FAQ


This is the right place to get all of your Nested Tours questions answered. If you can't find the answer to your question please send us a message or give us a call at 405-887-4108.

General Questions

We want you to be 100% satisfied with the service we provide you. If you’re not happy with how a shoot turned out please contact us at 405-887-4108 / info@nestedtours.com. We will first do a re-edit. If the issue cannot be resolved with a re-edit we will schedule a reshoot at no additional charge. Once you have gone through our Guarantee Policy Program and are still dissatisfied, you can get a refund within 30 days after the original appointment date. After 30 days, refunds will be given as a credit to your account for future orders.

At Nested Tours, it’s our mission to provide consistent, high quality work. Our photographers go through an in depth training curriculum in order to capture the best photos and videos of your listings. We have bi-monthly training sessions with each of our photographers to work on new techniques and critique them on their last 2 weeks of shoots.

 

We do not allow any of our professional photographers to pick up or move furniture. They are allowed to make suggestions, but we do not take on the liability of moving possessions. We have created a video and checklist at NestedTours.com/Preparing to help you and your homeowners prepare for the photography session. 

 

All of our photographers use high end, professional-grade camera equipment to provide consistent quality no matter which team member is taking the photos. We hold high standards for each and every piece of equipment our photographers use. After taking the photos or video they hand it off to our professional editing team. 

 

As Nested Tours team members, we strive to bring excellence and go the extra mile for our clients. We are looking for self-motivated, talented individuals to join our team. We offer professional, in-house training material to quickly equip you to take exceptional photos and videos. Head over to NestedTours.com/Jobs to see available positions we are currently hiring in. 

For syndication to properly work, you will need all of the required information filled out within your Nested Tours virtual tour: Address, City, State, ZIP Code, SqFt, Price, MLS #, Year, Bedrooms, Bathrooms, Garages, and Lot Type. Login at NestedTours.com and navigate to the ‘My Tours’ section. Next to the appropriate address, click ‘Edit’ and fill in all of the needed information and click ‘Update Tour.’ It can take up to 24 hours for your tour to fully syndicate. However, Zillow and Trulia have created custom agreements with local MLS platforms for syndication and will sometimes override our syndication. In some select cases, they will not accept our syndication at all.

Product Questions

Matterport 3D tours allow you to virtually explore a property from any angle. We use the Theta Ricoh V, a 14 megapixel 360 degree camera. As we scan a property, it generates a 3D model of the space. This allows you to view the home as floor plan, a “dollhouse,” and also take accurate measurements of the space.

Matterport Pro 3D Tours provide you with everything you receive with a standard Matterport 3D Tour and takes it to the next level. We use the Matterport Pro2 3D, an industry leading camera which captures 360 degree images as large as 134 megapixels! It offers professional features like “3D Sensing,” which uses infrared sensors with a 99% measurement accuracy. You can also export images up to 8092 x 4552 pixels, and you can export video at 4k resolution. With these scans, you can generate schematic floor plans, take accurate measurements of the space, and create technical assets, like OBJ files compatible with Autodesk, Revit, and Xactimate.

We will host your Matterport Tour for 6 months from the shoot date of your tour. After 6 months if you still want your Matterport tour to be live we will charge $5/month or $50 for 12 months for hosting. You can also create your own Matterport Account and we can transfer the scan over to your account and you can keep the scan for as long as you’d like.

Once the photographer has finished capturing your Zillow Video Walk-Through, they will immediately upload the video to Zillow. It normally takes 30 minutes to an hour for Zillow to process the footage. Once complete, Zillow will automatically email you, indicating, “Your tour is now live.” Simply click the link in the email to watch your video. To active the video on your Zillow listing, select ‘Approve.’ Zillow Video Walk-Throughs are limited to For Sale homes and not For Rent listings. 

Shoot times are based off of the square footage or acres of a property. To see the detailed time it will take for a specific home, go to order.nestedtours.com and type in any address. Our system will automatically gather all the info from Google and/or Zillow. Make sure the square feet and the property acreage is correct. Click ‘Next’ and select the package you’d like to see the time duration of. Click ‘Next’ again, and it will automatically show you the next available time and the appropriate time duration.

 

It’s important to put your best foot forward when it comes to listing a property. We have put together a handy PDF checklist and video series at NestedTours.com/Preparing that will help you get the most for your property.

Before the photographer arrives, be sure to close your garage doors and hide all garbage cans from view. Remove cars from the front of the house and out of the driveway. Fresh flowers and a nicely manicured lawn are important touches to your curb appeal. Turn on all outside and inside lights. Make sure your blinds are open to allow all of the interior light to shine through your windows. In the backyard, clean your porch and neatly arrange any outdoor furniture. Put away all toys and other items that might distract from your beautiful yard or porch. If you have a pool, make sure it is open, clean, and that all lights have been turned on. Learn more at NestedTours.com/Preparing

Cancellation, No Show, and Refund Questions

If a Nested Tours team member arrives at a shoot and no one is there to let them into the property, and if no other arrangements have been made for a lockbox or hidden key, there will be a 25% charge of the total amount of the shoot.

 

If you cancel your order a minimum of 2 hours before the scheduled time, you will receive a 100% refund. If you cancel your order less than 2 hours before the shoot time, you will receive a 75% refund.

If you are unhappy with your tour, we will first re-edit your photos. If you’re still dissatisfied, we will reshoot the home. Once you have gone through our Guarantee Policy Program and are still dissatisfied, you can get a refund within 30 days after the original appointment date. After 30 days, refunds will be given as a credit to your account for future orders.

If the home is not in a clean, show-worthy state, we have a $25 rescheduling fee. Use the checklist at NestedTours.com/Preparing to help prevent this from happening.

 

Every standard home Photo Tour comes with 1 free reshoot. This feature is designed for when the seasons change, the home owner/tenant moves out, the home staging has been updated, etc… To redeem this deal you must be a licensed real estate agent and within 12 months of the original shoot date. If you need an additional reshoot of the property after your 1 free reshoot or if it’s 12 months after the original shoot date a reshoot fee will be charged. There will be a reshoot fee for all other products/services.

Platform Questions

To schedule a tour, create an account at NestedTours.com. Select ‘Order a Tour,’ or go to order.NestedTours.com to get started. Follow the step by step directions in our on-demand ordering system. When you start typing in an address, our system will automatically search Google and Zillow and pull in all of the relevant information. Click ‘Next,’ and you’ll be able to see all available tour packages for that listing. On the next screen you can select from all of the available times on the calendar. To save your spot on the calendar you will need to pay. Through our scheduling system you can reschedule your appointment or cancel. If you cancel your tour at least 2 hours in advance before the scheduled appointment time you will receive an automatic refund.

You can customize your flyer by clicking the ‘Edit’ button next to your tour under the ‘My Tours’ section of your account. Make the appropriate changes under the ‘Basic’ tab. The flyer uses the information you provide. Then, click ‘Update Tour’. Under the ‘Photos’ tab, the first 6 images in the tour are the photos used for your flyer. Once you have moved your 6 favorite images to the top, select the ‘Extras’ tab. Click ‘Update Flyer,’ and our system will automatically email you the latest version. 

 

On a computer click the photo zip link or copy and paste it into your internet browser. On a Mac the photos zip will begin to automatically download. For Windows users select ‘Save’ to begin the download. Once the file has finished downloading: (Mac) Double click and the zip file will automatically unzip. (Windows) Right click and select ‘Extract All’ and select a new location to save the photos.

First, login to your Nested Tours account at order.NestedTours.com. Click the ‘Settings’ button on the left side of the page. Under the ‘Avatar’ subheading, click ‘Choose File.’ From there, you can navigate to and select any photo saved to your computer to use as your account’s picture.

Our YouTube videos take the arrangement of your photo tour and generates it into the video. To make changes to your YouTube video, first navigate to the desired tour. Select the ‘Photos’ tab and rearrange or delete any undesired images. Once you’re happy with the order of your photos, click the ‘Extras’ tab. Scroll down and click ‘Regenerate Video.’ It normally takes 5 to 30 minutes for a YouTube video to regenerate. You will receive an email when the new video has been uploaded to YouTube. You will also have access to the new video under the ‘Links’ section of the ‘Extras’ tab.

Virtual Tour Packages automatically come with every Photo Tour, Video Walk-Through, Aerial Photo, etc. This includes a branded and unbranded virtual tour, two customizable flyers, branded and unbranded YouTube slideshow videos, and a download link of all of your images. Your photos will automatically syndicate to Trulia and Zillow. We also provide an analytics system that records the traffic that your virtual tour generates. We display how many page views and which websites the views came from, giving you an edge when forming your marketing strategy.

Turn-Around Times

Our standard turnaround time Monday through Friday is next day before 5pm. After our photographers have finished their shoots for the day, they will upload their images and send them to our professional in-house editing team. Our editing team does not work on Sundays, turnaround times for weekend shoots will be Monday before 5pm. We offer Priority Editing which will push your shoot to the front of the editing line and guarantees a turnaround time by next day before Noon. We also offer Same Day Delivery; the Photo Shoot must be scheduled before noon and we will deliver the photos by 8pm the same day.

Once you select the images you would like to have virtually staged, we will have your photos ready the following business day before 5pm. If you schedule a Saturday shoot that includes virtual staging we will have your images completed by Monday before 5pm.

After our photographers have finished their shoots for the day, they will upload the video footage and send it to our professional editing team. The editors will have your video walkthrough ready within 2 – 4 business days. 

Editing Questions

These basic photoshop edits are included with every photo tour, like: small spots or holes in walls, trash cans, people, pets, mirror and window reflections, basic spot fixing on the carpet, pet waste, etc. For more extensive photoshop work, we charge between $25 and $50 depending on the project. Extensive changes like carpet fixing or replacement, extensive wall correction, and changing wall or grass color all fall within the $25 to $50 price point. We offer 2 Free Sky Replacements as an add on to your photo tour. Or, you can select 10 Sky Replacements for $5. 

Once you receive your video walkthrough, you will have one opportunity to give us detailed instructions on any changes you’d like to see.  Please provide said changes in written form (text or email), so we can be on the same page and quickly provide you with your new edit. Every additional edit made beyond the first re-edit will be an additional $25 charge.

Once your photos or videos have been captured, the photographer then hands off the footage to our team of professional editors. Our editors use the same editing techniques and software. No matter which editor edits them, you will always receive the same ‘Nested Look.’