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FREQUENTLY ASKED QUESTIONS (FAQs)

Rental System
How to rent movies?
How do you work?
What is 'Holding Power'?
What can I rent with 'Renting-Point'?

Membership
How do I join as a member?
Do I have to pay a deposit?
When will you return me deposit?
What types of plans can I subscribe?
How to pay my bills for consecutive renewals and other charges?
How do I know my payment date?

Payment Method
Can I pay by credit card?
Can I pay other than credit card?
.. By Check
.. By Bank Transfer
.. By ATM

15-Day Money Back Guarantee Policy
Our Gurantee?
Account Management
How to upgrade my plan?
How to downgrade my plan?
Can I put my account on hold before expiry?
How to suspend my subscription?
How to terminate my membership?
What will happen if I am still holding your discs even after expiration?
Shipping
What is Rental Queue?
How many movies can I keep in my Rental Queue?
Can I rearrange my viewing priority?
How long can I keep the movies?
How do you send me movies?
Is there a minimum requirement for each shipment?
How soon can I receive my movies?
Can I choose my preferred date to receive movies?
Can I pick my preferred episodes or numbers of discs for TV series?
How do I return movies?
What must I do if I have lost the return envelope?
What happens if disc were damaged or lost?

Contact Us
Contact Information



RENTAL SYSTEM

How to rent movies?

  • Browse catalogues by preference
  • Click thumbnail of movie you like to rent
  • Click [Add to Queue]

Your selection is being captured in Rental Queue and we shall be dispatching accordingly. Just sit back, relax and collect from your letterbox in next 2 business days.

(If you do not see responding page showing brief descriptions of the movie, you must reinstall your Internet Explorer, or notify us help@videohub.sg)

How do you work?

VIDEOHUB.SG is your number 1 choice online video rental library delivering widest range of movies and TV Series to your home in Singapore. With our all-new Renting-Point-System, we have largest collections of more than 10,000 titles for you to choose from 24 hours around the clock with just one single subscription started from as little as $15.90 per month. To take advantage of our free shipping and self-addressed stamped return envelope, you will never have to worry about returning discs in the middle of the night or paying overdue charges from stores, ever again. NO LIMITS! NO OVERDUE! NO HASSLES!

What is 'Holding Power'?

'Holding Power' determines your maximum rentals at any onetime.

What can I rent with 'Renting-Point'?

Depends on your subscription plan, corresponding rental credit points will be allocated to your online account. You may utilize it to rent VCD, DVD and BLU-RAY from our website. However, the number of discs that you are renting shall be determined by the renting-points (RP) of each movie shown on our website, subject to your 'Holding Power'.

Kindly refer to Video Rental Plans for more details.



MEMBERSHIP

How do I join as a Member?

16 years old and above who's legally residence in Singapore are welcomed. Simply click [Become a Member] and follow through a quick registration process.

Do I have to pay a deposit?

Subscribers paid through methods other than credit card have to place with us a refundable deposit equivalent to one-month's subscription fee. However, this deposit shall be adjusted according to any changes made to the subscription plan.

When will you return me deposit?

This interest-free deposit shall be returned to you upon termination of your membership.

What types of plans can I subscribe?



How do you settle my bills for consecutive renewals and other charges?

You must pay to our management a full subscription fee for your renewals on or before payment date; and any other charges related to the use of our service in advance.

How do I know my payment date (or billing date)?

Depends on the payment method, payment date is always three (3) to five (5) business days before subscription expires. You may log in your account to view the summary of your subscription, inclusive of payment date and amount payable.



PAYMENT METHOD

Can I pay by Credit Card?

Of course, this is the most preferred payment mode. We accept major credit cards including VISA, MASTER and AMERICAN EXPRESS. In consideration of your privacy and safeguard your private information, we integrate with PayPal secure payment gateway to process your payment. The followings highlight brief procedures:

  • Click [Pay by Credit Card]
  • Follow online instructions to complete your transaction.
  • Your subscription shall be activated immediately upon successful payment 24 hours a day. You shall be notified of the status.
  • Your renewals shall be generated by recurring payment system integrated by PayPal on monthly or quarterly basis on your next payment day, until or unless changes are made.

Your account will show more details about your payment date, amount payable and other relevance.

I don't have a credit card; can I pay by other methods?

Certainly, you may choose any method of the followings:

1. Cheque or Cashier's Order:

  • Click [Pay by Cheque or Cashier's Order].
  • In response, you will receive a "Notification of Payment" corresponding to the summary of your subscription and procedures for making payment. You are advised to adhere to all instructions to ensure smooth experience.
  • Issue correct amount and made cheque or cashier's order payable to "Videohub Multimedia" and post to VIDEOHUB.SG, Ang Mo Kio Central Post Office, PO Box No.595, Singapore 915604. Kindly include your reference number, name and contact number overleaf the cheque for easy verification.
  • Your subscription shall be activated upon clearing of cheque, which is usually takes two (2) business days.
  • We expect payments to reach us at least three (3) business days before your next payment date for consecutive renewals.
2. Bank Transfer:

  • Click [Pay by Bank Transfer].
  • In response, you will receive a "Notification of Payment" corresponding to the summary of your subscription and procedures for making payment. You are advised to adhere to all instructions to ensure smooth experience.
  • Proceed to DBS bank or POSB bank and deposit your cheque (made payable to "Videohub Multimedia") or cash to our DBS current account number: 018-901880-7.
  • To speed up the process of verification, kindly scan your receipt as a proof of payment and attach with an email, subject with your reference number, notify us (payment@videohub.sg). File formats accepted include *.pdf, *.doc, *.xls, *.jpg, *.jpeg, *.gif, *.tiff, *.bmp.
  • For those without scanner, please post your receipt (Photostat copy accepted) addressed to VIDEOHUB.SG, Ang Mo Kio Central Post Office, PO Box No.595, Singapore 915604; followed by an email notify us (payment@videohub.sg) to draw our attention.
  • Your subscription shall be activated upon clearing of payment and verification. Usually, if cash deposit were processed before 2pm, most subscriptions are activated on the same day. You shall be notified of the status.
  • We expect payments to reach us at least three (3) business days before your next payment date for consecutive renewals.
3. ATM Transfer (commonly use):

This service is provided free of charge for DBS & POSB account holders.

  • Click [Pay by ATM Transfer].
  • In response, you will receive a "Notification of Payment" corresponding to the summary of your subscription and procedures for making payment. You are advised to adhere to all instructions to ensure smooth experience.
  • Proceed to the nearest DBS or POSB ATM machine, and transfer correct amount to our DBS current account number: 018-901880-7;
  • To speed up the process of verification, kindly scan your receipt as a proof of payment and attach with an email, subject with your reference number, notify us (payment@videohub.sg). File formats accepted include *.pdf, *.doc, *.xls, *.jpg, *.jpeg, *.gif, *.tiff, *.bmp.
  • For those without scanner, please post your receipt (Photostat copy accepted) addressed to VIDEOHUB.SG, Ang Mo Kio Central Post Office, PO Box No.595, Singapore 915604; followed by an email notify us (payment@videohub.sg) to draw our attention.
  • Your subscription shall be activated upon clearing of payment and verification. Usually, if cash deposit were processed before 2pm, most subscriptions are activated on the same day. You shall be notified of the status.
  • We expect payments to reach us at least three (3) business days before your next payment date for consecutive renewals.

For renewals under these modes of payment, we expect payments to reach us at least three (3) business days before your next payment date. You may log in your account for a summary of your payment date, amount payable and other relevance.



15-Day Money Back Guarantee Policy

Our Guarantee

Videohub.sg offers a 15-day money back guarantee for new subscribers. This entitles customers to enjoy a risk-free trial to test our online rental services.

If you are not satisfied with our services within the first 15 days from your initial activation date and you are not in violation of our terms and conditions, you will be given a full refund of your subscription, no question asked. Refund will be processed within 7 days from date of our final confirmation.

No refunds are available after 15 days. The 15-day money back guarantee does not apply to purchases, delivery service, account renewals and upgrades.



ACCOUNT MANAGEMENT

How do I upgrade my subscription plan?

You may upgrade your plan anytime with immediate effect. In this event, your current subscription will be treated as cancelled and a new subscription will be established. No refund shall be claimed (in whole or in part) regardless of how much you have left unused of your current subscription. The followings highlight brief procedures:

  • Select [Upgrade my Plan] followed by select new plan.
  • In response, you will be prompted to follow online instructions to complete your new transaction. You shall be notified of the status.
  • You are advised to complete at least 2 business days before your next payment date to avoid being charge of your next subscription.
How do I downgrade my subscription plan?

You may downgrade your plan anytime with immediate effect. In this event, your current subscription will be treated as cancelled and a new subscription will be established. No refund shall be claimed (in whole or in part) regardless of how much you have left unused of your current subscription. The followings highlight brief procedures:

  • Select [Downgrade my Account] followed by select new plan.
  • In response, you will be prompted to follow online instructions to complete your new transaction. You shall be notified of the status.
  • You are advised to complete at least 2 business days before your next payment date to avoid being charge of your next subscription.
  • Ensure to return excess discs to reach us by seven (7) days upon activation to meet the requirement of your new plan.
Can I put my subscription on hold before expiry?

No. However, we allow rebate for quarterly subscribers to freeze their subscription. Simply select [Hold my Account] to apply at least three (3) business days in advance. You must at least commit one (1) month of your current subscription to qualify. You shall be notified of the status. Upon approval:

  • you must ensure to return all discs to reach us by three (3) days upon your freeze period;
  • no further movies shall be despatched three (3) days in advance until the end of your freeze period;
  • regardless of subscription plan, a flat convenience fee of $8 per month of freeze period (or part thereof) shall be charged.

Kindly be aware that if we are receiving your last batch of returned discs later than fourth (4th) day of your freeze period, your account will still be placed on freeze; but the total number of your freeze-days will be deducted by the number of days that discs were received after fourth (4th) day. Rebate shall be made within 7 days after the expiration of current subscription, based on the calculation below. You are reminded that should rebate falls below convenience fee, no claimed shall be processed.

(Quarterly Subscription / 90 days) X Numbers of freeze days – $8 (or $16) = Rebate

How do I suspend my subscription?

You may suspend your subscription anytime. No refund (in whole or in part) shall be claimed in any way. Simply select [Suspend my Account] to submit your application at least two (2) business days before your next payment date. You must fulfill the following pre-requisites to qualify:

  • Empty your 'Rental Queue' before application to avoid further despatch of movies.
  • Ensure to return all discs to reach us before your application is approved.

Kindly be aware that your request will not be processed should any of these pre-requisites were not fulfilled. You will be notified of the status.

How do I terminate my membership?

You may terminate your membership anytime. No refund (in whole or in part) shall be claimed in any way. Simply select [Terminate my Account] at least two (2) business days before your next payment date. You must fulfill the following pre-requisites to qualify:

  • Empty your 'Rental Queue' before application to avoid further despatch of movies.
  • Ensure to return all discs to reach us before your application is approved.

Kindly be aware that your request will not be processed should any of these pre-requisite were not fulfilled. Upon approval, your account shall be deleted from our database after expiration. You shall be notified of the status.

What will happen if I am still holding your discs even after expiration?

By keeping any number of our discs in your possession, you are deemed to remain your account as active. Therefore, automatic renewal applies and you shall be charged. We will notify you of the status.



DELIVERY

What is 'Rental Queue'?

The core feature of 'Rental Queue' is to shortlist movies you would like to rent and prioritise your viewing order. We despatch movies based on these information.

How many movies can I keep in my Rental Queue?

Your 'Rental Queue' allowing you to shortlist 50 movies. In order to maximise the experience of your subscription, you are advised to maintain as many movies as possible at all times.

Can I rearrange my viewing priority?

Yes. Our Drag-and-Drop feature makes thing happens. Movies will be shipped in ascending order. However, in consideration of the availability of inventory at time of service, we make no guarantee that you will always receive your preference as arranged. However, we strive to deliver our best at all times.

How long can I keep the movies?

So long that your monthly subscription is paid up-to-date without arrears, you may keep them as long as you wish. However, we suggest that you return them after watching immediately, so that, you can enjoy more movies from us.

How do you send me movies?

We dispatch movies as per your instructions of the ‘Rental Queue’, subject to availability of inventory at time of service. Movies will be mailed by SingPost to your letterbox from Mondays to Saturdays, except public holidays. You will be notified upon dispatch.

Is there a minimum requirement for each shipment?

Yes. Minimum requirement of 5RP applies for each shipment. We are unable to despatch movie if the requirement were not fulfilled. To avoid this, you are encouraged to maintain as many movies as possible in your 'Rental Queue' to maximise the opportunity of despatching.

How soon can I receive my movies?

In normal circumstances, recipients receive their mails within 2-3 business days. Sometimes, members receive by next day. However, if you do not receive by regular period or received by mistakes, kindly notify us immediately to draw our attentions.

Can I choose my preferred date to receive movies?

Despatching movies are generated by our system automatically. As the result, we are unable to tailor individual request.

Can I pick my preferred episodes or number of discs for TV Series?

Sorry, No. In consideration to coordinate with other sets of the same, we suggest members to rent in accordance to our standard package.

How do I return movies?

A self-addressed stamped envelope is attached with every batch of despatch. You must return all discs from the same batch in the same conditions as they were in when received. Simply place discs in the envelope and drop it to your nearest mailbox provided by SingPost. All discs received will be processed on the same day. You will be acknowledged upon processed. Your account will also be updated simultaneously. You must check your account and email regularly to keep yourself updating. Kindly notify us (shipping@videohub.sg) if you do not receive our attention by four (4) business days after posting. Kindly be reminded that any other modes of returning are strictly prohibited and will not be processed.

What must I do if I have lost the enclosed envelope?

If you have lost your enclosed self-addressed stamped envelope, you may use the appropriate substitute to return movies. Kindly ensure that returning discs should be well-cushioned in an envelope that is fit for mailing, and post to us addressed to "VIDEOHUB.SG, Ang Mo Kio Central Post Office, PO Box No.595, Singapore 915604". You are reminded to affix appropriate stamps before posting. Should you prefer to purchase self-addressed stamped envelopes from us, please notify us (shipping@videohub.sg) for further information.

What happens if disc were damaged or lost?

Please notify us (help@videohub.sg) with a brief note immediately. A replacement will send to you after quick verification. However, if you are liable for such damaged or lost, invoice shall be billed as per prevailing rates as follows:

VCD MovieDVD MovieBlu-rayVCD/DVD TV Series
$20$50$70Regardless of numbers of discs being lost/damaged, full set will be charged as per regular market retail price + 50% admin fee



CONTACT US

Contact Information

We do all of our business and communications electronically. Reach us through our Live Help, or drop us an email. We strive to feed back all enquiries by next 12 business hours.

Administration postal address:

VIDEOHUB.SG
Ang Mo Kio Central Post Office,
PO Box No.595,
Singapore 915604

Co. Reg. No. 53135507A


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Co. Reg. No. 53135507A