HELP & SUPPORT CENTER

A branding meeting is a scheduled phone call between you and one of our designers to determine the branding requirements for any custom designed materials. In about 20 minutes we will walk you through a set of easy questions to determine the direction and style of anything we design for you. If you have branding in place we will make sure to keep your new materials consistent with any colors, logos and styles you have in place.

You must submit your complete order and all materials by 10am to receive a proof the same day.

Flyer and Brochure delivery orders approved by 2pm will ship that same day. Flyer and Brochure pick-up orders approved by 3pm will be ready between 4pm and 6pm for pick-up. You will receive notification that your pickup order is ready via email. For turnaround times on custom and high quantity print orders, contact our design team at design@hometrack.net

Please send all related design material to Design@Hometrack.net. If you are sending files over 10mb please send via Google Drive, Hightail or similar file sharing services.

All of our template designs are custom, so we need to create a template designed specifically for you. The branding meeting is simply a discussion with one of our designers to make sure we continue any branding already in place or know the direction of the style you would like us to use for your template design.

When creating an account with Hometrack you will be asked to provide a credit card for billing and will be charged the morning of each appointment or before the start of print orders. Outstanding invoices will incur additional fees after 30 days.

We accept Visa, MasterCard and American Express. *Checks are not accepted.

The total square footage is derived from the tax record in addition to the portion of the lower level that can be described as finished (photographable).

We accept Visa, Mastercard, Discover and American Express.

Accounts are automatically billed the day of scheduled appointments or start of print and design services. We suggest that agents who wish for their clients (or a partnering agent) to pay or split the cost for services should invoice them directly. You will receive an invoice with the breakdown of charges to make this easier.

Accounts with multiple team members or associates should be advised that a single card will be kept on file and recommend invoicing team members at the discretion of the account holder. Please be advised, you may only have 1 email address for billing so you may want to designate a team email for this.

Requests may be made to adjust the scope of your scheduled appointment by contacting our administrative team.

Please be advised that changes are subject to availability, timing and the assigned photographer. While every effort will be made to accommodate these requests, Hometrack may not be able to facilitate changes to an existing appointment and rescheduling may be necessary.

You may place a rush delivery order to receive same-day photography by 8:00pm for an additional 30% of your service order total. Please submit rush order requests to admin@hometrack.net a minimum of 24 hours prior to your scheduled appointment to guarantee a 8:00pm delivery.

Our photographers are currently available Monday-Friday. However, weekend appointments will be considered upon request and the availability one of our photographers. Inquiries regarding weekend availability should be directed to our admin team during regular office hours, M-F 9:00AM-5:00PM admin@hometrack.net

We primarily service the Greater Baltimore area, DC, PA, VA, Delmarva beaches, and Southwest Florida (Naples/Fort Myers Region). 

However, our photographers will travel greater distances upon request. Some distances will incur a mileage fee.

You will receive an email containing a link to your gallery, along with your login information.

To view your gallery, follow the access link provided and enter your username and password to log into your account. Click the DOWNLOAD button to open the download menu and select an option from the drop down.

You may choose to either download the entire gallery or select photos to download.

Photography pricing is based on the square footage of the home including any finished basement spaces.

CANCELLATION POLICY: You may call or email to cancel the photo shoot no later than 5:00pm the day prior to your shoot to avoid a cancellation fee. 

Late notice cancellations will be subject to a fee, and Hometrack will charge the card on file for the account accordingly.

Just a reminder – you are responsible to let us know when the sun hits the front of your listing property. If your photo shoot is scheduled at a time that the sun is not hitting the front of the property, and you are unhappy with the front of the house, you may schedule and purchase an additional Exterior Only photo shoot.

INCLEMENT WEATHER POLICY: Appointments will move forward in most conditions (severe or hazardous weather excluded). In the event of pending inclement weather, it is the responsibility of the accountholder to call or email to cancel no later than 5:00 PM on the day prior to a scheduled appointment to avoid a cancellation fee. If the accountholder continues with the appointment but would like new exterior photography they may purchase and schedule a Residential Exterior Photo Shoot plus applicable mileage.

You will receive an email containing a link to your photos by the end of business the day following your appointment.

If you are scheduled for a Friday or Saturday appointment, you will receive your photography the following day. 

Please inquire for Holiday hours.

Properties at a distance of 20 miles or greater from a central point in each region we cover will incur a mileage fee. Mileage charges are in place to account for the time spent traveling greater distances between properties.

However, if 2 or more properties within 2 miles of one another are able to be scheduled immediately following one another for the same agent, only 1 mileage fee will be billed.

Our photographers are instructed to limit the handling of personal property. Our policy is typically to avoid moving anything in the home or on the property, as aesthetic preferences vary widely and liability issues may arise.

Though we may occasionally choose to move or adjust something small that is out of place, the expectation should be that the home will be photographed exactly how it is presented at the appointment start time provided in your confirmation email.

A good example of something we may move out of the way would be an empty coffee cup left out on a table, or a paper towel roll that has fallen to the floor.

As a policy we prefer to work directly with the agent/account holder. In the case of a For Sale By Owner or homeowner initiated service call, we will be happy to set you up with an account and schedule your appointment. Please contact our administrative team for questions regarding this policy at 410.248.2941 | admin@hometrack.net