The Launch Lock
Guarantee terms for The Listing Launch System
Effective: July 10, 2026
The Launch Lock is our guarantee, in writing: three promises about the things we control on every Launch, each with a named remedy we actually pay. This page is the entire agreement behind the word “guarantee” anywhere you see it from us, every condition included, in plain English. The Launch Lock is part of our Agent Service Terms.
The three promises
1. The On-Time Promise
What we promise. Your delivery date is set with you at booking and shown in your portal from that moment forward. Not a window, not an estimate. A date you can build your listing timeline around.
2. The Complete-Delivery Promise
What we promise. Every tier, Standard, Premium, and Signature Launch, has a published Launch Manifest: the exact list of what ships, published in full further down this page. Your delivery includes everything on the manifest for your tier, plus any add-ons you booked. Complete means the list, not our memory of the list.
If we miss it. If a digital asset is missing, a photo, an export, a floor plan file, the property site, anything that lives in a file, it is in your hands free by the next business day. If the missing item needs a return visit to the property, twilight or drone, you choose the remedy: we shoot it at the next available slot free, or we credit that line item back. Your choice, honored either way.
How to claim it. One message in your portal naming what is missing. No forms.
3. The Reshoot-or-Refund Promise
What we promise. Reshoot or refund, always. If the work is not right, we make it right, and you are never stuck holding media you cannot use.
What happens if the work is not right. We start with offers, not hurdles. Re-edits: unlimited, free, and they never count against anything on this page. If editing cannot fix it, every listing includes one make-good reshoot visit at no charge. Reshoot visits beyond the included one are at our discretion. The refund never is. You can take the refund at any point, before the re-edit, before the reshoot, or after either; if you want the refund instead of another attempt, say so and it is done. We refund what you paid for that Launch, add-ons on it included.
How to claim it. One message in your portal telling us what is wrong. No forms, no debate about whether you qualify.
The Launch Manifest
The Launch Manifest is the published list of exactly what ships on each tier, and this is it, the same list shown in the booking flow before you confirm. The Complete-Delivery Promise is measured against the manifest for the tier you booked, plus any add-ons on your Booking Confirmation.
Standard Launch
- Everything the debut needs, done for you
- Full interior and exterior photography, edited and QC checked
- Every MLS, Instagram, and Facebook crop, sized and ready to post
- A 60 second listing reel for social
- Your own property site
- MLS remarks and social captions written for you, ready to paste
- One labeled day-to-dusk twilight exterior
- Your delivery time is set at booking and guaranteed
Premium Launch
- Everything in the Standard Launch, plus
- Extended coverage for a larger home
- Real flash twilight, shot on site, not simulated
- Neighborhood lifestyle b-roll cut into your reel
Signature Launch
- Everything in the Premium Launch, plus
- A cinematic walk-through film
- Matterport 3D tour and floor plan, so buyers tour before they visit
- Hand finished editing on every frame
The conditions, plainly
A guarantee with hidden conditions is a trap, so here are all of ours.
- The date that counts is the delivery date set at booking and shown in your portal. Who causes a reschedule decides whether that date moves. If you reschedule the shoot, or the reschedule is caused by property access or readiness, the date is set fresh with the new booking, and your portal shows the new one. If we reschedule for a reason within our control, photographer availability included, the promised date does not move; a delivery after the original date is still a miss. If weather or a safety call forces the reschedule, the date is set fresh with the new booking, because weather and airspace do not take bookings.
- The property has to be ready. We need access at the scheduled time, and the property needs to be show-ready. The photographer confirms both on site at arrival, and that on-site confirmation is the reference point if we ever disagree about the state of the property. A miss caused by a locked door or an unready property is not a Launch Lock miss.
- One remedy per listing. Across all three promises, each listing carries one remedy, the biggest one that applies. Two things never count against that cap: re-edits, which are unlimited, and the one make-good reshoot visit included with every listing.
- Return-visit assets follow the sky and the schedule. Anything that requires another trip to the property, twilight and drone, reschedules to the next available slot. Weather and airspace do not take bookings, and we will not pretend they do.
- Coverage. These promises apply to every Launch, including The First Launch, the free one. Where a remedy involves money and the Launch was free, there is nothing to refund, so the make-good remedies apply instead.
What this guarantee is not
No promise on this page touches the sale. We do not promise your listing will sell faster, sell for more, or draw more offers, and we never will, because no honest media company controls that. We control the media: what ships, when it ships, and whether it is right. That is what we put our name on. The market does the rest.
Effective date and changes
These terms take effect on July 10, 2026 and apply to every Launch booked on or after that date. When we change them, we publish a new dated version on this page and keep prior versions available. The version that applies to your listing is the one in effect on the day you booked. We do not change a promise out from under an existing booking.
Questions about the Launch Lock? Reach us via gavin@lumenlisting.com.