Last updated: September 22, 2026
Customer care
We aim to acknowledge complete support requests within 2 business days. This is an acknowledgment target, not a guaranteed resolution time.
Tell us what happened and include your account email. If your question is about an order, include its order ID. We can help with portrait review, downloads, saved original photos, account access, privacy, and order or billing questions.
Never email a full card number, card security code, password, passport, identity document, or tax ID.
Getting help with an order
Use a subject such as Portrait delivery, Payment or refund, Account access, or Privacy request so we can understand the issue quickly. Include the creation or transaction ID, what you expected, and what you see instead. A screenshot is optional; remove private or payment information first.
Check My Creations for a portrait's existing status before starting another generation. If you have paid but the balance has not updated, contact us with the payment confirmation rather than paying again. We can investigate delivery and billing without your card details.
Email is our current customer-care channel. This is not a live-chat or 24-hour instant-response service. The 2-business-day acknowledgment target does not mean that every delivery, privacy, or refund issue will be resolved in that time.
Finding the right answer
- Your portrait or download: the Digital Delivery Policy explains private review, delivery, and file access.
- A saved photo or privacy request: the Privacy Policy explains optional original-photo retention and deletion. You can also contact us directly to make a privacy request.
- An order or remedy: see the Refund and Cancellation Policy. Where available, a private delivery page also provides a remake or refund review option. Portraits and Story Films have separate terms.
Service information
PawCinema provides PawCinema's digital pet-creation services and does not process payments on behalf of third-party sellers.
AI Pet Portrait creation and one-time USD credit purchases through Pancake hosted checkout are open. Story Films and direct AI Video have separate availability and terms; they are outside the current portrait release. Non-transferable credits are used only as internal product accounting in the Story Film journey.