Support Policy
Last updated: 15 September 2026
This policy explains how to get help with Shotward, what to expect when you contact us, and how to report security vulnerabilities or abuse.
Support channels
Email support@shotward.com for help with your account, generations, billing or anything else. Please write from the email address on your account and include your workspace name and, where relevant, the project name and a description or screenshot of the issue. Never send passwords or full card details.
You can also reach us through the contact form, and answers to common questions are in our FAQs. For privacy and data requests, email privacy@shotward.com.
Support is provided in English during [SUPPORT HOURS, e.g. Monday to Friday, 9:00 to 17:00 UK time, excluding UK public holidays].
Response targets
| Request | First response target |
|---|---|
| General and account questions | [RESPONSE TARGET, e.g. 2 business days] |
| Billing and refund requests | [RESPONSE TARGET, e.g. 2 business days] |
| Service unavailable or generations failing for everyone in a workspace | [RESPONSE TARGET, e.g. 1 business day] |
| Security vulnerabilities and abuse reports | [RESPONSE TARGET, e.g. 1 business day] |
| Privacy and data rights requests | Within one month, as required by law |
Response targets are goals, not guarantees of resolution time. Paid and Enterprise plans may include additional support commitments in their plan details or agreement.
Generation problems
If a generation fails, its credits are returned automatically. For completed images that need attention, use the photo issue or retouch options in the project, where your plan includes them. AI outputs can vary, and a result that does not match your creative preference is not in itself a fault; see our AI Output & Content Policy.
Reporting security vulnerabilities
If you believe you have found a security vulnerability, email support@shotward.com with the subject “Security report”. Include a description, the steps to reproduce it and the potential impact.
When investigating, please:
- only test against your own account and workspace, and do not access, change or delete other users’ data;
- avoid actions that degrade the service, such as denial-of-service testing, spam or automated high-volume scanning;
- do not use social engineering or physical attacks; and
- give us reasonable time to fix the issue before disclosing it publicly.
We will acknowledge your report, keep you informed of progress, and will not pursue legal action against good-faith research that follows these guidelines.
Reporting abuse or infringing content
To report content or behaviour that breaches our Acceptable Use Policy, content that infringes your rights, or images used without consent, email support@shotward.com with the subject “Abuse report”. Include what you are reporting, where it appears and your contact details. If someone is in immediate danger, contact the emergency services first.
Complaints
If you are not satisfied with how we handled a request, reply to our response or email support@shotward.com with the subject “Complaint”, and we will review it. Your legal rights, including the right to complain to the Information Commissioner’s Office about data protection matters, are not affected.