FAQ

Why Use Your Untold Story?
With over 30 years in the video and television industry, we know the meaning of high quality productions and this is what we deliver to our clients. We wouldn’t dream of offering anything less and our clients are treated with the utmost respect.

BUSINESS VIDEO FAQ’s

Where do you film by video?
We film you in your preferred location or in a chroma key studio. Please see our Business packages for more information.

How much does a video cost?
We have a number of packages to suit any budget. Please see our Business Packages Page for more information.

How long does it take to finish my video?
We allow 2 -3 weeks for delivery on our video packages. All other videos are dependant on client requirements.

What are you terms of payment?
We require 50% non refundable deposit and the balance due on completion of the project.

What are the specifications if I scan photos myself?
Scan at actual size at 300dpi and save as a jpg. A local copy centre can do this for you, or supply them to us and we will scan them for a small fee.

What format do I receive my web video?
We find most clients require their video to be suitable for YouTube upload – H264 quicktime. We can work with your web developer if you have other requirements.

How do I receive my video?
We will upload the video file to an ftp site.

Do I get to see the product before I receive the finished version?
Yes. All packages include a client approval process.

I am camera shy. Do I have to tell my story on video?
No. For camera shy people, we recommend video graphics to tell your story. Or, have a look at our Ezyweb Video service.

Who will be working on my project?
You can read more about Vicki and Matt here. We pride ourselves in employing experts in their fields.

Where will you film me?
We will film you at your preferred location, generally at your place of business.

What music can I use?
We only use royalty free production music.

How do I pay?
Payment methods include; PayPal, Cheques and Cash.

What is your Guarantee Policy?
If you are unhappy at any time within 30 days of purchasing a Your Untold Story product, simply let us know and we will rectify or gladly refund your purchase. After 30 days, if we are not notified of any technical or other problems, the client will be deemed satisfied.

PERSONAL VIDEO FAQ’s
How much will my video cost?
Every video is unique. We have a number of packages to suit any budget. Please see our Personal Video examples or Contact us for more information.

How do I decide on what photo’s and items to use in my video?
Once you accept our quote, a simple How To Guide will be sent to you. Our step by step document will make this process easy.

How do I send you my photos?
We email details on how to upload your photos onto our server, mail them on disc or send originals to us for scanning. If we are filming a Your Untold Story Video or Your Spoken Word Video, we collect photos and other memorabilia during our pre-record meeting.

What are the specifications if I scan the photos myself?
Scan at actual size at 300dpi and save as a jpg. A local copy centre can do this for you, or we will scan them for a small fee.

What if the photos are faded or damaged?
We colour correct each photo individually at no extra cost. Even though a photo may seem in good condition, you’ll be surprised at how much it can come to life by enhancing the colours! If a photo has considerable damage, we have a photo restoration service. Additional costs apply. Contact us for a free quote.

Do you only use photos?
No. We encourage you to use any of your treasured items eg; love letters, postcards, even handwritten recipes passed down from generation to generation. We also recommend using documents such as birth, marriage and citizenship certificates. If you have been a frequent traveller, why not show your passport pages!

How many DVD/CD copies do I get?
All packages include one DVD FREE of charge.

I don’t have many facts about old family photos. Does this matter?
No. A Your Tribute Video package suits these requests. If you are unsure of the chronological order of the photos you can divide these into chapters – ie: Early Childhood, Teenage Years, Wedding, Motherhood. This way it keeps the video interesting.

Do photos for a memorial tribute video need to be in chronological order?
No. When it comes to memorial services, we recommend the photos appear in random order. Especially if your loved one passed of an illness. Your Tribute Video is a celebration of their life so it may be a little easier on everyone if there are no expectations of seeing them near the end of their life. If you prefer your photos in chronological order, carefully number each of them before supplying them to us.

Do I get to see the product before I receive the finished version?
Yes. All packages include a client approval process.

Who will be working on my project?
You can read more about Vicki and Matt here. We pride ourselves in employing experts in their fields.

What questions will you ask me during my interview?
We will run through some standard questions eg; Where and when where you born? Do you have siblings? etc. We discuss the structure of the interview before the recording to determine what you would like to focus on in your story.

Where will you film me?

We will film you at your preferred location, where you are most comfortable. This is usually in your home.

What if I find the process too overwhelming?
We are here for you every step of the way! Once you purchase the product of your choice, you will receive a how to guide with a number of tips on organising your items. We also have a of meeting with you before the filming day to help shape the story you will be sharing with your family, friends and future generations.

What if there is something I would rather not include in my story?

This is your story so you decide on what you talk about. If you mention something on the day and then decide you’d rather not include it, let us know within 7 days and we won’t use it.

How long is an interview?
Usually about 4 hours which includes our set up and pack up time unless prior arrangements are made.

What if I get tired during the interview?

We can take a break whenever it’s needed. Just let us know.

How much extra home video footage can I use in a Your Untold Story Video?

As everyone’s story is different, we discuss this during our consultation. We generally advise selecting sections of your home videos that relate to stories you share during your interview.

What music can I use?

As our products are for Domestic Use Only, Your Untold Story is fully licensed by APRA to use any music you like. So your choice is unlimited!

How long will my video be?
Approximately 100 photos in a Your Tribute Video generally runs for 10 minutes. Your Untold Story is approximately 45 minutes.

What packaging does the DVD/CD come in?
We have a range of archive boxes to choose from. Please contact us for more information.

Do I get to choose what photo is printed on the DVD/CD?
Yes. We explain this in our How To Guide. You receive this once you purchase one of our packages.

Creative
Creative aspects, such as filming, editing style, and design are at the discretion of Your Untold Story Pty Ltd unless a prior agreement is made between the client and Your Untold Story Pty Ltd.

How long does it take to make?
The production of your project will commence once we have all the material we need to produce it.
- Your Tribute Video: 1 – 2 weeks
- Your Tribute Video (Captioned): 2 weeks
- Your Untold Story Video: 4 – 6 weeks

Can I use anyone’s photos?
You must have copyright of the photos you supply. Please ensure you are not breaching someone else’s copyright. Your Untold Story owns copyright to any audio or visual footage recorded by us.

What are your payment terms?
Your Tribute Video and Your Spoken Word Audio packages require 50% deposit when you order your video, and the balance paid before we deliver the finished product. For all other packages a non-refundable deposit of 25% is required, a further 25% on final sign off and the remaining 50% before we deliver the finished product.

Do you have gift certificates?
Yes. Please contact us with your requirements.

How do I pay?
Payment methods include; PayPal, Cheques and Cash.

What is your Guarantee Policy?
If you are unhappy at any time within 30 days of purchasing a Your Untold Story product, simply let us know and we will rectify or gladly refund your purchase. After 30 days, if we are not notified of any technical or other problems, the client will be deemed satisfied.

Archiving
Your Untold Story Pty Ltd will store a copy of the completed product(s) for a minimum of one year so orders for additional copies can be made. We cannot, however, offer compensation for loss of the copy due to circumstances beyond our control. Raw footage is retained by Your Untold Story Pty Ltd for 3 years. After which the client may purchase the original footage.