Cancellation and Refund Policy

1. Trial Period

A 14-day free trial may be offered for eligible Pratix product plans. The trial lets customers test the product for their business, explore dashboard screens, enter business details and evaluate modules such as QR Menu or Online Reservations.

• The trial is not a paid subscription.
• If no paid subscription is started at the end of the trial, access to the relevant application may be restricted or placed in a pending-payment state.
• Business, product, reservation or content data entered during the trial may be retained in the customer dashboard.
• Trials may be restricted if misuse, spam, fraudulent registration or a security risk is detected.

2. Paid Subscription

A paid subscription starts when features for the relevant product and plan are activated after payment approval. Depending on the product, plan coverage may vary by number of locations or users, product or reservation limits, multiple languages, AI quotas, QR generation, reporting, SMS/email notifications and other limits.

The subscription period may be monthly, annual or another duration shown at checkout. Customers receive the right to use the features within their plan for the period purchased.

3. Cancellation Requests

• Customers may request that their subscription not be renewed at the end of its term.
• A cancellation request effective at the end of the term does not automatically end access during the active term.
• Requests for immediate termination of access during an active term are assessed separately by the support or finance team.
• A cancellation request does not delete previous payment, invoice, subscription, usage, log or transaction records.
• Business, location, product, reservation, customer and payment data is managed with regard to technical capabilities and statutory retention obligations.

4. Refund Requests

Refund requests are not automatically accepted. Each request is reviewed in light of the payment date, whether service access was activated, usage level, plan coverage, remaining subscription period, reason for the request, any promotional conditions, third-party costs and applicable legislation.

Approved refunds may be made in full or in part through PayTR or the relevant payment provider. The time for a refund to appear on a card or account may vary by payment provider, bank or card institution.

5. Full Refunds

A full refund applies only where considered appropriate. Examples that may qualify for assessment include payment taken without any service activation, failure to provide the service within a reasonable time for technical reasons, or incorrect charges.

If a full refund is issued, the related payment record may be marked as refunded. Transaction records remain stored for accounting, payment, security and legal obligations.

6. Partial Refunds

Partial refunds may apply when part of a service has been used, part of a subscription term has elapsed, a plan has changed, the wrong plan was selected, or in special circumstances approved by the support team.

• A partial refund cannot exceed the total amount collected for the relevant payment.
• If several partial refunds are issued against the same payment, the combined refund amount is limited to the amount collected.
• Following a partial refund, a subscription may be closed immediately, closed at the end of its term, or left active for the remaining service.
• Partial refund decisions are based on usage and financial assessment.

7. Plan Changes

Customers may request a plan upgrade or downgrade during an active subscription. For upgrades, an additional payment request may be calculated using the remaining subscription time and the new plan price. New plan features may be activated once payment is approved.

Downgrades generally take effect at the end of the current term. If a mid-term downgrade gives rise to a refund or credit request, the finance team assesses it separately.

8. Renewals and Early Renewals

When an active subscription is renewed, the new term may be added to the current effective end date according to the system configuration, so early renewal does not forfeit remaining access time. For expired subscriptions, the new term may start on payment approval or reactivation.

9. Circumstances That May Not Qualify for Refunds

• Services expressly started at the customer’s request and actively used.
• Extensive creation of products, categories, reservations, locations, images, users or content in the dashboard.
• Issues arising from content, products, images, prices, contact details or business information uploaded by the customer.
• Third-party costs for domains, SMS, payment providers, email, AI, integrations or similar external services.
• Accounts restricted due to misuse, spam, fraudulent registration, unlawful content, security breaches or payment disputes.
• Access, publishing or invoicing issues caused by incorrect, incomplete or outdated information provided by the customer.

10. Payment Provider and Bank Processing

Refunds may be processed through PayTR or the relevant payment provider. After Pratix approves a refund and submits it to the provider, the time for funds to appear on the card or account depends on the bank, card institution and payment provider processing times.

Additional information or documents may be requested for transactions rejected, placed on hold or subject to further review by a payment provider or bank.

11. Data and Access After Cancellation

Cancelling a subscription does not delete the customer’s previous payment, invoice, refund, support, subscription or transaction records. Business, product, reservation, customer and dashboard data may be retained or made inaccessible according to technical capabilities, service requirements and statutory retention periods.

Requests to delete a customer account or anonymize personal data are assessed separately under KVKK and data retention procedures.

12. How to Apply

For cancellation, refund, plan change or subscription renewal requests, send your business name, registered email, payment date, plan name, request type and reason to info@pratix.net . If the dashboard has an active payment or support request area, you may also submit your request there.

13. Review and Resolution

Pratix endeavors to review cancellation and refund requests within a reasonable time. Additional information, proof of payment, business details or explanations supporting the request may be required. The outcome may be communicated by email, dashboard notification or another appropriate channel.

14. Related Legal Documents

This policy should be read together with the Pre-contract Information, Distance Sales Agreement, Terms of Use, Privacy Policy and KVKK Privacy Notice .