Refund & Cancellation Policy

We'd rather you evaluated Sinon properly than relied on a refund afterwards. The Sentinel plan is free and permanent — it runs real simulations against up to 10 of your own employees and shows you the full results in the platform. Nothing expires and no card is required.

What paid plans add is scale and the ability to take your evidence out of the platform: CSV and PDF exports on Guardian, framework-mapped audit packs on Fortress, and white-labeled packs with auditor share links on Citadel. If you're unsure whether those fit your audit, email us before you subscribe and we'll tell you honestly.

Sinon sells through Paddle, which acts as the merchant of record for every order. Paddle handles payment, sales tax and VAT, invoicing, and the processing of any refund. Your card or bank statement will show a Paddle descriptor rather than Sinon.

Refunds are therefore issued by Paddle on our instruction, and Paddle's own buyer terms apply alongside this policy. Paddle may also review and grant a refund request at its own discretion.

Within 30 days of a payment, if Sinon did not deliver what your plan promised, we will fix it or refund that payment in full — your choice. This covers things like:

• A feature included in your plan doesn't work, or isn't available when you subscribed for it.
• Campaigns fail to send, or tracking doesn't record results, because of a fault on our side.
• Exports or evidence packs can't be generated when your plan includes them.
• The platform is unavailable for a sustained period.
• You were billed on the wrong plan, charged twice, or charged after cancelling.
• An annual plan renewed unexpectedly and you have not meaningfully used the new term.

We don't ask you to prove anything or fill in a form. Tell us what went wrong and we'll take your word for it.

Because paid plans exist to let you export evidence and keep it, we don't offer an unconditional money-back guarantee on top of this — the free Sentinel plan is there so you can evaluate the product without paying. Outside the situations above, subscription fees are generally non-refundable and cancelling stops future charges rather than refunding the current period. We still read every request and will use our discretion where something clearly went wrong for you.

Nothing in this policy limits rights you have under law. Consumer protection rules in some countries give a right to cancel a purchase within a set period — for example 14 days in the EU, EEA, UK and Switzerland — and where such a right applies to you it applies regardless of anything written here. Paddle administers those rights as merchant of record.

Where this policy is more generous than the legal minimum, this policy applies. Where the law gives you more, the law applies.

You can cancel at any time from Billing → Manage payment & invoices inside your account. No email or phone call is required, and we do not ask you to speak to anyone to cancel.

• Cancellation takes effect at the end of your current billing period. You keep full access until then.
• You will not be charged again after cancelling.
• When the period ends, your organization returns to the free Sentinel plan. Your account and campaign history are not deleted — but exporting isn't included on Sentinel, so export any reports or evidence packs you need before your paid period ends.

Plans are a flat monthly or annual price that includes an employee allowance — Guardian at $99/month, Fortress at $199/month, and Citadel at $399/month. Annual plans are billed once for twelve months at a 30% discount.

• Upgrading takes effect immediately. You are charged a prorated amount for the remainder of the current period, shown to you before you confirm.
• Downgrading to a cheaper plan applies a prorated credit toward your next invoice rather than a cash refund. We don't allow a downgrade that would put your employee directory over the new plan's allowance.
• Switching between monthly and annual is handled the same way, with the difference prorated.

The Sentinel plan is free and covers up to 10 employees. There is nothing to refund on it, and it never converts to a paid plan or starts charging automatically — you only pay after explicitly choosing a paid plan and completing checkout.

Email [email protected]from the address on your account, and tell us what happened along with the date of the charge. If you have the Paddle invoice to hand it speeds things up, but it isn't required.

• We respond to refund requests within 2 business days.
• Approved refunds are issued by Paddle to the original payment method.
• Funds typically appear within 5–10 business days, depending on your bank or card issuer. That timing is outside our control.
• You can also contact Paddle directly as merchant of record if you would rather deal with them.

If something has gone wrong with a payment, please contact us first — we can almost always resolve it faster than a chargeback, and a chargeback may result in the account being suspended while the dispute is investigated. We would much rather refund you than argue with your bank.

We may update this policy as the service evolves. Changes apply to purchases made after the revised “Last updated” date above; they do not reduce the rights attached to a payment you have already made.

Billing questions of any kind: [email protected]. See also our Privacy Policy, Data Processing Agreement, and Authorized Use Policy.