Frequently Asked Questions

  1. Browsing and Ordering
    1. Is it possible to have a different font to the one shown, or use a different colour to those listed?
    2. Can you incorporate my logo into a design?
    3. Can I change the text after I've bought a design?
    4. I'd like to show my clients your designs without giving away my source. Is this possible?
  2. Downloading and Playing Videos
    1. How do I download my video(s)?
    2. Which video formats and resolutions do you supply?
    3. I’m having problems playing my video.
  3. Payments
    1. What payment methods do you accept?
    2. What taxes will I be charged?
    3. Can I get a refund on video purchases?
  4. Credits
    1. How much are credits worth?
    2. How can I purchase credits?
    3. Do credits expire?
    4. Can I get a refund for my credits?
  5. Designs
    1. What does the cost cover and why are different designs different prices?
  6. Payment and Data Privacy
    1. Who processes your payments?
    2. How do you protect my personal and financial details?
    3. Do you store my card details?
    4. Why do you ask for my postcode at the checkout?
  • Browsing and Ordering

    Is it possible to have a different font to the one shown, or use a different colour to those listed?

    No, the fonts and colours used have been selected because they work with the design. Having multiple font options on one design would be very difficult for us to implement due to the way the system works, although it’s something we may introduce in the future.

    Can you incorporate my logo into a design?

    Unfortunately not. Logos come in so many different shapes, sizes, styles and formats that it would be very difficult to create designs which would automatically work with any supplied logo.

    Can I change the text after I've bought a design?

    Unfortunately, once an order has been placed the text can't be changed and a new order will need to be created.

    When you place an order on Text In Motion you are paying us to produce a customised video file and give you a royalty free license to use that video file. Part of that cost is the computer processing time that it takes to customise the video with your text. To produce another video with different text would require more computer processing time, and therefore has to be charged for as a separate order.

    I'd like to show my clients your designs without giving away my source. Is this possible?

    We are currently working on a 'white label' version of the website which will allow our professional users to do that. In the meantime, we have produced an unbranded PDF catalogue of our wedding designs which you can download to show Brides and Grooms, so that they can select a design and colour scheme.

  • Downloading and Playing Videos

    How do I download my video(s)?

    Go to “Orders” (you will need to log in to access this), then click on the appropriate order, and under each item within that order you will see download links.

    Which video formats and resolutions do you supply?

    We supply your videos in “MPEG4 h.264” format which is currently the most popular and widely supported video file format.

    Our videos are rendered at 25 frames per second in progressive scan format, and supplied in three different sizes:

    “1080p HD” - This is the highest resolution (1920 x 1080 pixels), and if you are able to play it back without any problems this would be the best to use, particularly if you are displaying the video on a large screen.

    “720p HD” - This is a lower resolution (1280 x 720 pixels), but still ‘high definition’ - if you have problems playing the 1080p file, this should be your next choice.

    “576p SD” - This is the lowest resolution, and is ‘standard definition’ (the same resolution as TV programmes were before HD came along). If you can’t play either of the above options smoothly, this file should work.

    If you need the video in a different file format, we recommend downloading the 1080p HD file, and using conversion software such as Handbrake, or Adobe Media Encoder.

    I’m having problems playing my video.

    Assuming you downloaded the sample videos as recommended and were able to play them ok, the most likely problem is that your video file didn't download fully, for example due to a poor quality or interrupted internet connection. Try deleting the downloaded file and downloading again.

  • Payments

    What payment methods do you accept?

    We accept card payment using Visa, MasterCard, and American Express cards.

    What taxes will I be charged?

    We are legally required to charge VAT on all sales made to EU countries, excluding the United Kingdom. VAT is charged at the local rate of the country that the purchase is made from.

    Can I get a refund on video purchases?

    Due to the customised nature of the product, video purchases are non-refundable. You will have to acknowledge this in order to complete the checkout process.

    In the unlikely event that the video we supply has a problem (for example, doesn't look like the sample video on the product page, or the file is corrupted), and it is a result of an error with our systems rather than the fault of the customer, please contact us and we will replace the file.

  • Credits

    How much are credits worth?

    One credit is equivalent to one pound (£1), so a design costing £15 would cost 15 credits. Credits do not have a cash value and cannot be redeemed for cash or refunded.

    When a discount is applied to an order, this may result in a price which isn’t whole pounds - eg £13.50. In this case, the cost in credits would be rounded up to the nearest whole number - so an order totalling £13.50 would be charged as 14 credits.

    How can I purchase credits?

    Credits can be purchased under your user account page when logged in.

    Do credits expire?

    Credits do not expire.

    Can I get a refund for my credits?

    Credits are non-refundable.

  • Designs

    What does the cost cover and why are different designs different prices?

    We've put a lot of thought into our pricing, and believe it's fair and affordable. Our prices are mostly dictated by the infrastructure required to process, render and deliver each order, as well as the initial production time for each design.

    We use a cluster of high performance video rendering servers to produce your custom animations and provide HD videos that can be played on any standard video player. Some designs require significantly more processing time than others, due to the motion graphic effects used, and this, along with the design and production time, has the biggest impact on the price of each video.

    Additionally the price has to factor in licensing costs for fonts and other assets to enable us to provide you with a royalty free license to use your custom video messages at public events.

  • Payment and Data Privacy

    Who processes your payments?

    We use the Stripe payment gateway to process payments.

    How do you protect my personal and financial details?

    All connections to our website are made through HTTPS, which means that any data sent from your computer is encrypted before it leaves your computer, and decrypted when it reaches our web server. Passwords are stored using a one-way ‘hashing’ system, which means that even if somebody was to make unauthorised access to our database, they wouldn't be able to access your password.

    Payment data is sent using “stripe.js”, which means any payment data you enter is encrypted and then sent direct from your browser to the Stripe payment processing gateway - it doesn't go through the Text In Motion web server, and isn’t stored by us.

    Do you store my card details?

    We don’t store any of your card details, however, our payment gateway (Stripe) can store your card details to make the checkout process faster in future. If you don’t want your card details stored, you can uncheck the box during the checkout process to prevent this. If you would like technical details on how your payments are handled, visit Stripe.com.

    Why do you ask for my postcode at the checkout?

    This is only used to prevent card fraud (it is checked against the card number you enter - if it doesn't match the cardholder address we will decline the payment.)