Frequently asked questions

General FAQs

Q: What does Thrillz do?

A: Thrillz allows you to buy, enjoy and share personalised video messages from your favorite big names

Q: How does Thrillz work?

A: Select your talent, fill out the booking request form, and click the “pay now”! We use the leading payment provider, Stripe to process payments. You can use your credit/debit card or Apple pay. We will put a temporary authorization hold on your card until your personalized Thrillz video is completed and sent to you.

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

A: Talent set their own prices for each video. Customers can select from a shout out video or a performance video. A shout out video is shorter in length and is usually used for greetings. A performance video is a longer video that includes a personalised performance. The price is shown on the talent’s booking page when you make your request. Talent can change their price at any time, but you will be charged the price when you book your Thrillz video.

Q: When will I be charged?

A: When you pay for a video, we will put a hold on your credit/debit card as an authorization until your order is completed. Your debit/credit card will be charged as soon as the Thrillz video is completed and sent to you. If your request is not completed, the authorization will be released, and you should see the hold removed from your credit/debit card up to seven days after the Thrillz video has expired or been declined.

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

A: Talent has five days to complete orders. If your request isn’t completed within that period, it will expire, and the temporary hold on your debit/credit card will be released.

Q: Can I update my request or cancel after I have made a booking?

A: Unfortunately not. At this stage, all requests are final.

Q: Is it guaranteed that the talent I select 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. However, it is possible that your booking request will expire after five days. Remember, all talent has the option to accept or decline any request that comes through but they have to decide within five days of the order being submitted by the customer.

Q: How will I receive my Thrillz once it’s finished?

A: We will send you an e-mail and an SMS informing you. You will be able to view, download and share the videos with everyone!

Q: Can I leave a review?

A: Yes! When your completed video is sent to you, we encourage you to leave a review for others to read.

Q: Can I download my video?

A: Yes - you can download the video on mobile and desktop. You have a non-commercial and personal license to use it forever, subject to the Site Terms of Service.

Q: How can I view all my orders?

A: When you sign up, you have access to your customer dashboard where you can track all your pending and completed orders. You can also change your personal details here.

Q: Can I communicate with the talent?

A: When you complete an order, the talent may reach out to you via Direct Messaging in your customer dashboard if they need any further assistance with the order.

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

A: If your video was booked in the last five days but you haven’t received it yet, we’ve only put a pre-authorization hold on your credit/debit card. This is to ensure funds are available when talent fulfills your Thrillz video request. If it’s been over five days, please contact the team at support@thrillz.co.uk

Q: How do I contact the Thrillz team?

A: Please e-mail us at support@thrillz.co.uk. We will get back to you as soon as possible.

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

A: Yes!. The watermark must remain on all videos and cant be removed, altered, modified, covered or cropped.

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

A: All Thrillz requests must fit within the 250 character limit.

Q: Can I edit a Thrillz video?

A: No! All Thrillz videos must be posted unedited to ensure information is not taken out of context, as per our terms and conditions.

Q: What happens if I am unhappy with my completed Thrillz video?

A: A Thrillz video may not be returned or exchanged and no refunds will be issued. Please contact the team if you are unsatisfied: support@thrillz.co.uk