Refund & Cancellation Policy

CRA Sentinel is offered on subscription plans priced per organisation, each covering a number of products. Starter is €79 per month or €790 per year and covers up to 5 products. Growth is €199 per month or €1,990 per year and covers up to 25 products. Enterprise terms are agreed individually and are not purchasable through the service. Prices are stated in euro. Taxes may apply depending on your billing details and applicable law.

A product is one of the distinct products you record in the service. Versions, SBOMs, components, scans and evidence entries are not counted against a plan. If your subscription changes to a plan covering fewer products than you already have, nothing is removed or made inaccessible; only adding a further product is unavailable until the number you have is within the plan.

• A monthly subscription is charged in advance and renews monthly until it is cancelled.
• An annual subscription is charged in advance and renews annually until it is cancelled.

Payments are processed by Stripe. CRA Sentinel does not receive or store card details. Every charge produces an invoice that the owner of the organisation can retrieve at any time through the billing portal.

Sign in, open Manage billing, and cancel in the billing portal, which is operated by Stripe and reached from inside the product. Only an owner of the organisation can manage the subscription; members cannot, and neither can a machine API key.

If you cannot reach the portal, email [email protected] from an address associated with your organisation and we will cancel it for you.

There is no cancellation fee, no notice period, and no requirement to give a reason.

Cancellation takes effect according to the subscription state recorded by Stripe. Where the subscription is set to end at the close of the period you have already paid for, your access continues until that period ends and the subscription is not renewed. You are not charged again.

Because timing follows the payment provider’s record rather than a separate calculation of our own, the date shown in the billing portal is the operative one.

Cancelling a subscription does not delete anything. When the paid period ends your organisation becomes read-only. It is not suspended, and you are not signed out. You keep the ability to:

• sign in as normal;
• read every product, version and component inventory you recorded;
• read every vulnerability finding and its history;
• read every triage decision and its recorded reasoning;
• read and continue working on your existing CRA reporting cases — including recording awareness, corrective measures, submissions and reporting decisions;
• read and export your full evidence history as CSV or JSON; and
• manage billing, and subscribe again.

Continuing to work on a compliance case that is already open is deliberately never gated on billing. Regulatory work already under way does not stop because a subscription lapsed.

No records are deleted automatically because a subscription ended. Deleting your data is a separate, explicit request, and retention is described in the Privacy Policy.

Paid capacity stops. While the subscription is inactive you cannot:

• add a new monitored product or product version;
• upload a new software bill of materials for monitoring; or
• trigger new vulnerability scans.

Automated monitoring of your existing inventory also stops, which means new vulnerabilities affecting your products will not be detected or surfaced while the subscription is inactive. That is the practical consequence of cancelling, and it is worth weighing before you do.

Interval changes are handled through the billing portal where the payment provider supports them. Where they are not available, the supported route is to cancel the current subscription, let it run to the end of the period you have paid for, and subscribe again on the interval you want.

Resubscribing uses the same organisation. You do not need a new account, and you do not rebuild your products, upload your documents again, or lose any history.

First subscription payment. An organisation may request a full refund of its first subscription payment within 14 days of that payment. You do not need to give a reason. This applies once per organisation, to the first paid period only.

This is a contractual refund right we give you under this policy. It is not the statutory right of withdrawal that applies to consumer distance contracts, which does not apply to this service — see section 10.

Renewals. After that window, subscription fees for a billing interval that has already begun are normally non-refundable, whether the interval is a month or a year. Cancelling prevents the next renewal; access continues through the interval you have already paid for, according to the subscription state recorded by the payment provider.

Refunds we provide regardless. We will refund, or correct the charge as appropriate, where:

• you were charged more than once for the same billing interval;
• you were charged the wrong amount;
• you were charged after a cancellation had already taken effect;
• a material failure of the service attributable to CRA Sentinel affected a significant part of a billing interval you paid for; or
• applicable law requires a refund.

Where a failure affected part of an interval, we refund or credit in proportion to the period affected.

Exceptional cases. If your situation is not covered above, ask. We consider requests on their merits and will give you a decision and the reason for it. That is discretion, not a commitment to refund every request.

Email [email protected] from an address associated with your organisation, with the organisation name and the invoice number or the date and amount of the charge.

We aim to acknowledge refund and billing-dispute requests within two business days, and normally provide a decision within ten business days after we have the information needed to assess the request. Complex cases may take longer, and if they do we will keep you informed. These are service targets rather than a service level agreement.

Approved refunds are issued to the original payment method. How long the funds take to appear is determined by the payment provider and your bank.

If you think a charge is wrong, please contact us before disputing it with your bank or card issuer. A billing error is usually resolved faster directly, and a chargeback raised first tends to freeze the situation while it is investigated.

When you raise a dispute with us we will confirm receipt, identify the charge and the subscription interval it relates to, tell you what our records show, and correct the charge where our records are wrong.

If you do raise a chargeback, we will respond to it through the payment provider with the invoice, the subscription record and the account activity relevant to the disputed period. We may suspend paid functionality on an organisation with an unresolved chargeback. We will not delete your records while a dispute is open.

CRA Sentinel is offered to organisations acting in the course of a trade or profession, so the statutory right of withdrawal that applies to consumer distance contracts does not apply. The rights in this policy are given contractually instead. If you are nonetheless a consumer under applicable law, that law’s protections are unaffected by this policy.