Refund Policy

Last updated: 15 September 2026

Before publishing: the refund window and the notice period below are commercial decisions only you can make — the bracketed values are placeholders, not recommendations. Consumer law in several markets grants a statutory cancellation right that overrides whatever you choose here, so have this reviewed.

This policy applies to subscriptions bought directly through Nexa Sentry. If you bought through a reseller or under a separate signed agreement, that agreement governs instead.

1. Free plan

The Simple plan costs nothing, so there is nothing to refund. You can stop using it whenever you like.

2. Paid subscriptions

Paid plans are billed in advance. If the Service is not right for you, contact us within [insert number] days of your first payment and we will refund that payment in full.

After that window, payments already taken are non-refundable, and cancelling stops the next renewal rather than refunding the current period. You keep access until the end of the period you have paid for.

3. Renewals

Subscriptions renew automatically. Cancel before the renewal date to avoid the next charge. If a renewal is charged and you tell us within [insert number] days that you had intended to cancel and have not meaningfully used the Service in that period, we will refund it.

4. Where we will refund outside those windows

We billed you in error — refunded in full, always.
Duplicate charge — the duplicate is refunded.
A sustained failure of the Service that we could not resolve, and that prevented you using what you paid for — refunded pro rata for the affected period.

5. Where we will not

The Service worked as described and you simply stopped using it.
An account suspended or terminated for breach of the Terms of Service.
Charges older than the period your payment provider allows us to reverse.
An outage caused by your own infrastructure, network or configuration.

6. Your statutory rights

If you are a consumer in the UK, the EEA or another jurisdiction with a statutory cancellation or cooling-off right, that right applies regardless of anything in this policy, and nothing here limits it. Business customers are generally excluded from those rights.

7. How to request a refund

Email [email protected] from the address on the account, or raise a ticket from the support page, with the invoice or payment reference and a sentence on what happened. We will acknowledge within [insert number] business days.

Approved refunds are returned to the original payment method. Your bank or card issuer controls how quickly it lands, typically within five to ten business days once we have issued it.

8. Chargebacks

Please talk to us before raising a chargeback. A disputed charge can cause the account to be suspended automatically while the dispute is open, and almost every case is resolved faster by email.