Billing & Payment Terms

1. Scope

These Billing & Payment Terms govern how SentinelGrid invoices you and how you pay, including through the client billing portal at billing.sentinelgrid.us. They apply to monthly managed IT plans and to one-off work such as projects, on-site visits and out-of-scope requests.

They do not set the fees. Your rates, the beta rate hold, pass-through costs and late-payment consequences are in section 7 of the Managed IT Service Terms, and the amounts specific to you are in your statement of work. Where a signed statement of work and this page disagree, the statement of work governs.

Our general Terms of Service and Privacy Policy continue to apply.

2. The Billing Portal

The billing portal shows your current plan, your next billing date and your invoice history. Every figure it shows is read from Stripe at the moment you load the page. SentinelGrid does not keep its own copy of your balance, so what you see is what our payment processor holds, not a summary that could drift out of date.

Access is through your SentinelGrid portal account. There is no separate password. Which people at your organisation can see billing is controlled by you: organisation managers can see it, and anyone else needs to be granted billing access explicitly. An ordinary employee having a portal login does not give them sight of your invoices.

The portal is provided for convenience. It is not a statement of account for accounting or tax purposes, and an error in what it displays does not change what is actually owed under your statement of work.

3. How Payments Are Processed

Card and bank payments are processed by Stripe, Inc., not by SentinelGrid. When you enter payment details you are on a page hosted and served by Stripe, and your card number, expiry and security code go directly to Stripe.

SentinelGrid never receives, stores, processes or transmits your full card number. Our systems hold only a reference to your customer record at Stripe. We can see the type of card and its last four digits as Stripe reports them; we cannot see anything that would let us charge a card outside the mechanisms described here.

Your use of Stripe is subject to the Stripe Services Agreement and the Stripe Privacy Policy. Stripe is listed on our Subprocessors page.

4. Payment Methods & Authorisation

We accept the payment methods Stripe makes available to us, which normally include major credit and debit cards and digital wallets such as Apple Pay and Google Pay. We may also accept cheque, bank transfer or another agreed method; see section 6.

Recurring authorisation. By starting a subscription and saving a payment method, you authorise SentinelGrid to charge that payment method the recurring amount for your plan on each billing date, and to charge it for one-off amounts you have separately approved, until you cancel. Charges recur monthly in advance until the subscription ends.

You may update or remove a saved payment method at any time from the billing portal, which opens Stripe's own secure page to do it. Removing every payment method does not cancel your service or waive amounts already due; it means future invoices will be sent for you to pay instead.

Where a payment is taken in person, for example a card or digital wallet payment on a SentinelGrid device at your site, the same rules apply: the payment page is Stripe's, and no card details reach us.

5. Invoices, Due Dates & Receipts

Monthly plan fees are billed in advance. One-off work is invoiced after it is performed unless the statement of work says otherwise. Invoices are payable within 14 days unless a different term is stated on the invoice itself, consistent with section 7 of the Managed IT Service Terms.

Invoices are delivered by email to the billing address you give us, and are also available in the billing portal with a downloadable PDF. Keeping that address current is your responsibility, and non-receipt of an emailed invoice does not extend a due date where the invoice was available in the portal.

If a payment method is on file, an invoice is charged to it automatically on issue. If not, the invoice is sent for you to pay.

Consequences of late payment, including suspension of non-critical services after written notice, are set out in section 7. We do not withhold access to your own data, credentials or documentation over a billing dispute.

6. Payments Made Outside Stripe

You may settle an invoice by cash, cheque, bank transfer or another method we have agreed in writing. When you do, we record the payment against that invoice in Stripe, including the method used and the date, so the invoice shows as paid in your billing portal and in your history.

A payment made outside Stripe is credited when we record it, not when you send it. If you have paid by a method that does not notify us automatically, tell us so it can be recorded promptly. An invoice that remains unpaid in the portal because we were not told of an out-of-band payment is still an unpaid invoice for the purposes of section 5.

We do not accept cryptocurrency, and we do not accept payment from a third party on your behalf without written agreement in advance.

7. Failed Payments

If a scheduled charge fails, Stripe will retry it on a schedule it determines, and you will normally receive an automated notice from Stripe. We are also notified. You remain responsible for the amount due regardless of whether an automated retry succeeds.

Repeated failure is treated as non-payment under section 7 of the Managed IT Service Terms. We will contact you before any service consequence takes effect.

We do not charge a separate fee for a failed payment. If your bank charges you one, that is between you and your bank.

8. Refunds & Credits

Monthly plan fees. Plan fees pay for a month of service in advance and are not refundable for a partial month. If you cancel, service continues to the end of the period you have paid for. There is no exit fee and no minimum term, so cancelling costs you nothing beyond the period already paid.

Project and hourly work. Work that has not yet been performed is refundable in full. Work already performed is not refundable, because the time has been spent. Where a project is stopped part way, you are charged for the hours worked to that point and the balance is refunded or credited.

Billing errors. If we invoice you for something you did not agree to, or for the wrong amount, we correct it. Tell us within 60 days of the invoice date and we will refund or credit the difference. We would rather fix a billing error than argue about it.

Refunds are returned to the original payment method where possible. Where that is not possible, for example a card that has since expired, we will agree another route with you. A refund to a card typically takes five to ten business days to appear, which is Stripe and your bank, not us.

We may issue a credit against a future invoice instead of a refund where you prefer it, but we will not force a credit on you in place of a refund you are entitled to.

9. Cancellation

Managed IT plans are month to month with 30 days' notice either way and no exit fee, as set out in section 13 of the Managed IT Service Terms. Notice by email to support@sentinelgrid.us is sufficient; you do not need to use any particular form.

Cancelling stops future billing at the end of your notice period. It does not cancel invoices already issued for work already performed.

Removing your payment method is not a cancellation. Tell us in writing.

10. Disputes & Chargebacks

If you believe a charge is wrong, contact us first at support@sentinelgrid.us. We will look at it and, where we agree, refund or credit it under section 8. Most billing problems are a mistake on someone's part and are quicker to fix directly than through a bank.

Raising a chargeback with your bank before contacting us costs us a non-refundable fee from our payment processor whatever the outcome, and it freezes the amount while the bank decides, which usually takes weeks. We ask that you give us the chance to resolve it first.

Where a chargeback is raised on a charge that was validly owed, we may recover the disputed amount and any processor fee as a debt, and we may require future payment in advance by a method that cannot be reversed. We will always tell you before doing either.

Nothing here limits any right you have under applicable law to dispute a charge with your card issuer.

11. Sales Tax

SentinelGrid is run by Gridhouse LLC, a Wyoming limited liability company, with its office in Orlando, Florida. We do not currently add sales tax to our invoices. Prices shown on our pricing page and on your invoices are the amounts payable.

If we become required to collect sales tax, or determine that we are, tax will be calculated and shown as a separate line on your invoice from that point forward. We will tell you before that happens. We will not apply tax retroactively to invoices already issued.

Taxes arising on your side, including any use tax you may owe on services purchased, remain your responsibility, consistent with section 7 of the Managed IT Service Terms. Nothing on this page is tax advice, and you should take your own advice on your obligations.

12. Price Changes

Your per-user, per-device and minimum rates are held for the first 24 months of service from your start date under the beta rate commitment in section 7. Within that period your monthly total changes only when your own counts change: a new hire or a new server is added at the same held unit rate, and a leaver comes off the bill from the next month.

Outside a rate hold, we will give at least 30 days' written notice of a price change before it takes effect, and you may cancel under section 9 if you do not accept it. We will not change a price that is fixed in a signed statement of work without your written agreement.

Third-party costs passed through at cost, such as licences, may move when the vendor moves them. We pass on the actual change and nothing more, and always with your approval first.

13. Billing Data We Hold

SentinelGrid's billing systems store a mapping between your organisation and your customer record at Stripe, and a log of billing events for support and audit purposes. Invoices, subscriptions, payment methods and payment history are held by Stripe, not duplicated by us.

We can see your billing email address, your business address where you have given one, your plan and quantities, invoice amounts and their status, and the brand and last four digits of a saved card as Stripe reports them. We cannot see your full card number, and we cannot see the bank credentials behind a transfer.

How this information is used, how long it is kept and what rights you have over it are set out in the Privacy Policy. Financial records are retained for as long as tax and accounting law requires, which is longer than we keep most other data.

14. Changes to These Terms

We may update these Billing & Payment Terms. The effective date at the top of this page always reflects the current version. Where a change materially affects what you pay or how you may dispute a charge, we will give at least 30 days' notice by email before it applies to you.

Changes never apply retroactively to invoices already issued.

15. Contact

Billing questions, corrections and cancellations:

• Email: support@sentinelgrid.us
• Billing portal: billing.sentinelgrid.us
• Client portal: portal.sentinelgrid.us

SentinelGrid is run by Gridhouse LLC, a Wyoming limited liability company, with its office in Orlando, Florida. These terms are governed by the law of the State of Florida, and the dispute-resolution provisions of our Terms of Service apply.