Firstly, we would like to express our most sincere apologies for the disappointment and inconvenience caused by the inability to play your videos.
We have investigated your case and can confirm that unfortunately, the videos were lost/corrupted due to a technical error, which is extremely rare, but may happen despite our efforts to best secure the online storage of your pictures and videos.
We understand how frustrating this can be, but unfortunately the lost/corrupted videos cannot be recovered. We do advice on our site and in our conditions of storage that customers should always have back up of their data to more than one location and should not use the online space as their only storage of photos and videos.
However, we understand and appreciate the fact that we have disappointed and inconvenienced you and for this we sincerely apologise. We would like to offer you a free gift - a free photo book of your choice as a gesture of goodwill and an apology.
Please let us know should you wish to receive this offer and we will add a credit to your account.
Once again, please accept our apologies. We look forward to your reply.
