Refund and Withdrawal Policy

description Scope and Parties

This Refund and Withdrawal Policy (the "Policy") applies to balance top-ups and purchases made through the Onysoft AI Gateway platform operated by Onysoft Veri Merkezi A.Ş. ("Onysoft", the "Company", "we").

This Policy forms an integral part of the Terms of Service and is construed together with them. In the event of any conflict between this Policy and the Terms of Service regarding balance refunds, this Policy prevails.

This Policy does not remove or limit any mandatory rights you may have under consumer protection legislation.

bolt Nature of the Service

Onysoft AI Gateway is an intermediary service providing access to third-party artificial intelligence models through a single API. The amount you load as "balance" is not a physical product or stored monetary value; it is a prepaid usage credit representing the right to use the service.

A top-up is credited to your account the moment it completes, and your API access opens immediately. On every API call the service is performed instantly: your request is forwarded to the provider, a cost arises on the provider side, and that cost is passed to us immediately.

A balance top-up therefore qualifies as a "service performed instantly in an electronic environment" for regulatory purposes.

gavel Right of Withdrawal

Under Law No. 6502 on Consumer Protection and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), consumers generally have a fourteen (14) day right of withdrawal. Article 15 of that Regulation, however, lists the contracts to which this right does not apply.

Article 15/1-(ğ) of the Distance Contracts Regulation provides that the right of withdrawal cannot be exercised for "contracts concerning services performed instantly in an electronic environment or intangible goods delivered instantly to the consumer".

As the Onysoft AI Gateway balance falls within this scope, there is no right of withdrawal for balance top-ups. By completing a top-up you acknowledge and accept that the service is performed immediately and that you therefore have no right of withdrawal.

block Non-Refundable Cases

No refund is made in the following cases:

• Consumed balance — amounts for which an API call has been made and a cost has arisen on the provider side.
• Unconsumed balance — amounts sitting in your account but not yet spent. Balance is deemed performed once it is credited to your account.
• Campaign, promotional, gift and trial balances — these are granted free of charge, carry no cash value and are never refunded or transferred under any circumstances.
• Expired balances — balances granted with a stated validity period are not refunded once that period ends, even if unused.
• A reduction in how much usage your balance covers due to changes in model prices or exchange rates.
• Balances in accounts suspended or terminated for breach of the Terms of Service.
• Where a third-party provider removes a model, changes its pricing or restricts access, the remaining balance may be used on other models in the catalog; no cash refund is made.
• The service not meeting your expectations, dissatisfaction with model output quality, or selecting the wrong model.

verified Exceptional Cases Where Refunds Are Made

The following are exceptions to this Policy and are reviewed for a refund or balance correction:

• Duplicate charge: If you were charged more than once for the same transaction, the excess amount is refunded.
• Unauthorised transaction: If your card or account is found to have been used without your authorisation, the relevant amount is refunded and your account is secured.
• Payment taken, balance not credited: If payment was collected but the balance was not credited to your account, the balance is credited immediately; the amount is refunded on request.
• Billing error on our side: If your balance was charged for a call that did not take place or failed due to a system error, the relevant amount is credited back to your balance.
• Double deduction: If your balance is found to have been charged more than once for a single API call, the excess deduction is credited back.

receipt_long Billing Error Review

For every API call, request and response records are stored together with token counts, latency, status and cost. If you believe a charge is incorrect, take the request ID from the Usage Logs screen in your panel and send it to us.

The review is carried out against our system records and the usage data returned by the provider. If an error is confirmed, the relevant amount is credited back to your balance and you are notified with the reasoning.

Billing error objections must be raised within thirty (30) days of the transaction date. Notifications after this period may be considered where records remain verifiable, but no review is guaranteed.

support_agent How to Submit a Request

You can submit a refund or balance correction request through the following channels:

• The support ticket system in your panel (recommended — it matches your account and gets the fastest response)
• Email: info@onysoft.com
• Phone: 0850 302 3021

Including the following in your request speeds up the review:

• The email address registered to your account
• Transaction date and amount, and the payment reference (code starting with ONY) if any
• The relevant request ID for billing error objections
• The reason for your request

schedule Refund Timing and Method

Approved refunds are returned via the original payment method and to the same account. Refunds cannot be made to a different account or a different payment instrument.

Approved refunds are initiated within fourteen (14) days of approval at the latest. How quickly the amount appears in your account depends on your bank and card scheme; for credit card refunds this may take several business days depending on your bank.

Refunds made as a balance correction are reflected in your account immediately and appear in the transaction history in your panel.

no_accounts Account Closure

You may close your account at any time. Closing an account does not in itself create a right to a refund; any balance remaining at closure is subject to the "Non-Refundable Cases" section of this Policy.

We recommend using your remaining balance before closing your account. Closure cannot be undone.

balance Dispute Resolution

If you wish to object to the outcome of your request, you may first ask us to review the matter again through our support channels.

Customers qualifying as consumers may apply to the Consumer Arbitration Committees or Consumer Courts in their place of residence, according to the applicable monetary thresholds.

For commercial (merchant/corporate) customers, the Courts and Execution Offices of İzmir have jurisdiction.

update Changes to This Policy

We reserve the right to amend this Policy. Changes take effect on the date they are published on this page and apply to transactions made after that date.

Balances already loaded remain subject to the Policy in force on the date of the top-up.

contact_support Contact

For questions about this refund and withdrawal policy, please get in touch:

link Related Pages

• Terms of Service
• Privacy Policy
• Contact