Support

1. How to reach us

Email hello@sommly.app. That is the whole support channel. There is no phone line, no chat widget and no ticket portal, and we would rather tell you that than hide behind a form that nobody answers.

You will get a faster and better answer if you include:

• the email address on your account, if the question is about your account;
• the app version, from Settings, then General, then iPhone Storage, then Sommly;
• what you did, what you expected, and what happened instead;
• a screenshot, when the problem is something you can see.

If you write about your own data, please write from the address on your account. That is how we confirm it is really you before we act on a request.

Postal address: Ashwood Data LLC, 11420 Santa Monica Blvd, Unit 252091, Los Angeles, CA 90025.

2. What Sommly does

Sommly is an AI wine sommelier for your phone. You take the taste quiz once, and from then on:

• Scan a wine list at a restaurant and see which bottles suit your taste, with one plain reason each.
• Scan a bottle label to get the same read on a single wine.
• Chat with the AI sommelier about what to order, what to open, or a bottle you tried before.
• Keep a journal of what you drank, where, and what you thought of it, and watch your Wine Passport fill in as you try new regions.

Sommly does not sell alcohol, take orders, process a bar tab, or deliver anything. It reads the list, recommends, and keeps your journal.

3. Scanning a wine list or a label

Tap the Scan button in the center of the tab bar, point the camera at the list or the label, and take the shot. A wine list opens on the recommendations; a single label opens on one card for that bottle.

If the camera will not work

You can choose an existing photo instead. On the scan screen, tap the photo library icon and pick a photograph you already took. You can pick several at once, and they are read as consecutive pages of one scan. A chosen photo runs through exactly the same reading as a live capture, so nothing about the result is second class. This is the path to use if you declined the camera permission, if you are on a device without a usable camera, or if a friend sent you a picture of the list.

If you want to grant the camera permission after declining it, iOS keeps that switch in Settings, under Sommly.

If a scan comes back thin or wrong

• Frame the shot on the list. A photo of a restaurant list can catch a neighbouring table or a person in the edge of the frame, and a tighter shot both reads better and captures less.
• More light, less angle. Candlelight and a steep angle are what defeat a menu read, not the wine names themselves.
• Scan a long list in pages. A folded list is easier to read in parts than crammed into one frame.
• Check the prices against the printed list. The app shows the price as it read it off the menu, and a misread digit is possible. Your server is the authority on what a bottle costs.

Before your first scan, the app explains that the photo goes to an AI service to be read, with the details one tap away, and asks you to agree. Declining is a real button. The Privacy Policy, section 5 sets out exactly what happens to the image.

4. The sommelier is an AI, and it can be wrong

Every recommendation, tasting note, price reading and bottle identification in Sommly is generated by an AI model. It is informational. It can be inaccurate or incomplete, and it is not professional advice of any kind.

In practice that means: confirm a price with your server before you order, treat a vintage or a producer detail as a starting point rather than a fact, and take any health question to a doctor rather than to a wine app.

The sommelier is presented as an AI throughout the app and never as a person. If it says something that is simply wrong, we want to know, which is what the next section is for.

5. Reporting a sommelier reply

Press and hold any reply from the sommelier, then choose “Report this response”.

The app confirms first, then opens a pre-filled email to hello@sommly.app containing an excerpt of the reply being reported, a reference identifier for it, and your app version. You can see the whole message before you send it, and you can add what was wrong with the reply at the top. Nothing is sent until you send it.

Report anything that is inaccurate, offensive, or that a wine app should not have said. We read these.

If nothing on your device answers a mail link, the app tells you so rather than pretending the report went out, and it still notes the report on the device. In that case, write to hello@sommly.app directly and describe the reply.

6. Your account, and deleting it

Signing in

You can sign in with an email address and a password, or with Sign in with Apple. If you have forgotten your password, use Forgot password? on the sign-in screen and we will email you a reset link. If the mail does not arrive, check your spam folder first, then write to us.

Deleting your account

You can delete your account yourself, from inside the app, and you do not need to ask us or give a reason. Open the Profile tab, choose Delete Account, and type DELETE to confirm.

What happens then, plainly:

• A server-side routine removes your scans and the wines they found, your journal entries, your ratings and tasting notes, your Wine Passport stamps, your favorite wines, your conversations with the AI sommelier, your analytics events, your taste profile, your profile record, your private scan-image folder, and finally your login itself.
• Your device’s local copies are cleared in the same pass.
• It is immediate. There is no grace period and no restore. There is no export button. If you want a copy of your data, email hello@sommly.app from your account’s address before you delete, and we’ll send it.

The Privacy Policy, section 13 lists the things that do not go with your account, and why. If a deletion fails part-way, the app says so rather than pretending it worked; email us and we will finish it by hand and confirm when it is done.

7. Sommly Reserve, the subscription

Free accounts get three AI sommelier chat messages a month; Sommly Reserve takes that count off. Fair-use limits apply, and scans, picks and your Journal are free either way.

Scanning spends no monthly allowance, and a free answer from the sommelier is a full answer rather than a degraded one. The count of free messages returns to zero at the first instant of the next month, UTC. Reserve is optional, and what it buys today is higher limits on the sommelier chat.

Fair use. Sommly’s AI features have limits on every account, free or paid: limits per account over short periods, such as how many messages and scans one account can make in an hour, and a service-wide daily limit on AI use. Reserve removes the monthly message count; it does not remove the fair-use limits. When you reach one, the feature pauses until the limit resets. The details are in section 12 of the Terms.

Those are the United States prices. The price that governs is the one the purchase screen shows in your own currency, before you confirm anything. The seven-day free trial is on both plans, and it is available once per Apple Account across both of them.

Managing, cancelling and refunds

• Apple sells and bills Reserve, not us. Manage it in the iOS Settings app, under your Apple Account, then Subscriptions.
• Cancel any time, in that same place. Cancelling stops future renewals; it does not end the period you have already paid for, and Reserve stays active until that period runs out. Apple takes the renewal within the 24 hours before a period ends. To avoid the next charge, cancel at least 24 hours before the free trial or the current period ends.
• Refunds are Apple’s to give, under Apple’s policies. We cannot issue one and we cannot see your payment details. Ask Apple at reportaproblem.apple.com.
• Restore purchases. If you reinstalled Sommly or signed in on another device with the same Apple Account, use Restore purchases on the Reserve screen or in the Profile tab. Either is reachable without buying anything.

If Reserve ends, nothing you created is deleted. You go back to the free tier with your journal, ratings and passport intact. Section 12 of the Terms of Service is the full account of how the subscription works.

8. Privacy requests

Access, a copy of your data, correction, deletion, objection, an appeal against a decision we made: email hello@sommly.app from the address on your account and tell us what you want. We verify it is you, usually by confirming you control that email, and we respond within the deadline the law where you live sets.

Several of these you can simply do in the app: edit your name in Profile, retake the taste quiz to replace your taste profile, delete individual ratings and journal entries, and delete the whole account as described above.

The full account of what we collect, who sees it, and what rights you have is in the Privacy Policy. Section 13 is the one about your rights and how to exercise them.

9. Security reports

If you think you have found a vulnerability in Sommly, or you believe your own account has been compromised, write to hello@sommly.app and put Security in the subject line. We read security reports first, and we will not be annoyed that you wrote.

Please give us enough detail to reproduce the issue, and please give us a reasonable chance to fix it before you publish it. We do not run a paid bug bounty, and we will not pretend otherwise.

If a security incident affects your personal information, we will notify you and the relevant regulators within the deadlines the law sets. That commitment is written into section 11 of the Privacy Policy.