We always try to accommodate your schedule! We want to be the first call you make once that listing agreement is signed and we promise to always be as flexible for you.

Our photographers are available 7-days a week, including some holidays. The usual hours of operation for our services is 10am-6pm EST. The available days and times for particular talent is available for you to confirm when placing your order online.

Try to book as soon as you can. Our talent schedules can fill quickly, particularly in times when the market is busy. We always try our best to accommodate your preferred date/time.

We always try to accommodate specific appointment time requests whenever possible. When you book your appointment you will see available appointment times in the booking system.

When you book your service, you will have the opportunity to request specific talent. We know it makes your work easier if you know the talent understands your particular style and requests from previous work together.

We encourage you to use the simple on-line system since it confirms your choice of talent and desired day/time in real time so you receive immediate confirmation of your request without delay. A request by phone requires that we check systems and availability and process payment if you are not with an approved agency partner.

We send you an immediate confirmation via email. If you do not receive a confirmation email after placing your order, check your Spam folder. If for any reason you do not receive the confirmation email, please reach out as soon as possible to let us know. Please note: An appointment is not confirmed until you receive the confirmation email.

Additionally, the talent you chose will reach out to you prior to the photoshoot via your preferred means of communication (phone, text or email) to reconfirm the time and details of the shoot.

When you place your order via our online platform, it will advise the approximate time of the shoot based on the type of package or service you have confirmed. Please make sure the home is ready to shoot at the time of the appointment, allowing the photographer and/or videographer to start upon arrival. The photographers are not allowed to assist with moving furniture or cleaning. If the location is not ready for the shoot, the photographer may advise postponement to allow for preparations.

Once you’ve placed an order you can always add services by requesting on the website but reducing services may not always be possible because the time with talent has already been confirmed.

Our field talent are experienced professionals who have done thousands of photo shoots and videos during their career. They use professional-grade DSLR cameras, lens, and accessories as well as the latest, greatest versions of video and drone recording equipment.

We highly recommend you or someone who can act and direct on your behalf be present at the shoot to ensure he/she captures the images and angles you prefer and can select which images you wish to send to the editing team. If you cannot and do not wish to reschedule to allow you to be present, please make sure the photographer is able to get inside the property.

VERY IMPORTANT: There is an additional charge of $99 if the photographer is not able to access the listing and needs to return to complete the photoshoot.

If the property is not photo-ready, and notice is provided within 24-hours of the photoshoot, there will be a rescheduling fee of $99. If you please let us know prior to 24-hours of the photoshoot, a rescheduling fee will not be charged.

Bad weather can definitely affect whether a photoshoot might need to be rescheduled. Heavy rain or snow will almost always result in rescheduling, at no additional cost. Light rain is usually okay, as well as dark clouds. We can fix much in editing, but we want your shoot to produce the best possible results!

You will receive your edited product within 24-48 hours via an email with a link sent to our Aryeo.com platform page.

Once the photographer has completed the shoot, you have the opportunity to see all of the raw images from the shoot on the camera screen. You will have the opportunity to choose the best ones for editing. You want to choose wisely since once the photos are professionally edited, we are not able to swap out images. Any additional images you may want will be at an additional cost of $10 per image.

You, or someone you trust must be present during the shoot to be sure we capture your listing the way you want to tell its story and to confirm which raw images will be sent for editing.

We have created a Prep Guide full of suggestions and tips on how to best prepare your listing for a shoot. Please be sure the listing is clean and ready to shoot prior to appointment time.

The talent is not permitted to assist with cleaning or moving furniture. They are not permitted to touch or handle your client’s furnishings or belongings.

When you receive the email confirmation of the order you placed, it will include a link to our Prep Guide where you will find lots of helpful tips and suggestions to get your listing ready for its closeup!

Please note, if the field talent decides that the home is not camera-ready, they will advise of the need to reschedule the photoshoot for a later date with a rescheduling fee of $99.

If you decide to proceed with the photoshoot although the field talent advises it might not be “camera ready,” EmpireOptix cannot be held responsible for the outcome of the final product delivered.

VERY IMPORTANT: It is your responsibility to make sure the home is ready for the photographer to shoot. Our editors are able to declutter spaces and/or remove excess items from an image at an additional cost of $30 per image.

EmpireOptix, LLC retains copyright to all our work. We grant our clients the right to use the copyright for all intent purposes - with proper citation. You are absolutely free to use all the work we produce for you on the listing platforms, social media platforms, websites, and for printing purposes, i.e., flyers, brochures, etc.

Please note the legal stuff ☺ Use is granted with agreement by you to place a photo-credit on all. You purchase a single use, non-transferable, non-exclusive image license. For real estate agents, that image license is good for the duration of your listing and expires once the listing is sold, canceled or reassigned to another agent. This is a non-transferable license, meaning you, as the licensee, may not sell, give or loan the photos to any other party. You do have wide leverage to use them for your marketing and promotional needs, however. This license is also non-exclusive: EmpireOptix, LLC - as the copyright holder may sell multiple licenses for the same images.

All of our photos, floorplans, slideshows, videos and 3D tours will be stored in our internal EmpireOptix server. After 12-months, you will have the option to renew your stored images and video content in our EmpireOptix server at an additional fee.

If you are booking directly through the system, you must create a Matterport account at www.matterport.com where EmpireOptix will upload your 3D model for hosting. Matterport will provide a link to your hosting model.

If you are working with an agency for whom EmpireOptix offers direct agency booking, your agency may have a Matterport account set up.

We have a non-refund policy for orders cancelled and not rescheduled.

If you completely cancel a photoshoot within 24-hours of the appointment, you will be charged a $99 cancellation fee.

If you need to reschedule a photoshoot within 24-hours of the appointment, you will be charged a $99 rescheduling fee.

If you cancel an order prior to the 24-hours of the scheduled photoshoot start time, we will provide your account with a credit in the entire amount of the service ordered for a future photoshoot. This credit does not expire. If you cancel an order within 24-hours of the photoshoot, you will be charged a cancellation fee of $99. The remaining balance will be used as a credit for a future order placed.

If you do not show to the appointment, you will still be charged for the order placed - we cannot reimburse you, even if the photoshoot did not take place. At that point, the photoshoot is considered complete and delivered by EmpireOptix.

You have a 20-minute grace-period to arrive at the appointment. If you are late arriving more than the 20-minutes grace period, you will be charged a late arrival fee of $49. Our schedule is often very busy, and while we understand things come up, we try to stay on schedule to respect the appointments after yours.

All clients prepay for the products and services at the time they are booked with payment made directly on our website with a debit or credit card.

Your debit or credit card may be billed again after you’ve placed your initial order for any products/services added, upgrades to your package(s) and/or extra fees. We will advise you if any extra fees or services are being charged, including: add-on services, travel fee, rescheduling fee, cancellation fee, etc.

EmpireOptix has a non-refund policy. Once a product/service has been ordered, the payment cannot be refunded. If you are unsatisfied with the final product delivered to you, please send an email to further discuss. We will work with you to meet your expectations, and if needed, make corrections to the product you’ve received from us.

Please note that complaints must be made within 3-days of product delivery, if we do not receive a complaint within the given timeframe, we will mark this job as completed and approved by the client. After the 3-day period, you will have to place and pay for a new order through our booking platform - the photographer/videographer assigned to the order will work to address your concerns.

Please contact us and we will resend you the email confirmation receipt.

Phone: 917-601-0414
Email: info@empireoptix.com

Office Hours:
Mon-Fri, 9am-5pm
Sat-Sun, 10am-2pm