Cancellation and refund terms

DRAFT — not legal advice. Requires review by a qualified lawyer before use.

• Document: Refund and Cancellation Policy · Language: English · Version: 0.1 draft · Date: 2026-10-27
• Basis: docs/research/15-payments-tr.md F2, F7, F9, F13; docs/decisions/ADR-005-billing-wisecp.md rev.4 D3.6, D3.7, D4, D7; docs/compliance/country-rules.md (TR). All placeholders were closed on 2026-10-27 (F1-64) from docs/decisions/01-defaults-2026-10-27.md and the research reports; sentences marked † still await lawyer confirmation. Nothing here is a final commitment.
• Decisions (cancellation refund rule, free trial, buyer type) were taken on 2026-10-27 (docs/decisions/01-defaults-2026-10-27.md): cancellation at period end without refund, no free trial, business buyers only. The options not chosen and the consumer clauses were removed.
• This policy is part of the Distance Sales Agreement and is published as the “Cancellation and refund terms” page of the website, which PayTR asks for in its application review (15 F2).

1. Scope

1.1 This policy covers subscriptions and credit packs bought from Faruk Sancak TiklaWeb Bilişim Hizmetleri (sole proprietorship) (“we”) for the Service offered under the name Gondero. Prices, VAT and invoices are described in the Distance Sales Agreement.

1.2 The Service is delivered online and instantly (see the Service Delivery page). No physical goods are sold.

2. Cancelling a subscription

2.1 The owner or a user with billing permission can cancel at any time in the panel. No call or letter is needed.

2.2 Cancellation takes effect at the end of the current paid period. No further renewal charge is made. You keep full access until the period ends. No refund is made for the unused part of the paid period.

2.3 After the period ends, the workspace moves to deletion-pending status. For 30 days you can export your data. If you buy again within that time, your workspace is restored.

2.4 Cancelling a subscription does not cancel credit packs already bought. They are not refundable (Section 4).

3. No pro-rata refund on cancellation

3.1 Pro-rata refunds are not offered. Cancellation takes effect at the end of the paid period (Section 2.2), so there is no unused part of the period to refund.

3.2 Credit packs, one-time charges and the part of the period already used are not refunded.

4. Credit packs

4.1 Credit packs are prepaid, one-time purchases. They are not refundable, whether used or not, except for an erroneous or duplicate charge (Section 5).

4.2 When the balance reaches zero the credit-based feature stops until you buy more. Credits included in a plan lapse at the end of the billing period; purchased credit packs do not expire while the subscription is active.

4.3 When a workspace is deleted, its credit balance is deleted with it.

5. Erroneous and duplicate charges

5.1 If you were charged twice for the same order, charged an amount that differs from the order summary, or charged after a cancellation took effect, we refund the wrong amount in full.

5.2 How to ask. Write to billing@gondero.com from the account e-mail with the invoice or order number, the charge date and amount, and a short description. We do not need your card number and you must never send it.

5.3 How we handle it. We check the charge in the PayTR records. If it is confirmed, a platform administrator starts the refund through PayTR’s refund function, to the same card, for the full or part amount as needed. The refund total never exceeds the amount paid. We confirm the result by reading it back from PayTR and tell you by e-mail.

5.4 The refund is initiated within 14 days after we confirm it.† When the money shows on your card statement depends on your bank. We cannot influence the time your bank takes to post it.

5.5 PayTR may reject a refund, for example when the payment is too old, when the net balance is insufficient, or when the payment type cannot be refunded. In that case we agree another way to return the money with you. According to PayTR’s documentation, PayTR rejects refunds on payments older than one year and refunds when the net balance is insufficient (research 15 F7); the PayTR merchant terms may add limits.†

5.6 An invoice correction follows each refund. Which document corrects the invoice (a return invoice or the cancellation of the e-Arşiv invoice) is confirmed with the accountant, and we tell you if we need anything from you.†

6. Plan changes

6.1 An upgrade applies immediately. Any additional charge for the upgrade is shown in the order summary before you confirm.

6.2 A downgrade applies from the next billing period, so no refund arises. If your usage is above the new limits, you cannot open new resources above those limits, and nothing already set up is switched off.

7. Failed renewals, suspension and termination

7.1 A failed renewal is not a charge and needs no refund. The rules for retries, suspension and cancellation after failed payments are in the Distance Sales Agreement, Section 8 (7 days past due, then 14 days suspended).

7.2 Fees are not refunded for suspensions or terminations caused by a breach, except where mandatory law requires a refund.† This covers suspension or termination under the Acceptable Use Policy.

8. Chargebacks and card disputes

8.1 Please contact us first at billing@gondero.com if you do not recognise a charge. Most issues are solved faster this way. This does not limit your right to ask your bank.

8.2 If a dispute is opened with your bank or card issuer, we handle it as follows:

• (a) we record the dispute and, while it is reviewed, plan changes and credit purchases for your workspace are held for review. Access is not suspended automatically because of the dispute;
• (b) we prepare evidence from our records: checkout time, IP address, 3-D Secure result, the accepted version of the Distance Sales Agreement, and usage of the Service;
• (c) the dispute ends as won, lost or accepted;
• (d) a lost dispute is treated like a refund for credits and invoices. Whether a workspace is suspended after a lost dispute is a separate decision by us under the Acceptable Use Policy.

8.3 We learn about disputes through the PayTR panel, a PayTR e-mail, a bank letter, or a review of payout statements. The dispute deadlines and evidence rules are set by PayTR and the card networks. PayTR documents no chargeback process, so we follow the deadlines PayTR or the bank gives us for each case (research 15 F9).†

9. Free trial

9.1 No free trial is offered.

10. Withdrawal

10.1 The Service is for businesses. For business buyers no right of withdrawal applies (Distance Sales Agreement, Section 9).

11. Contact and changes

11.1 Refund and cancellation questions: billing@gondero.com, Faruk Sancak TiklaWeb Bilişim Hizmetleri (sole proprietorship), Atatürk Mahallesi Dilek Sokak No: 12 İç Kapı No: 5, Küçükçekmece / İstanbul.

11.2 We may update this policy. Changes apply to purchases made after the new version is published, and we announce material changes in good time before they apply to renewals.

12. Notes for the reviewing lawyer

• Cancellation at period end, no refund is the default of 2026-10-27 (ADR-005 D4, option X1; TODO-Faruk 1a-f); the alternative, a pro-rata refund (X2), was not adopted.
• Credit packs not refundable follows the prepaid model proposed in ADR-005 (K1; TODO-Faruk 1a-c). Confirm enforceability for business buyers.
• Refund mechanics come from 15 F7: refunds go through PayTR’s refund function. Partial refunds are possible. PayTR rejects refunds older than one year and refunds when the net balance is insufficient. PayTR documents no idempotency, so a refund is never sent twice before a read-back (ADR-005 D3.6). Section 5.5 should state PayTR’s limits once the PayTR merchant terms are available.
• Refund invoice document (Section 5.6): whether a SaaS refund needs a return invoice from the buyer or a cancellation of our e-Arşiv is unverified and goes to the accountant (15 F15, ADR-005 D7).
• Chargebacks (Section 8): PayTR has no documented chargeback API, field or notification (15 F9). Ask PayTR in the application how disputes are reported and what the deadlines are (ADR-005 D2.4). The process in 8.2 follows ADR-005 D3.6.
• Free trial (Section 9): none is offered (01-defaults). PayTR has no documented trial object, so a trial would be a platform trial without a card (ADR-005 D4).
• Refund time of 14 days (Section 5.4) is the default set on 2026-10-27 (01-defaults); no research source gives a value. The lawyer confirms it.
• Filled 2026-10-27 (F1-89) from content-input/company.md: name, tax office and number, address and e-mail addresses. It is a sole proprietorship, so there is no MERSIS number; the tradesperson or trader status is for the accountant to confirm. The mailboxes hello@, support@, privacy@, billing@ and security@gondero.com are open. legal@, abuse@, postmaster@, dmarc@ and no-reply@ do not exist yet, so hello@gondero.com is used for legal notices and abuse reports until they do. Statements in the header that the company country is unknown are superseded (Türkiye); the options were decided on 2026-10-27. All placeholders were closed on 2026-10-27 (F1-64); the status table is in README.md.
• † Clauses awaiting lawyer confirmation: 5.4, 5.5, 5.6, 7.2, 8.3.