Plans, payments, upgrades, and cancellations

Plan changes happen through the Stripe customer portal — the same portal that handles invoices and payment methods. You reach it from your account page.

1. Sign in and open Account (top-right menu).
2. Click Manage subscription. The Stripe portal opens in a new tab.
3. Pick the new plan and confirm.

Upgradesare immediate. You're charged a prorated amount for the remaining days of the current billing period at the new price, and your new quota is available right away.

Downgrades take effect at the end of your current billing period. You keep the higher quota until then; no refund is issued for the downgrade.

Annual plans cost roughly 20% less than monthly. You can switch from monthly to annual at any time — Stripe credits the unused monthly time toward the annual bill.

You can cancel at any time and keep access until the end of your current billing period. We don't charge cancellation fees and we don't require a phone call.

1. Sign in and open Account.
2. Click Manage subscription — the Stripe portal opens.
3. Click Cancel plan and confirm.

You'll receive an email confirmation from Stripe. Your remaining quota stays available until the end of the period you already paid for. After that, your account drops back to the Free tier (3 lifetime reports, plus any cached reports remain available).

Changed your mind? You can resume any time before the period ends by clicking Renew subscription in the same portal.

Cards, billing addresses, and VAT numbers are all managed in the Stripe customer portal — Sentinellis itself never stores raw card data.

1. Sign in and open Account.
2. Click Manage subscription.
3. In the portal, click Payment methods → Add or Update.

If a renewal payment fails, Stripe automatically retries 3 times over a few days and sends you an email after each attempt. Your subscription enters a grace period rather than being canceled immediately, so you have time to update the card without losing access.

For business customers: you can add a VAT number from the portal and it will appear on every future invoice. Past invoices can be re-downloaded from the same screen.

We follow EU consumer-protection rules. The summary:

• First subscription, within 14 days, no reports used — full refund, no questions asked.
• First subscription, within 14 days, reports used — refund minus a prorated charge for the days and reports already consumed.
• Renewals or after 14 days— we generally don't refund renewals; cancel and your subscription ends at the next renewal date. We do consider exceptional cases — write to us.
• Service outage on our side— if reports failed because of us, write to us with the report IDs and we'll either re-run them for free or refund.

To request a refund, email contact@sentinellis.com from your account email address. We process refunds within 5 business days. Full policy on the refund page.