Question 1

Do phone photos work?

Accepted Answer

Yes. Professional photos look better; phone photos still look better than no video.

Question 2

How long does it take?

Accepted Answer

Most videos are ready in about 15 minutes. We email you the second it's done.

Question 3

Do you work outside the UK?

Accepted Answer

Yes. Import from idealista, fotocasa, immobiliare.it, Imovirtual, leboncoin and SeLoger. Prices in GBP here, EUR on the continent. Site in PT, ES, DE, FR and IT.

Question 4

Which portals can you import from?

Accepted Answer

UK: Rightmove, Zoopla. US: Zillow, Realtor.com. Spain: idealista, fotocasa, habitaclia. Italy: immobiliare.it, idealista, casa.it. Portugal: idealista, Imovirtual. France: leboncoin, SeLoger. Paste any listing URL; if we can't read it, upload the photos and we'll take it from there.

Question 5

Is the video mine?

Accepted Answer

Yes. With any plan, download it, post it, put it on the portals, hand it to the seller. No Scenella watermark on paid plans.

Question 6

My render failed.

Accepted Answer

The credit is returned automatically. Try again; if it fails twice, email us with the listing link.

Question 7

What if I don't like it?

Accepted Answer

You see and fix every photo before anything renders. Afterwards, edit any scene without spending a credit. If the first video isn't right, the second try is on us.

Question 8

Where does my brand kit come from?

Accepted Answer

Your logo, colours and contact card — pulled from your website in one paste.

Question 9

What counts as a listing?

Accepted Answer

One property, both formats, for 12 months. Every paid video includes 5 scene regenerations, whether you redo a scene, change its camera move or swap its photo; the trial video includes 3. Reordering, removing or restyling scenes reuses your clips and does not count: 20 such updates per paid listing, 4 per trial listing.

Question 10

Do credits expire?

Accepted Answer

On a Monthly or Yearly plan, unused credits roll over with no limit while your plan is active. If you cancel, they stay usable until the end of the period you paid for. Credits from a pack bought earlier last 12 months.

Question 11

Can I cancel?

Accepted Answer

Any time, from your account, in one click. You keep what you paid for.

Question 12

Refunds?

Accepted Answer

If a video fails to render, the credit comes back. If you're unhappy with your first paid video, email us within 7 days.

Question 13

VAT?

Accepted Answer

Prices in GBP and EUR are final. No VAT is added at checkout.

Question 14

Can I use it on the portals?

Accepted Answer

Yes. Every video carries a visible label, structure is never altered and the originals are kept. Each portal sets its own rules for video, so check the portal's terms before you upload.

Question 15

Can I remove the AI-enhanced label?

Accepted Answer

No. It's small, it's honest, and it protects you.

Question 16

How long does the original photo link work?

Accepted Answer

As long as your Scenella account exists. Deleting or taking down a listing does not break it, so a post that is still up never points at a dead link.

Help

Getting started

Importing listings

Formats and downloads

Editing scenes

Brand kit

Billing

Portals, labelling and AI

What we change, and what we never change