LEGAL & BILLING

Refund Policy

Last updated: July 11, 2026

Overview

Sentrup is a subscription-based SaaS product. Standard monthly and annual subscriptions are processed by Paddle, our authorized reseller and Merchant of Record.

Standard Direct Subscriptions (Paddle Billing)

For subscriptions purchased directly on Sentrup.com:

  • No Refunds: Sentrup offers a free-tier plan so you can evaluate the platform and its capabilities before deciding to upgrade. Because we provide this free tier, we do not offer refunds, money-back guarantees, or trial periods for our paid subscriptions. All sales are final.
  • Subscription Renewals & Cancellation: Your subscription will automatically renew at the end of each billing cycle (monthly or annually) unless you cancel it. To avoid future billing, you must cancel your subscription before your next renewal date from your dashboard billing settings.
  • No Prorated Credits: Cancelling your subscription stops future automatic renewal charges. You will retain access to the Service and all features corresponding to your paid plan until the end of your current active billing period. We do not provide prorated refunds or credits for unused time, downgrades, or remaining days in a billing period.

Exceptions (Direct Subscriptions Only)

Refunds or credits for direct subscriptions may be considered solely at our discretion under the following limited circumstances:

  • You were charged due to a documented technical billing error on our part
  • The Service experienced prolonged, unscheduled downtime or outages that materially prevented platform usage
  • You were charged after successfully submitting a cancellation request

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.

How to Request a Support Exception

To request a direct billing review:

  1. Email us at support@sentrup.com
  2. Include your account email address and the transaction ID from your Paddle receipt
  3. We will respond within 2 business days
  4. Approved exception 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 support@sentrup.com.