Cancellation and Refund Policy

SECTION 1Scope and definitions

This policy governs the cancellation and refund terms of the software-as-a-service (SaaS) subscriptions provided by [TİCARET UNVANI] under the Pro/Ref brand.

• Subscription term: The prepaid usage period, monthly or annual, according to the plan purchased.
• Cancellation: Stopping the automatic renewal of the subscription. Cancellation takes effect at the end of the paid term.
• Refund: Returning all or part of a paid amount to the instrument used for payment.
• Unused service: The case where all the conditions defined in Section 3 below are met.

SECTION 2Right of withdrawal and statutory exception

The service is a digital service whose performance begins in the electronic environment the moment payment is approved. Pursuant to subparagraphs 15/1-(ğ) and 15/1-(h) of the Regulation on Distance Contracts, this service falls within the exceptions to the right of withdrawal: the right of withdrawal ends once the BUYER consents at the payment step to immediate performance.

Furthermore, the provisions on the right of withdrawal do not apply at all to corporate buyers (merchants) who are not consumers within the meaning of Law No. 6502.

Although no statutory right of withdrawal exists, the refund options set out in the following sections are offered as a commercial undertaking; they do not limit any rights arising from consumer legislation.

SECTION 314-day unused service guarantee

If an application is made within 14 days of the first purchase date and all of the following conditions are met, the full amount paid is refunded:

1. No evaluation cycle has been published,
2. No evaluation invitation/link has been sent to any participant,
3. No report has been generated or exported (PDF/XLSX),
4. The request relates to the organization's first (initial) subscription term.

The guarantee may be used only once per organization. Whether the conditions are met is determined from system usage records, and the outcome is shared with the applicant.

SECTION 4Cancelling the subscription

1. The subscription may be cancelled from the subscription screen in the organization panel or by writing to destek@proref360.com, at the latest 1 day(s) before the renewal date. The cancellation request must be submitted by a user with subscription management permission in the organization.
2. Cancellation stops automatic renewal; it does not end the ongoing term. The service continues to be provided unchanged until the last day of the paid term, at which point access is closed.
3. For the ongoing term, no pro-rata refund is made for remaining days — except under the guarantee in Section 3 and the cases in Section 7. This is because plan capacity is allocated at the beginning of the term and cycle/report capacity is kept available throughout it.
4. Cancellation requests submitted after the renewal date take effect for the following term, not the new one.

SECTION 5Refund process and timeframes

1. Refund requests are submitted to destek@proref360.com stating the organization name, invoice number and reason for the refund. The request is assessed within 5 business days at the latest and the outcome is notified in writing.
2. Approved refunds are transferred to the instrument used for payment (card or bank account) within 14 days at the latest. For card payments, the time for the amount to appear on the card depends on the bank and may take a further 2–10 business days; this period is outside the SELLER's control.
3. Where required, a refund invoice is issued for the refunded amount, or the existing invoice is cancelled/amended in accordance with legislation.
4. Refunds of payments made by bank transfer/EFT are made only to the account from which the payment originated.

SECTION 6Items outside the scope of refunds

The following items are not refunded once performed:

• Setup, data migration, in-house training and consultancy services already performed,
• Bespoke features and integration work developed at the organization's request,
• Used one-off packs (additional participants, additional cycles, additional report credits, etc.) — unused portions remain valid until the end of the term and are not refunded,
• Usage fees for SMS and e-mail notifications sent at the organization's request,
• Fees for subscriptions suspended or terminated due to breach of the terms of use.

SECTION 7Cancellation and outages attributable to the seller

1. If the SELLER ceases to provide the service or ends the subscription without fault of the BUYER, a refund pro-rated to the remaining days of the paid term is made.
2. Excluding planned maintenance windows, if monthly availability falls below the %99,5 target, the BUYER may request a service credit calculated on the fee for the relevant month. The request must be submitted within 30 days following the month in which the incident occurred.
3. If a permanent reduction in scope materially affecting the BUYER's use is made to the service, the BUYER may terminate the subscription within 30 days of the notice and request a refund pro-rated to the remaining term.

SECTION 8Plan changes

1. Upgrade: A higher plan may be selected during the term. The difference is calculated pro-rata to the remaining days of the term and charged; the new limits take effect immediately after collection.
2. Downgrade: A move to a lower plan takes effect at the end of the current term; no refund is made for the ongoing term. The limits of the new plan apply as of the date the downgrade takes effect.
3. If, upon downgrade, existing data exceeds the limits of the new plan, the SELLER informs the BUYER; data is not deleted, but creation of new records is restricted by the limit.

SECTION 9Failed payment, delay and suspension

1. If a renewal payment fails, the BUYER is notified by e-mail and the payment is retried automatically several times.
2. If payment is not completed within 5 days of the first notice, the service is suspended. User sign-in is closed during suspension; data is not deleted.
3. Once payment is completed, the service is reopened without any additional charge.
4. If the suspension continues, the subscription is terminated and the data retention/deletion schedule in Section 10 applies.

SECTION 10Status of data after cancellation

1. When the subscription ends, the BUYER may download its data using the standard export tools (XLSX/PDF) for 30 days. If requested within this period, access is opened solely for export purposes.
2. After the export window closes, data is permanently deleted or irreversibly anonymized within at most 90 days. Records subject to statutory retention obligations (e.g. financial records) are retained separately for the relevant period.
3. For details, the KVKK Privacy Notice and the Data Processing Agreement (DPA) signed with the organization apply.

SECTION 11Application channels and disputes

Applications

• E-mail: destek@proref360.com
• Billing and payment matters: fatura@proref360.com
• Phone: [TELEFON]
• Organization panel → Support screen (a ticket is opened and the response is tracked in the panel)

Disputes

Where the BUYER is a consumer, applications may be made to Consumer Arbitration Committees and Consumer Courts within the monetary limits announced annually by the Ministry of Trade. For corporate buyers, the jurisdiction clause in Article 13 of the Distance Sales Agreement applies.