Refund Policy
1. Merchant of Record
DIGITAL HELPER purchases are processed by Paddle.com as Suttertek's Merchant of Record. Refunds for Paddle-processed transactions are handled through the Paddle transaction process rather than by sending money directly from Suttertek to the buyer.
2. Mandatory Rights
Nothing in this policy is intended to reduce or remove any non-waivable refund, cancellation, withdrawal, or consumer protection rights that apply under the law governing a buyer's transaction.
Paddle's applicable buyer terms and refund policy also apply to Paddle-processed transactions.
3. Suttertek Refund Approach
Suttertek does not offer a separate fixed money-back guarantee beyond Paddle's applicable rules and any mandatory consumer rights described above. Goodwill refund situations outside those rules may still be considered on a case-by-case basis through the Paddle process.
4. Refund Requests
Buyers should use the refund and buyer support process provided for Paddle transactions. Suttertek product support may assist with product-related questions at support@suttertek.com.
If Suttertek agrees that a Paddle transaction should be refunded, the refund is initiated through Paddle rather than paid directly to the buyer.
5. Full and Partial Refunds
Paddle supports full and partial refunds. Whether a refund is appropriate depends on this policy, Paddle's applicable policies and discretion, the facts of the transaction, and any mandatory legal rights.
6. Access After Refund, Cancellation, or Dispute
Full refund. DIGITAL HELPER access ends, and the personalized DIGITAL HELPER configuration enters the 30-day retention period described in the Privacy Policy before it is deleted.
Partial refund. DIGITAL HELPER access remains active unless another event described in this policy independently changes it.
Cancellation. Access continues through the already-paid subscription period. Access ends only after that period, if the subscription has not been reactivated or renewed.
Unresolved chargeback or payment dispute. DIGITAL HELPER access is temporarily suspended while the dispute is unresolved, and the personalized configuration is preserved rather than deleted during that time.
Payment reversal resolved against Suttertek. Access remains ended, and the 30-day configuration retention period described in the Privacy Policy applies.
Failed renewal payment. Access remains available through the renewal day. If payment is still unsuccessful the following day, access is suspended. If payment is successfully collected during the retention window that follows, the existing DIGITAL HELPER is restored.
7. Chargebacks and Disputes
Buyers who have a billing or product issue are encouraged to use the available Paddle buyer support or refund process before initiating a chargeback when appropriate.
Chargebacks are handled through the Merchant of Record and payment networks. A chargeback or suspected payment fraud may affect access to the purchased service as described in Section 6 above.
8. How to Request Help
Product questions: support@suttertek.com
Payment, receipt, cancellation, and refund requests for Paddle-processed purchases should use Paddle's buyer support process.
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