How to Set Boundaries for Custom Video Requests

Set boundaries for custom video requests by writing an off-limits list before requests arrive, publishing it in your offer instructions, and declining and refunding anything that crosses it. Payment submits a request for your review; it does not obligate you to record it, and a short, neutral refusal is enough. Personalized Videos let a follower pay upfront for one personalized video for themselves or someone they care about: you set the price and the delivery time, then record it on your schedule.

Scope of verification: Brillay product mechanics on this page are verified against Brillay's own public documentation, and every legal or platform-policy statement names its primary source and that source's own date inside the sentence. Nothing here is legal advice.

Brillay's How It Works page explains what happens if you decline a request: the order closes and the follower's payment is returned. You're always in control of what you take on (how it works). Brillay's dated public policy, Purchases, Support & Refunds version 1.0, effective July 25, 2026, states in section 4 that "Ordinary refunds are decided and initiated by the creator".

This is one part of running Personalized Videos well. For the full process—including pricing, setup, recording, and promotion—see how to sell personalized video messages as a small creator.

What should be on your off-limits list?

Your off-limits list should name the request types you will never record: explicit or sexual content, harassment of a non-consenting third party, impersonation or paid endorsement, anything sexualizing a minor, and false professional or legal claims. Write it before a paid request arrives so the decision is already made.

The largest dedicated personalized-video marketplace publishes the same categories in writing, which is a useful floor to build on:

• Anything explicit or sexual. Cameo's Community Guidelines, last updated August 1, 2024, state that "Nudity on Cameo is prohibited, including genitalia, fully-nude buttocks, and female nipples," with narrow exceptions for breastfeeding and health situations (Cameo Community Guidelines). Decline a request disguised as a birthday shoutout rather than trying to make a "cleaner" version of it.
• Harassment or humiliation aimed at a third party. Cameo's Community Guidelines, last updated August 1, 2024, prohibit users from posting or soliciting content that "is (or incites or encourages) illegal, abusive, harassing, hateful, racist, derogatory, or harmful". A consensual "roast me" from the person being roasted is a different request from insulting an ex or coworker who never agreed to take part.
• Impersonation or unapproved endorsement. The Federal Trade Commission's Trade Regulation Rule on Impersonation of Government and Businesses, 16 CFR Part 461, took effect April 1, 2024 and prohibits materially and falsely posing as a government entity or officer, or as a business or its officer (Federal Register, 89 FR 15072). "Pretend to be my doctor" and "read this script as the IRS" belong on the list for that reason.
• Inappropriate content involving minors. Cameo's Community Guidelines, last updated August 1, 2024, state that "Sexualizing minors is strictly prohibited" and bar users from distributing, posting, sending, or soliciting any sexually explicit content of minors. The National Center for Missing & Exploited Children received 21.3 million CyberTipline reports of suspected child sexual exploitation in 2025, containing 61.8 million images, videos, and other files (NCMEC CyberTipline Data); suspected exploitation can be reported at report.cybertip.org or 1-800-843-5678.
• Health, money, or legal claims framed as professional advice. The FTC's Health Products Compliance Guidance, published December 20, 2022, states that companies "must have appropriate substantiation to back up claims for health-related products" (FTC Health Products Compliance Guidance). A scripted "as your doctor, I recommend…" video puts an unsubstantiated health claim in your voice.

You can set a standard stricter than any platform's minimum rules, and on Brillay you decide which individual requests to accept or decline. Your list can also reflect your persona: a comedy creator may accept consensual roasts a family-friendly creator declines. The goal is a clear personal standard you apply the same way every time.

Why is a paid endorsement request the riskiest one to accept?

A paid endorsement request is the riskiest because it converts a personal message into advertising, and advertising disclosure is enforced by regulators against both the platform and the individual endorser. Undisclosed paid endorsement videos have already produced a multistate settlement in the personalized-video category, with money attached.

On July 24, 2024, the New York Attorney General announced a 30-state settlement requiring Cameo to pay $100,000 in penalties, including $25,000 to New York, after the company "failed to implement measures to ensure those videos were properly disclosed as paid endorsements" (New York Attorney General press release). The FTC's Guides Concerning the Use of Endorsements and Testimonials in Advertising, 16 CFR Part 255, took effect July 26, 2023 and state in § 255.5 that a connection between an endorser and the seller that "might materially affect the weight or credibility of the endorsement" must be fully disclosed (Federal Register, 88 FR 48092). The FTC's maximum civil penalty for violations of Sections 5(l) and 5(m)(1)(A) of the FTC Act is $53,088 per violation for penalties assessed after January 17, 2025 (16 CFR § 1.98, eCFR).

The practical rule: if a follower is paying you to praise a product or company rather than to greet a person, treat it as an ad, not a shoutout. Either decline it, or handle it as sponsored work with a clear, conspicuous disclosure in the video itself.

How can you tell an awkward request from an inappropriate one?

An awkward request is unusual, sentimental, or oddly specific; an inappropriate one targets a non-consenting person, sexualizes anyone, impersonates a real role, or sells something as fact. Odd is not the same as off-limits. Reserve declining for requests that cross a written boundary, not ones that merely surprise you.

When you are unsure, ask three questions:

1. Who is affected by the video? Is the recipient taking part willingly, or is the follower aiming it at an uninvolved third party who never agreed?
2. How could the recording be represented? Could it read as a genuine endorsement, a professional opinion, a threat, or a real relationship? The FTC's Endorsement Guides, 16 CFR Part 255, effective July 26, 2023, define an endorsement to include a message consumers are likely to believe reflects the opinions or experiences of a party other than the sponsoring advertiser (Federal Register).
3. Would you be comfortable if the video became public? A privately delivered video is not a private video: Cameo's Terms of Service, last updated May 7, 2025 and effective June 7, 2025, license the buyer to use a delivered video "for personal, non-commercial, and non-promotional purposes," expressly including on social media platforms and at events of up to 1,000 people (Cameo Terms of Service).

When should you decline and refund a request?

Decline the moment a request crosses your safety, content, identity, or reputational line — before you record, not after. On Brillay, declining and refunding is the built-in outcome for a request you do not want, and the creator, not the platform, initiates that refund. Do it promptly and say little.

For scale comparison, Cameo's Terms of Service, effective June 7, 2025, give a talent user "sole discretion to determine how to fulfill your request" and up to seven days to fulfil or decline a standard booking — creator discretion is the industry norm, not a Brillay quirk.

Use this process:

1. Do not record a request merely to avoid conflict. Followers pay upfront; you review each request before deciding whether to record it.
2. Use the decline-and-refund option. Act promptly rather than leaving the request sitting unanswered.
3. Send one short, neutral message. State that the request is outside what you record and confirm the refund is on its way.
4. Do not negotiate a prohibited request. A softened version of a request that crosses your line usually creates the same problem.
5. Move on. One inappropriate request does not change how you treat the next follower.

Ready-to-use responses include:

• "This isn't something I make videos for, so I'm refunding the request now. No hard feelings."
• "I keep shoutouts positive and focused on the person receiving them, so I can't do this one. I'm refunding you."
• "That's outside what I record custom videos for. You'll see the refund shortly."
• "I'm not able to accept this request, so I've declined and refunded it."

These communicate the decision without disclosing personal details or inviting an argument. Refund timing is not instant: Brillay's Purchases, Support & Refunds policy version 1.0, effective July 25, 2026, states that "Refund timing is controlled by Stripe, the customer's bank, and the payment method" and that a refund may take several business days to appear after Stripe confirms it. Say "shortly," not "immediately."

How should you write boundaries into your offer?

Put a two-line boundary statement in your offer description and request instructions: one line naming the occasions you record, one naming your exclusions. Followers read it before paying, which prevents most bad requests. It cannot prevent all of them, so review every request before recording.

Examples include:

• "I record positive shoutouts for birthdays, congratulations, and pep talks. I don't do roasts or messages meant to humiliate someone."
• "Personal, upbeat messages only — no impersonation, product endorsements, threats, or professional advice."
• "Please include the recipient's name, pronunciation, occasion, and two or three details I can mention. Keep requests positive and appropriate for a general audience."
• "Consensual 'roast me' requests are fine, but I won't insult an uninvolved third party."

For Personalized Videos, you set the price and the delivery time, and your offer description states what you record. No monthly fee, you only pay a small platform fee when you get paid. 8% platform fee when a follower pays for work, 5% platform fee on tips and goals. Card processing is separate (pricing). For field-specific guidance and more examples, see how to write instructions for shoutout requests.

Avoid an exhaustive prohibition list that gives more space to what you refuse than to what you sell. Lead with accepted occasions and formats, then add one concise sentence covering your main exclusions.

How are boundary violations different from requests that need a fix?

Personalized Videos include one video delivery. The test is who erred. An honest production error is yours to redo. A request that crosses your line is never recorded, regardless of how politely it was worded or how much was paid.

Brillay's Purchases, Support & Refunds policy version 1.0, effective July 25, 2026, states in section 3 that personalized products and services "are created for a specific customer and are generally final once delivered," and that subjective dissatisfaction, a change of mind, or differences in personal taste "do not automatically entitle a customer to a refund". The same section lists the issues that do warrant contacting the creator: an incorrect recipient or name, an unusable file, missing agreed content, or a delivery that materially differs from the creator's stated offer.

For help deciding how many redo rounds are reasonable and what counts as your mistake versus a new request, read how to handle revisions for personalized videos.

What is the short version?

Treat paid endorsement requests as advertising, treat delivered videos as potentially public, keep refusals to one neutral sentence, and fix your own recording errors under your revision terms instead of refusing them.

Frequently asked questions

Do I have to make the video if a follower has already paid?

No. Declining a request closes the order and returns the follower's payment — you decide what you take on. Creator discretion is standard in this category: Cameo's Terms of Service, effective June 7, 2025, give a talent user "sole discretion to determine how to fulfill your request" and up to seven days to fulfil or decline a standard booking.

How do I refuse a custom video request without causing a fight?

Decline the request and send one neutral sentence, such as: "That's outside what I record custom videos for, so I've declined the request and the refund is on its way." Keep your response brief, neutral, and final. Say the refund is coming rather than promising a time, because Brillay's Purchases, Support & Refunds policy version 1.0, effective July 25, 2026, states that "Refund timing is controlled by Stripe, the customer's bank, and the payment method".

What should I do with an explicit or clearly inappropriate request?

Do not record it or attempt a watered-down version — decline and refund it promptly. Cameo's Community Guidelines, last updated August 1, 2024, state that "Sexualizing minors is strictly prohibited" and that "Nudity on Cameo is prohibited". Suspected child sexual exploitation can be reported to the National Center for Missing & Exploited Children at report.cybertip.org or 1-800-843-5678 (NCMEC CyberTipline).

Can I accept a request to endorse a product?

Only as disclosed advertising, and many creators simply decline. The FTC's Endorsement Guides, 16 CFR Part 255, effective July 26, 2023, require full disclosure of a connection between endorser and seller that "might materially affect the weight or credibility of the endorsement" (Federal Register). On July 24, 2024, the New York Attorney General announced a 30-state settlement requiring Cameo to pay $100,000 in penalties over personalized videos not properly disclosed as paid endorsements.

How can I prevent unsuitable requests?

State accepted occasions and key exclusions in your offer description and request instructions — for example: "Positive, personal messages only — no third-party roasts, impersonation, product endorsements, or professional advice." On each offer, you set the price, delivery time, and instructions. Clear instructions reduce misunderstandings but do not screen submissions, so review every request before recording. See how to write instructions for shoutout requests.

Ready to set this up on your own page? Create your free Brillay page and turn on Personalized Videos — you control the price, delivery time, and offer description. See the full rundown on the Personalized Videos page.