Refund Policy

Introduction

This Refund Policy explains how the pinqloq service is delivered and when and how money is returned to you. It is issued by Furkan Türkan (sole proprietorship), who provides pinqloq ("we", "us", "our"), and it forms part of our Agreement with you, as defined in our Terms of Service. Capitalised words have the meaning given in our Terms of Service. The Terms of Service create the rights described here; this policy restates them and explains how they work in practice. If this policy and the Terms of Service ever differ, the precedence rule in the Terms of Service applies.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

This means that Paddle sells each Top-up to you, charges your payment method, issues your receipts and invoices, answers questions about payments and returns money to you. Questions about the Service itself, such as your Account, your Collections or a charge taken from your Balance, and requests under this policy, can be sent to us; where a refund is due, we instruct Paddle to make it. We remain responsible to you for the Service and for your rights under the Agreement. The Paddle company that sells to you depends on where you are (see Paddle as reseller and Merchant of Record). Each payment you make to Paddle is also governed by the Paddle Buyer Terms and the Paddle Refund Policy.

If you are a Consumer, nothing in this policy limits your mandatory rights. Where this policy and Paddle's policies both give you a right, you may use either.

1. Delivery of the Service

• The Service is fully digital. Nothing is shipped, and there is no delivery address, shipping time or shipping charge.
• Your Account can be used as soon as it is created and you sign in with the code we e-mail to you. No payment is needed to use the free allowance described on our Pricing Page.
• When you buy a Top-up, your Balance increases by the amount of the Top-up before tax. This happens only after Paddle reports the payment as completed and our check of the payment against Paddle succeeds. It can take a little time after you pay, and your Balance is not increased before then. If a payment cannot be verified automatically, we review it and contact you.
• A paid Collection, or a longer Retention Period, starts when its charge is taken from your Balance.
• If a technical problem on our side stops us from delivering something you have paid for, tell us as described in clause 13. Clause 8 explains your remedies. Under the Paddle Buyer Terms, you may also be entitled to a replacement or a refund from Paddle where a product you bought is not delivered because of technical issues.

2. What you pay for

• A Top-up buys prepaid credit for the Service, which is added to your Balance (see Prepaid Balance in our Terms of Service). Buying a Top-up does not by itself buy a Collection or a Retention Period.
• The Service is paid from your Balance: the Monthly Charge is deducted in advance at the start of each Billing Period, and a Paid Change is deducted when you make it.
• Tax is calculated and added by Paddle when you pay for a Top-up. Monthly Charges and Paid Changes deducted from your Balance carry no further tax.
• Your Balance can be used only to pay for the Service in your Account. It cannot be transferred to another Account or person, cannot be used with third parties, bears no interest and does not expire. It is returned as money only as this policy states.

3. Refund of unused Balance

This clause applies to every customer.

• You can ask us at any time to refund Balance you have not used. Clause 13 explains how to ask.
• How the money is returned. We refund through Paddle, to the payment method used for the Top-up or Top-ups the credit came from. We do not pay refunds ourselves, and refunds are not paid in cash. Another means of returning the money is used only where Paddle cannot refund the original payment method, and only with your agreement (see "Older payments" below).
• How much can be refunded. For each Top-up, the refund cannot exceed the credit that Top-up added to your Balance, less any part of it already refunded, charged back or held for a refund in progress. In total, the refund cannot exceed your Balance at the time. If you topped up more than once, we refund against the individual Top-ups, so one request can lead to several refunds.
• Credit we added free of charge. Credit we add to your Balance free of charge, for example goodwill credit, can be used for the Service but is not paid out. When we work out how much of your Balance is refundable, that credit is treated as used before credit you paid for.
• Tax. Paddle refunds the tax you paid on the refunded part, in proportion to the refunded amount. Your Balance is reduced only by the refunded amount before tax. For example, you buy a $20.00 Top-up and Paddle charges you $20.00 plus tax. You use $10.00 of it and ask for the remaining $10.00 back. Paddle refunds $10.00 plus the tax you paid on that $10.00, and your Balance falls by $10.00.
• While a refund is processed. The amount being refunded is held out of your Balance and cannot be used. If Paddle declines the refund, or the refund request fails, that amount is added back to your Balance.
• Timing. For a refund of unused Balance under this clause, we send the refund instruction to Paddle within 14 days after we receive a complete request, that is, one that lets us identify your Account and the amount you are asking for. For a withdrawal and for the end of the Agreement by a Consumer, clauses 5 and 6 set the time limits instead, and no such condition applies. A refund to a card usually appears on your statement within a few working days after Paddle processes it; the exact time depends on your bank or card issuer.
• Older payments. Card payments can usually be refunded to the card only for about 120 days after the payment, and PayPal payments for about 179 days. If Paddle cannot refund a payment to the payment method you used because it is too old, we have Paddle refund it by another means that you agree to, at no cost to you, within the time limit that applies to your request under this policy.
• Effect on your Account. A refund of unused Balance does not by itself cancel your subscription or close your Account. If your Balance then cannot cover a Monthly Charge, the rules on insufficient Balance and suspension apply. To stop future Monthly Charges, cancel in the Dashboard or close your Account.

4. Charges for the Service

These rules apply to every customer:

• Cancelling in the Dashboard. A Monthly Charge already taken is not refunded when you cancel in the Dashboard. Cancellation takes effect at the end of the paid Billing Period, so you keep the Service you paid for until then. We confirm the cancellation by e-mail to the Admins when you make it and again when it takes effect. If you are a Consumer, we refund your unused Balance that you paid for through Paddle within 15 days after the cancellation takes effect, unless you tell us that you want to keep it for resuming the subscription (clause 6). If you are a Business Customer, you can ask for that refund at any time under clause 3.
• Reducing retention. A shorter Retention Period takes effect at the end of the paid Billing Period, and no refund or credit is given for the reduction.
• Deleting a Collection. If the current Billing Period was paid, deleting a Collection credits the unused part of that Collection's monthly price to your Balance, in proportion to the time left in the Billing Period and rounded to the nearest whole dollar. No credit is given while a Monthly Charge is unpaid, while your Account is suspended, after a cancellation has taken effect, or if we did not charge the current Billing Period because we had deactivated your Account. For a Collection added during the current Billing Period, the credit never exceeds what was paid for that Collection in that period. The credit is added to your Balance, not paid to your card, and can then be refunded under clause 3. See Deleting Collections and Projects in our Terms of Service.
• Deleting a Project. Deleting a Project deletes all of its Collections and their Log Records immediately and gives no credit. If you want the credit for paid Collections, delete them one by one before you delete the Project.
• Disabling. Disabling a Collection or a Project stops log intake into it but does not reduce your charges, and no credit is given for it.

If you are a Consumer, clauses 5 and 6 of this policy give you additional rights.

5. Your right of withdrawal as a Consumer

If you are a Consumer, our Terms of Service give you the following rights. They are set out in full in Right of withdrawal for Consumers; this clause summarises them and adds no conditions.

• Withdrawing from the Agreement. You may withdraw from the Agreement without giving any reason within 14 days. The period starts on the day your Account is created or, if later, on the day the first charge for the Service is taken from your Balance.
• How to withdraw. Send us a clear statement by e-mail to [email protected] or by post to the address in our Terms of Service, in English or Turkish, preferably from an Admin's registered e-mail address or with enough information for us to identify the Account. You may use the model withdrawal form, but you do not have to. It is enough to send your statement before the 14 days end. We acknowledge receipt by e-mail without undue delay. You can also withdraw in the Dashboard: in Billing, select "Withdraw from contract here", enter your name and, if you wish, further details, and select "Confirm withdrawal". This function is available to Admins, including throughout the withdrawal period; if you cannot sign in to the Dashboard or use it, withdraw by e-mail or post. The Dashboard then shows the date and time at which we received your withdrawal, and we confirm receipt by e-mail to the address of the Admin who submitted it. To withdraw only from a single Top-up, use e-mail, post or Paddle's routes. See How to withdraw.
• What happens when you withdraw. We stop log intake and all charges, including Automatic Top-ups, without undue delay and in any event within 7 days after we receive your withdrawal; any Top-up charged after we receive it is refunded in full with your other payments. We refund, through Paddle and to the payment method you used, all payments you made for the Account, including tax, less any amount already returned to you, without any fee. We make these refunds together, without undue delay and in any event within 14 days after we receive your withdrawal. If Paddle cannot refund a payment to the payment method you used, we have Paddle refund that payment by another means that you agree to, at no cost to you, within the same 14 days. Credit we added free of charge is not paid out. We do not ask you to pay a negative Balance or any amount for the Service provided before you withdrew.
• Your Log Records after withdrawal. For 30 days after we receive your withdrawal you can still read and retrieve your stored Log Records in the Live Panel and through the MCP Server; they continue to expire under their Retention Periods. If you ask within that time, we export them for you free of charge in JSON format. After that we close your Account. We do not use your Log Records after you withdraw.
• Withdrawing from a single Top-up. You may also withdraw from any Top-up within 14 days of paying for it. We then refund that Top-up in full through Paddle, including tax, within 14 days after we receive your withdrawal, and its credit is removed from your Balance. If you have already used part of that credit, your Balance can become negative (clause 10). The Agreement continues.
• Paddle's routes and rights. For a Top-up you may also withdraw or ask for a refund through Paddle: consumers in the European Union can use the withdrawal button in the Paddle customer portal, as the Paddle Refund Policy describes, and you can ask for a refund at paddle.net. The Paddle Buyer Terms and the Paddle Refund Policy give their own withdrawal and refund rights for Paddle transactions. If Paddle refunds a Top-up, the refunded credit is removed from your Balance as clause 9 explains; if you withdraw from the Agreement within its withdrawal period, you still do not have to pay a negative Balance that results.

If you are a Business Customer, you have no right of withdrawal under the Agreement. Paddle may still apply its own policies to your payments.

6. Ending the Agreement as a Consumer

If you are a Consumer, you can end the Agreement at any time, without giving reasons and without penalty, in the Dashboard or by e-mail to [email protected], preferably from an Admin's registered e-mail address or with enough information for us to identify the Account. The full rule is in Additional rights of Consumers.

• Unless you ask for the Agreement to end at the end of the paid Billing Period, it ends no later than 7 days after we receive your request, and we stop charging from then. Cancelling in the Dashboard is a request to end at the end of the paid Billing Period; to end sooner, e-mail us. When a termination by e-mail takes effect, we close your Account as described in Closing your Account by e-mail.
• We credit the unused part of the current paid Billing Period to your Balance, and we refund your unused Balance paid through Paddle within 15 days after the termination takes effect, without any deduction, through Paddle as clause 3 describes. After a cancellation in the Dashboard, we make this refund unless you tell us that you want to keep your Balance for resuming the subscription.
• When you cancel in the Dashboard, we confirm the cancellation by e-mail to the Admins when you make it and again when it takes effect. When you end the Agreement by e-mail, we confirm the termination by e-mail; if your e-mail did not come from an Admin's registered address, we also send that confirmation to the Admins' registered addresses.
• You can use the e-mail route even while a Monthly Charge is unpaid, your Account is suspended or your Balance is negative. Every customer can also close the Account by e-mail as described in Closing your Account by e-mail.

7. Wrong, duplicate or unauthorised charges

• If you believe that a Top-up, an Automatic Top-up or a charge taken from your Balance was wrong, duplicated or not authorised by you, tell us as described in clause 13. For a payment, you can also contact Paddle at paddle.net.
• We review every such report. If a charge was wrong, we correct your Balance and, where you paid money for it, have Paddle refund that payment.
• An Automatic Top-up is charged at most once for each Monthly Charge or Paid Change, and only to the payment method of your Authorization (see Automatic top-up authorization).
• Please contact us or Paddle before you dispute a charge with your bank or card issuer. A dispute has the effects described in clause 9.

8. Problems with the Service

• If the Service does not work as described, tell us as described in clause 13 so that we can fix it.
• If you are a Consumer, your rights, including having the Service brought into conformity, a price reduction, ending the Agreement with a refund, and damages, are set out in Conformity of the Service for Consumers.
• If you are a Business Customer, Liability in our Terms of Service applies.
• We may also add credit to your Balance as a goodwill gesture. Such credit can be used for the Service but is not paid out, and it does not reduce your other rights.

9. Refunds made by Paddle, chargebacks and disputes

• Refunds made by Paddle. Paddle may refund a payment itself, for example on a request you make to Paddle under the Paddle Buyer Terms or the Paddle Refund Policy. Once the refund is approved, the refunded amount before tax is removed from your Balance, even if that credit has already been used. This can make your Balance negative (clause 10).
• Tax. Tax refunded to you is never added to or taken from your Balance.
• Chargebacks. If you dispute a payment with your bank or card issuer, or your card issuer reports a likely dispute to Paddle, the amount that payment added to your Balance is removed from your Balance, your Authorization for Automatic Top-up ends and Automatic Top-up is turned off. We review the case. If the dispute is resolved in our favour, the credit is added back. To use Automatic Top-up again, you need to give a new Authorization.
• Declined refunds. If a refund is declined, any amount removed from your Balance for it is added back.
• Suspected abuse. While Paddle investigates a suspected abuse of refunds or chargebacks, we may suspend your access to the Service, as described in Suspension or termination by us.

10. Negative Balance

• A refund or chargeback of a payment whose credit you have already used can make your Balance negative.
• A negative Balance counts as insufficient for every charge. While it lasts, you cannot cancel in the Dashboard, and a Paid Change is refused unless an Automatic Top-up covers the whole shortfall. A Monthly Charge that falls due while your Balance is too low is handled as described in Insufficient Balance, grace period and suspension.
• A negative Balance is settled by amounts you later add to your Balance. We do not send a separate invoice or payment demand for it.
• You can still close your Account by e-mail at any time (see Closing your Account by e-mail).
• If you are a Consumer and withdraw from the Agreement within the withdrawal period, we do not claim a negative Balance from you.
• This clause does not limit our rights where credit was obtained by fraud. See also Negative Balance in our Terms of Service.

11. Automatic Top-ups

• Automatic Top-ups are Top-ups. They can be refunded, and withdrawn from by Consumers, under the same rules as Top-ups you buy yourself.
• Turning Automatic Top-up off in the Dashboard stops future automatic charges. A charge already sent to Paddle may still complete.
• Refunds and chargebacks do not reset or increase your Monthly Limit (see Monthly Limit).
• Authorizing Automatic Top-up costs nothing. If Paddle ever charges a non-zero amount for the $0 subscription that holds your Authorization, we have Paddle refund that charge to you in full, cancel the subscription and end the Authorization.

12. Taxes on refunds

• When a Top-up is refunded in full or in part, Paddle refunds the tax in proportion to the refunded amount.
• If you are a tax-registered business and believe tax should not have been charged on a payment, the Paddle Buyer Terms require you to contact Paddle within 60 days of the transaction date with a valid tax number or exemption certificate. Paddle decides those requests.

13. How to ask for a refund

• E-mail [email protected], in English or Turkish, preferably from an Admin's registered e-mail address. A withdrawal or a Consumer's termination can also come from another address if it gives enough information for us to identify the Account; any other request to close an Account needs an Admin's registered e-mail address. Tell us what you are asking for, for example a refund of unused Balance, a withdrawal, a termination or the correction of a charge, and, where it concerns a payment, the order number shown in our "Payment received" e-mail or the date and amount of the payment.
• If you are a Consumer, you can also withdraw from the Agreement in the Dashboard with the "Withdraw from contract here" function in Billing, as clause 5 describes.
• For questions about a request, you can also call us on +382 68 655 482.
• For receipts, invoices, payment questions and refund requests, you can contact Paddle at paddle.net or [email protected]. Paddle handles a withdrawal notice or refund request for a Top-up that you send to it under the Paddle Buyer Terms and the Paddle Refund Policy. A withdrawal notice under our Terms of Service that you send to Paddle is on time if Paddle receives it within the withdrawal period, and our time limits run from the day Paddle passes it to us or we otherwise learn of it. Requests under this policy are handled fastest when you send them to us.
• If you are not satisfied with how we handled your request, see Complaints and Governing law and disputes in our Terms of Service. Our other contact details are on our Contact page.