Refund Policy
"If you want to keep a secret, you must also hide it from yourself."
Table of Contents
Our Approach to Refunds
We want you to feel confident in your purchase. Sentinel offers refunds under certain conditions, depending on whether your license has been activated and how the product has been used.
Our philosophy is simple: we help first, and refund when appropriate.
Refund eligibility depends on whether your license has been activated. Non-activated licenses receive automatic refunds, while activated licenses are reviewed case-by-case to ensure fairness.
Non-Activated Licenses (Automatic Refunds)
If you purchased Sentinel+ but never activated the license on any website, you are eligible for a full refund — no questions asked.
- Accidental or duplicate purchase
- Purchased the wrong product
- Changed your mind before use
- Decided not to use Sentinel+
- Any other reason — if it's not activated, we'll refund it
For non-activated licenses, refunds are approved automatically upon request. Simply contact us with your order details and we’ll process it immediately.
Activated Licenses (Case-by-Case Review)
Once a license has been activated on a website, refund requests are evaluated on a case-by-case basis. We want to understand your situation and work toward a fair resolution.
When We Approve Refunds
We will consider a refund for activated licenses if:
- Sentinel is not functioning as described in our documentation
- A technical issue prevents you from using the product, and we cannot resolve it
- A compatibility problem exists that cannot be reasonably fixed
- A billing error occurred (duplicate charge, incorrect amount, etc.)
- There is a legitimate, unforeseen reason preventing you from using the service
When Refunds May Be Declined
We may decline a refund request if:
- The issue is unrelated to Sentinel (hosting, theme, or third-party plugin conflicts)
- Sentinel is functioning as intended and documented
- You refuse to work with our support team to troubleshoot
- The product or license was misused
- The license was activated on multiple domains beyond your plan limits
- There is evidence of abuse, fraud, or terms of service violations
- Substantial use of the product occurred before requesting a refund
Before declining any refund, we will always attempt to resolve your issue through support. Most problems can be fixed with proper troubleshooting, and we’re committed to making Sentinel work for you.
What We Need to Process Your Request
For activated licenses, we may ask you to provide:
- A brief explanation of the issue you're experiencing
- Steps to reproduce the problem (if applicable)
- Screenshots or error messages (if relevant)
- Confirmation of the domain where the license is activated
- Your order email, order ID, and license key
This information helps us determine whether the issue is caused by Sentinel (our responsibility) or an unrelated configuration, hosting, or compatibility issue.
If the problem is on our end, we will work with you toward a fair resolution — whether that’s a fix or a refund.
Non-Refundable Situations
We generally do not offer refunds in the following situations:
- Forgotten renewals — You forgot to cancel before your subscription renewed
- Extensive product use — License was used heavily before requesting a refund
- Third-party conflicts — Issues caused by other plugins, themes, or hosting environments
- User error — Problems caused by misconfiguration where troubleshooting was refused
- Change of mind after use — Changed your mind after substantial product usage
- Fraudulent behaviour — Evidence of abuse, reselling, or terms violations
- Expired licenses — Refund requests for licenses that have already expired
- Late requests — Requests made long after the purchase date without prior contact
We reserve the right to refuse refunds when appropriate. This protects us from abuse while ensuring legitimate customers receive the support and refunds they deserve.
How to Request a Refund
To request a refund, please contact our support team with the following information:
- Your order email address
- Order ID (from your purchase confirmation)
- License key
- Brief reason for your refund request
- Domain where license was activated (if applicable)
Get in Touch
Email us at: sentinel@justpsntrophies.com (Temporary Address)
We typically respond within 24–48 hours and aim to process approved refunds within 3–5 business days.
Payment Processing & Refund Timeline
All payments are processed securely through Stripe, our trusted payment processor.
Approved refunds are issued to the original payment method used at checkout.
Once a refund is approved and processed on our end, it may take 5–10 business days for the funds to appear in your account, depending on your bank or card issuer. This timeline is controlled by your financial institution, not Sentinel.
Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices or for legal reasons. When we make changes, we will update the “Last Updated” date at the top of this page.
We encourage you to review this policy periodically to stay informed about our refund procedures.