Refund Policy

Scope

This policy applies to all paid subscription plans (Pro, Enterprise) purchased through FenoGent's website via Paddle.

Digital Content & Services

FenoGent is a digital service (SaaS) that is delivered immediately upon subscription activation. Under the Distance Contracts Regulation (Art. 15/ğ), the right of withdrawal may not apply to digital content that has been delivered and where performance has begun with the consumer's prior explicit consent. By subscribing, you acknowledge that the service begins immediately upon payment.

Free Trial

All paid plans include a 14-day free trial period. During the trial, you have full access to the plan's features at no charge. No payment information is required to start a trial. We strongly recommend evaluating the service during this period before committing to a paid subscription.

Refund Eligibility

• Technical failure: If the service is substantially unavailable or non-functional for more than 48 consecutive hours due to our fault, you are entitled to a pro-rated refund
• Billing error: If you were charged incorrectly (duplicate charges, wrong amount), we will issue a full refund for the erroneous charge
• First-time subscription: If you are unsatisfied within the first 7 days of your first paid subscription (excluding free trial), you may request a full refund
• Unauthorized charge: If a charge was made without your authorization, contact us immediately for investigation and refund

Non-Refundable Cases

• Subscription periods that have been fully used or have already expired
• Downgrade requests (the difference is not refunded; the current plan remains active until the billing period ends)
• Violations of Terms of Service leading to account suspension or termination
• Dissatisfaction after extended use beyond the 7-day first-subscription window
• Changes in personal circumstances unrelated to the service quality

How to Request a Refund

1. Send an email to our support address (shown below) with the subject line "Refund Request"
2. Include your registered email address and the reason for the refund request
3. Our team will review your request and respond within 3 business days
4. Approved refunds are processed within 10 business days to the original payment method

Refund Timeline

Approved refunds are processed within 10 business days. Depending on Paddle and your bank, the refund may take an additional 5-10 business days to appear in your account. We will notify you by email when the refund has been initiated.

Subscription Cancellation

You may cancel your subscription at any time from your account settings or by contacting support. Upon cancellation, your paid features remain active until the end of the current billing period. No partial refunds are issued for unused portions of the current billing period, except in cases covered under "Refund Eligibility" above.

Consumer Rights

This policy does not limit your statutory rights under the Turkish Consumer Protection Law (No. 6502), the Distance Contracts Regulation, or applicable EU consumer protection legislation. If you believe your consumer rights have been violated, you may apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) or the competent Consumer Court.

Contact

For refund requests or questions about this policy, contact us at: