1. What you can get back
The unused part of your account's balance. The balance is in US dollars and never expires, so there is no deadline for asking. Whether we refund, and how much, follows the conditions in this policy.
2. How a refund works
- You ask our support team. Tell us you want your remaining balance back, using the contact details on this page.
- The refund is made by Nakar Group. Nakar Group, which provides our payment services, sends the money back and issues a credit invoice.
- Newest payments first. We match your remaining balance to your payments, starting with the most recent, and make one refund for each payment.
- Back to the original card, VAT included. Each refund goes to the card that payment was made with, and returns the VAT you paid on that part too.
For example, a balance of $50.00 left from three top-ups (18% VAT on top):
| Payment | Balance refunded | VAT you paid | Back to your card |
|---|---|---|---|
| 12 Sep 2026 (newest) | $20.00 | $3.60 | $23.60 |
| 30 Aug 2026 | $25.00 | $4.50 | $29.50 |
| 18 Aug 2026 | $5.00 | $0.90 | $5.90 |
| Total | $50.00 | $9.00 | $59.00 |
3. What happens to your balance
- Your balance goes down as soon as we issue the refund, so the same money can never be spent or refunded twice.
- We email you when the refund is processed. Until then the Billing page shows the refund as requested. If a refund is not approved, that amount comes back to your balance, and the Billing page tells you which payment it was.
- The money usually reaches your card within a few business days after the refund is processed, depending on your bank.
4. Your legal right to cancel as a consumer
EU and UK. If you buy as a consumer, you may have the right to cancel a purchase within 14 days without giving a reason. If you ask us to start providing the service within those 14 days and it has been fully provided, that right may end; if it has been partly used, the refund may be reduced for what was used.
Israel. If you are a consumer in Israel, Israeli consumer protection law may give you the right to cancel a purchase made at a distance within 14 days and get your money back, by telling us in writing (email is enough). If you are a person with a disability, a senior citizen (65+) or a new immigrant, this period is 4 months. The refund is paid within 14 days of your cancellation notice, and any cancellation fee may not be more than 5% of the price or NIS 100, whichever is lower. Nothing in this policy takes that right away.
In every case, your remaining balance can still be refunded as described above.
5. How to ask for a refund
Write to our support team at support@satorio.ai, +972-52-966-3062, and tell us you want your remaining balance refunded. We take it from there.