Digitable Legal Documents

CANCELLATION AND REFUND POLICY

Last Updated: 2026-04-20 Version: 2026.04

1. INTRODUCTION AND PARTIES

This policy governs the cancellation, refund, and right of withdrawal processes relating to the digital services (Subscriptions and Top-Up Packages) offered by MERS YAZILIM VE TEKNOLOJİ HİZMETLERİ LİMİTED ŞİRKETİ ("Digitable").

Digitable uses payment infrastructure of different status depending on the user's region:

  • Turkey: iyzico Ödeme Hizmetleri A.Ş. infrastructure is used. The seller (vendor) is Digitable.
  • International: Paddle.com Market Limited is used. Paddle acts as the "Merchant of Record" under its own terms of sale.

Order of precedence (international transactions): For purchases processed through Paddle, Paddle's Merchant of Record terms and refund mechanisms take precedence where they are stricter or legally required. This policy applies in addition to, and not in place of, Paddle's terms. Where this policy offers conditions more favourable to the User than Paddle's minimum terms, this policy shall apply.

2. DEFINITIONS AND SCOPE

For clarity in the refund process, the unit types and services offered by Digitable are categorised as follows:

Plan Credits (AI Units): The AI generation units granted to the User's account in connection with a subscription plan. Plan Credits comprise the following one-time allocations, not a recurring monthly entitlement:

  • Welcome Credits: A one-time allocation granted free of charge upon first commencement of a subscription. As they have no independent monetary value, they are not subject to refund.
  • Annual Bonus Credits: A one-time allocation granted to Users who commit to an annual billing cycle, reflecting the discount associated with that commitment.

Top-Up Packages: Credit packages purchased on a one-off basis, independent of any subscription, that remain valid for as long as the User's account is active.

The refund treatment of each category is described in Section 3 below.

3. RIGHT OF WITHDRAWAL AND REFUND CONDITIONS

By ticking the "Immediate Performance Consent" checkbox at the checkout stage, the User accepts that the digital service be delivered immediately. Refund conditions are determined according to the "Consumption Status" of the service.

A. Full Refund (Service Not Used)

A 100% refund of the amount paid shall be made within 14 days from the date of purchase, provided the conditions below are met.

For Subscriptions:

  • No AI Units (including Welcome Credits and, where applicable, Annual Bonus Credits) in the plan have been consumed in AI operations (image generation, video generation, translation, etc.).
  • Basic platform features such as menu creation, product addition, and editing do not consume units and therefore do not affect the refund assessment.
  • Welcome Credits, by their nature as a free-of-charge allocation, have no independent monetary value and are not separately refundable. Consumption of Welcome Credits does, however, constitute commencement of use of the subscription for the purpose of refund eligibility under Section 3.B.

For Top-Up Packages:

  • Not a single unit from the purchased package has been consumed.
  • Because the platform does not currently track the purchase source of individual consumed units, any AI operation performed after a Top-Up Package purchase is treated, for refund assessment, as consumption of the most recently purchased package. This provision is interim and will be revised once source-level unit tracking is released; the User will be notified of the revised terms prior to any change.

B. Refund Refusal (Service Consumed)

Due to the nature of digital services and high processing costs (GPU/server):

Commencement of Use: Where even one (1) unit has been consumed by pressing the "Generate" button following purchase, the service is deemed to have been fully performed.

Legal Consequence: In this case, for Users in Turkey, the right of withdrawal ceases pursuant to Article 15(ğ) of the Distance Contracts Regulation; for international Users, the right of withdrawal ceases pursuant to Article 16(m) of the EU Consumer Rights Directive (CRD), and no refund shall be made.

C. Credit Refund for Failed AI Operations

In the event that an AI content generation operation fails due to a technical error attributable to Digitable or a third-party AI provider:

  • The units spent on the operation shall be automatically refunded to the User's account.
  • No unit refund shall be made for AI generations rejected due to Content Policy violations; however, the User shall have the right to retry with different content.

4. SUBSCRIPTION CANCELLATION AND RENEWAL

Cancellation Process: Users may cancel their subscriptions at any time through the dashboard. Cancellation stops the next billing period; it does not provide a retrospective refund beyond the conditions set out in Section 3.

Access: For cancelled subscriptions, the User may continue to use any remaining units in the account until the end of the paid period.

5. SPECIAL CIRCUMSTANCES AND CHARGEBACKS

A. Technical Impossibility and Partial Refund

In the event that the service is permanently discontinued due to a technical issue attributable to Digitable, or where a Service Outage within the meaning of Section 5.C persists:

  • Monthly Plans: The fee for the affected month shall be refunded in full.
  • Annual Plans: A pro-rata refund shall be made for the remaining period during which the service could not be provided.

Temporary outages of third-party artificial intelligence service providers shall not, in themselves, be considered core service interruptions of the Platform. In such cases, only units for failed operations shall be refunded under Section 3.C.

B. Chargeback Policy

In the event that a User initiates a chargeback/dispute process through their bank despite having used the service and this being evidenced by system records:

  • Digitable shall submit the User's transaction logs (IP address, generation history, consent checkbox records) as evidence to the payment processor and bank.
  • For transactions where system records confirm usage, Digitable reserves the right to recover reasonable processing costs and legal expenses arising from an unjustified dispute, and to suspend or close the User's account. Any such recovery shall not exceed amounts actually incurred and shall be pursued in accordance with applicable law.

C. Service Outage Definition

For the purposes of this policy, a "Service Outage" means an interruption to the core Platform (dashboard availability, public menu rendering, or QR code resolution) attributable to Digitable that persists continuously for more than seventy-two (72) hours, as determined by Digitable's internal monitoring and health-check records. The following shall not constitute a Service Outage:

  • Temporary unavailability of third-party AI generation providers (see Section 3.C).
  • Scheduled maintenance windows announced in advance via the dashboard or email.
  • Interruptions caused by the User's local network, device, or third-party services outside Digitable's control.

6. CONTACT, OBJECTION, AND PROCESS

For refund requests, please contact info@digitable.ai with your order number.

Right of Objection: In the event that a refund request is rejected on the grounds of "Unit Usage", the User has the right to object to the system records. Digitable aims to review such objections within 5 business days under normal operating conditions, and will share the detailed log records with the User together with the final decision. For complex cases, or during periods of elevated request volume, the review timeframe may be extended; the User will be informed if the review exceeds 5 business days.

Paddle Transactions: For international refunds, Paddle's review mechanism takes precedence. Digitable triggers approved refunds through the Paddle panel.

Timeframe: Approved refunds shall be reflected on the card within 7–14 business days, subject to the processing times of the User's bank or card issuer.

Currency and VAT: All prices are displayed and charged in the currency indicated at checkout. Where applicable VAT/KDV is included in the displayed price for Users in Turkey; for international transactions, applicable taxes are determined and disclosed by Paddle as Merchant of Record. Refunds are issued in the original transaction currency and for the original amount charged; exchange rate differences arising between the payment and refund dates are borne by the User and are not reimbursable.