Support

Email hello@splootprint.com and a real person answers — the same person who wrote the app. We aim to reply within one business day.

To help us sort it out faster, tell us the email on your account, what you were doing, and what happened instead. A screenshot always helps.

Portraits

My portrait doesn't look like my pet

Likeness depends heavily on the source photo. Good ones are well lit, taken at your pet's eye level, with the face unobstructed and filling a decent part of the frame. Dark photos, heavy shadows, extreme angles, and busy backgrounds all make it harder. Try a different photo before anything else — it usually fixes it.

Generation failed or got stuck

If a generation fails, your credit is returned automatically and the app tells you so. If you were charged a credit and did not get a portrait, email us and we will put it back.

A style was rejected or looks wrong

Some styles are stricter than others about what they will render. If a style keeps failing on a photo that works elsewhere, tell us which style and we will look at it.

Credits and Subscriptions

How credits work

Each portrait generation uses one credit. Credits come from your subscription or from a credit pack. Subscription credits refresh on your billing cycle; credit packs do not expire.

Managing or cancelling a subscription

Subscriptions are billed by Apple or Google, not by us, so they are managed in your store account:

• iPhone or iPad: Settings → tap your name → Subscriptions → SplootPrint
• Android: Google Play → profile icon → Payments & subscriptions → Subscriptions

Cancelling stops future renewals. You keep access until the end of the period you already paid for.

Refunds

Refunds for subscriptions and credit packs are handled by Apple or Google under their policies — we cannot issue them ourselves. On iOS, use reportaproblem.apple.com. On Android, request a refund through Google Play. If something went wrong on our end, email us anyway and we will help you make the case.

Print Orders

Where is my print?

Prints are produced and shipped by our print partner. You will get tracking by email once it ships. Production plus shipping usually takes a bit over a week, longer during holidays or for international orders.

My print arrived damaged or wrong

Email us with your order number and a photo of what arrived. Damaged, defective, and misprinted items get replaced. Because each print is made to order with your pet on it, we cannot resell returns, so we do not accept change-of-mind returns — but if something is wrong with the item itself, we will make it right.

Account

Deleting your account

In the app: Settings → Account → Delete Account. You can also email hello@splootprint.com and we will do it for you. See delete your account for the full details of what is removed.

Deletion permanently removes your profile, your pets, your generated portraits, and every photo you uploaded. Print order records are kept in anonymized form, with your identity removed, because tax and business record-keeping law requires it.

Signing in

If you signed up with Apple and cannot get back in, make sure you are using the same Apple ID. If you used email and forgot the password, use the reset link on the sign in screen. Still stuck? Email us and we will sort it out.

Marketing emails

Turn them off in Settings → Notifications, or use the unsubscribe link at the bottom of any marketing email. This does not affect transactional email like order confirmations.

Privacy and Your Data

What we collect and why is set out in our Privacy Policy. The short version: your photos are used to make your portraits, we do not sell or share your personal information, and you can delete everything from inside the app. If you are in the EEA, the UK, or California, that page also explains the specific rights you have and how to use them.

Still stuck?

Email hello@splootprint.com. There is no ticket queue and no phone tree — just us.