Scope
This policy covers one-off test orders placed through the panel and subscriptions.
Where a separate order form has been drawn up under the Enterprise package, its refund terms prevail over this page.
When payment is taken
Signing up is free. You can select criteria, see the price and stop there; payment is taken only when you confirm the scope.
Subscriptions are charged at the start of each period.
Cancelling before a test starts
If the test has not started, we refund in full. No deduction is applied.
Telling us through the panel or by email is enough; you do not have to give a reason.
"Not started" means we have not yet produced the test plan and have run no scenarios. The status of the test is visible in the panel at all times.
Cancelling after a test starts
Once a test has started, the part carried out is invoiced and the remainder refunded.
The part carried out is calculated as the ratio of scenarios run to total scenarios. That ratio is visible live in the panel, frozen at the moment of cancellation, and used in the refund calculation.
The findings produced up to that point are delivered to you even though you cancelled. You are never left without the work you paid for.
Where the re-test round has not been carried out, its share is refunded.
A worked example
Say you bought a Release package of 520 scenarios and cancelled after 130 had been run.
The proportion carried out is 25%. You are invoiced 25% of the fee, 75% is refunded, and the findings produced so far are delivered to you.
Cancelling a subscription
Uncommitted subscriptions can be cancelled at any time, effective at the end of the period. The fee for the period already started is not refunded; the service runs to the end of it.
Give notice at least 30 days before the period ends. Later notice takes effect at the end of the following period.
Committed subscriptions
The Fleet package carries a 6-month commitment. If you cancel before the commitment ends, 50% of the fee for the remaining months falls due as an early-termination charge.
That charge reflects the team capacity we set aside for you.
It does not apply where you cancel because of a material breach on our side.
Consumer right of withdrawal
Individuals purchasing as consumers have the right to withdraw within 14 days of the distance contract being formed, without giving a reason.
Send your withdrawal notice within those 14 days; the refund is made within 14 days at most, by the method you paid with.
Businesses purchasing in a commercial capacity do not have this right; the partial refund rules above apply to them.
Exception to the right of withdrawal
If you expressly ask us to start the test within the withdrawal period, your right of withdrawal ends when the test is completed.
If you withdraw before completion, the fee for the part carried out up to that point is charged.
This exception comes from legislation, and the panel asks you to confirm it explicitly when ordering.
Cancellations by us
Where we decide we cannot run a test — capacity, a conflict of interest, or any other reason — we refund the full amount without deduction.
We also refund in full where we do not start because evidence of authorisation was not provided.
No refund is given where we terminate after identifying unauthorised testing.
Being unhappy with the outcome
A test producing no findings is not grounds for a refund. A solid product yields none; what you paid for is independent evidence that it is solid.
Where we did not do the work stated in the scope, that is a failure to perform and is a refund matter. The scenario record in the panel makes that distinction measurable.
If you are unhappy with the quality of a report, write to us first. In most cases we complete whatever you find lacking at no extra charge.
Relationship with SLA credits
Credits under the Service Level Agreement are separate from this policy and are claimed separately.
You cannot receive both a credit and a refund for the same event; whichever is more favourable to you applies.
Timing and method
We start approved refunds within 10 business days.
Refunds go back by the method and to the account you paid from. How long your bank takes to post it is outside our control.
The refund is calculated including any taxes, and a credit note is issued.
Disputes and chargebacks
If you dispute a charge, write to us first. Most situations can be resolved without involving the bank.
If you raise a chargeback directly, we may suspend your account until the process concludes.
Where a chargeback is found to be unjustified, we may invoice the transaction fee the provider charged.
These documents are published in English and Turkish. In the event of conflict the Turkish text prevails.