Frequently asked questions

Questions agents actually ask

Is there anything extra to pay on top of the price shown?

No. The price you see is the price you pay, GST included. There's no separate charge at checkout, and nothing renders until that payment clears.

How fast will I get my video?

Delivered within 24 hours. Every video is built by hand and checked before it reaches you, and nothing gets built until your payment clears. Orders placed after 2pm Friday are delivered on Monday.

Do I get to approve it before it goes live?

Yes. Your video is delivered to you privately first, as a link only you can open. It won't appear on your listing page, your socials, or anywhere else until you tap approve. If you never approve it, it just stays private.

Does the video disclose that it's AI-generated?

Yes, on every frame. The line "Virtual walkthrough created from listing photos. Indicative only, not an exact representation." is burned into the picture for the video's full length, not a splash screen you can skip past. We put the same line in your delivery email so you can paste it straight into your listing remarks.

Whose photos can I use?

Only photos and floorplans you hold the rights to, whether that's you as the agent, the vendor, or someone else who's given you authority to use them. You confirm this when you add them, and we record who confirmed it and when. We don't knowingly use anyone else's listing photos without that authority.

Can I get a refund?

If your photos can't support a full walkthrough, we'll refund the difference down to the reel price. Email us and we'll sort it within 3 business days. You'll never be charged the full walkthrough price for what's really just a slideshow. Outside that specific case, email us and we'll sort it directly. The terms page has our current written position.

What happens if something's wrong with the video?

Tell us and we'll fix it, no charge. Every purchase includes 3 rounds of revisions. If we've made a genuine mistake, a warped staircase, the wrong price on the end card, fixing it doesn't use up your revision rounds at all.