Last updated: December 12, 2024
1. Overview
This Refund & Cancellation Policy governs all SaaS products, subscriptions, and digital services offered by Sentinely from Seven Hills Software ("we", "us", "our").
By activating or renewing a paid plan, you agree to the terms described in this policy.
2. Free trial / demo
A free trial or demo may be available depending on the product.
Please use the trial period to evaluate whether the product fits your requirements.
Once a paid plan starts after the trial, the refund rules below apply.
3. Subscription billing
- Subscriptions are billed in advance on a monthly or annual basis.
- Payments are processed through secure third-party gateways such as Razorpay, Stripe, or other authorized providers.
- Pricing may change; we will notify active customers ahead of any adjustment.
4. Refund eligibility
We follow a fair-use refund policy tailored for SaaS businesses.
4.1 Refunds are approved only when:
- A technical issue on our side prevents you from using the service.
- Our support team cannot resolve the issue within 5 business days.
- The refund request is submitted within 7 days of the original payment.
4.2 Refunds are not provided when:
- You decide to discontinue after using the product ("change of mind").
- Features do not match subjective expectations (unless explicitly misrepresented).
- The product is unused or rarely used.
- Issues originate from third-party services, integrations, or your own infrastructure.
- Renewal fees are charged because cancellation was not submitted before the renewal date.
4.3 Annual plans
Annual subscriptions may receive a pro-rated refund only when severe technical issues remain unresolved after repeated support efforts. In all other cases, annual plans are non-refundable.
5. Cancellation policy
- You can cancel anytime via account settings or by contacting support.
- Cancellation is effective immediately, but access remains until the end of the current billing cycle.
- No further charges are made after cancellation.
6. No partial / mid-cycle refunds
We do not issue partial refunds for unused time within a billing cycle.
Once a billing cycle begins, the payment is locked for that cycle.
7. Duplicate or fraudulent payments
- A full refund is issued if you are charged twice for the same transaction.
- Payments made with stolen cards or unauthorized methods are refunded once the claim is verified.
8. Refund process
- Approved refunds are credited to the original payment method.
- Processing typically takes 5–10 business days, depending on the payment gateway.
9. Contact for refund & billing support
Email our billing team at support@sentinely.app with the following:
- Order ID or Transaction ID
- Registered email address
- Reason for the request
- Supporting screenshots or logs (if applicable)