- Accuracy of order information is the responsibility of the real estate agent, including: address, access instructions, CBS codes, selecting service(s), contact phone numbers, inventory requests (signs, lockboxes, riders, etc), and all other pertinent information.
- If placing an order on behalf of someone else, you certify that you have authority and permission to do so, and they are aware of, accept, and are responsible for adhering to the terms herein.
- By placing an order you hereby grant us permission and authorization to enter the premises recorded in the Property Address field of the order form.
- Orders must be placed using the online order form found at RocketLister.com. All successful online orders will receive an Order submission confirmation email which includes a Work Order number. If you try entering an order online and receive errors and/or cannot submit for any reason, or are not provided a Work Order number, it is not a valid order and will not be scheduled. If you are unable to place an order online and we cannot help you resolve the issue we will accept a phone and/or email order.
- Email and phone orders are not considered valid until they are entered into our system, which will happen after a member of our team receives and processes the email or call. We do not guarantee nor offer an expected response or turnaround time for email or phone orders. Email and phone orders do not qualify for Next Day Service, though we will still make every attempt possible to service the property the next day if processed before 4pm. By placing an email or phone order you certify that you have read, understand, and accept these terms. Accuracy of Email and phone order information is the responsibility of the Customer requesting service.
- We are not liable for damages above the transaction value of any rendered service(s).
- Next Day Service
- Subject to availibility
- Not available in all service areas
- Must be received before 4pm on the day prior to the desired service appointment(s).
- Scheduled at our discretion for the next day.
- During periods of high demand, we cannot guarantee Next Day Service. We strive to publicize notifications when demand exceeds capacity but the absence of a posted notification does not guarantee Next Day Service is available. If an order is received that we cannot fulfill the next day, we will notify the agent and offer the next available day. No compensation or discount will be given when we experience high demand and the agent is notified.
- Twilight/Sunset time slots are considered premium time slots due to their popularity and limited nature. A premium charge is required regardless if twilights are requested or provided. The company reserves the right to determine Twilight time slots.
- Preferred time selections require two (2) or more business days advanced notice and are not guaranteed.
- We typically provide thirty (30) minute arrival windows. We do not offer exact times of arrival nor guarantee the duration of the service.
- Upon request, we can contact the party listed in the Contact Name field using the number provided in the Contact Number field. If no name and/or number is provided, or if the information entered is incorrect, your order placement is considered consent to our entry into the property listed in the Property Address field.
- An email or text is considered contact. Contact does not mean we’re going to call
- As a courtesy, our photographers can text someone prior to arrival if requested, cell phone reception permitting. The call will be placed from the previous property. We cannot/do not call X minutes before anticipated arrival. If a call is placed to inform of expected arrival and the call is not answered, or if our photographer is unable to place a call because of technical and/or safety reasons, our photographer will still arrive at the property and begin taking photos
- We reserve the right to change the time photos are to be taken on the day of the scheduled photo shoot if the property is vacant. If we are required to meet someone at the property we must be told so at the time of ordering.
- Service appointments located outside a 30-mile radius of our local office may be subject to an additional fee to cover increased travel expenses (fuel and time). By submitting the order, you agree to pay the distance charges calculated based on a cost of $2.00 per mile beyond 30 miles.
- Standard photos are 1920x1280 resolution
- Premium image files are available for an extra charge upon request
- Properties must be “photo-ready” prior to our arrival. The Photographer must be allowed to take photos of all areas and rooms without interruption and/or waiting for any form of preparation, including entry, access, and asset delivery. The Photographer is not responsible for moving items or staging the home in any way.
- Photography service(a) duration(s) are not guaranteed to equal the actual amount of time spent on a property. We do guarantee the completion of all ordered services
- In the event that access to the property is delayed through no fault of our own, the number of photos delivered may be lower than what was ordered. No discount or refund will be given
- In the event that the home is not ready for photos upon our arrival, the number of photos delivered may be lower than what was ordered. No discount or refund will be given
- Our photographer will enter the property using the method prescribed during the ordering process. If an access code is given, whether in the form of a CBS, gate, door, mechanical lockbox, or other means, our photographer will enter using said code, unless specifically informed not to at the time of ordering
- If we are required to meet someone at the property we must be informed of this at the time the order is placed
- If the property is in a gated or otherwise secured area, we must have access to the property granted at the time of order, or be told how access is granted to said secure location without having to call, text, email, or otherwise contact anyone
- Our photographer must be afforded a safe and uninterrupted environment conducive to the completion of his assigned task
- Our photographer will not enter an area where his personal safety, property (personal and/or company), or well being is threatened. This includes hostile/unsafe environments, dogs or other potentially dangerous pets, etc.
- It is the photographer's sole discretion whether an environment is safe or not
- For orders with specific #’s of photos purchased, we will take the number of photos paid for at the time of order. We do NOT guarantee to shoot every room.
- Extra services may be ordered on-site but may not be completed during the same service appointment, depending on the photographer’s schedule.
- Should it be determined we have to return for missing shots we will make attempts to get to the property in as short a time as possible, but make no promise nor guarantee of how long it will take us to return to reshoot and/or return the finished photos
- Community shots must be requested at time of order. We do not guarantee a specific number of community photos. One or more photos of an area not within the property line of the property where the main shots were taken is considered “community shots”
- The purchase of community shots does not guarantee new photos will be taken while servicing the property. Rocket Lister retains the right to reuse photos of community areas taken on previous orders and consider this fulfillment of the community shot upcharge
- Location and directions to requested community shots must be provided. Unless within the immediate and visible proximity of the property we are shooting, we will not attempt to drive around and look for community areas. Exceptions may be made if detailed directions are provided. Accuracy of directions is the responsibility of the Customer placing the order
- We will not break any rules or laws attempting to get community shots, including trespassing. If we are approached by anyone, whether in a position of authority or not, and told we cannot shoot or are asked to leave, we will immediately stop shooting. We will consider the shots we managed to get, no matter how many or how few, as long as there are one or more, to represent the completion of the community shots request, and will be billed as such
- We must have permission and access to all requested areas
- We will not shoot a community area if there are people present. This includes pools, common areas, gyms, and playgrounds. We will attempt to get a photo from a distance
- We will not shoot school campuses without express written consent from a representative of said school with the authority to authorize such permission
- The agent is purchasing “usage rights” to the photos which is only for the term the home is on the market. Once the home is taken off the market, for any reason, the agent no longer has ANY rights to the photos
- “Usage Rights” may not be sold, given, or transferred without consent of Rocket Lister. Including, but not limited to the homeowner or another agent
- “Usage Rights” does not give agents the right to use the photos on their website for any purpose other than marketing the subject property
- Rocket Lister owns full rights to the photos and may use to market and resell the photos as we see fit
- Photos taken on Saturday will be returned on Monday along with MLS input sheets.
- Color accuracy is not guaranteed and minor imperfections may be present. No additional editing or corrections will be made
- Requests to remove any items from the photos that were present at the time of taking the photos such as oil stains on the driveway, power lines, dead grass, etc. can be requested for $2.50-$5.00 per photo, depending on the complexity of the request.
- If a NEW Homeowner or NEW Listing Agent wants to purchase "usage rights" to old photos, we reserve the right to decide. The price for these secondary usage rights will typically be the cost of the same photo package at current-day pricing.
- By general rule, we do Not sell to Old homeowners/ 3rd parties.
Post-installation has inherent risks. It is the Customer's responsibility to mark all water lines
and/the desired location of the post. In the absence of a clearly marked post location,
Rocket Lister assumes NO LIABILITY for any damage arising from our good faith effort to safely
install the post. Blue Stake (http://www.arizona811.com) is a free service that marks buried utility lines (power, gas, water lines in metal pipe, telephone, and television cable).
Agent assumes full responsibility for any underground utility lines hit or damage caused while
installing the post.
Rocket Lister will NOT order these services. If you choose not to use this free service Rocket Lister will not be responsible for any repair expenses related to the damaged utility lines. You will be billed for any repair bills sent to Rocket Lister for such repairs. Buried water lines and landscape wires are undetectable and must be marked by the homeowner or agent. Every time we install a post we risk hitting underground utility lines.
Rocket Lister will not reimburse a homeowner, HOA, or agent for any expenses, damages, or repairs (including but not limited to water bill, plumbers bill, landscaping).
Customer is responsible for advising us of specific HOA rules regarding post installations, if any.
Post-installation warranty – If the post falls or leans within 15 days of installation, we will reinstall the post in the same location at no charge. After the 15-day period, we charge a nominal fee to reinstall a post. We are not responsible for signs falling off of the post for any reason, including, but not limited to weather, vandalism, or faulty posts.
The Customer is responsible for advising Rocket Lister when the listing closes so we can schedule pick up of the sign/ post. A removal request may be placed by phone or email. We strive to remove the post within 2 business days of the request. Customers may not remove the post from the property. If we can not recover our post for any reason, the Customer is responsible for the replacement cost. This includes lost, stolen, or damages such as graffiti, natural disasters, etc. Unrecovered items that are not returned in satisfactory condition within one week of our failed recovery attempt are subject to a $65 replacement fee.
You hereby authorize Rocket Lister to charge the card on file and/or place an order through your account for a replacement fee in the event we do not receive our items within 1 week of notifying you they are lost.
- Posts are the property of Rocket Lister
- Posts may not be removed from the ordered property without the knowledge and written consent of Rocket Lister
- Removal requests must be received by email to info@rocketlister.com or through the website
- Post may remain at the property while the house is being actively sold. Actively sold means the property is in a sale status on the MLS
- We will attempt one removal at the original property address. If for any reason the post cannot be recovered at the original property address the agent must deliver the post to the Rocket Lister office, or make acceptable arrangements for pickup/delivery. An “Acceptable arrangement” is the sole discretion of Rocket Lister
- Our photographer will put the post in the safest, and most visible place possible
- In most cases, Rocket Lister will install the sign/lockbox and take photos at the same time, if sign/lockbox was ordered
- Agents are responsible for ordering sign and lockbox at time of order
- Rocket Lister will attempt to keep agents informed of available inventory, but it is ultimately the agent’s responsibility to provide Rocket Lister with the appropriate number of signs and lockboxes needed to fulfill all orders
- Rocket Lister is not responsible for the loss and/or damage to any assets that are on a property
- Rocket Lister is responsible for damage and/or loss of assets stored in our warehouse , excluding any consumable products, such as batteries in Supra Lockboxes
- It is the agent’s responsibility to provide accurate combinations/codes to lockboxes
- Agent gives Rocket Lister the right to place labels on all inventory, including but not limited to naming labels and barcoding/QR code stickers
- Login information on the account registration page and/or order form must be an administrative login that is provided by ARMLS. Personal ARMLS logins should not be given to Rocket Lister. Rocket Lister assumes no liability for any login information provided that is not for support personnel.
- MLS Entry requires an active real estate agent with access to the MLS
- We have until 5pm the day after photos were taken to get the property entered into the agents MLS
- If we are unable to access the MLS for any reason (wrong credentials, kicked out, etc) the 5pm deadline is waived
- The agent is responsible for MLS accuracy
- We will never activate a property
- We must be told at the time of order if the property is to be entered into an agent account other than the agent’s account that ordered the service
- If we have to enter a property more than once for any reason that is not our fault (told to enter under the wrong agent, agent deleted property) there will be an additional charge for every additional entry
- If we have to make multiple entries (for rent, for sale) there will be an additional charge for every additional entry
- The marketing links require a listing be in an Active status on the MLS (Active, Under Contract, etc.)
- Marketing Links are delivered within three business days of the listing going active on the MLS
- Agent logos and pictures can be added to the marketing links, but they must be provided by the agent
- Updates to prices can be requested by sending an email to info@rocketlister.com
- A marketing links order includes one entry. If more than one entry is required (one for sale, one for rent, etc) there will be an additional charge for each extra entry
- Some Rocket Lister marketing links are bound by third party Service Level Agreements and we will not circumvent any policy or procedure that causes us to operate out of the scope permitted by a third-party service
- Marketing Links are provided during the sale of the original listing. If a property is sold, or in any other way taken off the market, re-creation of said links will be a new order
- We do not “repost” to any third-party websites
- We will correct any mistakes made by us during the entry process. We will not make continuous updates to marketing links, such as posting open house dates/times
- Rocket Lister does not provide technical assistance with third party websites
- We are not responsible for items lost/damaged/stolen as a result of us not being notified of a removal
- We must have accurate information to successfully remove a lockbox. If we do not have the correct lockbox codes the lockbox may be left at the property. If a lockbox is left at a property for this reason we may offer to return to the property as a courtesy for a second attempt, but we are not required to do so
- Rocket Lister will remove all possible items while on a property unless told otherwise. If a lockbox or sign needs to stay there, we must be told. If we remove something that was supposed to stay there but we weren’t told to leave it there the agent will be able to pick up said item at one of our offices
- We will not remove another companies post. If we accidentally remove a different companies post we will return it to them, if we are notified of the error in time (before the post is used elsewhere)
- Additional charges may apply if multiple trips are required to remove items when the fault is not ours
- In most cases, we will get items removed within two business days of email requests being received by us via email. A business day is Monday through Friday between 8am and 2pm. A request received after 2pm will be considered ordered on the following business day. Example, a request received at 3:30pm on Monday will be considered requested Tuesday, we will have it removed by Thursday barring anything preventing us from being able to perform the removal
- We will remove the agent’s items upon request once the listing closes for free. We will only remove items that we were instructed to remove. Other items will be left at the property. If the incorrect codes are given for lockboxes we will attempt to contact the agent for the correct code. If we are unable to reach the agent we will leave the lockbox at the property and it will be the agent’s responsibility to remove it from the property. We will return to remove the item(s) at the agent’s request and bill the agent a $15 return trip charge.
Same Day Cancellations
- A Same Day Cancellation fee of $25 will be added to a work order for any service that is canceled after 8am the day of the appointment or up to one hour before the start time of the appointment.
On-Site Cancellations
- An On-Site Cancellation fee of $40 will be added to a work order for any service that is canceled within one hour of the start time of the appointment
- Any situation that arises that prevents us from completing service at a property may be subject to an On-Site cancellation fee. For example, we are not given access to the property, the key provided does not work, etc.
- If our photographer is delayed by anything outside of his control, such as agent/occupants staging or cleaning, an On-Site cancellation fee may be charged
Return Trip Charges
- A Return Trip Charge of $25 will be added to any work order for having to return to a property for any reason that is not our fault, including but not limited to: no key in the lockbox, request to install a post on a different day than the other service(s), no gate code, no alarm code.
- Return Trip Charges can be combined with other fees when applicable.
Overcast
- We will shoot if the skies are overcast, regardless of how much cloud cover there is.
Because we cannot control the weather we cannot guarantee cloudless, blue skies.
Requests to reshoot because original shots had overcast skies will be considered an entirely new order and will be billed as such
Rain
- Our photographers will shoot through the rain until the point that the rain is coming down hard enough to damage the camera equipment. If it is raining hard enough a photographer becomes concerned they will typically contact our office for advice, but ultimately whether or not they can safely shoot is up to the photographer
- If we do continue shooting, the photos produced will be the final product. We do not offer to reshoot for free because of rain or overcast skies
- Often times on a rainy day we will contact the agent and give them the opportunity to cancel that day’s shoot and reschedule for another day, though this is not guaranteed. Unless a reshoot is offered, canceling a shoot due to rain will be subject to the normal cancellation fees
- If we do contact someone regarding the rain the person calling will explain the options available. All conditions here within still apply unless otherwise specifically stated
Twilights
- Twilights are an additional charge and must be added to a photo package
- Twilights are not stand-alone services, if photos are required one day/time and twilights another day/time, this would be two photo orders and one twilight order
- Twilights are not subject to next day service
- Twilights have limited availability
- The twilight charge is for the time slot. It does not guarantee a specific number of photos, rather, it holds the premium time slot for shots to be taken. If a twilight is canceled the twilight fee will still be in place, along with any other fees (SDC, RTF, etc) as that twilight slot was reserved and then canceled
- Twilights must be requested at the time of order
- Twilights work best with outdoor lighting. A property with little to no lighting will not turn out well and it is strongly recommended that low light properties not have twilight photos taken
Drones
- Drones are an additional charge and must be added to a photo package
- Drones are not stand-alone services, if photos are required one day/time and drones another day/time, this would be two photo orders and one drone order
- Drones are not subject to next day service
- Drones have limited availability
- The Drone service is considered a premium service. There is no guarantee as to the number of photos provided. If a drone is canceled the drone charge will still be in place, along with any other fees as that drone slot was reserved and then canceled
- Drones must be requested at the time of order
- Rocket Lister may, as a courtesy, pick up items (lockboxes, signs, etc) from an agent’s requested location other than the target property
- If we have to pick up items needed to complete service at a property the pickup will happen before service on the property
- If a pickup is required, service on the property no longer applies for next day service
- Delays in pick-ups will cause delays in service on the property
- We can also drop off items to a different property or location, though this is a courtesy and is not guaranteed
We will store agents signs, riders, and lockboxes for free.
We will install the sign, rider, or lockbox at the time the photos are taken most of the time.
The agent must request the installation of their sign/rider/lockbox at the time the order is placed. We will not install the items without being instructed to.
We will track the agent's inventory, but it is ultimately up to the agent to ensure we have the appropriate amount of items needed to fulfill all orders.
We are not responsible for damage or loss of the agent's sign, rider, or lockbox while they are on the property.
- All credit card information provided will be kept on file on a secure banking software
- In the event of ANY fees, you hereby agree to allow Rocket Lister to charge to any of the credit cards we have on file. Including, but not limited to Lost Post Fees, cancellation fees and return trip fees
- All invoices are due within 24 hours upon receipt
- Any invoices unpaid after 30 days will have $25 late fee added to the invoice. This fee will not be removed or waived
- After 60 days late we will contact the broker and/or the owners for payment
- A credit card is required to book an appointment. Credit cards on file may be used for payment on any prior invoices that are outstanding. Monthly invoicing is available on a case-by-case basis at Rocket Lister’s discretion. If any amount of a service charge/invoice is disputed, the Customer shall inform Rocket Lister of the grounds for such dispute within seven (7) days of invoice date and shall pay Rocket Lister the value of the invoice less the disputed amount in accordance with these payment terms. Unpaid invoices over 30 days may be sent to collections and will include any debt collector fees, and if applicable, any lost post fees if we were unable to recover our post.
- Pricing for most of our services is based on the square footage of the property. We may verify the actual square footage on the county assessor's website and adjust the final price if necessary.
- Unless otherwise noted, the credit card stored to client’s dashboard or through our merchant account will be charged for any fees, including but not limited to return trip fees, damaged post, cancellation as well as any additional items ordered
- Any refunds issued may be subject to a hold by the client’s financial institution. Client understands we have no way to control these hold times
You will automatically be opted into our email database to receive occasional emails from Rocket Lister about new products and services. You may unsubscribe at any time by clicking on the unsubscribe button at the bottom of the email you received.
We reserve the right to change the Terms and Conditions at any time without notice.
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