Refund Policy

1. Purpose of this Refund Policy

This Refund Policy describes when customers of ALKAWTHER E-TİCARET BİLGİSAYAR PROGRAMLAMA TİCARET LİMİTED ŞİRKETİ ("awsy-ai", "we", "us") may request a refund for purchases processed by Paddle, our merchant of record. Our hosted software and token allotments are delivered instantly once payment is confirmed, so refunds are intentionally limited to circumstances where we fail to provide functional access or where required by mandatory consumer law.

By completing a purchase, you acknowledge that you have read this policy and agree that Paddle will evaluate refund requests based on the criteria below. This policy supplements the Terms of Service and does not affect any non-waivable rights granted by the laws of your jurisdiction.

2. Confirmation of Service Delivery

Access to the awsy-ai workspace, quota counters, and token balances is provisioned automatically once Paddle confirms payment. Consuming any portion of the allocated tokens or minutes is treated as conclusive evidence that the Services were available and functioning as described during that billing cycle.

Because the platform depends on credits that are immediately usable, we do not grant refunds—full or partial—after tokens, minutes, or other usage-based entitlements have been consumed, except where mandatory law dictates otherwise.

• Token or minute usage reflects a successful delivery of the purchased Service tier;
• Automated system logs and usage dashboards are the authoritative record of consumption;
• Replacing the knowledge file, triggering responses, or exporting notes are all considered active use.

3. Limited Eligibility for Refunds

Refunds are available only in the narrow situations described below. Requests must include your Paddle order number and sufficient detail so that we and Paddle can verify the issue.

• Duplicate charges for the same plan or add-on caused by a billing system error, provided one of the transactions remains unused;
• Unauthorized payments proven through supporting documentation from the payment method provider;
• Documented platform outages attributable to awsy-ai that prevented all access for at least seventy-two (72) consecutive hours during the current billing period, excluding downtime publicly attributed to third-party providers such as Google or OpenAI, and where no tokens or minutes were consumed;
• Statutory withdrawal or cooling-off rights applicable in your jurisdiction when exercised before any usage occurs.

4. Situations That Are Not Refundable

In addition to cases where tokens or minutes have been consumed, the following situations are expressly excluded from refunds under this policy.

• Change of mind, business pivot, or dissatisfaction with AI outputs after the Services operated as intended;
• Failure to cancel before renewal or not using the Services during a paid period when access remained available;
• Issues caused by third-party integrations (including OpenAI, Google Cloud, or network providers) outside our reasonable control;
• Service interruptions resulting from your own configuration choices, workspace deletions, or security incidents triggered by your users;
• Bulk purchases of tokens or minutes that were made accessible to your workspace even if you did not exhaust them during the term.

5. How to Request a Refund

All payments are processed by Paddle. To request a refund under this policy or a statutory right, you must submit the request directly through Paddle so the correct taxes and compliance rules are applied.

1. Locate your Paddle receipt and click the "View order" link, or email help@paddle.com using the address associated with the purchase;
2. Provide the Paddle order number, billing email, purchase date, and a clear explanation referencing one of the eligible scenarios above;
3. Attach logs, error screenshots, or communications that demonstrate the issue when applicable;
4. Submit the request within fourteen (14) days of the transaction or within any shorter statutory window that applies in your jurisdiction.

6. Chargebacks and Disputes

We encourage you to work with Paddle and awsy-ai support before initiating a chargeback. Filing disputes without first giving us an opportunity to resolve the issue may result in immediate suspension of your workspace. If a financial institution decides in your favor, access to the Services will terminate and any outstanding balances or unpaid usage will become immediately due.

7. Contact

Questions about this Refund Policy can be directed to info@awsy-ai.com. For payment-specific inquiries, contact Paddle.com Market Limited or Paddle.com Inc. using the details provided on your receipt.