Refund and Cancellation Policy

Credits, refunds, fees and cancellation, in plain English. No hidden fees.

Effective date: October 26, 2026

This policy explains how credits, refunds and cancellations work for OX Sentinel security services and for OX Command subscriptions. If your signed service agreement says something different, your agreement controls.

1. You only pay for service we can prove

Under our No Proof, No Bill guarantee, every scheduled patrol visit and every hour on post is recorded with the officer's GPS location and a time-stamped photo. Anything we cannot prove is not billed:

Mobile patrol: a scheduled visit without proof is credited at your monthly price divided by the number of visits scheduled that month.
Standing guard: hours from a shift without a GPS check-in on site are listed on your invoice at $0.
Credits are applied automatically on your next invoice and listed in your Monthly Report with the date and reason. You never have to ask.
Fair exceptions (blocked access, emergency services directing the officer away, your request to skip a visit, or unsafe weather or road closures) are documented and reported to you the same day.

2. Questions about a bill

If you think an invoice is wrong, tell us within 30 days of the invoice or Monthly Report by replying to the email or calling (206) 593-2212. We review the GPS and photo record with you and answer within 10 business days. If we billed in error, we correct the invoice or refund the difference.

3. Refunds

If you paid for service we did not provide or could not prove, or if you paid in advance for a period after your cancellation takes effect, we refund the amount to your original payment method within 10 business days.
Refunds to cards may take a few extra days to appear, depending on your bank.
We do not charge restocking, cancellation or administrative fees on refunds.
Please contact us before disputing a charge with your bank, so we can fix it faster.

4. Canceling security services

Mobile patrol plans: the first 90 days are the starting term. After that, service is month to month and you can cancel with 30 days' written notice (email is fine).
Standing guard and other services: as stated in your signed agreement. If your agreement does not say, either side may end service with 30 days' written notice.
You pay only for service provided through the effective cancellation date. We do not charge early-termination fees unless your signed agreement includes one, and any such fee is shown before you sign.
We may end service early if invoices remain unpaid after written notice, or if a site becomes unsafe for our officers. We give written notice and refund any prepaid amount for service not provided.

5. Fees you might see (all listed before you sign)

Your proposal lists every fee that could apply. Common ones are:

Alarm response for patrol clients: $95 per call ($150 without a contract). If you cancel before the officer arrives, the fee is $25.
Lock and unlock stops, extra visits, holiday coverage at 1.5 times the regular rate (New Year's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and Christmas), fixed-time visits instead of random (+25%) and standing officers at Seattle and Eastside sites ($44 an hour for the first 90 days, then $47), as quoted.
Sales tax where it applies, shown separately on your invoice.

No other fees apply unless they are in your signed agreement or you approve them in writing.

6. OX Command subscriptions (businesses that license the platform)

Subscriptions renew monthly unless your order says otherwise. The price and what is included are shown before you subscribe.
You can cancel at any time. Cancellation takes effect at the end of the current billing month, and you keep access until then. We do not charge for later months.
If the service had a major outage or did not work as described and we could not fix it, contact us within 30 days and we will refund the affected period.
Before your account closes, you can ask for an export of your data.

7. Contact us

OX Sentinel Security Services, LLC
9407 NE Vancouver Mall Dr, Ste 104 #6044, Vancouver, WA 98662
(206) 593-2212 · info@oxsentinelsecurityservice.com