Help centre
Answers, short and clear.
Pick a topic. Every answer starts with the short version, then the steps.
Questions
What is the biggest file I can upload?
50 GB per video file and 200 GB per order. Bigger projects get a custom quote.
How long will my upload take?
100 GB takes about 2.2 hours at 100 Mbps and about 7.4 hours at 30 Mbps. The uploader shows the time left from your real speed.
Should I turn off HDR on my iPhone?
No. Shoot the way you like; HDR clips are handled.
Can I upload a whole folder from my phone?
Phones can't drop folders. Choose the files inside the folder instead, all at once.
Why don't you download from links?
Downloading from platforms breaks their terms and would bring in files nobody checked. A recording you make stays your choice.
Are Arabic captions checked?
Yes. Every Arabic caption is checked for joined letters, right-to-left order and spelling before delivery.
Can I use a popular song?
Only when you have the rights to it. Platforms often mute or block videos with songs that aren't licensed.
How many brand kits can I keep?
Up to 10, with one marked as the default for new projects.
Can I paste a YouTube or TikTok link?
No. Videos are never downloaded from links. Screen-record the video and upload the recording instead.
Can I get clips from the episode too?
Yes. After delivery, cut clips from the same footage on the delivery page.
How long can I download my files?
For 365 days after delivery.
What counts as one round?
All the comments sent together. Send them as one list to get the most from each round.
Can I get a refund after delivery?
If something is wrong, the changes round fixes it. If we can't deliver what was ordered, you get a full refund.
Who can see my files?
Your files are private. Access is controlled by your account, and trusted cloud and AI processing providers under contract receive only what is needed to deliver and secure the service. The final quality check is automatic. Retention and deletion are explained on the security page.
Still stuck?
Write to us and include your project link if you have one. We reply within one business day.
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