1. [Home](https://svgmill.com/)
2. Support

# Support

How to reach us, what to send so we can find your conversion, and what to expect back.

## How to reach us

- **Help, credits, refunds, abuse reports and appeals:** [support@svgmill.com](mailto:support@svgmill.com)
- **General, legal and privacy requests:** [contact@svgmill.com](mailto:contact@svgmill.com)

SVGMill is operated by SVG Mill, Ottawa, Ontario, Canada. We aim to reply within two business days.

## What to include

A few details let us find the conversion without asking you for them again:

- **The conversion token**, if you have one. It is in the preview link and in the API response.
- **The prefix of your API key**, if you used the API. Send the prefix shown on your account page, never the whole key.
- **The time** of the conversion and your time zone, and the email address on your account.
- **What you expected and what happened.** For a failed request, the error code and message from the response.

Do not attach images you don't want us to see. If an image is needed to reproduce a problem, we will ask for it.

## Before you write

The [error table](https://svgmill.com/docs/#errors) in the API docs explains each error code and what to do about it, and the [rate limits](https://svgmill.com/docs/#limits) section lists what is allowed per hour and per key. A request that ends in an error uses no credit.

## Credits and refunds

If credits are missing, a conversion was charged twice or a payment looks wrong, write to support@svgmill.com with the email address on your account and the invoice or token. Under our [Terms of Service](https://svgmill.com/terms/), payments are non-refundable except where the law requires otherwise, and if a payment is refunded or disputed, the remaining credits from that purchase are removed. We will check the records and tell you what we find.

## Abuse reports and appeals

To report content or use that breaks our [Acceptable Use Policy](https://svgmill.com/acceptable-use/), email support@svgmill.com with any token or link that helps us find it. If we removed content, revoked a key or closed an account and you think we got it wrong, write to the same address with your account email and we will review the decision.

## Privacy requests

To ask for a copy of your data, a correction or a deletion, email [contact@svgmill.com](mailto:contact@svgmill.com). What we hold and how long we keep it is in the [Privacy Policy](https://svgmill.com/privacy/).

---
Source: https://svgmill.com/support/