If you have a question not answered here, please contact Customer Services .


Registration Queries

Why does it say my credit card details are invalid when I know they are valid?


Getting Started

I have registered with Hoad Films, What do I do now?


Technical Problems

I'm having trouble logging in.

I know my password, but I'm still having trouble logging in.

I've forgotten my password.

Is my internet browser compatible with Hoad Films?

When I try to rent a film nothing happens.




Subscription Queries

What subscription packages do you offer?

How do I rent a film?

Why are films not sent in the exact order I have chosen?

What can I do to ensure I receive a series of DVDs in the correct order?

How can I become a full member now?

How do I cancel my subscription?

What is my next payment date?

Can I freeze my account when I go away on holiday or a business trip?

I have signed up for a trial for the 3 Star package what happens at the end of the trial?.

How do I become a full subscriber after my trial ends?

How do I change my subscription level?

I have referred a friend to Hoad Films. Do I get anything in return?

What day of the month will I get billed?

How do I change my e-mail address or credit/debit card details?

My subscription was suspended due to a problem with my credit/debit card. How can I  restart my subscription?

What are the terms of my current subscription level?

What is the maximum number of rentals for a subscription period?

Can I rent a film without becoming a subscriber?

Why do I have to give you my email address?
 

Mail Queries

What happens if a DVD is lost in the post?

I've lost the prepaid return envelope. How do I return the DVD?

I've lost the protective case. How do I return the DVD?

I returned a DVD but according to my queue, Hoad Films haven't received it.

I've lost a DVD. What do I do?

I have damaged a DVD. What do I do?

According to my queue, a DVD has been dispatched to me but I have not received it.

Do you ship to my country?

Are the DVDs sent by first or second class mail?

How long does it take for my film to be sent to me?

I am having difficulty viewing an NTSC format DVD.

What is an Aspect Ratio?

What is Anamorphic Widescreen? Do I need a widescreen TV to view these DVDs?

Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?


Miscellaneous

I have reviewed a film but it is not showing on the website.

What do the BBFC ratings like "PG" and "12" mean?

Why are some titles currently unavailable?

Why should I rate films?

The status of a DVD in my queue is "Coming Soon". What does this mean?

You changed the release date of a DVD. Why?

Why is my favourite film not available on DVD?


Why should I choose hoadfilms.co.uk over other on-line rental companies?

Hoad Films stock over 12,500 DVD titles such as film, TV and Music.( our collection is growing week to week) In addition, if there is a film you would like that we don't currently stock, our 'Request a Film' service will allow you to order any film available on DVD. Our 3 Star package, at £14.99 per month for 3 DVDs at a time, is the best value package in the UK. Our web site is user friendly and continually updated. We use first class postage both ways. We offer a very responsive customer service, by email.

Hoad Films most popular subscription at £14.99 represents a saving of over £10 per month for every member watching an average of 2 films per week.
This figure does not even take into account additional savings experienced by Hoad Films members due to their 'no fines and no fixed return dates' policy -- reported to account for almost 25% of typical video store profits.

And to top all that we have a complete range of packages second to none, offering you the choice to watch what you want when you want

1 Star package - 1 DVD at a time, for £9.99 a month
2 Star package - 2 DVDs at a time, for £12.99 a month
3 Star package - 3 DVDs at a time, for £14.99 a month

or for the low volume users - DVD lite1 for £4.99 a month or DVD lite2 for £7.99 a month.

We aim to be the best and most responsive service in the UK, not necessarily the biggest.

Which credit cards does Hoad Films accept?

Hoad Films accepts: Mastercard, Visa, Visa Delta, Visa Electron, Switch, Solo, Maestro, JCB and Dinners Card.

How safe is my credit/debit card?

We use SSL (Secure Sockets Layer) technology to encrypt the personal information you enter whilst registering. This ensures that none of your personal information can be read by any third party. As a result, you can be assured that sending your credit/debit card over SSL is safer than paying for your shopping at the supermarket!

How long does a trial subscription last?

The trial lasts for 28 days. You may stop your trial and become a full member at any time. Just choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription and will be sent your additional DVDs.

Why does it say my credit card details are invalid when I know they are valid?

You may have a problem with cookies on your computer. Click here for more information.

I'm having trouble logging in.

If you have forgotten your password, we can send it to the e-mail address that you subscribed with. Use the "Lost Password" link when you log on/sign in. If the Login link does not show please Login here. 

I know my password, but I'm still having trouble logging in.

You may have a problem with cookies on your computer. Click here for more information.

Problems with Cookies.

You may experience problems if you are using a browser (eg Internet Explorer) which restricts the use of cookies (text files) by our web site. If you are using IE6 you will have to allow a 'low level' or 'unrestricted' use of cookies in the Privacy option. In your browser, click on "Tools", "Internet Options" and then "Privacy". Move the slider to "Low" or "Accept All Cookies". Once our 'cookie' has been placed on your computer, you will be able to revert to your original 'privacy' settings.

I've forgotten my password.

If you have forgotten your password, we can send it to the e-mail address that you subscribed with. Use the "Lost Password" link when you log on/sign in. 

When I try to rent a film nothing happens.

There may be a problem with pop-ups in your browser setting, you may be using a utility to stop pop-ups, or you may be using a firewall such as Norton Security with a pop-up stopper. Renting a film causes a pop-up to appear to allow you to continue adding films without leaving a page. Since most pop-ups are created in JavaScript, you can enable pop-ups by turning on your browser's JavaScript support as below or changing the utility that stops pop-ups.

In Netscape Navigator 4.7 x, choose Edit, Preferences, select Advanced in the Category tree, check the box for Enable JavaScript in the displayed options, and click OK.

In Internet Explorer, choose Tools, Internet Options, click the Security tab, select the Internet zone, and click the Custom Level button. Scroll through the Settings window until you reach Active Scripting; set the option to Enable, and click OK.

If you use America Online 6's browser, choose Settings, Preferences, (Internet Properties) WWW, click the Security tab, select the Internet zone, and follow the same steps described for Internet Explorer above.

Please check for any pop-up stopper installed on your computer or a firewall, such as Norton Security, and enable pop-ups while adding films to your rental queue.

Is my internet browser compatible with Hoad Films?

Our website is compatible with most internet browsers. Browsers that we know are not fully compatible are:

Safari Browser for Macintosh systems
Set-top Browsers

If you are experiencing problems with these browsers, please try another. Here are the links to websites of common internet browsers:

Internet Explorer
Netscape Navigator


If you are still experiencing problems, please contact Customer Services

What subscription packages do you offer?

1 Star package - 1 DVD at a time, for £9.99 a month
2 Star package - 2 DVDs at a time, for £12.99 a month
3 Star package - 3 DVDs at a time, for £14.99 a month 
DVD lite1 for £4.99 a month or DVD lite2 for £7.99 a month.

How do I rent a film?

To add a film to your rental queue you can find the film you would like by searching for a particular title or choosing from our collections, then click on "rent". You can have up to 100 films in your queue. We recommend you put at least 20 films in your rental queue to begin with and top up regularly, to ensure that there are no delays in sending films to you. Once you have about 20 films in your queue you will automatically be sent the first available DVD.

Why are films not sent in the exact order I have chosen?

We cannot guarantee the exact order of sending as this depends on availability of DVDs for a particular film. We send the next available film from your queue.

What can I do to ensure I receive a series of DVDs in the correct order?

If you want to watch a series of DVDs in a precise order we recommend that you add one at a time to your rental queue. When one has been dispatched, the next can be added to your queue.

How can I become a full member now?

To become a full member choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription and will be sent your additional DVDs if you have chosen the 4 or 5 Star package.

How do I cancel my subscription?

Log in, click on "My Account" then choose "Cancel Membership" and follow the instructions. It is essential to cancel your membership no later than three days before your next payment date and before returning your last DVD so that we do not send another. Please ensure that you return any outstanding DVDs before your next payment date to ensure that you are not charged for another month's subscription.

What is my next payment date?

To check on your next payment date, click on "My Account".

Can I freeze my account when I go away on holiday or a business trip?

If you are going on holiday or away on business you can freeze your account up to twice a year, for no more than 60 days in total. (This facility is for full members only.) No DVDs will be sent to you and you will not be charged during that period, but please note that all DVDs must be returned before the freeze takes effect. To freeze your account, click on "My Account" then choose "Freeze Your Account".

I have signed up for a trial with the 2 star package what happens next?.

During the trial period you will receive 2 DVDs at a time. As soon as your trial period ends, if you have chosen the 1 or 3 Star package, you will start to receive one or three DVDs at a time, respectively. You can change package at the end of your trial if you wish to continue receiving 2 DVDs as a full member. How to change package

How do I become a full member after my trial ends?

You will become a full member automatically at the end of the trial period.

How do I change my subscription level?

Log in, click on "My Account" then choose "Change Package". You can then choose the package you would like. You will be charged the new subscription amount less any unused portion of your previous subscription and your next payment date will be advanced by one month. You can change your package at any time.

I have referred a friend to Hoad Films. Do I get anything in return?

Yes! we will add one weeks free rentals to your account for everyone you refer provided you use the "Tell a Friend" scheme. For more details login and go to "My Account" then select "Tell a Friend".

What day of the month will I get billed?

For a trial package, the same day of the month that you become a full subscriber or after you have rented the maximum rentals for the trial period (14 for the 2 Star trial package), whichever comes first. For example, if you subscribe on the 10th May, with a trial package, you will be billed on the 8th June and then the 8th of each month thereafter. If, however, you are on a 2 Star trial package and you rent more than 14 DVDs you will be billed on return of the 14th DVD and the new rental period will start from that point.
*Click here for maximum rentals for all other packages.

How do I change my e-mail address or credit/debit card details?

You can edit all the personal information we hold for you in the "My Account" section.

My subscription was suspended due to a problem with my credit/debit card. How can I  restart my subscription?

In the event of your subscription being suspended due to a billing problem, the billing system will automatically mail you and inform you. You must then logon to update your card details and re-activate your account.

What are the terms of my current subscription level?

You can check using the "Terms & Conditions" link at the bottom of our Home Page.

What is the maximum number of rentals for a subscription period?

The maximum number of rentals for a subscription period are: Lite1= 4, Lite2= 8 and then 10, 14, 16, rentals for the 1 Star, 2 Star and 3 Star package respectively.

Can I rent a film without becoming a subscriber?

No. Only subscribers of Hoad Films can use the service.

Why do I have to give you my email address?

Your email address is important to us as it is how we will correspond with you regarding your subscription. Rest assured that we will not sell, rent or otherwise disclose your email address to third parties.

What happens if a DVD is lost in the post?

We are aware that a DVD may occasionally be lost during the shipping process through no fault of the customer,this is why we advise our customers to obtain a certificate of postage when returning DVDs, this will enable us to claim our losses from the royal mail avoiding any futher charges to the customer.

I've lost the prepaid return envelope and/or the protective case. How do I return the DVD?

You must contact Hoad Films customer service to request a new envelope.

I returned a DVD but according to my queue, Hoad Films haven't received it.

Although DVDs are returned by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take between 3-5 days in certain circumstances. However, it's possible that the DVD has been lost in the post. Please e-mail customer service if you are concerned about the return of your disk.

I've lost a DVD. What do I do?

We regret we'll need to charge you for the disc. Please e-mail Customer Services.

I have damaged a DVD. What do I do?

We regret we'll need to charge you for the disc. Please e-mail Customer Services .

According to my queue, a DVD has been dispatched to me but I have not received it.

Although DVDs are sent out by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take between 3-5 days in certain circumstances. However, it's possible that the DVD has been lost in the post. Please e-mail customer service if you are concerned about the arrival of your disk.

Do you ship to my country?

At present we ship to the UK only. However, we will shortly be shipping to other countries within the European Union. Please e-mail Customer Services if you live outside the UK and are interested in our service.

Are the DVDs sent by first or second class mail?

First class when we send to you, and pre-paid first class on return.

How long does it take for my film to be sent to me?

This depends on the stock availability of the DVD. Hoad Films takes great pride in the amount of stock we have access to. Most DVDs are dispatched the same day by first class mail.

What do I do if I receive the wrong DVD?

Please Login and go to Report a Problem.

The DVD I rented will not play.

Try cleaning the disc with a soft cloth. If the disc is still unplayable, it could be a faulty disc or a compatibility issue. Please Login and go to Report a Problem.

I want a certain DVD but you don't appear to have it.

We will order any film requested, if it is available on DVD. Please use our Request a Film service. This service is available to members only (left hand menu option).

I am having difficulty viewing an NTSC format DVD.

Some of our DVDs are in NTSC format. All DVD players sold in the UK are capable of playing both PAL and NTSC discs. Most DVD players will automatically display the picture output of discs in either format, so you should enjoy pictures in full colour. However, if you obtain normal audio and a stable black and white picture from a colour programme, you may only need to change a simple setting within the "Set Up" menu on your DVD player - check the operation manual for your player. If you experience difficulty in obtaining a colour picture signal, it may be that your TV is incapable of receiving an NTSC picture signal - check the operation manual for your TV or consult your audio-visual hardware supplier.

What is an Aspect Ratio?

The relationship between the width of a film image and its height is known as its aspect ratio, and from the early days of film until the early-1950s, almost all films had a standard aspect ratio of 1.33:1. In other words, the film image was 1.33 times as wide as it was tall (another way to denote this is 4x3, meaning 4 units of width for every 3 of height). This is the same shape as the conventional TV screen. Today, widescreen dominates filmmaking in a variety of aspect ratios. But there are two ratios that are by far the most common: Academy Flat (1.85:1) and Anamorphic Scope (2.35:1). In the case of Academy Flat, the film is 1.85 times as wide as it is tall. Anamorphic Scope is even wider, 2.35 times as wide as it is tall.

What is Anamorphic Widescreen? Do I need a widescreen TV to view these DVDs?

Anamorphic widescreen is a special feature of a DVD, that means the video on the disc diplays at a higher resolution. If a widescreen film is recorded on DVD in the anamorphic format, a Digital TV can "unsqueeze" the video image contained on the disc, so that it fills the full width of the TV screen, while retaining a high vertical resolution. You can view these DVDs if you don't have a widescreen TV, but ensure that the DVD player is set to standard "4x3" TV mode. The DVD player will then display the picture, letterboxed, with black bars top and bottom.

Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?

Many DVDs offer a choice of sound formats including Dolby Digital and DTS (Digital Theater Systems). The sound is encoded on the DVD so you will need a decoder to experience the full surround sound effect. However, all DVD players will deliver conventional stereo sound without a decoder.

I have reviewed a film but it is not showing on the website.

Once you have reviewed a film we check that it is a reasonable length of review and suitable for displaying on the website. This may take a few days. Once we have confirmed its suitability, it will be displayed. If you make a change to the review, it will go through this checking process again.

What do the BBFC ratings like "PG" and "12" mean?

There are several BBFC ratings:

U - Universal (suitable for all)
PG - Parental Guidance (general viewing, but some scenes may be unsuitable for some children)
12 - Suitable only for 12 years and over
15 - Suitable only for 15 years and over
18 - Suitable only for 18 years and over