How does the free trial work?+
Every new workspace starts with 14 days of Pro. No card is needed. While the trial runs you can upload up to 5 GB and encode 2 hours of video, because we encode your videos on our own machines and the limits keep the queue fair for everyone. When the trial ends, pick a plan or your uploads pause. Your videos keep playing.
What happens when I reach my storage limit?+
New uploads pause. Your videos keep playing, and you can upgrade in one click from Billing.
Can I upgrade or downgrade?+
Yes, at any time from Billing. Changes are prorated: an upgrade is charged for the rest of the period right away, and a downgrade credits your next invoice. A downgrade is refused while your uploads or your team are bigger than the smaller plan allows, so nothing is deleted to make it fit.
How do I cancel?+
Any time, from Billing. Your plan stays active until the period you paid for ends. After that your videos keep playing and nothing is deleted, but uploads pause until you subscribe again.
How does annual billing work?+
A year costs ten months, so you get 2 months free. You pay once a year, and the plan renews annually until you cancel. We email you a month before it renews.
Do you offer refunds?+
No, except where the law gives you a right to one. If you cancel, your plan stays active until the end of the period you paid for. The rest of that period is not refunded. An annual plan works the same way. If you are a consumer in the EU or the UK you can withdraw from a new purchase within 14 days, unless you ask for the service to start now, which you do when you subscribe. You then lose that right once the service has started.
What counts as encoding?+
Encoding is the time we spend preparing your videos for streaming. Each plan includes a number of hours a month: Starter 25 hours, Pro 50 hours, Business 100 hours, Scale 200 hours. What counts is the running time of the videos we finish preparing in a calendar month (UTC), not their file size and not how often they are watched. A video that would take you past the allowance is not started until the next month begins, or until you move up a plan.
Are views really unlimited?+
Yes. There is no view limit and no bandwidth fee. Delivery above 20 times your plan's storage in a month is outside fair use; we contact you before anything changes.
How does support work?+
Email support, answered within one business day (Monday to Friday, Pacific time). Scale adds priority support, answered the same business day.
Who owns my videos?+
You do. Your uploads stay yours, and you decide who can watch them. If you switch Downloads on for a video, viewers can save a 720p copy of it.
How is my viewers' privacy protected?+
Viewers are not identified unless they give their email, open a personal link, are on a specific-people or review list, or your page tells the player it has their consent. There are no tracking cookies and no stored IP addresses. Read the privacy policy.
Which payment methods do you accept?+
Cards, paid through the checkout.
Do the prices include tax?+
Prices exclude sales tax and VAT; tax is calculated at checkout from your billing address. If you pay for a business, you can add its tax number at checkout.
