Cancellation and Refund Policy

Service: Cernio (getcernio.com, app.getcernio.com) Provider / Seller: GADULABS YAZILIM LİMİTED ŞİRKETİ Registered address: Mustafa Kemal Paşa Mah. Yalova-Bursa Yolu Cad. A Blok 1. Kademe No: 123/1 İç Kapı No: 10, Merkez / YALOVA, Türkiye Tax office / Tax number: Yalova / 3882005427 · Trade registry no: 14632 · MERSIS: 0388200542700001 Version: 1.0 · Effective date: 29 August 2026

1. Scope and standing of this policy

This policy forms an integral part of the Cernio Terms of Service and applies to every purchase made through Cernio: one-time token packs and term subscriptions (Premium Quarterly, Premium Annual, System Access). Where the Terms of Service and this policy differ on payment, cancellation or refunds, this policy governs.

2. Who we sell to: commercial and professional use only

Cernio is offered solely for commercial or professional use. Purchasing requires a complete billing profile including a tax identification number, and purchases may not be made in the capacity of a consumer.

The legal consequence is this: Article 3 of Turkish Law No. 6502 on Consumer Protection defines a consumer as "a natural or legal person acting for non-commercial and non-professional purposes". A business buying for commercial purposes falls outside that definition, so the right of withdrawal granted to consumers by Law No. 6502 and the Distance Contracts Regulation does not arise on this sale.

Law No. 6563 on the Regulation of Electronic Commerce, by contrast, operates on the concept of recipient rather than consumer, so it applies to business-to-business sales as well: pre-contract information, order confirmation and the commercial-electronic-message (İYS) regime bind us, and the B2B nature of this policy does not switch them off.

3. Who sells and who collects: channels

The channel a payment was taken through determines who decides a refund and who returns the money. These are separate questions, and all of them are frozen at the moment the order is created.

A partner (a trade fair, an exporters' union or a sales partner) may have introduced you to us. That is a referral and commission relationship: the contract, the invoice and the payment still run directly between you and us, and the "direct sale" provisions of this policy apply. There is no model in which a partner pays on your behalf.

4. The rule: payments are not refunded

Payments made through the direct sale channel — token packs and subscription fees — are not refunded. There are two concrete reasons:

1. Tokens are delivered instantly and can be consumed instantly. The balance reaches your account the moment payment succeeds, and you can start your first discovery run immediately.
2. Every consumed token costs us money that is actually spent. When a discovery runs, the amount paid to the AI provider is not recoverable; refunding a consumed token would mean refunding a service that has been delivered and paid for.

5. The narrow exceptions — where we do refund or compensate

The following four situations are exceptions to that rule. The first two are not discretionary; they apply as soon as the facts are verified.

1. Duplicate charge. If you were charged more than once for the same order, the excess is refunded in full.
2. Unauthorised transaction. If a charge was made on your card that you did not authorise, the amount is refunded in full once verified.
3. A sustained technical failure on our side. If a failure that we were told about and could not resolve within a reasonable time prevented you from using tokens you had purchased, we provide a refund or an account credit, limited to the value you were prevented from using. Which of the two applies depends on the scope of the incident.
4. Non-waivable mandatory rights. If the law that applies to you grants a right that cannot be waived, that right stands and nothing in this policy limits it.

How to claim. Write to support@getcernio.com with your account email, order number and the date of the transaction. We ask that you raise the claim within 60 days of the charge; that window is chosen to sit inside the review periods used by payment institutions and banks. We reserve the right to decline claims raised after it has passed.

6. Cancelling a subscription, and renewal

6.1. You may cancel your subscription at any time. There is no advance-notice requirement and no reason need be given. Cancellation is carried out by a member of your organization holding the billing management permission, from the billing section of the application; depending on the channel, that step may redirect to the payment institution's customer portal.

6.2. Cancellation stops future renewals only. A period already paid for is not refunded retroactively, and no pro-rata rebate is made for the remainder of it.

6.3. After cancellation your access continues until the end of the period you paid for. The token allowance and system access granted by the subscription end on that date.

6.4. Subscriptions that are not cancelled renew automatically at the end of the period at the then-current published price. Price changes are notified a reasonable time before the renewal date.

7. Tokens

7.1. Consumed tokens are not refunded in any channel.

7.2. An unused token balance is not refundable and cannot be converted into money.

7.3. Purchased tokens — both packs and subscription allowances — expire 365 days after the date they are credited to your account. Promotional tokens granted at sign-up expire after 30 days. No refund or compensation is made for expired tokens.

7.4. Token Pack spending window. Buying a Token Pack opens system access for 60 days from the most recent purchase. After that window closes the remaining tokens are not destroyed — the 365-day period in 7.3 keeps running — but they can only be spent while you hold an active Premium plan or an active System Access subscription. This condition is shown at checkout before purchase, and the window closing is not a ground for a refund.

7.5. Tokens are not a means of payment, stored value or virtual currency. They are not transferable and may not be sold to third parties. They are a measure of usage that exists only to run operations inside Cernio.

8. The Merchant of Record channel — if it is activated later

There is no active Merchant of Record today — GaduLabs is the seller of record and issues the invoice. The rest of this section describes what would change if that ever altered.

Where a purchase is made through a Merchant of Record, that entity sells in its own name, issues the invoice and collects the payment. In that case the refund decision and the refund process belong to that entity and its own refund policy applies. Merchant-of-Record agreements typically reserve a unilateral right to refund in order to head off chargebacks; we state this openly rather than present ourselves as holding a power we do not have. If such a channel is activated, the entity concerned will appear by name at checkout and on the invoice.

9. Chargebacks and bank disputes

9.1. If you believe a charge is wrong, contact us first: duplicate and unauthorised charges are refunded unconditionally in any case, and resolving it directly is faster than your bank's process.

9.2. If a chargeback is opened without contacting us first, we may suspend your account until the process concludes.

9.3. Chargeback claims are assessed case by case. Where tokens have been consumed, we may submit evidence against the claim. Balance corrections are made manually; there is no mechanism that automatically reclaims a consumed balance.

10. Taxes and invoicing

10.1. In the direct sale channel the invoice is issued by GaduLabs Yazılım Ltd. Şti.

10.2. Sales to customers in Türkiye carry 20% VAT (KDV), invoiced in addition to the price.

10.3. Sales to customers outside Türkiye are invoiced as an export of services at 0% VAT, with the corresponding exemption statement shown on the invoice.

10.4. Where a refund is approved, the related taxes are refunded with it through an invoice correction.

11. Free use and beta

Tokens granted under the free plan or beta access carry no payment, so no refund arises. They have no monetary value and the conditions under which they are granted may be changed with prior notice.

12. Mandatory rights

Nothing in this policy limits rights that cannot be waived under the law applying to you. To the extent a provision conflicts with such a right, that provision does not apply to that extent only; the rest of the policy remains in force.

13. Changes

We may update this policy. The current version and its effective date are published on this page. Changes apply to purchases made after they are published; a past order is governed by the version in force at the time of that order.

14. Contact

Questions about this policy or about a specific charge: support@getcernio.com