This policy sets out the terms under which subscribers ("Firms") may cancel their Sentine subscription and when refunds may be applicable. This policy aligns with the requirements of the Australian Consumer Law (ACL).

1. Statutory Rights (Australian Consumer Law)

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Under the ACL, services must be:

Provided with due care and skill.
Fit for a specified purpose (where the consumer has made that purpose known).
Supplied within a reasonable time (where no time is specified).

If our services fail to meet these guarantees, you may be entitled to a remedy, including a refund or compensation for any reasonably foreseeable loss or damage. Nothing in this policy limits your statutory rights under the ACL.

2. 14-Day Cooling-Off Period

Sentine offers a 14-day cooling-off period for all new subscriptions (excluding custom Enterprise agreements).

If you cancel your new subscription within the first 14 calendar days of your initial purchase, you are entitled to a full refund of any fees paid.
This cooling-off period does not apply to subscription renewals.

3. Subscription Cancellations

You may cancel your Sentine subscription at any time via the billing portal within the application.

Monthly Plans: Cancellation will take effect at the end of your current paid billing period. You will retain access to the platform until that date. No partial-month refunds are provided for monthly plans outside of the cooling-off period.
Annual Plans: If you cancel an annual plan within the first 30 days of the subscription term, we will issue a pro-rata refund for the remaining 11 months. After the first 30 days, cancellations will take effect at the end of the annual term, and no pro-rata refunds will be provided.

4. Downgrades

If you choose to downgrade your subscription tier or reduce user licences:

The downgrade will take effect at the start of your next billing cycle.
We do not issue retroactive refunds or pro-rata credits for downgrades made midway through a current billing period.

5. Termination by Sentine

If Sentine terminates your account due to a material breach of our Master Subscription Agreement or Acceptable Use Policy (AUP), no refund (pro-rata or otherwise) will be provided.

6. How to Request a Refund

If you believe you are entitled to a refund under this policy or the Australian Consumer Law, please submit a written request to our billing team at billing@sentine.com.au.

Please include your Firm Name, ABN/ACN, and the reason for the request. We aim to process eligible refunds within 7-14 business days to the original payment method.

7. Governing Law

This Refund & Cancellation Policy is governed by the laws of New South Wales, Australia.