Support
Frequently asked questions
If you can't find your answer here, write to me: I reply personally, usually the same day.
How does it actually work?
You pick a package and pay. Right after, you land in your order panel, where you fill in a short form and upload the material to edit. From there everything happens in the order chat: I tell you when I start, when the video is ready for review and when I deliver it.
What material do I need to send?
Whatever footage you already have, phone-shot is fine. If you have a logo, fonts or brand colours, upload them too: I use them to stay consistent with your identity. If you have no footage at all, for some packages I can work with stock — mention it in the form and we'll sort it out in chat before I start.
How long until I get the video?
Turnaround is stated on every package and starts when I have your complete material, not when you pay. Most jobs are delivered in two or three working days. With the express add-on that drops to 24 working hours.
How many changes can I ask for?
Every package includes the number of revisions shown on its card. A revision is one round of changes collected together: cuts, copy, music, pacing. If you need more rounds you can add an extra revision from the order panel.
Is payment secure?
Yes. Payments are handled entirely by SumUp, an authorised payment institution. Your card details are entered on SumUp's own pages and never pass through our servers: we only receive confirmation that the payment cleared.
What do I get as proof of payment?
Payment is handled by SumUp, which emails you the transaction receipt at the address used for the purchase. Your panel also keeps the order history with amount, date and number. If you need a different document for your bookkeeping, write to me before ordering so we can sort it out.
What if I'm not happy with the video?
We talk it through in chat and fix it with the included revisions: in practice it's almost always pacing or copy, and one round settles it. If work hasn't started yet you can cancel the order and get a full refund.
Are the videos mine? Can I use them in paid campaigns?
Yes. Once delivered and paid for, the usage rights to the edit are yours, with no limit on time or platform, paid campaigns included. The music supplied is royalty-free and cleared for commercial use.
What language do we work in?
Italian or English, whichever you prefer. The site shows up in your browser's language and you can switch it from the selector at the bottom of the page; subtitles are done in either language, and with the dedicated option in a third.
Still unsure?
Send me two lines about what you need and I'll give you a concrete answer, even if you end up not ordering.
Write to me