FAQ

What can we help you with?
Is it free to create an account?

Yes ? there?s no upfront cost or commitments to get started with Nobacklog.

You can create a free Nexus account to take a look around our system and read the Help Centre articles. You can also jump on a call with our team to understand more about what we do and complete an on-boarding process if you need help.

Once you?re ready to place a booking, login to Nexus and place the order.

There?s no lock-in contract, commitments or subscription with Nobacklog. Order projects whenever you like!

What discounting do you offer if I sent you lots of work?

Studios that consistently use our services often receive up to 15% discount with our Rewards Program, and then a 5% discount for Pre-Ordering.

This means that advertised pricing could be discounted up to 20%.

Nexus intelligently and automatically adds points to your account and rewards you when you?re entitled to it. There?s nothing you need to do - it?s easy, automatic and can reduce your editing expenses even further below our competitive rates.

How and when should I order projects?

All projects with Nobacklog run through software we?ve built called Nexus. It?s your central hub for ordering, managing and reviewing projects.

Create a Nexus account, login and click the +NEW button up the top right. You?ll see a range of ordering options available.

Ideally, order each project about 4-8 weeks prior to the event happening ? we call this Pre-Ordering.

Pre-Ordering is more important for Video projects compared with Photo projects.

Pre-Orders receive:

  • Much faster delivery times
  • Allow Nobacklog to assign the same editor(s) consistently
  • Automatic 5% discount (if ordered at least 4 weeks prior to event)
  • Bonus Reward Points

Things can get quite busy at certain times of the year, so clients that regularly work with us Pre-Order almost all their projects.

If you have a backlog of projects when first starting with us, that?s OK ? we?ll provide accurate lead times upfront, so you know how to manage your clients expectations.

Can I book more than one project at once?

You sure can!

Nexus is available for you to place orders 24/7. Each order can include a single project, or multiple projects. Payment terms offered will change depending on how many projects you have on the order.

Each project individually managed and progresses within Nexus system, so it does not matter if you book 10 projects on the same order or separately.

How do payments work?

We accept payment via PayPal or Stripe, which allow you to utilize a credit card, or attach your business banking to your PayPal account.

Depending on how many projects you place on a single order, and when you order, there are various payment terms presented within the order form.

50/50

  • Available for orders with a single project
  • 50% at time of order
  • 50% after seeing version 1 and to release project files

Pay As You Go

  • Available for orders with 2 or more projects
  • Pay for one project at a time (great for cash flow)
  • First project on order 100% at time of order
  • Remaining projects; 100% payment due 5 days prior to edit starting

Pay in Full

  • 100% on all projects at the time of ordering
  • Bonus Reward Points provided

There is no tax applicable to the transaction, and we don?t charge you any fees to pay via PayPal or Credit Card.

What if I need to cancel or modify an order?

Any project, on any order can be cancelled for any reason and receive a 100% refund to the original payment method, as long as the editing has not started.

With Pay As You Go payment terms, you might not have even paid for a project you want to cancel.

This generous cancellation policy allows you to Pre-Order with confidence!

  • Protection from your client cancelling or postponing
  • Ability to secure your editors time in advance, then cancel without consequence if you?d like edit the project, or part of the project yourself
  • Ability to upgrade or downgrade the order and pay the difference (no additional levy/fee), as long as the edit has not started
Do you offer an express service?

We understand that sometimes things are urgent.

Within the ordering process, you may see an express option on particular products if we have capacity to offer it. This is not always available every single week of the year. Sometimes there?s an influx of unpredicted work, and we simply can?t slot an urgent project into the schedule.

If you have an urgent project and you don?t see the option in the booking process, please contact us ? most of the time we can make something work.

Please, always endeavour to book ahead so we can deliver productions on schedule, without express fees and with plenty of time for creativity!

What turn-around time can I expect?

Simple answer:

Photo projects = 8-10 business days on average

Video projects = 15-25 business days (if Pre Ordered)

Complex answer:

Our delivery times range depending on a few factors, including:

  • The time of the year ? peak demand can occur unexpectantly
  • The availability of your usual editor
  • How many projects your specific editor has in que already from your studio
  • How quickly you can get us assets
  • How many projects you are booking at the same time

In the booking system, we display a Live Studio Lead Time which gives a general indication of how busy Nobacklog is. Assuming you don?t have other projects in que, generally the Live Studio Lead Time gives an accurate estimate of when we will deliver the first project on a new order.

For each additional project on an order, it takes about 5-7 business days to complete. This is because we generally assign the same editor to your studio, for consistency of style, and they?re unable to start on the second project until the first is complete.

If it?s the very first edit you?re sending us, it may take a little longer because we?re spending extra time to learn how to edit to your style.

When you place an order, the Estimated Delivery Date will not display in Nexus until we have completed Scheduling the order. Afterwards, an Estimated Delivery Date will display, and generally, this is highly accurate. The Estimated Delivery Date is subject to change:

  • If you miss the Asset Delivery Deadline, significant delays can occur
  • If your Asset Delivery has technical issues, or missing files, delays can occur
  • We may need to shift projects around in our que, which can result in minor delays.

If promising a delivery to your customer, always allow a few additional days on top of the Estimated Delivery Date.

To receive the best delivery times, please:

  • Book projects in advance of the wedding date
    • We suggest 6-8 weeks in advance as best practice
    • 4 weeks minimum to classify as a Pre-Order
  • Deliver files to us online instead of via a physical hard-drive
  • Ensure you meet the Asset Delivery Deadline
  • Ensure files you provide are correct (nothing is missing)
How can I get started or learn more?

All projects with Nobacklog run through software we?ve built called Nexus. It?s your central hub for ordering, managing and reviewing projects.

Sign up for a free Nexus account and visit the Help Centre. There are over 80 articles with a wealth of information, direction, tips and tricks.

If you?d like to direct message or speak with us, get in touch.