Frequently asked questions

General FAQs

Q: What does Тhrillz 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!

Q: How do I make a booking?

A: Select your celebrity, choose your package type, complete the booking request form, and click “Pay now”. We use the leading payment provider, Stripe, to process payments. You can use any major credit/debit card. We will put a temporary authorization hold on your card until your personalized Thrillz video is completed and sent back to you.

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 authorization 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.

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

A: Celebrities have seven days to complete each order. 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 and text message. You will be able to view, download and share your video message with anyone of your choice.

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: Can I leave a review?

A: Yes! 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 or performance video. The price is shown on the celebrity’s booking page. Please note celebrities can change their price at any time.

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

A: If you identify an error in your instructions and would like to change it, please contact Thrillz support team as soon as possible via live chat or email support@thrillz.co.uk. If the order has not yet been completed by the celebrity, the team can amend your order.

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 order 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 order from your card until the order 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 am unhappy with my Thrillz video?

A: Please contact the Thrillz Support team at support@thrillz.co.uk if you are dissatisfied and we will get back to you within 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!

Q: What is Thrillz Business?

A: Thrillz Business can be used to have a celebrity shout out your brand, reward your employees or welcome new starters with a custom video.

Q: What is Thrillz Live?

A: Create unique experiences with a surprise guest appearance. You can choose a celebrity to make an appearance at a virtual or live event.

Q: How long is a video?

A: Videos are a minimum of 20 seconds and 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, shout out videos for your 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.

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

A: All Thrillz video instructions must fit within the 500 character limit.