Contact support
For merchant support, email support@scenepact.com. For privacy and data-rights requests, email privacy@scenepact.com.
We target an initial response within two business days. ScenePact business days are Sunday through Thursday, excluding official Saudi public holidays. This is a response target, not a resolution guarantee; complex technical, privacy, and Shopify billing investigations can take longer.
What to include
- Your Shopify shop domain, such as your-store.myshopify.com.
- The ScenePact job ID, if the issue concerns a generation.
- The step you were on and the exact message or reference shown.
- Whether the issue concerns eligibility, generation, preview, download, publication, retention, billing status, cancellation, or a refund.
Do not email passwords, access tokens, API keys, payment-card details, customer data, or other sensitive information. ScenePact does not need those items to investigate a support request.
Before contacting us
- Confirm that you are opening ScenePact from the correct Shopify store.
- Check the eligibility reasons shown beside the selected product media.
- For a job, wait for its current state to finish before starting another attempt.
- Only download or publish media after ScenePact shows an approved preview and you have reviewed it.
Billing help
Production access depends on the subscription status reconciled from Shopify. The ScenePact founding-v1 plan is $19 USD every 30 days and includes 200 successful provider-backed AI generations per billing period. ScenePact Pro is $39 USD every 30 days and includes 500 successful provider-backed AI generations per billing period. Both offer a 7-day free trial for eligible first subscriptions, with no overage. Failed, provider-error, moderated, and safety-rejected outcomes do not count; curated templates, solid backgrounds, downloads, and Shopify publishing are unlimited while entitled. Test charges do not enable production use. Include your shop domain and the billing status displayed in ScenePact, but do not send payment details. Shopify manages charge approval and collection.
Founding is limited to 100 Founding reservations and enrollments. Pro enrollment is uncapped and does not reserve or consume Founding slots. Switch between Founding and Pro from Billing without support or reinstall, subject to Founding availability and Shopify approval. Your current plan stays available while approval is pending. Changing plans does not restart the free trial. Shopify shows the charge and any credit before approval.
Refund and cancellation help
You can cancel through Shopify using the controls Shopify makes available, including uninstalling the app. For a refund review, email the support address with “Refund request” in the subject and include the shop domain, charge period, relevant job ID, and failure details.
Refund requests are handled manually and case-by-case for a verified technical failure attributable to ScenePact. There is no refund for successfully consumed AI usage. The refund and cancellation policy is always subject to mandatory law and Shopify rules, including non-waivable consumer rights. Any approved refund is processed only through Shopify, the original payment processor for the app charge. ScenePact does not offer off-platform refunds or store credit. See the Terms of Service for full wording.
Privacy and deletion help
For a privacy request, email privacy@scenepact.com and put “Privacy request” in the subject. Shopify also sends mandatory privacy webhooks to the app. ScenePact requests the write_products scope and does not request customer or order data scopes. See the Privacy Policy for data practices and the 7-, 30-, or 90-day product-media retention choices.
Service status
ScenePact may stop or reject unsupported jobs rather than expose an output that has not passed its required gates. If the app reports an unavailable, failed, timed-out, cancelled, or unknown state, download and publish controls should remain unavailable; include the job ID when reporting that behavior.