2. PURPOSE AND INTRODUCTION OF THE AGREEMENT

This Cancellation and Refund Agreement (hereinafter referred to as the “Agreement”) governs all digital services, software (hereinafter referred to as the “Seller” or “Company”) regarding the cancellation and refund processes for all digital services, software solutions, and products (hereinafter referred to as the “Platform” or “Application”) provided by EQLEM SOFTWARE AND INFORMATION TECHNOLOGIES INC.(hereinafter referred to as the “Seller” or “Company”) and the Buyer (hereinafter referred to as the “User”).

This Agreement commits to providing a transparent, fair, and user-friendly approach to cancellation and refund processes. By registering on the Platform or purchasing our services, you declare that you have fully read all the provisions and attachments of this Agreement, understand its contents, and agree to abide by these terms.

3. SCOPE OF SERVICES AND TERMS OF USE

Our company offers various digital services to streamline business processes and increase efficiency. These services are broadly categorized as follows:

• Basic Services: Standard services provided free of charge on the platforms with limited features.
• Premium / Paid Services: These are services offered through paid subscription packages or one-time purchases, which include advanced technical features, integrations, and professional tools.

The services are delivered digitally via a cloud-based platform and require an active internet connection to be used. The user agrees to use the Platform in compliance with the laws of the Republic of Turkey and international regulations, and solely for legal and legitimate purposes. Any activity that violates the law constitutes a breach of this Agreement and may result in serious penalties, along with the Company’s right to pursue legal remedies.

4. SUBSCRIPTION CANCELLATION AND PROCEDURES

Our Company offers its users the freedom to cancel their active subscriptions at any time.

4.1. Exercising the Right to Cancel

The user may cancel their current subscription at any time. Cancellation requests must be submitted via the following methods:

• By using the relevant cancellation option in the account settings section of the platform or application being used.
• By sending the request via email to info@eqlem.com .

4.2. Effective Period of Cancellation

The cancellation request is processed by the system to take effect at the end of the current billing or subscription period. During this period, the user retains full access to the services. The cancellation process is completed before the new subscription period begins, and automatic renewal is stopped.

4.3. Automatic Renewal Terms

Subscription packages are automatically renewed based on the plan selected by the user (monthly, annual, etc.). A cancellation must be submitted at least 24 hours prior to the renewal date. Otherwise, charges may be applied for the new period, and fees for the renewed period are non-refundable.

5. RIGHT OF WITHDRAWAL AND EXCEPTIONS

5.1. Scope of Withdrawal for Digital Services

Pursuant to Law No. 6502 on the Protection of Consumers and related regulations, services performed immediately via electronic means and intangible goods delivered immediately to the consumer (digital content, software, etc.) are among the right. Therefore, since our services become active immediately after payment, the standard 14-day unconditional right of withdrawal does not apply directly.

5.2. Exceptional Return Initiative

Our company, prioritizing user satisfaction, accepts return requests solely and exclusively in cases where, from the moment the service is purchased, no technical operations have been performed, no data entry has been made, no API integration has been established, and/or no electronic documents (e-invoices, e-archives, etc.) have been generated, and provided that a written request is submitted within no later than 14 days from the purchase date, subject to an internal review by the company, may process refund requests. If the service has been used in any way or if there is a transaction history in the system, the refund request will be unconditionally rejected.

6. REFUND TERMS AND PROCEDURES

6.1. Conditions for Refund Requests

Refund requests must be submitted in writing to info@eqlem.com. For the request to be processed, all of the following conditions must be met cumulatively:

• The purchased digital services, API integrations, e-document tools, or modules must be completely unused, and no data must have been entered into the system.
• The request must be submitted in writing within 14 (fourteen) calendar days from the original invoice date.

6.2. Operation of Refund Processes, Deductions, and Commissions

If the refund request is approved by EQLEM YAZILIM, the refund amount—after deducting the actual settlement fees for intermediary institution commissions charged by payment channels (iyzico, banks, etc.), legal taxes/fees, and bank transfer costs , and will be processed within 30 (thirty) business days via the user’s original payment method. If the services have been used in part or in full, a partial refund based on the duration of use is absolutely not possible.

6.3. Refunds Non-Refundable Products and Services

The following product and service purchases are absolutely not eligible for cancellation or refund:

• Credit top-ups for e-invoices, e-archives, e-waybills, etc., and e-document packages purchased via mobile or web platforms (These packages are considered digital consumables).
• Subscription packages, modules, and annual/monthly license fees for which any usage or data entry has been made.
• Refund requests based on a retroactive declaration of “non-use” for licenses where the subscription period has begun and is still ongoing, even if the user has not actively logged into the system or used the service.

7. RIGHTS AND OBLIGATIONS OF THE PARTIES

7.1. User Obligations

• To submit cancellation or refund requests completely and accurately within the methods and timeframes specified in the Agreement.
• To use the Platform and the software services provided in a manner consistent with their intended purpose and this Agreement, without misuse.
• To fulfill payment obligations for purchased services in a timely manner.

7.2. Seller’s Rights and Obligations

• To commit to promptly processing any cancellation requests submitted.
• To evaluate refund requests fairly and resolve them within the specified legal timeframes.
• To reserve the right to terminate or modify the platform infrastructure and services.
• To exercise the authority to suspend or terminate a user’s access to the service in the event of non-compliance with the terms of the agreement.

8. LIMITATION OF LIABILITY

EQLEM SOFTWARE cannot be held legally liable in any way for indirect damages (loss of profit, data loss, business interruption, loss of commercial reputation loss, etc.) arising from the use of the Platform or the digital services provided. The Platform and services are provided “as is,” and no guarantee is given regarding uninterrupted operation or absolute technical flawlessness. The User acknowledges that they use the services at their own risk and initiative. EQLEM YAZILIM’s liability under this Agreement for any and all legal claims arising therefrom is limited to the total net subscription fee actually paid by the Recipient during the six (6) months preceding the date of the incident in question.

9. TERMINATION OF THE AGREEMENT AND UPDATES

9.1. Termination

In the event that the User fails to comply with the rules set forth in this Agreement, the Seller reserves the right to unilaterally terminate the services. The User’s subscription terminates upon submission of a valid cancellation request; in such cases, any refunds of fees paid are subject to the terms of Section 6 above.

9.2. Amendments

Our Company reserves the right to update this Agreement at any time in accordance with market conditions and legal requirements . Any changes take effect as of the date they are published on the Platform, and users are deemed to have accepted these updates by continuing to use the services.

10. CONTACT AND GOVERNING LAW

For all inquiries regarding cancellations, refunds, technical support, or other requests, you may contact us at our corporate email address, info@eqlem.com. You may contact us at our corporate email address, info@eqlem.com.

In the event of any disputes arising from the application or interpretation of this Agreement, the laws of the Republic of Turkey shall apply, and the courts and enforcement offices of Istanbul Central (Çağlayan) shall have jurisdiction over the resolution of such disputes.