Conscription Support Policy
1. How to reach us
Email support@conscription.co.uk, or use the form on our contact page. There is no phone line and no chat queue — email reaches the person who can actually fix the problem.
It helps enormously if you include:
- your store's
.myshopify.comaddress; - what you were trying to do, and what happened instead;
- a screenshot, if there is something on screen;
- the subscription or customer involved, if it is about one in particular.
2. Hours and response times
Support hours are Monday to Friday, 9am–5pm UK time, excluding England & Wales bank holidays. Messages sent outside those hours are picked up the next business day.
Response times below are the time to a first human reply from a real person, not an automated acknowledgement. Time to a fix depends on the problem, and we will tell you what we know rather than go quiet.
3. What each plan includes
| Plan | Support | First reply |
|---|---|---|
| Free | Documentation and in-app guides | Best effort |
| Starter | Documentation, in-app guides, and email | Best effort |
| Growth | Email support | Within 1 business day |
| Pro | Email support, plus help getting set up | Within 1 business day |
| Scale, Plus, Enterprise | As agreed with you in writing | As agreed |
"Best effort" means we read every message and answer as many as we can, but we do not commit to a time. Every plan, paid or not, gets the full documentation and the step-by-step guides built into the app.
Two things are never gated behind a plan, whatever tier you are on: a problem where a customer has been charged incorrectly, and a data protection request. Both are handled as quickly as we can regardless of what you pay.
4. What support covers
We can help with:
- setting up subscription plans, bundles, and the storefront selector;
- anything Conscription is doing that looks wrong;
- renewals, failed payments, and subscriptions behaving unexpectedly;
- billing and plan questions about Conscription itself;
- exporting your data, uninstalling, and data deletion requests.
We can't help with:
- writing or debugging your theme, or customising it beyond placing our app block;
- problems inside Shopify itself, or in other apps — though we will happily tell you when we think that's where the problem is;
- your store's tax, legal, or accounting obligations;
- marketing, merchandising or pricing advice for your store.
5. Something urgent
If subscribers are being charged incorrectly, or renewals have stopped, email us with "URGENT" at the start of the subject line and tell us what you are seeing. We treat anything touching real money ahead of everything else, on any plan.
If you need to stop charges immediately while we look, you can pause the affected subscriptions yourself from the Customers area of the app — that takes effect at once and does not wait on us.
6. If the service is down
We do not yet publish a status page. Until we do, email support@conscription.co.uk and we will tell you what we know, what we are doing, and when we expect it back. If an incident affected your subscriptions or renewals, we will tell you that too, without waiting to be asked.
7. What this is not
This is a support policy, not a service-level agreement. Conscription does not currently offer a contractual uptime guarantee, service credits, or 24/7 cover, and we would rather say so than imply otherwise. We are a small UK company and the response times above are commitments we can actually keep.
If your business needs a contractual SLA, tell us before you buy and we will give you a straight answer about whether we can offer one yet. See also what we don't have yet on the security page.
8. Contact
support@conscription.co.uk — setup help, billing questions, subscription problems, uninstall questions, and data deletion requests. See also our Terms of Service, Privacy Policy and Security Overview.
Arched Group Ltd is a company registered in England & Wales, company number 17408589. Registered office: Harrison House, Sheep Walk, Langford Road, Biggleswade, SG18 9RB.