SORTY COMPLAINTS POLICY

Last updated: July 11, 2026

INTRODUCTION

AETRYX LTD (“we”, “us”) always strives to provide the best possible product and support for Sorty. If something falls short of your expectations, we want to know, so we can put it right fairly and quickly.

This policy explains how to make a complaint and how we handle it.

MAKING A COMPLAINT

You can submit a complaint by emailing us at support@sorty.dev.

To help us resolve your complaint as quickly as possible, please include:

Your full name and the email address associated with your Sorty account.
A description of your complaint, as clear and detailed as possible.
If relevant, your subscription/billing reference (visible in Settings → Subscription).
Any screenshots or documentation that help explain the issue.

WHAT HAPPENS WHEN YOU SUBMIT A COMPLAINT

Stage 1: Acknowledgement We will acknowledge receipt of your complaint by email within 5 working days.

Stage 2: Investigation We will investigate the circumstances of your complaint. If we need more information from you, we will ask. Investigations usually take up to 14 days; complex complaints (e.g. involving a third-party provider such as Stripe or Anthropic) may take longer, and we will let you know if that is the case.

Stage 3: Response Once we’ve completed our investigation, we will email you with our response. If your complaint is upheld, we will propose a resolution, which may include a full or partial refund, plan credit, or a fix to the issue you raised. If we do not uphold your complaint, we will explain why.

IF YOU ARE UNSATISFIED WITH OUR RESPONSE

Most complaints are resolved at the response stage. If you remain unsatisfied, you can escalate to support@sorty.dev with “Escalation” in the subject line, and a member of our team not involved in the original response will review it.

USEFUL INFORMATION

For general consumer rights information, Citizens Advice (https://www.citizensadvice.org.uk/) may be helpful. For complaints specifically about how we handle your personal data, see our Privacy Policy for how to contact the Information Commissioner’s Office.