Legal

Refund Policy

Last updated: April 2026

Summary

We want you to be satisfied with Sentinellis. This page explains when you can get a refund, how to request one, and what is not refundable. Questions? Email contact@sentinellis.com.

1. EU 14-day withdrawal right

If you are a consumer residing in the European Union, EU consumer law (Directive 2011/83/EU) grants you the right to cancel a purchase within 14 days of the transaction for any reason, without penalty.

Important exception for digital services: when you start using Sentinellis (e.g. generate your first paid report, download a PDF, or use an add-on credit), you are explicitly consenting to the immediate performance of the service and acknowledge that you waive your 14-day withdrawal right for services already delivered. This is required under Art. 16(m) of the Directive for digital content not supplied on a tangible medium.

If you have purchased a subscription but have not yet generated any report or used any paid feature, you can request a full refund within 14 days.

2. Subscriptions (Basic, Pro, Master, B2B)

Monthly plans

Each monthly payment covers 30 days of access. You can cancel at any time via the Customer Portal and will retain access until the end of the current billing period. Monthly payments are non-refundable once the billing period has started, except as required by the EU 14-day rule above.

Annual plans

If you cancel an annual subscription before the renewal date, we will refund the unused prorated portion on a best-effort basis, minus any credits already used. To request, email us within 30 days of the cancellation.

Cancellation

You can cancel any subscription at any time by logging into your account, clicking "Manage Subscription", and selecting "Cancel". Your plan will remain active until the end of the paid period.

3. One-time add-ons

The following purchases are non-refundable once the credit has been used:

  • Pay-per-report (€6.99) — once the report has been generated, no refund.
  • Extra report (€3) — once the credit has been consumed, no refund.
  • PDF bundle (€5 for 10 exports) — once any of the 10 exports has been downloaded, the bundle is non-refundable.

If you purchased an add-on by mistake and have not yet consumed any credit, contact us within 14 days and we will refund you in full.

4. Service defects

If a report failed to generate, returned an empty or corrupted result, or was otherwise materially defective due to an issue on our side, we will either re-run the analysis at no cost or refund the credit used. Open a ticket at contact@sentinellis.com within 30 days of the failed report with your report ID.

Reports can sometimes be incomplete when upstream data sources (Yahoo Finance, NewsData.io, Google News, SEC EDGAR) are unavailable or return partial data for small, private, or international companies. We clearly flag incomplete reports with a confidence score and an "unavailable" badge — these are not considered defective and are not eligible for refund.

5. B2B contracts

B2B plans (B2B Starter, Growth, Scale) are business-to-business contracts and are not covered by EU consumer protection law. Refunds and cancellations for B2B plans follow the terms of your individual contract or, if no separate contract is signed, this policy by analogy. Contact contact@sentinellis.com for specific terms.

6. How to request a refund

Send an email to contact@sentinellis.com with:

  • The email address registered to your Sentinellis account
  • The transaction ID (visible in Stripe receipt email) or approximate purchase date
  • Reason for the refund request

We reply to refund requests within 3 business days. Approved refunds are processed back to the original payment method within 5-10 business days depending on your bank.

7. Disputes & chargebacks

Before initiating a payment dispute or chargeback with your card issuer, please contact us first — most issues can be resolved quickly via email. Chargebacks initiated without prior contact may result in permanent account suspension.

8. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be announced on this page with a new "Last updated" date. Purchases made before a change remain governed by the policy in effect at the time of purchase.

9. Contact

Refund requests and questions: contact@sentinellis.com

Sentinellis is operated by a Romanian legal entity (SRL). Prices displayed on the site exclude applicable VAT. VAT is collected where required by EU law.