Terms and conditions
These terms apply when you book any TrueFrame Property service. Please read them before you pay. If you're booking as an individual rather than a business, your legal rights as a consumer always apply, and nothing here takes them away.
1. About us
TrueFrame Property is a trading name of Jeeno, a sole trader. Email: trueframeproperty@gmail.com. We are not registered for VAT, so no VAT is added to our prices.
2. Our services
We edit property photos you send us, make video tours from them, offer virtual staging to letting agents, and promote properties on social media. What each package includes, and its price, is shown on our website when you book. Free samples come with no obligation to buy.
3. Booking and payment
- One-off packages are paid in full by card through a Stripe payment link before work starts.
- Monthly promotion is charged automatically each month in advance.
- Work starts once we have both your payment and your original photos.
4. Turnaround
Turnaround times are in working days (Monday to Friday, excluding UK bank holidays) and start when we have your payment and photos. Essentials, Virtual Staging and Standard are delivered within 48 hours, and Premium, Portfolio and rush jobs within 24 hours. If we're going to miss a deadline, we'll tell you as soon as we know.
5. What you need to provide
- You must own the photos you send, or have permission to have them edited and used.
- You must have the property owner's or landlord's permission to market the property.
- Please remove or tell us about any people, names or personal details in the photos.
- Information you give us about the property must be accurate.
6. Our honesty rules
We improve light, colour, sharpness and straight lines, and with your permission remove temporary clutter. We will not:
- add furniture, views, features or amenities the property doesn't have, except clearly labelled virtual staging
- remove or hide damage, stains, cracks or permanent features
- change the size, layout or windows of a room
We may refuse any request that would make a listing misleading. You are responsible for how you use the finished images, and for making sure your listings follow Airbnb's, the property portals' and UK advertising rules.
7. Virtual staging
- Virtual staging is available to letting agents only, for empty rooms only.
- Every staged image is supplied labelled "Virtually staged", together with the unstaged original.
- Whenever you publish a staged image, you must make clear that it is virtually staged, and you must not use it for Airbnb or holiday-let listings.
8. Revisions
Each photo includes one free re-edit if you ask within 7 days of delivery. Further changes, or new requests that weren't part of the original booking, may be charged at our add-on prices.
9. Using the finished work
Once you've paid, you may use the finished photos and videos for as long as you like to market the property, on any platform. We will only show your property in our portfolio or on our social media if you give us permission.
10. Monthly promotion
- Monthly promotion runs month to month. You can cancel at any time with 30 days' notice by emailing us.
- Posts on TrueFrame's own channels that you've paid for are labelled as adverts.
- We link only to your own listing, and we never show the property's exact address.
- We can't guarantee any number of views, enquiries or bookings.
11. Cancelling
If you're booking as an individual (a consumer): you have 14 days from booking to cancel and get a full refund. If you ask us to start work within those 14 days and then cancel, we'll deduct a fair amount for the work already done. Once we've delivered all the finished work at your request, you can no longer cancel that booking.
If you're booking as a business: you can cancel for a full refund before we start work. Once work has started, payments are non-refundable, but we'll deliver whatever has been completed.
12. If something goes wrong
If you're not happy with our work, tell us within 7 days of delivery and we'll put it right. If you're a consumer, you also have the right under the Consumer Rights Act 2015 to services carried out with reasonable care and skill.
We are not responsible for how many viewings, lets, sales or bookings a property gets. For business customers, our total liability for any booking is limited to the amount paid for it. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
13. Law
These terms are governed by the law of England and Wales. If you're a consumer living in Scotland or Northern Ireland, you can also bring a claim in your local courts.
14. Changes to these terms
We may update these terms from time to time. The version that applies to your booking is the one shown on our website when you booked.