Refund Policy

Last Updated: February 2026

At Surrey Sentinel, we believe in transparent, straightforward billing practices. This Refund Policy explains our approach to subscription cancellations, payment failures, and refund requests.

Subscription Billing

Surrey Sentinel subscriptions are billed at the start of each billing period (either monthly or annually, depending on your chosen plan). When you subscribe, you're charged immediately for the upcoming billing period, and your subscription automatically renews at the end of each period unless you cancel.

All payment processing is securely handled by Stripe, our payment infrastructure partner.

No Partial Refunds

As a business-to-business (B2B) SaaS platform, Surrey Sentinel does not offer prorated refunds for partial months of service. This is standard practice in the B2B software industry and aligns with Stripe's subscription billing model.

What this means:

• If you cancel a monthly subscription halfway through the month, you will not receive a refund for the remaining two weeks.
• If you cancel an annual subscription after six months, you will not receive a refund for the remaining six months.
• When you cancel, you retain full access to Surrey Sentinel until the end of your current paid period.

How to Cancel Your Subscription

You can cancel your subscription at any time with no penalties or fees:

1. Log in to your Surrey Sentinel account
2. Navigate to your account settings dashboard
3. Click "Manage Billing" to access the Stripe Customer Portal
4. Click "Cancel subscription"

Once cancelled, you will not be charged for any future billing periods. Your access continues until the end of your current paid period, after which your account will be deactivated.

Free Trial Cancellations

If Surrey Sentinel offers a promotional free trial period, you will not be charged until the trial period ends. If you cancel before the trial expires, no charges will be applied to your payment method.

However, if you forget to cancel before the trial ends and are charged for the first billing period, we do not offer refunds for forgotten trial cancellations. We recommend setting a reminder if you're only evaluating the service.

Payment Failures

If your payment method fails during a billing cycle renewal (for example, due to insufficient funds, an expired card, or your bank's fraud protection), Stripe will automatically attempt to retry the payment up to three (3) times using intelligent retry logic.

During the retry period:

• We'll send you automated email reminders ("dunning emails") asking you to update your payment method
• Your account will remain active while payment retries are in progress

If all retry attempts fail and the outstanding balance cannot be collected:

• Your account will be automatically suspended
• Access to review aggregation, AI drafting tools, and all platform features will be restricted
• To restore access, you'll need to update your payment method and settle the outstanding balance

Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or credit card provider without first contacting our support team, we consider this a breach of commercial trust.

Consequences of fraudulent chargebacks:

• Your account will be immediately and permanently terminated
• We will dispute the chargeback with your bank using your platform activity logs, login history, and IP address records as evidence of service delivery
• You will not be eligible for a refund

Before initiating a chargeback: Please contact us at hello@surreysentinel.co.uk to resolve any billing concerns. We're happy to investigate legitimate billing issues and work with you to find a resolution.

Contact Us

If you have questions about billing, cancellations, or payment issues:

Email: hello@surreysentinel.co.uk

We typically respond within 24 hours during business days.

For full terms, please see our Terms of Service.