Frequently asked questions

General FAQs

Q: What does Тhrillz do?

A: Thrillz allows you to buy, enjoy and share personalised video messages from your favourite celebrities. The perfect way to make someone happy and make your celebrations special.

Q: What kind of requests can I make?

A: Our celebrities are ready to make your special day! They are happy to record any request unless deemed inappropriate by Thrillz or themselves. Request a happy birthday video message with a birthday song, anniversary wishes, a message of congratulations, anything you like! Be as creative as you can.

Q: How does Thrillz work?

A: Select your celebrity, fill out 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: Celebrities 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 celebrity’s booking page when you make your request. Celebrities can change their price at any time.

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: Celebrities have seven 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 you cannot change the details of your request. At this stage, all requests are final.

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 orders but they must do so within seven days of the order being placed.

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

A: Once your Thrillz video message has been recorded. You will receive a confirmation email and SMS. You will be able to view, download and share your video message 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 on our website.

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 via our website where you can track all your pending orders and completed recorded videos. You can also change your personal details there.

Q: Can I communicate with the celebrity?

A: When you complete an order, the celebrity may send you a message via Direct Messaging in your customer dashboard if they need any further assistance with the order

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

A: Celebrities have seven days to complete a video. At the time of booking a video, Thrillz places a pre-authorization on your card. Funds will only be taken from your card when you receive the video from the celebrity. If it has been more than seven days and you have not received a video, the pre-authorization will automatically be cancelled. Please get in touch with the team at support@thrillz.co.uk if you have any questions.

Q: How do I contact the Thrillz team?

A: Please email 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 can’t 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 500 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: Please contact the team at support@thrillz.co.uk if you are unsatisfied and we will get back to you as soon as possible.