Support
We're a small team, and every support email is read by a human who actually knows the product. Here's how to get help.
Get in touch
Email: support@contractshield.co.uk
Response times:
- Pro subscribers: within 1 business day
- Free and pay-as-you-go users: within 2 business days
Business hours: Monday–Friday, 09:00–17:30 UK time (excluding UK bank holidays).
Urgent security issues: security@contractshield.co.uk — see our Security page for responsible disclosure.
What to include in a support request
To help us resolve your issue faster, please include where relevant:
- the email address on your ContractShield account;
- a short description of what you were trying to do;
- what actually happened (screenshots are very welcome);
- the date and time of the issue;
- the browser and device you were using;
- for contract review issues, the name of the review or the review ID (found in your dashboard).
Please do not include sensitive data in support emails. If we need to look at a specific contract, we'll guide you to share it through the Service rather than over email.
Common questions
Do you keep my uploaded contracts?
No. Once a review is complete, the original uploaded contract is deleted. What we keep is the review output (the analysis, risks, and summary) so you can access it from your dashboard. If you want to re-review a contract later, you'll need to upload it again — so keep your own copy.
How do I delete a review output?
From your dashboard, open the review and click "Delete". Deletion from active systems happens within 24 hours and from backups within 90 days.
What's included in the free trial?
New users get one free contract review on signing up with a business email. After that, you can either pay £3 per review as you go, or subscribe to the Pro plan at £29/month.
Is there a limit on how many contracts I can review on Pro?
Pro is subject to a fair use limit of 100 reviews per calendar month. This is set well above what most businesses need. If your usage gets close to the limit, we'll be in touch to make sure the plan is still the right fit.
How do I cancel my Pro subscription?
From your dashboard, go to Billing → Cancel subscription. Your access continues until the end of your current billing period. No cancellation fees.
Can I get a refund?
See Section 6 of our Terms of Service. In short: B2B subscriptions and pay-as-you-go credits are non-refundable except where legally required or where we have materially failed to provide the Service. If you think that applies to you, email us and we'll look at it.
Is the review legal advice?
No. ContractShield is a tool to help you spot risks and know what to ask about — it is not a substitute for a qualified solicitor. See Section 8 of our Terms of Service.
Where is my data stored?
Review outputs are stored in London (DigitalOcean). We do not retain the original uploaded contracts after processing. Contract content is transmitted to Anthropic PBC in the United States via the Claude API for analysis, under appropriate UK data-transfer safeguards and commercial terms that prohibit training on your data. Full details in our Privacy Policy and DPA.
I'm a data protection officer / procurement lead — do you have a DPA I can sign?
Yes. Our standard DPA is incorporated into our Terms and applies automatically. If your organisation requires a countersigned copy, email privacy@contractshield.co.uk and we'll arrange it.
Do you support single sign-on (SSO)?
Not currently. SSO (Google, Microsoft) is on our roadmap. If it's a requirement for your organisation, email support@contractshield.co.uk and we can discuss timelines.
How do I get an invoice for my payments?
Invoices are available in your dashboard under Billing → Invoices. If you need a bespoke VAT invoice or PO-referenced invoice, email support@contractshield.co.uk.
Can I see a live demo before signing up?
Your first contract review is free. If you'd prefer a guided walkthrough before using the free review, email support@contractshield.co.uk and we'll set one up.
Feedback and feature requests
We genuinely want to hear what would make ContractShield more useful. Send feature requests and feedback to support@contractshield.co.uk with the subject line "Feedback" — we read everything, even when we can't act on it immediately.
Complaints
If something has gone wrong and our normal support channels haven't resolved it, email support@contractshield.co.uk with "Complaint" in the subject line. We will acknowledge within 2 business days and aim to resolve or provide a substantive update within 10 business days.
For data protection concerns specifically, you can also contact the UK Information Commissioner's Office at https://ico.org.uk — though we'd appreciate the chance to put things right first.