Scope
This policy covers the test orders placed through the panel. Tests are sold per request; there are no subscriptions.
Where a separate order form has been drawn up for a separately negotiated scope, 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.
Cancelling before a test starts
If the test has not started, the whole amount you paid is returned to your account balance and can be used on your later requests. 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, no refund is given unless something has gone wrong on our side.
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.
"Started" means we have produced the test plan and run at least one scenario. The status of the test is visible in the panel at all times.
The situations that count as ours are set out separately below and fall outside this rule.
Two examples
You paid for a test and the test plan has not been produced yet, and you cancel: the whole amount goes to your account balance and you use it on a later request.
You cancel after the test has started: no refund is given, and the findings produced so far are delivered to you.
Consumer right of withdrawal
This section applies to individuals purchasing as consumers and prevails over the refund rules above.
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 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 are made to your account balance and can be used on your later requests. Where you exercise the consumer right of withdrawal, the refund is made by the method you paid with; 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.
Any unused amount in your account is refunded to you on request. Send your request to [email protected].
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.