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.

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