This English version is provided for convenience. If it differs from the Turkish text, the Turkish text prevails.
Right of withdrawal
Credits are a service performed instantly in electronic form, so under Article 15(1)(ğ) of the Distance Contracts Regulation there is no statutory right of withdrawal. You are informed of this and asked to confirm it on the payment page.
When we refund
We accept refund requests in these cases:
- Unused package: within 14 days of purchase, if you have not used any of the credits in the package, the full price is refunded.
- Incorrect or duplicate payment: if you paid more than once for the same order, or your payment was received but the credits were not added, the excess is refunded or the credits are added.
- Service unavailable: if the service is unavailable for a long period for reasons on our side, the price of unused credits is refunded.
Partly used packages, free welcome or campaign credits and accounts closed for breaching the Terms of Use are not refunded.
Failed analyses
Credits for analyses that fail because of a technical error are returned to your account automatically; you don't need to ask.
Cancelling a pending order
You can cancel bank transfer orders that have not been approved yet on the Credits page. If you have already sent the money, contact us.
How to request a refund
Write to — from your registered email address with your order code, or use the Feedback section of your panel. Requests are reviewed within 3 working days.
Timing and method
Approved refunds are paid within 14 days using the original payment method:
- Card payments: refunded to your card. How long it takes to appear depends on your bank.
- Bank transfer: refunded to the IBAN of the account you paid from, which must be in your name.
The credits of a refunded package are removed from your account.