POLICY, WORKING CONDITIONS & PROFESSIONAL STANDARDS

This policy explains how Durval projects are requested, confirmed, produced, delivered and invoiced. Its purpose is to create a clear, fair and professional collaboration structure for all parties.

Separate Booking, Rescheduling & Cancellation Conditions apply to reservation payments, postponed assignments and cancellations.

IMPORTANT WORKING STRUCTURE

To ensure clarity, efficiency and a reliable written record, all project requests, quotations, confirmations and important changes are handled by email.

Before a project can be scheduled, the client must confirm:

  • The project location
  • The selected package or standalone service
  • The preferred production date
  • The property or business type
  • The approximate size and number of buildings or relevant areas
  • Any specific production or presentation requirements

A project is considered confirmed only after the agreed scope, production date and commercial conditions have been accepted in writing.

Changes to the location, briefing, required deliverables or agreed scope may affect the planning, delivery schedule and final price.

PROFESSIONAL CONFIDENTIALITY

Confidentiality, discretion and operational trust are fundamental to every Durval collaboration.

Durval respects:

  • The relationship between agencies and their clients
  • Confidential property and commercial information
  • Unpublished listings and marketing plans
  • Private access arrangements
  • Supplied photographs, documents and project materials

Information and content received for an assignment are used only for the agreed professional purpose unless separate permission is provided.

Durval operates as an independent external service provider and does not interfere with the relationship between the agency and its client.

DRONE OPERATIONS

WEATHER AND OPERATIONAL CONDITIONS

Drone production depends on safe and suitable operating conditions.

Before a scheduled production date, Durval reviews the expected weather and relevant operational circumstances. Drone operations may be postponed, shortened or cancelled when conditions are unsuitable, including:

  • Excessive wind
  • Rain
  • Poor visibility
  • Heavy cloud cover affecting the intended result
  • Unsafe environmental circumstances
  • Temporary airspace restrictions
  • Other conditions affecting flight safety or legal compliance

Durval cannot be held responsible for weather conditions or external operational restrictions.

When drone production cannot safely or legally proceed, a replacement date or alternative production plan will be discussed with the client.

Ground photography, interior production or other parts of the assignment may still proceed when practical and agreed.

AIRSPACE, RESTRICTIONS AND AUTHORISATIONS

Every proposed drone location is assessed before the assignment is accepted.

Drone operations are performed only when they can be conducted safely and in accordance with applicable European and Spanish UAS regulations, geographical-zone requirements and local restrictions.

Depending on the location and type of operation, additional requirements may include:

  • Airspace verification
  • Coordination with an aerodrome, heliport or air traffic service
  • Restrictions associated with urban areas or protected locations
  • Permission from the property owner or site manager
  • Operational declarations or authorisations
  • Temporary flight restrictions
  • Additional operational safety measures

Operations performed within the European open category generally do not require an operational authorisation, but location-specific conditions and restrictions may still apply.

Operations outside the limits of the open category may require a declaration, additional coordination or operational authorisation.

Durval informs the client when a proposed operation requires additional documentation, coordination or approval.

Processing periods cannot be guaranteed because they depend on the operation, location and competent authority.

Durval cannot be held responsible when access, coordination or authorisation is delayed or refused by an authority, airspace manager, property owner or other responsible third party.

LOCATION ACCESS AND PRODUCTION READINESS

The client is responsible for ensuring that all agreed areas are:

  • Accessible at the scheduled time
  • Safe to enter and record
  • Clean and presentation-ready
  • Free from unnecessary personal or confidential items
  • Available without avoidable interruption
  • Authorised for photography and filming

The client must inform Durval in advance about:

  • Occupied rooms
  • Guests or tenants
  • Staff restrictions
  • Animals
  • Access limitations
  • Privacy concerns
  • Construction activity
  • Neighbouring properties that must not be recorded
  • Other circumstances affecting production

Waiting time, unavailable rooms, incomplete preparation, unplanned additional areas or changes to the approved briefing may be charged as additional production time.

The applicable Booking, Rescheduling & Cancellation Conditions apply when a confirmed assignment cannot proceed or is definitively cancelled.

COPYRIGHT, MUSIC AND CONTENT USE

Unless otherwise agreed in writing, Durval retains copyright in the original photographs, video productions, layouts, written content and other creative work produced for an assignment.

The client receives the agreed right to use the final delivered material for approved commercial purposes, including:

  • Property portals
  • Company websites
  • Booking platforms
  • Social media
  • Presentations
  • Approved advertising campaigns

Raw files, unfinished edits, project files, unused footage and working documents are not automatically included.

Music supplied by Durval is selected from Durval’s licensed music library and is used in accordance with the applicable licence conditions.

Specifically requested commercial tracks, specialist licences, professional voice actors or external creative suppliers are quoted separately.

The client is responsible for ensuring that supplied logos, photographs, documents, plans, texts and other materials may legally be used.

DELIVERY AND CLIENT-REQUESTED CHANGES

Estimated delivery timing is confirmed according to the selected service, project complexity and current workload.

Durval corrects genuine errors in its own delivery.

Changes requested after approval of the original briefing—including changes to the structure, language, creative direction, duration, number of versions or agreed deliverables—are treated as additional work.

Durval does not provide unlimited revisions.

Priority delivery is available only when confirmed in advance and remains subject to availability.

VAT AND INVOICING

All published prices exclude VAT unless explicitly stated otherwise.

The applicable VAT treatment is determined for each transaction according to:

  • The client’s professional or private status
  • The validity of the client’s VAT identification number
  • The countries in which the supplier and client are established
  • The nature and place of supply of the service
  • Applicable European and national VAT regulations

For eligible cross-border B2B services within the European Union, VAT may be accounted for by the client under the reverse-charge procedure.

When the reverse-charge procedure does not apply, the legally applicable VAT treatment will be stated on the invoice.

Clients must provide correct legal, company and invoicing information before an invoice is issued.

PROFESSIONAL POSITIONING

Durval does more than produce photographs and videos.

Our objective is to improve how properties, hospitality businesses and destinations are presented, understood and perceived.

We combine visual production, presentation strategy and marketing support to help clients:

  • Create stronger first impressions
  • Communicate the genuine qualities of a property or location
  • Improve online presentation
  • Reach international audiences
  • Generate more serious buyer, guest or client interest

Durval does not guarantee a sale, rental, booking level or advertising result.

Results depend on external factors including:

  • Price
  • Location
  • Property condition
  • Market demand
  • Seasonality
  • Campaign budget
  • Agency follow-up
  • Buyer or guest preferences

Our responsibility is to provide honest advice, professional execution and presentation material designed to strengthen the commercial opportunity.

INTERNATIONAL COLLABORATION

Durval operates independently and collaborates with selected:

  • Real estate agencies
  • Hospitality businesses
  • Property owners
  • Developers
  • Commercial partners

Professional communication and content support are available in:

  • English
  • Dutch
  • French
  • German

Basic Spanish is available for local coordination.

Translations, multilingual versions, subtitles and voice-over services are included only when explicitly stated in the selected package or quotation.

OUR SERVICES

Durval combines:

  • Professional property and hospitality photography
  • Drone photography
  • Cinematic video production
  • Interior walkthrough video
  • Social media content
  • Property and hospitality copywriting
  • Listing optimisation
  • International presentation support
  • Meta campaign management
  • Digital property magazines
  • Consultancy
  • Viewing representation
  • Inspection and progress documentation

Each assignment is structured according to the location, intended audience, required deliverables and commercial objective.

OUR OBJECTIVE

Durval collaborates with real estate agencies, hospitality businesses, property owners and commercial partners throughout Belgium, Southern Catalonia and the Mediterranean region.

Our objective is simple:

To present properties, hospitality businesses and destinations more clearly, attractively and professionally.

A strong presentation should accurately reflect reality while revealing the complete context and genuine potential of the opportunity.

For real estate, this means presenting not only the building and land, but also the setting, region, lifestyle and relevant buyer potential.

For hospitality, this means communicating not only rooms and facilities, but also atmosphere, comfort, surroundings and the experience guests can expect.

We do not create a false version of reality. We present the real opportunity at its strongest.

Projects outside Southern Catalonia, including other regions of Spain and Europe, can be considered upon request. Availability, travel arrangements and pricing are confirmed through a tailored quotation before the project is accepted.

FAIR AND PROFESSIONAL COLLABORATION

Durval aims to build reliable and lasting professional relationships.

Every collaboration is based on:

  • Clear communication
  • Realistic expectations
  • Written confirmation
  • Respect for agreed scope and planning
  • Transparent pricing
  • Professional discretion
  • Constructive problem-solving
  • Fair treatment of genuine unforeseen circumstances

Durval expects the same level of honesty, preparation and operational respect from every client and project partner.

 

Clear agreements create better work, stronger trust and more successful collaboration.

 

 

BOOKING, RESCHEDULING & CANCELLATION CONDITIONS

These conditions apply separately from Durval’s general Policy. Their purpose is to protect reserved production capacity, preparation time and confirmed project planning while allowing reasonable flexibility when genuine unforeseen circumstances occur.

Durval always aims to resolve changes constructively before applying cancellation charges.

1. SCOPE OF APPLICATION

These conditions apply to all confirmed Durval assignments involving reserved production time or creative capacity, including:

  • Real Estate packages
  • Hospitality packages
  • Marketing packages
  • Photography and video assignments
  • Standalone media services
  • Drone production
  • Social media content
  • Campaign-related production
  • Confirmed additional services and add-ons

Consultancy assignments are excluded unless separate booking conditions are stated in the quotation.

2. BOOKING CONFIRMATION

A project is considered confirmed only after:

  • the quotation and project scope have been accepted in writing;
  • the location and scheduled date have been confirmed;
  • the selected package, standalone services and additions have been confirmed;
  • the required reservation payment has been received.

Important confirmations and changes are handled by email to maintain a clear written record for both parties.

3. RESERVATION PAYMENT

A fixed reservation payment of:

€150,-

is required to secure the agreed production date and reserve Durval’s project capacity.

The reservation payment:

  • is not an additional charge;
  • is deducted in full from the final invoice when the assignment proceeds;
  • remains connected to the assignment when the production date is reasonably rescheduled;
  • compensates Durval for communication, preparation, planning and reserved availability.

The reservation payment applies to the complete confirmed assignment and not separately to every selected service.

4. EARLY CANCELLATION

When an assignment is cancelled sufficiently early and Durval has not yet suffered a meaningful loss of time, preparation or booking opportunity, Durval may refund the reservation payment.

This is assessed reasonably according to:

  • how long the booking had been confirmed;
  • how far in advance the cancellation was communicated;
  • whether preparation had already started;
  • whether the reserved capacity could still be reassigned;
  • whether the project had already been postponed previously.

A refund is not automatic but will be considered fairly.

5. RESCHEDULING

When an assignment cannot proceed on the original date because of a reasonable and genuine circumstance, Durval will first attempt to reschedule the project.

The €150 reservation payment is then transferred to the newly agreed date.

Reasonable rescheduling may include:

  • unsuitable weather;
  • serious illness;
  • accident or travel disruption;
  • temporary access problems;
  • other unforeseen circumstances that do not represent a definitive cancellation.

Repeated postponement does not create a new reservation payment, provided the original assignment remains active and a replacement date is agreed.

6. WEATHER AND DRONE CONDITIONS

Weather and drone-operating conditions are assessed by Durval.

When wind, rain, visibility, airspace restrictions or other operational conditions make the agreed production unsafe or professionally unsuitable:

  • the affected production may be postponed;
  • no late-cancellation charge is applied;
  • the reservation payment is transferred to a replacement date;
  • interior or ground-based production may still proceed when practical.

An unexpected weather change is not treated as a client-caused cancellation.

When the client independently cancels despite Durval confirming that the agreed production can reasonably proceed, the normal cancellation conditions may apply.

7. DEFINITIVE CANCELLATION WITHIN 24 HOURS

When a confirmed assignment is definitively cancelled within 24 hours of the scheduled production time because the property or location:

  • has been sold;
  • has been rented or otherwise committed;
  • has been withdrawn from the market;
  • has been made unavailable;
  • can no longer be presented;
  • or cannot proceed because of another preventable client-related circumstance,

the following becomes payable:

50% of the total agreed assignment value

The previously paid €150 reservation payment remains retained separately.

Relevant costs already incurred are charged additionally.

The total agreed assignment value includes:

  • the selected package;
  • standalone services;
  • confirmed additions;
  • additional media deliverables;
  • other services included in the accepted quotation.

Example

A confirmed assignment consists of:

  • Premium package: €599
  • Additional reel: €95
  • Property copywriting: €120

Total agreed assignment value: €814

Definitive cancellation within 24 hours:

  • 50% of €814: €407
  • retained reservation payment: €150
  • plus only relevant costs actually incurred.

8. HUMAN EMERGENCIES AND SERIOUS PERSONAL CIRCUMSTANCES

Durval distinguishes between a commercial cancellation and a genuine human emergency.

Serious circumstances such as:

  • death or bereavement;
  • medical emergency;
  • serious accident;
  • hospitalisation;
  • another exceptional personal crisis,

are handled with discretion and reasonable flexibility.

In such cases, Durval may limit the charge to:

  • the retained €150 reservation payment;
  • work already performed;
  • costs already and unavoidably incurred.

The normal 50% late-cancellation charge does not have to be applied when doing so would be unreasonable or insensitive.

Durval retains the right to assess genuine exceptional circumstances individually.

9. ACCESS, KEYS AND CLIENT DELAYS

The client is responsible for ensuring that the location is accessible and ready at the confirmed time.

This includes:

  • correct keys being available;
  • authorised access being arranged;
  • the owner, agent or responsible contact being informed;
  • agreed rooms and facilities being accessible;
  • required permissions being in place.

When production is delayed because of forgotten keys, absent personnel or another client-side access problem, Durval will attempt to continue the assignment where practical.

For example, exterior, land or drone production may begin while access is being resolved.

Additional waiting, travel or production time is charged only when it actually occurs, at the applicable rate.

Current additional on-site production rate:

€85 per hour

Durval does not charge waiting or travel costs when no waiting or travel has occurred.

10. LOCATION READINESS

The agreed price assumes that all confirmed areas are:

  • clean;
  • safe;
  • accessible;
  • authorised for filming;
  • reasonably presentation-ready.

Time lost because of:

  • incomplete cleaning;
  • occupied rooms;
  • missing access;
  • delayed staff;
  • unavailable facilities;
  • unannounced guests or tenants;
  • last-minute preparation;
  • additional areas not included in the briefing,

does not automatically extend the assignment.

Durval may:

  • continue with the areas that are available;
  • charge additional on-site time;
  • return on another date under a separately agreed charge;
  • apply the relevant cancellation conditions when the assignment cannot reasonably proceed.

11. WORK ALREADY PERFORMED

When preparation, travel, production, editing, writing or other project work has already started, Durval may invoice the work actually completed.

This may include:

  • project preparation;
  • location and airspace checks;
  • travel;
  • photography or filming;
  • drone operations;
  • media selection;
  • editing;
  • copywriting;
  • rendering;
  • licences or third-party services.

When the shoot has already been completed and the property is subsequently sold or withdrawn, the assignment is not treated as an unused booking.

The completed production and any editing already performed remain payable according to the amount of work completed, up to the full agreed project price.

12. ACTUAL ADDITIONAL COSTS

Additional costs are charged only when they have genuinely been incurred.

These may include:

  • travel beyond the included radius;
  • additional travel time;
  • waiting time;
  • permits or operational coordination;
  • specific music licences;
  • external suppliers;
  • professional voice actors;
  • accommodation;
  • other approved third-party expenses.

No travel charge applies when Durval has not travelled.

No waiting charge applies when Durval has not been required to wait.

13. CANCELLATION OR REPEATED POSTPONEMENT BY DURVAL

Durval is responsible for maintaining reliable planning and professional communication.

When Durval repeatedly postpones or cancels an assignment for reasons within its reasonable control, the client may:

  • request a new production date;
  • or cancel the assignment and receive a refund of the reservation payment for work not yet performed.

No refund is required for work already delivered or external costs already and properly incurred.

Weather restrictions, unsafe drone conditions, illness, accident or other genuine circumstances outside Durval’s reasonable control are handled through rescheduling rather than treated as avoidable cancellation.

14. PROFESSIONAL DISCRETION

These conditions provide a clear commercial structure, but Durval retains reasonable discretion.

Durval may decide to:

  • transfer the reservation payment;
  • reduce a cancellation charge;
  • offer an alternative production date;
  • provide a practical partial solution;
  • make a goodwill exception for a valued or long-term client.

An individual goodwill decision does not permanently change these conditions or create an automatic right to the same exception in future assignments.

15. ACCEPTANCE OF THESE CONDITIONS

These conditions are provided before the assignment is definitively confirmed.

By accepting the quotation and paying the reservation payment, the client confirms acceptance of:

  • the agreed project scope;
  • the selected services and additions;
  • the scheduled date;
  • the stated prices;
  • these Booking, Rescheduling & Cancellation Conditions.

Recommended confirmation sentence for email:

By accepting this quotation and paying the €150 reservation payment, the client confirms the agreed project scope, scheduled production date and applicable Booking, Rescheduling & Cancellation Conditions. 

 

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