On the rare occasion you are not satisfied with the quality of a video you receive back from us, we offer the option to replace the video within 48 hours totally free of charge.
We will replace videos under the following circumstances:
- Poor sound quality (no sound / voice inaudible / interference)
- Poor visual quality (browser zoomed in / difficult to discern detail)
- Instructions not followed correctly
- Mobile device not shown
- Incorrect mobile device used
- ...and other related issues
To replace a video, navigate to the test results page for the relevant order (Tests > All tests > View results) and then click on the Replace button on the individual video that you would like to replace.
You will then be asked to specify the reason for requesting a replacement (this helps us continuously improve our service!) before submitting the request.