Our refund policy
Understanding your rights regarding refunds for services purchased from SORTED AI. We believe in fairness and transparency, ensuring you know exactly where you stand. Last updated 16 August 2026.
Your right to a refund
SORTED AI is operated by Keith Hadley, a sole trader, trading as SORTED AI, 3 Greatfield Road, Plymouth, PL3 6QQ. The founding offer for a SORTED Case costs £9.99 for one UK consumer dispute, lasting up to 90 days or 40 AI messages, whichever happens first, and is limited to the first 100 cases. The planned standard price is £19.99. You keep all your statutory rights. We do not use a blanket “no-refund” rule. If access was not supplied, the service is faulty, or it is materially not as described, contact hello@mysortedai.co.uk. We will investigate and provide the remedy required by law. You may also have a 14-day cancellation right. If you expressly request immediate performance at checkout and then cancel after the service begins, a proportionate charge may apply where legally permitted. Duplicate payments, technical failures and non-delivery are handled fairly. A refund is not promised simply because the underlying company rejects a complaint or you do not achieve your preferred outcome.
When you might get your money back
There are several situations where you might be entitled to a refund. These include if a payment was taken twice, if paid access was never supplied, if a serious technical fault prevents you from using the service and cannot be fixed within a reasonable timeframe, or if the service is materially different from the description provided before purchase. It's important to understand that you are not automatically entitled to a refund simply because you changed your mind after asking us to start immediately, have used a substantial part of the service, do not like an AI draft, or do not win your separate dispute. Every refund request is considered fairly, and your statutory rights always apply.
How to request a refund
If you need to request a refund, the easiest way to do so is by emailing hello@mysortedai.co.uk. Please include the purchaser's name, your order reference, the date of payment, a short explanation of your request, and the remedy you are seeking. For your security, please do not send passwords, full card or bank details, or unnecessary identity documents. We aim to acknowledge your request within 5 working days and provide a substantive response within 14 working days where practicable.
What happens after you request a refund?
Once you've submitted your refund request, we aim to acknowledge it within 5 working days and provide a substantive decision within 14 working days where practicable. If a refund is agreed, it will normally be returned to the original payment method. Please note that banking times may vary, and we will explain any potential delays to you. Our goal is to ensure a smooth and transparent process for all our customers.