Our simple philosophy is to ensure that each and every member gets maximum satisfaction at the lowest possible cost to ensure that the value of our site subscription is always at the highest levels, while remaining affordable and accessible to as many people as possible - we TRULY appreciate your business !

Please read the following points carefully so we can best help you with your problem - the majority of members problems can be answered and/or solved automatically through the information provided below:

1.  Are You Having Problems With Your Usercode And/Or Passcode ?

If you are CUTTING and PASTING your usercode and passcode from the welcome screen and/or your welcome/receipt email, please be aware that is is a common problem that spaces may be included during the cut and paste - THIS WILL RESULT IN USERCODE AND/OR PASSCODE BEING REJECTED.  Please check for spaces and retype your usercode and passcode again to avoid this.

If you have lost your usercode, passcode, or both, you can easily request them online and get access back straight away by return email - just enter your email address (it MUST be the one you used to join) and your new usercode and passcode will be automatically return emailed to that email address immediately:

You are also reminded on the Terms & Conditions of membership as you agreed to on the site join page before you were offered the chance to subscribe - your subscription fee is NOT for the content inside the is members area, but IS for the costs of hosting an bandwidth associated with our delivery channel to you.

As our content is ALWAYS provided on a "download and keep forever" basis, we have had numerous issues of a small number of members using of robots, spiders and other automated tools to strip our site completely of content in rapid fashion. This harms the surfing experience of the majority of our members by slowing down our systems, and in some circumstances, has forced errors in our systems which preclude access by anyone at all until they are fixed.

This has forced us to introduce download and speed limiting to ensure that everyone who joins our sites can fully enjoy their experience and get their full monies worth in value of what we provide. Our limits are in the vicinity of three (3) gigabyte (3000 megabytes) per twenty-four (24) hour period at a download speed of two hundred (200) kilobytes per second.

If you exceed the download limit in any twenty-four (24) hour period, your usercode/passcode will be automatically locked out of site access until the next twenty-four (24) hour period commences.

This is also why we offer a seven (7) day trial period instead of a shorter timeframe as per many other sites - this ensures that each member has an equal opportunity to view and download what they want from our MASSIVE content archive. It also obviously allows us to keep membership rates at the bare minimum to cover the ever increasing expenses of providing you with simply the biggest members area on the Internet at such reasonable pricing.

If you continue to have problems after the twenty-four (24) hours has passed, attempt to have your password reissued as per the instructions at the top of this section, and if that fails, please contact us directly on customerservice@celebsunzipped.net, and provide as many FULL details of your subscription as follows:

- The Company you subscribed through (Verotel or MyVirtualCard).
- Your Usercode and/or Passcode.
- Your email address (the one you used to join).
- The website you are trying to access.
- Please mention that your Usercode and/or Passcode are not working.
We will correct the problem as soon as possible and get them back to you by return email!

2. Has Your Subscription Transaction Attempt Been DECLINED ?

If you are a new customer and you receive 'Your credit card is DECLINED' when you try to sign up for the website choice, you should first try again as it may be as simple as a typographical error that prevented your subscription being processed.

IMPORTANT NOTE - Due to our fraud protection controls and associated security systems you are only able to attempt a transaction once every then (10) minutes. So if you have had a problem please wait at least ten (10) minutes before trying to submit your information again !

If your 2nd attempt is unsuccessful, you could then also try one of our alternative billing processors or methods::

If you wish to uncover exactly why your subscription transaction was declined, then please check the following questions to help us define your problem.

      a. Did you fill out all the fields in the order form correctly?
      b. Did you enter the correct expiration date for your credit card?
      c. Did you leave any spaces or dashes in your credit card number or phone number?
      d. Did you use your home phone number as the phone number entered?
      e. Did you enter your complete email address?
      f. Did you fill out the correct address and cardholder information?
      g. Are you currently in the country where your credit card was issued?
      h. Do you have sufficient funds in your credit card account?

If all your answers are YES on above questions, please directly contact the support services of our authorized billing companies as follows, complete will FULL details of your problem and request:

If you are not satisfied with the response and/or service received from our billing companies (and ONLY if you have already contacted them as above), please forward a copy of the email/s you sent to them to us direct at customerservice@celebsunzipped.net and provide us directly with details of your problems and we will get back to you as soon as possible.

3. Are You Having Problems Watching Or Playing Back The Videos On The Sites?

ALL of our video content is tested both prior to, and after, loading to the sites to ensure that it is 100% functional for you.

It should be noted though that our content material comes in a number of formats using a number of variations of media player formats and media codecs (codes which encode and decode media files to allow for compression and quality variation).

If you are having problems with playback and/or viewing a simple solution is close at hand,

First, please ensure that you have the latest versions of your media player, which is as easy as visiting the home site for your media player and downloading and installing the latest version (generally for free). Common media players and their associated websites are as follows:

We ALWAYS recommend that you download and install the free version of DivX as above  - apart from being a player itself, this software will assist your chosen media player in recognizing and playing many video files that by themselves they cannot do.  It is a very handy thing to have !

If your problem continues after following the above with your chosen media playing software, we recommend you download and install an alternative media player from the above list and give that a try.

This should solve any playback/viewing problems that you have, but if your problem still persists after following the instructions above, please email us at customerservice@celebsunzipped.net and provide a detailed explanation of your problem so we can endeavour to find a solution for you.

4. Are You Having Problems Accessing "Official" Versions Of Our Offerings ?

We NEVER claim to offer anything that we do not on ANY of our sites. You are reminded that on NONE of our sites do we EVER claim to have access to something that we do not in fact give inside the member area.

On occasions we deal with third party providers and/or license holders and we may offer DIRECT access to their service, which is then subject to their specific terms and conditions, and we are ALWAYS explicit about that in our site front page promotion. In these cases we generally provide extensive highlights and/or sample packages as per our third party agreements.

You are also referred to our Terms and Conditions of site subscription to which you agreed upon on the site join page prior to being given the opportunity to subscribe to the site.

Please remember that our service is offered on a basis that the content we provide is free of charge (hence why we make it fully downloadable and allow you to distribute freely), the site charges you pay for access are simply to pay for hosting and bandwidth costs associated with the Internet. We apologize sincerely for any misunderstanding on your part.

5. Do You Want To Report Suspected Abuse By One Of Our Marketing Partners ?

If you have received suspected SPAM (Unsolicited Bulk Commercial Email), or believe you have been led to our website by unethical, illegal or improper means, please send a copy of the email (if applicable), and/or FULL details of the unacceptable marketing practice (including the EXACT web URL you accessed our site through) by email to customerservice@celebsunzipped.net.

For your information, our terms of service for marketing partners do NOT allow the following, and can result in IMMEDIATE ACCOUNT CANCELLATION of the marketing partner's account with us:

-  Use of UCE (Unsolicited Commercial Email, otherwise known as SPAM) to market our websites.
-  Spamming or improper use of newsgroups or other group services to market our websites.
-  Spamming of instant online messenger services or similar to market our websites.
-  Making spurious and/or aggrievous claims as to the content and/or offerings and/or Terms and Conditions of our websites.
-  The use of misleading and/or incorrect marketing tactics to market our websites.
-  ANY association, either direct or indirect with real or implied child pornography of ANY description.

ALL emails are responded to with full details of action taken from our end to prevent any reoccurrence of the issue/s reported.

6. Are You Unhappy With Content Provided In The Site You Subscribed To ?

We NEVER claim to offer anything that we do not on ANY of our sites. You are reminded that on NONE of our sites do we EVER claim to have access to something that we do not in fact give inside the member area.

If you are not happy with your website subscription, please let us know straight away - we value your business and will act on your comments immediately.

Please send a detailed email to us at customerservice@celebsunzipped.net and include in this email:
- Your Usercode and/or Passcode.
- Your email address (the one you used to join).
- The website you have joined.
- Full details of your complaint, problem, question or feedback.

You are also referred to our Terms and Conditions of site subscription to which you agreed upon on the site join page prior to being given the opportunity to subscribe to the site.

Please again remember that our service is offered on a basis that the content we provide is free of charge (hence why we make it fully downloadable and allow you to distribute freely), the site charges you pay for access are simply to pay for hosting and bandwidth costs associated with the Internet. We apologize sincerely for any misunderstanding on your part.

We WILL take appropriate action on any and all reasonable and founded claims.

It is important to note that we use IP tracking technology for each of our members and are readily able to track how much of our content you have viewed and/or downloaded, and our actions on a case-by-case basis will be dictated by an analysis of each individual claim.  We do NOT tolerate "friendly fraud" and take legal action in the cases where people make claims of being unhappy with content and then claim refunds and/or chargebacks after viewing and/or downloading significant amounts of our content.

If our decision in your case does not meet your satisfaction, we encourage you then contact direct the appropriate billing company direct, but you MUST include copies of your email correspondence with us on any issue:

PLEASE NOTE:  Our billing companies will not entertain your requests unless you can provide them with copies of emails sent from us to you based on your initial complaints to us.

7. Did You Get An Unexpected Charge To Your Credit Card ?

You are reminded that we take NO responsibility for you failing to cancel your subscription as required to avoid being rebilled - the selection of level of subscription YOU choose from our many available options is completely up to you.

Our join pages and your welcome emails once you have subscribed are COMPLETELY clear about the CONTRACT you have entered into with us, and are also COMPLETELY clear on what have committed to.

Additionally, we make it EASY to cancel automatically online - the front of each of our sites, your welcome email and the members page of EVERY one of our sites have clear and distinct links to this customer service page, so we do not hide the ability to do this.

We also CANNOT be held responsible for YOUR security of your computer, credit card and/or personal information - THAT remains YOUR sole responsibility.

On these issues, you are also referred to our Terms and Conditions of site subscription to which you agreed upon on the site join page prior to being given the opportunity to subscribe to the site.

It is important to note that we use IP tracking technology for each of our members and are readily able to track how much of our content you have viewed and/or downloaded, and our actions on a case-by-case basis will be dictated by an analysis of each individual claim.  We do NOT tolerate "friendly fraud" and take legal action in the cases where people make claims of being unknowingly rebilled and then claim refunds and/or chargebacks after accessing the website subscribed to AFTER the end of the initial period of membership and DURING the period of subscription the claim is being made against.

Having said that, we WILL take appropriate action on any and all reasonable and founded claims

Please send a detailed email to us at customerservice@celebsunzipped.net and include in this email:
- Your Usercode and/or Passcode.
- Your email address (the one you used to join).
- The website you have joined.
- Full details of your situation and circumstances..

If our decision in your case does not meet your satisfaction, we encourage you then contact direct the appropriate billing company direct, but you MUST include copies of your email correspondence with us on any issue:

PLEASE NOTE:  Our billing companies will not entertain your requests unless you can provide them with copies of emails sent from us to you based on your initial complaints to us.

8. Would You Like To Cancel Your Subscription?

If you would like to cancel your membership or subscription and you wish not to be billed again, please go directly to our real-time online cancellation facilities for the appropriate billing companies as below.  You WILL receive a receipt for you cancellation from either, and we recommend you retain such cancellation receipt for your records.:

9. Do You Wish To Provide Feedback On Our Websites, Our Services Or Our Operation ?

If you wish to provide feedback on ANY aspect of our operation, please let us know. We value your business and will act on your comments immediately. Please send a detailed email to customerservice@celebsunzipped.net and include in this email:

- Your Usercode and/or Passcode.
- Your email address (the one you used to join).
- The website you have joined.
- Full details of your feedback and your suggested solutions to any problems you discover.

We value our customers feedback, and ALL emails will be responded to, generally within forty-eight (48) hours of receipt.

10. Do You Have A Question Or Problem That Is Not Listed Above?

If your problem is not answered anywhere above, or you continue to have further problems on the common issues referred to above,  please send a detailed email to customerservice@celebsunzipped.net and include in this email:

- Your Usercode and/or Passcode.
- Your email address (the one you used to join).
- The website you have joined.
- Full details of your continuing problem or issue.

Alternatively, you can directly contact the support services of our authorized billing companies as follows, complete will FULL details of your problem and/or request:

If you are not satisfied with the response and/or service received from our billing companies (and ONLY if you have already contacted them as above), please forward us a copy of the email/s you sent to them to customerservice@celebsunzipped.net and provide us directly with details of your problems and we will get back to you as soon as possible.

Thank you for your co-operation and your business, we are a totally ethical business operation and remain committed to do anything we possibly can to make your experience with us the most enjoyable and satisfying one possible.

Kind Regards,

The Customer Service Team

Version 4.0 - 1 July 2005