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Terms of service

These terms apply when you order a film or subscribe through Reel Estate Agency. Prices are in Australian dollars and include GST.

Who we are

Reel Estate Agency is operated by FB ADS, ABN 22 639 050 213. Contact: hello@reelestateagency.com.

Films and revisions

A regular one-off 15, 30 or 45 second film includes 3 revisions. Monthly plans include 3 revisions on each film in the plan. A revision is a change to the existing film — music, pace, titles, end card, or regenerating a shot — not a new listing film. Additional films are a new order.

First-film trial (75% off)

The first-film trial is 75% off one single one-off film only — one 15, 30 or 45 second film — with 5 revisions on that film. Trial prices are A$14.75, A$24.75 and A$37.25 (usually A$59, A$99 and A$149). GST is included.

The trial applies only to a single one-off film. It never applies to multi-film packs, bundles, film credits, plan upgrades or subscriptions. It is limited to one use per customer, enforced by account, email, phone and PayPal payer. If more than one of those already used the trial, checkout charges the regular price or the trial payment is refunded.

The 5 revisions apply only to that first trial film. Later films include the regular 3 revisions unless a plan says otherwise.

Payment

One-off films are paid at checkout through PayPal (PayPal balance, card, Apple Pay or Google Pay where available). Monthly plans are billed by PayPal. You can cancel a subscription from your PayPal account. We start work on a one-off film after payment is captured.

Your listing

You confirm you have the right to use the listing photos, logo, headshot and any other material you give us. Every shot starts and ends on your real listing photos. Camera moves between photos are AI-generated. We do not add or change features of the property (for example rooms, pools, views, finishes or renovations) that the home does not have.

Music you upload. If you upload your own music, you confirm that you own it or have a licence that covers its use in the film, including on social media and listing portals. You are responsible for that music and for any claim about it, and we may remove it from a film if we receive a complaint. We trim it to the film’s length, fade it out and adjust its volume, but we don’t check who owns it.

Creative edits. In a revision you can ask for optional playful additions to a shot, such as an animal, people, a vehicle, decorations, weather or a different time of day. These are creative edits made with generative AI. They do not depict the real property or its condition, and any version that contains them is labelled “Creative edit”. You are responsible for how you use a creative-edit version. Do not use it in a way that could mislead a buyer or tenant about the property, and keep the unedited version for listing portals. Each request is checked before delivery, but generative results can vary. A revision that includes creative edits uses one revision, and the number of shots that can be creatively edited per revision and per film is limited. If we cannot get a creative edit to look right, that shot stays unchanged and the revision is returned to you.

Delivery

Most films are delivered the same day, usually within about an hour of payment (or of photos being uploaded, if we needed them). We email a link when the film is ready. You may download the film for marketing the listed property. Music licences are listed on the music credits page.

If we cannot finish a film

The production pipeline retries failed shots and re-renders automatically, up to three quality-control attempts. If we still cannot finish a film to our standard, we will email you an apology and add a replacement prepaid film credit of the same length to your account, valid for 12 months. You can commission a new film with that credit from your dashboard at no further charge. We do not automatically refund the original payment when a credit is issued.

Refunds

We do not issue automatic refunds solely because quality-control retries failed — a replacement credit is the default remedy, as described above.

You may request a refund instead of a credit within 14 days of that notice, in the help chat or your dashboard, and we will refund the original payment provided the film was never delivered. You may also request a full refund if you have paid but we have not yet started filming.

Once a film has been delivered, change-of-mind refunds are not available. Use the revisions included with your order. Approved refunds are returned to the original payment method and usually appear within 5–10 business days. PayPal payment disputes are decided by PayPal.

If a trial price was charged after the trial had already been used, we automatically refund that payment.

GST and invoices

All displayed prices include 10% GST. A tax invoice can be issued for a paid order. The legal entity on invoices is FB ADS, ABN 22 639 050 213.

Changes

We may update these terms. The version on this page at the time you pay is the one that applies to that order.

Last updated 11 November 2026 (refund and credit policy added).