Terms & Conditions

a.Shoot

An OnCall Creator will arrive at the scheduled time and location equipped with standard professional gear, which includes a camera, lens, gimbal, monopod, wireless microphones, LED panel lighting, wireless Client monitor, and drone (subject to change depending on situation). The Creator will begin filming promptly at the agreed-upon start time. To allow for setup, it is recommended to schedule the Creator’s arrival at least 15 minutes prior to the desired filming start time.

Shoot sessions must be scheduled for a minimum duration of one (1) hour and a maximum duration of four (4) hours per Creator. For sessions requiring longer durations, an additional Creator is recommended to maintain optimal coverage and quality. Exceptions for extended solo Creator bookings (up to eight hours) may be accommodated upon request, but require a mandatory one-hour break after the fourth hour. That break is not billable: it is not charged to the Client and does not draw from the Client’s hours. Booked hours are working hours, so a session including a break runs one hour longer on site than the hours booked. Additional Creators can be added upon request and will be billed separately at the applicable hourly rate.

A single Shoot booking may include multiple locations; however, travel time between locations will be counted within the scheduled hours. The session will conclude at “tail lights,” defined as the moment the Creator is packed and prepared to depart the location at the scheduled end time. Clients are encouraged to factor in approximately ten (10) minutes at the end of the session for packing equipment and departure.

If the Client requests additional filming beyond the scheduled time, OnCall Content will accommodate the request, subject to Creator availability. Any additional time will be tracked and rounded to the nearest 30-minute increment, billed accordingly, and reflected in the Client Portal.

Raw content files captured during the session are delivered digitally via the Client’s secure portal. For Clients with an active Content Club membership (3-, 6-, or 12-Month tiers), delivery is guaranteed within 24 business hours after session completion. For Ad-Hoc Clients, delivery is guaranteed within 48 business hours after session completion. Business hours accrue on business days only (Monday through Friday, excluding observed holidays): for example, content from a Friday session is guaranteed by the corresponding time Monday for Club members and Tuesday for Ad-Hoc Clients. OnCall Content aims to deliver ahead of these windows whenever possible.

b.Edits

Upon receiving an Edit request, an OnCall Editor will review all provided instructions and assets, coordinating with the Client’s OnCall Account Manager for additional clarification if required. Editing services are performed remotely, tracked in 15-minute increments, and completed within the requested timeline.

Editing services include video editing, motion typography, motion iconography, simple motion graphics, basic color correction, and audio editing. Any assets needed for Edits must either be provided by the Client or sourced from footage captured during prior OnCall Shoots. OnCall Editors may source additional stock assets, such as licensed images or music, exclusively from libraries included in OnCall Content’s current service offerings. For an up-to-date list of available libraries, please consult your OnCall Account Manager.

Finished Edit deliverables will be provided digitally through the secure, personalized Client Portal upon completion.

a.Hours (Credits)

Clients purchase hours securely online via the Client Portal. Card and bank payments are processed by Intuit Payments Inc. through QuickBooks. Clients may alternatively choose to pay by paper check; however, purchased hours will be credited only after the payment is fully processed and confirmed.

All hours have expiration dates calculated from their original date of purchase, with expiration timelines varying according to the type of package selected:

1. i.Ad-Hoc Hours: Expire 60 days from the date of purchase.
2. ii.3-Month Club: Expire 3 months from the date of purchase.
3. iii.6-Month Club: Expire 6 months from the date of purchase.
4. iv.12-Month Club: Expire 12 months from the date of purchase.

Hours must be fully paid upfront at the time of purchase, covering the entire duration of the contract period. Monthly installment payments are not available for club level purchases. Discounted hourly rates are offered to Clients based on the duration of their purchased Club membership term.

If a Client exceeds their prepaid hours, OnCall Content will promptly notify the Client and issue an invoice for the additional hours used. Scheduled services and access to deliverables may be temporarily suspended if invoices remain unpaid.

Clients may purchase additional hours at any time through the Client Portal. Clients with an active Club membership may top up their Club at that Club’s hourly rate with no minimum purchase; topped-up hours share the same expiration date as the Club membership window they extend. If a top-up invoice is paid after that Club window has already closed, the purchased hours instead receive the standard 60-day expiration measured from the payment date. Alternatively, Clients may start a separate plan purchase (Ad-Hoc or a new Club), which carries its own expiration window based on its purchase date and selected plan type.

Club membership is defined by the membership window: a Client remains a Club member—including for top-up eligibility and member rates—until the window’s expiration date, regardless of remaining hours. Where a Client holds more than one active Club membership, the highest tier governs their member rate.

To ensure fair availability for all Clients, usage limits apply unless prior arrangements have been made with the OnCall Account Manager:

1. i.Maximum 4 hours per day, per Creator (exceptions considered on a case-by-case basis).
2. ii.Maximum 20 hours per week.
3. iii.Maximum 40 hours per month.

Clients are responsible for tracking their hour usage and expiration dates through their Client Portal, although OnCall Content will provide regular reminders and updates on available hours.

Clients with an active Club membership may upgrade to a higher Club tier before their membership window closes. Club hours already purchased during the membership count toward the higher tier’s minimum-hours commitment, so only the remaining difference must be purchased, at the higher tier’s hourly rate. Upon full payment of an upgrade, the entire membership is re-established at the higher tier as of the membership’s original start date: every Club hour the Client holds—including previously purchased, unused hours—extends to the upgraded window’s expiration date (original start date plus the upgraded tier’s term). Hours already used remain used, and no rate difference is refunded or credited on previously purchased hours. Upgrades apply only to Club hours; Ad-Hoc hours retain their own expiration. An upgrade must be initiated and paid in full before the current membership window closes—if payment is completed after the window has closed, no extension occurs and the newly purchased hours instead receive the standard 60-day expiration from the payment date. Hours are never credited to a Client’s Hours Bank before payment is received in full.

b.Mileage and Travel Fees

Travel outside of Kalamazoo County is billed at a rate of $1.50 per mile, per person, roundtrip. Mileage is calculated from OnCall Content Headquarters to the parking lot of the first scheduled Shoot location and back. This charge covers mileage, vehicle use, and the Creator’s labor (travel time). No additional mileage fees apply for subsequent moves between locations during the same booked session; however, the session hours will continue to accrue during any travel between locations.

Upon booking a Shoot outside of Kalamazoo County, mileage charges will be calculated immediately, and an invoice will be issued by OnCall Content within the following days.

Additional expenses incurred during the shoot, including but not limited to parking, entry fees, or permits, will be billed separately at actual cost.

c.Drone Flight Authorization

Standard drone footage capture is included at no additional charge. However, if drone filming requires special authorization or permits for regulated airspace, the time spent securing permits or clearances will be deducted from the Client’s Hours Bank. Clients will be informed of any potential authorization requirements during the booking confirmation process.

a.Negative Account Balance

When a Client's Account Balance is negative:

1. i.Download Access is automatically suspended. The Client retains the ability to view and stream content within their Client Portal, but downloading of finalized deliverables is disabled until the balance is resolved.
2. ii.Daily email notifications are sent to all users associated with the Client's membership, including the current balance, the amount owed, and a direct link to purchase additional hours through the Client Portal.
3. iii.Download Access is restored automatically once the Client's Account Balance returns to zero or above. No manual request is required.

b.New Service Requests During a Negative Balance

OnCall Content reserves the right to decline or pause new Shoot or Edit requests from any Client whose Account Balance is negative at the time of the new request. Clients wishing to book new services while carrying a negative balance are encouraged to contact their OnCall Account Manager directly to discuss options.

c.Edit Hour Allotments

When submitting an Edit request, Clients provide a maximum hours allotment for the work requested. This allotment serves as a cap — the Edit will not exceed this amount without Client approval. Actual editing hours are tracked in 15-minute increments and logged as accrued. If it becomes apparent during editing that the work will approach the maximum allotment, the Client's Account Manager will notify the Client before proceeding further. Upcoming hours for active Edits are reflected in the Client Portal based on the maximum allotment provided at booking.

d.Ownership and Access During an Outstanding Balance

Content is uploaded to the Client Portal upon completion of a service and remains visible and streamable regardless of Account Balance. Full Download Access and transfer of ownership rights (see Section X) are contingent on the Client's Account Balance being at zero or above.

a.Booking Lead Times

Bookings typically require a minimum of 48 hours’ advance notice. While OnCall Content aims to accommodate shorter-notice requests whenever possible, same-day or next-day bookings are subject to Creator availability and cannot be guaranteed. Clients needing immediate services (within 48 hours) must directly contact their Account Manager to verify scheduling feasibility.

b.Shoots

Shoots must be scheduled for a minimum duration of one (1) hour, and standard Shoots are limited to a maximum of four (4) hours per Creator. Longer or customized Shoot durations can be arranged upon direct request to your Account Manager.

A single Shoot booking may include multiple locations; however, all travel time between locations will count against the booked hours. Clients are responsible for planning the Shoot schedule accordingly.

Upon scheduling a Shoot through the Client Portal, the Account Manager will be notified automatically. The Account Manager will then reach out to confirm the details of the booking, clarify requirements, and verify location information prior to the Creator’s arrival. Clients must provide accurate details at booking, including location, start time, on-site contact information, and content expectations.

c.Edits

Editing services are booked through the Client Portal and are tracked with a minimum increment of fifteen (15) minutes per editing session. Clients must provide clear instructions, desired turnaround time, estimated hour allotment, and any necessary assets (e.g., graphics, logos, music, additional footage). Assets not already captured by OnCall must be uploaded through the Client Portal by the Client.

Once an Edit request is submitted, the Client’s Account Manager will confirm receipt, review details, and clarify any questions before editing work begins. Clients will be promptly notified if the Edit approaches the maximum hours allotment, and work will not continue beyond that limit without Client approval.

d.Changes, Cancellations & Rescheduling

Clients may modify their booked Shoots directly through the Client Portal. Changes to a Shoot’s date, start time, or duration require at least 48 hours’ notice before the currently scheduled start and are subject to schedule availability. All other Shoot details—including location, on-site contact, shot requests, and service items—may be changed up to 12 hours before the scheduled start. Any client-made change returns the Shoot to a pending state and requires re-confirmation by OnCall Content before it is locked in; Clients are notified by email when the updated Shoot is re-confirmed.

Changes needed inside these windows, and all cancellations, must be communicated to the Client’s Account Manager directly. Clients are required to provide at least 24 hours’ notice for cancellations. Cancellations, or rescheduling requests made within 24 hours of the scheduled session start time, may result in booked hours being considered used and deducted from the Client’s Hours Bank.

a.Shoots

Shoot hours are tracked and billed in 30-minute increments, with a minimum booking length of one (1) hour. A grace period of seven (7) minutes beyond the booked session length is permitted. Session times exceeding this period will round up to the next 30-minute increment.

Shoot time tracking begins when the Creator arrives at the scheduled location (“arrival time”) and concludes at “tail lights,” defined as the moment the Creator has packed all equipment and is prepared to depart the location. To ensure filming begins precisely at the desired time, Clients should schedule the Creator’s arrival at least 15 minutes earlier than the actual filming start time. Similarly, Clients are encouraged to allocate approximately 10 minutes within their scheduled time for equipment pack-up at the session’s conclusion.

For Shoots extending beyond four (4) hours, a second Creator is recommended to ensure quality and efficiency. If a single Creator is scheduled for a longer Shoot (up to eight hours), a mandatory one-hour break is required after the fourth hour. The Client is not charged for that hour and it does not draw from the Client’s hours. Any requests for additional filming time beyond the scheduled session must be communicated immediately to the Creator or Account Manager, and are subject to Creator availability.

b.Edits

Editing hours are tracked in 15-minute increments. At the time of booking an Edit, the Client specifies an allotted amount of editing time requested. If, during the editing process, additional time is deemed necessary beyond the original estimation, the Client’s Account Manager will promptly communicate this requirement to obtain approval and make appropriate adjustments to the Hours Bank.

All editing time, including initial edits, Client-requested revisions, and any required modifications, is fully tracked and reflected accurately in the Client Portal. If the result is a negative Account Balance, the policies in Section V apply.

a.Clear Direction and Communication

The Client is responsible for providing clear instructions and expectations regarding the content to be captured or Edited. This includes, but is not limited to, descriptions of desired shots, subjects, style, branding elements, and any relevant preferences. If no specific instructions are provided, OnCall Content will use its discretion to capture and Edit the content but will not be liable for missing particular shots, subjects, or details not explicitly requested by the Client.

b.Location and Access

The Client must ensure all scheduled locations are accessible and suitable for filming or photography at the agreed-upon time. This includes securing permissions and notifying relevant parties at each location. OnCall Content is not liable for delays, restrictions, or inability to capture content due to lack of proper authorization or access to designated areas.

c.On-site Coordination

The Client must designate an on-site representative to coordinate with the Creator during each Shoot. The designated representative should be familiar with the desired outcome and able to guide the Creator to required Shooting locations. While OnCall Creators are highly skilled in capturing quality visuals, they are not responsible for directing talent, managing personnel, or staging complex scenes.

d.Releases and Permissions

The Client is solely responsible for securing any necessary legal releases or permissions required for filming individuals, private property, intellectual property, or copyrighted materials that appear within their requested content. OnCall Content will not be held liable for any rights violations or legal actions resulting from the Client’s failure to obtain the appropriate permissions.

e.Asset Delivery for Edits

For Edits requiring additional assets (logos, graphics, music, external footage), the Client is responsible for uploading all necessary files through the Client Portal prior to editing. Any delays caused by incomplete or late asset submission may affect delivery timelines and hour usage.

f.Account Balances

The Client is responsible for maintaining awareness of their Account Balance and responding promptly to notifications of a negative balance. OnCall Content provides automated weekly hours reminders and daily notifications when a balance is negative. Failure to resolve a negative balance may result in restricted Download Access and the right of OnCall Content to decline new service requests, as described in Section V.

a.Ownership and Usage Rights

Upon resolution of any outstanding Account Balance, the Client retains complete ownership and usage rights of all raw footage, images, Edited deliverables, and any other content created by OnCall Content during Shoots or Edits. Clients are granted unlimited usage rights, allowing the provided assets to be utilized across any platform or medium, including but not limited to social media, websites, broadcast, print, and advertising. Unless otherwise expressly agreed upon in writing, OnCall Content reserves the right to display completed Client work as part of its promotional materials.

b.Client Liability for Rights and Releases

It is the Client’s responsibility to ensure proper rights, releases, and permissions are secured for any third-party content appearing in their deliverables. This includes permissions related to locations, individuals, talent, music, artwork, trademarks, and other intellectual property. OnCall Content explicitly disclaims any liability related to rights violations, licensing, or permissions, and is not responsible or liable for any published content. Liability for published content rests solely with the Client as the publisher.

c.Stock Assets and Licensing

If the Client requests OnCall Content to source stock images, music, or other media, these assets will be selected exclusively from licensed libraries included within OnCall Content’s current service offerings. While OnCall Content will source these materials responsibly, the Client remains responsible for any specific licensing terms or requirements outlined by the stock libraries used. Clients should consult their Account Manager for an updated list of approved stock libraries and licensing terms as needed.