FAQ

Are you sending anything to my home address?
NO! You will not receive any post from us to your physical address. All our correspondence is online and by email.

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Do I need to give you my email-address? Why is that important?
Yes, we need your email-address in the registration process and before you can buy a downloadvideo. Please make sure you provide us with a correct email-address. After the registration in our onlinestore, you will receive a short welcome email. If you don't receive this email, please check your spam, junk or unknown folder with your email provider (AOL, GMX). This is important for example in case you have any problems with our onlinestore or any questions. Or maybe you just forgot your password. On demand our onlinestore sends you a new password, but therefore it is important that we have your correct email address and you can receive our emails properly. All our emails will be from this email-address: info@mudpassion.com

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I have forgotten my password. What can I do?
Please use the following link to receive a new password: https://www.mudpassion.com/password_forgotten.php
Our onlineshop will automatically send you a new password then to the email-address you have registered with us.

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Why can't I see the preview clips?
Please get the newest Adobe Flash Player to see our videos. You can download it here: http://get.adobe.com/de/flashplayer/

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About our Downloadvideos:
Before buying please have a closer look at the preview clip, the description and the pictures of the video! The final downloadvideo will be automatically available in following different qualities. Please try our sample clips below, BEFORE YOU BUY to check if your computer is fast enough to play our videos. Thank You!

For Windows PC --> high Picture quality: 1280x720 Pixel with 50 (progressive) frames per second
WindowsMediaVideo: large (.wmv)
Note: You need a very fast and stable internet connection for this choice, because some of the video files are up to 1500MB large.
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-wmv-large-trailer-faq.wmv

For Windows PC --> medium Picture quality: 960x540 Pixel with 25 (progressive) frames per second
WindowsMediaVideo: medium (.wmv)
An average DSL connection is normally enough for this choice, because the maximum video file size is 300MB for this quality.
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-wmv-medium-trailer-faq.wmv

For Windows PC --> low Picture quality: 640x360 Pixel with 25 (progressive) frames per second
WindowsMediaVideo: small (.wmv)
This works also with slower internet connections, because the maximum video file size is 130MB for this quality.
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-wmv-small-trailer-faq.wmv

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For MAC --> high Picture quality: 1280x720 Pixel with 50 (progressive) frames per second
H264 Codec: large (.mp4)
Note: You need a very fast and stable internet connection for this choice, because some of the video files are up to 1500MB large.
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-h264-large-trailer-faq.mp4

For MAC --> medium Picture quality: 960x540 Pixel with 25 (progressive) frames per second
H264 Codec: medium (.mp4)
An average DSL connection is normally enough for this choice, because the maximum video file size is 300MB for this quality.
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-h264-medium-trailer-faq.mp4

For Iphone+MAC--> low Picture quality: 480x270 Pixel with 25 (progressive) frames per second
H264 Codec: iphone (.mp4)
This works also with slower internet connections, because the maximum video file size is 130MB for this quality.
This clips are also playing on a iPhone 3Gs !!!
To try a sample of this quality, please click the link below:
http://www.mudpassion.com/faq-sample-trailer/mp0001-h264-iphone-trailer-faq.mp4
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Any problems to play the clips above? Please don't hesitate to contact our customer service. Thank You!

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Do you offer "Streaming Videos"?
No, we do not offer streaming videos. After buying one of our videos, you have to download it completely to your computer and save it there before watching. Then you can watch the video as often as you like.

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Do you offer your downloadvideos on CD?
No. We are not going to send anything by post and we do not offer our downloadvideos on CD. If you have any trouble with downloading our videos, please let us know.

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Why does the Euro-price changes?
All our prices are based on US Dollars. Our onlineshop updates the currency exchange rate USD-EURO every day. On this basis all our Euro-prices are changing accordingly.

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What name will appear on my credit card statement?
In case you are checking out with CCBill, the credit card statement will be: . In case you are paying with "ClickandBuy" the credit card statement will be: "www.clickandbuy.com /London".

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Why can't I download the video?
After a purchase each downloadvideo can be downloaded immediately in a time frame of 48 hours and 6 tries. Just behind the downloadlink in your customer account you can find the time and the number of tries you have left to download the file. Did you exceed the time or tries without downloading the video to your harddrive properly, please let us know, and we will help you!

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Is there a certain time frame to watch the video after the purchase?
Once you have bought a downloadvideo in our onlinestore, you can keep it forever. There is no time limit to watch it. All you have to do, is download the video from our server to the harddrive of your computer. Please take care you remember the place where you saved it to and back-up the video for the case of a future harddrive failure.

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Where can I find support regarding my billing questions?
We are offering different billing solutions. Each solution has got its own support.

For questions regarding CCBill Billing, please contact: https://support.ccbill.com/
For questions regarding ClickandBuy Billing, please contact:http://www.clickandbuy.com/

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