FAQs
Have a question you need answered right now? Jump to a section below to get your answer. If you can’t find the answer you need there, check out the Forum. Your question may have been answered before.
General
Is our data backed up in case of an emergency?
Data is backed up daily on multiple servers located in different parts of the world. We can perform full backup recovery in the event of a system-wide emergency.
Is Zoo Property reliable, secure, and confidential? Is our data safe? Where is the data hosted?
We take all reasonable precautions to keep your information safe and secure. Our state-of-the-art redundant server cluster is hosted and professionally managed by Rackspace, a recognized leader in high-end hosting. You can read about their Zero-Downtime network and data center and what makes Rackspace the best place to host mission-critical websites. We also use Amazon’s S3 storage technology to store and serve uploaded files.
Can we export our data if we don’t want to use Zoo Property anymore? What format is the export in?
You can export all of your property listing data including images in XML format. We also offer an API that allows you to access your data from other tools that you use or create. To export data you go into the Developer’s Dashboard and locate the office you require the data for. If you click on the office details you will see a “Download CSV File” at the bottom of the page. Select this option and a CSV file containing all the office’s property data will be created.
Do you provide phone support?
We provide unlimited support via email for all our customers who have a Developer’s Account, but we do not provide support over the phone. The developers who operate Zoo Property are located across the world in different time zones. This allows us to address all support tickets usually within a few hours of them being posted.
Can you Modify Zoo Property for our business?
Zoo Property is one large web based system which is the same for everyone who uses it. It can’t be modified to suit individual clients but through the Online Store you can purchase add-ons which can be attached to the system or your website which provide additional functionality.
Can I Request a Feature to be Added to Zoo Property?
We strive to operate a real estate listing system which is fast, simple, intuitive and can meet the needs of real estate professionals across the world. If you would like to see additional functionality or a specific feature added to Zoo Property then please post your request in the Request a Feature section of the forum. We view the forum regularly and those requests which are heavily supported are reviewed and added to Zoo Property in the next update.
Is Zoo Property available in other languages besides English?
At this time the Zoo Property interface is only available in English, but translation of the interface is something we will do when we launch into non English speaking countries at a future date.
Managing Offices
Is there a limit on the number of offices I can have?
No, Zoo Property has been designed so you can have as many offices as you like. However, you will be charged $29 per month for every Active or Suspended office you have.
What is an Active Office?
Active offices are those offices with full functionality so listings will appear on your website and 3rd party portals and all team members will have access to the system.
What is a Suspended Office?
Suspended offices are those offices with limited functionality so listings will appear on your website and 3rd party portals and all team members will have access to the system only to update current properties, no new properties can be created.
What is an Inactive Office?
Inactive offices are those offices with no functionality so listings will not appear on your website or 3rd party portals and all team members will have no access to the system.
What is a Pending Office?
Pending offices are those offices which have been created and are awaiting for the account holder to approve. Account holder approval is necessary because as soon as the status changes from Pending to Active the account holder will be charged $29 per month.
Will my office’s property listings appear on real estate advertising portals?
Yes, we support the leading real estate advertising portals in the countries we are operational in.
What happens if I have questions about the Zoo Property system?
You can look through the Help Centre in the Agent’s System and if you can’t find an answer here then you can submit a support ticket through the Zoo Property system.
Will Zoo Property support me?
Yes, you can find answers to questions in the support section or alternatively you can submit a support ticket in the Developer’s System which will be addressed by our web developers.
Can I Deactivate an Office?
Yes, you simply change the status of the office to Inactive in the details section for that office.
Online Store
If I purchase a website from the Online Store will it automatically synchronize with my Zoo Property account?
Yes, All you need to do is enter your Zoo Property account number into the Config.php file when you activate the website.
Can I reuse a website I have purchased?
No, this is not possible as you have only purchased the license to use the website once.
If I purchase a website from the online store can I modify the website?
Yes, you have the freedom to modify any purchasers as you choose.
Billing Information
Who has access to the Account Section?
Only users with Full System access are able to view the Account section of the Developer’s System.
Where can I find our invoices or get a copy of an invoice?
Users with Full System Access will log into the Developer’s Account and then click the Account tab which will take them to a summary of all payments received and made. If you click on any invoice number you will be provided with a breakdown of that invoice. You can email these invoices to yourself or print them.
How do we update or change our credit card?
Users will Full System Access can change the credit card used for monthly Zoo Property billing by going to the Dashboard and clicking on the Account tab. Once on the Account screen, click the Credit Card Details tab where you can update your credit card details.
How do we cancel?
Only users with Full System Access can cancel the account. To cancel, go to the Dashboard and click on the Account tab. Once you are on the Account page, select Business Details and click the link that says, “Please cancel my account (I understand this is irreversible).” Your account will be canceled and all information including property listings will be deleted.
Note: There is no undo for cancellation. Once your account is canceled, all your offices and any information they have entered into the system will be immediately and permanently deleted.
How does your refund policy work?
Zoo Property is a month-to-month, pay-as-you-go service so we don’t provide refunds. You are billed every month for the service. You can cancel the service at any time and you won’t be charged again, but you are responsible for any charges already incurred.
Are there sign up fees? Termination fees? Any hidden fees we should know about?
We operate a simple pay-as-you-go service with no additional charges. We don’t charge sign up fees, termination fees, or any additional fees. The price you pay is simply the fixed monthly fee for every Active & Suspended office you have attached to your account. We also don’t charge by the number of properties or team members an office has. You can have 1 team member or 100 team members using an office account or have 10 properties or 1000 and you’ll still pay the same price. If you would like to cancel an office than simply change the status of that office to Inactive and billings for that office will cease.
Are there any contracts involved with signing up with Zoo Property?
Zoo Property does not believe in contracts, you cancel your account by clicking a button.
Are there any minimum subscription periods?
You pay your monthly subscription in advance so if you cancel an account you are locked in until the end of the month.
Are there any other fees other than the monthly subscription?
No, the monthly subscription is all you will be charged to use the Zoo Property system. If you purchase a website theme or an add-on then you are required to pay the purchase price of the product.
How do I make payment for the system?
Your credit card will be debited on the 1st day of every month for every active office you have attached to your account.
Do you use a secure means to accept and store credit card details?
Yes, we use the secure PayPal service to collect and store credit card details. No credit card details are collected through our website as we redirect you to PayPal to enter these details.
Team Management
Is there a limit on the number of team members i can set up in my account?
No, you can set up as many team members as you like.
Can I limit team member access to certain parts of the System?
Yes, there are three access levels which you control from within your system.
