Thrillz | FAQ
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Frequently asked questions

General FAQs

Q: Why does a video message from a celebrity make the perfect gift?

A: Browse the huge range of talent on Thrillz, order a personalised video on our website and watch your friends and family light up with happiness! This is a real treat, just like receiving a signed poster, but better.

Q: How do I book a personalised video message?

A: There’s never been an easier way to get a personalised video message from a celebrity. Simply search our site, choose who you would like a video from and select from the packages and services they offer. Then create an account by entering your name, email and password. Once you’ve done this, add your instructions to tell the talent what you would like them to say when they record the video.

Q: How long can I keep my video message for?

A: Thrillz video is for life so once complete you can view, share and download the video from your dashboard on the site and spread the joy of Thrillz with all your family and friends!

Q: What are the Thrillz values?

A: At Thrillz we help fans to reach the stars. We love making people happy and spreading joy, and what better way to put a smile on people's faces than with video messages from their best-loved star?!

Celebrities are often seen as unobtainable... well, Thrillz is here to make the unobtainable obtainable with video messages and other services direct from your favourite stars!

Q: What does Thrillz do?

A: Thrillz allows you to buy, share and enjoy personalised video messages, performances as well as live experiences from your favourite celebrities. It is the perfect way to surprise a loved one with something unexpected! We are humble mediators who connect celebs with fans - please don’t confuse us with your idols!

Q: How much does it cost for a Thrillz video?

A: Each celebrity sets their own price which is displayed on their Thrillz profile amongst the package types they offer.

Q: When will I be charged?

A: When you pay for a video, the total cost is held from your credit/debit card as an authorisation until your order is completed. Your debit/credit card will be charged as soon as the Thrillz video has been uploaded to your Thrillz profile. If your request is rejected or expired, the held amount (cost of your booking) will be released back to your credit/debit card within 3-5 business days.

Q: How long will my video request take to be completed?

A: Celebrities have seven days to complete each order from the date of your booking. Although they complete the videos much quicker. If your request isn’t completed within that period, it will expire and you will receive an email notification from Thrillz. The temporary hold charge on your debit/credit card will be released.

Q: How will I receive my Thrillz video?

A: Once your Thrillz video has been recorded, you will receive a confirmation email. You can also log in to your customer dashboard to see your video. From here, you will be able to view, download and share your video message with anyone of your choice. Simples!

Q: Can I download my video?

A: Yes, you can download the video on mobile and desktop subject to the Site Terms of Service. Please note for Thrillz Business that the license and copyright ownership varies.

Q: Can I leave a review?

A: Absolutely! When your completed video is uploaded to your Thrillz profile, we encourage you to leave a review for others to read on our website.

Q: How do I know which package to choose?

A: Customers can select from a personal shout-out video, business shout-out video, performance video or live experience. The price is shown on the celebrity’s booking page. Please note celebrities can change their price at any time.

Q: Is it guaranteed that the celebrity selected will complete my requested video?

A: It is our priority to ensure every customer receives their video and we try to ensure every request is completed. Celebrities have the ability to accept or reject an order but they must do so within seven days of the booking being placed.

Q: How can I view all my orders?

A: When you sign up to Thrillz, you can access your customer dashboard on the top right of the webpage when logged in. You can track all your pending and completed videos here. You can also update your personal details there.

Q: I have been charged but I have not received my video yet.

A: At the time of booking a video, Thrillz holds the cost of your booking from your card until the booking is completed. The payment is only transacted from your card when the video is uploaded to your Thrillz profile. If it has been more than seven days and you have not received a video, the hold charge is automatically cancelled.

Q: How do I contact the Thrillz Support team?

A: You can get in touch with us at support@thrillz.co.uk. We will get back to you as soon as possible.

Q: What happens if I’m unhappy with my video?

A: Obviously we want everyone to enjoy their videos. Please note that Thrillz is a technology platform that facilitates the connection between the fan and celebrity. We have no control over how celebrities record the video and they have full creative licence and control over the instructions you send in with the booking. However, if the video doesn’t meet our terms and conditions (read: Our Role as a Marketplace Platform), contact the Thrillz Support team at support@thrillz.co.uk and we will aim to get back to you in 24 hours.

Q: What kind of requests can I make?

A: Our celebrities are ready to make your day! They are happy to record any request unless deemed inappropriate by either themselves or Thrillz. Request a video with your own birthday message, a song performance or even a practical joke. Be as creative as you can, the options are limitless! Just note that if there are any particular actions or play-acting then this falls under the performance package.

Q: What is Thrillz Business?

A: Thrillz Business is the ultimate endorsement that can be used to have a celebrity shout out your brand, reward your employees or welcome new starters with a custom video. This authentic (and fancy) video makes your business stand out from the crowd!

Q: What is Thrillz Live?

A: Thrillz Live is the best experience to unite fans with their idols. You can choose a celebrity to make an appearance at a virtual or real-life event. It’s an opportunity to create unique experiences with a surprise or planned guest appearance with a select group or even one-on-one.

Q: How long is a video?

A: Celebrities have flexibility over the length of videos but they are usually a minimum of 20 seconds. They can vary in length depending on the celebrity and/or package. You can get an idea of the video length from the existing videos displayed on each celebrity’s Thrillz profile.

Q: What is the difference between a personal and business shout-out?

A: A personal video is for personal, non-commercial use and fun shout-out videos for yourself or loved ones. A business shout-out is a video for your brand or business, therefore costing more than personal shout-outs.

Q: Does the watermark have to stay on a Thrillz video?

A: The watermark can be removed for 10% of the booking cost. Please contact support@thrillz.co.uk to process this.

Q: How many characters are available in making a request?

A: All Thrillz video instructions must fit within the 300 character limit.

Q: Will I be charged before I have received the video?

A: Nope! We will never process the payment until the order has been completed. When you initially book your video message, a hold for the total amount is placed on your account. This is only processed and authorised once the celebrity has completed the order. If it is not completed for any reason, your money will be released back to you.

Q: Which package do I select?

A: You can choose a package based on what you are after.

Shout-out: If you want the talent to give you or someone else a shout-out and the video is for personal use (including as a gift for someone) then you should select the ‘shout out’ package.

Performance package: If you want the talent to carry out a performance, for example, to sing a particular song, and it is still for personal use, then please select the ‘performance’ package.

Business shout-out: If you are a business and would like either of the above, for an endorsement or congratulate an employee then select either the ‘business shout out’ or ‘business performance’ package.

Thrillz live: Select this package to meet your favourite celebrity in real life or virtually via Zoom for up to 20 minutes.

Q: Can I update my request after I have booked?

A: You’re only human and mistakes happen. If you identify an error in your instructions or would like to change them, please contact the Thrillz support team via email support@thrillz.co.uk. Please note, the team will only be able to amend your booking within 24 hours and if the celebrity has not yet completed your video request.

Q: Can I cancel my booking?

A: We generally do not offer cancellations as celebrities get an immediate notification about the booking and can complete it at any time. Please contact Thrillz Support if you have any questions about your order.

Q: Can I download and share my video?

A: Of course! Head to your dashboard, then ‘completed orders’ where you will find your awesome completed videos! You can then download and share with all your family and friends.