Email only · no phone line · no live chat
Contact PortraitLab — Support, Billing, Privacy and DMCA
By PortraitLab Editorial TeamLast updated: Editorial standards
PortraitLab is an online-only service run by a small team, so the only contact channels are email. There is no phone line, no live chat and no walk-in address — please do not send physical mail. Each channel below goes to an inbox the team actually reads.
For anything about a specific order, include the order ID from your receipt: it is the difference between a one-email fix and a round of back-and-forth.
Channels
Who to email, and how fast
| What it is for | Typical response | Include | |
|---|---|---|---|
| Order support & redos | support@headshotsnap.com | Within 1 business day | Missing downloads, failed generation, redo requests, licence questions. Include the order ID from your receipt. |
| Billing & invoices | billing@headshotsnap.com | Within 2 business days | Receipts, refunds, team invoices with a purchase order, tax ID or billing-address changes. |
| Privacy & data deletion | privacy@headshotsnap.com | Within 30 days, usually much sooner | Access, deletion or export of your order data, earlier deletion of uploaded photos, or a GDPR/UK-GDPR request. |
| Copyright / DMCA | dmca@headshotsnap.com | Within 2 business days | Takedown notices and counter-notices. Include the URL, the work at issue and your contact details. |
| Legal & abuse | legal@headshotsnap.com | Within 2 business days | Impersonation, non-consensual imagery, prohibited uploads, law-enforcement requests and terms questions. |
| Editorial corrections | editorial@headshotsnap.com | Within 5 business days | Factual corrections, outdated pricing or model information, broken links. Include the page URL. |
| Press & partnerships | press@headshotsnap.com | Within 3 business days | Press enquiries, integrations and team/volume partnerships. |
Response times are business-day estimates for the small team that runs this service, not a contractual SLA. Example.com addresses are placeholders in this build and will be replaced with the production domain before launch.
Requests
How to ask for a redo, a refund or a deletion
Three requests cover almost every support email. Each has a fixed process.
Redo
Reply to your delivery email within 48 hours and describe what missed — likeness, styling, backdrop or crop — and include the order ID. We regenerate the full set with adjusted identity guidance. One redo per paid order, no charge. The terms are on the refund and redo page.
Refund
If the redo still does not produce a usable set, the refund window and conditions apply; email the support inbox with the order ID and a one-line reason. Approved refunds are issued by the merchant of record, which confirms by email. Billing-specific questions go to the billing inbox.
Deletion and data requests
Email the privacy inbox from the address you ordered with. Uploaded photos and generated files are normally deleted 30 days after delivery; earlier deletion is processed on request. If you are in the EEA or UK and want to exercise access, portability or objection rights, say so in the email and we will follow the statutory process. What we collect and which processors see it is documented on the privacy page.
Abuse
Reporting impersonation or prohibited content
Using someone else's photos, or generating images of a public figure or a minor, is prohibited by our terms. If you believe that has happened, tell us and we will act.
Email the legal inbox with the URLs involved, a short description of the problem and how we can verify it. Reports of non-consensual or impersonating imagery are prioritised over other queues. We may suspend an order, delete generated files and refuse future service while an investigation is open — and we will report unlawful content where the law requires it.
For copyright complaints, use the DMCA inbox and include the elements a notice needs: identification of the work, the URL of the material, your contact details and a good-faith statement. Related reading: terms of service, refund policy.
Teams
Team and volume orders
Team orders of ten or more people are quoted and invoiced separately.
If you need one style guide across a whole team, a single invoice with net-30 terms and a purchase order reference, email the billing inbox with the headcount and the style you want. The team headshots page covers what a rollout looks like. We do not publish a self-serve team checkout, so an email is the fastest path.
Are you looking for the editor behind a page rather than support? The editorial team page has the byline, coverage list and correction log, and the about page explains how we work.