Custom Video Service

Last Modified: 7/10/2026

1. What the service is

HotChat.com lets a registered customer commission a personalized short-form video (or audio recording) directly from a Lady whose profile is live on the site. Every custom video is a one-off digital product created after the order is placed. The Lady writes, performs, records, and uploads the finished file; HotChat.com handles the payment, delivery, and moderation. Nothing is shipped, and no physical goods are exchanged.

2. Pricing

Each Lady configures their own package menu. A Lady may list up to three (3) video packages and up to three (3) audio packages on their profile. Package prices are set by the individual Lady and are subject to the minimum and maximum limits enforced by the site.

2.1. Package price limits. The minimum price for any custom video or custom audio package is $5.00 (five dollars). The maximum price for any single package is $999.00 (nine hundred ninety-nine dollars). Because each Lady chooses the length, theme, and effort of their own packages, actual list prices vary widely between Ladies. No representative "typical" price exists for a custom video — every package is unique to the Lady who created it.

2.2. Prices are labeled and shown before purchase. Every package on a Lady's profile is displayed with its package name, price in U.S. dollars, video length in minutes, and a short description of what the package includes. The customer sees the exact package price before opening the order form. Once the customer opens the order form, an itemized order summary is displayed showing the base package price, the price of each optional add-on the customer has selected, the exclusivity charge if applicable, and any discretionary Bonuses the customer has entered. The customer must review this itemized total and click a confirmation button before any charge is placed on their payment method — the customer never authorizes payment without having seen the exact total they will be charged.

2.3. Optional add-ons. At the order screen, the customer may add any of four optional extras to the base package. Each add-on is priced separately by the Lady. The minimum add-on price is $0.00 (the Lady may offer an add-on at no additional charge); the maximum add-on price is $999.00. The four add-on categories are:

• Hair & Make-up — the Lady commits to styled hair and make-up for the recording.
• Outfit or Prop — the Lady wears a specific outfit or uses a specific prop supplied in the customer's description.
• Personalization — the Lady greets the customer by name, includes a personal message, or otherwise personalizes the delivery.
• Custom Script — the Lady reads or performs a written script the customer provides.

Each add-on the customer selects is shown with its price on the order form before the customer confirms the purchase.

2.4. Optional exclusivity. A customer may pay an additional fee to purchase a custom video on an "exclusive" basis, meaning the Lady agrees not to resell, redistribute, or otherwise offer that specific video to any other customer. The exclusivity fee is calculated as a percentage of the base package price and is shown to the customer as a line item on the order form before the customer confirms the purchase.

2.5. Optional customer Bonuses. A customer may add a discretionary Bonuses amount at the time of order. The Bonuses is optional and is entered by the customer — not the Lady. If included, the Bonuses is shown on the itemized order form and charged at the same time as the package price.

2.6. When and how the customer is charged. The full order total — base package + any selected add-ons + exclusivity (if any) + Bonuses (if any) — is charged to the customer's payment method at the moment the customer confirms the order. Funds are held by HotChat.com in escrow and are not released to the Lady until the order is fulfilled and reviewed as described in Sections 3 through 5. If the order is canceled or refunded for any of the reasons in Section 6, the customer's funds are returned.

3. Delivery timeframe

Every custom video order carries an explicit delivery deadline, chosen by the customer at the time of order.

3.1. Delivery window options. When placing an order, the customer selects one of three delivery windows (subject to which options the individual Lady offers):

• 3-day delivery — finished video delivered within 3 calendar days of the Lady accepting the order.
• 5-day delivery — finished video delivered within 5 calendar days of the Lady accepting the order.
• 7-day delivery — finished video delivered within 7 calendar days of the Lady accepting the order.

3.2. Response window. Once the customer places an order, the Lady has forty-eight (48) hours to accept, decline, or propose a revised price. If the Lady does not respond within 48 hours, the order is automatically canceled and the customer's payment is refunded in full.

3.3. Delivery clock. The delivery window (Section 3.1) begins the moment the Lady accepts the order. The finished file must be uploaded before the deadline; if it is not, the order is automatically canceled and the customer's payment is refunded in full.

3.4. Content review. Every delivered file is reviewed by HotChat.com Customer Service before it is released to the customer. Review typically takes a few hours and always occurs the same business day. If Customer Service approves the delivery, the file is immediately released to the customer's account. If Customer Service asks for changes, the Lady is given a re-upload window (typically an additional 24 hours) to correct and re-deliver.

4. How the customer receives the video

4.1. Delivery method. Custom videos are delivered digitally. Once Customer Service approves the file, it appears on a dedicated "Delivered Videos" page inside the customer's account on HotChat.com. The customer receives an email and an on-site notification informing them the video is ready.

4.2. Access. Delivered videos remain in the customer's account indefinitely; the customer may return to view or re-download the file at any time using their HotChat.com login credentials. The file is not delivered by email attachment, physical media, or any third-party channel.

4.3. File format. Videos are delivered in MP4 format (H.264 video, AAC audio) — a standard format that plays on virtually every modern web browser, mobile device, and desktop media player without additional software. All videos are transcoded server-side by HotChat.com before release to guarantee format compatibility. Audio-only custom orders are delivered in MP3 format.

4.4. Playback and download. From the "Delivered Videos" page, the customer may:

• Stream the video inline using the in-page player, with standard playback controls (play/pause, scrub, volume, fullscreen); or
• Download the MP4 (or MP3) file to their device using a "Download" button.

5. End-to-end process

1. Order placed. The customer selects a package on a Lady's profile, chooses any add-ons, enters a description of what they want, selects the delivery window, and confirms.
2. Payment authorized and held. The customer's payment method is charged for the full order amount at checkout. Funds are held in escrow by HotChat.com.
3. Lady notified. The Lady receives an immediate notification. They have 48 hours to accept, decline, or counter-offer at a different price.
4. Lady accepts. The delivery clock (Section 3.1) starts. The customer is notified that the Lady has accepted and given the delivery deadline.
5. Lady creates and uploads. The Lady records the video and uploads it through their HotChat.com account before the deadline.
6. Customer Service review. HotChat.com reviews the uploaded file to confirm it meets the customer's stated description and site policies. Review is typically completed the same business day.
7. Release & payout. Once approved, the video is released to the customer's account and the Lady's share of the payment is transferred from escrow to their HotChat.com account balance. HotChat.com retains its commission per the Payment Policy.
8. Customer viewing. The customer receives notification that the video is ready and may view or download it from their "Delivered Videos" page.

6. Refund policy

Because funds are held in escrow until the order is fulfilled, refunds are direct and automatic in the following cases:

6.1. Lady declines the order. Full refund credited to the customer's HotChat.com wallet automatically.

6.2. Lady does not respond within 48 hours. Full refund credited to the customer's HotChat.com wallet automatically.

6.3. Lady misses the delivery deadline. Full refund credited to the customer's HotChat.com wallet automatically. The refund is issued as soon as the deadline passes; no action is required from the customer.

6.4. Lady proposes a revised price and the customer declines. Full refund credited to the customer's HotChat.com wallet automatically.

6.5. Customer Service rejects the delivery and the Lady does not re-deliver. Full refund credited to the customer's HotChat.com wallet automatically.

6.6. Delivery does not match the customer's stated description. After Customer Service approves and releases a video, the customer has a review window during which they may open a dispute if the delivered video materially fails to match the description they provided at the time of order. HotChat.com Customer Service reviews the dispute and, at its sole discretion, may:

• Uphold the sale in favor of the Lady (no refund);
• Order a partial refund (a percentage of the order amount returned to the customer, the remainder released to the Lady); or
• Order a full refund (the entire order amount returned to the customer, no payout to the Lady).

Refunds credited via the dispute process are returned to the customer's HotChat.com wallet in the same manner as automatic refunds.

6.7. Wallet refunds and card refunds. Refunds are credited to the customer's HotChat.com wallet by default, which the customer may spend on subsequent orders or use to fund another custom video. A customer may request that a wallet balance be refunded back to the original payment method by contacting Customer Service; requests are honored subject to the HotChat.com Payment Policy and applicable card-network rules.

7. Content moderation

Every custom video passes through Customer Service review before it is released to the customer. Videos that violate the HotChat.com Content Moderation Policy are rejected and not released; the Lady is given an opportunity to correct and re-deliver, or, if no acceptable delivery is produced, the customer receives a full refund per Section 6.5. The Content Moderation Policy is available on the site.

8. Contact

For questions about a specific custom video order, or to request a refund review, customers may contact HotChat.com Customer Service through the site.