This page isn’t about saying no to clients — it’s about knowing when not to move forward until something is fixed, cleared, or confirmed. It’s rare that we have to walk away from a shoot, but your safety and clarity are always the priority.
Here are some examples of when it’s appropriate to pause and get clarification before proceeding:
If you feel unsafe for any reason — aggressive animals, hostile people, a dangerous neighborhood, exposed wires, etc. — stop and text Emmaus or John immediately. You’ll never be asked to stay in a situation that feels threatening or sketchy.
If the home is clearly not photo-ready — trash everywhere, construction still happening, beds unmade, tenants refusing to leave, etc. — let the agent know kindly that it may be best to reschedule.
You can say:
“I’m happy to shoot today, but to give you the best results, I’d recommend rescheduling once things are cleaned and cleared. Totally up to you!”
We want to avoid reschedules as much as possible, so if it’s doable, jump in and help if you can (hide items behind a door, move some bottles, etc.). But if it’s truly unshootable, we’ll support that decision.
✅ Note: We can’t edit things out of video, so be more cautious if the mess is in rooms that will be recorded.
If they ask, “Can you also shoot the clubhouse down the street?” or “Can you do a 3D tour while you’re here?” — don’t feel pressured. But also don’t just say no.
Instead, explain confidently and kindly:
“Absolutely! We can definitely add that — it’s $39 and I’ll make sure the team includes it.”
If they agree, send a message in #completion-notes right away so we can update the invoice and order.
Here’s the internal guide with examples of what’s included vs. what’s an add-on: