Refund and Cancellation Policy

At Fonify, we believe long-term partnerships work best when you are confident in the value of our service. That is why we have transparently defined refund and cancellation terms for cases where you may not be satisfied. This text will be finalized by our legal counsel.

This policy has been prepared within the framework of the Distance Sales Regulation and other applicable consumer legislation. Subscription cancellation or refund requests can be initiated from the panel or by writing to our sales team.

When you purchase a Fonify subscription for the first time as a consumer, you have a 14-day right of withdrawal. This period starts from the moment your payment is confirmed. To exercise your right of withdrawal, send a written notice within this period to [email protected].

You do not need to provide any reason when exercising your right of withdrawal. Your consumer status may not apply to subscriptions purchased for commercial purposes. For subscriptions purchased on behalf of a company, the satisfaction guarantee described in the next section applies instead of the 14-day withdrawal right.

Fonify is a digital service performed instantly in electronic form. Under the Distance Sales Regulation, where performance of the service begins with your express approval, the right of withdrawal cannot be exercised for services that have been fully performed.

In practice, we soften this with the 14-day satisfaction guarantee offered to first-time subscribers: even where the statutory right of withdrawal is limited for a digital service, we refund your payment under the guarantee described in the following section. Completed one-time performances such as setup and activation may be excluded from this assessment.

We offer a satisfaction guarantee to all first-time Fonify subscribers for the first 14 days of active use. If you do not find the service meeting your expectations during this period, the full amount you paid is refunded.

The following conditions must be met to benefit from the satisfaction guarantee:

• The refund request must be submitted within the first 14 days
• The account must have been put to genuine use (at least one AI employee call must have taken place)
• The refund request must briefly explain the reason for dissatisfaction

The refund request can be initiated through the panel or by sending an email to [email protected]. Your request is evaluated within 3 business days, and if approved, the refund is completed within 14 business days.

Refunds may not be issued in the following cases:

• Subscriptions where the 14-day guarantee period has passed
• Usage-based add-on charges (call minutes consumed, premium feature activations)
• Accounts terminated for violation of our terms
• Where the cancellation reason is not a technical issue, the remainder of the ongoing subscription term
• Third-party integration usage fees (Twilio, OpenAI, etc.)

If you have been unable to use the service due to a technical disruption on our side, this is treated as an exception to the usage-based fee rule.

For customers on annual subscriptions, the following rules apply to in-year cancellation requests:

• Within the first 30 days: Full refund (only for first-time subscribers under the satisfaction guarantee)
• 31-90 days: Pro-rata refund for unused months (with a 25 percent administrative deduction)
• After 90 days: Coupon credit for unused months (usable toward a new subscription)

Pro-rata calculation is based on the full number of months from the start of the billing period. Coupon credit is valid for 12 months.

For customers on monthly subscriptions, cancellation takes effect automatically at the end of the current billing period. The fee paid for the current period is not refunded, but the service can continue to be used at full capacity until the end of the period.

The satisfaction guarantee applies for first-time subscribers who cancel within the first month.

Approved refunds are processed as follows:

• Credit card payments: Refunded to the same card. Reflection on your statement may take 7-14 business days depending on your bank.
• Bank transfer or EFT payments: Transferred to the IBAN you notify. The account must be in the same name.
• Corporate subscriptions: A refund invoice is issued within the framework of tax legislation. The refund is made via the method defined in your contract.

VAT is included in the refund amount. A refund invoice is issued and delivered to you as required by tax legislation.

When you cancel your subscription or receive a refund, your data continues to be processed within the retention periods specified in our Privacy Policy. Customers wishing for earlier deletion can submit a deletion request exercising their KVKK rights.

Call recordings and transcripts are automatically deleted when the subscription ends or when not exported within 30 days.

For refund and cancellation requests, please contact [email protected]. For questions, our customer support team is available on weekdays between 09:00 and 18:00.

In case of dispute, your right to apply to Consumer Arbitration Committees and Consumer Courts is reserved. The monetary threshold of the arbitration committee is updated each year; you can evaluate your application within this limit.