We are pleased to provide answers to the most common questions that we are asked. We often add new information so please keep a eye on this page, but please do use the Contact Us page if you have an issue that we haven’t covered here.

How quickly will we get our re-branded videos from the Library?
As long as you have given us your logo and contact details, your videos will be prepared and ready for you to use within seven days, often much sooner.
How can I pay for my videos?
When you you go to the Checkout, you can pay either using a credit card or debit card, or we can issue an invoice for you to make payment to our bank account. We ask for payment within 14 days of the invoice date. The invoice will be issued by to you by email once you press the "Place Order" button. If you pay by credit card or debit card we will issue a receipted invoice by email once you press the "Place Order" button.
What is an 'Embed code'?
An embed code is a piece of information that you insert into your website content management system and it looks like this: '<iframe src="//player.vimeo.com/video/115635204?title=0&amp;byline=0&amp;portrait=0&amp;color=ffffff" width="400" height="225" frameborder="0" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>' Magically, this will make a video appear on your website.  If you use the embed code that we give you, you won't have to set up your own video server or make arrangements with an additional video service supplier such as YouTube. In other words, it's all done for you and you can just use our embed code in your website. However, if you do want to use an alternative video service such as YouTube, you can use the video file that we supply, by uploading to their system.
Why does the embed code only last for 3 years?
The video file you get is yours to use for as long as you wish. There is no time limit at all. However, when it comes to the embed code, we promise to keep that live for three years. It would be wrong of us to promise to keep it going any longer than that in case we didn’t exist (for whatever reason) or systems change fundamentally meaning that the code was no longer effective.
Why do I need the video file as well as the embed code?
There are three main reasons why you will need a video file as well as an embed code: 1. You want to use your videos off-line, in addition to showing them on your website. In other words you may want to load them onto laptops, tablets, learning management systems, etc. 2. You may want to upload them on another video service such as YouTube. 3. You may just like the idea of having the video file under your control.
What is the difference between 'Online subtitles' and 'Hardwired or Permanent' subtitles?
Online subtitles only work on the internet. They can be switched on and off by the viewer by pressing the 'CC' button that appears in the bottom right hand corner of a video that has subtitles available. Hardwired or Permanent subtitles are part of the video file and appear all the time. Therefore, they are useful when you are using videos offline and want subtitles to be shown. This is useful on a TV in areas such as a waiting room or reception, where the sound is turned down.
Is there is there a limit on how many times, or where I can use can use the videos that I buy?
You can use your videos as often as you wish; there is no limit on user licences or viewing numbers. However, as explained fully in the terms and conditions, the videos are only for use by the organisation you purchased them for, and for whom we have added the logo. If you want to use them in another organisation, or on another organisation's website, you need to buy a new version with that organisation's logo added. And obviously of course, you cannot sell the video to anyone else to use.
What happens if you update a video?
We will let you know if we update a video that you have purchased and will offer you the chance to buy the replacement version at a lower price than usual. The decision over whether to buy the new version is yours and the price we charge will be determined by the degree to which the video in question has been changed.