Refund Policy

Effective date: The date displayed on the invoice, quotation, order confirmation or online checkout record applicable to the client purchase.

This Refund Policy is intended to provide clear, fair and transparent guidance to clients purchasing SentinelCore products and services. It should be read together with the SentinelCore Service Agreement, Privacy Policy, U.S. Privacy & HIPAA notices, website terms, invoice notes, proposal documents, product descriptions, checkout information and any written statement of work accepted by SentinelCore.

1. Purpose of this policy

The purpose of this Refund Policy is to explain when refunds may be requested, when refunds may be approved, when refunds may be declined, how partial refunds are calculated, how digital products are treated, how service delivery affects refund eligibility, and how long the refund process may take once a refund has been approved.

SentinelCore aims to operate in a manner that is fair, commercially reasonable, practical, transparent and aligned with United States consumer protection principles, electronic commerce expectations, data protection obligations and payment gateway review standards. This policy is not designed to avoid lawful consumer rights. It is designed to prevent misunderstandings around professional services, digital products, software access, consulting time, client-specific deliverables and managed service commitments.

2. Scope of this policy

This Refund Policy applies to SentinelCore software licences, downloadable products, configured platforms, productised services, setup services, installation services, compliance analysis, U.S. Privacy & HIPAA-related advisory services, risk assessments, breach simulations, disaster management planning, HealthGuard engagements, SentinelIntercept consulting engagements, managed oversight services, Overwatch services, annual plans, monthly plans, onboarding services, implementation services, training material creation, policy preparation, reporting, governance documentation and other services purchased through this website, by invoice, by quotation, by payment link or by written procurement approval.

Where a signed written agreement, statement of work or procurement contract contains more specific refund terms, those specific written terms will apply to the relevant engagement to the extent that they do not unlawfully restrict mandatory consumer protections.

3. United States legal and compliance context

SentinelCore is based in the United States and this policy is designed with reference to United States commercial practice, the Consumer Protection Act, the Electronic Communications and Transactions Act, the U.S. privacy and health-information obligations, ordinary contractual principles and common payment gateway expectations.

Nothing in this policy is intended to remove any right that a qualifying consumer may have under applicable law. However, clients must understand that many SentinelCore products involve digital access, professional consulting, customised analysis, scheduled specialist time, security work, client-specific configuration, intellectual property access and project-based delivery. These categories differ from ordinary physical retail goods because value may be delivered immediately, progressively or through access to information, systems, source packages, reports, credentials, dashboards, professional time and strategic recommendations.

For business-to-business transactions, the client acknowledges that the purchase is normally made for operational, compliance, governance, security or commercial purposes and that the refund position must be assessed against the agreed scope, work performed, access granted, deliverables issued, third-party costs incurred and the client’s own cooperation with the delivery process.

4. General refund principle

SentinelCore follows a remedy-first and delivery-based refund approach. Where a client raises a genuine concern, SentinelCore will first assess whether the issue can reasonably be resolved through clarification, correction, reconfiguration, revised delivery, additional handover, replacement of a defective file, additional support, or another practical remedy.

A refund will only be considered where a remedy is not appropriate, not possible, not commercially reasonable, or where SentinelCore materially fails to deliver the agreed scope. Refunds are not automatic merely because the client changes its mind, changes business priorities, fails to provide access, delays approvals, no longer requires the service, purchases the wrong product without asking for clarification, or expects work outside the advertised or agreed scope.

5. Before work begins

Where payment has been made and SentinelCore has not yet started work, provisioned software, allocated consultant time, created client-specific documents, configured infrastructure, issued licence materials, generated access credentials, scheduled implementation resources or incurred third-party costs, the client may request cancellation and a refund.

Approved refunds before commencement may exclude payment gateway fees, acquiring bank fees, bank charges, foreign exchange losses, chargeback fees, unavoidable administrative costs and any reasonable cost already incurred in reliance on the confirmed order. SentinelCore may also deduct costs where the client requested urgent scheduling, priority allocation, reserved consultant time or pre-delivery preparation.

6. After work has started

Once discovery, consulting, configuration, software provisioning, documentation, environment review, onboarding, risk analysis, installation, customisation, implementation, report drafting, training preparation, infrastructure review, policy drafting, meeting preparation, dashboard configuration or managed service onboarding has started, refunds are limited to the undelivered portion of the agreed scope.

Completed work, delivered software access, generated reports, professional time, scheduled consulting time, client-specific recommendations, implementation notes, assessments, supplied digital materials, issued access credentials, third-party fees and administrative work are not refundable unless SentinelCore materially fails to deliver the agreed scope and cannot reasonably remedy the issue.

7. Software licences and digital products

Software licences, downloadable systems, configured portals, whitelabel packages, digital deliverables, dashboards, source packages, deployment bundles, access credentials, templates, policy packs, reporting files, training documents, generated plans and implementation materials are normally non-refundable after delivery or access has been granted.

This is because the client receives immediate access to intellectual property, software logic, configuration artefacts, documentation, security methodology, compliance structure, assessment models, templates, source packages, or strategic implementation materials. Once access has been granted, SentinelCore cannot practically confirm that the material has not been copied, downloaded, reviewed, stored, modified or used.

Where a digital product is technically defective, inaccessible due to a SentinelCore fault, corrupted, incomplete or materially different from the product description, SentinelCore will first attempt to repair, replace, reissue, reconfigure or otherwise correct the issue. A refund may be considered if the product cannot be made reasonably usable for its stated purpose.

8. Consulting, assessments and advisory services

Consulting, advisory, risk assessment, compliance assessment, needs analysis, breach simulation, disaster planning, governance review and security review services involve professional judgement, specialist time, investigation, analysis and recommendations. These services are not refundable merely because the client disagrees with findings, receives inconvenient results, decides not to implement recommendations, experiences internal disagreement, or expected a different business outcome.

Where the agreed consulting or assessment output has been delivered, the fee is earned. Where only part of the agreed consulting or assessment output has been delivered, SentinelCore may consider a partial refund or credit for the undelivered portion, subject to the deductions and exclusions in this policy.

9. Managed monthly and annual services

Monthly services may be cancelled according to the applicable service agreement, product description, invoice terms, written order terms or agreed notice period. Unless otherwise agreed in writing, monthly managed services require thirty (30) calendar days written notice of cancellation.

Annual discounted plans are priced on a commitment basis. Annual pricing may include a discount in exchange for a longer commitment, reserved capacity, governance cadence, reporting commitments, onboarding work, account management, licence access, monitoring readiness and operational planning. Annual plans are not automatically refundable if cancelled early after delivery has started.

SentinelCore may, at its sole but reasonable discretion, issue a credit or partial refund for unused months where no breach, non-payment, misuse, excessive support consumption, unlawful instruction, policy breach or major upfront onboarding cost has occurred. Any such credit or refund is discretionary unless required by law or expressly stated in a signed agreement.

10. Setup, installation and implementation services

Setup, installation and implementation services may include environment checks, hosting review, configuration, file deployment, database setup, security hardening, user creation, role configuration, branding configuration, email testing, handover, documentation, go-live support and operational validation.

These services are normally non-refundable after work has started, except to the extent that a clearly identifiable portion of the purchased service remains undelivered and no third-party or administrative costs have been incurred. Delays caused by unsuitable hosting, unsupported software, missing credentials, client-side server restrictions, firewall restrictions, DNS delays, third-party platform failures, incomplete client information or unavailable client stakeholders do not automatically create refund eligibility.

11. Circumstances where refunds may be considered

Refund requests may be considered where one or more of the following applies:

• The purchased product or service cannot reasonably be supplied by SentinelCore.
• SentinelCore materially fails to deliver the agreed scope of work and cannot remedy the issue within a reasonable period.
• A duplicate payment has been made in error.
• A clear billing error has occurred.
• The client paid before work started and cancellation is requested before any access, scheduling, provisioning, delivery, configuration or professional work occurs.
• A digital file or system supplied by SentinelCore is materially defective and SentinelCore cannot repair, replace or reissue it.
• SentinelCore agrees, in its sole but reasonable discretion, that a refund, partial refund or credit is appropriate based on the circumstances.

12. Circumstances where refunds will normally not be granted

Refunds will generally not be granted where:

• Software access credentials have been issued.
• Downloadable materials have been supplied.
• A dashboard, portal or system has been configured for the client.
• Installation, onboarding or implementation work has commenced.
• Consulting, advisory, assessment, investigation or analysis services have been delivered.
• Reports, plans, recommendations, governance documents or training materials have been produced.
• Third-party costs, hosting costs, API costs, payment costs or licensing costs have been incurred.
• The client changes business requirements after work has commenced.
• The client fails to provide required access, information, approvals, credentials, server access or decision-maker availability.
• The client requests work outside the agreed scope and refuses a revised quote.
• The client has used, copied, downloaded, installed, reviewed or benefited from the software or materials supplied.
• The client requests illegal, unethical, unauthorised or unsafe security work which SentinelCore refuses to perform.
• The client’s own infrastructure, hosting, staff availability, internal policy, procurement process or technical environment prevents delivery.

13. Partial refunds and calculation method

Where a refund is approved after partial delivery, SentinelCore may calculate a pro-rata refund based on the undelivered portion of the agreed scope. The calculation may take into account time allocated, time performed, professional services rendered, deliverables completed, digital access granted, licence access issued, reports prepared, meetings attended, third-party costs incurred, administrative costs incurred, payment processing charges and any non-recoverable cost arising from the order.

Partial refunds are not calculated only by calendar time. A large portion of the value of a project may be delivered early through discovery, architecture, configuration, analysis, access provisioning, senior consultant review or strategic recommendations. SentinelCore may therefore calculate the delivered value by reference to actual work performed rather than only by the number of days elapsed.

14. Refund processing timeline

Approved refunds will be processed within fourteen (14) calendar days from the date on which SentinelCore confirms in writing that the refund has been approved.

The client acknowledges that banks, card issuers, payment gateways, acquiring banks, payment processors, card networks, wallet providers and third-party financial institutions may require additional processing time outside SentinelCore’s control. SentinelCore is responsible for submitting the approved refund for processing within the stated period, but it cannot guarantee the exact date on which funds will reflect in the client’s account after submission to the relevant payment channel.

Where the original payment gateway or payment method requires additional verification, anti-fraud checks, refund approval steps, chargeback review, reversal routing or compliance screening, the refund may take longer to appear even if SentinelCore has already initiated the refund.

15. Refund payment method

Where practical and supported by the payment gateway, refunds will be made to the same payment method used for the original transaction. SentinelCore may request additional verification before processing refunds where the payment method, bank account, cardholder name, company name or invoice details do not match.

SentinelCore may decline to refund to a different bank account, card, wallet or recipient where this creates a fraud, anti-money laundering, identity verification, accounting or payment gateway compliance concern.

16. Chargebacks and payment disputes

Clients agree to first engage SentinelCore’s support and dispute resolution process before initiating a chargeback, card dispute, payment reversal or payment gateway complaint. This helps ensure that the issue can be investigated quickly and that any appropriate remedy, credit or refund can be considered without unnecessary escalation.

Where a chargeback is initiated after software delivery, service delivery, report issuance, consulting delivery, setup work, implementation completion or digital access provision, SentinelCore reserves the right to provide supporting evidence to the payment gateway, acquiring bank, card issuer or financial institution. Such evidence may include invoices, access logs, correspondence, delivery notes, meeting notes, support tickets, acceptance records, report copies, work records and proof of digital delivery.

17. Client responsibilities affecting refund eligibility

The client must provide accurate information, authorised access, relevant documentation, required credentials, available stakeholders, suitable hosting, timely approvals and truthful instructions. Refunds may be declined where delay or failure is caused by missing access credentials, unavailable decision makers, incomplete information, unsupported hosting, refusal to provide required approvals, unlawful testing requests, material changes to scope, internal procurement delays, internal staff changes or failure to cooperate with the agreed delivery process.

18. Remedy-first approach

Where reasonable, SentinelCore will first attempt to correct issues, reconfigure deliverables, clarify documentation, reissue files, assist with setup, provide additional handover, explain findings, repair defective digital materials or otherwise place the client in the position reasonably expected under the agreed scope before a refund is considered. The goal is a usable and fair outcome for both parties.

19. How to request a refund

Refund requests must be sent to hello@sentinelcorehq.com. The request must include the invoice number, order number if available, company name, contact person, date of purchase, product or service purchased, reason for the request, supporting information and any relevant screenshots, correspondence or technical details.

SentinelCore will review the request against the order record, invoice, proposal, product description, work completed, time allocated, deliverables issued, access granted, third-party costs incurred, client cooperation and applicable law. SentinelCore may request additional information before making a decision.

20. Credits instead of refunds

Where appropriate, SentinelCore may offer a service credit, upgrade credit, implementation credit, support credit, licence extension, additional handover session or alternative product allocation instead of a cash refund. The client is not required to accept a credit unless agreed, but a credit may be the most practical remedy where the issue relates to product fit, configuration, timing or a change in operational requirements.

21. No waiver of legal rights

This policy must be interpreted in a manner consistent with applicable United States law. If any part of this policy is found to be invalid, unenforceable or inconsistent with mandatory legal rights, the affected part will be interpreted or limited to the minimum extent necessary while the remaining provisions continue to apply.

22. Contact details

Refund, cancellation and billing enquiries may be sent to hello@sentinelcorehq.com. Clients should include sufficient detail for SentinelCore to identify the transaction and assess the request fairly.

This agreement was modified on the 22nd of June 2026.