Terms and Conditions

Turnaround Time

iGuide virtual tours, floor plans & measurements will be delivered the following business day.

Listing photos can be expected by the end of the next business day. Friday shoots may not be delivered until the following Monday.

Video tours can be expected by the end of the second business day (two business days after the shoot). Friday shoots may not be delivered until the following Monday or Tuesday.

Business Days & Weekends

Our business days are Monday - Friday. Turnaround times do not include weekends.

Weekend shoots or deliverables can still be requested, but are not guaranteed, and may be subject to an additional fee. We’ll always confirm any additional fees in advance.

Preparation

The property will be shot as is. It is expected that the agent arrives prior to the appointment time to ensure the property is photo-ready.

If, for any reason, we’re unable to start within 10 minutes of arriving (e.g., the home not being ready), a $50 delayed start fee may be applied. This helps keep the day on schedule for everyone.

We strongly suggest that you arrange for the homeowners not to be present during the shoot. Not having to work around additional people always results in a more efficient shoot and a better final product.

Drone Services

The drone operator holds an RPAS Basic Certification through Transport Canada. This allows us to fly throughout most of the city with some restrictions, specifically within the vicinity of airports, hospitals, and densely populated areas. You may ask us to verify ahead of time if the drone will be allowed to fly.

The drone cannot be used in rain or heavy snow.

It is always up to the operator’s discretion whether or not it is safe to fly.

Premium Listings

Any property over 2,500 sq.ft or $1M+ listing price may be considered a Premium Listing.

Photo and video services for Premium Listings are each $50 more than their standard pricing.

The advertised price for iGuide virtual tours is for properties under 2,500 sq.ft. There is an additional charge of $0.06/sq.ft for anything beyond that (as measured by iGuide). Both above and below grade are included when calculating the billable sq.ft.

Payment (UPDATED - Jan. 2026)

When your deliverables are ready, you’ll receive a secure online purchase link to pay by credit or debit card. Once payment is completed, your media is immediately ready for download.

A small service fee of $5 applies to cover secure online payment processing.

You will receive a payment confirmation email immediately after purchase.

Direct billing is available through select brokerages.

Download Expiry (NEW - Jan. 2026)

Download links will expire 30 days after delivery. Please ensure you download and save your files within that time frame for future use.

Retrieval of files after 30 days is not guaranteed.

Mileage (UPDATED - Jan. 2026)

There will be no additional mileage charge for properties within London or St. Thomas.

A mileage charge of $0.72/km applies for travel beyond 60 km round trip, measured from our office in South London. 

The mileage rate is based on the CRA Standard Mileage Rate. Updated Annually.