Refund and Cancellation Policy

This Refund and Cancellation Policy explains how cancellations and refunds work for Sentinel subscriptions and services. Please read this policy carefully before making a purchase.

Cancellation Policy

Self-Service Cancellation

You can cancel your subscription at any time through:

• Telegram Bot: Use the cancellation command in the Sentinel bot
• Email: Send a cancellation request to contact@fazmercado.com

Cancellation Effective Date

Cancellation takes effect at the end of your current billing period. You will continue to have access to Sentinel services until the end of the period you have already paid for.

Immediate Cancellation

If you request immediate cancellation, your access will be terminated immediately, and you may be eligible for a prorated refund (see Refund Policy below).

Refund Policy

Base Subscription Refunds

CRITICAL Event Charges

Charges for CRITICAL alerts are applied only when alerts are successfully delivered. Refund eligibility for CRITICAL event charges:

• Delivered Alerts: No refunds for successfully delivered CRITICAL alerts
• Failed Delivery: Full refund if alert delivery fails due to system error
• Duplicate Charges: Full refund for duplicate or erroneous charges
• False Positives: Case-by-case review; refunds may be issued for verified false positives

Risk Credits (Pre-paid Packages)

Pre-paid Risk Credit packages are non-refundable once purchased. However:

• Unused credits remain valid for 12 months from purchase
• Credits can be transferred to another subscription (contact support)
• If you cancel your subscription, unused credits remain available for future use

Upsells and Add-ons

Refunds for upsells (additional regions, subsegments, SLA reductions, webhooks) follow the same policy as base subscriptions:

• Monthly add-ons: 7-day refund window
• Annual add-ons: 30-day refund window
• After the refund window: Prorated refunds based on remaining period

Refund Process

How to Request a Refund

1. Contact us via Telegram bot or email at contact@fazmercado.com
2. Provide your subscription ID or email address
3. Specify the reason for the refund request
4. We will review your request within 5 business days
5. If approved, refunds are processed within 10 business days

Refund Method

Refunds are issued to the original payment method used for the purchase. Processing times vary by payment provider:

• Credit/Debit cards: 5-10 business days
• Bank transfers: 10-15 business days
• Digital wallets: 3-5 business days

Non-Refundable Items

The following are not eligible for refunds:

• Successfully delivered CRITICAL alerts (unless delivery failure or false positive)
• Pre-paid Risk Credit packages (after purchase)
• Services used beyond the refund window
• Charges resulting from user error or misconfiguration
• Charges for services explicitly used and consumed

Grace Period

If payment fails or a subscription expires, we provide a grace period:

• 7 days: Service continues with limited functionality
• After 7 days: Service is suspended until payment is received
• After 30 days: Account and data may be deleted (subject to data retention policy)

During the grace period, you can update payment information or cancel without penalty.

Disputes and Chargebacks

If you have concerns about charges or refunds, please contact us before initiating a chargeback. We are committed to resolving issues fairly and promptly.

Chargebacks initiated without prior contact may result in:

• Immediate account suspension
• Loss of access to services
• Potential fees for dispute resolution

Laboratory Plan (Free)

The Laboratory plan is currently free during product development. No charges apply, and no refunds are necessary.

When paid plans become available, this refund policy will apply to all paid subscriptions.