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FAQs

Have a question? We're here to help. If you don’t see your question answered below, feel free to contact us for more help.

HOW DOES VIDEO LAB WORK?

Video Lab is a video platform that helps brands boost conversions with custom-made videos ads, made by our network of pre-vetted creatives.

 

Video Lab is easy, quick, and produces tangible results at an affordable price. Once you've signed up for our monthly or annual service plan, we'll take you through our simple 3-step process:

Set A Goal

It takes 5-minutes to create your video task on our platform: Set an objective, outline a script, + determine your video's CTA.

Upload Footage

Upload up to 5 minutes of footage for video ad conversion or outsource footage capture to our talent network.

Receive Your Video

Sit back and enjoy a cup of coffee while our pre-vetted video experts work their magic to deliver your video ad within 1-2 weeks.

HOW MUCH DOES VIDEO LAB COST?

We offer flexible subscription plans to suit your needs. Browse our Pricing Page to learn more about your options

WHAT VIDEO SIZES DOES VIDEO LAB CREATE?

Horizontal Videos (16:9) | Square Videos (1:1) | Vertical Videos (9:16)

You get to choose between wide (16:9), square (1:1), or vertical (9:16) final file size format

HOW DO I USE THE VIDEOS I RECEIVE?

You can post, publish, upload, share, and advertise your videos on Facebook, Instagram, YouTube, Twitter, TikTok, LinkedIn or any other social networks, websites, or blogs. The videos you receive are yours to use forever.


Still not sure? Check out our Enterprise Solutions for help with maximizing your video results.

WHAT KIND OF FOOTAGE DOES VIDEO LAB USE?

All footage used in video ad creation must be your own original recorded content (recommended), also known as UGC (User Generated Content). Alternatively, you can send us footage that you have licensed rights to or royalty free video content that you have downloaded.

As a Video Lab Pro or Rockstar member, you receive access to our Video Strategists for complimentary guidance on capturing your own high quality video content right from your mobile phone. If you’re not sure where to start – don’t worry! Once we've helped you set your video goals + created a video outline, you'll have a rubric to follow on selecting the best footage for your 8-15 second video ad.

IS THERE A LIMIT TO HOW MUCH FOOTAGE I CAN SEND?

Yes. You can send Video Lab a total of up to 5-minutes of footage per 8-15 second video ad conversion.

I DON'T HAVE FOOTAGE, WHAT SHOULD I DO?

As a Video Lab Pro or Rockstar member, you receive access to our Video Strategists for complimentary guidance of User Generated Content (UGC)  filming to capture your own footage. No fancy equipment will be necessary as you can shoot content directly from your smartphone!

Alternatively, Video Lab can create an 8-15 second text based or text based and client-provided still image video combination, should you opt out of sending us footage.

If you the two options above don't suit your needs, we have pre-vetted talent that can record User Generated Content (UGC) for your brand though Video Lab's Concierge White Glove Service. This service is exclusively available to Video Lab Rockstar members and is best-suited for brands that sell a product or online service. User Generated Content is content created directly from the user's mobile phone - it does not involve professional camera equipment and gear.

To customize your video with talent-created UGC, please select a UGC raw footage service upgrade to your video ticket in your dashboard.

HOW DOES TALENT-CREATED UGC & VIDEO LAB'S CONCIERGE WHITE GLOVE SERVICE WORK?

Video Lab's Concierge White Glove Service involves talent relations and organic brand integration and is exclusively available to Video Lab Rockstar Members. Our organic integration approach involves matching your brand with the best suited talent for your needs, without relying on paid support,  resulting in talent and supporters who are true and authentic to your brand. 

 

If you'd like our pre-vetted talent to record User Generated Content (UGC) for your brand, you will be required to ship and gift all product(s) you wish to have featured in your video ad directly to the talent chosen to create your UGC. We recommend often shipping more than one product or providing an online discount code for talent to receive your product(s) directly free of charge -- so that they may attempt multiple takes with the product if necessary. 


To get started with talent-created UGC, simply request Video Lab's Concierge White Glove Service in the video ticket in your dashboard.  Each video gets matched with one (1) talent for UGC. If you require multiple creators, you will need to add talent-recorded UGC upgrades to a new video for each additional creator.

 

When using this service, you will be asked to define your talent demographic information and criteria and our video experts will provide you with 1-2 of your best-suited matches. From there, finalize your talent selection,  ship your product(s), and the talent will provide Video Lab with up to 5-minutes of UGC footage to convert into your final video ad.


Please note, talent will provide only 1-round of filmed UGC, based on client-approved video script / outline prior to the commencement of footage capture.  Only one (1) talent is allotted per UGC footage upgrade.​

Remember, User Generated Content (UGC) is content created directly from the user's mobile phone - it does not involve professional camera equipment and gear.

 

This service is only available for Video Lab Rockstar members and is best-suited for brands that sell a product or online service. If you have questions or would like to learn more about our professional videography services and pricing, please contact us.

WILL MY VIDEO COME WITH AUDIO?

Video Lab specializes in creating bite-sized video content that is attention grabbing, memorable, and actionable - designed to get your audience to stop their scrolling and engage with your brand. For this reason our standard video ads do not contain audio - when was the last time your sound was on when scrolling your social media feed?

 

We get it, though, sometimes videos need sound. Video Lab Pro or Rockstar members can customize videos with our audio services upgrade to add sound bites, a voice over, and/or a music score.

CAN I EXTEND THE LENGTH OF MY VIDEO?

If you intend to use your video in a social media ad, we recommend keeping the length of your video within an 8-15 second timeframe.  An effective video ad captures the attention of your audience and delivers a call to action within the first 8 seconds, after which at least 33% of your audience has moved on. 

 

However, if you have a story to tell and need more than 8-15 seconds, or want to use your video for other purposes, like for an explainer or testimonial video, you can extend your video length in increments of 15-seconds with our video length extension service upgrade. Please note this service is only available to Video Lab Pro and Rockstar members. 

WHEN WILL I RECEIVE MY VIDEO?

Standard video turnaround times are between 1-2 weeks depending on your plan.

 

On a time crunch? Get your video in as little as 24-48 hours with our expedited service feature.

CAN I REQUEST CHANGES TO MY VIDEO?

Our video strategists are here to ensure your project scope and goals are clearly defined before we begin video creation in order to avoid any hiccups along the way. By purchasing a plan, you agree that you are authorized to do so and that you have read through and understand our FAQs and Terms of Service.

 

If you're unhappy with your video, you can request changes. Our annual membership plans include one complimentary round of feedback per video should the need for changes arise.

 

If you're signed up on a month-to-month service plan and think you might need changes made to your video, upgrade your purchase to include a feedback review round before your checkout!

OOPS, MY VIDEO DOWNLOAD LINK EXPIRED.

Video download links will expire after 4-weeks. Make sure to download and save your video on a timely basis so that your video doesn't get lost!

 

You'll receive reminder emails to download your files as your download link approaches expiry. Video Lab will not be able to send you your video again upon download link expiry.

HOW DOES VIDEO LAB'S MEMBERSHIP WORK?

You can sign up for month-to-month or annual subscriptions on a Video Lab Basic, Pro, or Rockstar plan. Every 30-days, you will receive one, two, or three 8-15 second videos depending on your plan.

 

You may choose to renew your subscription at the end of monthly or annual subscription period. By default, all plans are set to renew for the same period of time as the original subscription you sign up for. You may decline to renew at any time prior to the commencement of a renewal subscription.

 

Monthly subscriptions are billed month to month. No contract. No Obligation. Annual Plans come with an awesome discount and run on a one-year billing cycle with cancellation available for the following year. 

WHAT IS VIDEO LAB'S CANCELLATION/REFUND POLICY?

Monthly subscriptions are billed month to month. No contract. No Obligation. Annual Plans come with an awesome discount and run on a one-year billing cycle with cancellation available for the following year.

 

By default, all plans are set to renew for the same period of time as the original subscription you sign up for.

 

After we collect your payment, we follow these refund rules:

  • Annual Subscriptions: If you cancel your Annual subscription within seven (7) days of original purchase, you will receive a full refund of your subscription fees, less any set-up fees plus one month's payment at the rate of a month-to-month subscription, subject to the restrictions below. If you cancel your annual subscription after seven (7) days, your payment will be non-refundable and your service will continue until the end of your contracted term.

  • Monthly Subscriptions: If you cancel your monthly subscription within seven (7) days of original purchase, you will receive a full refund of your subscription fees, less any set-up fees plus one month's payment at the rate of a month-to-month subscription, subject to the restrictions below. If you cancel your monthly subscription after seven (7) days, your payment will be non-refundable and your service will continue until the end of that month’s billing period.

 

NOTE: The refund only applies for seven (7) days after the original purchase, not for subsequent renewals. Furthermore, our refund policy does not apply if:

  • You have begun your account set-up process with on of our video strategists

  • You have downloaded a video

  • You have shared a video on social media

  • We do not offer refunds for renewal payments, regardless of whether the service is used. Fifteen (15) days before your annual subscription renews, we'll send an email to let you know you're scheduled for a payment. This gives you a chance to update your credit card information or cancel the renewal before the charge is processed.

  • After the cancelation period ends, all purchases are final and all fees paid are non-refundable, even if Video Lab later terminates your account.

  • If your account is terminated due to breach of our Terms of Service during the relevant cancellation period, you will not be refunded.

  • If you have questions, please contact us.

CAN I PAUSE MY ACCOUNT?

Yes, you can pause your account for up to two billing cycles if you’re subscribed to any of our monthly plans. To pause your account, please contact our customer support team directly.

WILL UNUSED VIDEOS ROLLOVER?

No. You will receive up to one, three, or five 8-15 second videos within a 30-day period depending on whether you sign-up on a Video Lab Basic, Pro, or Rockstar plan.

HOW CAN I GET STARTED?

Click on Get Started Now! to select a month-to-month or annual plan. Once you've purchased a plan, our video strategists will email you within two (2) business days to set-up your service. 

 

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