Refund Policy

Last updated: May 6, 2026

Overview

Sentrup is a subscription-based SaaS product. We want you to be satisfied with your purchase. This policy explains when refunds are available and how to request one. All billing is handled by Paddle, our Merchant of Record.

14-Day Money-Back Guarantee

If you are not satisfied with Sentrup for any reason, you may request a full refund within 14 days of your initial subscription payment. This applies to first-time purchases only. To request a refund under this guarantee, contact us at [email protected] within 14 days of your purchase date.

Subscription Renewals

After the initial 14-day period, subscription payments are non-refundable. When your subscription renews, you will receive an email notification before the charge. If you do not wish to renew, you must cancel your subscription before the renewal date from your billing settings.

Cancelling your subscription stops future charges. You retain access to the Service until the end of your current billing period. We do not provide prorated refunds for unused time in a billing period.

Exceptions

Refunds outside the 14-day window may be considered in the following circumstances:

  • You were charged due to a billing error on our part
  • The Service experienced significant downtime or outages that materially impacted your use
  • You were charged after cancelling your subscription

Each exception request is reviewed on a case-by-case basis. We reserve the right to decline refund requests that do not meet these criteria.

Annual Plans

Annual subscriptions are eligible for a full refund within 14 days of purchase. After 14 days, annual plans are non-refundable. If you cancel an annual plan mid-term, you retain access until the end of the annual period but will not receive a prorated refund for the remaining months.

How to Request a Refund

To request a refund:

  1. Email us at [email protected]
  2. Include your account email address and the reason for your request
  3. We will respond within 2 business days
  4. Approved refunds are processed by Paddle and typically appear within 5–10 business days depending on your payment method

Contact

For billing or refund questions, contact us at [email protected].