Help Center

Spatial video is a stereoscopic 3D video format designed for immersive headsets like the Apple Vision Pro. It contains depth information that allows the viewer to perceive real three-dimensional depth when watching through a compatible device.

Unlike traditional 3D formats, spatial video uses the MV-HEVC codec which embeds left-eye and right-eye views into a single file. This makes it easy to share and play back — the file looks like a normal 2D video on regular devices, but reveals its full 3D depth on supported headsets.

XclusiveVR converts your regular 2D videos into spatial video format using AI-powered depth estimation, giving your existing content a stunning 3D effect.

Full Side-by-Side (Full SBS) is a widely supported 3D video format where the left-eye and right-eye views are placed next to each other in a single frame at full resolution.

Each eye gets a complete full-resolution image, resulting in the highest possible 3D quality. This format is supported by virtually all VR headsets including Meta Quest 2, Meta Quest 3, Meta Quest Pro, Pico, Samsung Gear VR, and many more.

The trade-off is that Full SBS files are larger than other formats since they contain two full-resolution views. However, the superior quality makes it the preferred format for VR enthusiasts.

Both formats deliver 3D content, but they differ in compatibility and use case:

Spatial Video (MV-HEVC):

• Designed primarily for Apple Vision Pro

• Single file that works as 2D on regular devices

• Compact file size with efficient compression

• Limited headset support (Apple ecosystem)

Full Side-by-Side (SBS):

• Works on virtually all VR headsets (Meta Quest, Pico, Samsung XR, etc.)

• Two full-resolution views side by side

• Larger file size but maximum quality

• Requires a 3D-capable video player

If you have an Apple Vision Pro, choose Spatial Video. For Meta Quest or other VR headsets, choose Full SBS. If you want both, XclusiveVR can convert your video to either format.

Yes. The Full Side-by-Side (SBS) file you download from your dashboard is the same stereo format YouTube uses for 3D videos.

How it works:

• Download the Full SBS version of your conversion and upload it to YouTube like any normal video.

• YouTube detects 3D through metadata embedded in the file. When it is recognised, headset viewers can watch it in real 3D in the YouTube VR app, and YouTube shows a flat version on normal screens.

• If your upload plays as two images next to each other, the 3D flag was not picked up. Contact support and we will help you tag the file.

Note: the Spatial Video (MV-HEVC) file for Apple Vision Pro is not suitable for YouTube. Always use the SBS version there.

Keep in mind that YouTube re-compresses every upload. For the best possible quality, share the hosted watch link or QR code from your dashboard instead: that streams the original file straight to the headset.

Conversion time depends on several factors:

• Video length — A 1-minute video typically takes 3–8 minutes to convert

• Resolution — Higher resolution videos (4K or even 8K) take longer than 1080p

• Quality setting — Higher quality settings use more processing time

• Server load — During peak times, your video may be queued briefly

You can track the progress of your conversion in real-time on the dashboard. You will receive an email notification when your video is ready for download.

Tip: For the fastest results, upload videos in MP4 format at 1080p resolution.

XclusiveVR offers different quality tiers that affect the depth and detail of the 3D conversion:

The AI depth estimation model analyzes each frame of your video to generate a depth map. Higher quality settings use more advanced processing passes, resulting in more accurate depth separation and a more convincing 3D effect.

For most videos, the standard quality setting produces excellent results. Premium quality is recommended for content where depth accuracy is critical, such as landscape footage or videos with complex layered scenes.

The output resolution matches your input — if you upload a 4K video, you get a 4K 3D video back.

Input formats (what you can upload):

• MP4 (recommended — fastest processing)

• MOV (Apple QuickTime)

• AVI

• MKV

• WebM

Output formats:

• Spatial Video (MV-HEVC) — for Apple Vision Pro

• Full Side-by-Side (SBS) MP4 — for Meta Quest and other VR headsets

Upload limits:

• Maximum video length: 30 minutes

• Maximum frame rate: 60 fps (slow-motion videos above 60 fps are not supported)

• Maximum resolution: depends on your subscription plan — see "Video Upload Limits" for the breakdown per plan

For best results, upload your video in the highest quality available. The conversion preserves the original resolution and audio track.

To ensure fast, reliable processing, XclusiveVR enforces the following upload limits:

Maximum resolution: up to 8K

We support conversions up to 8K resolution. The maximum resolution available to you depends on your subscription plan:

• Starter — up to 4K (3840 × 2160)

• Creator — up to 4K HDR

• Studio — up to 8K HDR

Maximum video length: 30 minutes

Videos up to 30 minutes can be converted. If you have a longer video that you would like to convert, please contact us via our contact page — we offer custom conversions for longer content on request.

Maximum frame rate: 60 fps

Slow-motion videos filmed at 120 fps, 240 fps, or higher are not supported. This is because high frame rates result in extremely long processing times and very large output files that are impractical for VR playback.

If you upload a slow-motion clip, you will see an error message immediately showing the detected frame rate. To fix this, export or convert the video at 30 fps or 60 fps using a tool like HandBrake (free), iMovie, or Premiere Pro before uploading.

Need a custom conversion? If you have specific requirements (longer videos, special formats, or bulk orders), please send us a message via the contact page and we will provide a tailored solution.

XclusiveVR supports HDR video conversion on Pro and Studio plans. The HDR pipeline preserves the original wide colour gamut and high dynamic range so the output looks natural on your VR headset, instead of being tone-mapped down to SDR.

Which HDR formats are supported?

• HDR10 (PQ / SMPTE 2084) — most modern Apple, Sony, and consumer 4K cameras

• HLG (ARIB STD-B67) — broadcast and Sony FX-series cameras

• Dolby Vision — the dynamic-metadata layer is stripped during processing; the underlying HDR10 base layer is preserved

Plan availability:

• Starter — SDR only (HDR uploads are blocked)

• Pro — up to 4K HDR

• Studio — up to 8K HDR

If you upload an HDR video on a Starter plan, the upload is blocked with an upgrade prompt. The same applies if the file name clearly identifies the file as HDR (for example "_HDR_", "_DV_", or "Dolby.Vision") even when the client's metadata flag is missing.

What the output looks like:

The converted file is encoded in 10-bit HEVC with the original transfer function and BT.2020 colour primaries. On a compatible HDR headset (Apple Vision Pro, Meta Quest 3 with HDR-aware playback) you see the full dynamic range. On an SDR display the file is automatically tone-mapped by the player.

A note on Spatial Video and HDR:

MV-HEVC spatial video can carry HDR metadata, but Apple's current Photos app on Vision Pro tone-maps spatial video to SDR for compatibility reasons. Full Side-by-Side HDR generally gives a better HDR experience on third-party players (Skybox VR, DeoVR) today.

Spatial Video (MV-HEVC) conversions take longer than Full Side-by-Side conversions. This is normal and expected — here is why.

Full SBS is a one-stage process:

The AI depth estimation generates the 3D pair, packs the two eyes side by side, and encodes a single MP4 file. The output goes straight to your dashboard.

MV-HEVC is a two-stage process:

1. The same AI conversion produces the side-by-side stereo pair on our GPU servers.

2. A second stage repackages the stereo pair into Apple's MV-HEVC container using Apple's encoding stack. This stage runs on dedicated Apple Silicon hardware to ensure the output is fully compliant with Apple Vision Pro and visionOS.

The extra stage adds a few minutes per video — typically the equivalent of an additional pass at roughly 1× real-time. For a 10-minute clip, that is about 10 extra minutes of processing on top of the standard conversion time.

If you need the fastest turnaround, choose Full SBS. The 3D quality is identical — the only difference is the container format and which players support it.

During busy periods the queue for the Apple Silicon stage can grow longer than the GPU stage, which is why MV-HEVC sometimes appears to "stall" near 80% on the dashboard. The stall is the queue wait, not a failure. Your video will continue automatically.

Every conversion lets you choose a 3D Experience preset that controls how strong the 3D effect is. The right choice depends on the type of content and how long you plan to watch.

Cinema (subtle depth)

Light 3D effect designed for extended viewing. Closest to the depth you would experience in a movie theatre. Great for feature-length content, narrative video, slow-paced scenes, or anyone sensitive to motion sickness.

Comfort (recommended, balanced)

A balanced preset that gives clearly perceptible depth without strain. Suitable for most users and most content. This is the default — when in doubt, use Comfort.

Aggressive (maximum pop-out)

Maximum depth and pop-out effect. Best for short clips (under 5 minutes), demos, music videos, action sequences, or anywhere you want the strongest immersion. Not recommended for long-form viewing as the high parallax can cause eye fatigue over time.

Which preset for which content?

• Vlogs / talking head — Comfort

• Landscape / drone footage — Aggressive or Comfort

• Concerts / live events — Comfort or Cinema

• Movies / documentaries — Cinema or Comfort

• Music videos / trailers — Aggressive

• Sports highlights — Aggressive

• Anything with rapid camera motion — Comfort or Cinema (Aggressive can amplify motion)

A tip: if you are not sure, convert a short test clip first. The preset only affects the warp stage — the underlying depth estimation is the same — so you can quickly compare which one feels best on your headset.

The number of frames per second (fps) in your source video has a direct impact on how long a conversion takes. The AI processes every frame individually for depth estimation, so a 60 fps clip contains twice as many frames to analyse as a 30 fps clip of the same length.

Typical conversion times vary roughly proportional to total frame count:

• 24–30 fps — fastest. Most films, TV, and consumer footage falls in this range.

• 50–60 fps — about 1.5–2× slower than 30 fps for the same clip length. Common for sports, action cameras, and modern smartphone video.

• Above 60 fps — not supported. Slow-motion footage at 90, 120, 240 fps or higher is rejected at upload.

Why 60 fps is the upper limit:

High-frame-rate slow-motion video produces an enormous number of frames (a 1-minute 240 fps clip has 14,400 frames — the same as 8 minutes of 30 fps footage). Processing times become impractical, output files become very large, and most VR headsets do not natively play above 60 fps anyway. The 60 fps cap keeps conversions fast and the output usable.

What to do with a high-fps clip:

If you have a 120 fps or 240 fps slow-motion video, re-export it at 30 fps or 60 fps before uploading. Free tools like HandBrake, or any video editor (iMovie, DaVinci Resolve, Premiere Pro), can re-encode the file at a lower frame rate. The slow-motion effect is preserved — only the timing density changes.

If the upload is rejected, the error message tells you the detected frame rate so you know exactly what to convert it to.

Yes. If a converted video did not turn out the way you hoped — for example you picked the wrong preset, or the depth effect is not quite what you expected — you can re-upload the source and run the conversion again with different settings.

How it works:

• A re-conversion is treated as a new conversion — it counts another time against your monthly minute allowance.

• Pick a different preset (Cinema / Comfort / Aggressive) or a different output format (Spatial Video vs Full SBS) and run it again.

When the result is bad due to a technical issue (encoding errors, audio loss, broken file), please contact support with your video ID. We refund the minutes consumed by failed conversions — those are on us, not you.

When the source itself is the limit:

AI 2D-to-3D works best with content that has clear foreground/background separation, camera motion, and varied subject distances. Some material — flat screen recordings, talking-head close-ups against a uniform backdrop, animation that already used a fixed-distance camera — simply does not contain enough depth cues for any preset to produce a strong 3D effect. In those cases re-converting with a stronger preset will not help. The "Low 3D depth effect" article in Troubleshooting goes into more detail.

To watch your converted spatial video on Apple Vision Pro:

1. Download the converted spatial video file to your Mac or iPhone

2. If on Mac: AirDrop the file to your Apple Vision Pro, or add it to your Photos library — it will sync via iCloud

3. If on iPhone: Save the file to your Photos app — spatial videos sync automatically via iCloud Photos

4. On your Apple Vision Pro, open the Photos app

5. Navigate to the spatial video — it will appear with a spatial video indicator

6. Tap to play and enjoy the immersive 3D experience

Alternatively, you can use the Files app on Vision Pro to open spatial videos directly from iCloud Drive or any connected cloud storage.

Tip: For the best viewing experience, watch in a dimly lit environment and ensure your headset is properly fitted.

To watch your Full SBS 3D video on Meta Quest (Quest 2, Quest 3, Quest Pro):

Using the built-in Meta Quest browser:

1. Connect your Quest to the same Wi-Fi network as your computer

2. Transfer the SBS video file to your Quest via USB cable, or upload it to cloud storage

3. Use a 3D video player app like Skybox VR, Pigasus, or the built-in Meta Quest TV

Using Skybox VR Player (recommended):

1. Install Skybox VR from the Meta Quest Store

2. Transfer your SBS video to the Quest via USB or use Skybox's network streaming feature

3. Open Skybox, locate your video file

4. Set the display mode to "Side by Side (SBS)" and "3D"

5. Enjoy your immersive 3D video

Using USB transfer:

1. Connect your Quest to your computer with a USB-C cable

2. Allow file access on the headset when prompted

3. Copy the video file to the Movies folder on your Quest

4. Open your preferred 3D player and navigate to the file

Here are the best apps for watching Full Side-by-Side 3D videos on Meta Quest headsets:

Skybox VR Player (Recommended)

The most popular VR video player. Supports SBS, over-under, and 360 3D formats. Features include network streaming (DLNA/SMB), USB file browsing, and a clean interface. Free with optional premium features. Set playback mode to "Side by Side" and "3D" for your converted videos.

Pigasus VR Media Player

A powerful player with excellent codec support and streaming capabilities. Supports SBS 3D, SMB/DLNA network shares, and has a built-in file manager. Good alternative if Skybox does not work for your file format. Available on the Meta Quest Store.

Meta Quest TV

The built-in media player from Meta. Supports basic 3D SBS playback. Limited compared to dedicated players but requires no extra installation. Access it from the Apps menu on your Quest. You may need to manually select the 3D SBS display mode.

Bigscreen

Primarily a social VR cinema experience, but also works as a personal 3D video player. Load your SBS video and watch it on a giant virtual screen. Great for the cinema experience, but less convenient for quick playback.

DeoVR Video Player

A free player with strong codec support and a built-in browser for streaming. Supports SBS and other 3D formats. Easy to use with automatic format detection for most files.

Tip: For the best experience with XclusiveVR converted videos, we recommend Skybox VR Player. It reliably detects Full SBS format and provides the smoothest playback with proper 3D depth rendering.

If your converted video has no audio, here are some things to check:

1. Check the original file — Make sure your source video actually contains an audio track. Some screen recordings or exported clips may not include audio.

2. Audio codec compatibility — The conversion preserves the original audio track. If your player does not support the audio codec, it may appear silent. Try playing the video in VLC or another media player that supports all codecs.

3. Headset audio settings — On Meta Quest, check that the headset volume is turned up and that audio is not routed to Bluetooth headphones unexpectedly.

4. Re-download the file — Occasionally, an incomplete download can result in a corrupted audio stream. Try downloading the converted file again from your dashboard.

If the issue persists, please contact our support team with your video ID (found on your dashboard) so we can investigate.

If the 3D effect in your converted video seems flat or minimal, this may be due to the content of the source video:

1. Source material matters — Videos with clear foreground/background separation produce the strongest 3D effect. Close-up shots of flat surfaces or purely 2D content (screen recordings, slideshows) will have minimal depth.

2. Camera movement helps — Videos with camera motion (panning, tracking shots) give the AI more depth cues to work with, resulting in a better 3D effect.

3. Try a higher quality setting — Premium quality uses more processing passes for better depth estimation.

4. Viewing distance — On your VR headset, make sure you are viewing the video at the correct virtual screen distance. Too far or too close can reduce the perceived depth effect.

5. Content type — Landscape footage, outdoor scenes, and videos with objects at varying distances produce the most impressive 3D results.

Remember: AI-generated 3D from 2D footage will not match natively filmed 3D content, but it can produce a very convincing immersive effect, especially with suitable source material.

If your converted video won't play, try these steps:

On Apple Vision Pro:

• Ensure the file has the correct .mov extension for spatial video

• Try opening it in the Photos app rather than Files

• Check that your visionOS is up to date

On Meta Quest:

• Use a dedicated 3D video player like Skybox VR

• Make sure you set the correct playback mode (Side-by-Side 3D)

• Check that the file transferred completely (compare file sizes)

General troubleshooting:

• Streaming from your dashboard or library needs a stable, fast Wi-Fi connection (5 GHz strongly recommended). If the stream stutters or keeps buffering, move closer to your router or download the file and play it locally

• Try playing the file on your computer first using VLC media player to verify it is not corrupted

• Re-download the file from your dashboard (free trial and Try Pack videos stay available for 7 days; on a subscription your videos stay available for as long as you are subscribed)

• Check your device has enough storage space

• Ensure your headset firmware is up to date

If you continue to experience issues, reach out to us through the contact form with your video details.

Some converted videos show subtle artifacts around the edges of foreground objects — a thin halo, a soft ghosting at silhouettes, or a slightly blurred outline. This is a known trade-off of AI-generated 3D and is most visible on the Aggressive preset.

What causes it:

When the AI separates foreground from background, it has to invent the pixels that were hidden behind the foreground in the original 2D footage. The wider the depth separation (more pop-out), the more the AI has to fill in. At Aggressive depth, the parallax between left and right eye is large, which:

• Widens the disocclusion regions that need to be filled

• Amplifies any small inaccuracy in the depth map at object edges

• Pushes mixed foreground/background pixels (from bilinear sampling) further apart, which can show up as a halo

How to reduce it:

• Switch to Comfort or Cinema preset — the parallax is smaller, so the halo becomes much less visible. For most content this is the simplest fix.

• Avoid Aggressive on content with very high contrast at silhouette edges (white object on dark background, headlights against night sky, fine hair detail). These are the worst case for any 2D-to-3D AI.

• Source matters more than the preset. Sharp, well-lit footage with clear separation gives the AI a cleaner depth map. Heavy compression, motion blur, or low light make depth estimation harder and any preset will show more artifacts.

When artifacts indicate a problem (not a trade-off):

• Hard "tearing" lines or banding rather than a soft halo

• Wrong-eye depth (background appears in front of foreground)

• Stuttering 3D that flickers between frames

These point to a real issue rather than the normal trade-off. Send us the video ID and a description and we will investigate.

If an HDR conversion plays back with flat colours, low contrast, or a milky / greyish look, the issue is almost always at the player or display side rather than in the converted file.

Most common causes and fixes:

1. The player does not support HDR

Many 3D players for VR were built before HDR became common. They open the file but treat it as SDR, which causes the milky / washed-out look. Try a different player:

• On Apple Vision Pro — the Photos app handles HDR best. Files app and most third-party players downgrade to SDR.

• On Meta Quest 3 — Skybox VR (recent versions) and DeoVR generally render HDR correctly. Older players or the built-in browser usually do not.

• On a Mac or PC for verification — VLC and IINA play HDR HEVC correctly when the system display supports it.

2. The display / headset is not in HDR mode

Some headsets need HDR enabled in settings before they will switch into HDR for video playback. Check the display settings on your device.

3. Dolby Vision dynamic metadata was stripped

XclusiveVR preserves the HDR10 base layer but strips the Dolby Vision dynamic metadata layer during processing. On displays that depend on Dolby Vision metadata (some living-room TVs), the output looks slightly less punchy than the original. On VR headsets this is usually invisible.

4. SDR display is showing HDR content directly

If you copy the file to an SDR display without a tone-mapping player, it can look flat. Use VLC or IINA, which apply automatic SDR tone-mapping.

Verifying the file itself is HDR:

Open the file in VLC → Tools → Codec Information. If it says "transfer function: SMPTE 2084" or "ARIB-STD-B67", the HDR is intact in the file. If it says "BT.709", something downstream of conversion stripped the HDR — please contact support with the video ID so we can check the encoding logs.

XclusiveVR runs on a simple monthly or yearly subscription. Each plan gives you a fixed pool of conversion minutes that refreshes at the start of every billing cycle.

What counts as a minute:

The duration of the source video you convert. A 90-second video uses 1.5 minutes from your monthly allowance — regardless of resolution or output format.

Billing cycles:

• Monthly — billed every month on the day you signed up. Minutes reset on each renewal.

• Yearly — billed once a year with a 17% discount versus monthly. Minutes are still issued monthly (you don't get the full annual pool up front).

Unused minutes carry over to the next month, capped at 1× your plan's monthly allowance. So if you have a 60-minute Creator plan and use only 30 this month, the 30 unused minutes get added to next month — giving you up to 90 minutes available. The cap means you can never accumulate more than one month's worth as a buffer; rollover that would exceed the cap is simply not added. Pick a plan that matches your typical monthly volume — the rollover is a buffer for slow months, not a way to bank up several months of credit.

Want to try the service first? See "Try Pack — One-Time Purchase" for a no-subscription option, or read about the 7-day money-back guarantee on every paid plan.

XclusiveVR has three subscription tiers plus a one-time Try Pack. All prices below are excluding VAT.

Starter — €12/month or €120/year

• 20 minutes per month

• Up to 4K resolution (3840 × 2160)

• Spatial Video + Full SBS output

Pro — €29/month or €290/year

• 60 minutes per month

• Up to 4K HDR

• Spatial Video + Full SBS output

• Priority processing

Studio — most powerful tier

• 150 minutes per month

• Up to 8K HDR

• Spatial Video + Full SBS output

• Priority processing

Yearly billing saves you ~17% compared to paying monthly — equivalent to two months free. You can switch between monthly and yearly at any time from your billing page.

Try Pack — €5 one-time, 10 minutes

Not ready for a subscription? Buy 10 minutes of conversion as a one-time purchase. No recurring charges. Perfect for a single project or to test how a specific video converts before committing.

Visit the pricing page for current prices and to subscribe.

All payments on XclusiveVR are processed securely through Stripe, a leading global payment processor.

We accept:

• Credit and debit cards (Visa, Mastercard, American Express)

• Apple Pay and Google Pay (where available)

• iDEAL, Bancontact, SEPA, and other local payment methods (depending on your region)

Your payment information is handled entirely by Stripe — we never store your card details on our servers. All transactions are encrypted and PCI-DSS compliant.

Subscription billing:

Your first charge happens immediately when you subscribe. Subsequent charges are made automatically on the same day each month (or year, for annual plans). You will receive a Stripe receipt by email after every successful payment, and your invoice with VAT details is available on your billing page.

Failed payments:

If a payment fails (e.g. expired card), Stripe will retry automatically over the next few days. You will receive an email asking you to update your payment method. Your subscription stays active during the retry window.

Every recurring subscription (Starter, Creator, and Studio) is covered by a 7-day money-back guarantee. If the service is not for you, you can request a full refund and your subscription will be cancelled immediately.

Eligibility:

• Within 7 days of your first subscription payment

• You have used less than 20% of your monthly minutes (this prevents the "subscribe → use everything → refund" pattern)

• One refund per account (lifetime)

• The Try Pack one-time purchase is not eligible — it is sold without recurring obligation

How to request a refund:

Go to your billing page. If you are eligible, a "Request refund" button is visible. Click it, optionally tell us why, and confirm. Your refund is processed to your original payment method within 5–10 business days, and your access ends immediately.

Why a usage cap?

We pay GPU costs the moment you convert a video. The 20% threshold lets you genuinely test the service while protecting against abuse. If a conversion failed due to a technical issue on our end, contact support — we always cover those minutes regardless of the refund window.

This guarantee replaces the standard EU 14-day right of withdrawal for digital services, which would otherwise be waived the moment you start your first conversion. It gives you a safer, more flexible safety net.

Subscriptions (Starter, Creator, Studio) come with a monthly minute pool. If you need to convert more than your plan includes in a single month, you have two options:

1. Continue with overage billing

Recurring plans allow you to keep converting beyond your included minutes. Each extra minute is added to your next invoice at a per-minute overage rate that depends on your plan:

• Starter — €0.45 per minute outside the EU (excl. VAT) · €0.55 per minute in the EU (incl. 21% VAT)

• Creator — €0.30 per minute outside the EU (excl. VAT) · €0.36 per minute in the EU (incl. 21% VAT)

• Studio — €0.22 per minute outside the EU (excl. VAT) · €0.27 per minute in the EU (incl. 21% VAT)

When you start an upload that would push you past your included minutes, the upload page shows a heads-up: how many overage minutes will be used and the projected cost. You confirm with a "Convert anyway" button. The overage is then added as a separate line item on your next monthly Stripe invoice — there is no surprise mid-month charge.

2. Upgrade to a higher tier

If you are regularly going over your allowance, the next tier up is almost always cheaper than paying overage. For example, going 30 minutes over on Starter (€13.50 in overage) is more expensive than upgrading to Creator (€29 for 60 included minutes). The pricing page and your billing page both show your current usage so you can decide.

A note on the Try Pack:

The Try Pack is a one-time 10-minute purchase, not a subscription, and does NOT support overage. Once your 10 minutes are used up, you will need to either purchase another Try Pack or subscribe to a recurring plan to continue converting.

Where to see your usage:

Your billing page shows your current month's minute usage with a progress bar, plus any overage already incurred this period. The same information appears on the upload page when you select a video — so you always know in advance whether a conversion will eat into your overage.

You can change or cancel your subscription at any time from your billing page.

Upgrade (e.g. Starter → Creator):

Takes effect immediately. Stripe prorates the difference — you only pay for the remaining days of the current cycle at the new price. Your minute allowance jumps to the new tier right away.

Downgrade (e.g. Creator → Starter):

Takes effect at the end of your current billing cycle. You keep your full Creator minute allowance until then, and you are not charged the lower price until the next renewal. This avoids cutting you off mid-month after you have already paid.

Switch between monthly and yearly:

Use the same upgrade/downgrade flow. Switching to yearly takes effect immediately (with proration). Switching to monthly takes effect at renewal.

Cancel:

Your subscription remains active until the end of the period you have already paid for, and then stops. You will not be charged again. Your account stays open — you can resubscribe any time without losing your history.

Reactivate after cancel:

If you cancelled but the period has not ended yet, your billing page shows a "Reactivate" button to keep the subscription running.

8K video conversion is exclusively available on the Studio plan.

Maximum resolution by plan:

• Starter — up to 4K (3840 × 2160)

• Creator — up to 4K HDR

• Studio — up to 8K HDR (7680 × 4320)

If you upload an 8K video on a Starter or Creator plan, the upload will be blocked and you will see an error asking you to upgrade.

Important note about 8K output:

No VR headset currently supports true 8K per eye. When you upload an 8K source video, XclusiveVR processes and delivers it at 4K per eye — which is the maximum any headset can display today. The 8K source resolution gives the AI more detail to work with, resulting in a sharper 4K 3D output compared to uploading a native 4K source.

The Studio plan is recommended for professional productions, event videographers, and studios working with high-resolution HDR footage.

To upgrade your plan, visit the Pricing page or use the change-plan button on your billing page.

If a conversion did not turn out the way you expected, here is what we can do:

1. Failed or technically broken conversions

If the output file is corrupted, has missing audio, was encoded incorrectly, or never finished, the issue is on us. Contact support with your video ID and we will refund the minutes consumed by that conversion to your account so you can try again at no extra cost. This applies regardless of your plan or the 7-day window — failed conversions are always covered.

2. The result looks wrong (wrong depth, edge artifacts, colour issues)

First, check the relevant Troubleshooting article — many issues come down to picking a different preset (Cinema / Comfort / Aggressive) or a different player. We are happy to look at a specific video on request: send the video ID and a short description of what looks wrong, and our team will review it. If we agree the output is below the quality bar, we refund the minutes used.

3. The result is technically fine but you do not like the 3D effect on your content

Not every video makes a great 3D conversion. Flat 2D animation, screen recordings, talking-head shots against uniform backgrounds, or footage with no depth cues will produce a subtle 3D effect at best — that is a limit of AI depth estimation, not a fault in the conversion. In those cases we cannot refund individual minutes, because the system worked as designed. We recommend running a short test clip first when you are unsure how a particular type of content will convert.

4. The whole subscription is not for you

Within 7 days of your first subscription payment, and provided you have used less than 20% of your monthly minutes, you can request a full refund of the subscription itself from your billing page. See "7-Day Money-Back Guarantee" for the full eligibility rules.

How to reach us:

Use the contact form or the in-app chat on the support page. Include your video ID (visible on the dashboard) so we can look up the exact conversion run, the preset used, and the encoding logs.

XclusiveVR supports nine currencies for both one-time top-ups and recurring subscriptions:

EUR (Euro), USD (US Dollar), GBP (British Pound), CAD (Canadian Dollar), AUD (Australian Dollar), CHF (Swiss Franc), SEK (Swedish Krona), NOK (Norwegian Krone), DKK (Danish Krone).

How your currency is chosen:

• Auto-detect — based on your IP location at first visit (e.g. visiting from the US → USD).

• Manual — pick from the currency selector in the site header. Your choice is saved to your browser and used the next time you sign in.

EU customers default to EUR — pricing is shown incl. 21% VAT, in line with EU consumer law. Customers outside the EU see prices excl. VAT (matches the "VAT-exempt export of services" treatment in our bookkeeping).

Fixed price every renewal — no FX surprise:

Unlike currency conversion at the bank, our subscription prices are FIXED in each currency. A Creator subscription is $32/month every month, not "approximately $32 depending on today's EUR rate". This makes budgeting predictable. The trade-off: when FX rates shift significantly we may adjust the price for new subscriptions, but existing customers keep their original price for as long as they stay subscribed.

What about my existing subscription?

Stripe doesn't allow currency changes on an existing subscription. If you started in EUR and want to switch to USD (or vice versa), you'd need to cancel and resubscribe. We don't recommend doing this just to chase FX — it cancels your current period and resets your billing date.

VAT and reverse-charge:

• EU consumer (no business VAT number) → 21% VAT included in EUR price

• EU business with valid VAT number (not NL) → 0% reverse charge, your accountant declares the VAT on their side

• NL business → always 21% VAT (Dutch domestic supply)

• Non-EU customer (any currency) → 0% VAT-exempt export

On your invoice you'll see the exact line items including VAT treatment.

How long your converted 3D videos stay hosted depends on how you use XclusiveVR:

• Free trial — 7 days

• Try Pack — 7 days

• Subscriptions (Starter, Creator, Studio) — hosted and streamable for as long as your subscription is active. There is no time limit; instead, each plan has a storage allowance (25 GB, 100 GB, or 500 GB) that determines how much you can keep online at once.

• Cancelled or past-due subscription — 30-day grace period

After a retention window or grace period passes, the file is automatically and permanently deleted from our storage and can no longer be re-downloaded or streamed. For free trials and Try Packs, download your video and keep your own backup within the 7 days. On a subscription you never need to race a deadline: your library simply stays available while you remain subscribed.

Source uploads:

Your original 2D upload is kept only during the conversion run and a short period afterwards (in case a retry is needed). After 7 days it is automatically purged regardless of plan, and is not available for re-download.

Account deletion:

Closing your account schedules all associated videos and records for deletion within a few days.

Where is the data stored?

• Conversions run on GPU servers in EU and US datacentres.

• Output files are stored encrypted on global edge storage (EU and US locations).

• Account and metadata are stored in our primary database in the EU.

For privacy or GDPR questions, please contact us via the contact page.