Refund Policy

Effective Date: 1 September 2026 Last Updated: 1 September 2026 Version: 1.0

1. Scope

This Refund Policy applies to paid subscriptions to the Sentinel Platform operated by Custody Agents S.L. (CIF B24890931). It forms part of our Terms of Service.

2. Sentinel Pro

2.1 Free Trial

Pro subscriptions include a one-month free trial. No charge is taken during the trial. You may cancel at any point during the trial and you will not be billed.

2.2 EU and UK Right of Withdrawal

Where you qualify as a consumer under EU or UK law, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason.

Because the Platform is digital content supplied immediately, by starting your subscription you request immediate supply and acknowledge that you lose the right of withdrawal once supply has begun, to the extent permitted by law. Notwithstanding this, we voluntarily offer the good-faith refund in section 2.3 below.

2.3 Good-Faith Refund on First Paid Period

If you are dissatisfied within 14 days of your first paid charge (that is, the first charge after your trial ends), contact us and we will refund that charge in full.

2.4 Subsequent Billing Periods

After the first paid period, subscriptions are non-refundable for periods already commenced. You may cancel at any time to stop future charges. Cancellation takes effect at the end of the current billing period, and you retain access until then. We do not pro-rate partial months.

2.5 How Refunds Are Processed

Paddle.com Market Ltd. is the Merchant of Record for Pro subscriptions and processes refunds. You may contact Paddle directly at paddle.net, or contact us at privacy@custodyagents.com and we will raise the request with Paddle on your behalf. Refunds are returned to the original payment method. Timing depends on your payment provider and is typically 5 to 10 business days after approval.

3. Sentinel Advisor, Principal, and Enterprise

These tiers are not currently sold through public self-service checkout. Refund and cancellation terms are governed exclusively by the applicable engagement letter or order form.

4. Exceptions and Discretionary Refunds

We will refund outside the terms above where:

• you were charged in error, or charged twice for the same period;
• the Platform was materially unavailable for an extended period during your billing cycle;
• a charge on your account was not authorised by you.

Contact privacy@custodyagents.com with the details.

5. Refunds We Do Not Provide

We do not provide refunds for:

• dissatisfaction with the substance of governance recommendations or assessment output, where the Platform functioned as described. Sentinel is analytical tooling and professional judgement remains yours;
• any loss, theft, or inaccessibility of digital assets. We never hold or control your assets or keys and cannot compensate for asset loss;
• accounts suspended or terminated for breach of the Terms of Service;
• periods during which you retained access but chose not to use the Platform.

6. Cancelling

Cancel from your account settings on the Platform, or contact privacy@custodyagents.com. For Pro, you may also manage the subscription through your Paddle receipt or at paddle.net.

7. Contact

Custody Agents S.L. Billing, cancellations, and refunds: privacy@custodyagents.com

END OF REFUND POLICY