PROPERTY READINESS:

• Client Preparation: The Client must have the property "camera ready" before the arrival window begins, including cleaning and furniture staging.

• Getting Property Ready: Please review our Getting Ready Guide.

• "As Is" Policy: If the property is not ready upon arrival, we will shoot it "As Is." No re-shoots will be provided based on dissatisfaction with the final deliverables.

• Feedback: Provide input on desired angles in the "Any specific features of the property you'd like us to focus on?" section of the order. Without input, the Stellar House crew will use their best judgment to capture the property.

ORDER DETAILS & ACCURACY:

• Accuracy: Ensure all information provided at the time of order is accurate. We reserve the right to adjust information and pricing as needed.

• Pricing: Reflects single dwelling residential properties. For commercial or multi-unit properties, accurate square footage is required for proper pricing.

RESCHEDULE/CANCELLATION POLICY:

• Weather Issues: Appointments affected by weather will be rescheduled after contacting the Realtor.

  RESHOOTS:

• Reshoots are subject to a minimum fee of $150, depending on the request.

• If additional services beyond the original scope are required, they will be charged at full price.

• Reshoot requests must be made within 72 hours of receiving the final deliverables.

• Reshoots are subject to scheduling availability and approval at our discretion.

PAYMENT TERMS:

• Invoicing: Invoices are issued post-delivery. Payment is due before downloading final media. Late fees of $25/month apply after 15 days of non-payment.

• Account Balance: Accounts overdue by 45 days will have assets frozen and orders paused. After 90 days, accounts may be sent to collections.

SERVICE AREA AND TRIP FEES:

• Default Service Area Center: 17562 Collins St, Encino, CA 91316, USA.

• Geofence Type: Radius-based service area, centered on the address provided.

• Service Area Range: The map visualizes approximate service areas. Actual drive distance will be used to calculate service area and applicable trip fees.

  Trip Fee Breakdown:

  • 0 to 38 miles: No trip fee ($0).

  • 39 to 75 miles: $69.32 trip fee.

  • 76 to 100 miles: $172.36 trip fee.

  • 101+ miles: Custom pricing applies.

• Important Note: Fees are based on actual drive distance, not just map representations.

  MEDIA STORAGE:

• Photos & videos are hosted for 6 months from the appointment date. Matterport 3D Tours are stored until the property is sold/leased, up to 3 months. Clients are responsible for permanent storage after hosting expires.

DELIVERY TIMES:

• All services delivered within 24 hours from shoot wrap, unless otherwise noted by Stellar House ahead of time. Sometimes Matterport 2D floor plans can take up to 36hours to process.

REVISIONS:

• All revision requests are subject to a $50 fee.

• Clients may submit one revision request per project.

• Revision requests must be made within 48 hours of receiving the final deliverables.

• We strive to accommodate reasonable requests, but not all revisions can be guaranteed.

• Some revisions may fall outside the scope of the original agreement.

• Revisions for clean-up or removal of objects are subject to an additional $50 service fee, as outlined on our website.

RIGHTS AND USAGE:

• Grant of Rights: Stellar House has a non-exclusive, perpetual, worldwide right to use the Work, including photos, videos, and 3D content, for various purposes including marketing and portfolio use.

• Usage Rights: You may use the images for marketing the property and promoting your real estate business. Authorization for third-party sites expires once the listing is no longer active.

• Releases and Clearances: You must have all necessary permissions for the Grant of Rights and Usage Rights. Indemnify Stellar House against claims due to lack of proper Clearances.

• Indemnification: You agree to indemnify Stellar House for any claims, costs, and expenses arising from your breach of terms or negligence.

• Force Majeure: Neither party is liable for delays or failures due to events beyond control, including natural disasters and pandemics.

CLIENT RESPONSIBILITIES AND LIABILITY:

• Property Access: Ensure property is "camera-ready" and provide necessary access information. Timely access must be provided.

• Presence: While not required, your presence during the shoot is encouraged for input. Otherwise, Stellar House will use its best judgment.

• Accuracy: Provide accurate property details. Pricing may be adjusted based on actual details.

• Safety: Ensure a safe environment for the crew. Secure pets, remove hazards, and ensure proper safety measures.

• Liability: You are liable for damages to Stellar House’s equipment or personnel caused by negligence.

• Permits: Obtain all necessary permits and permissions. Indemnify Stellar House from claims due to lack of Clearances.

DAMAGE OR LOSS:

• Responsibility: You are liable for any damage or loss to Stellar House’s equipment caused by negligence or unsafe conditions.

• Reporting: Notify Stellar House immediately of any damage. Reimbursement for repairs or replacements is required.

• Exclusion of Liability: Stellar House is not liable for damages to your property unless due to gross negligence.

• Insurance: Carry appropriate insurance for your property. Stellar House maintains general liability insurance.

REFUND POLICY:

• Full Refund: Available if the final product quality is unsatisfactory or if Stellar House is at fault for service non-completion.

• No Refund Conditions: No refunds for dissatisfaction due to property preparation or staging issues. Refunds are not provided for trip fees unless Stellar House is at fault.

• Resolution Process: Notify us within 7 days for non-covered issues. We may offer a refund or reshoot if valid.

• Non-Refundable Fees: Trip fees and additional costs are non-refundable unless we cannot complete the service for our own reasons.

DATA PRIVACY AND SECURITY:

• Data Collection: Personal information is collected for service provision and payment processing. We use industry-standard security measures.

• Usage and Protection: Data is used solely for service delivery and is not sold. Third-party providers are bound by confidentiality agreements.

• Client Responsibilities: Maintain confidentiality of account information. Notify us of any unauthorized use.

• Retention and Breach: Data is retained as required. We will notify you of any breaches and take steps to mitigate harm.

AMENDMENTS AND CHANGES:

• Right to Amend: Stellar House may update these terms without prior notice. Changes are effective immediately.

• Notification: Significant changes will be communicated via website or email.

• Acceptance: Continued use of services constitutes acceptance of updated terms. Review terms periodically.

• Severability: Invalid provisions do not affect the remainder of the terms.

DISPUTE RESOLUTION AND GOVERNING LAW:

• Governing Law: Governed by California laws.

• Initial Resolution: Attempt informal resolution first.

• Mediation: If unresolved, mediation in Los Angeles, CA, with shared costs.

• Arbitration: Binding arbitration in Los Angeles, CA, with the AAA rules.

• Class Actions: Dispute resolution is on an individual basis only.

• Injunctive Relief: Stellar House may seek injunctive relief for intellectual property protection.

• Severability: Invalid provisions do not affect the rest of the clause.

TERMINATION:

• Termination by Stellar House: Immediate termination for breach, unresolved disputes, or Force Majeure events.

• Termination by Client: The Client may terminate anytime with written notice and must pay for services rendered.

• Termination for Convenience: 30 days’ notice required. Advance payments for unrendered services will be refunded if Stellar House terminates.

• Effects of Termination: Payment obligations and confidentiality survive termination.

COMMUNICATION AND CONTACT INFORMATION:

• Primary Contact Methods:

  • Website: www.stellar-house.com

  • Phone:

    • Michael Gauthier: (219) 614-2276

    • Kelsey Gauthier: (775) 527-2228

  • Email:

    • Michael Gauthier: michael@stellar-house.com

    • Kelsey Gauthier: Kelsey@stellar-house.com

• Response Time: Aim to respond within the same business day. For urgent matters, use both phone and email.

• Office Hours: Monday through Friday, 9:00 AM to 5:00 PM PST.

• Changes to Contact Information: Notify clients of changes through the website or direct communication.

NON-THEFT AND PROTECTION:

• Non-Theft Assurance: Stellar House denies responsibility for theft or unauthorized removal of personal property.

• Client Responsibilities: Secure or remove valuables before our personnel arrive.

• Protection Against Allegations: Cooperate with investigations into theft or loss allegations.

• Indemnification: Indemnify Stellar House against theft or loss claims.

• Insurance: Carry appropriate insurance for personal belongings.

• Limitation of Liability: Limited to the extent permitted by law. No liability for indirect or consequential damages.

Legal Entity: Stellar House is a fictitious business name under Sunday Money LLC in Los Angeles.