How Can We Help?
We think our processes are pretty straightforward, but we understand that you might have some questions about the various account options, billing and what is and isn’t possible (we say the sky’s the limit, but we’re an optimistic bunch). Our team are always happy to answer any questions that you may have, but you might find some answers in our collection of frequently asked questions – have a look below.
Click or scroll to find out more
Click or scroll to find out more
Account
Are there any subscription fees, contracts or long-term commitments for the Pro account?
There is no subscription fee, contract or long-term commitment, however your account must have a monthly turnover in excess of £50.00 + VAT or the price of any services you have ordered in that month will default to Pay as You Go rates.
Can I set up a Pay as You Go account initially and then switch to a monthly Pro account once my volumes are sufficient?
Yes of course; this is what many clients do.
If I have a Pay as You Go account and I buy credit, does it have an expiry date?
No, credit lasts indefinitely.
Is the drawing office open at weekends and on public holidays?
We work with clients around the world, so we do not follow the public holiday schedule of any particular country. The drawing office is open on all public holidays, with the only exceptions being Christmas Day and Boxing Day.
Our standard opening hours are Monday to Friday throughout the year, but we are also open on selected Saturday mornings.
What is the turnaround time for services?
We aim to deliver all services on the next working day, but some services can take an extra day depending on the complexity of edits.
Enterprise Account
What is the difference between the Pro and Enterprise accounts?
The Enterprise account is aimed at high volume users with multiple branches or users for whom integration might be required to manage the volume of orders being placed. With higher order levels we can be more flexible with pricing and accommodate additional requests without additional charges.
What sort of volume do I need to make in order to benefit from an Enterprise account?
As a general rule Enterprise accounts are designed for 25+ orders per day, but this is flexible and does depend on what type of service is being provided, monthly expenditure and the specific requirements and standards for the work. If you are not sure if you meet the criteria or not do drop us a line and we can make sure you are on the account that suits you best.
Are the payment methods or terms different for an Enterprise account?
The payment methods are the same as the Pro account, however we do also accept monthly BACS payments. Regardless of the number of branches or users, the system records all the jobs completed in any given month and sends an invoice at the beginning of the following month. Payment can then be made using any of our automated payment methods or manually by BACS.
Will you contact us if you think we are eligible for an Enterprise account?
Yes, we will definitely contact you if we think that you could benefit from any of the features of an Enterprise account.
Will I get a significantly better price if I am using an Enterprise account?
Not necessarily, the Enterprise account is not just about price. It really depends on the volumes, requirements and services you are ordering. Our prices are already highly competitive however we appreciate when processing very high volumes every penny counts, hence we try to be flexible.
FInance
What payment methods do you offer Pay as You Go Account holders?
For Pay as You Go accounts you will need to use a debit or credit card to add credit onto your account using our secure online payment gateway.
What payment methods do you offer Pro Account holders?
For Pro account holders there are several options for payment: direct debit and continuous card payment authority using a debit or credit card are the two standard options, however BACS, international BACS and credit or debit card payment facilities are available upon request.
What is a continuous debit/credit card payment authority?
A continuous credit/debit payment authority is a type of regular automatic payment that you can set up using your debit or credit card. The amount can vary month to month depending on your account spending. The amount owing will be taken automatically from your card 10-15 days after you receive your monthly invoice.
How do I select which payment method if I am setting up a Pro Account?
If your registered address is in the United Kingdom, you will have the choice of paying by Direct Debit or continuous credit/debit card payment authority. Clients registering from outside the UK must register for continuous credit/debit card payment authority. Payment by BACS (UK clients) or international BACS transfer can be requested once registration is complete via a link in your My Account tab. All applications are subject to credit checks.
Can I change the payment method used on my Pro account?
Yes, simply log in to your account and navigate to your Account summary page.
How do I cancel my continuous debit/credit card payment authority?
To cancel your continuous card payment authority, please contact us. Please note, your account may be placed on hold until a new payment method has been put in place.
Amendments
Once a job has been finished and completed can I still make amendments?
Yes, this works in the same way as making amends before a job is marked as completed and there is no extra for up to three sets of amendments.
Do you charge extra for amendments?
Three sets of amendments are included for no extra charge. It is very rare that more than three sets of amendments will be required and we will always try to avoid charging extra, however certain requests will reasonably necessitate a fee.
If you do have to charge me for amendments what is the charge per additional set?
The costs depend on which type of account you have.
How quickly are amendments normally made?
Timescales depend on what time of day you request the amendments. Prior to 1pm GMT, amendments will normally be completed and returned to you within the hour and sometimes much quicker. If amendments are requested any later than this, they can sometimes take longer and there is a possibility they may not be made until early the next morning.
Can I request amendments to my photos?
Yes, this works in the same way as floor plans.
Photo Editing
Is there a limit to the size of file (sketch or photo) that I can upload?
Yes. You can upload up to 100 separate 50 MB files at any given time.
Are my photos stored somewhere?
All original and enhanced photos are stored on our servers and archived after three months. You can release any jobs from the archive at any time, but we do charge a small administration fee upon release to cover the cost of storage.
What file types am I able to upload my photos in?
Our preference based on file size and quality is either JPG or DNG, however we also accept GIF and TIFF RAW files. Please contact us if you wish to send RAW files.
Are you able to blend multiple exposures and is there an extra charge for this?
Yes we can and do this for many clients. There is no extra charge as such but our fees are based on the number of images uploaded not the number of output files, so if you upload three images to be blended you will incur three x photo fee.
Is there an extra fee for airbrushing and removing objects from photos?
We include basic object removal as part of our standard fee and processing however in addition we have standard and complex airbrushing which incurs an extra fee. Standard airbrushing might be something like removing another agent’s board or a bin from an image, while complex changes might be removing a skip or car from a driveway.
Virtual Staging
What interior style options are available?
We have four options: Contemporary, Industrial, Traditional or Transitional. Examples can be found on our booking form and on the services page of the website.
What is the turnaround time for virtual staging?
The turnaround time is two to three days for up to five images; larger orders may take longer.
What if the photos I provide have some furnishings in them already?
We can digitally remove any existing furniture and add something more suitable and current. Click here for more information and some examples.
We need flooring adding, is that possible?
Carpet is included in the fee, with anything else like tiles or wooden-effect flooring that we need to match requiring a charge for bespoke virtual staging.
Floor Plans
Can you supply floor plans in different file types?
We can supply up to three file types for each job, which usually include PDF and JPEG and a selection of your choice. You will have the option to change this while submitting your order. We can supply files in almost any format, so please let us know if you have any specific requirements.
How much do you charge per floor plan and are there any extra charges?
Our prices vary depending on which type of account you have, how big the property is and what preferences you select.
Can you draw plans from architects' plans?
Yes, we can but ideally the plan should have clear measurements, or we will have to draw approximately to scale by eye or using the scale bar. Even if there are some dimensions that is better than none.
Can you copy an old floor plan from another agent and put it into our format?
Yes. If you upload the floor plan as if it were a sketch, we will then copy it.
Do you draw 3D floor plans?
Yes we do; you can have a 3D plan on its own or a 2D and 3D plan together. Click here to view some examples.
Can you show furniture on the floor plans?
Yes, we can show furniture to both 2D and 3D plans but there is an extra charge for this which varies dependant on what type of account you have.
Scale / Lease Plans
I have an existing Lease Plan, can you redraw?
It depends how clear the plan is, although we will likely need measurements on the plan to draw from. If you are unsure, feel free to send it over to us to check.
I am selling my property and the estate agent has already prepared a floor plan; can I use this?
Marketing floor plans are normally drawn for layout purposes only and therefore do not show all the details/features needed for a Land Registry compliant plan. We will also need any communal areas and areas that the property will have access to, for example car parking, bin stores, garages etc.
I have some drawings provided by an architect; can I use this?
You may be able to use these if the drawings are in CAD format and include sufficient details. We will also need any communal areas and areas that the property will have access to, for example parking, bin stores or garages. If you are unsure, feel free to send it over to us to check.
Can you provide HMO plans & what will I need to send you?
Yes, we can produce HMO plans. These are typically requested by the local authority, who will usually provide a guidance document and an example of the required format.
Please send us the guidance document, along with your floor plan sketch. The sketch should clearly identify the locations of all fire safety equipment (such as smoke alarms, heat detectors, fire doors, emergency lighting, and fire extinguishers, where applicable).
Once we have this information, we can prepare and deliver your HMO plan in the correct format required by the local authority.
How much detail do I need to include on the sketch for a scaled plan?
The detail required is similar to a marketing plan but please take extra care with measurements and where possible make sure you measure all windows and wall thicknesses. The more information you provide the more accurate the plan will be.
EPC Calcs
Can you do EPC calculations from existing plans?
Yes, in some cases we can carry out EPC calculations using existing plans, provided they contain accurate dimensions and sufficient information for assessment.
If you are unsure whether your plans are suitable, please send them to us and we will be happy to review them and advise whether they can be used for the EPC calculation.
Is there a limit to the number of extensions you can calculate for a property?
It depends how clear the plan is, although we will likely need measurements on the plan to draw from. If you are unsure, feel free to send it over to us to check.
Are the plans compliant with accreditation requirements?
Yes, our EPC calculations are compliant with UK accreditation bodies. Please note though that the accuracy is only as good as the information supplied.
