Legal

Refund Policy

Last updated: February 20, 2026

1. Overview

We want you to be satisfied with Sentro. This Refund Policy outlines the circumstances under which we issue refunds for our SaaS subscriptions and self-hosted license purchases.

2. SaaS Subscription Refunds

14-Day Money-Back Guarantee

If you are a first-time subscriber to any paid plan (Starter, Pro, or Business), you may request a full refund within 14 days of your initial purchase. No questions asked. This applies to your first subscription only and cannot be used repeatedly.

After 14 Days

After the 14-day period, subscriptions are non-refundable for the current billing cycle. You may cancel your subscription at any time and continue to use the service until the end of your paid period. No further charges will be made after cancellation.

Annual Subscriptions

Annual subscriptions are eligible for a full refund within 14 days of purchase. After 14 days, you may request a prorated refund for the unused portion of your annual term, minus a 15% early termination fee. Prorated refunds are calculated based on the number of full months remaining in the subscription period.

Plan Downgrades

If you downgrade to a lower-priced plan mid-cycle, the price difference is not refunded. The new pricing takes effect at the start of your next billing cycle.

3. Self-Hosted License Refunds

30-Day Money-Back Guarantee

Self-hosted license purchases (Team, Business, and Enterprise) are eligible for a full refund within 30 days of purchase if you are unable to successfully deploy Sentro in your environment or if the product does not meet its documented capabilities.

After 30 Days

After the 30-day period, self-hosted license purchases are non-refundable. The license is perpetual and yours to keep. Annual renewal fees for updates and support are optional and non-refundable once the renewal period has begun.

Community Edition

The Community edition is free and does not require a refund policy. You may use it indefinitely at no cost.

4. Free Plan

The Free plan is provided at no cost and does not involve any payment. No refund applies.

5. How to Request a Refund

To request a refund, please contact us at:

Include the following in your request:

  • Your account email address
  • Date of purchase
  • Reason for the refund request
  • Your order or invoice number (if available)

We aim to process all refund requests within 5-10 business days. Approved refunds are issued to the original payment method.

6. Exceptions

Refunds will not be issued in the following cases:

  • Violation of our Terms of Service resulting in account suspension or termination
  • Abuse of the refund policy (e.g., repeated subscribe-and-refund cycles)
  • Failure to cancel before an automatic renewal (contact us and we will work with you on a case-by-case basis)
  • Chargebacks initiated without first contacting our support team

7. Service Interruptions

If Sentro experiences a significant, extended service outage (exceeding 24 consecutive hours) that is within our control, affected paid subscribers may request a prorated credit for the downtime period. Credits are applied to future billing cycles and do not constitute a cash refund.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Material changes will be communicated via email or through the Service at least 30 days before taking effect. Existing purchases are governed by the policy in effect at the time of purchase.

9. Contact

If you have any questions about this Refund Policy, please contact us at billing@sentro.dev.

Refund Policy | Sentro