Refund and Cancellation Policy

1. Purpose and Scope

1.1 Purpose

This Refund & Cancellation Policy (the “Policy”) explains how subscriptions and services provided by CMHWorks, LLC (trading as “Centry”, “we”, “us”) may be cancelled, when refunds are and are not available, and what happens to customer data after a service ends. It is written to be clear to customers and to be incorporated by reference into Centry’s Terms of Service, Master Services Agreement, order forms and statements of work.

1.2 Services covered

This Policy applies to every Centry offering, including:

Centry Secure — security posture, monitoring and awareness services
Centry Connect — integration, forms, lead and lifecycle services
Centry Host — hosting services
Centry Smart — intelligence and automation services
Managed Services
Professional Services
Consulting
Training
Implementation Services
Hosting Services

It applies to services purchased directly from Centry, through the Centry customer portal, or under an order form, quotation or statement of work that references this Policy.

1.3 Order of precedence

Where a signed Master Services Agreement, order form or statement of work expressly states refund or cancellation terms that differ from this Policy, those negotiated terms control for that engagement, and this Policy governs everything they do not address. Absent such a document, this Policy governs.

1.4 Mandatory consumer rights

Nothing in this Policy limits, excludes or modifies any right or remedy that applicable consumer protection law grants a customer and does not permit us to exclude. Where such a law applies, it prevails over any conflicting provision here.

2. Definitions

Term	Meaning
Billing cycle	The recurring period for which a subscription fee is charged (monthly or annual, unless the order form states otherwise).
Term	The period a subscription is paid for and active, including the current billing cycle.
Prepaid term	An annual or multi-month term paid in advance.
Effective cancellation date	The last day of the then-current billing cycle or prepaid term, unless this Policy or a written agreement states otherwise.
Professional Services	Time- and expertise-based work, including consulting, assessments, compliance engagements, integrations, development, implementation and training.
Third-Party Costs	Amounts Centry pays to a third party on a customer’s behalf or resells to a customer (see §10).
Termination for cause	Suspension or termination by Centry under §11.
Retention period	The window after termination during which customer data may remain recoverable (see §9).

3. General Principles

Customers may cancel at any time. Centry does not require a reason and does not impose cancellation penalties on standard subscriptions.
Cancellation takes effect at the end of the term, not immediately. Customers keep the service they have already paid for through the end of the current billing cycle or prepaid term.
Fees already paid are generally non-refundable. Centry provisions capacity, licences, infrastructure and personnel in advance of the period being billed.
Refunds are available where Centry is at fault or where a charge is an error. Section 6 sets out the qualifying circumstances.
Third-Party Costs follow the third party’s terms, which Centry cannot override.
Nothing in this Policy is a service level commitment. Service credits, where offered, are governed by the applicable service level agreement and are separate from refunds (see §12).

4. Subscription Services

4.1 Monthly subscriptions

A monthly subscription may be cancelled at any time.
On cancellation, the subscription remains fully active until the end of the current billing cycle. Service is not cut off early.
Auto-renewal is switched off; no further charges are made after the effective cancellation date.
No prorated refunds are issued for a partially used billing period. A subscription cancelled mid-cycle is paid for through the end of that cycle.
A cancellation may be reversed (“undone”) at any time before the effective cancellation date, restoring the subscription with no interruption and no additional charge.

4.2 Annual and prepaid-term subscriptions

An annual subscription may be cancelled at any time.
On cancellation, the subscription remains fully active until the end of the prepaid term.
Annual subscription fees are non-refundable, in whole or in part, including where the service is unused or only partially used, except as provided in §6.
To prevent a renewal charge, a cancellation request must be received before the renewal date. Centry sends renewal reminders in advance of that date as a courtesy; the absence of a reminder does not extend the cancellation deadline.
A renewal charge already processed is treated as a new prepaid term and is subject to this section, not to §6.

4.3 Plan changes, upgrades and downgrades

Upgrades take effect immediately and are charged pro rata for the remainder of the current billing cycle.
Downgrades take effect as described in the customer portal at the time of the change. Any resulting credit is applied to future invoices and is not refunded as cash.
Reducing quantities (for example, seats, sites, endpoints or environments) mid-term does not create a refund entitlement for the current term.

4.4 Add-ons and one-time purchases

Recurring add-ons follow the cancellation and refund rules of the subscription they attach to.
One-time purchases (for example, a single assessment, audit or configuration package) are treated as Professional Services under §7 once work has commenced.

4.5 Managed Services

Managed Services are subscription services and follow §4.1 or §4.2 according to their billing cycle. Where a Managed Services agreement specifies a minimum term or a notice period, that agreement controls under §1.3.

5. Free Trials and Evaluations

A customer may cancel at any point during a free trial without charge.
If a trial is not cancelled before it ends, it converts to a paid subscription and standard billing terms apply from the conversion date, including §4.1 and §4.2.
Trial eligibility, duration and feature limits are set out at sign-up. Trials are generally limited to one per customer, per product.
A converted trial does not, by itself, create a refund entitlement. Customers are notified before conversion; the notification is sent to the account contact on record.
Proof-of-concept and paid pilot engagements are not free trials. They are Professional Services and are governed by §7 and their statement of work.

6. Refund Eligibility

Centry will review a refund request and, where the request is substantiated, issue a refund in the following circumstances:

Duplicate billing — the same subscription or service was charged more than once for the same period.
Billing errors — an incorrect amount, an incorrect plan, a charge after a validly submitted cancellation, or a charge to an account that did not authorise it.
Accidental multiple purchases — the same order was submitted more than once in error.
Provisioning failure caused solely by Centry — a paid service that Centry was unable to provision or make available at all, where the failure is attributable solely to Centry and not to customer environment, customer-supplied credentials or access, third-party outage, or a dependency outside Centry’s control.

6.1 How to request a refund

Submit a request through any channel in §8, within 60 days of the charge, including: the account name, the invoice or transaction reference, the amount, and the reason for the request.

6.2 Review and timelines

Step	Target
Acknowledgement of request	2 business days
Decision communicated	10 business days from receipt of a complete request
Approved refund issued	10 business days from the decision

Refunds are issued to the original payment method in the original currency. Centry is not responsible for the receiving bank’s or card issuer’s processing time, or for exchange-rate movement between the original charge and the refund.

6.3 What is outside §6

Refunds are not available for change of mind, unused capacity, internal project cancellation, staff turnover, failure to use the service, dissatisfaction with an outcome that the service was not warranted to produce, or a customer’s failure to cancel before a renewal date.

7. Professional Services

Professional Services include consulting, assessments, compliance engagements, integrations, development, implementation and training.

Professional Services are non-refundable once work has commenced. Work is deemed commenced on the earlier of: the scheduled start date in the statement of work, the first hour recorded against the engagement, or the point at which Centry reserves named personnel or purchases materials for the engagement.
Deposits, retainers and mobilisation fees are non-refundable once work has commenced, and are credited against the engagement fee.
Before work commences, a customer may cancel a Professional Services engagement and receive a refund of amounts paid, less any Third-Party Costs already incurred and any documented preparation costs.
Cancelling or rescheduling scheduled work at short notice may incur the charges stated in the statement of work. Where the statement of work is silent, Centry may charge for time it has reserved and cannot reasonably reallocate.
Milestone and fixed-fee engagements: amounts invoiced for delivered or accepted milestones are non-refundable. Work in progress at cancellation is charged at the rates in the statement of work.
Training: seats cancelled at least 5 business days before the scheduled delivery date may be rescheduled or credited. Non-attendance is charged in full. Delivered training, and training materials issued to the customer, are non-refundable.
Deliverables: Centry hands over work product completed and paid for as at the cancellation date. Cancellation does not entitle a customer to deliverables that have not been paid for.

8. Cancellation Procedures

A cancellation request may be submitted through any of the following. All four are equally valid; a customer need only use one.

Method	Detail
Customer portal	Self-service cancellation in your Centry portal — the fastest route, and the one that shows the exact end-of-service and data-deletion dates before the request is confirmed.
Support ticket	Account → Support in your Centry portal: choose Billing as the request type. Requests raised here reach the Centry support team directly and are tracked in the portal.
Email	[email protected] — mark it for the attention of Billing. Replying to any Centry system email also reaches the support inbox.
Account representative	Contact your named Centry account representative, where one is assigned.

8.1 Requirements for a valid request

The request must come from an account owner, account administrator, or an authorised signatory of the customer. Centry may decline to act on a request from an unverified contact.
The request must identify the account and the services to be cancelled.
Centry will confirm every cancellation in writing, stating the effective cancellation date, that no further billing will occur, the data retention window, and the date after which data may be permanently deleted.

8.2 Timing

A request is effective when received by Centry through one of the channels above.
Notice given informally — for example, in conversation, to an individual employee who is not the assigned representative, or by removing payment details — is not a valid cancellation and does not stop billing.
Removing or invalidating a payment method is not a cancellation. Fees continue to accrue and the account will enter the standard non-payment process.

8.3 Reversing a cancellation

Before the effective cancellation date, a cancellation may be reversed through any channel in §8, restoring the service with no interruption and no additional charge.

9. Account Suspension, Data Retention and Deletion

Centry does not delete an account the moment it stops being paid for. This section sets Centry’s account-lifecycle and data-retention policy. Where it differs from a previously recorded decision, this Policy is the change, and the earlier decision is amended to match (see ADR-POL-01).

9.1 Suspension, not deletion

When a term ends — by cancellation, by an unpaid trial, or by a lapsed dunning window — the account is suspended, not deleted:

Services stop: scanning, monitoring, reporting, agents, integrations and API access are switched off.
Login and billing stay available. The customer can still sign in and manage payment.
Data is kept, intact.
A successful payment at any time before purge fully reactivates the account, with all services resuming and zero data loss — usually within seconds.

9.2 The retention window and purge

Suspension is followed by a 30-day grace window, after which operational data is permanently purged — scans, reports, monitoring records, agent data and stored credentials. A trial that is never paid for therefore purges at day 60 (30-day trial plus 30-day grace).
Purge is irreversible. Returning to Centry afterwards means a new subscription and a new, empty account; the previous data cannot be restored.
Reminders are sent before deletion, including 7 days and 1 day beforehand.
The deletion date shown to the customer governs. Centry states the exact data-deletion date on the cancellation confirmation screen and in the confirmation email, alongside the end-of-service date. Where that stated date and the indicative window in this section differ, the stated date is the commitment.

The trial, grace and purge durations are configuration, not code, and are set in the Billing Catalog without a deployment. Changing them changes this Policy, and the published version is what Centry is held to.

9.3 Exporting your data

Customers are responsible for exporting their data before termination. Export tools are available in the customer portal while the account is active, and remain reachable during suspension because login stays available. Centry recommends completing exports before the effective cancellation date.

Assistance with an out-of-band export requested after purge is not possible; before purge it may be provided as a chargeable Professional Services engagement, subject to availability.

9.4 What is kept regardless

Billing and legal records are retained after purge — invoices, payment records and audit records Centry is required to keep for legal, tax, accounting, security or audit purposes — and are handled in accordance with the Centry Privacy Policy.
Backups cycle on their own schedule and are purged in the ordinary course.

9.5 What this section does not cover

Retention settings inside an active account are a product feature, not a consequence of cancellation. Where a product applies its own retention rule to records within a live account — for example anonymising an offboarded user’s personal data after a configured window — that product’s setting governs, and this section does not override it.
Where an account is terminated for cause under §11, Centry may shorten or decline the grace window, subject to applicable law.

10. Third-Party Costs

Centry frequently procures, resells or passes through goods and services supplied by third parties. These are billed on the third party’s terms, are typically non-cancellable and non-refundable once purchased, and are excluded from every refund and money-back provision in this Policy, including the Centry Host guarantee in §13.

Non-refundable Third-Party Costs include, without limitation:

Domain registrations, renewals and transfers
SSL/TLS certificates
Microsoft licences and subscriptions
Amazon Web Services (AWS) charges
Microsoft Azure charges
Cloudflare charges
Premium WordPress plugins
Premium WordPress themes
Any other third-party software licence, subscription, marketplace purchase or usage-based cloud charge procured for the customer

Where a third party does provide a refund or credit to Centry for such an item, Centry will pass through the amount actually received, less any non-recoverable processing fees.

11. Abuse, Fraud and Termination for Cause

Centry may suspend or terminate any service, immediately and without refund, where it reasonably determines that a customer or a user of the customer’s account has engaged in:

fraud, including payment fraud, chargeback abuse and misrepresentation of identity;
abuse of the service, of Centry personnel, or of other customers;
activity that presents a security threat to Centry, its customers, or its infrastructure;
unlawful activity, or use of the service to facilitate unlawful activity; or
a material breach of the Centry Terms of Service, Acceptable Use Policy, or an applicable agreement.

No refund, credit or money-back guarantee is available in these circumstances, and any outstanding fees for the remainder of the term become immediately due. The reason for suspension or termination is recorded. Where circumstances allow, Centry will give notice and an opportunity to cure; where the risk is immediate, it may act first and notify afterwards.

11.1 Chargebacks

Initiating a chargeback or payment dispute without first raising the matter with Centry under §6 may result in suspension of the account until the dispute is resolved. Centry will supply transaction records to the card issuer or payment provider. Reversed or disputed amounts, and any fees the payment provider charges as a result, remain the customer’s responsibility where the underlying charge was valid.

12. Service Credits Are Not Refunds

Where a service level agreement applies, remedies for missed service levels are service credits applied against future invoices. Service credits are the sole and exclusive remedy for service level shortfalls, are not payable in cash, and are separate from and additional to the refund provisions of this Policy.

13. Centry Host — 30-Day Money-Back Guarantee

Newly provisioned hosting accounts carry a 30-day money-back guarantee, measured from the date the hosting account is first provisioned.
Within that window, a customer may cancel and receive a refund of the hosting plan fee paid for the initial term.
The guarantee excludes, and no refund is available for:
domain registrations
SSL certificates
migration services
software licences
third-party services
cloud infrastructure charges
any other Third-Party Cost under §10
Renewal hosting fees are non-refundable. The guarantee applies once, to the initial term of a newly provisioned account.
The guarantee does not apply to: accounts reinstated after cancellation, second and subsequent accounts opened by the same customer for the same workload, upgrades or plan changes on an existing account, or accounts terminated for cause under §11.
Domains registered as part of a hosting order remain the customer’s to transfer out, subject to registry transfer rules, and are charged for regardless of the refund.

14. Taxes, Fees and Currency

Refunds exclude, and Centry does not reimburse, payment processing fees, currency conversion losses, and bank or intermediary charges, except where the refund arises from a Centry billing error under §6.2. Taxes are refunded only to the extent Centry is able to recover them from the relevant tax authority.

15. Policy Updates

Centry may update this Policy from time to time. The updated version becomes effective when published at the location referenced in the customer agreement or on the Centry website. Material changes will be identified by an updated version number and effective date. Continued use of the services after publication constitutes acceptance of the updated Policy. The version of the Policy in force at the time a charge is incurred governs that charge.

16. Contact

Purpose	Contact
Cancellations and service changes	Account → Support in your Centry portal, or [email protected]
Billing questions and refund requests	The same channels, choosing Billing as the request type
Telephone	Toll free +1 (866) 268-0043
Postal	CMHWorks, LLC, 19287 Lincoln Rd., Purcellville, VA 20132

This Policy is governed by the laws of the Commonwealth of Virginia, United States, subject to §1.4.