This Refund Policy applies to purchases of Sentinel desktop software licenses (digital goods sold as prepaid, multi-year seat licenses) from HEVOCORE LIMITED, trading as HevoCore, made through our website or purchase links. It should be read with our Terms of Service.
1. Nature of the product
Sentinel licenses are delivered electronically. After payment, you receive a license key and can activate the desktop application. Because the product is digital and can be used immediately, refund eligibility is limited as described below—consistent with common practice for downloadable commercial software.
2. 14-day satisfaction window (unused licenses)
If you purchased a self-serve license and have not activated it on any machine, you may request a full refund within fourteen (14) days of the purchase date. Contact [email protected] with your order or transaction id and license id (if shown on the success page).
3. After activation
Once a license key has been successfully activated on a machine, the sale is generally final. We do not refund activated licenses for change of mind, unused seat capacity, failure to use features, or dissatisfaction with intelligence outputs, except where required by applicable law or expressly agreed in writing for an Enterprise order.
4. Exceptions — we will refund or replace when
- You were charged in error (duplicate payment for the same order);
- We cannot deliver a working license key due to a fault on our side;
- A verified technical defect in activation persists after we have had a reasonable opportunity to remediate; or
- A refund is required under consumer or other mandatory law that applies to your purchase.
5. How to request a refund
Email [email protected] with:
- the email used at checkout,
- Paddle (or other) transaction / order id,
- license id if available, and
- a brief reason for the request.
We aim to respond within five business days. Approved refunds are issued to the original payment method via our payment partner and may take additional time to appear on your statement.
6. Chargebacks
Please contact us before filing a chargeback so we can help. Fraudulent or abusive chargebacks may result in suspension of licenses and accounts.
7. Enterprise and custom orders
Enterprise, invoiced, or otherwise negotiated contracts follow the refund and termination terms in that agreement. If none are stated, this policy applies to the prepaid software license portion only.
8. Payment partner
Checkout is processed by Paddle. Where Paddle is merchant of record, refunds may also be subject to Paddle’s buyer policies. We will coordinate with Paddle to process approved refunds.
9. Changes
We may update this policy by posting a revised version with a new effective date. The policy in effect at the time of purchase applies to that order unless a change is required by law.
10. Contact
Refund requests: [email protected].