Who handles your payment
Sotto is operated by Samijoe El Hayek, an individual based in Lebanon. Credit packs are sold by Paddle.com Market Ltd, our reseller and merchant of record, so refunds go back through Paddle to the card or account you paid with.
Credit packs
- 7 days. You can ask for a refund within 7 days of buying a pack.
- Unused credits. We refund the part of the pack you haven’t used. Bought 300 credits for $20 and used 90? You get $14 back, and the remaining 210 credits leave your account.
- Nothing left. A pack whose credits are all used can’t be refunded.
- Once per purchase. A refunded purchase can’t be refunded again.
Things that are never charged
- Free daily credits cost nothing, so there is nothing to refund.
- If an answer fails before any of it reaches you, or Claude declines to answer, its credits come back to your account automatically. You don’t need to ask.
Other cases
- If we suspend an account, we refund its unused paid credits.
- Paid credits expire 12 months after purchase. Expired credits can’t be refunded.
- Outside these rules we look at each request individually, and may refund in part or in full.
How to ask
Email support@sottohq.app from the address you bought with, or include it. Paddle sends the refund to your original payment method; your bank usually shows it within 5 to 10 business days. You can also reach Paddle about a purchase at paddle.net.
Nothing here limits rights you have under the consumer law where you live.