Our Service

While we will always aim to deliver in the timeframe stated on our website, we cannot guarantee the same for each and every individual job.

Fast delivery of your DCP(s) is one of our major objectives. Yet the most important goal in our work is and always will be quality.

Once we successfully checked your source material we’ll send you an email containing a detailed job sheet for your DCP, a quote for the job as well as a delivery estimate.

As soon as your DCP is ready for download, we’ll send you a download link with a unique URL. You can use this link to send your DCP to cinemas around the world. There’s no download limit!

If you think there’s a problem with your DCP, please contact our support team who will do their best to resolve the issue.

Before sending in your report request, make sure to carefully read our tutorial on transferring your DCP to a digital cinema server.

You should try to answer these questions in your support request:

• Where (on what system / cinema server / software etc.) did you try to play your DCP?
• Did the system recognize your DCP (and show the CPLs)?
• Were you able to play your DCP on other systems?

DCPs are meant to be played on a professional digital cinema server. That’s why the only real option to test your DCP is in a theater with a professional digital setup.

There are software tools for PC / Mac that can play DCPs on your local machine – but there’s some basic limitations you should know about when you test your DCP with software players:

• Only powerful machines (with modern CPUs, RAM, Graphic Cards and harddisks) will be able to play your DCP
• In most cases, your monitor won’t be able to display your DCP in the correct colors, since it operates in a different color space from your DCP
• In most cases, your monitor won’t be able to display your DCP in its native framerate of 24 FPS
• You’ll need a sound system that supports your DCP’s sound field configuration (e.g. 5.1 / 7.1)

If You have any questions regarding our services or your order, feel free to contact our Support Team. Our support hours are:

Monday through Friday, 9am to 6pm (Germany, UTC/GMT +1)

Please be aware that we will not be able to react to any support requests outside of this timeframe.

These dates may vary if they fall on weekends. We want to offer the best support available, while also giving our team much deserved time off to rest and be better for you!

In any case, please provide sufficient time for a support representative to review your request and respond accordingly.

No, we don’t offer DCP encryption. For spots, trailers and short films it is common practice to be distributed unencrypted anyway.

We don’t charge tax (VAT) for clients outside of the EU (European Union).

Yet as a German company we are bound by law to charge 19% German VAT (Value-added-tax) on our services for:

• all clients from Germany
• clients from countries belonging to the EU (European Union) who don’t provide a valid VAT ID

All other clients are responsible for declaring the proper tax to their respective authorities according to local laws and regulations.

Absoluetly. If you give us your invoice address we can provide you with a tax invoice.

As stated in our Terms of Service, we will consider a refund based on the following reasons:

• your order cannot be completed;
• your request to cancel the order is received before the production is started;

Please contact our support team to review your individual case.