Terms & Conditions

Last updated: June 2025

Agreement

This Agreement is effective for all purposes between Virtualized Ltd (“Service Provider”) and the buyer of services (“Client”). If the Client utilises any services offered by the Service Provider, they are bound by the terms and conditions outlined herein. It is the Client’s responsibility to be aware of these terms and to read and understand them prior to using any services. Modifications to this agreement can only be made in writing and must be signed by all parties.

Clients who order a Matterport Virtual Tour or any other service in collaboration with a third-party company also agree to adhere to that third party’s terms and conditions.

Should any part of these Terms and Conditions be found void or unenforceable, the remaining terms will continue to be in full force and effect. By accepting an estimate or commissioning work from the Service Provider, you agree to these Terms and Conditions. Any disputes arising from these Terms and Conditions will be governed by the laws of England and Wales.

Copyright & Licensing

The Service Provider retains copyright over all work produced for the Client and reserves the right to use such work for promotional purposes, unless an alternative arrangement is agreed upon in writing.

Once the Client has completed payment of the issued invoice, they are granted a non-exclusive, non-transferable license to use the provided assets—such as images, videos, and virtual tours—for the purposes outlined in the service agreement. These purposes may include business promotion, internal asset management, operations enhancement, and other collaborative projects.

This license permits the indefinite use of the assets strictly for the agreed-upon purposes. The Client is prohibited from reselling or redistributing any of the content to third parties without explicit written consent from the Service Provider.

The Service Provider reserves the right to include their branding, such as a logo, on all produced works.

Additionally, if a transfer of work to the client’s personal account is requested, the Service Provider reserves the right to charge a fee for the copyright transfer. The transfer fee starts at £99 and may vary depending on the size and complexity of the work.

Pricing & Payment Terms

The Service Provider reserves the right to request a deposit before work commences. The amount of the deposit can range from 20% to 100% of the total project cost, depending on the project’s size, complexity, and specific requirements. This deposit is non-refundable and ensures the initiation of services.

Upon completion of production, the Client is required to pay the remaining balance upon receiving the invoice. Full payment must be made before the release of the final project deliverables. Accepted payment methods include bank e-transfer and cash.

Cancellation / Rescheduling

A minimum of 24 hours’ notice is required for any cancellation or rescheduling; otherwise, a minimum charge of £100 will apply. Same-day and on-site cancellations may incur the full cost of the appointment.

The Service Provider will make every effort to deliver the agreed-upon services. However, they reserve the right to cancel without liability in the event of unforeseen circumstances, such as adverse weather conditions or other factors beyond their control. In such cases, the Service Provider will inform the Client as soon as possible. Upon request, any deposit will be refunded, allowing the Client to either contract with an alternative supplier or to arrange an alternative delivery schedule. 

Delivery / Archival / Hosting

Delivery Times

360° images, 360 virtual tours, Matterport virtual tours and CAD files are typically available between 24 and 72 hours after the shoot has been completed. However, delivery can extend to several days depending on the size and complexity of the project.

While every effort will be made to provide services within the specified timeframe, delivery dates are only estimates and the “Service Provider” shall not be liable for any issues, difficulties, or losses due to any delays.

Quality Processing and Delivery Methods

The 360 photos/images are processed and optimized for quality before delivery to the Client. Images may be delivered via email (e.g., in a zip file, Google Drive, or Dropbox) upon special request.

Hosting of Matterport Virtual Tours

Matterport Virtual Tours are hosted on the Service Provider’s Matterport account and are licensed to the Client for 3 months from the delivery date, unless otherwise agreed upon. Longer-term hosting incurs an additional charge starting from £25 per month. In the unlikely event of the Service Provider’s dissolution, the Client can self-host the Virtual Tours on their own Matterport account. The Service Provider can transfer all necessary data to the Client.

Notification and Additional Assistance

The Client will receive an email once the media has been processed, containing the deliverable in the form of a web URL, embed URL, attached zip file, Google Drive file, or Dropbox file. If necessary, other forms of online storage can be discussed before the appointment date. Additional assistance to obtain the delivered files and step-through instructions for uploading or embedding the media to a website can also be arranged.

Area Preparation

It is essential that all areas are prepared and staged for the photography or capture appointment and are ready when the Service Provider’s technician arrives.

Waiting time: If the area(s) is not ready to be captured or photographed upon the technician’s arrival, as specified in the area preparation checklist, the technician may choose to wait until it is ready or return at a different time or day. Waiting time is charged at £100 for each hour or any part of an hour and will be added to the invoice.

Risk Assessment

The “Client” has a legal responsibility to ensure the health, safety, and welfare of the “Service Provider” staff/crew members, and a detailed risk assessment should be carried out to ensure this. All hazards associated with photographing or scanning the property or business should be identified, the level of risk should be assessed, and appropriate action should be taken to reduce these risks to an acceptable level.

Onsite Services

On-site services such as cloud point scanning, 3D scanning, virtual tour photography, and 360° photography and videography can take anywhere from one hour to a full working day (or more), depending on the size of the property and the chosen service.

Please ensure that all pets are contained in areas that will not be recorded.

Delays: We also request that the number of people on the property be kept to a minimum during the appointment. Additionally, please avoid scheduling other appointments during the production session. Any delays incurred on-site that are beyond the scope of work required by any member of the Service Provider team will be billed to the Client at £100 per hour.

Additional Fees

Travel and Accommodation: Additional fees may apply for projects in remote or less accessible locations. These fees will be determined based on the specific details of the project location. We will communicate these fees and include them in your initial estimate prior to confirming the appointment date.

Return Trips: For projects extending over multiple days or requiring revisits due to inaccessible areas, interruptions, or other delays, a return trip fee will be charged. This fee starts at £100 per occurrence.

Additional Services: Services not included in the initial agreement or scope of work will be assessed and quoted separately. Any additional services requested will be billed in accordance with the revised quotation. 

“Client” Representation

The “Client” is responsible for being present at the beginning of the shoot to approve the “Service Provider” technician’s interpretation of the assignment. If the “Client” is not present, the technician’s interpretation shall be deemed acceptable.

Indemnification

The “Client” hereby indemnifies and holds the “Service Provider” harmless against any and all liabilities, claims, and expenses, including legal fees, resulting from the “Client”‘s use of the “Service Provider” work.

* These Terms and Conditions are subject to change without prior notice, so we recommend that you review them regularly.