Refund Policy

Last updated: June 5, 2026

This Refund Policy explains how refunds, subscription cancellations, subscription renewals, Pay-As-You-Go AI usage charges, and billing disputes are handled for WooSentinel services.

WooSentinel uses Paddle as its authorized reseller, payment processor, billing provider, and merchant of record for subscription and billing transactions. Payments, refunds, chargebacks, tax handling, and certain buyer rights for transactions processed through Paddle are subject to Paddle’s Buyer Terms and Conditions and Paddle’s Refund Policy.

If there is any inconsistency between this Refund Policy and Paddle’s applicable Buyer Terms, Refund Policy, or mandatory consumer protection rules, Paddle’s applicable terms and the highest level of mandatory consumer rights will apply for the relevant transaction.

1. Global Refund Policy

Unless required by applicable law, all WooSentinel subscription payments, renewals, one-time payments, add-ons, wallet top-ups, Pay-As-You-Go AI charges, metered usage, consumed credits, and other digital service transactions are generally non-refundable and non-exchangeable once processed, delivered, accessed, used, or consumed.

Paddle may issue refunds on a discretionary basis or where a customer exercises an applicable statutory withdrawal, cancellation, or refund right.

Refunds will not be issued where there is evidence of fraud, refund abuse, chargeback abuse, manipulation, misuse of the platform, or other improper behavior.

This Policy does not limit any mandatory consumer rights you may have under applicable law, including rights relating to products or services that are not as described, faulty, materially defective, or not fit for purpose.

If a refund is approved and processed for a WooSentinel transaction, access to the relevant paid service, subscription, plan, add-on, wallet credit, AI usage entitlement, or related product feature may cease.

2. Country-Specific Consumer Refund Rights

Where local consumer protection laws grant mandatory withdrawal, cancellation, or refund rights for digital content, digital services, subscriptions, or software products, those rights will apply and override any conflicting part of this Policy.

2.1 European Union, EEA, Switzerland, and United Kingdom

Consumers in the European Union, EEA, Switzerland, and the United Kingdom may have a 14-day statutory right to withdraw from certain digital content or service contracts and receive a full refund.

This right generally applies to one-time purchases and to the first payment under a subscription contract. It generally does not apply to later subscription renewal payments, except where applicable law or Paddle’s policy provides otherwise.

If a subscription includes a free trial period, the applicable withdrawal period may begin after the free trial ends and the first paid transaction is completed.

For customers who completed a transaction in the United Kingdom and purchased an annual subscription, a new 14-day withdrawal period may apply when the annual subscription automatically renews.

The statutory right to withdraw may not apply to digital content or digital services that have started to be downloaded, accessed, streamed, used, consumed, or otherwise delivered after you gave express consent to begin performance and acknowledged that your withdrawal rights may be lost or limited.

2.2 Turkey and Israel

Consumers in Turkey and Israel may have a 14-day statutory right to withdraw from certain digital content or service contracts and receive a refund, subject to applicable law and Paddle’s policy.

2.3 South Korea, Brazil, China, and Canada

Consumers in South Korea, Brazil, China, and Canada may have a 7-day unconditional right to cancel certain digital content or service contracts after delivery and receive a refund, subject to applicable law and Paddle’s policy.

2.4 Singapore

Consumers in Singapore may have a 5-day unconditional right to cancel certain digital content or services after delivery or first access and receive a refund, subject to applicable law and Paddle’s policy.

To exercise any applicable statutory withdrawal, cancellation, or refund right, you must submit your request within the required period from the transaction date using Paddle’s refund request process or the billing links provided in your purchase receipt.

3. Subscriptions and Renewals

WooSentinel subscriptions are billed on a recurring monthly or yearly basis depending on the selected plan.

You may cancel your subscription at any time through your billing portal, account settings, Paddle receipt, or Paddle subscription management link.

Cancellation prevents future billing but does not automatically create a refund for the current billing period.

Subscription renewals are generally non-refundable once processed, unless required by applicable law or approved by Paddle on a discretionary basis.

You are responsible for canceling your subscription before the next billing date if you do not want the subscription to renew.

4. Pay-As-You-Go AI Usage, Wallet Credits, and Metered Charges

WooSentinel may provide usage-based AI services, wallet-based billing, metered AI features, token-based AI processing, or Pay-As-You-Go AI usage.

AI usage charges, wallet deductions, consumed wallet credits, consumed top-up balances, token usage, metered processing fees, and AI-generated service usage are generally non-refundable once the service has been used, processed, accessed, delivered, or consumed.

This includes, but is not limited to:

  • AI Copilot chat usage
  • AI incident reasoning
  • AI ROI summaries
  • AI-generated operational insights
  • AI Action Queue recommendations
  • Token-based or usage-based AI processing
  • OpenAI-backed or deterministic AI processing performed inside WooSentinel

Where required by applicable law, mandatory consumer rights will still apply.

5. Add-Ons and One-Time Transactions

Add-ons, wallet top-ups, one-time purchases, usage credits, or additional paid features connected to a WooSentinel subscription may expire, become unavailable, or stop functioning when the main subscription ends, unless otherwise stated.

Refund eligibility for add-ons, wallet top-ups, one-time transactions, and usage-based services follows the same general criteria as the main transaction, unless applicable law requires otherwise.

Digital items, AI services, wallet credits, add-ons, or usage entitlements that are delivered, made available, accessed, or consumed immediately may be non-refundable once delivered or consumed, except where required by law.

6. Technical Issues or Product Defects

If you experience persistent technical problems, material service defects, or issues that prevent reasonable access to WooSentinel features as described, please contact WooSentinel support first so we can attempt to investigate and resolve the issue.

If the issue cannot be reasonably resolved, you may contact Paddle support and provide details of the issue, your transaction information, and any response received from WooSentinel.

Where there is evidence of a material technical defect, product defect, or failure to provide the purchased service as described, Paddle may issue a refund in accordance with applicable consumer protection laws and Paddle’s Refund Policy.

7. Duplicate, Unauthorized, or Incorrect Charges

If you believe you were charged incorrectly, charged multiple times, or experienced unauthorized billing activity, please contact WooSentinel support and/or Paddle support as soon as possible with your account email address, Paddle transaction ID, receipt, and a description of the issue.

Paddle’s transaction records may be used to verify refund eligibility, transaction timing, payment status, and billing history, but they will not override any mandatory statutory rights you may have.

If the issue is verified, a full or partial refund may be issued where appropriate, subject to Paddle’s Refund Policy, applicable law, and the specific facts of the case.

8. Discretionary Refunds

Outside mandatory statutory rights, Paddle may, at its sole discretion, issue a refund if a refund request is submitted within the discretionary refund period stated in Paddle’s Refund Policy.

Submission of a refund request does not guarantee approval.

Refund requests may be reviewed on a case-by-case basis and may consider factors such as:

  • Time since the transaction
  • Nature of the product or service
  • Reason for the request
  • Amount of service usage
  • AI consumption
  • Wallet credit usage or deductions
  • Account activity
  • Billing history
  • Evidence provided
  • Applicable contractual terms
  • Applicable consumer protection laws

Paddle or WooSentinel may approve a refund in full, approve a partial refund, or decline the request. Any discretionary refund is voluntary and does not create an obligation to provide refunds in the future, including for similar requests.

9. Chargebacks and Payment Disputes

We encourage customers to contact WooSentinel support or Paddle support before initiating a chargeback, payment reversal, or payment dispute with a bank, card issuer, or payment provider.

If a chargeback, payment reversal, or payment dispute is initiated, access to the relevant WooSentinel product, subscription, plan, add-on, wallet balance, or AI service may be temporarily suspended while the matter is reviewed.

Paddle may provide the payment provider with relevant transaction details, billing records, product access information, usage information, and, where applicable, evidence of your consent to begin digital service delivery or waive statutory withdrawal rights.

This does not affect any lawful rights you may have to dispute a charge under applicable card-scheme rules or consumer protection laws.

10. Refund Processing

Approved refunds are processed by Paddle and returned to the original payment method where possible.

Refund processing times may vary depending on Paddle, your bank, your card issuer, your payment provider, and the payment method used.

If eligible, Paddle generally processes approved refunds using the same payment method where possible and within the processing period stated in Paddle’s Refund Policy.

11. How to Withdraw, Cancel, or Request a Refund

To withdraw, cancel, or request a refund for a WooSentinel transaction processed through Paddle, you may use one of the following methods:

  • Use the “View receipt” or “Manage subscription” link in your Paddle transaction confirmation email.
  • Use the billing portal or subscription management link available from your WooSentinel account, where available.
  • Submit a request through Paddle’s buyer support site at paddle.net.
  • Contact WooSentinel support at support@woosentinel.com so we can help direct you to the correct billing or refund process.

When contacting WooSentinel support, please include:

  • Your WooSentinel account email address
  • Your Paddle transaction ID or receipt
  • The subscription plan, add-on, wallet top-up, or AI usage charge involved
  • A clear description of the issue
  • Supporting screenshots, logs, or evidence if available

If a transaction is not eligible for a refund, you may still cancel your subscription at any time to prevent future billing. Cancellation will usually take effect at the end of the current billing period unless Paddle or applicable law provides otherwise.

12. Updates to This Policy

WooSentinel may update this Refund Policy from time to time to reflect changes to our services, billing model, Paddle requirements, legal obligations, or operational practices.

The version of this Policy in effect at the time of your transaction will generally apply to that transaction, subject to Paddle’s applicable terms and mandatory consumer protection laws.

13. Governing Law

This Refund Policy and WooSentinel’s supplier-side relationship with customers are governed by the laws of Bangladesh, without regard to conflict of law principles, except where applicable consumer protection laws provide otherwise.

For transactions processed by Paddle, payment, refund, chargeback, tax, buyer protection, and transaction-related matters may also be governed by Paddle’s Buyer Terms and Conditions, Paddle’s Refund Policy, and the laws or dispute resolution provisions stated in Paddle’s applicable terms.

Nothing in this Policy limits any non-waivable consumer rights or mandatory legal protections available to you under the laws of your country or region.

14. Contact

WooSentinel Support: support@woosentinel.com

Billing Provider: Paddle

Paddle Buyer Support: paddle.net