Customer FAQ

What a purchase is, how long it lasts, and what you can take with you.

Is a purchase mine, or am I renting it?

Buying a title gives you a personal licence to watch it and to keep a copy. There is no rental period and no expiry date — nothing counts down and nothing asks you to renew. It is a licence for you alone, though: what you buy is not yours to resell, share or re-upload anywhere else.

How many times can I watch it?

As many as you like, from as many devices as you like. There is no streaming limit, no device to register and no cap on watching in two places at once. Sign in and it is there.

Can I download it?

Yes — up to 15 downloads for each title you buy. How many you have left is shown on the title in your purchases, so you never have to keep count yourself.

Every purchase is paid from your account balance.

How do I pay for a scene?

From your account balance: put the scenes you want in your cart and pay with your balance. It settles on the spot, with no payment page in between.

In a headset, in a browser, or downloaded into your own player.

Which headsets work?

Meta Quest, Apple Vision Pro, PICO and Samsung Galaxy XR all have step-by-step setup in our guide, and any headset with a web browser can reach the site. Nothing is tied to one device — a purchase plays on every device you sign in from, including one you buy later.

Do I need an app?

For a headset, yes: scenes open in DeoVR, which is free. How to watch VR has the install steps for each headset. It is the only headset player we support today.

Can I watch without a headset?

Yes, with nothing installed. Every scene plays in an ordinary browser on a laptop, tablet or phone. A VR scene shows as a view you drag to look around — flat rather than stereoscopic, but the whole scene is there.

What VR format are the videos?

180° side-by-side stereoscopic, all of them. That is what the site serves and what the headset player is told to expect.

The handful of things that actually break, and what to do about each.

The video will not load, or it stopped partway.

Reload the page and press play again. Playback links are signed and time-limited, so one left open for a long time goes stale; loading the page again issues a fresh one.

It says I have reached my download limit.

You have used all 15 downloads for that title, and there is no way to add more. Separately, downloading many files in quick succession can hit a short cooling-off period — that one clears by itself in a few minutes and does not use up any of your allowance.

The download does nothing inside DeoVR.

DeoVR’s built-in browser cannot save files, so the site disables the download button there. Open the same page in your headset’s own browser or on a computer, sign in, and the button works — the file is the same and it still counts against the same 15.

My payment says you are checking it.

That happens when the amount that arrived did not match what was expected — most often because the payment came in short. It is with a person now. Do not pay again: whatever arrived is recorded against your order and nothing is lost. If you want to know where it stands, write to us with the title and the date.

How do I get help?

Through Contact. You do not need an account to use it, and we reply to the address you give us. There is no ticket number to follow — the answer comes back by email.

When money comes back, and how to ask for it.

Do you give refunds?

Yes, in the situations our terms set out — most importantly if we failed to deliver what you paid for, or if you were charged incorrectly. A refund is always the full amount; we do not reduce it according to how much of your download allowance you used.

How do I ask for one?

Write to us through Contact with the title and the date you bought it. Refunds are processed by hand, so allow a few business days.

What happens to the title once a refund goes through?

Access ends: it stops playing and stops downloading. If it is still on sale you can buy it again, and it comes back as a fresh purchase with a full download allowance.