LEGAL & BILLING

Refund Policy

Last updated: September 12, 2026

1. Overview & Merchant of Record

Sentrup is an enterprise-grade AI customer support and workflow automation SaaS platform. All subscription transactions, recurring renewals, and invoicing are securely processed by Paddle, our authorized reseller and Merchant of Record (MoR).

2. Standard Policy: No Refunds & Free Tier Evaluation

Sentrup provides a fully featured Free Tier to allow individuals and businesses to test the chat widget, evaluate AI accuracy, explore knowledge base ingestion, and verify compatibility before committing to a paid plan.

  • All Sales Are Final: Because free access is readily available for evaluation, all paid monthly, annual, and enterprise subscriptions are non-refundable once billed. We do not provide money-back guarantees.
  • No Prorated Credits for Mid-Period Cancellations: You may cancel your subscription at any time. Cancelling stops future renewal charges. You will retain complete access to all paid features and quotas through the end of your active billing period. Unused time, days, or message quotas are not refunded or credited.
  • Plan Downgrades: If you schedule a downgrade to a lower tier or free plan, the change takes effect at the end of the current paid billing cycle. No partial refunds are issued.

3. Plan Upgrades, Add-ons & Usage Fees

  • Plan Upgrades: Upgrades made mid-billing cycle are prorated by Paddle and applied immediately, adjusting your billing schedule and quota limits.
  • Conversation Overages & Top-Ups: One-time quota add-on purchases and automated overage usage charges are non-refundable once credited to your account or consumed.
  • Telephony & Carrier Fees: Provisioned dedicated phone numbers (e.g., Twilio/WhatsApp integration numbers), carrier registration fees, and third-party SMS/voice line allocations are strictly non-refundable due to non-recoverable telecom provisioning costs.

4. Limited Exception Review Criteria

Refunds or billing adjustments are considered strictly on an exception basis under the following verified conditions:

  • Accidental Annual Purchase (24-Hour Grace Window): If an annual plan was selected accidentally instead of a monthly plan, you must contact support@sentrup.com within 24 hours of the transaction. We will review and switch your plan or issue a full refund provided that your account has zero or negligible conversation quota usage during that window.
  • Documented Technical Billing Errors: You were double-charged or billed an incorrect amount due to an automated technical billing failure. Verified duplicate transactions will be refunded immediately via Paddle.
  • Charges After Verified Cancellation: You submitted a cancellation prior to your renewal timestamp, but were charged due to a payment processing race condition. Upon verification of the cancellation timestamp, the renewal charge will be refunded.
  • Prolonged Unscheduled Platform Outage: The core Sentrup platform experienced verified, continuous unplanned downtime exceeding 24 consecutive hours that materially prevented platform usage and customer operations.

Note: Issues arising from third-party outages (such as customer website hosting downtime, upstream internet providers, or third-party CRM API limits) do not qualify for platform outage exceptions.

5. Statutory Rights & Digital Service Delivery

Sentrup provides immediate access to digital infrastructure, cloud storage, and AI inference capacity upon purchase. By subscribing, you expressly agree that service delivery begins immediately upon transaction confirmation, and you acknowledge that statutory rights of withdrawal (such as EU/UK 14-day cooling-off periods) are waived upon commencement of digital service provision, to the extent permitted by applicable law.

6. Policy Violations & Account Termination

If an account is suspended or terminated by Sentrup due to a breach of our Terms of Service (including, but not limited to, transmission of spam, phishing, unauthorized scraping, abusive behavior, or security violations), all remaining subscription time and quotas are forfeited, and no refunds will be issued.

7. How to Submit a Billing Review Request

If your situation qualifies for an exception review:

  1. Send an email to support@sentrup.com with the subject line: Billing Review Request - [Your Workspace Name]
  2. Include your registered account email address, workspace name, and the Paddle Order/Transaction ID from your receipt.
  3. Detail the reason for your request along with any supporting documentation (e.g. timestamps or receipts).
  4. Our billing team reviews all requests within 2 business days.
  5. Approved refunds are processed directly by Paddle and typically settle back to your original payment method within 5–10 business days.

8. Billing Inquiries & Contact

Before initiating a payment dispute or chargeback with your card issuer, please reach out directly to our support team at support@sentrup.com. Initiating an unauthorized chargeback automatically locks the workspace while the dispute is investigated by the payment processor.