reserve the right to cancel the shoot and bill a cancellation fee. There are to be no minors in the flight area.

Print Turnaround & Misprints

Establishes a consistent and reasonable turnaround time for print products that works with your schedule while also maintaining realistic delivery goals, and explains the proofing process.


While we are often able to deliver same-day, items are guaranteed to be delivered to brokerage offices in the Victoria area by the end of the next business day from final approval to print.

Pick Up:

Items are guaranteed to be ready and available for same-day weekday pick-up at our office at 2725 Rock Bay Avenue, at 4:30 pm, if final approval to print is given by 2:30 pm.

Digital Delivery:

Digital items are guaranteed to be emailed on the same business day as final approval is given.

Proof and Revision Turnaround Time:

It is our best intention and common practice to send proofs and return revisions within 5 business hours. Our business hours are 8-5, Monday to Friday. Our intention and goal is to always give the fastest reasonable turnaround time.

Best Practices:

This policy establishes our guarantees and minimum commitments. To thrive in a time-sensitive Real Estate market, we strive to provide the quickest turnaround possible while providing a quality product.


Proofing is a balance of requiring your responsibility and care in approving digital proofs, as well as our accuracy in creating them. This is a human process and recognizing that mistakes and oversights do happen. You are expected to thoroughly look over your digital proofs before approving them for print. It is recommended that you view proofs on a full size tablet or monitor.

Cost of Misprinted Materials:

When an error is discovered in an order that you have approved for print and has been printed, you will only be charged for those prints at cost. Cost will be determined by the Print Department Head and shall include all supplies, toner, employee time, and delivery costs used for the order.

Cost of Revised Re-Prints:

You will be charged at full price for the corrected re-prints.

Revised Re-Print Turnaround Time:

Approved proof misprint job reprints will be prioritized as much as is reasonably possible, in effort to get you your products as quickly as possible.


We take full responsibility for errors in your name and brokerage, and listing address and region, as it applies. Should one of these errors be the cause of a re-print, the at-cost fee for the original prints will be waived. You will be charged full price for the re-print.

Sign Post Installation

Establishes reasonable parameters around acceptable installation, maintenance, and responsibility for return of vinyl sign posts and client-provided signs.

Sign Post Availability, Condition, and Installation

Please note that we do not rent sign posts to be installed by anyone other than our technicians. Thank you for understanding.

We ask that client sign boards are either stored at our office or dropped off at the subject property prior to the installation date. We are able to hang signs between 24” and 36” wide and tall. We are unable to create custom or wooden sign solutions.

We make every effort to install clean, undamaged posts with functioning topper clips. Sign posts are used outdoors and may become dirty after installation, and we will not be responsible for returning to the site to wipe posts down.

During times of high listing volume we may contact clients whose listings have expired or sold to notify them that the post will be removed. This ensures availability for your future installations.

We make every effort to install sign posts in visible, safe locations. We reserve the right to refuse post installation in locations where bylaws, community agreements or safe use of sidewalks prevent sign installation. Some surfaces can not be used for post installations or are unsafe to access, and we leave feasibility of installation to the discretion of our field technicians.

Please notify us of any in-ground sprinkler systems, gas lines, or other installations that are not readily visible.

Sign Post Maintenance

Realfoto will return to the post site to perform reasonable maintenance. We reserve the right to remove a post if it is repeatedly knocked over or vandalized. Realfoto Media Inc. will not be liable for vandalism or damage of client owned sign boards.

Client Responsibility for Sign Post Condition and Return

If a sign post is lost, destroyed, damaged, or otherwise rendered inaccessible for retrieval, the client will be charged a $60 Post Replacement Fee. This fee is charged at our discretion.

Sign post rental is for a single installation address. If a sign is moved to another location it may be considered inaccessible and the client will be subject to a $60 Post Replacement Fee.