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Refund Policy

Last updated: 12/30/2025

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1. Overview

Above the Roof Media provides premium real estate media services, including aerial photography, ground photography, videography, 360° tours, and digital deliverables. Because our work involves time‑based service delivery and digital products that cannot be returned, this Refund Policy outlines when refunds may or may not be issued.

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By booking services or receiving digital products, you agree to the terms below.

Refund Policy

2. Non‑Refundable Services

Due to the nature of our work, the following items are non‑refundable:

  • Completed photography, videography, or digital media services

  • Delivered digital products (photos, videos, 360° tours, edits, etc.)

  • Services performed on‑site, regardless of whether the client chooses to use the media

  • Travel fees, rush fees, or add‑on services once performed

  • Work performed based on inaccurate or incomplete information provided by the client

Digital products cannot be returned, and time‑based services cannot be undone; therefore, refunds are not available once work has been completed.

 

3. Weather, FAA, and Safety‑Related Delays

Above the Roof Media operates in accordance with strict FAA Part 107 regulations and safety standards.

Refunds are not issued for delays or rescheduling caused by:

  • Weather conditions (wind, rain, fog, lightning, etc.)

  • FAA airspace restrictions or authorization delays

  • Temporary Flight Restrictions (TFRs)

  • Unsafe ground or property conditions

  • Emergency response activity

If a shoot must be rescheduled due to safety or compliance reasons, we will work with you to find the next available date at no additional charge.

 

4. Client‑Caused Cancellations & No‑Shows

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4.1 Cancellations

  • Cancellations made within 24 hours of the scheduled appointment may incur a cancellation fee.

  • Same‑day cancellations or last‑minute changes may be billed up to the full service amount.

 

4.2 No‑Show or Property Inaccessibility

If the photographer arrives and cannot access the property due to:

  • Locked doors

  • Incorrect access codes

  • No one present to grant entry

  • Unsafe conditions

  • Property not ready for shooting

…a trip fee or full service fee may apply. No refunds are issued in these cases.

 

5. Quality Concerns & Revisions

If you are dissatisfied with the delivered media due to an error on our part, we will:

  • Provide reasonable revisions at no additional cost (within the revision window)

  • Correct technical issues such as color, exposure, or labeling errors

Refunds are not issued for:

  • Personal preference changes

  • Staging issues

  • Weather appearance (cloudy skies, shadows, etc.)

  • Property conditions outside our control

  • Requests made after the revision window has expired

 

6. Reshoots

Reshoots may be offered at a discounted rate or no charge only if the issue was caused by:

  • Equipment failure

  • Operator error

  • Incorrect settings or technical mistakes

Reshoots requested due to client changes, staging issues, or property conditions are billable.

 

7. Service Not Delivered

If Above the Roof Media is unable to deliver the agreed‑upon service due to internal issues (equipment malfunction, scheduling error, or unforeseen circumstances), we will:

  • Offer a reshoot at no cost or

  • Issue a refund for the portion of the service not completed

This does not apply to delays caused by weather, FAA restrictions, or client‑side issues.

 

8. Digital Product Delivery Issues

Refunds are not issued for:

  • Failure to download files before the link expiration

  • Client‑side technical issues (software, device compatibility, storage limitations)

If a delivery link expires, files may be resent for an archival-retrieval fee (if still available).

 

9. Contact Information

For questions about this Refund Policy, contact:

Above the Roof Media
Email: chris@abovetheroofmedia.com
Website: https://www.abovetheroofmedia.com

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