Support
Two ways to reach a person. No ticket number needed first, and no queue you have to get through before someone reads what you wrote.
Best for anything with detail in it. We aim to reply within one working day.
Telephone
Monday to Friday, 09:00–17:00 UK time. Leave a message outside those hours and we will call back.
Post
Write to our registered office. The address is on the legal information page, along with our company details.
The things people usually need
- Cancel a subscription. Two clicks from your account. No reason needed. If you cannot get to it, email us and we will do it the same working day.
- A refund, or the 14-day right to change your mind. Everything is on the cancellation and refunds page, including the statutory form.
- A reading that looks wrong. Send us the recipe, the classification it chose and what you expected. Both the classification and the weighting table are things we can correct.
- Your data. A copy, a correction or a deletion — email us and we reply within a month. See the privacy notice.
- A complaint. Tell us what happened and what you would like us to do. We acknowledge within one working day and aim to resolve within ten.
What we cannot help with
Anything to do with health, nutrition or diet, anything about whether food is safe to eat or how long it keeps, and requests for a recipe or for amounts. Those are outside what Sugarhold does, and we will not answer them informally by email either. Health questions belong with a qualified professional.
Questions
Answered here first.
- Is reducing sugar healthier?
- Sugarhold has nothing to say about that, and it is not being coy. The site covers no health, nutrition or dietary matter of any kind — no calories, no intake, nothing about blood sugar, metabolism, weight or teeth — and it takes no view on whether reducing sugar is a good idea or a bad one. It does not care why you want to. It works out how the bake changes, and that is the entire scope. If your question is about health, it belongs with a qualified professional, and the tool will stop and tell you so rather than answer.
- How long will it keep with less sugar in it?
- That is a food safety question and Sugarhold makes no food safety or shelf-life judgement. It will tell you that something is drier on the day and firmer the next morning, because that is a change in texture you can feel. It will not tell you how long anything keeps, whether it will spoil, or whether it is still good — and it should not be relied on for any of that.
- Can you just give me a reduced-sugar version of my recipe?
- No. Sugarhold outputs no recipe and no quantity or ratio of any kind. Your oven, your flour, your technique and the texture you are actually after are all unknown to it, and putting a figure on the page would be pretending otherwise. What it does instead is tell you which of the four jobs a category of ingredient can take on, and where the loss is smallest if some of the sugar has to go — the direction, never the amount.
- Can I swap in something else instead?
- Sugarhold will tell you which job a category of ingredient can carry — and in practice that is sweetness, and only sweetness. It names no brand and no specific product. And every time it says anything of the kind it repeats this, because it matters: anything swapped in brings its own ingredients with it. Check what the people eating it can and cannot have before changing anything. Sugarhold does not know, and makes no assessment of allergies or intolerances.
- Do you use my recipe to train a model?
- No. What you paste in is used to produce your reading and for nothing else. It is not used to train or improve any model, ours or anyone else’s, and it is not sold or shared for advertising. On the Free and Reduce plans it is not stored after your session; on Kitchen it is stored only because saving recipes is what that plan is for, and you can delete any of them at any time. The privacy notice sets out the detail.
- How accurate is it, and what is the AI actually doing?
- The weighting is not produced by a language model. The share each of the four jobs takes comes from a fixed table of recipe types held in the site itself, and the arithmetic runs in your browser. The model does one job only: it reads what you pasted and decides which kind of bake it is. Everything with a number attached comes from the table. Even so, this is a general description of how that kind of bake behaves, not a measurement of yours, and it can be wrong about your recipe. Treat it as a well-informed expectation, not a result.
- How do I cancel, and can I get a refund?
- You can cancel at any time from your account page in a couple of clicks — no email, no telephone call, no reason required. Cancelling stops the next renewal and you keep the plan until the end of the period you have paid for. Separately, as a consumer you have 14 days from the day you subscribe to change your mind and get your money back. Because this is a digital service that starts straight away, that right ends once you have asked us to begin and acknowledged that starting means losing it — which is why there are two separate tick boxes at checkout, neither of them pre-ticked. The cancellation page has the full wording and the statutory form.
- What happens to the allowance I do not use?
- It does not roll over. Each plan comes with a monthly allowance for using the service, it resets at the start of each period, and anything unused at the end of a period is gone. There are no credit packs and no top-ups: if you need more room, you move up a plan. An allowance is a right to use the service — it is not money, it is not stored value, it cannot be exchanged for cash and it cannot be transferred to anyone else.
- Is there an age limit?
- Yes. Sugarhold is for people aged 18 or over. Do not create an account or subscribe if you are under 18.